Assessment 3

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Cluster 4 Assessment 3 Presentation of Coffee Ville Activity 4 – Alternative options for presentation Activity 5 – Develop and participate in professional networks Presented for: Abu Siddique Presented by: Netchanok Pengkhampha Student ID: 0675

Activity 4 – Alternative options for presentation Introduction Coffee Ville in Warwick, Rhode Island, is a re-creation of The Bagel Factory. The Bagel Factory, owned by Thomas Buontempo, was a bagel manufacturer and Italian Bakery for the past 18 years. The Bagel Factory suffered an unfortunate fire on July 6, 2013. In one day, 18 years of hard work came to a screeching halt and The Bagel Factory was closed. Tom was able to take some time to research his business on the various social media outlets and decided to make some necessary changes during the renovation and re-creation of what is now Cafe (coffee) Tempo (time) Coffee House . The inception of Coffee Ville was created to offer a better atmosphere for both his customers and his employees. His vision is, an atmosphere that is inviting, relaxing and fun. He has created "The Coffee Ville Team", to ensure a high focus of customer service so every person that walks through our doors feels at home and has "The Ultimate Customer Experience". Come in, relax and feel at home, where our house is your house! MISSION • To bring back Australian values by being an innovative coffee business model that is sustainable, honest, fair and passionate. • As a COFFEE PROVIDER is to earn the loyalty of customers and grow the business by developing and marketing coffee products that are leaders in quality and consumer interest. To enable and inspire customers to enjoy a coffee experience by providing distinctive, excellent service, high quality products, superior coffee and knowledge. • As a COFFEE SHOP is to excite our customers serving premium quality coffee, espresso beverages, coffee cocktails and more by our traditional Filipino touch. To provide the very best support to our clients and the very best coffee shop systems for our franchisees, to empower each shop or franchise the edge for success. VISION • To position Coffee Ville Company as a dominant regional brand of the cordilleras, with a national presence, by consistently delivering exciting products, sensations and experiences to an increasing number of admirers. Furthermore, by growing our customer base, distribution, exporting and expanding our franchise system, while giving back to the farming communities and the less fortunate. • Coffee, one of “life’s little joys”, ties people, cultures and countries together. We adhere to serving the best beans from farms and importers that are fair trade, organic and use sustainable growing practices. Our coffee is enjoyed by our customers and empowers business partners and the community-at-large. Quality in the bean, service and experience of savoring a fine coffee is our standard. Company Goals We provide our employees and customers with the information and education to fully appreciate the myriad of factors that influence a great cup of coffee. This includes best business practices, knowledge of coffee growing regions, roasting variables and evaluating the flavor in the cup. We support pay equality for women in all positions with our company based on work ethic and tenure with our company.

The long term goals of the company are stated below: • Establishing the brand: The brand of the company must be strengthened and different strategies must be used to make the brand a powerful brand in such a way that people would relate fun and coffee with Cosmo coffee. • The financials of the company: Through proper collaboration and planning the financials of the company must be appropriate enough so that the organization might take decisions of opening up different branches and sound financial performance of the company would devise the expansionary policy of the company. • Emphasis must always be laid on the quality and ambience of the coffee shop so that customers can easily be retained on a long term basis. • Besides opening different branched the organization might adopt a franchise system and they might enter into different countries. Over the longer term, restaurant venues can expect that a consummately professional email marketing campaign will produce: • Diner loyalty • Gaining competitive advantage in the region • Higher traffic for a broader range (booked and/or closed parties, large groups, birthdays, etc.) • Increased cooperation from suppliers & related business (liquor, food, kitchen supply stores) • Online authority translating to local market leadership • Year on year sales The short term goals of the company are stated below : An effective email promotional campaign that is professionally crafted to meet the marketing prerequisites of your restaurant venue can show these types of results over the shorter term: • Customer participation • Encourage larger groups to dine • Extend online presence & authority • Location recognition • Same quarter sales • Word of mouth Objectives Coffee Ville Culture’s objectives for the first year of operations are: • Become selected as the “Best New Coffee Bar in the area” by the local restaurant guide. • Turn in profits from the first month of operations. • Maintain a 65% gross margin. Keys to Success The keys to success will be: • Store design that will be both visually attractive to customers, and designed for fast and efficient operations. • Employee training to insure the best coffee preparation techniques.

