BSBCMM511_Assessment_Workbook_V1_02 21_YARA docx - Carlos D

Vista previa del material en texto

Copyright and Disclaimer
No part of this resource may be reproduced, stored in a retrieval system, or transmitted via any
electronic means or otherwise without the prior written permission of Lexis Training (LT).
LT gives permission to its learners to reproduce in print format, one copy of this manual for their own
educational use.
Information contained in this resource is drawn from a number of different sources of information
believed to be reliable. LT and its employees do not warrant the correctness of the sources used and
accept no responsibility to any person for any errors or omissions or for any loss or damage
howsoever caused from the use of this resource.
Version Control and Amendment History
BSBCMM511 – Communicate with influence
Reason for Review Release Date Version Details
Initial Release 19/10/2021 V1.0221 Written in line with the BSB 
Business Services Training Package 
Version 7.0, released 19/10/2020
 
Table of Contents 
TABLE OF CONTENTS 3
LEARNER ASSESSMENT INFORMATION 5
Overview 5
Active Participation 5
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
2
Assessment Workbook
BSBCMM511
Communicate with influence
Assessment Types 5
Written Work 5
Feedback to the Learner 6
Competency Outcome 6
Additional Evidence 6
Academic Integrity 6
Plagiarism 6
Collusion 7
Confidentiality 7
Recognition Prior Learning 7
Assessment Appeals Process 7
Reasonable Adjustment 7
Principals of Assessment and Rules of Evidence 8
AQF Level 8
Pre-Assessment Requirements 8
Written Assessments 9
ACCESSING INTRANET PAGES AND EXTERNAL LINKS 10
ASSESSMENT AGREEMENT 10
Short Answer Questions 12
Practical Assessment 29
Workplace Supervisor/Assessor Instructions 30
Project Assessment 31
Project Overview 31
Part I. Identify Communication Requirements 33
Part II. Present Negotiation to Achieve Outcomes 58
Part III. Participate in and Lead Meetings 91
Assessment Workbook Checklist 110
Record of Assessment 112
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
3
Learner Assessment Information
Overview
Prior to commencing this assessment task, your trainer/assessor will explain in detail the 
requirements of these assessment tasks. Please consult with your trainer/assessor if you have any 
questions relating to the requirements of these assessments. It is important that you understand and
adhere to the assessment requirements and address each assessment task in full. If any of the 
required tasks are not fully addressed, then you will be required to resubmit this assessment. Your 
trainer/assessor will remain available to support you throughout the assessment process.
Active Participation
It is a condition of enrolment that you actively participate in your studies. Active participation is 
attending classes and completing all of your assessment tasks on time. 
Assessment Types 
● Direct observation
● Portfolios/projects
● Question and answers (verbal or written)
● Presentations
The assessment tasks in this workbook assess aspects of all the elements, performance criteria, skills 
and knowledge and performance requirements of this unit of competency.
To demonstrate competence in this unit you must undertake all required activities in this workbook 
and have these tasks deemed satisfactory by your trainer/assessor. If you do not answer some 
questions or perform certain tasks, you will be deemed to be Not Yet Satisfactory; your 
trainer/assessor may ask you supplementary questions to determine your competence. Once you 
have demonstrated the required level of performance, you will be deemed Competent in this unit.
As part of the assessment process, all learners must abide by any relevant assessment policies as 
provided during your classes.
If you feel you are not yet ready to be assessed or that this assessment is unfair, please contact your 
assessor to discuss your options. You have the right to formally appeal any outcome and, if you wish 
to do so, discuss this with your trainer/assessor.
Written Work
Assessment tasks are used to measure your understanding and underpinning skills and knowledge of 
the overall unit of competency. When undertaking any written assessment tasks, please ensure that 
you address the following criteria:
● Address each question including any sub-points
● Demonstrate that you have researched the topic thoroughly 
● Cover the topic in a logical and structured manner 
● Your assessment tasks are well presented, well referenced and word processed
● Your assessment tasks include your full legal name on each and every page and the unit code
● Assessments must be typed using document software such as (or similar to) MS Office
● Handwritten assessments will not be accepted (unless, prior written permission is given)
Feedback to the Learner 
Feedback on a learners’ assessment performance is a vital element in their learning. Its purpose is to 
justify to learners how their competency was assessed, as well as to identify and reward specific 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
4
qualities in their work, to recommend aspects needing improvement, and to guide learners on what 
steps to take. 
Feedback should:
• Guide learners to adapt and adjust their learning strategies
• Guide trainers/assessors to adapt and adjust their teaching to accommodate a learners’
needs
• Be a pivotal feature of learning and assessment design
• Focus on course and unit learning outcomes
• Guide learners to become independent and self-reflective learners and improve their own
self awareness
• Acknowledge the developmental nature of learning.
•
Competency Outcome
There are two outcomes of assessments: 
o S = Satisfactory 
o NYC = Not Yet Competent - requires more training and experience
Once the learner has satisfactorily completed all the tasks for this unit the learner will be awarded 
“Competent” (C) or “Not yet Competent” (NYC) as the overall unit of competency result.
If you are deemed “Not Yet Competent” you will be provided with feedback from your assessor and 
will be given another chance to resubmit your assessment task(s). Please refer to your VET Learner 
Handbook for further information.
Additional Evidence
If we, at our sole discretion, determine that we require additional or alternative 
information/evidence in order to determine competency, you must provide us with such 
information/evidence, subject to privacy and confidentiality. We retain this right at any time, 
including after the submission of your assessments.
Academic Integrity
Academic Integrity is about the honest presentation of your work. It means acknowledging the work 
of others while developing your own insights, knowledge, and ideas. 
As a learner, you are required to:
● Undertake studies and research responsibly and with honesty and integrity
● Ensure that your work is in no way falsified
● Seek permission to use the work of others, where required
● Acknowledge the work of others appropriately
● Take reasonable steps to ensure other learners cannot copy or misuse your work
Plagiarism
Plagiarism is taking and using someone else's thoughts and writings and representing them as your 
own. Plagiarism is a serious act and may result in a learner’s exclusion from their course of study. If 
you have any doubts about including the work of others in your assessment, please consult your 
trainer/assessor. The following list outlines some of the activities that may be considered as 
plagiarism: 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
5
● Presenting any work by another individual as one's own unintentionally 
● Handing in assessments that are similar to or copied from another learner
● Presenting the work of another individual or group as your own work
● Handing in assessments without the adequate acknowledgement of sources used, including 
assessments taken totally or in part from the internet
If it is identified that you have plagiarised within your assessment, thena meeting will be organised 
to discuss this with you, based on this meeting further action may be taken accordingly.
Collusion
Collusion is the presentation by a learner of an assessment as their own that is, in fact, the result in 
whole or in part of unauthorised collaboration with another person or persons. Collusion involves 
the cooperation of two or more learners in plagiarism or other forms of academic misconduct and, as
such, both parties are subject to disciplinary action. Collusion or copying from other learners is not 
permitted and will result in a NYC grade.
Confidentiality
We will treat anything, including information regarding your job, workplace, employer, with strict 
confidence and in accordance with the law. However, you are responsible for ensuring that you do 
not provide us with anything regarding any third party including your employer, colleagues, and 
others, that they do not consent to the disclosure of. While we may ask you to provide information 
or details about aspects of your employer and workplace, you are responsible for obtaining 
necessary consents and ensuring that privacy rights and confidentiality obligations are not breached 
by you in supplying us with such information.
