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BSBLDR401 Communicate effectively as a workplace leader

Assessment Task 1

1. List five characteristics of effective communication that can used by managers when
communicating with their staff or customers.

There are five characteristics which can be used when a manager is communicating with employees or
customers.
a. Detailed explanation and explanation to the recipient but simple and clear language
b. Accurate and accurate target
c. Message reliability and unity
d. Understand the main purpose of the message
e. Appropriate response or feedback

2. List and describe at least five electronic and non-electronic communication methods. For
each give at least one situation where it would be appropriate to use, and at least one
where it would not be.

a. Email: text message sent by computer.

When to use: communicate with colleagues or customers
When not use: 1. When you need an immediate response
Or When communicating with relatives and friends.
b. Make a phone call: Verbal communication via cell phone or landline
When to use: Suitable for notice of meeting.
Or suitable for the need to get timely reply or comments.
When not use: Notice of events or contract changes
c. Texting: a short text message sent over a mobile phone
When to use: Brief work arrangements with colleagues or Chatting
When not use: If you need an immediate reply.
Or talking about something important
d. Meeting: face-to-face communication between two or more people.
When to use: Discuss or announce important things face to face. No one will be left
behind
When not use: Remote working discussion. (for example, some employees or
customers are in other countries or regions)
e. Fax: remote transmission of electronic pictures or text messages by fax machine
When to use: When a file needs to be transferred remotely
When not use: When it is necessary to convey private information or content

3. Describe the characteristics of effective listening techniques. Describe at least four.

a. Face the speaker and maintain eye contact. By facing the speaker, you can ensure that
you have received the full message the speaker is trying to convey (including subtleties
such as facial expressions).It also shows respect for them and their message
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b. Keep an open mind. Speakers are using words to express the thoughts and feelings in
their minds. You don't know what these thoughts and feelings are, and the only thing
you can find is listening to them without trying to steal their thunder
c. Wait until the speaker stops before asking questions. The speaker may answer your
questions during the presentation, so you don't need to ask questions at all
d. Ask questions to ensure understanding. This indicates that you are paying attention to
the message and want to make sure you understand it.

4. Explain the importance of feedback in communication, and describe the feedback process.

a. Importance: give the speaker confidence and let the speaker know the effect of the
message.
b. Process: the speaker delivers the message, the receiver responds, and the speaker
according to the response to deliver the message

5. Explain two methods of giving effective feedback.

a. The first method: discuss the cause of the problem. It's important to find out the whole
story, not just the parts that relate to you. The problem may not be ineffective
communication, but the whole scenario.
b. The second method: ask the speaker for help in solving the problem. Instead of
imposing your ideas on the situation, encourage the speaker to find his or her own
solution. They will then own them and integrate them into future communications

6. Explain the characteristics of a simple feedback process.

An effective feedback process can be thought of as a continuous cycle, which consists of the following
steps:
a. conduct an initial assessment of the situation and take action
b. perform initial operations
c. receive feedback about the operation
d. evaluate the effectiveness of actions, including changes that can be made to improve
effectiveness.
e. perform the operation again and make improvements
f. receive feedback about the operation
g. evaluate the effectiveness of actions, including changes that can be made to improve
effectiveness.

7. Identify and summarise at least four communication responsibilities expected of leaders.

a. Build trust: earn trust, so leaders should support regular team-building activities. Don't
assign tasks to people beyond their skill level. You should show that you know what you
can achieve and what will benefit every member of your team.
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b. Frequent communication: without clear communication of your goals, you cannot expect
your team to understand and perform tasks. This is also true in the execution process,
where support and encouragement are needed. Unless the person can work that way,
don't just issue a command and expect it to execute.
c. Build self-efficacy: team members must know that you have confidence in their ability to
get things done. In turn, they must feel comfortable achieving your goals. If an
employee is uncomfortable with his or her role on the team, consider pairing him or her
with someone who performs well. This strategy can help improve the self-assurance of
employees who have not yet achieved self-efficacy
d. Hold team members accountable: every team member should adhere to the same
standards of excellence, regardless of training or years of experience. While the exact
task may vary from person to person, the commitment of all team members to getting
the job done should be unwavering.

