Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371

CRICOS Provider Code: 02870D

North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

BSBLDR401 Communicate effectively as a workplace leaders

Assessment Task 1

Question 1
Read the scenario, and then complete the tasks that follow.
Scenario
Your organization is a long-time customer of Right lights. Last month you ordered
500 globes for a large building project. The sales representative agreed to give
you a discount of 30 per cent because it was such a large order. You requested a
quick turnaround because of the tight time lines on the project.
You received the correct number of globes as per the order; however, the order
was four days late. This caused a hold-up on the building project, which resulted
in loss of profit. The finance department also informed you that the account did
not reflect the 30 percent discount. You need to respond to Right lights.

a) Identify the context for the communication by using the 5 Ws (who, what,
when, where and why) plus how.
o What. Delivery was late 4 days and caused of profit loss

o Why? Because of the tight time line of the project

o Where. Right light

o When. Last month

o How. A hold-up on the building project, which resulted in loss of profit. The
department of finance informed that the account did not reflect the 30
percent discount
o Who. Right light company

b) Select a method to communicate with Right lights. Create and submit a

draft of your communication, including your desired outcome.
Method
Written communications dispatched by mail.
Draft
Dear Right light companys manager
I have received the email yester regarding to 4-day late delivery. We have
now continually receiving a massive complaint from our clients due to late
production and now we have loss 15% of the net sales this week. We still
waiting for a clear explanation from your finance department about not
BSBLDR401 Assessment Task 1 v2.0 Page 1 of 15
 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

considering our discount from the previous order. Lastly , we have been
building a good relationship with right light for more than 15 years and we
still would love to be.
Looking forward to hearing from you soon

Regards,
Ryan
XOC
General manager

Desired outcome

We are expecting 50 % off from the next purchase with written agreement
about delivery terms and conditions as we are now loss 15%.

c) Explain why you think your chosen method is most suitable for the
context.
Because Paper-based items sent by mail have the advantage of providing
a clear, fineable statement that is likely to reach its intended recipient

d) Explain three ways you can ensure your message is clear and understood.
1. Be as clear as possible. Always be frank, direct, and clear in
communication. Anything less confuses message, and it wastes
everyone's time.
2. Think about audience. The message send should be specifically tailored
to the person who is going to receive it, and the language u use should
reflect that
3. Call out the jargon. Call out the other party when they use terms like
this, and suggest they get real.

e) Identify two potential barriers to effectively communication in this context

and explain how you would minimize the impact of these barriers.
o Emotional barriers. Using too much emotion and feelings rather than
reason and facts. The way to minimize the impact is to focus more on
facts and expressing the expectation rather than anger or feelings.
o Systematic Barriers. structures and organisations where there are
inefficient or inappropriate information systems and communication
channels, or where there is a lack of understanding of the roles and
responsibilities for communication. The way to minimize the barrier is to
ensure the role of the role in the communication process.

BSBLDR401 Assessment Task 1 v2.0 Page 2 of 15

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

f) List four effective management communication characteristics you would

use to maintain the professional working relationship with Right lights.
- know the main purpose of the message.
- Proper response or feedback.
- Correct timing.
- Use of proper medium to convey the message properly
g) Identify three kinds of workplace policies, procedures, regulations or
legislation you would need to incorporate into the communication process.

o Cultural awareness policy to create a safe and culturally aware work

environment.

o Communication hierarchy policy to show line supervisor to discuss

any issues or concerns you may have with your line supervisor. Your
supervisor may then either take your concern to the next level or
you may be advised to do so.

o Computer use policy. Within an organisation there will be

information that is sensitive and confidential in nature stored on the
computer network. Most organisations have a confidentiality
agreement that employees sign when they first join the company.

Question 2
a) Complete this table by identifying and giving reasons for appropriate
media choices for different contexts.
Context Media choices Reason why media
choice is appropriate
Setting up an urgent Email Easy access and quick
meeting with four people
who work in
different locations

Presenting information Slide show Clear and there are so

to a many interesting
prospective new client features to make a
presentation attractive

Ordering stationery from Email Clear instruction with

a preferred supplier precise number or
technical code.

Coaching a team Face to face meeting Allow team member to

member on actually see the
telephone sales skills demonstration as well as
face to face explanation.
BSBLDR401 Assessment Task 1 v2.0 Page 3 of 15
 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

b) Explain what you can do as a team leader to keep your communication

respectful and positive.

