Assessment B Skill Test

BSBCMM511 - Communicate with
influence
Student Assessment Booklet
Assessment Task Cover Sheet

Student details
Student name: Student ID
Assessment details
Unit of competency: BSBCMM511 - Communicate with influence
Assessment task: Part B – Skills Test
Date of submission:
Assessment Outcome: Satisfactory Not Satisfactory
Assessor signature:
Assessor name:
Feedback:
Student Plagiarism Declaration: By submitting this assessment to the college, I declare that this assessment task is
original and has not been copied or taken from another source except where this work has been correctly
acknowledged. I have made a photocopy or electronic copy or photograph of my assessment task, which I can
produce if the original is lost.
Assessor: I declare that I have conducted a fair, valid, reliable and flexible Student: I have received, discussed
assessment of this student, and I have provided appropriate feedback. I also and accepted my result as above for
declare that I have undertaken the indicated assessment integrity checks this assessment and I am aware of
my appeal rights.
Check for plagiarism Yes No
Check for copying/collusion Yes No
Check for authenticity (own work) Yes No
Cheating or use of model answers Yes No
Signature: ......................................................... Signature:......................................
Date:................................................................. Date:..............................................
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Version: 1.0 Responsibility: Course Coordinator Last Reviewed: September 2022

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Assessment Task Part B: Skills Test

Required documents and equipment:
• Computer with internet connection to refer to various resources
• Student assessment booklet and a pen (organised by the student)
• RGIT Learners’ resources (Aspire ebook) for the unit BSBCMM511 - Communicate with influence(organised by the
trainer)
• Learner’s notes
• relevant workplace documentation and resources
• case studies and, where possible, real situations
• interaction with others
Instructions for students:
1. This assessment will be conducted in the RGIT classroom or outside the campus with access to the resources listed
above.
2. You must satisfactorily perform all tasks to be deemed Satisfactory for this assessment.
Planning the assessment
• Access all resources mentioned in required resources either printed copies or access via the internet.
• You must:
• Produce all evidence as required in the Skills Test assessment.
• Complete and submit in due timelines.
• Submit with a completed assessment cover sheet.
• Your assessor will set a time to provide feedback.
Date of assessment
• Recommended date for assessment: After session 10
Duration of Assessment
• Time recommended for assessment: 2 weeks
Assessor’s Feedback
• Your assessor will set a time to provide feedback.
Evidence specifications: (Submission Checklist)
At the end of the assessment, you will be required to submit the following evidence before the due date specified by the assessor:
1. Reports as mentioned
2. Completed and signed cover sheet for assessment.
Evidence submission:
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• Documentation can be submitted electronically or paper-based.

• Your assessor will record the assessment outcome on the assessment cover sheet.
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Assessment type
 Skills Test – communicate with influence
Instructions provided to the student:
Assessment task description:
 This is the second (2) assessment task you must successfully complete to be deemed
competent in this unit of competency.
 This assessment task is a Skills Test.
 This assessment task consists of two (2) practical demonstration activities.
 Activity 1: Meeting with the staff members
 Activity 2: Meeting to promote products and services
 You will receive your feedback within two (2) weeks, and you will be notified by your
trainer/assessor when your results are available.
 You must attempt all activities of the Skills Test for your trainer/assessor to assess your
competence in this assessment task.
Applicable conditions:
 This skill test is untimed and is conducted as an open book assessment (this means you
are able to refer to your textbook or other learner materials during the test).
 You will be assessed independently on this assessment task.
 No marks or grades are allocated for this assessment task. The outcome of the task will be
Satisfactory or Not Satisfactory.
 As you complete this assessment task, you are predominately demonstrating your skills,
techniques and knowledge to your trainer/assessor.
 Your trainer/assessor may ask you relevant questions during this assessment task
Resubmissions and reattempts:
 Where a student’s answers are deemed not satisfactory after the first attempt, a
resubmission attempt will be allowed.
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 The student may speak to their trainer/assessor if they have any difficulty in completing
this task and require reasonable adjustments.
 For more information, please refer to the Training Organisation’s Student Handbook.
Location:
 This assessment task may be completed in:
a classroom
learning management system (i.e. Moodle),
workplace,
or an independent learning environment.
 Your Trainer/Assessor will provide you with further information regarding the location for
completing this assessment task.
Purpose of the assessment
The purpose of this assessment task is to assess the student’s knowledge and skills
essential to communicate with influence in a range of contexts and industry settings.
 Skill to identify communication requirements

 Skill to participate in and lead at least two meetings
 Skill to prepare and make presentations.
 Skill to negotiate to achieve agreed outcomes
 Skill to communicate with key stakeholders to position the business to best effect
 listening actively
 Skill to understand the information needs of others
 Skill to adapt communication to suit the audience
 Skill to identify a suitable platform for presentations
 Skill to present reliable information
 Skill to design the presentation to meet the needs of the audience
 Skill to answer questions clearly and concisely.
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Assessment task instructions