8. Explain three common barriers to effective communication in the workplace context.

a. Physical barriers: walls, doors and partitions will separate, and they can be subtle
barriers to communication. People in open rooms tend to talk more and move more.
Therefore, organizations interested in good communication will consider how to
configure their staff space. Language barrier: most workplaces have become culturally
diverse, and immigrants are now an important part of society. In many cases, non-
native English speakers are part of the work environment. This must be taken into
account in all forms of communication in the workplace.
b. Cultural barriers: cultural barriers transcend language. People who speak English well
may have different attitudes and ways. These attitudes and ways may come from the
way they were born or grew up. The culture in which people grow up, how they see the
world, how they react, how they see the world can change a lot.
c. Mood disorders: some people are shy, while others avoid conflict. Because of people's
childhood, confidence, self-esteem issues and their nature, they may not be strong
communicators. Typically, managers must use a soft touch and create a safe
environment to help employees overcome emotional barriers and become more active
communicators.

9. Describe two non-verbal communication characteristics

a. Body language: body language helps convey your verbal message and builds
connections and stronger relationships with those around you. While nonverbal
communication can improve relationships, it can also alienate you and cause
unnecessary confusion if what you say doesn't match your body language.
b. Facial expressions: through facial expressions, people can convey their feelings to
others without saying a word. Emotions such as happiness, sadness, disgust, fear,
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anger and surprise are universal facial expressions that have the same meaning in all
cultures

10. Describe two verbal communication characteristics

a. Media: oral communication is face-to-face or public. Face-to-face communication allows

communicators to exchange ideas freely back and forth, whereas public speaking only
allows ideas to be exchanged back and forth under certain circumstances (such as in a
classroom environment or during a question-and-answer session).But in order for
information to flow smoothly and clearly between the speaker and the audience, rules
must be reached about when each person can speak. Oral communication involves
more than just sounds, because written communication conveys specific ideas and is
part of oral communication.
b. Voice: at birth, everyone has the ability to make a sound. Some sounds have nothing to
do with language or words, such as laughing, crying and Shouting. Still, people who
speak different languages can understand the emotions that individuals are
communicating. Emotions and attitudes can also be conveyed through the tone of the
words. People tend to show how they feel about the subject or the audience by the tone
of their presentation. Tone can completely change the meaning of words. For example,
if a statement is said sarcastically, others may believe the opposite.

11. Explain the impact that the Sex Discrimination Act 1984 has had on workplace
communications.

The Sex Discrimination ACT of 1984 made it illegal to treat someone unfavourably compared to treating
someone of a different sex under the same or substantially different circumstances. It prohibits
discrimination in a range of areas of public life, including the workplace, based on gender, marital or
marital status, actual or potential pregnancy, sexual orientation, gender identity, gender status or
breastfeeding. This means that workplace communication must focus on non-discriminatory language
used in all areas of each organization.

12. What should a company’s organisational policy and procedures include to ensure that the
Sex Discrimination Act 1984 is adhered to?

Every company's operating policies and procedures should include a section stating that the company
does not tolerate discriminatory behaviour, including communication between employees and
management. The company may include details and definitions of complaint management as part of the
following.
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Assessment Task 2

Complete the following activities:

1. Develop a communication methods report

To action the CEO’s requirements, you are to identify the most suitable communication
methods to ensure that the health and safety policy and procedures are immediately
adopted. As the CEO has indicated that he would like multiple methods to be used, you
should identify at least three possible communication methods.

Develop a report for the CEO that:

 Clearly states the reason and context for this project, including the desired outcomes.
 Identify the people relevant to the communication context.
 Evaluate at least three methods of communication that could be employed to ensure the
staff immediately adopt the health and safety policies and procedures and understand
the imperative of doing so. Provide an assessment of each in respect to their suitability
as per the CEO’s requirements.
 Lists at least three specific environment and personnel factors that may have an impact
on the success of the communication.
 Identifies at least three potential barriers to effective communication, giving solutions
that will minimise their impact.

Your report should address all of the above, be written in clear and concise English, be
professional presented, grammatically correct and error free.

