1_BSBTWK401_Unit Workbook
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Date
Apr 3, 2024
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Student workbook
BSBTWK401
Build and maintain business relationships
Version: 20210827 Document name: BSBTBWK_SW_1of1 Page 2 of 123 Resource ID: PRJ0044659_BSBTWK401_SW © TAFE NSW 2021 TAFE NSW would like to pay our respect and acknowledge Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of the Land, Rivers and Sea. We acknowledge and pay our respect to Elders, past, present and emerging of all Nations. Version: 20210811
Date created: 11 August 2021 Date modified: 15 September 2021 For queries contact: Technology and Business Services Skills Point © TAFE NSW 2021 RTO Provider Number 90003 | CRICOS Provider Code: 00591E This resource is based on information from © NSW TAFE BSBTWK401 learning resources and © Precision Group (Australia) resources. The content in this document is copyright © TAFE NSW 2021 and should not be reproduced without the permission of TAFE NSW. Information contained in this document is correct at time of printing: 26 April 2022. For current information please refer to our website or your teacher as appropriate.
Version: 20210827 Document name: BSBTBWK_SW_1of1 Page 3 of 123 Resource ID: PRJ0044659_BSBTWK401_SW © TAFE NSW 2021 Contents Getting started
..................................................................................................................
5
What will I learn by completing this workbook?
...................................................................
6
Icon legends
...........................................................................................................................
8
Topic 1: Establish business relationships
............................................................................
9
Overview
..............................................................................................................................
10
What is networking?
............................................................................................................
10
Determine networking opportunities
.................................................................................
22
Confirm communication channels
.......................................................................................
29
Engage with business contacts
............................................................................................
33
Key points
............................................................................................................................
46
Topic 2: Maintain business relationships
..........................................................................
51
Business communication
.....................................................................................................
52
Use effective communication techniques
...........................................................................
58
Identify barriers to opportunities
........................................................................................
63
Use problem-solving techniques
.........................................................................................
69
Use negotiating techniques
.................................................................................................
72
Key points
............................................................................................................................
79
Topic 3: Build and improve business relationships
............................................................
85
Overview
..............................................................................................................................
86
Build trust and credibility
....................................................................................................
87
Develop strategies to promote organisation
.......................................................................
88
Participate in networks
........................................................................................................
93
Communicate issues to other staff
......................................................................................
96
Seek and respond to feedback
............................................................................................
98
Key points
..........................................................................................................................
101
Summary
............................................................................................................................
106
Answers and feedback for practice activities
..................................................................
108
Practice activity: Quiz
........................................................................................................
110
Practice activity: 2.3
...........................................................................................................
112
Practice activity: 2.4
...........................................................................................................
113
Practice activity: 2.6
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113
Practice activity: 2.7
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113
Practice activity: Quiz
........................................................................................................
114
Practice activity: 3.1
...........................................................................................................
116
Practice activity: 3.4
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117
Version: 20210827 Document name: BSBTBWK_SW_1of1 Page 4 of 123 Resource ID: PRJ0044659_BSBTWK401_SW © TAFE NSW 2021 Practice activity: 3.5
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Practice activity: 3.6
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Image attributions
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123
Version: 20210827 Document name: BSBTBWK_SW_1of1 Page 5 of 123 Resource ID: PRJ0044659_BSBTWK401_SW © TAFE NSW 2021 Getting started
Version: 20210827 Document name: BSBTBWK_SW_1of1 Page 6 of 123 Resource ID: PRJ0044659_BSBTWK401_SW © TAFE NSW 2021 What will I learn by completing this workbook? This workbook covers the unit of competency BSBTWK401 Build and Maintain Business Relationships. Successfully completing this unit will give you the skills and knowledge to establish, develop, and maintain good working relationships and networks. To do this, you’ll use your relationship-building and negotiation skills. A broad knowledge of networking and negotiation will help you to solve complex and unpredictable problems. You will also practise analysing and evaluating information sources to help build and sustain effective relationships and networks. In this workbook, you will learn to: •
establish business relationships through networking and communication channels •
maintain business relationships by using communication techniques and problem solving, and by seeking advice •
build and improve business relationships including seeking and responding to feedback. Make sure you complete the reading and the activities as they will prepare you for the assessments. Simulated organisation
You can use your organisation to complete real-
world tasks and activities, or you’ll have access to a simulated organisation, bounce fitness
. To log in to bounce fitness: 1. Open a new browser tab 2. Select log in 3. Log in with: •
Username: tafelearner •
Password: tafelearner@123 Keep the browser tab open while you complete this workbook. Videos and activities
Videos are included throughout this workbook. The videos will open in a new browser tab.