Recognition Prior Learning
Learners will be able to have their previous experience or expertise recognised on request.
Assessment Appeals Process
If you feel that you have been unfairly treated during your assessment, and you are not happy with 
your assessment and/or the outcome as a result of that treatment, you have the right to lodge an 
appeal. You must first discuss the issue with your trainer/assessor. If you would like to proceed 
further with the request after discussions with your trainer/assessor, you can lodge your appeal with 
the VET Manager, in writing, outlining the reason(s) for the appeal. Please refer to the VET Student 
Handbook for further information.
Reasonable Adjustment
We recognise the need to make reasonable adjustments within our learning and assessment 
environments to meet your individual needs. If you need to speak confidentially to someone 
regarding your individual needs please contact your trainer/assessor. It is important to note the 
following points:
● Academic standards of the unit/course will not be lowered to accommodate the needs of 
any student, but there is a requirement to be flexible about the way in which it is delivered 
or assessed
● If a reasonable adjustment is required trainer/assessors will need to complete the 
“Reasonable Adjustment Strategies Matrix” to ensure the explanation and correct strategy 
have been recorded and implemented
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
6
Principals of Assessment and Rules of Evidence
All assessment tasks will ensure that the Principles of Assessment and Rules of Evidence are adhered 
to. 
The Principles of Assessment are that the assessment must be valid, fair, flexible, reliable, and 
consistent. The Rules of Evidence state that evidence must be sufficient, valid, current, and 
authentic.
AQF Level
AQF levels and the AQF levels criteria are an indication of the relative complexity and/or depth of 
achievement and the autonomy required to demonstrate that achievement.
All assessment tasks must ensure compliance with the requirements of AQF level and the AQF level 
criteria. For more information, please visit http://www.aqf.edu.au/.
For further information regarding this unit go to 
https://training.gov.au/Training/Details/BSBCMM511 
Pre-Assessment Requirements
Our pre assessment requirements help learners to determine if they are ready for assessment. Your 
trainer and assessor must review the below points with the learner before the learner attempts the 
assessment task. If any points are incomplete or not clear to the learner, the trainer and assessor 
must provide relevant information to the learner to ensure they understand the requirements of the 
assessment task.
The learner must ensure they are ready for the assessment task before undertaking it. Please see 
below requirements:
● Completed the necessary prior learning before attempting this observation assessment
● Ensure your trainer and assessor has clearly explained the assessment process and tasks to
be completed
● Ensure that you understand what evidence is required to be collected and how
● You aware of your rights and the Complaints and Appeal processes 
● Please make sure you discuss any special requirements that need to be considered during
the assessment with your trainer and assessor
● Ensure that you have all the required resources needed to complete the Assessments 
● You are aware of the due date of these assessment tasks 
● In exceptional (compelling and compassionate) circumstances, an extension to submit an
assessment can be granted by the trainer/assessor. Evidence of the compelling and
compassionate circumstances must be provided together with your request for an extension
to submit your assessment work
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
7
https://training.gov.au/Training/Details/BSBCMM511
http://www.aqf.edu.au/
Instructions for Assessors
Written Assessments
Learners are required to complete each assessment task in full, once all questions are complete and 
the assessment has been submitted for marking, assessors must undertake the following steps:
● Provide feedback where appropriate throughout the assessment.
● Note the quality and accuracy of the responses provided and make a judgement on whether 
the assessment is Satisfactory or Not Yet Satisfactory.
● Complete the Competency Record and note the assessment outcome and attempt number 
and provide general feedback for the student.
● Complete and upload the Competency Record to the Lexis Learning Hub.
Accessing Intranet Pages and External Links
Throughout this workbook, you will be asked to access specific pages from the simulated business, 
Bounce Fitness. Links to these pages are formatted in Blue Text. 
To access these, hold the Ctrl key for Windows users while clicking on these links. For Mac users, 
directly click the link.
The simulated business, Bounce Fitness, can be accessed by going to 
http://bouncefitness.precisiongroup.com.au. 
Login to Bounce Fitness using the username and password provided by your Registered Training 
Organisation (RTO).
Assessment Agreement
Instructions:
Discuss and accomplish this section with your assessor before commencing then sign the 
confirmation at the end of this Agreement.
Have you signed off ✔
Delivery Method
Classroom ◻
Small Group ◻
One-on-One ◻
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
8
http://bouncefitness.precisiongroup.com.au/
Online ◻
Other (please describe) ◻
Assessment Pathway (for Practical Assessment)
Learner’s Organisation (Pre-assessment meeting conducted) ◻
Simulated Workplace Environment (Contextualised by RTO) ◻
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
9
Assessment Conditions 
Skills in this unit must be demonstrated in a workplace or simulated environment where the
conditions are typical of those in a working environment in this industry and include access to:
Workplace documentation and resources relevant to performance evidence ◻
Organisation information, including organisational structure, goals, 
objectives and plans relevant to performance evidence
◻
Assessors must satisfy the requirements for assessors in applicable vocational education and
training legislation, frameworks and/or standards.
I confirm that the activities and assessment completed as part of this unit are my own work and
comply with all relevant copyright and plagiarism rules. I understand that if there is any doubt of
the authenticity of any piece of my assessment, I can be orally examined, and the signatory of
evidence records may be contacted.
Learner’s name      
Learner’s signature       Date      
Assessor’s nameAssessor’s signature       Date      
End of Assessment Agreement
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
10
Tasks
Complete all tasks in this assessment as instructed. If you have questions, consult with your assessor.
Short Answer Questions
Question 1 
Complete the table by identifying the following:
▪ Name of your workplace/organisation
▪ The industry to which your workplace/organisation belongs
Conduct research online or through other sources to identify the following information: 
a. At least two media organisations that can help promote your workplace/organisation 
b. At least two government organisations relevant to your workplace/organisation 
c. At least two industry events that your workplace/organisation can participate in
Briefly explain how each of the identified information above is relevant to your
workplace/organisation.
d. At least two communication channels that your workplace/organisation can use to
communicate with its external stakeholders. 
Briefly explain how your workplace/organisation can use each communication channel to
communicate with its external stakeholders. 
If you’re not currently in a workplace/organisation, refer to Bounce Fitness as your organisation.
Access the link below to learn more about Bounce Fitness. 
Bounce Fitness
https://bouncefitness.precisiongroup.com.au/
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
11
https://bouncefitness.precisiongroup.com.au/
Name of your 
workplace/organisation
Bounce Fitness
Industry to which the 
workplace/organisation 
belongs
Fitness industry
a. Media Organisations Relevance
i.      Instagram      High
ii.      Facebook      High
b. Government Organisations Relevance
i.  Department of Health      high
ii.  Australian National Preventive 
Health Agency    
     moderate
c. Events Relevance
i.  Filex          High
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
12
ii.    7 Bridges Walk       Moderate
d. Communication Channels Relevance
i. Email marketing      HIgh
Email marking is important to keep people, 
members and non members knowing what is 
happening in the business
ii.       Phone calls      High
contacting members, and any other 
stakeholder through phone call sometimes is 
the easiest and quickest way to contact people
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
13
Question 2
Define cross-cultural communication in the context of a workplace.
     It is the way that people from different nationalities communicate within the organization 
with colleagues, involving their cultural background, religion, beliefs, etc
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
14
Question 3
Complete the table below: 
a. Identify at least three techniques for each of the workplace communication processes below.