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• Marketing strategies aimed to build a solid base of loyal customers, as well as maximizing the sales of high margin products, such as espresso drinks. Product Description The menu of the Coffee Ville Culture coffee bar will be built around espresso-based coffee drinks such as lattes, mochas, cappuccinos, etc. Each of the espresso-based drinks will be offered with whole, skimmed, or soy milk. Sales Literature Two thousand flyers will be distributed in the adjacent neighbourhood, on the University campus, at the malls and in the selected office buildings within two weeks prior to the opening of Coffee Ville Culture. Coffee Ville Culture will strive to build a loyal customer base by offering a great tasting coffee in a relaxing environment of its coffee bar located close to the bustling University of Oregon campus. Market Segmentation Coffee Ville Culture will focus its marketing activities on reaching the University students and faculty, people working in offices located close to the coffee bar and on sophisticated teenagers. Our market research shows that these are the customer groups that are most likely to buy gourmet coffee products. Since gourmet coffee consumption is universal across different income categories and mostly depends on the level of higher education, proximity to the University of Oregon campus will provide access to the targeted customer audience. Target Market Segment Strategy Coffee Ville Culture will cater to people who want to get their daily cup of great- tasting coffee in a relaxing atmosphere. Such customers vary in age, although our location close to the University campus means that most of our clientele will be college students and faculty. Our market research shows that these are discerning customers that gravitate towards better tasting coffee. Furthermore, a lot of college students consider coffee bars to be a convenient studying or meeting location, where they can read or meet with peers without the necessity to pay cover charges. For us, this will provide a unique possibility for building a loyal client base. Market Needs: General trend toward quality among U.S. consumers definitely plays an important role in the recent growth in gourmet coffee. Industry Analysis Coffee consumption has shown a steady 2.5% growth rate in the United States over the last decade. In 1994, total sales of coffee were approximately R75 Billion with gourmet coffee representing 33% (or R25 Billion) of that. The retail coffee industry is flourishing in the U.S. Pacific Northwest. The local climate, with a long rainy season, is very conducive for the consumption of hot non- alcoholic beverages. At the same time, hot dry summers drive people into cafes to order iced drinks. Further, coffee has really become a part of the lifestyle in the Pacific Northwest.

Its discerning coffee drinkers are in favour of well-prepared, strong coffee-based beverages, which they can consume in a relaxing environment. Activity 5 – Develop and participate in professional networks Buffer Buffer’s one of our favorite content marketing examples, due to their three-pronged content marketing strategy. The company used guest blogging to fuel their initial growth, writing a couple of times a day and publishing content on high visibility sites. That growth hacking strategy helped Buffer attract their first 100,000 users. On Buffer’s own blog, the company concentrated initially on writing for the people who influenced their customers, producing high quality, and highly shareable, content. Buffer now has four blogs, including the Transparency blog and Open blog, where they have shared business ups and downs over the years. And they share their best content via a regular email marketing strategy. The results speak for themselves: Buffer is a highly recognized and trusted brand, with almost 400,000 users, and around a million followers across multiple social media sites. Rip Curl

Rip Curl bills itself as the “ultimate surfing company”. One of the ways it shows that dedication is via an online publication known as The Search. The Search chronicles surfers’ search for the best waves and the ultimate surfing lifestyle, and features great photography, and stories told by surfers for surfers. With more than 100,000 YouTube subscribers, and a whopping 2 million plus Facebook followers, this is a great example of matching content to your target audience to grow your business and make it profitable. Superdrug Our next content marketing example uses both publishing placements and social media to get the audience’s attention. Superdrug wanted to raise awareness around body image issues. To do this, the company asked 18 graphic designers around the world to edit a photo of a model in Photoshop to bring it in line with their own country’s beauty norms. The company published the results on Buzzfeed and Huffington Post, resulting in: • International news coverage, and placements with major publications like the New York Times, The Telegraph, and Business Insider • Celebrity endorsements of the campaign, like the one from Sofia Vergara below • 3 million views of the original study • Around 1 million social shares

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LinkedIn If you want to know how to use LinkedIn effectively, nobody’s going to be more expert than LinkedIn itself. That’s why the company’s ebook on its own approach to marketing with LinkedIn is such a winner. The landing page whets customers’ appetites with a series of tips and stats, and most LinkedIn users will want to opt in immediately.