 The purpose of this assessment task is to assess the students’ knowledge essential to present
and negotiate persuasively, lead and participate in meetings and make presentations to
customers, clients and other key stakeholders.
 The student will take on the role of the Operations Manager.
 The trainer/assessor will take on the role of General Manager.
 The trainer/assessor will further assign the roles of the HR Manager and staff members to the
students.
 The student will have the responsibility to manage the staff members.
 For Activity 1 and 2, where meeting is to be conducted:
o If the meeting is a face-to-face meeting
 The trainer/assessor will supervise/observe the meeting as well
 The student must complete meeting agenda, meeting minutes and associated
templates
o If the meeting is conducted online
 The student must use video conferencing tools such as zoom
 The student must record the meetings and send the recorded meetings to the
trainer/assessor.
 The student must complete meeting agenda, meeting minutes and associated
templates
 The trainer/assessor will assess the meeting based upon the recorded meeting
and the templates completed.
 The student must use the templates provided to document their responses.
 The student must follow the word-limits specified in the templates.
 The trainer/assessor must assess the student using the performance checklist provided.
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Assessment Task 2: Skills Test
Case study:
Online Media Solutions is a marketing and web development business based in Melbourne,
Australia. The company is still at start-up stage. From idea to design, development and
marketing, we achieve results for our clients and grow their business.
We have ventured into the web service industry to offer our superior and unique services to
small businesses and organisations. Our experience and expertise in web sales and e-commerce
give us the backing to provide solutions that are currently lacking in the market.
There is an all-time high demand for web development and marketing for small businesses with
signs of rising further. Interestingly, few web developers have taken advantage of this
opportunity, leaving the industry with no dominant provider.
The high costs of the projects and the focus on more prominent companies and organisations
could be the contributing factor as to why this market remains untapped. We have a system that
will reduce the project costs dramatically, giving us the opportunity to offer quality services at
reduced prices.
Mission
Our professional team of specialists with industry expertise deliver solutions not only for leading
brands but also for non-profit organisations and innovative startup businesses. We aim to reach
success by providing unique yet creative solutions to our customers that will elevate their online
presence.
Our vision
Quality web solutions with a sound technical foundation that enable our clients to impress their
customers and improve their online image worldwide. We want to make our customers stand out
in the online environment and become the leading provider of online services for small and
medium-sized businesses.
Objectives
 To generate an annual revenue of $300,000 by the end of our first year of operations.
 To attain a net profit of 30% in the first year and 40% in the second year.
 To have a 70% gross margin by the end of the first year.
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Keys to success
 We will offer quality web services to small businesses and organisations at affordable prices.
 Customised and tailored services.
 Establishment of alliances and partnerships with internet service providers and organisations
involved in computer consultancy
Services offered
We offer the following services to our clients:
 Interface and Web Design Services
o Web design
o E-commerce
o Web development
o Responsive web design
 WordPress Development Solutions
 HTML and CMS Development Services
 Coding
 Graphic Design
o Logo design
 Application development
 Online marketing
o Online reputation management
o Search Engine Optimisation
o Pay Per Click (PPC) Marketing
o Content marketing
o Social media marketing
o Online Email Marketing
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 Copyrighting
o Content and Production Copyright
 Web hosting and support
Values
 Quality service to our clients
 Integrity and accountability
 Reliability
 Quality
 Innovation
 Respect
Excerpt from strategic plan
The strategic direction of Online Media Solutions is to achieve its mission and vision through:
 To target net profit margins of 30% in the first year and 40% in the second year by improving
operational efficiency
o Reduce cost and improve process efficiencies
o Improve operating margins
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o Improve cash flow and reduce debts
 Engaging with customers through quality research and understanding supported by marketing
techniques
o Conducting marketing campaigns and online surveys to assess the customer

requirements
o Focusing on the target market
o Understanding their needs and developing services based on their requirements
 Establishing a reputation for exceptional customer service and end to end solutions and achieve
customer satisfaction rate of 90%.
o Providing excellent customer services by resolving the customer issues within 24 hours
o Ensure quality services are delivered within the specified timelines
o Implement customer relationship management system
o Implement loyalty programs to retain clients
o Enhance our customer value proposition
 Supporting staff performance by offering ongoing training and professional development
o Conducting performance reviews on regular basis and address the areas of development
by offering training and professional development
o Ensure the currency is knowledge is in accordance with the industry standards.
o Have continuous improvement systems in place that focus on employee’s skills