Dont take it personally. A persons judgment of or reaction is not entirely

based on the situation. Our judgments and reactions are born out of a
lifetime of experiences. Positive reactions stem from good memories,
happy times, and successes. Negative reactions come from past hurts,
failures, and regrets.

c) Explain how effective listening techniques help to build effective

relationships.

To keep us to be more open minded. Listen without judging the other person
or mentally criticizing the things she/he tells you will build effective
relationship as we listen to their point of view more.

d) Two-way communication is cyclical. Explain what this means.

Two-way communication is a form of transmission in which both parties

involved transmit information. Two-Way communication has also been referred
to as interpersonal communication. Common forms of two-way communication
are:

o Amateur Radio, CB or FRS radio contacts.

o Chatrooms and Instant Messaging.
o Computer networks.
o In-person communication.
o Telephone conversations.
BSBLDR401 Assessment Task 1 v2.0 Page 4 of 15
 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

e) Provide an example of how you could ensure the receipt and

acknowledgement of the senders message in each of these situations.
Situation Ways to acknowledge the sender
A team member shares Appreciate and give Necessary Suggestions
personal
health information

A customer has emailed Apologise customer and appoint customer with a

expressing their concern return call or mail.
about a missing invoice

Your manager phones and Send a Time-bound Message for updating

asks for a detailed status
update on the current
project you are
working on

Your health and safety Work on the Focal Point

representative asks for
space on your next agenda
to discuss an upcoming
audit
f) What role does feedback play in effective communication?
BSBLDR401 Assessment Task 1 v2.0 Page 5 of 15
 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

Feedback is essential in communication so as to know whether the recipient

has understood the message in the same terms as intended by the sender and
whether he agrees to that message or not. Receivers are not just passive
absorbers of messages. They receive the message and respond to about the
subject matter about what they have understood. This response of a receiver
to senders message is called Feedback. Sometimes a feedback could be a
non-verbal, smiles, sighs and other times, it is oral. It can also be written like
replying to an e-mail, etc.

g) If a team leader asks a team member to complete a task and the team
member completes it incorrectly, who is responsible for the
communication breakdown? Explain your response.

It is team leader responsibility to ensure that team members are

comprehensively understood the purpose o and how to do the task.

h) Summaries the factors to consider when choosing media. Explain how

considering these factors helps to ensure effective two-way
communication.

Time

The amount of time the message will take to reach the recipient is very
important, especially if its something of urgency. This will mean that the
message has to be relayed in the shortest time span possible so that an
appropriate action can take place.

Cost

Many people prefer using a means that is not only reliable, but pocket friendly
as well. This will ensure that they are able to maintain communication at all
times without having to strain too much financially.

Confidentiality

Some messages are very sensitive and are meant for the eyes of the recipient
only. This means that the sender has to select a means of communication that
conforms with confidentiality, so the message is not relayed to third parties.

Complexity

The channel used should ensure that the recipient will be able to read and
understand the message clearly. This means that they should factor the
BSBLDR401 Assessment Task 1 v2.0 Page 6 of 15
 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

complexity of the message in selecting the appropriate channel.

Distance

The distance the message is supposed to travel and the conditions it should
arrive in should also be considered. This is why many people prefer using
electronic mail compared to postal mail.

Communication is an important tool in all aspects of life. It ensures that a

company is able to run its operations and also families are able to stay
connected to each other. There are times when face to face communication is
not possible, and therefore people have to choose the most effective means of
communication to pass messages.

This often has a great impact on the outcome of a situation especially if the
message that is supposed to be relayed is of vital importance. Technology has
enabled people to have a variety of options in choosing the means of
communication that is efficient for them. Here are some factors to consider
when choosing an appropriate means of communication.

Question 3
Read the scenario, and then complete the tasks that follow,
Scenario

BSBLDR401 Assessment Task 1 v2.0 Page 7 of 15

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

You have just finished interviewing applicants for a short-term internal position.
The vacancy is
for a project manager to implement a new marketing campaign across the
whole organization. There were two applicants for the position. They both had
to address the following selection criteria in writing.

Demonstrated ability to:

Support teams in the development and delivery of new products

Develop campaign strategies
Prepare and manage detailed project plans
Create and manage a large program of work across multiple teams
Communicate complex issues clearly and concisely to senior management and
a variety of audiences.

The written applications showed that both applicants were suitable, so you
decide to interview both.

Steven is the first applicant. He has all the necessary skills, knowledge and
experience to meet the criteria and presents very well in the interview. In a
previous role, part of Stevens responsibility was to present reports at the
monthly senior managers meeting.

