BSBCMM511 Task 3 Nhat Van Nguyen
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BSBCMM511 Communicate with influence
Task 3 Project: Participate in and lead meetings
Assessment Templates
Student ID
Student Name
mv094836
First Name: NHAT Van
Last Name: Nguyen
Submitting your assessment: Complete all assessment tasks, upload the Assessment Templates,
and submit in Moodle for grading.
Once your assessment is graded, you will receive an email notification. Check your grades and submission feedback on Moodle. Assessor’s acknowledgement:
Please verify each of the following principles of assessment by placing a tick in each box. Refer to the assessor's handbook for further information if required.
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Authentic
: I am assured that the evidence presented for assessment is the learner’s own
work
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Valid: I am assured that the learner has the skills, knowledge and attributes as described in the module or unit of competency and associated assessment requirements
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Current:
I am assured that the assessment evidence demonstrates current competency. This requires the assessment evidence to be from the present or the very recent past
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Sufficient:
I am assured that the quality, quantity and relevance of the assessment evidence enable a judgement to be made of a learner’s competency
Greystone College Australia
: BSBCMM511 Task 3 Assessment Templates Version 1.0523
Page 1
of 13
Task 3: Part 1, Step 1
Review document
Important points from BizOps Customer Service Policy and Organisational Plan
Provide at least three (3) points
1. Customers first: BizOps is all about putting customers first. They want to make sure every customer interaction is positive and that everyone leaves happy.
2. Handle with care: BizOps has a plan for handling customer interactions, no matter how they happen. They want to make sure every customer has a good experience, whether they're calling, emailing, or tweeting.
3. Get better all the time: BizOps knows they can always improve their customer service. They're always looking for ways to do better and they're always asking their employees for feedback.
Ideas based on
BizOps Customer Service Policy and Organisational Plan
Provide three (3) ideas.
Idea 1: Improve communication with logistics to see if they are capable to meet this challenge
Idea 2: Hired a third-Party sales call department.
Idea 3
: Meetings with all store managers
Task 3: Part 1, Step 2
Communication Plan Template Position statement: The company's ability to satisfy the high demand for
customer phone sales, which climbed by 30% in the most
recent quarter, has raised some concerns. As a result,
organising a few meetings will be necessary to plan the steps
needed to address this new problem.
Organisational objectives:
Maintaining the top spot in the market, attracting the
most qualified candidates for the company, and ensuring
financial stability are the three goals of Bizops. The primary aim is to attain outstanding product and service
quality, which are essential features that the organization
Greystone College Australia
: BSBCMM511 Task 3 Assessment Templates Version 1.0523
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must currently uphold considering the current
circumstances.
Relevant stakeholders and any communication needs
The managers of the phone sales departments, the
customer service manager, and a third-party contributor
—a call center consultant who has previously worked
with the company—are the individuals engaged. Emails and video conferences are the predominant means of
communication when in a digital setting.
Required resources
Through the Teams application, our communication strategy
will be presented to the department manager and other
stakeholders, and members will gather to discuss it.
Computers and fast upload and download internet access are
required for this. Using Google Docs, Microsoft Teams, and Whatsapp as digital
tools, conduct the presentation. To be able to step in when
needed, it is critical that every team member has their notes
and templates ready.
Method/forum We think that using Microsoft Teams for a video conference
will be the most effective way to conduct this meeting, and
using a PowerPoint presentation will be a valuable tool. The
marketing team's Van Nhat Nguyen will be present when the
communication plan is presented. There will also be
stakeholders, Darren Lin, Sarah Voss, and the department
manager.
Schedule/delivery date
The communication plan will be prepared during the week of
November 21–24. On Thursday, November 22, invitations,
and permission emails will be sent for the communication
plan presentation, which is scheduled for Thursday,
November 23. We plan to present the negotiation plan
during the week of November 30, following the presentation
and any potential approval.