development
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Excerpt from business and marketing plan
Opportunity and problem
Opportunity
There is an all-time high demand for web development and marketing for small
businesses with signs of a further increase. Interestingly, few web developers have
taken advantage of this opportunity, leaving the industry with no dominant provider.
Problem
The high costs of the projects and the focus on more prominent companies and
organisation could be the contributing factor as to why this market remains untapped.
We have a system that will reduce the project costs dramatically, allowing us to offer
quality services at reduced prices.
Solution
We will target small businesses, assess their needs and provide them with quality
services at reduced prices.
We have systems in place and global contacts that will help us beat competitor prices.
Market analysis
The company will focus on small businesses and organisations that are looking to
develop or upgrade their web presence.
Our approach will be step-by-step; starting with a simple, basic website and improving
it to meet the client's changing needs. We will service any small business that needs an
internet presence, but we will concentrate more on those that need more details about
their operations online.
Such companies will most likely go for all or some of the following services:
• A shopping cart or e-commerce.
• Dynamic features and content.
• Aggressive marketing of products online.
Target market segment strategy
We will focus our marketing efforts towards attracting organisations and small
businesses. We reached this decision after completing a careful market analysis and
identifying the
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needs of this market segment. The high demand for web services by this market is an
opportunity that will not necessitate expensive marketing to attract.
Most businesses are migrating to the internet at a fast rate. Small businesses have also
made their online presence a top priority that creates a high demand for our services.
Market trends
The most notable trend in the industry currently is mass migration online. Small
businesses are either waiting to migrate or are looking to upgrade their existing sites to
suit a rapidly changing environment. Major businesses and companies are also taking
their daily operations online. Office tasks and general business operations have moved
online, and we expect more development in this area.
Market growth
Our target market has expanded and grown at a rapid rate to cope up with the changing
technologies. We have put together some evidence to support this exponential growth:
Small businesses of one to 150 employees were spending around $10 billion in 2015 to
either gain internet presence or upgrade their efforts. In 2018, the number was up by
$5 billion.
Service business analysis
Companies in the web development and service industry vary in size and nature of
services. Online Media Solutions will provide a unique alternative that the existing
providers do not have. The more prominent web development businesses ignore our
target market, making us unique. We will start with this market before moving to
attract larger enterprises with our unique services.
Competition
There are a number of online marketing and web development agencies based in
Melbourne, but there is no dominant business. All these businesses are small-to-
medium scaled businesses generating good revenues.
Business participants
Three types of organisations make up the web services industry:
 Large companies: They generate high revenue and serve top companies. Worldwide
there are a few dominating participants in this category.
 There are organisations that offer proprietary, all-in-one prefabricated web services to
any company at low costs. There are a few dominating businesses in this category that
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have other sources of revenue and only offer web services as part of their customer
relations.
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 Small businesses: This is where Online Media Solutions belongs. The companies in this
category are young and small and usually target small-sized businesses.
Market segmentation
The nature of our services and our location enables us to serve small businesses and
organisations no matter their location. We plan to expand to other cities but will in the
meantime, use our communication technologies to get in touch with customers in other
parts of the country. We, however, expect a greater percentage of our market to come
from Melbourne and Sydney.
Strategy and implementation summary
The company will market itself as web services and internet providers devoted to giving
the small businesses a taste of what the top companies get. We will also target small
businesses that are keen on giving their services a web presence.
Competitive advantage
The fact that our services target small businesses gives us an edge over our
competitors. By setting up strategic alliances with some of the web and internet-related
companies, we will offer our customers efficient and affordable web services that will
meet their demands.
Marketing strategy
We will approach and follow up with prospective clients with a clear and thorough
strategy. We will give them all the details about the web and the internet so that they
do not get confused or intimidated.
Marketing programs
We will market our services in the following ways:
 We will send out newsletters to potential clients
 We will place adverts on various business publications and journals with a wide
readership.
 We will use social media platforms to market our services
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Pricing strategy
Online Media Solutions will establish a pricing system to guide our clients on the nature
of the services and the corresponding prices. Since we will be dealing with a market
segment that is price sensitive, we will charge our services on an hourly basis. It will
enable the clients to allocate the funds required.
Promotional strategy
Since our target market is distinguishable, we will use a direct approach to market our
services. We will also put feature advertisement in industry publications with a wide
audience.
We will use direct email campaigns to target potential clients.
Our co-owners are experts in their various fields and often get invitations to speak in
seminars. They will use these opportunities to market Online Media Solutions as the
choice for businesses that are looking for visibility online.
Sales Strategy
We will sell service, value and quality to our prospective clients. We will need to
convince them that having a robust online presence will be beneficial for their business.
We have a database that has proven useful in getting new business contacts and
establishing relationships.
Our customer care team will use the list to contact the business owners, calling them by
their first names and having an informal conversation. The caller will then discuss the
importance of having a website and online presence.
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Your roles and responsibilities
You are working as Operations Manager in Online Media Solutions. You oversee all the
operations of your organisation.
You have the responsibilities to present and negotiate persuasively, lead and participate
in meetings and make presentations to customers, clients and other key stakeholders.
This includes:
 Confirming authority to present material on behalf of an organisation or work area
 Identifying confidential and private information
 Identifying the needs of the audience and prepare positions in line with the purpose of
the communication
 Conducting negotiations:
o Identifying objectives of negotiation and needs and requirements of stakeholders
o Identifying potential issues and problems and document them
o Preparing the organisation’s positions and supporting arguments considering the

objectives of the organisation
o Engaging in discussion with the stakeholders and establish areas of common

ground and potential compromise
o Preparing agreements based on the outcomes of negotiation
 Participating in and lead meetings
o Identifying meeting needs and schedule the meetings considering the availability
of the stakeholders.
o Preparing meeting agenda and other materials required to conduct the meeting
o Distributing the meeting agenda to the stakeholders
o Chairing meetings and contribute to discussions
o Conducting meeting and contribute to discussions
o Preparing meeting minutes and distribute to stakeholders
 Preparing and delivering presentations
o Identifying suitable platforms to present considering the organisational

objectives
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o Designing the presentation to meet the needs of the audience
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 Determining tone, structure, style of communication and presentation

considering the organisation objectives
o Understanding the information needs of others and preparing presentation

according to desired outcomes
o Listening actively and providing an opportunity for the audience to ask questions
o Adapting communication style considering the audience and answering questions

clearly and concisely
o Following up with stakeholders following presentation
o Evaluating presentation and identifying areas for improvement
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Skills Test:
This assessment task requires you to demonstrate skills to present and negotiate
persuasively, lead and participate in meetings and make presentations to customers,
clients and other key stakeholders. You need to complete the following activities:
 Activity 1: Meeting to decide on the best positioning strategies for the business products
and services
 Activity 2: Meeting with the staff members
The roles and their responsibilities: Relationships with stakeholders such as staff
members and General manager
The assessment task requires you to communicate with a number of organisational