Your preview ends here
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S.I.T. CARE RENTAL: AN UPGRADE OPPORTUNITY IN TRINIDAD AND TOBAGO (IVEY case) Case learning objectives:This case gives students an opportunity to:• Complete the industry analysis and define its main characteristics and critical success factors;• Analyze a company’s internal capabilities, compare it to its competitors, and evaluate its main customer groups;• Justify a comprehensive and well-informed decision regarding an upgrade opportunity.
Organisation and methodology:Each student will be required to show his/her understanding of the concepts of the Strategic Management and analytical skills in the work with the case. On the basis of this analysis each student will have to write an individual report. The students will need to carefully read the case and after that the students will need to answer in a paper the following questions:
Question 1: How would you formulate the mission of SIT company? Question…
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Concept Question 5.3
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Founded in 1970, ABC is one of the world's largest insurance companies with locations in 28 countries. Given the following description, flowchart the new
policy setup process as it existed in 1970:
Individual customers who wanted to set up a new policy would visit one of ABC's 70 branch offices or make contact with an agent. They would then fill out an
application and sometimes attach a check. The branch office then sent the application package through company mail to the XYZ…
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QUESTION 2:
The determination of lot sizes in an MRP system is a complicated and difficult problem. Lot
sizes are the part quantities issued in the scheduled receipt and planned-order release
sections of an MRP schedule. For parts produced in-house, lot sizes are the production
quantities of batch sizes. For purchased parts, these are the quantities ordered from the
supplier. Consider the following data relevant to an MRP lot-sizing problem:
4
50
Membersh X b Answered: X G The detern X
100% + #
$25
$100
20.8%
5
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0
6
200
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7
125
8
100
Use the…
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Article:
INTEROFFICE MEMORANDUM
TO: ERNESTINE BORGNINE
FROM: JANE CLIVE
SUBJECT: CKM POSITION
DATE: 01MARCH 2023
I am pleased to inform you that the board has approved the hiring of a Chief KnowledgeOfficer (CKO) to take the lead in developing the infrastructure, resources, process, and culture for the upcoming Knowledge Management Department. The CKO will be the primary resource for ensuring that the goals of the KM department alignwith the organizational strategies and objectives of GDD. This includes capturing tacit knowledge of our employees through various methods and documenting the necessary knowledge to ensure that it can be disseminated and used foryears to come by existing and future employees. The role of the CKO is to help to ensurethat GDD transforms into a contemporary business environment that promotes knowledge sharing to continue to be sustainable and profitable. The CKO will achieve this by prioritizing KM initiatives, implementing KM processes and procedures, and…
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Topic:
“What are some causes of rising food prices and the challenges faced by rural farmers in Mt. Royal, Carriacou.”
A. Based on the topic above, what are the theory/theories that provide an explanation for the problem you are studying?
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Please do not give solution in image format thanku
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5) We offered 50% of our drivers monetary bonuses to increase their activity. Compare the results with the control group and explain if the campaign was successful and should we do it again or not.
Condition: Stay online 30 hours and accept 75% of rides. Get 70€ bonus.
Control Group
Online hours
Offline hours
Bookings received
Bookings successfully completed
Bonus Group
Online hours
Offline hours
Bookings received
Bookings successfully completed
Write here your answer about the results of the campaign
Driver 1
15
35
15
13
Driver 55
33
19
29
25
Driver 2
29
21
30
Driver 56
5
55
6
6
Driver 3
17
23
12
10
Driver 57
32
8
19
16
Driver 4
31
19
31
26
Driver 58
32
18
29
26
Driver 5
36
24
44
24
Driver 59
38
22
20
17
Driver 6
14
26
10
12
Driver 60
17
23
10
9
Driver 7
5
40
5
4
Driver 61
4
46
3
3
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Questions
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3. What could Praveen have done to prevent or correct this situation?
