Addictive disorders can be particularly challenging for clients. Not only do these disorders typically interfere with a client’s ability to function in daily life, but they also often manifest as negative and sometimes criminal behaviors. Sometime clients with addictive disorders also suffer from other mental health issues, creating even greater struggles for them to overcome. In your role, you have the opportunity to help clients address their addictions and improve outcomes for both the clients and their families.
THE ASSIGNMENT
In a 5- to 10-slide PowerPoint presentation, address the following. Your title and references slides do not count toward the 5- to 10-slide limit.
Provide an overview of the article you selected
What population (individual, group, or family) is under consideration?
What was the specific intervention that was used? Is this a new intervention or one that was already studied?
What were the author’s claims?
Explain the findings/outcomes of the study in the article. Include whether this will translate into practice with your own clients. If so, how? If not, why?
Explain whether the limitations of the study might impact your ability to use the findings/outcomes presented in the article.
Use the Notes function of PowerPoint to craft presenter notes to expand upon the content of your slides.
Support your response with at least three other peer-reviewed, evidence-based sources. Explain why each of your supporting sources is considered scholarly. Provide references to your sources on your last slide. Be sure to include the article you used as the basis for this Assignment.
Business Management Skills (DFMB3_AS_v1) Student identification (student to complete) Please complete the fields shaded grey. Student number Written Assignment result (assessor to complete) Result — first submission Not yet demonstrated Parts that must be resubmitted Result — resubmission (if applicable) Not applicable Result summary (assessor to complete) First submission Resubmission (if required) Task 1 Not yet demonstrated Not applicable Task 2 Not yet demonstrated Not applicable Task 3 Not yet demonstrated Not applicable Task 4 Not yet demonstrated Not applicable Task 5 Not yet demonstrated Not applicable Task 6 Not yet demonstrated Not applicable Task 7 Not yet demonstrated Not applicable Feedback (assessor to complete) [insert assessor feedback] Before you begin Read everything in this document before you start your written assignment for Business Management Skills (DFMB3_AS_v1). About this document This document includes the following parts: • Instructions for completing and submitting this assignment • Task 1 — Developing and nurturing relationships with clients, other professionals and third-party referrers • Task 2 — Developing business promotion plans • Task 3 — Identifying risk and applying risk management processes • Task 4 — Improving the business • Task 5 — Managing team effectiveness and performance • Task 6 — Performance management • Task 7 — Develop a performance plan How to use the study plan We recommend that you use the study plan for this subject to help you manage your time to complete the assignment within your enrolment period. Your study plan is in the KapLearn Business Management Skills (DFMB3v1) subject room. Instructions for completing and submitting this written assignment Saving your work Download this document to your desktop, type your answers in the spaces provided and save your work regularly. • Use the template provided, as other formats will not be accepted for these assignments. • Name your file as follows: Studentnumber_SubjectCode_Assignment_versionnumber_Submissionnumber (e.g. 12345678_DFMB3_AS_v1_Submission1). • Include your student ID on the first page of the assignment. Before you submit your work, please do a spell check and proofread your work to ensure that everything is clear and unambiguous. Word count The word count shown with each question is indicative only. You will not be penalised for exceeding the suggested word count. Please do not include additional information which is outside the scope of the question. Additional research When completing this assignment, assumptions are permitted although they must not be in conflict with the information provided in the Case Study. You may also be required to source additional information from other organisations in the finance industry to find the right products or services to meet your client’s requirements, or to calculate any service fees that may be applicable. Submitting the written assignment Only Microsoft Office compatible written assignments submitted in the template file will be accepted for marking by Kaplan Professional Education. You need to save and submit this entire document. Do not remove any sections of the document. Do not save your completed assignment as a PDF. The written assignment must be completed before submitting it to Kaplan Professional Education. Incomplete written assignments will be returned to you unmarked. The maximum file size is 20MB for the Written and Oral Assignment. Once you submit your written assignment for marking you will be unable to make any further changes to it. You are able to submit your written assignment earlier than the deadline if you are confident, you have completed all parts and have prepared a quality submission. Please refer to the Assignment submission/resubmission videos in the ‘Assessment’ section of KapLearn under your ‘Assignment Enrolment’ for details on how to submit/resubmit your written assignment. Your written assignment and oral assignment must be submitted together on or before your due date. Please check KapLearn for the due date. The written assignment marking process You have 12 weeks from the date of your enrolment in this subject to submit your completed assignment. If you reach the end of your initial enrolment period and have been deemed ‘Not yet