stakeholders. The main roles applicable to the assessment task includes:
Role number 1: General Manager: The General Manager is the individual who supervises or
is in charge of the organisation. They belong of higher rank or status. Their job role and
responsibilities are:
 Assign a team to you to complete the Skills Test
 Assist you in understanding the task requirements
 Provide you information about job roles and responsibilities
 Supervise you completing the assessment task and requirements
Role number 2: HR Manager and staff members: The team members are student’s co-
worker or workfellow. They are associates that the candidate works with. Their job role and
responsibilities are:
 Assist you in completing the Skills Test on time
 Help you to research and identifying relevant information
 Participate in a healthy and open discussion
 Communicate and collaborate with you for each assessment activity
Note:
 The trainer/assessor will take on the role of General Manager.
 The trainer/assessor will assign the roles of team members and HR Manager for each
activity.
 Each student will be assessed individually for all assessment activities.
Timeframe to complete the Skills Test:
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Two weeks (You have two weeks to complete the Skills Test)
Task requirements
 You will be assessed on your technical knowledge and skills to complete this Skills Test
 You will be assessed on working in a team environment and meeting your job role and
responsibilities
 You must follow the instructions provided by the General Manager.
 All individuals must complete their role and assigned responsibilities and meet the
specified deadlines
 The task must be completed in the specified timeframe
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Assessment activities
Activity 1: Meeting to decide on the best positioning strategies for the business
products and services
Activity context
The organisation wants to improve the image and visibility of its products or services by
promoting them on different forums. The General Manager has allocated the
responsibility to the Operations manager to analyse the business operations and selects
the most appropriate positioning strategies considering the services offered by the
organisation. To select the positioning strategies, the General Manager wants you to
take the following into consideration:
 Analyse your target audience and your main consumers. Identify what is most
interesting to them and what their profile is. What needs do your customers have? What
are your problems and desires?
 Study your current situation. Analyse the current positioning of your company, brand or
product and do a SWOT analysis (Weaknesses, Threats, Strengths, and Opportunities)
 Analyse your main competitors.
 Identify your competitive advantages. In what aspects do you differentiate yourself
from your main competitors?
 Define your value proposition.
Description of the activity

This activity requires you to prepare a presentation and lead and participate in the
meeting.
To complete this activity, you need to carefully analyse the information given in the case
study.
To do so, you need to complete the following parts of this activity:
• Part A: Prepare a presentation

• Part B: Develop a meeting agenda and send an email to the staff members
• Part C: Conduct meeting with the senior management
• Part D: Identify forums to promote products and services
• Part E: Send an email to the Supervisor
• Part F: Evaluate presentation and identify areas for improvement
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Part A: Prepare a presentation
Activity Context
The management wants you to present your findings and the selected positioning
strategies to the General Manager and HR Manager. They have asked you to prepare a
presentation on your findings, selection of positioning strategies and rationale behind
the selection of positioning strategies.
This part of the activity requires you to prepare a presentation prepare a presentation
on your findings, selection of positioning strategies and rationale behind the selection of
positioning strategies.
Before the presentation, you must:
 Analyse your target audience and your main consumers. Identify what is most
interesting to them and what their profile is. What needs do your customers have? What
are your problems and desires?
 Study your current situation. Analyse the current positioning of your company, brand or
product and do a SWOT analysis (Weaknesses, Threats, Strengths, and Opportunities)
 Analyse your main competitors.
 Identify your competitive advantages. In what aspects do you differentiate yourself
from your main competitors?
 Define your value proposition.
The presentation must include the following:
• Target market including customer profile

• Outcomes of SWOT analysis
• Analysis of main competitors
• Competitive advantages
• Value proposition
• Selected positioning strategies (Any two)
• Rationale for the selected positioning strategies
Guidelines for preparing the presentation:
• You must ensure the tone, structure, style of communication and presentation is
according to the target audience
• Prepare presentation according to desired outcomes
• Use visual aids
• Use light coloured letters (white or yellow) on a dark background (black or dark blue)
• Ensure your font style is no smaller than 24 point, so people can read you content.
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• Ensure that each slide does not have too much information. No more than 4-5 points
is recommended.
• Presentation must be 10-15 slides.
You must submit the presentation to your trainer/assessor
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Part B: Develop a meeting agenda and send an email to the staff members
Activity context
After preparing the presentation, the next step is to arrange a meeting with the General
Manager and HR Manager. To arrange a meeting, you need to develop a meeting
agenda and send an email to the staff members to invite them to the meeting.
This activity requires you to develop a meeting agenda and send an email to the staff
members to invite them to the meeting.
Before preparing the meeting agenda and sending an email to the staff members, you
must identify the need for meeting and schedule according to stakeholder availability.
(You must consult your trainer/assessor and agree on meeting schedule)
To meeting agenda must be prepared considering the objectives of the meeting and
using the template provided. The meeting agenda must discuss the purpose of the
meeting and provide details regarding the place, date and time of the meeting.
After preparing the meeting agenda, you are then required to send an email to the staff
Guidelines for writing the email:
• Ensure the text written in the email is grammatically correct and free of errors.
• Use business style writing.
• The text must provide a summary of the attachment.
• Attach meeting agenda to the email.
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Meeting agenda template:
Date/Time:
Location:
Chairperson:
Meeting
Attendees:
Full names and

roles
Agenda Discussion/Outcomes Action Due

Item/Topic Officer Date
Welcome
(Agenda item
1)
Topic?
(Agenda item
2)
Topic?
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(Agenda item
3)
Topic?
Summary Overall Summary
Decision/s
Action/s if any
Next Meeting
time/date
Meeting closed
at:
Minutes are a Approved/confirmed by

true and whom?
accurate record
of the meeting
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Part C: Conduct meeting with the senior management
This part is a continuation of part A - part B.
This activity requires you to conduct a meeting with the General Manager and the HR
Manager and deliver the presentation prepared.
Note:
Your trainer/assessor will take on the role of General Manager and allocate the role of
HR Manager to the staff member/student.
Your trainer/assessor will observe you conducting the meeting.
When conducting the meeting, you must demonstrate effective and communication
skills at all times:
• Use formal communication style, encouraging and respectful tone

