Reference no: EM133061441

SIT30816 Communicate in the workplace

Assessment 1

Part A: Questions

In the table below, provide a short description of each different communication style.

Communication style
Aggressive
Passive
Assertive

Answer the following questions about communication barriers.

a. What are 5 barriers to communication?

b. What are three ways to overcome barriers to communication?

Part B: Prepare for role-play

For Part B of this task, you will prepare for a role-play. In Part C you will participate in the role-play, responding to queries from customers and managers in person and by telephone.

You will be given time to read over the documents in preparation for the role-play.
Your assessor will record your performance in Part C using the observation checklist attached to this task. Familiarise yourself with the checklist prior to assessment so you know what is expected.

Prepare for the following scenario:
You work as a receptionist for a business called Delicious Chocolates. Delicious Chocolates makes a range of sugarfree chocolates. The business has several departments and operates on a large site. Today, you will be dealing with verbal requests for information (in person and over the phone) from customers and managers.

Your assessor will assume the roles outlined below or arrange for other role-play participants to play them:

Manager -
Customer -
Delivery driver -

Part C: Role-play
Come to the role-play ready for work. For example:

Engage in discussions that demonstrate your ability to:

Part D: Reflection
Write a short reflection about the role-play. In this reflection, include the following:
What organisational policies and procedures did you need to follow?
Explain at least 1 way you overcame communication barriers.
Describe at least 1 active listening skill you demonstrated in this role-play. How did it contribute to your communication?

Assessment 2

Performance objective:
In this task, you are required to respond to a set of written questions. This activity will enable you to demonstrate the following performance evidence:

Communicate information and ideas verbally and non-verbally, taking cultural differences and language barriers into consideration
Produce written material, used routinely in day to day work, which is clear, concise and effectively convey the intended meaning to the recipient
Complete workplace forms
Use style, format and level of accuracy appropriate to the type of written material
Provide prompt responses to requests for information in accordance with organisational requirements.

Assessment description:

In this task, you will respond to an email from an existing client.
Complete all parts of the assessment with supporting documentation as required. Submit the assessment task in the required format and within the timeframe agreed with your assessor.

Assessment Questions:
Read the questions below.
Answer all the following questions.

Use a pen or provide a Word document with responses clearly labelled against questions.

Submit a print or electronic version of your document containing answers to the questions in accordance with the specifications set out below.

Notes from your practical task need to be attached to this assignment, clearly marked with your name, student number and class on each page. Specifications
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced by individuals using interpersonal communication skills in the workplace and include access to:
- office equipment
- business resources
- workplace policies and procedures relating to communication - case studies and, where possible, real situations - interaction with others.

Procedure:

1. You have received an email from an existing client. It reads as follows:

2. Use Appendix 2.1 to complete a planning checklist for two emails that seek feedback and ideas for a loyalty program. One email will be addressed to the marketing team, and the other will be addressed to a selection of long-term and loyal clients.

3. Read the style guide for written communication (Appendix 2.2) and email templates (Appendix 2.3), before you begin to draft your two emails.

Your emails must address:
a. the purpose of the communication
b. an overview of what the customer loyalty program would look like
c. benefits of the loyalty program to each respective audience.
d. the need for their feedback and input regarding the idea
e. a summary of the next steps, i.e., taking this idea to the Sales Manager.

Your assessor will provide you with a timeframe in which to achieve this task.

4. Prepare drafts of the two emails.
a. Use the correct fields (To/Cc/Bcc) for addressing the email internally or externally, keeping in mind the privacy of external clients.
b. Check that spelling, punctuation and grammar are correct.
c. Ensure the emails are worded appropriately for each audience, using clear and concise language that will be understood by recipients.
d. Include all required elements (salutation, subject line, content).
e. Use the company template.
f. Comply with the company style guide and use a clear, concise and easy to read format.
g. Comply with the relevant organisational and legislative requirements.
h. Request feedback and input about the idea.

5. Check your work. Review whether any changes need to be made and include them in your final emails.

6. Complete the two emails.

7. Send the emails to your assessor within the designated timeframe.