Communication Methods Report

Reason and Purpose of the Project In order to take over leadership of these changes to our
company’s workplace health and safety culture. It is
important to establish an effective communication
approach to evaluating the most suitable methods of
communication.
Background As the company has been growing rapidly, a higher than
usual number of workplace injuries happened.
Desired Outcome Reducing the incidence of workplace injuries among
colleagues.
People involved The CEO, General Manager, Sales Manager and
Operations Manager.
As well as five senior consultants, five project officers,
four customer service officers and three administration
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assistants.
Methods of Communication 1. Verbal communication consists of delivering your
information by the use of the spoken word. If you can
give clear and easy to follow directions over the
phone, then you are a good verbal communicator.
2. Non-verbal communication includes the use of body
language and facial expressions. Actors are masters
of this style of communication; because they have
been trained to portray emotions or deliver whole
messages simply by the way they hold their body and
position their facial expressions.
3. Written communication is simply the conveyance of
information or instruction by utilizing the written word.
This type of information exchange is often the
easiest, especially for people who are uncomfortable
with face to face encounters.
Potential Barriers 1. Personality: people greet each other with a variety of
perspectives, quirks, attitudes, approaches, and
worldviews. Differences between people can prevent
you from getting to the same page. Some particularly
problematic personality traits include being easily
distracted, having trouble putting ideas into clear
sentences, having a poor audience, avoiding eye
contact, playing power games, and deliberately
distancing yourself.
2. Mood disorders: some people are shy, while others
avoid conflict. Because of people's childhood,
confidence, self-esteem issues and their nature, they
may not be strong communicators. Typically,
managers must use a soft touch and create a safe
environment to help employees overcome emotional
barriers and become more active communicators.
3. Cultural barriers: cultural barriers transcend
language. People who speak English well may have
different attitudes and ways. These attitudes and
ways may come from the way they were born or grew
up. The culture in which people grow up, how they
see the world, how they react, how they see the world
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can change a lot.

Solutions 1. Maintain healthy team dynamics: always focus on
how the team works as a unit. If team members don't
support each other or fight with each other, they need
leadership to make the team work together (if they
want to get the job done).
2. Motivate and motivate team members: when
colleagues know what they expect of them and
believe they can achieve it, they will strive for
excellence.
3. Routine notification: during the operation of the
project, the notification should be heavier than the
high and low points. When you see your team's work
done, record your performance and give meaningful
compliments. Team members should be rewarded
when they collaborate, coordinate and share
knowledge with colleagues.
4. Communicate by example: telling team members how
to act is less effective than when they see themselves
acting that way and therefore achieving their goals.
They will learn how to perform tasks better by
watching how they achieve their goals.

2. Send an email to Your CEO (your assessor).

The text of the email should:

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 Be in grammatically correct English, written in an appropriate (polite, business-like)

style.
 Summarise the contents of the attachment.
 Ask the CEO for authorisation to move forward with the project.

Attach your communication methods report to the email.

Dear CEO
I’m the Operations Manager of company, in order to display my management skills while reducing the
incidence of workplace injuries among colleagues. I have established an effective communication
method report to take over leadership of these changes to our company’s workplace health and safety
culture.
The file of the report has been attached to the end of the email, please read and give me some
feedback.
I’m looking forward to receiving your suggestions.
Thank you very much!
Best Regards

Your CEO responds to your email stating that he would like you to lead a team meeting to start the
communication process about health and safety. You are required to develop and give a PowerPoint
presentation about the new health and safety policy and procedure, as well as giving key facts about
health and safety to ensure that the imperative of its adoption is understood.
Your assessor will role-play the CEO attending the meeting and will also identify two other students who
will role-play other staff.
Your presentation should last for approximately 15 minutes.

3. Develop a Health and Safety PowerPoint presentation.

You are required to lead a team meeting about the new health and safety policy and
procedure and provide key facts about health and safety. Your assessor will advise you of
the date and time of the meeting.
You should develop between 10 and 15 slides for the presentation.

Your presentation must address:

 An overview of Health and Safety legislation that applies to Grow Management
Consultants and the purpose of such legislation. Note that this should be the Health and
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Safety legislation that applies to the state/territory in which you are studying. A review of
the key changes made to Grow Management Consultant’s Work Health and Safety
Policy and Procedures. Use the link provided under “Required” to research relevant
legislation.
 At least four facts about the importance of health and safety. Use the link provided
under “Required” to research four key facts.
 A review of working at home health and safety information that is also considered to be
important.

Your presentation slides should contain images and charts that convey the necessary
information to the audience.

Answer could be seen in Power Point document.

4. Send an email to Your CEO (your assessor).

The text of the email should:

 Be in grammatically correct English, written in an appropriate (polite, business-like)
style.
 Summarise the contents of the attachment.
 Ask the CEO for the time, date, and place that you will conduct your presentation.

Attach your Health and Safety PowerPoint presentation to the email.

Dear CEO
I’m the Operations Manager of company, I have made a Health and Safety PowerPoint presentation.
Although there is a meeting time to be determined, the time, date and place still need the CEO to decide
and then I would inform all of the people who need to attend the meeting.
The file of the report has been attached to the end of the email, please read and give me some
feedback.
I’m looking forward to receiving your suggestions.
Thank you very much!
Best Regards

5. Prepare the room for the presentation.

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Check that there is enough seating for all meeting participants. Every participant should be
able to see the screen, and the seating should be arranged to encourage a group
discussion.