Third-party report Item Details Type of networking / business relationship building or professional development activity What activity was undertaken? Networking provides great opportunities to establish business contacts and referral networks. This is probably the most widely known benefit of networking: businesses network in order to reach more people, generate more referrals and, in the process, increase the amount of business that the company is getting. The good thing about having a business network is that you can be assured that you will be in the company of like-minded individuals. You, and the others who are also networking and belong in the same network, are there for the same purpose, which means that you are likely to help each other out. Everyone will be working for their mutual benefits. What was the purpose? Networking allows you to learn the dynamics within the industry, particularly of the industry that you or your business belongs to. If you are only starting a business, or you are only on your first few days at a new job, you are pretty much a fish out of water. You can only rely on what you were able to research about the industry or about the company, prior to stepping into the fray. Networking allows you to have a learning experience that will make you more prepared and more capable to move forward, either as a business or as a professional. Do you think this purpose was achieved? Did you know that many successful businesses today started because of an opportunity that was made possible by networking? A business looking for ways to invest its idle resources is likely to tap into its network to look for other businesses that are thinking along the same lines. They will come together, and invest in a joint venture or another partnership. Let’s make things simpler. An event organizer is putting together a convention where resource speakers on anything IT-related will be on. The problem is that he has been organizing corporate speaking events before, and does not know any IT experts or resource persons. To address that, he taps his network of speakers and experts on corporate matters, asking for help. They, in turn, will

look into their respective networks of speakers, where the IT experts are. This is networking at work. What communication or online technology was used? In business networking, it is not rare to hear the word “connections” being used. You may have often heard this sentence used: “It’s not WHAT you know; it is WHO you know”. In an average world without networking, there is no way that an owner of a small business will be able to get even a 10-minute audience with, say, Facebook founder Mark Zuckerberg, to pick his mind and ask for business advice. However, thanks to networking, this gap is bridged, and even new business owners will have the chance to be able to talk to highly influential and brilliant minds. Issues or problems (if relevant) What issues arose between you and the candidate that required negotiation or resolution? Conflict resolution questions are behavioral questions typically reserved for individuals being considered for management or advanced-level positions, but any serious job-seeker should be prepared for these types of questions. Organizations with horizontal hierarchy typically ask conflict resolution questions to individuals who could eventually be promoted to management. These types of questions help hiring managers and prospective employers assess a candidate's ability to manage conflict and their interpersonal skills in general. Interviewers also include conflict resolution questions in their repertoire because most jobs require you to be able to get along with different types of people with different personalities. It's not uncommon to end up working with coworkers and/or clients that are egomaniacs, slackers, idiots or just plain weirdos. Differing view points will be the norm, and disagreements are bound to occur. To succeed professionally, you must be able to deal with conflict in a productive (not destructive) manner. Conflict questions are also a good way of seeing whether you're a team player. Interviewers want to see how well you function as part of a team. In fact, it's quite common for interviewers to ask interviewees to share a team experience that involved conflict or a "difficult person" and how they dealt with it. Finally, an interviewer may just want to get a sense of what it would (will) be like to work with you. It's not uncommon for the interviewer to also be the division manager who you'll be working with day in and day out. Was the issue resolved or negotiated? What was the outcome?