Techniques refer to ways on how you can demonstrate each of the communication processes provided below. 
b. Briefly explain how each technique can be demonstrated in the workplace. 
Communication Process Technique How each technique can be demonstrated in the workplace
a. Negotiation, e.g. 
business deals
i. Active Listening           You listen the speaker and also engage in the conversation
ii.  Emotional intelligence          It is ability to control your emotions and recognize the feelings of 
colleagues
iii.  Adaptability          We need to adapt to each situation, because in negotiation every situation 
is different
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
15
b. Mediation of conflict i.  empathic listening      understand and be understood
ii.  Reframe     We change the way we see something. Situation is the same but we see in a 
different view.
iii. Ask questions          Mediator needs to ask questions in a manner that does not intimidate 
people as a way to find out the real needs, beliefs and feeling of people 
c. Conflict Resolution i. right timing to say 
something  
     Know when and what to say. In a conflict, someone could be angry, sick, 
etc so you need to know when is the right time to say certain things
ii.      Active listening      Keep eye contact, use body language and be present, focused on the 
conversation, with respect.
iii.      Use I and not you/ we    Using we/ you could sound like you are accusing someone.   
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
16
d. Incident de-escalation i. express both positive and 
negative emotions 
openly     
When someone is angry or agitated, do not try to calm them down. 
 
ii. Use non-threatening 
actions, such as ignoring the
event
 
 Ignoring can de- escalate the situation since there is no active audience. 
 
 
iii. Practice empathy by seeing 
things from their 
perspective
T When you understand the cause of their anger, they feel like you are 
taking them seriously, and both of you can work together to solve the 
issue. 
 
 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
17
Question 4 
Outline the steps for conducting structured meetings in the workplace.
If you’re currently in a workplace, you can refer to the procedures from your organisation. 
Steps in Conducting Structured Meetings in the Workplace
1. Send meeting agenda with purpose and information to participants
2. Send relevant documents to participants
3. Chairperson conducts the meeting
4. Action items from previous meeting are discussed before starting items on the agenda
5. Minutes are written by the notetaker or timekeeper
6. Participants can talk and ask questions when the chairperson open for discussion
7. The outcome of the meeting is sent to participants along with a copy of the meeting
minutes
8. Participants are checked on the review progress on the action items.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
18
Question 5 
Outline the steps for conducting inclusive meetings in the workplace.
If you’re currently in a workplace, you can refer to the procedures from your organisation. 
Steps in Conducting Inclusive Meetings in the Workplace
1. Prepare agenda for meeting
2. Participants are invited to meeting depending on their availability
3. Roles are assigned - facilitator, nottaker, timekeeper
4. ground rules on when to speak and when to listen are laid out
5. the agenda is discussed
6. give times to discuss points and share their ideas
7. the meeting is wrapped up and items for follow up are noted.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
19
Question 6 
Below are scenarios about workplace interactions involving meetings and presentations. Read each
scenario and answer each question that follow about communication tone. 
a. Scenario 1
The Marketing Manager of Bounce Fitness calls for a meeting with their team members to
discuss new ideas for the promotion of the organisation’s training services. In the meeting,
the manager must:
▪ Get at least one or two ideas from each team member
▪ Acknowledge and compliment the ideas
▪ Expound on interesting ideas
▪ Ask the team members to ask questions if the ideas are not clear to them
i. What tone can the Marketing Manager use when discussing with the team members?
     Informal, encouraging and chatty
b. Scenario 2
After meeting with the team members, the Marketing Manager set up a meeting with the
CEO to present the new marketing ideas. In the meeting, the manager must:
▪ Introduce the ideas and their purpose, objectives, main points, and advantages
▪ Avoid making statements irrelevant to the ideas being proposed
ii. What tone can the Marketing Manager use when presenting to the CEO?
     Formal and assertive
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
20
Question 7 
Identify the four communication styles. For each communication style, provide at least one 
example of a situation when eachis demonstrated in the workplace.
Communication Style Example
a.      Aggressive ”you are stupid!”
“you are hopeless”
b.      Passive ”I dont care”
“Whatever”    
c.    Passive-aggressive    ”It is your fault…”  
“you should have done…”  
d.      Assertive “ When is a good time to talk?”
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
21
Question 8 
Below are scenarios involving workplace interactions. Read each scenario and answer each
question that follow about communication structure.
a. Scenario 1
Jack is part of the team of Fitness Instructors under Bounce Fitness. Every week, the fitness
instructors gather in the meeting room to talk about concerns their customers may have
raised during the week. They all contribute solutions to solve the concerns of the customers.
Aside from that, they also discuss about possible improvements they can implement for
future tasks.
i. What is the communication structure present in the situation?
     All- channel communication structure
b. Scenario 2
Stephanie is the General Manager of Bounce Fitness. She receives an instruction to inform
the employees about the new rule regarding office hours from the Vice President. She relays
this information to each of the Department Heads. The heads will then relay the information
to their respective team leaders, who will then disseminate the information to their
members.
ii. What is the communication structure present in the situation?
     Chain communication structure
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
22
Question 9
Access and review the following policies and procedures of Bounce Fitness relevant to
confidentiality of information: 
▪ Management of Electronic Information Protection Policies and Procedures
▪ Privacy and Confidentiality Policy 
https://bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-
policy-procedures/ 
Answer each question below for each of the policies and procedures reviewed using your own
words.
Management of Electronic Information Protection Policies and Procedures 
a. Identify the three electronic information covered under this policy. 
i. Client profile
ii. Bounce Fitness resources
iii. Bounce Fitess data
b. Briefly discuss how Bounce Fitness ensures the protection of its electronic information. 
     Bounce Fitness adopts the Australian Privacy Principles located within Privacy Act 1988.
The Principles are the legal basis of which the company collects, uses, divulges, protects and
discards electronic information. 
c. Outline the steps to follow if a breach of security in electronic information occurred. 
     Report the security breach to the IT Department and authorities when necessary, and
provide them with all relevant information requested. Private information, including names and
contact details of clients involved, will require a written request and approval from the Centre
Manager.
Inform the individuals/entities whose electronic information was involved in a security breach.
Bounce Fitness will investigate what caused the breach and create a report on the outcomes of
the investigation to be distributed personnel, including clients, involved in the breach.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
23
https://bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-policy-procedures/
https://bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-policy-procedures/
Privacy and Confidentiality Policy 
a. Identify at least three methods of collecting personal information based on this policy.
i.      Forms
ii.      phone calls
iii.      face to face meetings
b. Identify the three instances when the personal information from Bounce Fitness can be
disclosed.
i.    when required by Australian law or obligated through a court/tribunal order  
ii. when the client consents to disclose their information
iii. when there is a reason to believe that any unlawful activity has been, is being, or can be
engaged in  
c. Outline the steps followed by Bounce Fitness in the event of loss of personal information.
- seek to identify and secure the incident in order to prevent further infraction 
- assess the seriousness and nature of the damage to initiate an internal investigation 
- report the breach to the police where criminal activity is suspected 
- notify the Privacy Commissioner during cases concerning a significant breach of security 
- inform the individual(s) concerned where appropriate and possible.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
24
Question 10
Access and review the following policies and procedures of Bounce Fitness relevant to conducting
meetings: 
▪ Policy and Procedures for Meetings
▪ Style Guide 
https://bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-
policy-procedures/ 
Answer each question below for each of the policies and procedures reviewed using your own
words.