demonstrated’ in one or more assessment items, then an additional four (4) weeks will be granted, provided you attempted all assessment tasks during the initial enrolment period. Your assessor will mark your written and oral assignment and return it to you in the Business Management Skills (DFMB3v1) subject room in KapLearn under the ‘Assessment’ tab. Make a reasonable attempt You must demonstrate that you have made a reasonable attempt to answer all of the questions in your written assignment. Failure to do so will mean that your assignment will not be accepted for marking; therefore, you will not receive the benefit of feedback on your submission. If you do not meet these requirements, you will be notified. You will then have until your submission deadline to submit your completed written and oral assignment. How your written assignment is graded Assignment tasks are used to determine your ‘competence’ in demonstrating the required knowledge and/or skills for each subject. As a result, you will be graded as either Demonstrated or Not yet demonstrated. Your assessor will follow the below process when marking your written assignment: • assess your responses to each question, and sub-parts if applicable, and then determine whether you have demonstrated competence in each question. • determine if, on a holistic basis, your responses to the questions have demonstrated overall competence. You must be deemed to be demonstrated in all assessment items in order to be awarded the units of competency in this subject, including: • all of the exam questions • the written and oral assignment. ‘Not yet demonstrated’ and resubmissions Should sections of your assignment be marked as ‘Not yet demonstrated’ you will be given an additional opportunity to amend your responses so that you can demonstrate your competency to the required level. You must address the assessor’s feedback in your amended responses. You only need amend those sections where the assessor has determined you are ‘Not yet demonstrated’. Make changes to your original submission. Use a different text colour for your resubmission. Your assessor will be in a better position to gauge the quality and nature of your changes. Ensure you leave your first assessor’s comments in your assignment, so your second assessor can see the instructions that were originally provided for you. Do not change any comments made by a Kaplan assessor. Units of competency This written assignment is your opportunity to demonstrate your competency against these units: Unit code Unit name FNSRSK511 Undertake risk identification FNSPRM613 Grow financial businesses BSBLDR522 Manage people performance BSBTWK502 Manage team effectiveness FNSPRM612 Improve business of financial practices Note that the written and oral assignment is one of two assessments required to meet the requirements of the units of competency. We are here to help If you have any questions about this written assignment, you can post your query at the ‘Ask your Tutor’ forum in your subject room. You can expect an answer within 24 hours of your posting from one of our technical advisers or student support staff. Start here Throughout this assessment we will be using a case study to explore the five (5) units of competency. You will need to read the case study first and refer to it throughout the subject. The case study: Capital City Finance and Mortgage Brokers (CCF & MB), can be accessed from the subject room. Business management skills Background Refer to the Case study business profile for Capital City Finance and Mortgage Brokers (CCF & MB) located in the subject room. George and Mildred are very happy with the way you provide service to your clients and your contribution to building the business. They now want you to take the next step into a more senior role of general manager and turn your focus to expanding the business, by building relationships through strategic alliances with selected real estate agents, accountants and legal firms. They also want you to consider how CCF & MB can consolidate its relationships with its existing strategic partners. Task 1 — Developing and nurturing relationships with clients, other professionals and third-party referrers George and Mildred require you to write two (2) growth plans. • The first growth plan will outline how you will strengthen the strategic relationships you already have with a number of real estate agents, accountant and legal firms. • The second growth plan will outline how you will identify and foster new relationships with other real estate agents, accountants and legal firms The layout and content of each plan should address the following: • Identify the business objectives and needs. • Capital City Finance and Mortgage Brokers (CCF & MB) does not have a vision statement. You will need to create one. (In the first growth plan you will outline how you developed, reviewed and finalised the vision statement). • Outline the policies and procedures that are essential for the growth plan to be functional, effective and meet legislative requirements. • Conduct sufficient market research to identify key relationship opportunities and what will be required to maintain and attract relationships. • Outline how you could use and cooperate with other professionals and third parties to expand and enhance the reputation of the organisation. • Segment the relationships and tailor the plan for each. • Clearly identify the priorities for each relationship based on the overall vision and objectives of the business. • Set appropriate growth targets. • Develop an action plan to achieve the growth targets. • Review existing business work activities and confirm they support the business growth plans. • Outline who will need to be consulted during implementation of your plan. • Outline how you will monitor and adjust the plan. You can use a suitable template that you are familiar with or have found on the internet or you can utilise the template provided below. When completing this task, assumptions are permitted, although they must not be in conflict with the information provided in the background information. (1,000 words) Student response to Task 1 Growth Plan 1 Background Answer here Vision statement Answer here Objective/s of the organisation Answer here Objective/s of the growth plan. What will be the success indicators? Answer here Essential policies and procedures Answer here Market research Answer here Relationships (maintain, strengthen, grow) and appropriate growth targets. Prioritise the relationships. Answer here Action Plan (repeat as required) Due Date Task Task Owner Resources required Answer here Answer here Answer here Answer here