4. How do you think Praveen would handle the problem now?
5. What kind of human relations approach should Praveen take to rectify and prevent such problems
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Group Work.pdf
UNIVERSITY OF PROFESSIONAL STUDIES, ACCRA (UPSA)
主
DIPLOMA PROGRAMME
LEVEL 100
PDBA 117: BUSINESS COMMUNICATION
2021 ACADEMIC YEAR, FIRST SEMESTER
GROUP WORK
QUESTION
You are the Managing Director of MediConsult, a medical supplies company, located at Tema.
Due to the COVID-19 pandemic, your regular import of supplies has been cut by half. As a result,
you are unable to meet the demands of most of your clients. Write a letter to the Procurement
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request for face masks.
INSTRUCTIONS
1. All letters should come on a letter head
2. Use a standard business letter format
3. Use a fully-blocked layout
4. Final submissions should be in a pdf format.
5. Submissions should be via UPSA Virtual only
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b. your group (Example: Group 10)
c. names and index numbers of all group…
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Topic: Management information systems
Please read and answer throughly beening a operational manager of the Marketing department
The MGMT Insurance Ltd. accepts payments on various insurance policies from employees of businesses across the island. These businesses deduct payments from employees’ salaries and pay the insurance company a lump sum each month. This total amount deducted is shown on each employee’s payslip. Deductions are due at the end of each month and each participating business submits one payment for its employees to the insurance company via online payments through the bank. However, if payments were received after 11:00 a.m., the bank does not process them until the next business day. At the beginning of each month an administrative assistant at MGMT Insurance Ltd. downloads the deductions for each company and allocates payments to the various policies. These payments include the client’s unique number along with his/her relevant policy numbers and amounts due.…
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help me question 1 iii), vi), v), iv)
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Initiative: Implementing Product Inspection and Consumer Engagement
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2)Define the requirements for the successful implantation of each selected initiative as well as the scope of each. Describe how changes to the requirements and scope would impact timelines, budget, and risk.
3)Explain the key internal and external stakeholders who would be involved in planning and implementing each selected initiative, as well as why each identified stakeholder is needed to successfully implement the initiatives.
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Firm's mission statement can improve and hurt the performance of a firm. Explain
the reasons for such argument.
23:32
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Project Overview:
As part of this project, students will work in groups to develop a comprehensive
international market entry strategy for a new, sustainable product called the CleanPhone.
Created by CleanTech Innovations Inc., a U.S.-based technology company focused on
environmental sustainability, the CleanPhone is designed to be one of the world's most
eco-friendly smartphones. Each group will choose a specific country for the CleanPhone's
international launch, creating a tailored plan that considers market entry strategy,
consumer preferences, international strategy, and a sustainable business approach. The
project will require an in-depth analysis of the selected market, the development of a
feasible entry strategy, and a clear plan for the CleanPhone's strategic choice, promotion,
and corporate social responsibility. This assignment is structured to…
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How To Prevent Accidents the common injuries in the Amusement Park (15 points)
1. Death from falling (3 steps)
2. Improper Design of the Ride (3 steps)
3. Operational Failures (3 steps)
4. Employees or Workers at Fault (3 steps)
5. Head, neck, and back injuries (3 steps)
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Probable cause is required for a police officer to conduct a stop and frisk.
O True
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A law enforcement officer needs reasonable suspicion or probable cause that a crime has taken place when using the "knock and talk" strategy.
O True
O False
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Which Supreme Court case established the legal parameters of stop and frisk?
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18. What critical thinking mistake(s) are present in the following comment? "Our biggest
competitor is spending more on marketing than we are. They have a larger share of the
market. Therefore, we should spend more on marketing."