Policy and Procedures for Meetings
a. Outline the four purposes of conducting staff meetings 
i. Communication and discussion of decisions of the management with regard to the 
operations of the organisation     
ii. Provision of personal support and opportunities for staff development     
iii. Opportunity for staff to discuss any areas of concern relating to their work roles, their 
colleagues, the management and the organisation     
iv. Allow staff to discuss issues and needs of clients and the program     
b. Identify the two people who the Department Supervisor can appoint to chair a
department or team meeting. 
i. General Manager  
ii. Department Supervisor
c. Outline the steps that you need to take if you are assigned as minute-taker for a meeting.
- minute taker must have a copy of the agenda prior to the meeting
- motions and resolutions must be documented in verbatim by the minute taker in a
formal meeting
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
25
https://bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-policy-procedures/
https://bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-policy-procedures/
- contents of the meeting minutes for each department or team meeting is upon the
discretion of the chairperson.
- upon completion of the meeting, the manager reviews the minutes taken down by the
minute taker while referring to the meeting agenda. If necessary, the manager will re-
write to correct anything that might be wrong in grammar, spelling, accuracy, etc
d. Identifty the person assigned to head negotiations during meetings. 
Chairperson
e. Outline steps required when negotitating during a meeting 
- when negotiating information or workplace arrangements, meeting participants must
immediately raise concern during meeting to raise a motion
- After discussion point is raised for negotiation, the meeting chair must rule to resolve the
motion
- Once approved, chair is to clarify goal of the motion or point of discussion to the
participants and ask for acknowledgment of understanding.
- Participants must negotiate towards a resolution for the raised motion. Participants are
to raise a resolution to the motion as a result of negotiation.
- Once resolution has been raised, participants are called to take a vote. If majority vote
yes, chair is to clarify resolution and discuss action points required to conduct resolution.
If majority vote no or if votes arrive at a stalemate, chair is to either reopen floor for
negotiation or declare motion unresolved. Unresolved motions are to be discussed in a
later meeting.
f. Identify when a presenter must be informed that they will be presenting. 
At least 7 days before the meeting
g. Outline steps presenter needs to take to conduct a presentation during themeeting. 
- Presenter must prepare any supplementary information they require for the
presentation, this includes PowerPoint presentations, handouts, audiovisual aids, etc.
- Equipment required for the presentation must be reserved three days before the
presentation.
- Presenter must be in the venue of the meeting 10 minutes before the appointed time.
This is so that the presenter can prepare all they need to conduct the meeting. 
- When conducting the presentation, presenter must: establish and maintain eye contact
with your audience; maintain positive body language during presentation such as using
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
26
appropriate tone, and body stance; modulate voice to an appropriate volume so that all
present can hear clearly; speak using an even pace 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
27
Style Guide 
a. Outline the reason Bounce Fitness provides pre-designed and formatted PowerPoint
presentations 
     To ensure cohesion of visual identity and branding across all Bounce Fitness centres. 
b. Identifty the three situations when a PowerPoint presentation should be used as visual
aid 
i.      Departmental/team staff meetings
ii.      Client briefings 
iii.      Onboarding presentations
c. Outline steps to take when creating a presentation using Bounce Fitness’ PowerPoint
template. 
- Once the template is downloaded, select the title page, and add images if required 
- To duplicate the slide for including body text, go to the top menu bar then ‘Insert >
Duplicate Slide’. This will create a new slide with the body page style. 
- Create your presentation considering using the following rules: a. Limit content to at
least two sentences or three to five bullet points b. Use font sizes 30pt or larger c.
Limit font styles (italics, bold, underline) to at least one per slide 
Practical Assessment
The Practical Assessment is a set of tasks that must be completed in a workplace, or in an
environment with conditions similar to that of a real workplace.
To be assessed for this unit of competency, you must demonstrate your skills and knowledge to
present and negotiate persuasively, lead and participate in meetings and make presentations to
customers, clients and other key stakeholders. 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
28
Wherever possible, this assessment must be completed in your own workplace, including the
gathering of evidence.
Where a current workplace is not available, you must conduct your practical assessment in an
environment where conditions are typical of those experienced in a workplace. The
environment must provide you access to all the resources required to complete this assessment.
If you don’t have access to a suitable workplace, discuss with your assessor any adjustments
required to the tasks to conduct a simulated workplace assessment. 
IMPORTANT!
▪ All signatures/initials in your submissions, including yours, must be handwritten and
dated. Submissions with signatures/initials must be scanned.
▪ The supervisor/observer who completes and signs your evidence submissions must
provide their real name, contact number, and email address for your assessor’s
reference.
▪ Should you encounter issue or concerns regarding your assessment, contact your
assessor.
Workplace Supervisor/Assessor Instructions
Dear Workplace Supervisor/Assessor,
Thank you for allowing and assisting the learner to complete this project in (please tick at least
one):
❒ the workplace.
❒ a simulated workplace environment.
This project requires the learner to lead, participate and make presentations to customers,
clients and other key stakeholders in the workplace. 
The learner will discuss with you the requirements they must complete and the resources they
need to access in the assessment environment for this project.
Your Role as the Learner’s Supervisor/Assessor
There are activities in this project that will require your involvement. This includes: 
▪ providing the learner access to the resources required for this project. 
▪ participating in the activities included in this project, including:
o observing the learner as they complete these activities, 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
29
o signing the learner’s submissions, 
o providing feedback on the learner’s performance, and 
o providing guidance to the learner as they complete these activities in the
selected assessment environment.
▪ testifying that the learner has completed these activities in accordance with the
workplace standards, policies, and procedures, and in accordance with the requirements
of this project.
▪ being contacted by the learner’s training provider through a phone call or email to
further verify that the learner has completed the activities included in this project to a
satisfactory level and to verify the authenticity of the learner’s document submissions. 
Discuss any queries about the project and associated requirements with the learner. If the
learner cannot answer your questions about the project, please contact the learner’s
assessor/training provider.
Project Assessment
Project Overview 
This project requires the learner to lead, participate and make presentations to customers,
clients and other key stakeholders in the workplace.
The project is divided into three parts:
1. Identify Communication Requirements 
2. Present Negotiation to Achieve Outcomes
3. Participate in and Lead Meetings
Tasks and activities in this project assessment require you to have access to a workplace or a
similar environment.
Read the instructions in this project carefully before proceeding.
Resources Required for Assessment
Resources you need to access to complete this assessment are outlined in the Resources
Required for Assessment section of this workbook and in the task overview of each part of the
assessment.
Forms and Templates
Assessment forms and templates are provided in each task in this Project Assessment, unless
otherwise specified.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
30
If you are currently in workplace, you may use similar forms and templates used by your
organisation to complete the assessment. However, all requirements specified in the task must
be included in your submissions.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
31
Assessment Pathway
WORKPLACE PATHWAY
If you have access to a real workplace, it is recommended that you complete the project
assessment in the workplace. Your workplace environment must provide you with access to the
resources required to allow you to complete the assessments in this project.
If you are completing this project using the workplace pathway, instructions in green boxes such
as this are for you.
IMPORTANT 
Before choosing this pathway, read through all the tasks and requirements in this project
assessment and check with your workplace if you can complete the assessment within the
workplace.
SIMULATED WORKPLACE PATHWAY
If you currently do not have access to a suitable workplace, or your workplace does not have the
resources required for this assessment, use this pathway. Discuss with your assessor the
resources required to allow you to complete the assessments in this project.