Funding required Answer here Work practices review (What supports the plan and what might need to change) Answer here Who will need to be consulted during implementation? Answer here How will you monitor the implementation and adjust as required? Answer here Growth Plan 2 Background Answer here Vision (how you developed, reviewed and finalised the vision) Answer here Objective/s of the organisation Answer here Objective/s of the growth plan. What will be the success indicators? Answer here Essential policies and procedures Answer here Market research Answer here Relationships (maintain, strengthen, grow) and appropriate growth targets. Prioritise the relationships. Answer here Action plan (repeat as required) Due date Task Task owner Resources required Answer here Answer here Answer here Answer here
Funding required Answer here Work practices review (What supports the plan and what might need to change) Answer here Who will need to be consulted during implementation? Answer here Assessor feedback: Task 1 — Developing and nurturing relationships with clients, other professionals and third-party referrers [insert feedback] Date assessed: Click here to enter a date Does the student need to resubmit? No Questions that need to be resubmitted First submission Not yet demonstrated Resubmission Not applicable To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission. Task 2 — Developing business promotion plans George and Mildred now require you to write two (2) promotional plans. The promotional plans can be on any aspect of the business (new clients, new products, new services etc.). Task 2: Question 1 The layout and content of each plan should address the following: • Research and identify target markets. • Obtain market research data (or make assumptions) and identify key market data for the plan. This can include, for example, customer demographics, product types (i.e. census data if available), marketing media data (i.e. social media). • Conduct a competitor analysis. Identify your major competitors (at least two (2)), with a competitor analysis developed for each competitor. • Develop and review the business’ market position based on the research and competitor analysis. • Develop the business brand and the benefits your business can offer. • Identify the business’ products and/or services using a combination of research and your own personal experience • Establish the objectives and targets of the promotion. • Develop and select the appropriate promotional tools. (1,000 words) You may use any format for your plan; however, you are not permitted to simply answer the points above. If you are unsure as to how to write a plan, you can refer to the Business Growth and Marketing topic and use the suggested SMEAC format outlined in Part 6, Section 13. You may also refer to the internet for other examples of business or marketing plans. A link providing guidance on how to develop a plan is available in the Toolbox. You can also use the template below for your plan. When completing this task, assumptions are permitted, although they must not be in conflict with the information provided in the case study. Student response to Task 2: Question 1 Promotional Plan 1 Industry research (What industry are we in?) Answer here Market research (identify target markets, products and services) Answer here Competitor analysis (minimum of two (2) competitors) Answer here Business current position Answer here Products and/or services to promote Answer here Objectives and targets of the promotion Answer here Promotional tools and strategy Answer here Promotional Plan 2 (must be different to Plan 1) Industry research (What industry are we in?) Answer here Market research (locate target markets, products and services) Answer here Competitor analysis Answer here Business current position Answer here Products and/or services to promote Answer here Objectives and targets of the promotion Answer here Promotional tools and strategy Answer here Task 2: Question 2 In the tables below, outline the tasks, steps, resources, personnel and timelines required to develop and implement the promotional plan. (100 words) Student response to Task 2: Question 2 Implementing the promotional plan 1 Task Steps required Resources required Who will complete this? Date to start Date to complete Answer here Answer here Answer here Answer here Answer here Answer here Implementing the promotional plan 2 Task Steps required Resources required Who will complete this? Date to start Date to complete Answer here Answer here Answer here Answer here Answer here Answer here Task 2: Question 3 You are required to monitor the progress of the promotional plans. Complete the tables below to demonstrate how you will monitor your promotional plan over a period of time. Depending on the type of activity and how it is measured, an average may not be applicable. If not applicable, input N/A in the Average column. (100 words) Student response to Task 2: Question 3 Monitoring the promotional plan 1 Marketing plan targets Monitoring process Period one Period two Period three Period four Average Answer here Answer here Answer here Answer here Answer here Answer here Answer here