a. Non sequitur
b. False cause
c. Appeal to tra
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Article:
Harry Hartfield was looking over some recent travel brochures while consulting his recent Google search. Retirement is only 5 days away and he could not wait to see the Fiji Islands. He and his wife thought they would start with a restful break before they started their travels in earnest. Harry is the head aero engineer at Global Delivery Direct and has been in charge of purchasing the planes and maintenance for the last 15 years after being an employee with GDD 25 years before. Harry had worked up in the company to his current position and has seen a lot of initiatives come and go when it came to eco-friendly flying machines. In the last four weeks, Harry has been breaking in his replacement, Imogine Farthing, who is coming from their London branch. Harry likes Imogine and thinks that she will do well. However, she is keen to purchase the new Boeing 777 cargo plane. She thinks it will go a long way to improving their fuel consumption and air emissions in the long-run…
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Article:
Harry Hartfield was looking over some recent travel brochures while consulting his recent Google search. Retirement is only 5 days away and he could not wait to see the Fiji Islands. He and his wife thought they would start with a restful break before they started their travels in earnest. Harry is the head aero engineer at Global Delivery Direct and has been in charge of purchasing the planes and maintenance for the last 15 years after being an employee with GDD 25 years before. Harry had worked up in the company to his current position and has seen a lot of initiatives come and go when it came to eco-friendly flying machines. In the last four weeks, Harry has been breaking in his replacement, Imogine Farthing, who is coming from their London branch. Harry likes Imogine and thinks that she will do well. However, she is keen to purchase the new Boeing 777 cargo plane. She thinks it will go a long way to improving their fuel consumption and air emissions in the long-run…
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Question: What should have been done by the government to address this problem?
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Q3. A reporting process can increase the number of non-actionable reports?
True or false?
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Firm’s mission statement can improve and hurt the performance of a firm. Explain the reasons for such argument.
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Enabled: Chapter 4 The Art of Modelling with S..
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An analyst has started preparing a spreadsheet as shown below. Column A contains the headings for various parameters and Column
B contains the analyst's range names to be used in Excel.
A
B
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3 Profit per Unit
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use in Excel.
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CostPerUnit
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VariableCosts$
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A plumbing repalr company has 9 employees and must choose which of 9 jobs to assign each to (each employee is assigned to
exactly one job and each job must have someone assigned).
a. How many decision varlables will the linear programming model include?
Collapse
Number of decision variables
b. How many fixed requirement constraint will the linear programming model include?
Number of fixed requirement constraints
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Article:
(Email)
From: Joanna Bockman
To: Frederick Helmut
Date: January 26, 2023
Subject: Updated Design Needed
Good morning Mr. Helmut,
We recently discussed the possibilities of you releasing your new innovation discovery to the organization. I understand you may have some concern regarding releasing the information of your findings as you may believe you will not receive credit or that the company is not open to new ideas. I wanted to reassure you we here at GDD will always be open to new innovative ideas that can increase the practices of the company.
I believe that your recent findings may be a solution to a business problem the company is experiencing. The company recently lost a contract due to the inability to price competitively for the number of large packages in the cargo hold. I believe with the help from you, with your new design, we would be able to double the number of packages held in the cargo hold.
Incorporating your ideas for this new design will help GDD deliver…
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Topic: Managment Information system
Please read and answer the different parts
operational management in Marketing department please answer accordingly
Insurance Ltd. accepts payments on various insurance policies from employees of businesses across the island. These businesses deduct payments from employees’ salaries and pay the insurance company a lump sum each month. This total amount deducted is shown on each employee’s payslip. Deductions are due at the end of each month and each participating business submits one payment for its employees to the insurance company via online payments through the bank. However, if payments were received after 11:00 a.m., the bank does not process them until the next business day. At the beginning of each month an administrative assistant at MGMT Insurance Ltd. downloads the deductions for each company and allocates payments to the various policies. These payments include the client’s unique number along with his/her relevant policy numbers…
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Subject: Strategic Information Systems for Business and Enterprise
Q) HARDA Limited employs 650 workers in ten different departments. These workers work in various capacities, including the manufacturing workers, technician, and janitorial workers. Each department has a supervisor who is responsible for supervising departmental activities. In addition to supervising operations, the supervisors of the departments are responsible for recruiting, hiring, and firing workers within their areas of responsibility. The organization attracts casual labour and experiences a 20 to 30 per cent turnover rate in employees per year.
Employees clock on and off the job each day to record their attendance on time cards. Each department has its clock machine located in an unattended room away from the main production area. Each week, the supervisors gather the time cards, review them for accuracy, and sign and submit them to the payroll department for processing. Besides, the supervisors submit personnel…
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A Firm must know the laws of a country in which it wants to conduct business and it must understand how the laws are reinforced. Is this statement true or false?
Question 1 options:
a) True
b) False
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JurongHealth Case
1) What technologies are used by JurongHealth? What purpose do they serve?
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Q/Choose a suitable question for each of the following answers.
1-Harry works for an international company in Dallas. * Where Harry is working and in which place?