• Ask questions to clarify and confirm understanding
• Listen actively
• Understanding information needs of others
• Adapting communication to suit the audience
• Answering questions clearly and concisely.
• Use non-verbal communication skills that encourage discussion and feedback:
nodding, smiling, eye contact
During the meeting, you must:
• Welcome the participants

• Provide introduction to the meeting’s purpose
• Outline ground rules for the meeting
• Deliver the presentation
• Consult the stakeholders regarding the positioning strategies.
• Provide opportunity for discussion.
o Provide an opportunity for audience to ask questions
o Respond to questions.
o Use questioning skills to clarify and confirm feedback
• Gather feedback from the stakeholders.
During the meeting, the stakeholders will:
• Discuss their point of view based on the selected positioning strategies.

• Provide feedback and ask questions to clarify their doubts.
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After the meeting, you must provide summary outcomes of the meeting using the
meeting minutes template provided.
After preparing the meeting minutes, send an e-mail to the attendees of the meeting.
• Attach meeting minutes to the email.
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Meeting minutes template:
Minutes of Meeting
Meeting Objective:
Attendees:
Venue:
Date:
No. Points Discussed Actions Target Date

Suggested
Signature of attendee 1: Signature of attendee

2:
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4:
Part D: Identify forums to promote products and services
Activity context
After finalising the positioning strategies, the management want to select at least two
(2) forums to promote your products and services.
This part of the activity requires you to identify and select at least two (2) forums to
promote your products and services.
When selecting the forums to promote your product and services, you are required to
take the following factors into consideration:
 Organisational objectives
 Positioning strategies (Outcomes of Part C)
After selecting the forums, you are then required to summarise the purpose of these
forums and explain why these forums are beneficial to promote products and services of
your organisation.
You must use the template provided to document your response.
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Template:
Forums Explain why these forums are beneficial to

promote products and services of your
(Any two) organisation.
(20-30 words each)
1.
Purpose
2.
Purpose
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Part E: Send an email to the General Manager
Activity context
As per organisational policies and procedures, you have to gain written authorisation
from the General Manger to promote products and services on the selected platforms.
To do so, you are required to send an email to the General Manager and request
authorisation.
This part of the activity requires you to send an email to the General Manager
requesting for authorisation to promote products and services on behalf of an
organisation.
• The text must provide a summary of the attachment. The summary must clear the
purpose and request for their feedback and approval to present to the staff.
• Attach forums details (Part D) to the email.
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Part F: Evaluate presentation and identify areas for improvement
This part of the activity is a continuation of part E.
After the presentation, you are required to follow-up with the General Manager and the
HR Manager who participated in the meeting (Part D).
When following up with the stakeholders, you are required to use the evaluation forms
provided and identify areas for improvement.
You must use the templates provided and document the outcomes.
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Audience Evaluation: Stakeholder 1
Your name (optional):
Date:
Presentation Title:
SECTION 1: Content
1. Explanation of aims and Poo

Excellent Good Average Disappointing
expected outcomes was… r
2. The pace of the session was… Poo

r
3. The overall duration was… Poo

r
4. The sequence and flow of topics Poo

was… r
5. The workplace relevance in this Poo

program was… r
6. The amount of interesting Poo

information I received was… r
SECTION 2: Materials
1. The visual aids were…

Excellent Good Average Poor Disappointing
2. The written material and hand-

outs were…
3. Preparation and organisation

seemed…
4. Practical exercises were…

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5. The resources which I can take-

away are…
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influence
SECTION 3: Presenter
1. The presenter’s knowledge of

the subject seems…
2. Time dedicated to questions /

problems was…
3. The way that session outcomes

were explained was…
4. Responsiveness to participant
needs was…
5. Delivery style of the presenter

was…
6. The presenter’s preparation /

organisation seemed…
What was the most valuable part of the presentation?
What was the least valuable part of the presentation?
How could this presentation be improved?
Would you recommend this presentation to others? Yes No 


Why/Why not?
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influence
Date:
Presentation Title:
SECTION 1: Content
1. Explanation of aims and Poo

expected outcomes was… r
2. The pace of the session was… Poo

r
3. The overall duration was… Poo

r
4. The sequence and flow of topics Poo

was… r
5. The workplace relevance in this Poo

program was… r
6. The amount of interesting Poo

information I received was… r
1. The visual aids were… Disappointin

Excellent Good Average Poor
g
2. The written material and hand- Disappointin

outs were… g
3. Preparation and organisation Disappointin

seemed… g
4. Practical exercises were… Disappointin

g
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5. The resources which I can take- Disappointin

away are… g
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influence
1. The presenter’s
knowledge of the Excellent Good Average Poor Disappointing
subject seems…
2. Time dedicated
to questions / Excellent Good Average Poor Disappointing
problems was…
3. The way that

session outcomes
were explained
was…
4. Responsiveness
to participant needs Excellent Good Average Poor Disappointing
was…
5. Delivery style of
the presenter was…
preparation /
organisation
seemed…
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influence
Would you recommend this presentation to others? Yes  No 
Why/Why not?
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influence
Performance Criteria/Performance Checklist: Activity 1

Your task must address the following performance criteria/ performance checklist.
S N/ Trainer/Assessor to complete
To be assessed as satisfactory (S)
S (Comment and feedback to students)
in this assessment task the
participant needs to demonstrate
competency in the following critical
aspects of evidence
a) Identified forums were in accordance

positioning strategies and
 
organisational objectives.
b) Email texts were grammatically

correct and free of errors.
 
c) Used appropriate style when writing

emails.
 
d) Required attachments were present in

the email.
 
e) Text provided a summary of

attachment.
 
f) Meeting agenda prepared took the

stakeholder’s schedule and purpose of
 
meeting into consideration.
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a) Presentation guidelines were followed

 
b) Prepared presentations was

appropriate to audience needs,
 
context and purpose
c) Used formal communication style,

encouraging and respectful tone
 
d) Asked questions to clarify and confirm

understanding
 
e) Listened actively
 
f) Understood information needs of

others
 
g) Adapted communication to suit the

audience
 
h) Answered questions clearly and

concisely.
 
