PROJECT

RTO Number: 45390

PORTFOLIO
CRICOS Provider Code: 03702A

STUDENT VERSION

BSBCMM511

COMMUNICATE WITH
INFLUENCE
First published 2021

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Ambridge Institute: 45390

CRICOS Provider Code: 03702A
Version-2, Updated- September 2021
Ambridge Institute: 45390
CRICOS Provider Code: 03702A
Version-2, Updated- September 2021
 Contents

Section 1: Planning communication 6

Section 2: Preparing communication 9
Section 3: Presenting and negotiating 10

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CRICOS Provider Code: 03702A
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 Student name: Ana Ferrer Codina

Assessor:

Date:

Business this assessment is Ozhouse Clean

based on:

Role assumed to complete

this assessment:

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CRICOS Provider Code: 03702A
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 Section 1: Planning communication

1 Describe the organisation you are basing this project on.

1.1 What is the name of the organisation?
1.2 What are the main activities of the organisation?
1.3 What are the organisational objectives?

1.1 OzClean House

1.2 Ozhouse clean is a family-owned company that offers professional domestic cleaning services,
this cleaning is specialized in home interiors, its headquarters is located in Melbourne since 2005,
some of its values are:
- To care for and preserve the environment through environmentally friendly services and
products.
- Promote and maintain excellence and innovation in each of its business practices.
- To ensure the well-being of its employees by providing them with a healthy work environment.

1.3 Some of OzHouse's objectives are:

- Implement quality and ecofriendly cleaning practices.
- Increase the number of customers by 20%.
- Meet and exceed customer expectations.

2 Choose and describe a scenario in your organisation that requires you to present information to
others.
Remember: You will be creating a presentation to present material to two different groups of people
at two separate meetings. One of the groups of people you choose to communicate to must be
appropriate team members.

Summary of the meetings

The person in charge of the commercial area needs a presentation to support him when sending his
product brochure now with the new alliance with the company Xtremeclene. Two presentations
containing the same information will be prepared, one for Ozhouse clean staff members and the other
for customers, so that both parties know the quality of the products and the firm commitment to the
environment.

Meeting 1 - INTRODUCTION TO THE IMPLEMENTATION OF THE USE OF XTREMECLENE TO

THE STAFF

Meeting 2 – OZHOUSE AND ITS COMMITMENT TO THE ENVIRONMENT

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CRICOS Provider Code: 03702A
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3 Understand organisational and legal requirements.
3.1 Describe any organisational policies and procedures that relate to communication (e.g. internal
communication policy, external communication policy, confidentiality agreements etc.).
Note: Attach proof of the policies and procedures to this section of your portfolio.
3.2 How do these policies and procedure confirm your authority to present the information above?
3.3 What are the relevant conventions and protocols for communicating with team members?
3.4 Summarise your legal and ethical responsibilities associated with any confidential information.

3.1 ATTACHED IN ANOTHER FILE Policies and Procedures.docx

3.2
It is very difficult to overestimate the value of policies and procedures. They are used to create a
roadmap for day-to-day operations. They ensure compliance with laws and regulations, the direction
of decisions and internal procedures. The quality of goods and services will be reflected as a result
and reputation will be enhanced.
3.3
Internal communication encompasses both online and offline contact. It can also be one-way or two-
way. Set out below are methods of two-way internal communication:

 Social media rooms.

Create social media groups for employees to interact with each other and to collaborate and
exchange ideas.

 Email/newsletters
Add a poll in newsletters that allows viewers to comment. Include an attached link that leads to a
survey to learn more about your readers.

 Chat forums
A forum where employees can exchange ideas and ask questions about specific topics important
to the company.

3.4
Make sure that both employees and customers do not have specific supplier information, and be
discreet with that information.

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CRICOS Provider Code: 03702A
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4 Plan your communication by completing the table below.

Who am I Meeting 1 (e.g. with Project team) Meeting 2 (e.g. with customers)
communicating to?

What is the Stimulate and socialize the The objective of my communication is

purpose of my introduction of the new OzHouse to make customers aware of the new
communication? product range among the cleaning line of products we are offering, letting
staff by providing relevant information them know the prices and where they
about the new product, its qualities will be able to find them.
and also reward the employees who
prove to stand out from the rest
thanks to their adequate knowledge
about the new product line.

What information 1. Demonstrate that our products are 1. Demonstrate that our products are
should be part of environmentally friendly. environmentally friendly.
the
2. The company's objectives and 2. The company's objectives and
communication?
goals. goals.
3. Instructions on how to handle the 3. A proper explanation of why the
new products. price of the products.
4. The advantages the product offers 4. The possibility to adjust the price.
over other products.

What position will As I am the Human Resources Since I am the Human Resources
you take regarding Director, my responsibility is to Director, my responsibility is to
the information that communicate and ensure that the communicate and ensure that the
must be information provided is easy to information provided to our clients is
communicated? understand, clear and concise. easy to understand, clear and
concise.