Monitoring the promotional plan 2 Marketing plan targets Monitoring process Period one Period two Period three Period four Average Answer here Answer here Answer here Answer here Answer here Answer here Answer here
Task 2: Question 4 You will need to assume that certain aspects of your promotional plan require an adjustment. For example, ‘consistency of posts to social media not being maintained’. To make adjustments to the promotional plan, complete the tables below. (200 words) When completing this task, assumptions are permitted although they must not be in conflict with the information provided in the background information. Note to students: You can add lines to the tables if necessary Student response to Task 2: Question 4 Adjusting the promotional plan 1 Identified task requiring adjustment Changes required Answer here Answer here Adjusting the promotional plan 2 Identified task requiring adjustment Changes required Answer here Answer here Assessor feedback: Task 2 — Developing business promotion plans [insert feedback] Date assessed: Click here to enter a date Does the student need to resubmit? No Questions that need to be resubmitted First submission Not yet demonstrated Resubmission Not applicable To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission. Task 3 — Identifying risk and applying risk management processes George and Mildred have become very concerned about the potential risks that could jeopardise CCF & MB’s business operations. They were very impressed with your growth and promotional plans for CCF & MB so they have now moved you into more of a general manager’s role with expanded responsibilities, including managing CCF & MB’s risk. Task 3: Question 1 As part of your new responsibilities, you are required to develop a risk management plan which: • establishes the context for CCF & MB’s risk management plan and establish the boundaries of that context • outlines the regulatory requirements (in particular who are the regulators) • lists and explains the tools you will use in assessing the risks you identify • identifies the stakeholders (both internal and external) you would consult in establishing context and assist with the identification of CCF & MB’s risks • outlines the tools you would use in identifying CCF & MB’s risks • identifies at least two risks and the organisational processes associated with that risk that CCF & MB could face for each of the six categories of business risk; including strategic risks, compliance risks, financial risk, operational risks, market and environmental risks and reputational risks; with an appropriate risk statement for each identified risk. Note: You may make any assumptions in producing your plan, but these should be documented either in the body of your plan or separately before you produce it. You are not permitted to simply answer the points detailed above. (400 words) Student response to Task 3: Question 1 Answer here Task 3: Question 2 Refer to the email from co-worker identifying potential risk in the Toolbox. In the answer box below, write an email to management outlining the identified risk, your analysis, how you would evaluate the risk and suggest how the risk could be best treated. (200 words) Student response to Task 3: Question 2 Answer here Task 3: Question 3 Refer to the risk treatment mapping guide in the toolbox. Using the following steps, complete the risk evaluation and treatment table below: Step 1. Insert the risks that you identified in Question 1 into the table below. Step 2. By using the risk treatment mapping guide in the toolbox, appraise the likelihood and consequence for each risk identified and include these in the table. Step 3. Define how each risk can be treated, and whether a potentially serious risk should be escalated to management. Step 4. Develop recommendations to mitigate identified risks. Step 5. Provide recommendations on how to monitor and review the risks identified. (200 words) Student response to Task 3: Question 3 Answer here Risk evaluation and treatment map Risk identified (through analysis) Likelihood (risk evaluation criteria) Consequence Treatment (comment if risk should be escalated to management for supervision) Mitigate identified risks (provide recommendations to mitigate risk) Monitor (include how to be monitored and how often to be reviewed) Answer here Answer here Answer here Answer here Answer here Answer here
Task 3: Question 4 Take two (2) of the risks you identified in Question 1 and treated in Question 3. Create a scenario for both where the risk has escalated in likelihood and/or consequence due to the control strategy you applied not working effectively or the situation has changed. Outline your recommendations for new controls. Complete the table below. (200 words) Student response to Task 3: Question 4 Answer here Risk Current Escalation factor New Recommended controls Who needs to be informed L C L C Answer here Answer here Answer here Answer here Answer here Answer here Answer here Answer here