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First of all, when responding to conflict resolution questions, answer with confidence. You're likely being considered for a management or supervisory position where you will frequently be required to work in teams, delegate responsibilities, and handle difficult problems (and employees). Only confident candidates need apply. Most job-seekers come to the interview prepared with various work related experiences that cast them in a positive light, but few come adequately prepared to provide less-than-delightful examples of past work-related conflicts they'd just as soon forget ever happened. Preparing a few good examples of conflicts you've dealt with in the past is the key to answering conflict resolution questions. How was this outcome achieved? The following is an effective way to answer conflict resolution questions: Before proposing a solution, I collect all relevant facts surrounding the conflict. Conflicts are often resolved if sufficient time is devoted to determining root causes, while disregarding trivial or irrelevant facts. An effective answer can also be supplemented with the following response: When resolving a problem between employees, I serve as a neutral third party. When needed, I establish rules of conduct. For an organization to operate efficiently, employees must be on the same page. At most organizations, bad feelings may exist among some employees, so a manager is responsible for ensuring that employees are placed in situations where they're comfortable to focus on their job responsibilities. In other words, employees must be situated around others they can work with so productivity is not affected. Are you satisfied with the candidate’s performance? Why? Why not? 1. The relevancy of the document you produce. Everyone is interested in this framework, since its structure and “moving parts” support the vision at the top. 2. Clarity about departmental and individual accountabilities. Who does what, and what can I count on you for? 3. The performance management system is based upon this accountability and responsibility matrix , and you are

working with real behavioural indicators to prove success. This helps keep the subjective part to a minimum. 4. All parties know what is required and what is being managed. 5. Employee engagement roars ahead as everyone is feeling in the loop and clear on what is required. (Success breeds success.) 6. Tough conversations are replaced with brief coaching sessions. Feedback Did the candidate use appropriate communication skills to develop the networking relationship? Give an example: Be Aware of Other People's Emotions Be sympathetic to other people's misfortunes and congratulate their positive landmarks. To do this you need to be aware of what is going on in other people’s lives. Make and maintain eye contact and use first names where appropriate. Do not be afraid to ask others for their opinions as this will help to make them feel valued. Consider the emotional effect of what you are saying and communicate within the norms of behaviour acceptable to the other person. Did the candidate treat you fairly and not discriminate against you on the basis of gender, sexuality, race, age, etc.? Empathise Empathy is trying to see things from the point-of-view of others. When communicating with others, try not to be judgemental or biased by preconceived ideas or beliefs - instead view situations and responses from the other person’s perspective. Stay in tune with your own emotions to help enable you to understand the emotions of others. If appropriate, offer your personal viewpoint clearly and honestly to avoid confusion. Bear in mind that some subjects might be taboo or too emotionally stressful for others to discuss. Encourage Offer words and actions of encouragement, as well as praise, to others. Make other people feel welcome, wanted, valued and appreciated in your communications. If you let others know that they are valued, they are much more likely to give you their best. Try to ensure that everyone involved in an interaction or communication is included through effective body language and the use of open questions.

Did the candidate modify their approach in any way to cater to any special needs in order to treat your fairly? Give an example if relevant) To build your pipeline and reach potential buyers you wouldn't normally get access to, it's essential to always be expanding your network. Here are some tips to help you improve your networking skills. 1. Take a close look at the network and resources that you already have in place. Don't overlook the hidden potential that is all around you. Creating new opportunities from pre-existing ones is the most elemental of networking skills. 2. You can network anywhere, with anyone. When looking for organizations to join to help you build your relationships and connections, choose groups where you can make a contribution and will be interested in what is going on. 3. Communicating your message is a means of gaining credibility that is best accomplished through substance, not style. Listening and asking questions helps you build rapport and trust. Practice your communications until you feel confident that your message will come across as genuine and unscripted. 4. Most of us can't just show up at an event, stand around, and expect people to come up and talk to us. Be proactive and start conversations with others. This does not mean you have to be the center of attention and the life of the party. Simply be yourself and the rest will fall into place. 5. Keep the conversation fresh and interesting. Balance the amount that you talk with the amount the other person is talking and ask open-ended questions. Did the candidate build your trust or show leadership? Give an example: 1. Exit quickly from conversations that aren't good matches. When you find good conversations with people who could be the right fit, don't be too quick to leave. A few rich conversations and good new connections can make for a very successful event. 2. When it comes to networking, knowing what not to do is as important as knowing what to do. 3. No matter which method you choose, follow up is crucial to your networking effort. Follow up turns a casual contact made at a meeting, party, or event into a potential long-term relationship.