If you are completing this project using the simulated workplace pathway, instructions in yellow
boxes such as this are for you.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
32
Part I. Identify Communication Requirements
Task Overview 
This part of the project requires you to prepare the requirements of the information you will
communicate in yourorganisation. Specifically, you are required to:
▪ Confirm authority to present information on behalf of an organisation or work area in
accordance with organisational policies and procedures 
Confirm with the centre manager or any other appropriate authority if you need to
present something on behalf of the organization.. 
▪ Identify information to communicate to relevant stakeholders, including confidential
information 
Electronic Information: 
- Client personal information 
- Bounce Fitness resources 
- Bounce Fitness data 
 Financial Information: 
- Personal information of clients and people affiliated with Bounce Fitness 
- Credit card information 
- Credit ratings 
- PayPal account details 
- Reports (Purchases, Accounting, Sales, Expenses and Budgeting)
- Transaction Records
▪ Identify the objectives of the communication
There are three purposes of communication:
1. To inform: Sharing objective pieces of information
2. To persuade: Convincing someone to agree to something
3. To express: Expressing personal thoughts and opinions 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
33
▪ Prepare and plan for delivery of communication
Employees are highly encouraged to utilise all communication channels for work-related
purposes. They must comply with this policy and other applicable policies and legislation.
Failure to do so may result in disciplinary action. News and updates within Bounce Fitness
that are related to ongoing company activities and events can be shared using the
following communication channels. 
- Bulletin Board: To disseminate significant announcements relevant to employees’
interests in an easily accessible location. This includes upcoming training sessions
and current employment vacancies. 
- Emails: To inform all staff about important information as well as to promote
upcoming events and activities. Each staff member will have their own personal
email assigned to them using the Bounce Fitness internal email system. All
employees must read emails regularly to be updated on company news and
announcements.
- Social Media: To be used by committee members to collaborate and communicate
about ongoing projects online. This enables each member to conveniently share
and comment on ideas about company activities and events. 
- Surveys: To collect information and feedback directly from Bounce Fitness staff. It
enables every member of the staff to contribute feedback and ideas for improving
the work environment and employee engagement.
▪ Develop a position in line with the information to be communicated
????
Resources Required: 
To complete this project, you will need access to the following:
▪ A workplace that will allow you access to:
o Workplace documentation, including:
● Policies and procedures related to communicating workplace information:
- Presenting information in the workplace
- Managing confidential information in the workplace
o Supervisor or relevant personnel who will be authorising you to represent
information on behalf of the organisation or work area
o Information that will need to be communicated in the workplace 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
34
This must include confidential information that you will manage. 
o Information needs of stakeholders in line with the information to be
communicated 
These are information the stakeholders need to understand first before being able
to participate in the meeting fully.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
35
▪ Legislation relating to maintaining confidential information: 
o Privacy Act and the Australian Privacy Principles
1988
▪ Ethical documents containing responsibilities in maintaining confidential information
This can be based on documents such as Codes of Ethics that your organisation, or
industry uses.
Supplementary Resources for Simulated Workplace Assessment:
▪ At least one volunteer to undertake the role of the CEO from Bounce Fitness 
▪ Video camera or a mobile phone with video recording capabilities
▪ A safe environment to conduct the role-play activity
Templates required to complete this project are provided within this workbook.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
36
Task 1.1 Prepare and Plan Communication Requirements
ASSESSMENT INSTRUCTIONS
Part A
1. Seek the assistance of your supervisor or relevant workplace personnel to determine
information which must be communicated within the organisation or work area. This can
include but is not limited to:
▪ a new product/service
▪ changes in a process
Work area can be a specific department of the organisation. (e.g. Marketing, Product
Development, Finance, etc) 
2. Identify the person in authority who will give approval for you to communicate
information on behalf of the organisation or work area. The person in authority can
include but is not limited to the following: 
▪ Your supervisor 
▪ Your team leader 
The person in authority must be the person who has knowledge about the information to
be communicated.
3. Access and review your organisation’s policies and procedures related to communicating
workplace information. These must include the following: 
▪ Presenting information in the workplace 
Employees are highly encouraged to utilise all communication channels for work-
related purposes. They must comply with this policy and other applicable policies
and legislation. Failure to do so may result in disciplinary action. News and
updates within Bounce Fitness that are related to ongoing company activities and
events can be shared using the following communication channels.
▪ Managing confidential information in the workplace
Bounce Fitness is bound by the provisions of the Privacy Act 1988, including the
Australian Privacy Principles.
These are Bounce Fitness General Principles in terms of confidentiality: 
- All information relating to Members, and Staff will be treated confidentially
- Generally, personal information will not be released to another person without
consent. 
- Members have the right to access their own records in the presence of the
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
37
Manager or Assistant Manager. 
- Privacy must be given to each Member when undertaking personal activities, 
- Members are to be addressed by their preferred name.
4. Locate the Authority to Represent Business Form template provided within this
workbook. Complete the form by: 
a. Identifying where the information will be communicated 
Indicate if this will be to the whole organisation or a specific work area only. 
b. Identifying at least one information to be communicated
c. Outlining the organisational policy and procedures for communicating
information in your organisation or work area
5. Locate the Observation Form provided within this workbook. The Observation Form
outlines all the skills you need to demonstrate during this task. Provide your assessor a
copy of the Observation Form.
6. Review the instructions here and the skills outlined in the Observation Form. Arrange a
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
38
time with your assessor to observe you in conducting the meeting. Discuss all
requirements of the task with your assessor and prepare these before the consultation
meeting.
Your assessor will complete the Observation Form.
If direct observation from your assessor is not possible, record the meeting in a video.
Ensure to obtain permission first from person involved before doing so.
7. Arrange a meeting with your supervisor/manager to discuss the information to be
presented in the organisation or work area. 
8. Discuss the information in the Authority to RepresentBusiness Form, specifically:
▪ The information to be communicated
▪ If the information will be communicated to the whole organisation or a specific
work area only
▪ Procedures they will follow to communicate workplace information
9. Have the person in authority approve your Authority to Represent Business Form. Have
them sign the declaration at the end of the template to confirm approval of your
representation on behalf of the organisation or work area. Their signature must be
handwritten. 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
39
Part B
1. Once you have confirmed authority to present information, locate the Delivery Plan
template provided within this workbook. Prepare the plan: 
a. Identify the name of the organisation or the work area where information will be
communicated 
Refer to the Authority to Represent Business Form. 
b. Identify at least one purpose of the communication you will deliver to the
organisation or work area. 
c. Identify at least two objectives of the communication to be delivered 
Objectives are goals and situations your organisation wants to achieve from the
meeting. 
d. Identify at least two desired outcomes from the communication
Desired outcomes are the results your organisation expects after the meeting.
e. Identify at least one position in line with the purpose of communication 
Your position must refer to the organisation’s take or opinion on the information.
f. Identify the following to complete the context of communication: 
▪ The information to be communicated 
▪ At least one confidential information involved 
▪ At least one reason for confidentiality of information
g. Access and review the following documents relating to maintaining confidential
information: 
▪ Privacy Act, including the Australian Privacy Principles 
▪ Ethical documents relating to maintaining confidential information based 
on what your organisation or industry uses 
▪ Policies and Procedures of your organisation relating to maintaining 
confidential information 
h. After reviewing the documents: 
▪ Identify the organisational policy on managing confidential information
and outline its procedures
▪ Identify the legal document on maintaining confidentiality within the
organisation
▪ Identify at least two legal responsibilities on maintaining confidentiality 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
40
Refer to the Australian Privacy Principles under the Privacy Act
▪ Identify the ethical document on maintaining confidentiality of
information within the organisation
▪ Identify at least two ethical responsibilities on maintaining confidentiality
based on this document.
i. Identify the following to prepare information on the target stakeholders: 
Stakeholders are the people within or outside your organisation who will be
impacted by the information to be communicated. 
