Information for students
Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:
- review the advice to students regarding answering knowledge questions in the Business Works Student User Guide
- comply with the due date for assessment which your assessor will provide
- adhere with your RTO’s submission guidelines
- answer all questions completely and correctly
- submit work which is original and, where necessary, properly referenced
- submit a completed cover sheet with your work
- avoid sharing your answers with other students.
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Assessment information
Information about how you should complete this assessment can be found in Appendix A of the Business Works Student User Guide. Refer to the appendix for information on: · where this task should be completed · the maximum time allowed for completing this assessment task · whether or not this task is open-book. Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix C of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. |
Questions
Provide answers to all of the questions below:
- Explain how tone, structure and style of your communication may impact on others. In your answer:
- define tone (Tone is how you interact with your audience), style (Puts people first, avoiding stereotypical, archaic or offensive terms) and structure (Having a clear structure for communicating helps you in two ways: it allows you to organize and remember your ideas, and it makes it easier for your listener to follow and stay focused) as they relate to communication.
- explain how the tone, style and structure impacts others.
- use an example to illustrate/prove your answer.
- Explain why it is important to maintain confidentiality of information at work, including at least three examples of information that must be kept confidential.
- Discuss three ways by which a business can ensure that confidentiality is maintained at work.
- Explain the key principles of negotiation that should be used in the workplace to ensure that agreements are reached.
- Explain the mediation/negotiation process and at least three key principles/values that should be taken into account when mediating at work.
- Discuss three effective conflict resolution [1]
- Discuss key steps to be followed to identify and resolve workplace problems.
- Outline three effective communication techniques for de-escalation/decrease of a difficult situation.
- Outline effective strategies for cross-cultural communication[2].
- Outline at least five important considerations in ensuring that a meeting is structured.
- Explain at least five considerations to ensure that a meeting is inclusive (covering or including everything; open to everyone; not limited to certain people including the stated limits and everything in between)
- Explain how organisational policies and procedures address:
- presenting and negotiating
- leading and participating in meetings
- making presentations
- confidentiality of information.
- Select an industry and provide examples of media and government organisations, events and communication channels relevant to an organisation in the chosen industry. Use the table to complete your answer:
| Industry | Transport |
| Media and government organisations (at least two): | |
| Events (at least two): | |
| Communication channels (at least two): |
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