Michael is the second applicant. He does not have any experience in

communicating with senior management and other audience. In the interview
he finds it difficult to discuss his experience clearly and concisely. Michael has
similar skills, knowledge and experience to Steven when it comes to the other
criteria; however, he does not appear able to present his ideas effectively.

You decide to appoint Steven to the position because he meets all the
selection criteria.

When communicating to unsuccessful applicants, you know that you need to

follow the relevant policies and procedures. Part of the internal recruitment
procedure states that unsuccessful applicants must be informed of the
selection decision in a positive respectful way. They need to be given the
opportunity to clarify and seek feedback on their performance during the
recruitment process via email.

1. Using the following format, write an email to Michael informing him that
he is unsuccessful in his application to be the project manager for the new
marketing campaign.

From: david@msg.com.au

To: Michael@msg.com.au

Cc:

BSBLDR401 Assessment Task 1 v2.0 Page 8 of 15

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

Subject:
Message:

Thank you for taking the time to speak to us about the project manager
position for the new marketing campaign

We regret to inform you that will not be pursuing your candidacy for this
position. Though your qualifications are impressive, the selection process was
highly competitive and we have decided to move forward with a candidate
whose qualifications better meet our needs at this time. We thank you for your
interest in our organization and wish you all the best in your future endeavours.

Kind regards,

David Madison

BSBLDR401 Assessment Task 1 v2.0 Page 9 of 15

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

2. The next day you receive the following email from Michael.

From: Michael@msg.com.au

To: david@msg.com.au

Cc:

Subject: Marketing Project Manager position

Good afternoon David,

I was very disappointed to find out I was not successful. I really believed that I
had all the necessary skills and experience needed to take on this role. This is
the third I have applied for an internal position and been unsuccessful. I am
feeling quite frustrated. I really want to gain a position in marketing. What can I
do to improve my chances in any future internal vacancies? Kind regards,

Michael Lowerson

Write an appropriate response to Michaels email.

Dear Michael,

Thank for replying me. Although I was unsuccessful in regard to the above
position I wanted to express that it was a pleasure to meet you. If the
department does grow further (as I'm sure it will) and a position becomes
available that you think I may be suited to, please let me know.

Many thanks again for your time.

Regards,

David Madison

BSBLDR401 Assessment Task 1 v2.0 Page 10 of 15

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

Question 4
Read the case study, and then answer the question that follow.
Case study
Geema cannot understand why her team members do not respond positively
when she tells them at the end of their team meeting that they will be moved
into small teams, and how the new workflow is to operate. The new processes
are designed to save time and take the pressure off some members of the team
by spreading the workload more evenly. Geema tells the team how both the
customers and the organization will benefit. Instead of reacting enthusiastically,
the team all sits staring sullenly at the floor. Brian is the only person to speak up
and he simply refuses to give the new processes a go. He insists he will continue
to complete his tasks as he has always done, as he can see no benefit of the
changes. Then he leaves the meeting. Geema has hoped everyone would get on
board and give the new processes a go as early as the following day, as she
knows they would save a lot of time. Instead she has created a new set of issues
she had not even considered.

a) What did Geema want to achieve as a result of her communication? How

successful was she?
She wasnt successful in her communication as she fail to ask anyone
opinion regarding to the team meeting.
b) Provide at least four ways Geema could improve her communication with
her team.
o Ask Questions and Repeat the Other Person
o Allow different point of view
o Allow vote
o Express negative thoughts in a positive way

c) Respectful and positive communication leads to mutual understanding.

How could Geema have made her communication more respectful to her
audience?
She should agree to disagree. Disagreements do not always resolve in
complete understanding. Sometimes time, circumstances, or attitude

BSBLDR401 Assessment Task 1 v2.0 Page 11 of 15

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

mean that will not see eye to eye. But disagreement does not need to
mean conflict but it be respectful and supportive in other ways.
d) How effective was the two-way communication during the meeting?
Explain your response.
It wasnt effective as Geema seems not to allow team members to provide
their feedback or disagreement reason of her decision
e) Brian gave Gemma feedback as he left the meeting. What should Geema
learn from the feedback?

She should learn how to listen more and be more open minded to other
team member as team means together not just certain opinion.

Question 5
a) Describe three reasons why it is important to maintain records of the
communication process and outcomes in line with enterprise policy and
procedures.