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influence
a) Used non-verbal communication skills

that encourage discussion and
 
feedback: nodding, smiling, eye
contact
b) Prepared meeting agenda was as per

the guidelines.
 
c) Took audience, purpose and

contextual factors into account when
 
making decisions about what to
communicate with whom, why and
how.
d) Selected and used appropriate

conventions and protocols when
 
communicating with diverse
stakeholders
e) Followed up with the stakeholders,

gathered feedback and identified areas
 
of improvement.
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influence
Activity 2: Meeting with the staff members
Activity context
Your organisation has seen exponential growth in the last five (5) years, and the
number of employees has increased two-fold.
Due to the current COVID-19 situation, the government has enforced social distancing
rules and other requirements related to workplace arrangements. Due to the current
situation, the organisation is facing it challenging to arrange office space as per the
social distancing requirements and other mandatory workplace arrangements.
You have identified that a potential solution to address the issues faced by the
organisation is to implement working for home arrangements. Implementing the
working from home arrangements will address both short term and the long-term issue
of arranging office space.
You have discussed the solution with the senior management, and they have decided to
implement this solution. The only issue is that they want to keep the costs to a
minimum as the organisation is already facing financial hardships due to the current
situation.
This activity requires you to prepare a presentation, lead and participate in the meeting
and negotiate the working arrangement with the staff members.
To do so, you need to complete the following parts of this activity:
• Part A: Develop a position paper

• Part B: Send an email to the Senior Manager/CEO
• Part C: Prepare for negotiation
• Part D: Develop a meeting agenda and send an email to the staff members
• Part E: Prepare a presentation
• Part F: Conduct meeting with the staff members
• Part G: Evaluate presentation and identify areas for improvement
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influence
Part A: Develop a position paper
This part of the activity requires you to develop a position paper using the template
provided.
The purpose of the position paper is to prepare for meeting with the staff members to
persuade them to adopt working for home arrangements and conduct negotiations.
When preparing the position paper, you must:
• Identify the benefits of work from home arrangements to the organisation. Include at
least one (1) example demonstrating the benefits.
• Identify options for introducing work from home arrangements.
• Identify the potential barriers to implement work from home arrangements and
solutions to address them.
• Assess and document the possible resistance to change and strategies that you will
use to overcome resistance to change.
• Ensure that your position paper provides a clear overview of work from arrangements
and supporting arguments considering the expected resistance from stakeholders.
Your position paper must include the following details:
• Benefits of work from home arrangement

• One example demonstrating the benefits
• Potential barriers (any three) to implement work from home arrangements and
solutions to address them
• Possible resistance to change.
• Strategies to overcome resistance to change
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Position paper template:
Benefits of work from home arrangement (Any five)
One example demonstrating the benefits (30-50 words)
Potential barriers (Any three) Solutions to address them
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Possible resistance to change Strategies to overcome resistance

to change
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Part B: Send an email to the Senior Manager/CEO
As per organisational policies and procedures, you have to gain written authorisation
from the senior manager/CEO by sending them an email and requesting authorisation.
This part of the activity requires you to send an email requesting for authorisation to
present material on behalf of an organisation to the Senior Manager/CEO/trainer.
• The text must provide a summary of the attachment. The summary must clear the
purpose and request for their feedback and approval to present to the staff.
• Attach position paper to the email.
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Part C: Prepare for negotiation
This part is a continuation of part A.
This part of the activity requires you to prepare for conducting negotiations during the
meeting with the staff members on the home working arrangements.
You must use the template provided to document your response.
To prepare for the negotiation, you need to:
• Identify the objectives of the negotiation considering the outcomes of part A

• Identify the potential needs and requirements of stakeholders
• Identify and document the potential issues and problems that may arise during the
negotiation
• Prepare your and staff member’s positions, considering the objectives of the
negotiation.
• Identify information that may be subject to confidentiality.
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influence
Template:
Objectives of the negotiation (Ay three)
Potential needs and requirements of stakeholders (Any two)
Potential issues and problems that may arise during the negotiation (Any
three)
Your position (20-30 words) Staff member's position (20-30

words)
Information that may be subject to confidentiality (20-30 words)
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influence
Part D: Develop a meeting agenda and send an email to the staff members
This activity requires you to develop a meeting agenda and send an email to the staff
Before preparing the meeting agenda and sending an email to the staff members, you
must identify the need for meeting and schedule according to stakeholder availability.
To meeting agenda must be prepared considering the objectives of the meeting and
using the template provided. The meeting agenda must discuss the purpose of the
meeting and provide details regarding the place, date and time of the meeting.
After preparing the meeting agenda, you are then required to send an email to the staff
• Attach meeting agenda to the email.
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Meeting agenda template:
Date/Time:
Location:
Chairperson:
Meeting
Attendees:
Full names and

roles
Agenda Discussion/Outcomes Action Due

Item/Topic Officer Date
Welcome
(Agenda item
1)
Topic?
(Agenda item
2)
Topic?
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(Agenda item
3)
Topic?
Summary Overall Summary
Decision/s
Action/s if any
Next Meeting
time/date
Meeting closed
at:
Minutes are a Approved/confirmed by

true and whom?
accurate record
of the meeting
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influence
Part E: Prepare a presentation
This part of the activity requires you to prepare a presentation that seeks support for
the introduction of new work from home arrangement.
The presentation must be prepared in accordance with the position paper prepared in
part A of this activity.
The presentation must include the following:
• Why the organisation is considering the work from home arrangement?