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4. In the end, networking is all about building relationships that are honest, sincere, and of value to both parties. As you work to stay in touch, try to develop relationships that benefit the other party as much as they do you. Build relationships for the long term. 5. The best part about building relationships is that whatever you put in comes back to you. More and better relationships mean a greater likelihood of generating leads that you can convert into great opportunities for your business. What advice would you give the candidate for further professional development or development of networking or relationship-building skills? Understand and leverage personal style: Networking is not just for the extrovert. Introverts can be just as effective at developing interpersonal networks; they just do it in a different way. Strategically target your activities: Not all networking events or organizations are equal; you need to determine which events will give you the best return on your investment. Systematically plan networking: Meaningful connections don’t just happen—planning activities, evaluating experiences, and anticipating next moves lead to great connections. Develop relationships over time: You don’t meet someone today and become their trusted advisor tomorrow. You need to learn how to build relationships and who to build them with. Engage others effectively: Sure, laughing and socializing with others is fun, but it is not how you create effective business networks. You need to learn how to engage meaningfully, remember people’s names, and make sure they remember yours. Showcase your expertise: You can learn to talk about your accomplishments and skills without coming across as a braggart, and it is essential to do so if you are going to have an effective network. Assess opportunities: Easy to join, hard to leave—it is essential that you evaluate your networking experiences relative to your changing goals and decide when to get more involved and when to exit gracefully. Deliver value: At its core, networking is an exchange of value— whether it is time, information, or your talents. You need to be able to recognize what you have to give, as well as what you want to get. Name of candidate: KERRY Name of observer/third party/network contact:

Third-party report MICHEAL Position of observer: 2 Kent Street, Sydney NSW 2000 Professional relationship to candidate (Supervisor, client, colleague, professional peer, trainer, coach, etc.): Supervisor Contact details: 042 999 9999 Signature of observer / Assessor: Date: MICHEAL 23 Jan 2019 Signature of candidate: Date: KERRY 23 Jan 2019 Item Details Type of networking / business relationship building or professional development activity What activity was undertaken? 1. Strength business connections Networking is about sharing, not taking. It is about forming trust and helping one another toward goals. Regularly engaging with your contacts and finding opportunities to assist them helps to strengthen the relationship. By doing this, you sow the seeds for reciprocal assistance when you need help to achieve your goals. 2. Get fresh ideas Your network can be an excellent source of new perspectives and ideas to help you in your role. Exchanging information on challenges, experiences and goals is a key benefit of networking because it allows you to gain new insights that you may not have otherwise thought of. Similarly, offering helpful ideas to a contact is an excellent way to build your reputation as an innovative thinker. 3. Advance your career Being visible and getting noticed is a benefit of networking that’s essential in career building. Regularly attending professional and social events will help to get your face known. You can then

help to build your reputation as being knowledgeable, reliable and supportive by offering useful information or tips to people who need it. 4. Get access to job opportunities Expanding your contacts can open doors to new opportunities for business, career advancement, personal growth, or simply new knowledge. Active networking helps to keep you top of mind when opportunities such as job openings arise and increases your likelihood of receiving introductions to potentially relevant people or even a referral. What was the purpose? Interconnected business contacts = more knowledge Networking is a great opportunity to exchange best practice knowledge, learn about the business techniques of your peers and stay abreast of the latest industry developments. A wide network of informed, interconnected contacts means broader access to new and valuable information. Get career advice and support Gaining the advice of experienced peers is an important benefit of networking. Discussing common challenges and opportunities opens the door to valuable suggestions and guidance. Offering genuine assistance to your contacts also sets a strong foundation for receiving support in return when you need it. Build confidence By continually putting yourself out there and meeting new people, you’re effectively stepping outside your comfort zone and building invaluable social skills and self-confidence that you can take with you anywhere. The more you network, the more you’ll grow and learn how to make lasting connections.