Relevant policies/procedures In general, you need to make sure that your actions align
with the policies and procedures of the company when you
communicate. Among them are:
Code of conduct
covers a range of subjects pertinent to the
organisation and outlines how staff members are expected to
behave while doing their duties.
Confidentiality:
this covers both personally identifiable
information that, if revealed, could jeopardise the interests
of a third party and commercially valuable information, such
as trade secrets or company information.
Greystone College Australia
: BSBCMM511 Task 3 Assessment Templates Version 1.0523
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of 13
1988 Privacy Act
: You should be made aware of your
obligations about the privacy of your clients by your
company. It ought to advise you of its obligations for your
privacy as well. It's wise to always treat any information
you're given about a specific person as confidential.
Social media usage
: Without the CEO's specific approval, no
employee is allowed to speak with the media. Any remarks
made in public must come straight from the CEO.
Authority to present material
Depending on your function within the company, your
manager may give you the permission to deliver materials
and communicate with external stakeholders by email or
verbally through instructions in your job description.
As an example:
Current clients or customers: Sales representatives and
consultants’ Potential clients or customers: The business development
team and customer service.
Accountants and other relevant staff are employed by
government agencies. Present vendors: ties with the right people Potential vendors
There are policies and processes in place. Rivals: No conversation with people outside the company.
Media: Only with the CEO's consent.
Confidentiality requirements
Confidential information pertaining to technology, business,
finance, transactions, or third-party issues are some of the
things that need to be controlled throughout the conference.
- Information with commercial value, such as trade secrets
- Private information that, if revealed, could endanger a third
party. - Protected by the policies and procedures of the
organisation. If you're not sure how to handle a specific piece
of information: -Please consult the policies and procedures of your
organisation. -Seek guidance from a more senior or seasoned coworkers
- Adhere to all Commonwealth, state, or territory privacy
laws. - Make decisions regarding the timing of information release
- Distribute information in a note, notice, or staff meeting
announcements, if applicable.
Documentation We utilise a PowerPoint to help with our communication,
Greystone College Australia
: BSBCMM511 Task 3 Assessment Templates Version 1.0523
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which includes the key points made thus far, pertinent data,
and discussion points. To keep participants' interest and
focus on the topic at hand, the visual component is crucial.
Audience, tone, structure and style of communication
We shall utilise language (not too formal) that includes
Effective body language; a broad vocabulary; language
tailored to the participants so that the message is properly
conveyed; presenting the principles correctly; writing with
objectivity and clarity. We'll also employ the collaborative
technique, foster an accepting atmosphere, and empower
everyone to voice their opinions without feeling guilty or
afraid to do so.
External consultant:
Information they require.
Questions to ask.
It is crucial that we demonstrate the scenario we are working
on and the goal we want to accomplish to the external
consultant so they can better comprehend the purpose of
the meeting. To help it better comprehend the roles of each
participant, it is helpful to present pertinent data such as
numbers and real values in addition to the framework we
use. To keep everyone interested in the meeting, we'll
provide interactive questions and solicit suggestions for how
to keep and enhance communication at Bizops.
Task 3: Part 1, Step 3
Email Template
To: Rose Hargreaves, Sarah Voss, Johan Tines, Liz Hitchens, Sean Bamford, Mike Booth, Nancy Tooket, Sayo Yoshida, Mike Booth
Cc: Daniela Florez Cadena
From: Nhat Van Nguyen
Sent: 23/11/2023
Subject: Seek approval
To the Team: The purpose of this request is to obtain permission to disclose personal and confidential information in a meeting with our external advisor Darren Lin scheduled for November 25th at 8:00pm. Melbourne time in a few days. I'm waiting for your answer. Regards,
Nhat Van Nguyen
Task 3: Part 1, Step 4
Greystone College Australia
: BSBCMM511 Task 3 Assessment Templates Version 1.0523
Page 5
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Done Assignment-2_1ef568aca2d412f...
Assignment
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