Because it will create a standard of the communication process for

excellent outcome and to be able to recall history as a reference or case
study anytime.

o plan and work more efficiently

o meet legal and tax requirements

o manage potential risks

b) Complete this table by explaining the purpose of each of the three records
listed and the relevant legislation that impact on this type of workplace
communication.
Record of Purpose Relevant legislation
communication
process
Hazard forms completed To notify any hazard WHS
during a safety that might physically or
inspection by mentally harm team
all team members member

Minutes from a meeting To report any racial Anti-Discrimination Act

to deal with a formal abuse that might
grievance involving happen at workplace
racial abuse

BSBLDR401 Assessment Task 1 v2.0 Page 12 of 15

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

Anecdotal records kept To use it as personal HR policy

by a team leader about record as an
workplace incidents employment form
involving specific team
members.

c) Describe three ways that establishing good communication processes

helps to ensure follow-up action is completed by team members in a
timely manner.
o Look at the other person for approximately 60% of the time. Give
plenty of eye-contact but be careful not to make them feel
uncomfortable
o Be genuine, with visual and verbal behaviours working together to
maximize the impact of communication
o Be non-judgemental towards the other person. Let go of
stereotypes and any preconceived ideas you may have about the
person.

d) Describe two methods you can use to identify opportunities to improve

your leadership communication processes.

o Learn how other people might hear, see, or interpret

messages. This observation implies that communication
makes ideas, thoughts, and concepts commonly
understood even if not agreed upon between two or
more people.
o Observe your perspective. learn to step back from your first interpretation
of a statement or behaviour and look for how your perspective, or filter,
might be affecting your response

Question 6
Read the case study, and then answer the question that follow.
Case study

BSBLDR401 Assessment Task 1 v2.0 Page 13 of 15

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

Steven, the team leader, is having a busy week. He has had numerous
informal discussions with team members and his line manager. Steven knows
he needs to write a to do list to remind himself to the follow-up action he
needs to take as a result of these discussions. He also needs to inform
relevant team members of the follow-up action they need to complete.

Mark has requested information of the advanced computer course he wants to

attend next month. Jill is concerned about the time frame for the new product
launch. She asks to organize a review meeting to go over the time line that
Steven has agreed to. Peter overhears the discussion and asks if he can
attend the meeting, as he has similar concerns. Sarah and Bill have new ideas
on how to increase sales. They want this to be included as an item on the next
team meeting agenda.

Phil, Stevens line manager, has asked for the completed schedule of the
performance appraisal meetings by five oclock the following day. Steven
realizes that he does not have confirmation from Mark, Jill, Peter, Bill and
Sarah on the time for their meetings. He needs this information to complete
the performance appraisal schedule. Steven had emailed all team members
over a week ago. He had asked them to get back to him with suitable times as
soon as possible. However, only three out of eight team members have
responded. Steven finds that he often needs to remind people of follow-up
actions that need to be completed.

David has nearly finished the stock take, and has spoken to Steven and asked
him if it is possible to get some extra help from Julie or Thomas to complete
the data entry and finalize the reports. Steven tells David he will get back to
him by the end of the day to confirm whether the extra help will be available.

a) Write Stevens to do list, indicating the follow-up action he needs to take.

1. Send information of the advanced computer course to Mark
2. Discuss about the time frame for the new product launch and a review
meeting to go.
3. Talk to Peter about attending the meeting
4. Discuss with Sarah and Bill about new ideas on how to increase sales
5. Send a completed schedule of the performance appraisal meetings by five
oclock the following day for Phil
6. Confirm everyone with meeting time
7. Approval for extra help from Julie or Thomas to complete the data entry
and finalize the reports for David
8. Confirm extra help with David

b) Who does Steven need to contact with regard to follow-up activities they
have not completed? If Steven uses email to contact the relevant team
members, what should be in the subject line?

BSBLDR401 Assessment Task 1 v2.0 Page 14 of 15

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371
CRICOS Provider Code: 02870D
North Sydney Capmpus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02
9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955
3888

Steven should contact the rest 5 member that always need a reminder.
The subject line should be Task follow up
c) Identify one area Steven has the responsibility to improve in. What could
he do differently to achieve better results?

He should consider work planning more. He should list of prioritised tasks

will become plan. He should revisit the plan regularly and make
adjustments to it when needed. By breaking larger tasks down into
smaller, more manageable tasks he will find each task easier to keep track
of and achieve. This will also help him to make better use of his time

BSBLDR401 Assessment Task 1 v2.0 Page 15 of 15