• Benefits of work from home arrangement
• One example demonstrating the benefits
• Potential barriers (any three) to implement work from home arrangements and
solutions to address them
• Resource requirements
Guidelines for preparing the presentation:
• You must ensure the tone, structure, style of communication and presentation is
according to the target audience
• Prepare presentation according to desired outcomes
• Use light coloured letters (white or yellow) on a dark background (black or dark blue)
• Ensure your font style is no smaller than 24 point, so people can read you content.
• Ensure that each slide does not have too much information. No more than 4-5 points
is recommended.
• Presentation must be 10-15 slides.
You must submit the presentation to your trainer/assessor.
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influence
Part F: Conduct meeting with the staff members
This part is a continuation of part A-part E.
This activity requires you to conduct a meeting with the staff members to present your
position paper to seeks support for the introduction of new work from home
arrangement and negotiate persuasively on specific working conditions.
Your trainer/assessor will observe you conducting the meeting.
Note:
This meeting will have three-four staff members. The trainer/assessor will arrange
these staff members of allocate the roles to the students.
You must be prepared to advocate your position. At least one staff member will be
against such arrangements.
When conducting the meeting, you must demonstrate effective and communication
skills at all times:
• Use formal communication style, encouraging and respectful tone

• Ask questions to clarify and confirm understanding
• Listen actively
• Understanding information needs of others
• Adapting communication to suit the audience
• Answering questions clearly and concisely.
• Use non-verbal communication skills that encourage discussion and feedback:
nodding, smiling, eye contact
During the meeting, you must:
• Welcome the participants

• Provide introduction to the meeting’s purpose
• Outline ground rules for the meeting
• Present the position paper (presentation)
• Provide opportunity for discussion.
o Provide an opportunity for audience to ask questions
o Respond to questions.
o Assess the concerns of the staff members
o Conduct negotiation considering the positions prepared in Part D
o Acknowledge and respond to differences of opinions. Provide emphasis on the
benefits of proposed arrangement and solutions.
o Establish areas of common ground and potential compromise
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influence
o Persuade and negotiate with key stakeholders to adapt these arrangements.

o Discuss options and mutually agree on a solution
• Seek consensus on the meeting objectives
• Use strategies identified in Part A to overcome resistance to change.
Staff members will:
 One staff member will be against such arrangements and request to work from office.
 Present their concerns for work from home arrangements
Close the meeting:
• Summarise the agreed outcomes
After the meeting, you must provide summary outcomes of the meeting and negotiation
using the meeting minutes template provided.
After preparing the meeting minutes, send an e-mail to the attendees of the meeting.
• Attach meeting minutes to the email.
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influence
Meeting minutes template:
Minutes of Meeting
Meeting Objective:
Attendees:
Venue:
Date:
No. Points Discussed Actions Target Date

Suggested

2:
Page: 84 of 73

influence

4:
Part G: Evaluate presentation and identify areas for improvement
This part of the activity is a continuation of part F.
After the presentation, you are required to follow-up with two (2) stakeholders/staff
members who participated in the meeting.
When following up with the stakeholders/staff members, you are required to use the
evaluation forms provided and identify areas for improvement.
You must use the templates provided and document the outcomes.
Page: 85 of 73

influence
Date:
Presentation Title:
SECTION 1: Content
1. Explanation of aims
and expected Excellent Good Average Poor Disappointing
outcomes was…
2. The pace of the

session was…
3. The overall duration

was…
4. The sequence and

flow of topics was…
5. The workplace
relevance in this Excellent Good Average Poor Disappointing
program was…
6. The amount of
interesting
information I received
was…
1. The visual aids

were…
2. The written
material and hand- Excellent Good Average Poor Disappointing
outs were…
3. Preparation and
Page: 86 of 73

influence
4. Practical exercises
were…
5. The resources
which I can take-away Excellent Good Average Poor Disappointing
are…
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influence
Excel
knowledge of the Good Average Poor Disappointing
lent
subject seems…
2. Time dedicated
Excel
to questions / Good Average Poor Disappointing
lent
problems was…
3. The way that

session outcomes Excel
Good Average Poor Disappointing
were explained lent
was…
4. Responsiveness
Excel
to participant Good Average Poor Disappointing
lent
needs was…
5. Delivery style
Excel
of the presenter Good Average Poor Disappointing
lent
was…
preparation / Excel
Good Average Poor Disappointing
organisation lent
seemed…
Page: 88 of 73

influence
Would you recommend this presentation to others? Yes  No 
Why/Why not?
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influence
Date:
Presentation Title:
SECTION 1: Content
1. Explanation of aims A
and expected outcomes ve
Excellent Good Poor Disappointing
was… ra
ge
2. The pace of the A

session was… ve
ra
ge
3. The overall duration A

was… ve
ra
ge
4. The sequence and flow A

of topics was… ve
ra
ge
5. The workplace A
relevance in this program ve
was… ra
ge
6. The amount of A
interesting information I ve
received was… ra
ge
Page: 90 of 73