For what company Harry does work and where?
For what and where does Harry work ?
Does Harry work in an international company in Dallas?
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SEE MORE QUESTIONS
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- S.I.T. CARE RENTAL: AN UPGRADE OPPORTUNITY IN TRINIDAD AND TOBAGO (IVEY case) Case learning objectives:This case gives students an opportunity to:• Complete the industry analysis and define its main characteristics and critical success factors;• Analyze a company’s internal capabilities, compare it to its competitors, and evaluate its main customer groups;• Justify a comprehensive and well-informed decision regarding an upgrade opportunity. Organisation and methodology:Each student will be required to show his/her understanding of the concepts of the Strategic Management and analytical skills in the work with the case. On the basis of this analysis each student will have to write an individual report. The students will need to carefully read the case and after that the students will need to answer in a paper the following questions: Question 1: How would you formulate the mission of SIT company? Question…arrow_forwardSafari File Edit View History Bookmarks Window Help ✓ < mylab.pearson.com Access Pearson P Pearson MyLab and Mastering P Course Home P Homework 24FA MGS 3100 ONF02 → Homework: Ch 02 Homework Question Part 1 of 4 Sun Sep 15 2:59 PM b Success Confirmation of Question S... Catherine Lee 09/15/24 2:59 PM Completed: 0 of 18 | My score: 0/30 pts (0%) Save Minimize list {} {} Concept Question 4.4 Question 0/1 pt Concept Question 4.3 Question 0/1 pt Concept Question 5.1 Question 0/1 pt Concept Question 5.3 Question 0/1 pt Founded in 1970, ABC is one of the world's largest insurance companies with locations in 28 countries. Given the following description, flowchart the new policy setup process as it existed in 1970: Individual customers who wanted to set up a new policy would visit one of ABC's 70 branch offices or make contact with an agent. They would then fill out an application and sometimes attach a check. The branch office then sent the application package through company mail to the XYZ…arrow_forward↓ ← M Gmail UNILUS | E X ChatGPT X YouTube GBS 660_A X Maps GE News C + File C:/Users/nemet/Desktop/UNILUS/2024/GBS%20660_Assignment%20Distance%20January%202024%20(1).pdf Translate GBS 660_Assignment Distance January 2024 (1).pdf Production X Lusaka Times-Zamb... R Browse Map | Rulac Item cost per Unit Setup cost 4 / 4 2 80 6-Hour D X Inventory carrying cost per year Weekly Net Requirement 1 105 3 130 QUESTION 2: The determination of lot sizes in an MRP system is a complicated and difficult problem. Lot sizes are the part quantities issued in the scheduled receipt and planned-order release sections of an MRP schedule. For parts produced in-house, lot sizes are the production quantities of batch sizes. For purchased parts, these are the quantities ordered from the supplier. Consider the following data relevant to an MRP lot-sizing problem: 4 50 Membersh X b Answered: X G The detern X 100% + # $25 $100 20.8% 5 Building a Better Re... 0 6 200 Get involved in hum... 7 125 8 100 Use the…arrow_forward
- Article: INTEROFFICE MEMORANDUM TO: ERNESTINE BORGNINE FROM: JANE CLIVE SUBJECT: CKM POSITION DATE: 01MARCH 2023 I am pleased to inform you that the board has approved the hiring of a Chief KnowledgeOfficer (CKO) to take the lead in developing the infrastructure, resources, process, and culture for the upcoming Knowledge Management Department. The CKO will be the primary resource for ensuring that the goals of the KM department alignwith the organizational strategies and objectives of GDD. This includes capturing tacit knowledge of our employees through various methods and documenting the necessary knowledge to ensure that it can be disseminated and used foryears to come by existing and future employees. The role of the CKO is to help to ensurethat GDD transforms into a contemporary business environment that promotes knowledge sharing to continue to be sustainable and profitable. The CKO will achieve this by prioritizing KM initiatives, implementing KM processes and procedures, and…arrow_forwardTopic: “What are some causes of rising food prices and the challenges faced by rural farmers in Mt. Royal, Carriacou.” A. Based on the topic above, what are the theory/theories that provide an explanation for the problem you are studying?arrow_forwardPlease do not give solution in image format thanku our Task: Read the letter and instructions below. Then write a polite adjustment letter to Pamela Eyring, Nambe Engineering Solutions, Inc. 2328 San Paulo St., Santa Fe, NM, 87505, to secure the customer's goodwill and future business. The Letter: January 30, 2023 Mr. Scott Hogarth Regional General Manager Protocol Car Rentals, 121 Aviation Drive Santa Fe, NM 87507 Dear Regional General Manager Scott Hogarth: You’re not going to believe this horror story I have to relate to you about how incompetent the amateurish bozos are that work for you! You should fire the whole bunch at the Santa Fe Airport branch. I’m tired of lousy service and of being chargedarrow_forward