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Do you think this purpose was achieved? Gain a different perspective It’s easy to get caught up in the day-to-day of your professional realm and end up in a rut. By talking to others in your field or people with expertise in a particular area, you can gain insights that only come from viewing a situation with fresh eyes. Asking for opinions from contacts you trust or admire can help you see things in a new light and overcome roadblocks that you might not have known how to circumvent otherwise. Develop long-lasting personal relationships Of course, the point of networking is to develop and nurture professional relationships, but some of the strongest and most long- standing friendships are borne from work connections. Your networking contacts are probably like-minded people with similar goals as your own, so it’s not unlikely that your professional support network will spill over into your personal friendships. What communication or online technology was used? Don’t let your communications take up more time than necessary. Many people try to justify the hours spent on social media, email and text as essential to ‘keep on top of things’. But there are ways to curb time spent communicating. Creating standard messages for repeated enquiries; aggregating your social media pages into one platform, such as Hootsuite; and responding to emails/messages at set times help with this. It’s also important to give yourself ‘time out’ from using technology. This will help you recharge and be more efficient when using it.

Issues or problems (if relevant) What issues arose between you and the candidate that required negotiation or resolution? It is vital that a negotiator have the ability to keep his emotions in check during the negotiation. While a negotiation on contentious issues can be frustrating, allowing emotions to take control during the meeting can lead to unfavorable results. For example, a manager frustrated with the lack of progress during a salary negotiation may concede more than is acceptable to the organization in an attempt to end the frustration. On the other hand, employees negotiating a pay raise may become too emotionally involved to accept a compromise with management and take an all or nothing approach, which breaks down the communication between the two parties. Verbal Communication Negotiators must have the ability to communicate clearly and effectively to the other side during the negotiation. Misunderstandings can occur if the negotiator does not state his case clearly. During a bargaining meeting, an effective negotiator must have the skills to state his desired outcome as well as his reasoning. Was the issue resolved or negotiated? What was the outcome? Collaboration and Teamwork Negotiation is not necessarily a one side against another arrangement. Effective negotiators must have the skills to work together as a team and foster a collaborative atmosphere during negotiations. Those involved in a negotiation on both sides of the issue must work together to reach an agreeable solution. Problem Solving Individuals with negotiation skills have the ability to seek a variety of solutions to problems. Instead of focusing on his ultimate goal for the negotiation, the individual with skills can focus on solving

the problem, which may be a breakdown in communication, to benefit both sides of the issue. Decision Making Ability Leaders with negotiation skills have the ability to act decisively during a negotiation. It may be necessary during a bargaining arrangement to agree to a compromise quickly to end a stalemate. Interpersonal Skills Effective negotiators have the interpersonal skills to maintain a good working relationship with those involved in the negotiation. Negotiators with patience and the ability to persuade others without using manipulation can maintain a positive atmosphere during a difficult negotiation. How was this outcome achieved? Problem Analysis Effective negotiators must have the skills to analyse a problem to determine the interests of each party in the negotiation. A detailed problem analysis identifies the issue, the interested parties and the outcome goals. For example, in an employer and employee contract negotiation, the problem or area where the parties disagree may be in salary or benefits. Identifying the issues for both sides can help to find a compromise for all parties. Preparation Before entering a bargaining meeting, the skilled negotiator prepares for the meeting. Preparation includes determining goals, areas for trade and alternatives to the stated goals. In addition, negotiators study the history of the relationship between the two parties and past negotiations to find areas of agreement and common goals. Past precedents and outcomes can set the tone for current negotiations.

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Are you satisfied with the candidate’s performance? Why? Why not? Negotiators have the skills to listen actively to the other party during the debate. Active listening involves the ability to read body language as well as verbal communication. It is important to listen to the other party to find areas for compromise during the meeting. Instead of spending the bulk of the time in negotiation expounding the virtues of his viewpoint, the skilled negotiator will spend more time listening to the other party. Ethical standards and reliability in an effective negotiator promote a trusting environment for negotiations. Both sides in a negotiation must trust that the other party will follow through on promises and agreements. A negotiator must have the skills to execute on his promises after bargaining ends. Feedback Did the candidate use appropriate communication skills to develop the networking relationship? Give an example: Here are a few indicators of poor communication to be on the lookout for: • Interrupting others • Looking at your phone while others are speaking • Rambling without a clear point • Avoiding eye contact • Closed body language These are manifestations of poor conversation etiquette, and will definitely harm your ability to get your point across. Did the candidate treat you fairly and not discriminate against you on the basis of gender, sexuality, race, age, etc.? Trust Delegating responsibility and showing trust in the ability of your employees is an important factor in developing credibility. Showing trust in your employees' skill sets and their ability to perform a designated task develops confidence in your ability to manage the team.