Ensure that the projector, the screen, and the computer connections are all functioning
correctly before the meeting begins.

Preparation for Meeting

All the things listed should make preparation Time, date and place
Enough space(room) and seats
Water, paper and pen
All the electric devices

6. Give the presentation.

Start by introducing yourself and the purpose of the presentation. Do this in a casual but
business-like manner: these are your colleagues, after all. Use your introduction to establish
a rapport with the other meeting participants. Make sure that everyone knows why they are
there and what is going to happen.

During the presentation, demonstrate effective interpersonal and communication skills

including:
 Use of appropriate style (formal), tone (encouraging, respectful) and vocabulary
(professional, business language) for the meeting
 Active listening skills
 Asking questions to confirm understanding of the information presented and listening to
responses to clarify understanding, ensuring receipt and acknowledgement of each
message
 Responding to questions openly and honestly
 Non-verbal communication skills that encourage discussion and feedback, for example,
nodding, smiling, eye contact.

Present your slides clearly, ensuring that all participants understand each point.

It is in this part of the assessment that your leadership skills will come into play (and be
assessed). Keep in mind that, although you are acting out a role-play, you are speaking to
colleagues, other students who are participating in the same unit as you.
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Also be aware that the other students at the meeting will also be presenting on the same
topic within a short time of you presenting yours. So try to make your presentation and
meeting style different but effective. You are being asked here to role-play a manager
leading colleagues in changing their workplace behaviour, but you are also a student,
influencing your student colleagues’ behaviour.

Your communication style will be assessed during this meeting. You are expected to display
respectful and positive approaches to communicating with your colleagues.

Keep in mind that your assessor is role-playing your CEO who is attending the meeting to
see what you do with his pet project. Treat the CEO (your assessor) with a higher level of
deference and respect than your colleagues.

Before finishing the presentation, encourage all of the meeting’s participants to give
feedback on the presentation and the process that you have instigated to improve Grow
Management Consultants’ work injury rates. Take notes on their responses as you will need
to use their feedback in the final part of this assessment.

Remember that, for this unit, this presentation is your opportunity to show your leadership
skills. It is your opportunity to show how a workplace leader should communicate.

Presentation Draft and Procedure:

1. Introduce myself: Operations Manager and the work I am doing now. (In a casual but business-like
manner)
2. Introduce the purpose and process of the meeting. (Thanks to the colleagues who participated and
the staff who worked hard for this meeting.)
3. Demonstrate effective interpersonal and communication skills: use of appropriate style, tone and
vocabulary; listening skills; asking questions to confirm understanding of the information presented
and listening to responses to clarify understanding, ensuring receipt and acknowledgement of each
message; responding to questions openly and honestly and non-verbal communication skills that
encourage discussion and feedback, for example, nodding, smiling, eye contact
4. The purpose of completing the meeting: encourage all of the meeting’s participants to give feedback
on the presentation and the process that you have instigated to improve Grow Management
Consultants’ work injury rates and then take notes on their responses as you will need to use their
feedback in the final part of this assessment.

7. Write a summary of the meeting.

To finalise the leadership communication project, you are required to write a brief summary
of the meeting you have conducted. As set out in the organisational policies and
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procedures, this should be in the form of a brief email to all staff summarising the meeting
content and identifying follow up action that will be taken.