▪ At least two target groups who will be included in the meeting 
For each target group, briefly explain why they are chosen to participate
in the meeting. 
▪ At least two information the target stakeholder groups need to
understand first before being able to participate in the meeting fully. 
2. The following sections will be completed in the succeeding task: 
▪ Requirements of the stakeholders 
▪ Outcomes desired by the stakeholders
▪ Potential issues the stakeholders can have regarding the information to be 
communicated
▪ Potential problems the stakeholders can have regarding the information to be 
communicated
▪ Forums to present the information 
▪ Communication and Presentation Styles 
▪ Positions of the business in line with each of the objectives of communication 
▪ One supporting argument for each of the positions identified 
Your plan must be written using language appropriate for the target stakeholder
groups.
3. Submit the following to your assessor:
▪ Authority to Represent Business Form 
▪ Video recording of the meeting (if direct observation with assessor is not
possible)
The Delivery Plan will be submitted after completing the succeeding task.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
41
Part 1 Case Study Overview
Project New Look 
You are the manager of one of the centres of Bounce Fitness. You are working closely with the CEO
and Executive Assistant regarding the project to rebrand Bounce Fitness. 
The CEO has been in discussion with the Board a plan to rebrand Bounce Fitness, starting with its
logo and shirt design. This will be the company’s first rebranding in six years. A lot of new fitness
centres have arisen in the last few years, so the CEO thinks that Bounce Fitness needs to redesign
its look to attract new customers into the business. This aims to contribute to the achievement of
the following organisational objectives:
a. Continue to cultivate Bounce Fitness image as a premier long-term wellness program
provider
b. Increase market penetration
The following is the proposed design for the rebranding: 
New Logo New Company Shirt
The target groups for this plan includes the Bounce Fitness staff and customers, particularly the
young people and over 50’s. The Bounce Fitness staff has an even mixture of male and female
employees, with an average age range of 19 to 43. About 20 percent of them speaks English as a
second language. Most of them directly work with customers. They will be able to reinforce the
new brand and cultivate the Bounce Fitness image as a long-term wellness and health provider to
current and prospective customers. 
Customers which include the young people and over 50’s are the key targets of this proposal as
they are likely looking to improve on their health and fitness. They are also the target market for
ongoing membership which is highly tied to the business objective.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
42
When you present the information to them, the main concern will be the appeal of the new logo
and shirt design to the target audience as well as when this will be commencing. It is important to
let them know that this information is confidential at the moment, and only selected people from
the Bounce Fitness staff and customers are invited to the preview. This information is confidential
to avoid the risk of the idea being copied by competitors. Only the management is authorised to
present other information relating to this plan in a staff meeting.
The CEO is the person in authority will be the one to give you the approval to communicate the
rebranding with the target groups on behalf of the organisation.
Review the following resources to use as guidance when handling workplace information at
Bounce Fitness:
▪ Communication Policy
https://bouncefitness.precisiongroup.com.au/policies-and-procedures/human-resource/
▪ Privacy and Confidentiality Policies and Procedures
https://bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-
policy-procedures/
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
43
https://bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-policy-procedures/
https://bouncefitness.precisiongroup.com.au/policies-and-procedures/administrative-policy-procedures/
https://bouncefitness.precisiongroup.com.au/policies-and-procedures/human-resource/
SIMULATED ASSESSMENT INSTRUCTIONS 
Complete the steps outlined in Task 1.1 and the additional steps outlined below.
Part A
1. Refer to Part 1 Case Study Overview to complete this task.
2. Locate the Authority to Represent Business Form template and the Observation Form
provided within this workbook. The Observation Form outlines all the skills you need to
demonstrate during this task. Provide your assessor a copy of the Observation Form.
3. Review the instructions here and the skillsoutlined in the Observation Form. Arrange a
time with your assessor to observe you in conducting the role-play meeting. Discuss all
requirements of the task with your assessor and prepare these before the role-play
activity.
Your assessor will complete the Observation Form.
If direct observation from your assessor is not possible, record the meeting in a video.
Ensure to obtain permission first from persons involved before doing so.
4. Arrange a meeting with the CEO to discuss the rebranding of Bounce Fitness, specifically
the new logo and shirt design as specified in the case study. 
5. You will require access to the following:
▪ At least one volunteer to assume the role of the CEO 
▪ Video camera or a mobile phone with video recording capabilities
▪ A safe environment to conduct the role-play activity
There’s no specific character brief to follow for this role play meeting. However, you must
discuss with your volunteer relevant information regarding this assessment based on the
Case Study Overview prior to commencing. 
6. Have the CEO (the volunteer) approve your Authority to Represent Business Form. Have
them sign the declaration at the end of the template to confirm approval of your
representation on behalf of the organisation or work area. Their signature must be
handwritten. 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
44
Part B
1. Locate the Delivery Plan template provided within this workbook. Prepare the plan: 
a. Identify the name of the organisation or work area where information will be 
communicated
Refer to the Authority to Represent Business Form.
b. Identify at least one purpose of the communication you will deliver to the 
organisation or work area.
c. Identify at least two objectives of the communication to be delivered
Objectives are goals and situations the organisation wants to achieve from the
meeting.
d. Identify at least two desired outcomes from the communication
Desired outcomes are the results the organisation expects after the meeting.
e. Identify at least one position in line with the purpose of communication 
Your position must refer to the organisation’s take or opinion on the information.
f. Identify the following to complete the context of communication: 
▪ The information to be communicated 
▪ At least one confidential information involved 
▪ At least one reason for confidentiality of information
g. Access and review the following documents relating to maintaining confidential
information: 
▪ Privacy Act, including the Australian Privacy Principles
▪ Ethical documents of the organisation relating to maintaining
confidential information
▪ Policies and Procedures of the organisation relating to maintaining
confidential information
h. After reviewing the documents:
▪ Identify the organisation’s policy on managing confidential information
and outline its procedures
▪ Identify the legal document on maintaining confidentiality within the
organisation
▪ Identify at least two legal responsibilities on maintaining confidentiality
Refer to the Australian Privacy Principles under the Privacy Act 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
45
▪ Identify the ethical document on maintaining confidentiality of
information within the organisation
▪ Identify at least two ethical responsibilities on maintaining confidentiality
based on this document.
i. Identify the following to prepare information on the target stakeholders: 
Stakeholders are the people within or outside the organisation who will be
impacted by the information to be communicated. 
▪ At least two target groups who will be included in the meeting 
For each target group, briefly explain why they are chosen to participate
in the meeting. 
▪ At least two information the target stakeholder groups need to
understand first before being able to participate in the meeting fully
2. Submit the following to your assessor: 
▪ Authority to Represent Business Form
▪ Video recording of the meeting (if direct observation with assessor is not possible)
The Delivery Plan will be submitted after completing the succeeding task.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
46
Authority to Represent Business Form
To the Learner: Complete the details below then have your supervisor/manager sign off the declaration below
to confirm their permission for you to present this information on behalf of the organisation. 