Respect Working with subordinates while maintaining a position of authority, as opposed to talking down to your staff, helps to develop leadership credibility. Show respect for your staff members' individual needs, abilities and opinions to help gain their loyalty. Did the candidate modify their approach in any way to cater to any special needs in order to treat your fairly? Give an example if relevant) Here are some examples of common body language signals and what they communicate: • Crossed or folded arms – Defensiveness, insecurity • Hands clasped behind the body – Authority, confidence • Adjusting clothes, watch, jewelry – Nervousness • Finger pointing – Aggression • Clenched fists – Anger, resolve, anxiety • Clasping or squeezing hands – Self-soothing • Hands on the hips – Authority, assertiveness Without realizing it, we’re telling a story with our bodies. The next time you’re speaking to another person, perform a quick body scan to find out how your body is positioned. Did the candidate build your trust or show leadership? Give an example: Focused A good leader is focused on the goals he is charged with and guides his team towards achieving those goals. Leaders can lose credibility when they get off track and do not take the actions necessary to help individual employees and the entire group reach focused objectives. Accountability To establish credibility, a leader must be accountable for her decisions and her actions. When a leader makes a mistake, she owns up to it and takes the steps necessary to correct the error.

Loyalty Your credibility as a leader is gained by remaining loyal to your subordinates and watching out for their best interests. If the company is considering decisions that could result in a cut in pay or job losses, you need to stand up for your staff and work to find solutions that can help them retain their jobs. Loyalty from a manager results in the staff returning the sense of commitment to mutual success. What advice would you give the candidate for further professional development or development of networking or relationship-building skills? It is easy to underestimate the value of making connections, but these relationships are vital for the span of your professional career, whatever path you pursue. Networking is not only about securing business opportunities, but should be about inspiring ideas, sharing information and collaborating. Those who master the art will be better placed to succeed. Name of candidate: JACK Name of observer/third party/network contact: BOBBY Position of observer: 22 Elizabeth Street, NSW 2000 Professional relationship to candidate (Supervisor, client, colleague, professional peer, trainer, coach, etc.): CLIENT Contact details: 042 555 5555 Signature of observer / Assessor: Date: BOBBY 23 Jan 2019 Signature of candidate: Date: JACK 23 Jan 2019

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Write a reflection piece to document your application of knowledge. Developing and maintaining business networks 1. Touch base frequently. If they recently placed an order or you provided a service, ask them for feedback. Showing you care about their satisfaction level speaks volumes about your commitment to them. It can also provide you with an opportunity to gain insight on other products and services that you can offer to gain new business. If they have not done business with you in a while, check to see how you can help them. It may also serve as a reminder that they may need your product or service. 2. Pick up the phone. If most of your communication takes place via e-mail, it's still important to pick up the phone occasionally to touch base with your customers. Personal interaction is an important element in building a relationship. 3. Branch out. You may have a particular target market in mind, but to reach it doesn't mean that you network with just that group. Find groups that don't mirror your target market and build relationships with their members. That is the benefit of networking. People you meet know people who might be future customers. 4. Become a resource. Stepping out to assist someone doesn't always mean you'll get an immediate return on your efforts. Refer a customer to them, help with an event or offer suggestions. When they, or someone they know, are looking for a product or service that you offer, you're more likely to be foremost in their mind. The more you get to know them, the more you'll be able to offer assistance by knowing their needs. Establishing and maintaining business relationships Be prompt with inquiries. It shows your commitment to a high level of service and establishes confidence in you and your company. Also, if an issue arises, take action and make it your priority to resolve it immediately. Sometimes errors and how we resolve them provide an exceptional opportunity to show our commitment to the customer--take a bad situation and make it a positive. Listen, listen, listen. Your customer may provide cues that might be your gateway to providing a personal touch. If they indicate that their child is heading off to their first year of college, or they are taking a long awaited vacation, jot these things down on a calendar so you can ask how things went when you do a follow-up call. Or they might state that it was their birthday last week. Put that on your calendar so the following year you can send a birthday greeting. Building any type of a relationship takes time, whether it's a personal or business relationship. It's an essential part of your business to help maintain and grow your customer base. As part of your daily to-do list, make a point to touch one customer every day. You may be surprised at the impact .