Should any New product supplier information New product supplier information
information be kept should be handled in a discreet should be handled in a discreet
confidential? manner. manner. The method of negotiation
with the supplier should also be kept
private.

What will be A wage increase of $0.50 per hour will The high price of the new products is
negotiated? be negotiated in the future as a being discussed with consumers, but
reward and incentive for janitorial staff through the loyalty program we will be
who have effectively demonstrated able to offer a 5% discount on the
their use and knowledge of the new range of these products if customers
product line. meet the requirements of being part of
our family for more than a full year.

Ambridge Institute: 45390

CRICOS Provider Code: 03702A
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 What are the Employee understanding and Ensure that the consumers of the
objectives of approval of the information and products agree with the information
negotiation (at least processes that executives implement and instructions given by the
one each)? in the company is sought. executives.

What stakeholder The information provided must be in The information provided must be in
needs and line with the business objective. line with the business objective.
requirements
Make our hourly rates competitive. Offer a new line of high quality
should be met
products that meet consumer
during the Promote employee satisfaction and
standards.
negotiation? job stability of our employees.
Encourage loyalty

What are the A potential problem is that the Consumers are reluctant to accept a
potential issues employees do not agree with the short new range of products to which they
and problems that time they have to learn how to handle are not accustomed.
may arise from the the new product line.
negotiation (at least
one each)?

What position will HR Manager HR Manager

you take regarding
any negotiation that
will take place
(identified in
Section 1)?

What are your Being in meetings with staff must Customers must be treated ethically
supporting demonstrate commitment and and cordially so that they are willing to
arguments to meet accountability to the project, as well listen to what our new product line is
your negotiation as listening to what employees have all about. You must also be willing to
objectives to say. listen to them and resolve any
(identified in conflicts that may arise.
Section 1)?

A PowerPoint presentation to A PowerPoint presentation to

What forum will I
give the information to the clients and
use to present the give the facts to the staff cleaners.
information at the customers.
meeting e.g.
PowerPoint
presentation at
Group meeting,
printout of
information, one-
on-one discussion
etc)?

How does the It is correct to state that using It is correct to state that using
forum meet PowerPoint to convey information is a PowerPoint to convey information is a
organisational good way to meet the company's good way to meet the company's
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CRICOS Provider Code: 03702A
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 objectives? organizational objectives, as organizational objectives.
mentioned in the company's official
statement of policies and procedures.

What vocabulary, I will use a formal but simple manner I will use a formal but effective way to
tone, structure and so that the information is conveyed communicate new product information
style suits the effectively, as well as the ability to as well as pricing and future price
audience? persuade will be extremely important modifications, persuasion skills will be
for the staff to grasp the information extremely important for the staff to
conveyed. grasp the information conveyed.

How will I:  Building trust  Building trust

build trust
develop positive I will pay attention to and support the I will support the activities and
working views of staff to build trust with them opinions of clients and customers to
relationships and also be friendly. build trust with them.
show respect for
the opinions and
 Develop positive working  Develop positive working
values of others
relationships relationships
maintain effective
interaction?
I will strive to understand their talents Understanding customer concerns
and shortcomings, ask questions and and complaints is important, I will
listen, and provide assistance. invest sufficient time to build
relationships, ask questions and listen
and also offer my assistance.
 Show respect for the
opinions and values of
others.  Show respect for the
opinions and values of
others
I will respect the opinions of others
while maintaining an open mind. I will
analyze the commonalities we share I will accept and respect the opinions
in hopes of learning from them. of others by maintaining. I will pay
attention to the thoughts and opinions
of customers and clients.
 Maintain effective
interaction
 Maintain an effective
interaction
I will make every effort to have an
effective meeting with all employees,
using positive and open body I will arrange a productive meeting
language. I will communicate clearly with clients and customers to maintain
and concisely using visual aids such interaction, and send emails to those
as PowerPoint presentations. who cannot attend.

Ambridge Institute: 45390

CRICOS Provider Code: 03702A
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 Attach:
Policies and procedures ☐

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CRICOS Provider Code: 03702A
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 Section 2: Preparing communication

1 For each meeting planned in Section 1, prepare a visual/written presentation that reflects the
information requirements and desired outcomes outlined in the work you’ve done on this
assessment so far.
Note: As far as possible, use the same presentation for both meetings, but adjust them to suit the
audience and purpose accordingly. Make sure your presentation manages confidential information
appropriately (i.e. confidential information is not shared with unauthorised parties). Attach the
presentations to this section of your portfolio as proof.

Meeting 1 Cleaning Staff– PowerPoint Presentation

Meeting 2- Customer - PowerPoint Presentation

2 For each meeting, prepare any other additional meeting materials (e.g. Agenda, Survey, Feedback
form etc.).
Note: If meeting materials have not already been attached to your portfolio as proof (i.e. the
presentation), attach them to this section of your portfolio.