Learner Name:     Raquel Genioli 
Workplace/Organisation: 
IF presenting information in a
specific work area, write NA
or Nil. 
   Bounce Fitness Sydney  
Work Area
IF presenting information in
the whole organisation, write
NA or Nil.
 Sydney     
Information to be Communicated 
     New Personal Trainer in the Gym
Procedures for Communicating Workplace Information 
     Send email to staff and members to let them know that the gym has a new trainer, introducing the
new trainer.
Put the new trainer profile on the trainer wall 
Put a sign on the front desk board “meet our new PT”
Provide few free sessions, so members can know better the new PT
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
47
AUTHORISING PERSONNEL DECLARATION 
TO THE AUTHORISING PERSONNEL:
By signing in the spaces provided below, you are confirming that you give the learner undertaking this
assessment the authority to: 
❒ represent the business in undertaking a presentation on your behalf
❒ manage confidential information appropriately 
Authorising Personnel 
name:
   Jacinta Scotts  
Position:   Centre Manager   
Workplace/Organisation:
IF presenting information
in a specific work area,
write NA or Nil.
   Bounce Fitness Sydney  
Work Area
IF presenting information
in the whole organisation,
write NA or Nil.
     Management
Signature:      Jacinta Scott
Date:    13/11/21  
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
48
Delivery Plan 
Prepared by   Jacinta Scotts   
Workplace/Organisation 
IF presenting information
in a specific work area,
write NA or Nil.
     Bounce Fitness Sydney
Work Area
IF presenting information
in the whole
organisation, write NA or
Nil.
     Management/ PT
Purpose of Communication      Introduce the new personal trainer 
Objectives of 
Communication 
a.  Get members and staff to know the gym has a new personal 
trainer    
b. Increase PT sales   
Desired Outcomes from the
Communication
a. Bring new clients to the new trainer     
b. Good relationship between staff and between staff /member   
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
49
POSITION ON THE PROPOSAL 
a.      Manager
CONTEXT OF COMMUNICATION 
Information to be 
Communicated
     New trainer in the gym
Confidential Information      Personal trainer’s personal information
Reason for Confidentiality    to protect the new trainer
Organisational Policy for Managing Confidential Information
Name of the Policy      Privacy and Confidentiality Policies and Procedures
Procedures for Managing
Confidential Information
    Collection and Use of Personal Information
Consistent with the company’s obligations under Australian law, such as but
not limited to tax office obligations, and industrial instruments, the company
will only collect personal information considered necessary for the
fulfillment of said requirements as well as the provision of services defined in
the company’s objective. In general, such personal information will be
obtained directly from the individual, provided that consent from said
individual is stated. 
Collecting personal information can be done through the following methods:
forms or telephone calls, written information sent through faxes and e mails,‐
face to face meetings, assessments.
In cases where the personalinformation is collected from sources other
than those mentioned above, the company will inform the said individual of
such circumstances. Unsolicited information considered unnecessary and
irrelevant to operations of the company, we The company will de identify or‐
dispatch of unsolicited details including personal information that is not
relevant to the functions of the organisation. 
When you use our website, we do not attempt to identify you as an
individual user, and we will not collect personal information about you
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
50
unless you specifically provide this to us (e.g. through an online form).
Information recorded and logged by our website’s Internet Service Provider
upon usage will include your company address, your top level name (e.g.,‐
.com, .gov, .org, .au, etc.), date and time of entry, type of web browser,
information accessed such as pages and documents. 
Our website management agent may use statistical data collected by
our ISP to evaluate the effectiveness of our website. We are required
to allow law enforcement agencies and relevant government agencies
with the proper authority to inspect our ISP logs, if an investigation warrants
such an inspection. Our website uses temporary ‘cookies’ to identify and
interact more effectively with your computer. 
A ‘cookie’ is a small text file placed on your computer by the web server
when you access our website. Our use of temporary cookies means that
when you close your browser, no personal information is retained that may
identify you in the future. 
Disclosure of Personal Information:
Personal information will generally only be disclosed by authorised persons.
Personal information may be disclosed if we: 
- Are required by Australian law or obligated through a court/tribunal
order 
- Have the client’s consent to disclose their information 
- reasonably believe that the disclosure of such information is
necessary to lessen or prevent an imminent threat to an individual’s
life, health or safety, or a significant threat to public health or safety
- have reason to believe that any unlawful activity has been, is being,
or can be engaged in. 
If it is necessary to transfer personal information interstate or overseas, as
per the provisions of APP, the proper steps will be followed to make sure
that the APP will not be violated in relation to said information. 
Personal information relating to persons will not be used for other purposes
such as fundraising or direct marketing activities without seeking written
consent. 
No unauthorised statements will be made regarding Bounce Fitness, its
Members, or staff to any media representatives. 
Referral Letters to Health Professionals:
When disclosing Members’ personal information for the purpose of creating
referral letters for health professionals (medical and/or allied health
professionals), Employees must have the member complete a consent form.
This consent form must be attached to each referral letter that will be
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
51
submitted. 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
52
Legal Responsibilities to Maintain Confidential Information
Title of Legal Document      
Legal Responsibilities in
Maintaining Confidential
Information
a.      
b.      
Ethical Responsibilities to Maintain Confidential Information 
Title of Ethical Document      
Legal Responsibilities in
Maintaining Confidential
Information
a.      
b.      
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
53
TARGET STAKEHOLDERS
Target Groups Relevance to Information
a.            
b.            
Information Needs of the Stakeholders 
Information Needs of the
Stakeholder Groups
a.      
b.      
Requirements of the Stakeholders 
Requirements of the 
Stakeholders
a.      
b.      .
Outcomes Desired by the Stakeholders
Outcomes Desired by the 
Stakeholders
a.      
b.      .
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
54
Potential Issues and Problems 
Issues
a.      
b.      
Problems
a.      
b.      
Forums to Present Information
Forums
a.      
b.      
Selected Forum      
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
55
Communication and Presentation Styles 
Communication and Presentation Style
Tone      
Structure      
Style      
Positions Based on Objectives of Communication
Positions Supporting Arguments
a.            
b.            
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
56
Observation Form (For Assessor’s Use Only) 
INSTRUCTIONS TO THE ASSESSOR 
The assessor is to observe the learner as they complete the assessment task and skill requirements
outlined in this Observation Form.
Before observing the learner:
▪ Review and discuss with the learner the task instructions, and skill requirements which they need
to demonstrate to complete this assessment.
▪ Ensure that the learner understands the requirements of the task and the skill requirements
before proceeding.
For this assessment, the learner is required to discuss with their supervisor/relevant personnel the
information to be communicated in the organisation or work area. Prior to conducting the meeting, discuss
with the learner to ensure that they have access to the following:
A safe environment to conduct the meeting (please tick at least one):
❒ the workplace: Indicate location of assessment.
❒ a simulated workplace environment: Indicate location of assessment.
Assessment requirements (please tick all requirements found in the assessment environment):
❒ At least one person in authority. They can include but is not limited to the following:
❒ Your supervisor
❒ Your team leader 
For learner taking the Simulated Pathway assessment, it must include: 
❒ At least one volunteer who will undertake the role of the CEO 
❒ Authority to Represent Business Form template 
❒ Video camera or a mobile phone with video recording capabilities
Only if direct observation is not possible.