- 5) We offered 50% of our drivers monetary bonuses to increase their activity. Compare the results with the control group and explain if the campaign was successful and should we do it again or not. Condition: Stay online 30 hours and accept 75% of rides. Get 70€ bonus. Control Group Online hours Offline hours Bookings received Bookings successfully completed Bonus Group Online hours Offline hours Bookings received Bookings successfully completed Write here your answer about the results of the campaign Driver 1 15 35 15 13 Driver 55 33 19 29 25 Driver 2 29 21 30 Driver 56 5 55 6 6 Driver 3 17 23 12 10 Driver 57 32 8 19 16 Driver 4 31 19 31 26 Driver 58 32 18 29 26 Driver 5 36 24 44 24 Driver 59 38 22 20 17 Driver 6 14 26 10 12 Driver 60 17 23 10 9 Driver 7 5 40 5 4 Driver 61 4 46 3 3 Driver…arrow_forwardQuestions 1. Was Joseph right in expecting Henry to check the work of his department? Why? 2. How did the situation between Joseph and Henry develop? 3. What could Praveen have done to prevent or correct this situation? 4. How do you think Praveen would handle the problem now? 5. What kind of human relations approach should Praveen take to rectify and prevent such problemsarrow_forward9:01 PM 9יוה וi" Group Work.pdf UNIVERSITY OF PROFESSIONAL STUDIES, ACCRA (UPSA) 主 DIPLOMA PROGRAMME LEVEL 100 PDBA 117: BUSINESS COMMUNICATION 2021 ACADEMIC YEAR, FIRST SEMESTER GROUP WORK QUESTION You are the Managing Director of MediConsult, a medical supplies company, located at Tema. Due to the COVID-19 pandemic, your regular import of supplies has been cut by half. As a result, you are unable to meet the demands of most of your clients. Write a letter to the Procurement Director of Abala Hospital, Spintex Road, to inform her of your inability to supply her company's request for face masks. INSTRUCTIONS 1. All letters should come on a letter head 2. Use a standard business letter format 3. Use a fully-blocked layout 4. Final submissions should be in a pdf format. 5. Submissions should be via UPSA Virtual only 6. Clearly state the following on the cover page: a. your class (Example: Public Relations Group 1) b. your group (Example: Group 10) c. names and index numbers of all group…arrow_forward
- Topic: Management information systems Please read and answer throughly beening a operational manager of the Marketing department The MGMT Insurance Ltd. accepts payments on various insurance policies from employees of businesses across the island. These businesses deduct payments from employees’ salaries and pay the insurance company a lump sum each month. This total amount deducted is shown on each employee’s payslip. Deductions are due at the end of each month and each participating business submits one payment for its employees to the insurance company via online payments through the bank. However, if payments were received after 11:00 a.m., the bank does not process them until the next business day. At the beginning of each month an administrative assistant at MGMT Insurance Ltd. downloads the deductions for each company and allocates payments to the various policies. These payments include the client’s unique number along with his/her relevant policy numbers and amounts due.…arrow_forwardhelp me question 1 iii), vi), v), iv)arrow_forwardInitiative: Implementing Product Inspection and Consumer Engagement Based on the above initiatives created for a company working toward B corp certification and to help strengthen the corporation's commitment to people, planet and profit: 1)Recommend an operational management strategy or technique (e.g., project management, lean manufacturing, or Six Sigma) that is appropriate to implement for each selected initiative, and explain why. 2)Define the requirements for the successful implantation of each selected initiative as well as the scope of each. Describe how changes to the requirements and scope would impact timelines, budget, and risk. 3)Explain the key internal and external stakeholders who would be involved in planning and implementing each selected initiative, as well as why each identified stakeholder is needed to successfully implement the initiatives.arrow_forward
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