Please complete two meeting Agenda

One for meeting 1- Meeting Company Staff

Meeting agenda.

Meeting agenda
Meeting 1: Meeting company staff

Meeting Date: 27/12/2021

Meeting Time/duration: 1 hour

Meeting Location: Melbourne

Attendees: Staff

Chair: 15

Please bring &/or read: Read the presentation

Agenda Items Time Allocated

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 1 Welcome and apologies. 2 minutes

2 Explanation of our company

3 minutes

3 Description of our company’s objective

3 minutes

4 Explain and justification of the benefits of working with us

5 minutes

5 Elaboration of the target customer

5 minutes

6 Introducing and discuss our new product range

10 minutes

7 Make a comparation about our new product range and the previous one.
7 minutes

8 Make a session to discuss the objectives and provide additional

information to the staff
10 minutes

9 Make a session to address questions and concerns of the staff

10 minutes

One for meeting 2 – meeting with Customers

Meeting agenda.

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 Meeting agenda
Meeting 1: Meeting cleaning clients

Meeting Date: 28/12/2021

Meeting Time/duration: 50 minutes

Meeting Location: Melbourne

Attendees: Clients

Chair: 15

Please bring &/or read: Read the presentation

Agenda Items Time Allocated

1 Welcome and apologies. 2 minutes

2 Introducing and discuss our new product range

10 minutes

3 Make questions to know our customers life, like:

 What's your given name?

 What city do you live permanently in?
10 minutes
 What is your line of work?

 What is your age?

 In your home, who do you share it with?

4 Make questions to know the opinion of our customers about our new
products, like:

 What are your thoughts on our newest product?

 Do you believe we should make any changes to our service? 10 minutes
Why?

  What are your thoughts and feelings about our new

product line?

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 5 Ask the customers if they believe that environmentally friendly items
are necessary nowadays? Why?
5 minutes

6 Make a session to address questions and concerns of the clients.

10 minutes

3 Schedule both meetings.

3.1 How will you schedule each meeting (e.g. meeting request sent via email, telephone call, text
message etc.)?

Email is a good way to schedule my employees and my customers

3.2 Which materials should be distributed before the meeting?

Form for clients to provide feedback.

3.3 Attach proof of how you’ve scheduled the meeting to this section of your portfolio.

Submit screenshot of your email for meeting 1

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 Submit screenshot of your email for meeting 2

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 Attach: Presentations (x 2) ☐

Additional meeting materials ☐

Proof of scheduling meetings (x2) ☐

Ambridge Institute: 45390

CRICOS Provider Code: 03702A
Version-2, Updated- 2021.12.09
BSBCMM511 Communicate with influence | 19
 Section 3: Presenting and negotiating

4 If not already viewed in person by your assessor, attach proof of your two meetings to this section of
your portfolio.

Complete this section after you’ve met with your identified stakeholders.

5 For each meeting and presentation, create a written document on the outcomes of the meeting.
Note: These written documents must be distributed to the relevant stakeholders. Keep the audience
in mind as you create each document.
Your document should include a summary of the meeting, including:
 who attended the meeting

 what was discussed at the meeting

 outcomes of your negotiation (including potential issues and problems).

Attach your documented meeting outcomes to this section of your portfolio.

Outcomes of the meeting/Evaluation of the meeting

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 Meeting 1:

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 Outcomes of the meeting/Evaluation of the meeting
Meeting 2:

6 Distribute your two meeting summary documents to relevant meeting stakeholders (separately).
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CRICOS Provider Code: 03702A
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 6.1 For each meeting document, how will you distribute the meeting outcomes (e.g. via email, hand
out a printed copy in person etc.)?
6.2 Attach proof of how you distributed the meeting outcomes summary to this section of your
portfolio (e.g. draft email, photo of you physically handing out a printed copy, link to intranet
location of document etc).

3.1 The meeting outcome will be distributed via email

The meeting outcome for each meeting will be distributed via e-mail, from the business email.
3.1 Submit screenshot of your emails to the stakeholders
Email 1

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 Email 2

7 Evaluate your presentations.

7.1 What feedback did you receive at the meeting?
The feedback received in the meeting is to apply active listening within the communication of all
members of the work team, taking the respective notes and attendance list of all participants.

7.2 What did you do well?

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One of the aspects that was done very well was the presentation and explanation of the use of the new
ecological cleaning products to the cleaning staff and clients, since everyone will be sure of what will
be implemented and how they work. It is important to review emails as this is the main source of
communication between staff and clients.
7.3 How can you improve?
Some of the aspects to be improved could be the publication on posters or cards of the use of the new
ecological cleaning products within the company, as well as making checklists or following up with
employees to review the work done.

Evaluation of your presentation

Presentation 1

Presentation 2

Attach: Proof of meetings (x 2) ☐

Documented meeting outcomes (x 2) ☐

Proof of distributing meeting outcomes to stakeholders ☐

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