Continued on the next page.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
57
Your Role as the Observer/Assessor
You are required to observe the learner meet with the supervisor/relevant personnel to seek permission to
discuss the information to be communicated with the people in the organisation. The learner will provide
you a copy of the Observation Form which you must complete during the observation task. 
Select the method of observation to be conducted:
❒ Direct observation
Assessor must be physically present in the assessment environment.
❒ Observation via video recording 
Learner and the assessment requirements must be present in the video recording.
Complete the Observation Form for this task:
▪ Observe the learner demonstrate each skill requirement outlined in the form as they undertake
the task.
▪ Indicate the date when the observation is conducted. 
▪ Tick each item in the form as ‘YES’ if the learner satisfactorily demonstrates each skill
requirement based on the criteria provided. Write objective feedback on how the learner
demonstrated each skill requirement based on your observation.
▪ Tick each item in the form as ‘NO’ if the learner does not satisfactorily demonstrate each skill
requirement. Write objective feedback including additional information on how the learner can
satisfactorily demonstrate this requirement for this task.
▪ Provide an overall feedback on the learner’s performance to assist the learner in addressing any
areas of improvement.
▪ Sign off the Assessor Declaration at the end of the Observation Form to confirm this observation.
Discuss any furtherqueries about the task and associated requirements with the learner before
commencing.
Observation Form begins on the next page.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
58
Observation Form
Learner Name:      
Name of Workplace/
Organisation:
     
Task Title
Refer to task title.
     
Date of Observation:      
Did the learner demonstrate the following during 
the meeting with supervisor/relevant personnel?
Yes No Comments
1. Use active listening to seek information and confirm understanding of the information to be 
communicated
During the meeting, did the learner:      
▪ Paraphrase the information before 
responding to the person’s query ☐ ☐
▪ Ask questions to the person to clarify what 
was said
☐ ☐
▪ Avoid interruption of the speaker ☐ ☐
2. Use active questioning to seek information and confirm understanding of the information to be 
communicated
During the meeting, did the learner:      
▪ Use funnel questions to get into the details 
of the information
 ☐ ☐
▪ Avoid leading questions, and/or yes and no 
questions 
☐ ☐
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
59
3. Adapt personal communication style to build trust and respect for the opinions and values of the 
supervisor/relevant personnel
During the meeting, did the learner:      
▪ Encourage the supervisor/relevant 
personnel to share their opinions regarding 
the information to be communicated
☐ ☐
▪ Recognise and consider the 
supervisor/relevant personnel’s opinion in 
deciding details of information to 
communicate
☐ ☐
4. Adjust vocabulary language to maintain the effectiveness of the interaction
During the meeting, did the learner:      
▪ Consider the age, gender, education, level, 
etc. of the supervisor/relevant personnel
☐ ☐
▪ Use terms commonly used in the 
organisation
☐ ☐
OVERALL FEEDBACK TO LEARNER
     
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
60
ASSESSOR DECLARATION 
By signing here, I confirm that I have observed the learner, whose name appears above,
perform/demonstrate the skills outlined in this Observation Form during the meeting.
I further confirm that the information recorded on this Observation Form is true and accurately reflects
the learner’s performance during this task.
Assessor Name:      
RTO Name:      
Signature:      
Date signed:      
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
61
Part II. Present Negotiation to Achieve Outcomes
Task Overview 
This part of the project will require you to present and negotiate with the target stakeholder
groups with identified information to be communicated within the organisation or work area.
Specifically, you will be required to:
▪ Identify the desires, needs, and requirements of stakeholders
▪ Identify potential issues and problems that can arise from the negotiation 
▪ Prepare positions and supporting arguments based on the objectives of the
communication 
▪ Identify and select forums to present identified information
▪ Identify tone, structure, and style to be used when communicating and presenting to
target stakeholder groups
▪ Undertake presentation to the target stakeholder groups
▪ Negotiate with stakeholders to achieve agreed outcome
▪ Follow up with stakeholders following presentation 
▪ Evaluate presentation and identify areas of improvement
Resources Required:
To complete this project, you will need access to the following:
▪ A workplace that will allow you access to:
o People, including: 
● At least two people from each of the two target stakeholder groups as
identified in Part 1. 
▪ Presentation materials that will contain information you will present to the stakeholders
(e.g. PowerPoint presentation, paper handouts) 
▪ Computer with internet access to send emails and to make presentation materials
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
62
Supplementary Resources for Simulated Workplace Assessment: 
▪ At least four volunteers to undertake the role of the individuals in each of the two target
stakeholder groups
o At least two volunteers will be the Bounce Fitness Staff
o At least two volunteers will be the young and old representative from the Target
Market
The volunteers from the Target Market do not necessarily have to be young and
old. Volunteers must act and think like the age of the customer they are role-
playing.
▪ Presentation materials that will contain information you will present to the stakeholders
for the meeting with the stakeholders (e.g. PowerPoint presentation, paper handouts)
▪ Computer with internet access to send emails and to make presentation materials
▪ Video camera or a mobile phone with video recording capabilities
▪ A safe environment to conduct the role-play activity
Templates required to complete this project are provided within this workbook.
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
63
Task 2.1 Prepare Presentation for the Information to be Negotiated to the 
Target Stakeholder Groups 
ASSESSMENT INSTRUCTIONS 
1. Access the partially completed Delivery Plan from Task 1.1. For this part of the
assessment, you will need to identify the requirements for your target stakeholder
groups to present the information to them. 
2. Determine the communication method on how you can access each member of your
target stakeholder groups. Arrange a meeting with them, or write them an email to
identify the following information: 
You must communicate with at least two individuals from each of the two target
stakeholder groups identified. 
a. At least two requirements of the stakeholders regarding the meeting
Requirements are needs or conditions the stakeholders have to proceed with the
meeting. 
b. At least two outcomes desired by the stakeholders regarding the information to
be discussed
You will need to submit supplementary evidence of communication with target
stakeholders to gather the information above. Evidence can include but is not limited to: 
▪ Meeting minutes with the above requirements as discussion points, with
handwritten signatures of each stakeholder 
▪ PDF copy of email correspondence with responses from each of the stakeholders
3. Collate and document the information gathered from each relevant stakeholder in the
partially completed Delivery Plan. Complete the following sections of the template: 
a. At least two requirements of the stakeholders regarding the meeting
b. At least two outcomes desired by the stakeholders regarding the information to
be discussed
4. Complete the remaining sections of the Delivery Plan by providing the following
information: 
a. Potential issues and problems 
▪ At least two issues the stakeholders may have regarding the information
to be discussed 
BSBCMM511 - Communicate with influence Assessment Workbook V1 02.21
64
▪ At least two problems the stakeholders may have regarding the
information to be discussed
Issues are concerns that are up for debate and usually have an existing
solution. Problems, on the other hand, are difficulties that must be
discussed to come up with a solution.
b. Communication and presentation styles 
Based on the requirements and the target stakeholder groups that you have,
identify the following which you will use when you present the information to
them: 
▪ The tone you will use when communicating with the target stakeholder
groups 
Communication tone can either be formal or informal, depending on the
audience you are speaking to. Examples of communication tones are
enthusiastic, direct, apologetic, etc.
▪ The communication style you will use when communicating with the
target stakeholder groups
Communication style can be one of the following four types: passive,
aggressive, passive-aggressive, and assertive. 
▪ The structure