Email
From: Operations Manager (Me)
To: All staff
Theme: Summary of the Meeting：
Content:
Dear all staff
I’m the Operations Manager of the company and the host of the meeting as well. I am so grateful for all
of you participating in the meeting and giving so many good suggestions to help the company to make
improvements on the new health and safe policy.
After the meeting, according the feedback, our company will conduct a new policy to reduce workplace
injuries which shown as the following content:
a. Policy
1. Compliance with legislation
1.1. Grow Management Consultants meets the requirements of the Work Health and Safety Act
2011 and complies with all other relevant legislation, regulations, codes of practice, advisory
and best practice standards as well as organisational policies and procedures.
2. Organisational responsibility and commitment
2.1 Grow Management Consultants is committed to:
 Providing a safe and healthy environment for all staff and others during their participation
in activities with Grow Management Consultants
 Implementing effective risk management systems that are relevant and suitable for the
organisation’s scope of business; promote workplace health and safety at all times; and
continuously improve performance in relation to health and safety.
 Encouraging active participation, cooperation and consultation with all staff and others in
the promotion and development of measures to improve health and safety.
 Actively responding to, recording and investigating all incidents.
 Maintaining relevant policies, procedures, training, codes of conduct and systems to
support and communicate effective health and safety practices throughout the
organisation.
 Routinely conducting checks of the work environment to assess risks, identify hazards and
identify areas for improvement.
 Taking immediate response to reduce the risk of identified workplace hazards.
 Providing appropriate induction, training, information and updates to staff on a regular
basis about workplace health and safety.
3. Staff responsibility
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3.1 All staff including managers have a responsibility to work safely; take all reasonable care for
their own health and safety; and always consider the health and safety of others who may be
affected by their actions.
3.2 When staff are undertaking work from home or at an off-site location, the staff member is
responsible for ensuring the environment they enter into is free from risk and occupational
health and safety hazards.
4. Reporting
4.1 All staff, and others are required to report any identified workplace hazards and associated
risks as soon as they become aware of them.
4.2 All staff, and others are required to report any incident that causes harm to a person during
their participation in work and/or training activities with Grow Management Consultants.
5. Records
5.1 Appropriate records of the organisation’s risk management strategy, workplace hazards and
workplace injuries will be accurately maintained at all times.
5.2 These records will also encompass minutes from all health and safety meetings, including the
persons responsible for project co-ordination.
b. Procedures
1. Workplace health and safety inspections

Steps Responsibility

1.1 Annual workplace inspections. Operations

 An Annual worksite inspection will be conducted using the Workplace Health & Manager
Safety Checklist.

1.2 Home office inspections. All staff

 As at work, staff members must report any hazards identified in their work
environment accordingly and record the outcomes on a Safety Hazard Control
Plan.
 These records are to be provided to the General Manager as completed.

1.3 Control hazards

All hazards identified through any of the above inspections must be reported to the
Operations Manager using the Workplace Hazard Report.
Appropriate actions must be taken to control any hazards identified.
Hazards and control mechanisms are to be recorded in the central Safety and
Hazard Register for all identified hazards.
Risk ratings are to be added to the Risk Management Plan.

2. Identify and control hazards

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Steps Responsibility

2.1 Identify and control hazards. All staff and

 All staff have a responsibility to respond to hazards and perceived risks to Operations
health and safety. Manager
 Any staff member who identifies a potential or actual workplace hazard must
report it immediately to the Operations Manager using the Workplace Hazard
Report.
 The Operations Manager will take appropriate actions to control the identified
hazards in accordance with the Health and Safety Policy.
 The Operations Manager will complete the Hazard Register for all identified
hazards.
 Hazards and their control mechanisms are to be recorded in the Workplace
Injury Register.
 Any risk ratings are to be added to the Risk Management Plan.

3. Workplace incidents

Steps Responsibility

3.1 Workplace incidents All staff

 If an incident occurs in the workplace any persons attending to the incident or
witness to the incident are to fill in a Workplace Incident Form. Operations
 Where the incident involves an injury, the first person in attendance to a Manager
workplace injury should contact the First Aid Officer or emergency services in
the case of a serious injury.
 Workplace Injury Forms are to be provided to the Operations Manager who
will use the records to gather accounts of the incident and use them as the
basis of an investigation into the incident, if required.
 All serious injuries will be reported to Worksafe.

I hope all staff could read these carefully and cooperate with the company's reform.
Thank you very much!
Best Regards

8. Reflect on, and write a summary of, your own performance.

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The final part of this assessment requires you to reflect on the leadership communication
project that you have just carried out. Your performance assessment should address:
a. What aspects of the communication process worked well?
The better thing I did during the communication process was that communication was timely and use
demonstrate effective interpersonal and communication skills.
b. What aspects of the communication process would you change?
But at the same time, my shortcomings are that I don't show my leadership ability very well, and I am
too kind and lacking prestige in front of ordinary employees.

9. Send an email to your team members (your assessor).

The text of the email should:

 Be in grammatically correct English, written in an appropriate (polite, business-like)
style.
 Include the contents of your meeting summary.

Attach your performance reflection to the email.

There is no need to refer to this attachment in the text of the email.

Dear Team Members:

I’m the Operations Manager, the purpose of this email is to let you know the summary and outcome of
the meeting. All of these could be seen in the performance report.
Through this meeting, I understood my strengths and weaknesses, and I will reflect and improve during
the implementation process. Thanks again to all the team members for their efforts. The success of this
meeting is the result of everyone's efforts.
Best Regards