influence
1. The visual aids were…

2. The written material

and hand-outs were…
3. Preparation and
4. Practical exercises
were…
5. The resources which I

can take-away are…
knowledge of the Excellent Good Average Poor Disappointing
subject seems…
2. Time dedicated to
questions / problems Excellent Good Average Poor Disappointing
was…
3. The way that session

outcomes were Excellent Good Average Poor Disappointing
explained was…
4. Responsiveness to
participant needs was…
5. Delivery style of the

presenter was…
preparation / Excellent Good Average Poor Disappointing
Page: 91 of 73

influence
Would you recommend this presentation to others? Yes No 


Why/Why not?
Page: 92 of 73

influence
Performance Criteria/Performance Checklist: Activity 2

Your task must address the following performance criteria/ performance checklist.
S N/ Trainer/Assessor to complete
To be assessed as satisfactory (S)
S (Comment and feedback to students)
in this assessment task the
participant needs to demonstrate
competency in the following critical
aspects of evidence
a) Position paper provided a clear

overview of work from arrangements
 
and supporting arguments considering
the expected resistance from
stakeholders.
b) Discussed benefits and example

demonstrated the knowledge of key
 
concepts.
c) Potential barriers were identified and

solutions documented had the ability
 
to address the barriers.
d) Identified the possible resistance to

change and documented strategies
 
had the ability to overcome resistance.
e) Email texts were grammatically

correct and free of errors.
 
f) Used appropriate style when writing

emails.
 
Page: 93 of 73

influence
a) Required attachments were present in

the email.
 
b) Text provided a summary of

attachment.
 
c) Objectives of negotiation identified

aligned with the meeting focus.
 
d) Potential issues and problems that

may arise during the negotiation were
 
correctly identified and documented
e) Prepared positions aligned with the

objectives of the negotiation
 
f) Confidential information was correctly

identified.
 
g) Meeting agenda prepared took the

stakeholder’s schedule and purpose of
 
meeting into consideration.
h) Presentation guidelines were followed

 
Page: 94 of 73

influence
a) Prepared presentations was

appropriate to audience needs,
 
context and purpose
b) Used formal communication style,

encouraging and respectful tone
 
c) Asked questions to clarify and confirm

understanding
 
d) Listened actively
 
e) Understood information needs of

others
 
f) Adapted communication to suit the

audience
 
g) Answered questions clearly and

concisely.
 
h) Used non-verbal communication skills

that encourage discussion and
 
feedback: nodding, smiling, eye
contact
Page: 95 of 73

influence
a) Prepared meeting agenda was as per

the guidelines.
 
b) Took audience, purpose and

contextual factors into account when
 
making decisions about what to
communicate with whom, why and
how.
c) Selected and used appropriate

conventions and protocols when
 
communicating with diverse
stakeholders
d) Followed up with the stakeholders,

gathered feedback and identified areas
 
of improvement.
Page: 96 of 73

Assessment B Skill Test

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BSBCMM511 - Communicate with

Assessment Task Cover Sheet

Unit of competency: BSBCMM511 - Communicate with influence

Assessment task: Part B – Skills Test

Assessment Outcome: Satisfactory Not Satisfactory

Signature: ......................................................... Signature:......................................

Version: 1.0 Responsibility: Course Coordinator Last Reviewed: September 2022

Assessment Task Part B: Skills Test

Version: 1.0 Responsibility: Course Coordinator Last Reviewed: September 2022

• Documentation can be submitted electronically or paper-based.

Version: 1.0 Responsibility: Course Coordinator Last Reviewed: September 2022

 Skills Test – communicate with influence

Instructions provided to the student:

Assessment task description:

Resubmissions and reattempts:

Version: 1.0 Responsibility: Course Coordinator Last Reviewed: September 2022

 This assessment task may be completed in:

Purpose of the assessment

 Skill to identify communication requirements

Version: 1.0 Responsibility: Course Coordinator Last Reviewed: September 2022

Assessment task instructions

Version: 1.0 Responsibility: Course Coordinator Last Reviewed: September 2022

Assessment Task 2: Skills Test

 To have a 70% gross margin by the end of the first year.

Version: 1.0 Responsibility: Course Coordinator Last Reviewed: September 2022

 Customised and tailored services.

We offer the following services to our clients:

 Interface and Web Design Services

o Responsive web design

 WordPress Development Solutions

 HTML and CMS Development Services

o Online reputation management

o Search Engine Optimisation

o Pay Per Click (PPC) Marketing

o Social media marketing

o Online Email Marketing

Version: 1.0 Responsibility: Course Coordinator Last Reviewed: September 2022

o Content and Production Copyright

 Web hosting and support

 Quality service to our clients

 Integrity and accountability

Excerpt from strategic plan

o Reduce cost and improve process efficiencies

o Improve operating margins

Version: 1.0 Responsibility: Course Coordinator Last Reviewed: September 2022

o Improve cash flow and reduce debts

o Conducting marketing campaigns and online surveys to assess the customer

o Focusing on the target market

o Understanding their needs and developing services based on their requirements

o Ensure quality services are delivered within the specified timelines

o Implement customer relationship management system

o Implement loyalty programs to retain clients

o Enhance our customer value proposition

 Supporting staff performance by offering ongoing training and professional development

o Ensure the currency is knowledge is in accordance with the industry standards.

o Have continuous improvement systems in place that focus on employee’s skills

Version: 1.0 Responsibility: Course Coordinator Last Reviewed: September 2022

Excerpt from business and marketing plan