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Promoting the relationship Relationship marketing is about forming long-term relationships with customers. Rather than trying to encourage a one-time sale, relationship marketing tries to foster customer loyalty by providing exemplary products and services. This is different than most normal advertising practices that focus on a single transaction; watch ad A and buy product B. Relationship marketing, by contrast, is usually not linked to a single product or offer. It involves a company refining the way they do business in order to maximize the value of that relationship for the customer. Relationship marketing mainly involves the improvement of internal operations. Many customers leave a company not because they didn't like the product, but because they were frustrated with the customer service. If a business streamlines its internal operations to satisfy all service needs of their customers, customers will be happier even in the face of product problems. Technology also plays an important role in relationship marketing. The Internet has made it easier for companies to track, store, analyse and then utilize vast amounts of information about customers. Customers are offered personalized ads, special deals, and expedited service as a token of appreciation for their loyalty. Receiving feedback Feedback should be about behaviour not personality The first, and probably the most important rule of feedback is to remember that you are making no comment on what type of person they are, or what they believe or value. You are only commenting on how they behaved. Do not be tempted to discuss aspects of personality, intelligence or anything else. Only behaviour. Feedback should describe the effect of the person’s behaviour on you After all, you do not know the effect on anyone or anything else. You only know how it made you feel or what you thought. Presenting feedback as your opinion makes it much easier for the recipient to hear and accept it, even if you are giving negative feedback. After all, they have no control over how you felt, any more than you have any control over their intention. This approach is a blame-free one, which is therefore much more acceptable. Feedback should be as specific as possible Especially when things are not going well, we all know that it’s tempting to start from the point of view of ‘everything you do is rubbish’, but don’t. Think about specific occasions, and specific behaviour, and point to exactly what the person did, and exactly how it made you feel. The more specific the better, as it is much easier to hear about a specific occasion than about ‘all the time’!

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Feedback should be timely It’s no good telling someone about something that offended or pleased you six months later. Feedback needs to be timely, which means while everyone can still remember what happened. If you have feedback to give, then just get on and give it. That doesn’t mean without thought. You still need to think about what you’re going to say and how. Pick your moment There are times when people are feeling open to feedback and times when they aren’t. Have a look at our page on emotional awareness and work on your social awareness, to help you develop your awareness of the emotions and feelings of others. This will help you to pick a suitable moment. For example, an angry person won’t want to accept feedback, even given skilfully. Wait until they’ve calmed down a bit. Focus on the behaviour, not the person After entering the conversation with the best intentions, a next guideline is to separate behaviour or actions from the person you’re speaking to. Focusing the criticism on just the situation you want to address—on what someone does or says, rather than the individual themselves—separates the problematic situation from the person’s identity, allowing them to focus on what you’re saying without feeling personally confronted. Lead with questions Starting off your feedback with a few questions can help the other person feel like an equal part in the conversation as you discuss the challenge together . Ask for feedback often The best strategy for being caught off guard by negative feedback? Make sure you invite feedback often, especially from those you trust. You’ll be better able to see any challenges ahead of time, and you’ll gain experience in responding positively to feedback. You can begin by preparing some open-ended questions for those who know you well and can speak with confidence about your work. Here are some great example questions: • If you had to make two suggestions for improving my work, what would they be? • How could I handle my projects more effectively? • What could I do to make your job easier? • How could I do a better job of following through on commitments? • If you were in my position, what would you do to show people more appreciation? • When do I need to involve other people in my decisions? • How could I do a better job of prioritizing my activities?

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Assessment 3

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