Subject Name Communication and Performance in the Australian Workplace

Unit Code &

CPW2 – Workplace Communication
Name
Assessment
A12. Terms of Reference
Name
Assessment Due Week 17
Student
Student Name
ID
Trainer &
Assessor Name

Submission Date 21/06/2019

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communicated to me. ☒
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be able to be deemed competent for this unit. ☒
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Student plagiarism (academic misconduct). ☒
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assessment & appeal procedures) available to me. ☒
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THAT all assessments will be my own work and have not been
previously submitted by me or any other student. I understand that ☒
if there is any doubt of the authenticity of any piece of my
assessment I can be orally assessed by the Assessor
Student
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Final Overall Result
C☐C ☐NYC ☐C ☐NYC ☐C ☐NYC

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Instructions

 Develop your Project’s Terms of Reference.

 Finalise your Teams’ Terms of Reference and prepare a report on your Terms of Reference
to be saved on your individual student Work Folders.

 Once your Team has developed its Project Profiles, Business Environment, Project
Scenario and Draft Terms of Reference, distribute them (as an attachment in a business
Email) to each team member and to your teacher. Remember to ensure the spelling and
grammar is “Word Perfect”.

 Use the examples in the Student Guide and Workbook on page 79 to help shape your
teams Draft Terms of Reference.

 You will have an opportunity to modify and finalize your Terms of Reference in Week 17.

 Upload your assessment in your assessment file on RTOm.

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 Draft Project’s Terms of Reference

Project’s Profiles

The vision of our YouTube channel is to explore everyday problems faced in real life, record
them and telecast for the viewers. This channel will focus on problems that employees face
at workplace, at home and problems that overseas students face when they arrive
Australia for the first time.

· Our channel is unique with innovative content and is part of service delivery

· It will be a limited liability company where the liability is shared equally

· This channel will focus mainly in suburbs of NSW where majority are international
students, families and working professional.

Business Environment

Our goal is to be one of the leading you-tube channels in Australia and establishing our
presence around the world. Understands the different needs of our audience and keeping
them informed about current affairs.

 YouTube channels are getting more popular in these days and its trending.
 Australia is filled with international students which will help us provide variety of
content for viewers
 There are not many channels which broadcast people’s life issues, so we think we
have a good opportunity here.
 Our channel requires internet, even in the absence of network, we can record and
save the content in UBS drives, burn it to CD’s and distribute it to the viewers.

Project Scenario:

Following are the details of our Project and team members

 Company name: True side

 Purpose: Provide community service for audience
 Industry type: Service industry
 Business type: limited liability company
 Owners: 4 owners
 Location: NSW, Australia
 Mission Statement: Sharing everyday problems/aspects of common people
 Project Objective (SMART): To have 100k subscribers in 6 months

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Developing Project Terms of Reference:

The following are the terms of Reference of your channel:

Executive Summary
Business Description

Business Activity
Business History
Location of the Business
Legal Structure

Marketing Plan

Positioning Statement
Target Market Profile
Situation Analysis
Marketing Objectives
Marketing Strategies

Staffing Plan

Management Details
Directors & Shareholders
Staffing Structure
Objectives & Strategies

Financial Plan

Financial position
Start-up Costs
Historical Financial Data
Forecasted Financial Statements

Conclusion

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 Role Play:
Instructions

 Perform a role play on one of the following situations below.

 Write a script in the space below regarding the situation that you will choose.
 Upload your assessment in your assessment file on RTOm.

Situation 1: You are employed by an organisation which is about to undertake a merger.

Identify an effective strategy to promote a smooth transition for both the organisation and
the staff.

Situation 2: You have been called by a client who is not happy with the plan submitted by
your organisation. Identify an effective strategy to educate your client and ensure you provide
an excellent customer service.

The following strategies will be helpful during merger of organisations.

1) Plan
Your first step is to plan what is required of this merger. What are the expectations of both
organisations and employees? It is advisable that employees are communicated timely
regarding merger, which will avoid misunderstanding and make them realise the benefits
of this decision.

2) Clear Vision
Senior management in both the organisations must have clear goals; create values, vision
and policies of the new company. It is important for an organisation to have clear vision for
better future.

3) Understanding Cultural differences

Culture plays an important part on the success and failure of an organisation. So, it is
expected that the management should be in constant with employees to understand their
culture and make them feel comfortable.

4) Employees involvement
It is always useful to have employee’s involvement which gives you innovative ideas and is
also helpful in forming an organisation.

5) Customer Focus
An organisation is designed based on Customer needs and wants. In today’s competitive
world, it is very important that a company share their future plans with customers so that

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the customers will have satisfaction which will expand customer base and increase profit
margin.
6) HR Restructuring
Employees are always concerned about their career growth and promotional
opportunities. It is very crucial that HR discuss the aforementioned issues with the
employees properly. Retaining good employees from both companies is always crucial.

7) Downsizing (if required)

This should be considered as last option during merger. But if this scenario arises, below
steps can be considered
 Offering money will motivate low commitment to leave
 Helping employees to get job in another company through consultancy or
through reference
 Transfer low performance employees to other department with pay
deduction

Role Play between Management & Employees:

Company Name: Deloitte
Merging Company: HGS (Hinduja Global Solutions)
Business Model: US Healthcar

M: Hi Everyone, this meeting is regarding our merger with HGS starting 3 weeks from
today. It is a great opportunity for all of us to grow in US healthcare, provide promotional
opportunities and develop your career further.

HR: Yes, it is excellent news for all of us which will enhance our skills and let us explore new
areas. We also have some exciting news which involved money.

LPE: That sounds interesting, that is the reason I am here (money). I need joining bonus if
you want me to be part of this merger.

M: We have some monetary perks, but it is only for top 100 employees. I am sure you are
one of them looks at Deepika with frustration).

TE: I am very excited and looking for growth and promotional opportunities.

HR: S, you just need promotion, you don’t seem to be interested in bonus and pay rise.

TE: No, no, no, no. What I meant was having promotional opportunities with pay rise and
bonus will be a good idea

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LPE: Well, in my case show me the money. I don’t really care about promotion and growth.
So, what’s in it for me?

HR: Well we are going to downsize if necessary, but for now we are moving low performing
employees to another department with more paperwork and less responsibilities. There
will be pay cuts for such employees due to their performance issues.

HR: Rest of the employees will benefit same services and pay as per their current contract.
They will still get their Insurance, transport facilities, cafeteria services and may be a pay
rise.

M: Yes, I agree with you. There will be no changes in current employment contract.
Everyone will get same benefits, except few. So, I urge all the employees to stick to this
company and help us grow further.

Assessment Performance Criteria

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 Acknowledge

Competent

Competent
Elements

Student

Not
Demonstrate culturally appropriate greetings and gestures
used in customer service ☒ ☐ ☐
Use natural language for building rapport with internal and
external clients, as well as team members ☒ ☐ ☐

Use appropriate body language to build rapport ☒ ☐ ☐

Build empathy with emotional customers ☒ ☐ ☐

Use language and tone appropriate to telephone conversation ☒ ☐ ☐

Respond appropriately to clients’ needs over the phone ☒ ☐ ☐

☐ ☐
ASSESSMENT RESULT Competent Not Yet
Competent
ASSESSOR SIGNATURE Date:

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