Assessor feedback: Task 3 — Identifying risk and applying risk management processes [insert feedback] Date assessed: Click here to enter a date Does the student need to resubmit? No Questions that need to be resubmitted First submission Not yet demonstrated Resubmission Not applicable To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission. Task 4 — Improving the business Over the last few months business for CCF & MB has been very good with a number of new clients coming on board as a result of implementing your business growth and marketing plans. However, neither you or the business owners are satisfied with maintaining the status quo; as you and they are committed to a program of continuous improvement. You all feel that CCF & MB’s competitive advantage needs to be strengthened and a SWOT should be undertaken to establish CCF & MB’s strengths and weaknesses including benchmarking the business against the industry. You now decide that you will carry out a diagnosis of the business including a SWOT analysis and a benchmarking exercise to improve CCF &MB’s competitive advantage and its business. You are to produce a document covering your diagnosis, which will be distributed amongst CCF & MB’s key personnel. As a minimum, your document should cover the following: • Identify the business priorities, objectives, needs and requirements. • The data and tools you have used as part of your diagnosis to identify CCF & MB’s competitive advantage. • A SWOT analysis to identify CCF & MB’s strengths and weaknesses, its threats and opportunities. • How you identified and sourced relevant benchmarking data. • How you selected the key indicators (and who you consulted with) for your benchmarking exercise. • A consolidated list of the areas for improvement (this must include at least three (3) different financial businesses) you have identified with a cost-benefit ratio established for each of them. • Outline the stakeholders you consulted with to reach agreement on the areas of improvement and the success factors. • Recommendations on the changes that may be required that will affect existing workflows or CCF & MB’s organisational structure. • A high-level action plan that will implement and monitor the recommended changes to be made. In addition to the learning material in Topic 1-2, Part 2, refer to the helpful links provided in the Toolbox. (1,000 words) Student response to Task 4 Answer here Assessor feedback: Task 4 – Improving the business [insert feedback] Date assessed: Click here to enter a date Does the student need to resubmit? No Questions that need to be resubmitted First submission Not yet demonstrated Resubmission Not applicable To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission. Task 5 — Managing team effectiveness and performance One of your key responsibilities as general manager is to develop and implement ways to improve the performance of CCF & MB’s consultants and other staff members. Answer the following questions: Task 5: Question 1 (a) Outline the team purpose, roles and responsibilities of the CCF & MB’s team. (b) Using the ‘work plan’ template provided below, develop a work plan for CCF & MB. This can be done by using actions of your choice (i.e. nurturing leads to create clients). The work plan will also include who you will allocate various tasks to achieve the plan’s objective. The plan must be within CCF & MB’s organisational requirements and comply with legal requirements. (c) Outline the stakeholders that you would need to consult with to ensure that the roles and responsibilities meet the CCF & MB’s operational plans, resource requirements and organisational processes. (300 words) Student response to Task 5: Question 1 Answer here Work plan template Action Allocated to Responsibility Timeframe allocated Answer here Answer here Answer here Answer here
Task 5: Question 2 Describe the process you might follow when developing quantitative and qualitative performance criteria. You should explain how you ensure that the criteria relates to CCF & MB’s objectives and how to motivate and support staff members to achieve these objectives. (200 words) Student response to Task 5: Question 2 Answer here Task 5: Question 3 How will you facilitate team member input into planning, decision making and operational aspects of team tasks? (50 words) Student response to Task 5: Question 3 Answer here Task 5: Question 4 Locate a code of conduct, either in your workplace or on the internet. Modify and customise it to create a code of conduct that would meet CCF & MB’s business requirements. Ensure that you upload a copy of the original code of conduct as well as your modified version. You can use the information provided at ‘Workable’. The link is available in the Toolbox. (150 words) Student response to Task 5: Question 4 Answer here Task 5: Question 5 What are the benefits of evaluating and monitoring staff members on a continuous basis? (50 words) Student response to Task 5: Question 5 Answer here Task 5: Question 6 Why is it important to document the performance management process? Explain the possible consequences of not retaining appropriate records of this process. (100 words) Student response to Task 5: Question 6 Answer here Task 5: Question 7 In what ways can you reinforce excellence in work performance through recognition and continuous feedback? How might you be able reward staff in non-financial ways? (100 words) Student response to Task 5: Question 7 Answer here Task 5: Question 8 You have realised that the majority of staff really do not understand the performance management process, development program and legal requirements. You need to deliver a training session to cover the key aspects. Map out your training program in the training template below. You will need to cover all steps of the performance management process in the Topics/Content of your training program. At the Fair Work Ombudsman website, you will find an excellent managing performance program. You can use this to develop your training program. The link is provided in the Toolbox. (200 words) Student response to Task 5: Question 8 Answer here Time Topic/Content Resources required Answer here Answer here Answer here
Assessor feedback: Task 5 — Managing team effectiveness and performance [insert feedback] Date assessed: Click here to enter a date Does the student need to resubmit? No Questions that need to be resubmitted First submission Not yet demonstrated Resubmission Not applicable To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission. Task 6 — Performance management Martin and Luis are working together on project involving the preparation for a loan application for one of CCF & MB’s most influential clients, a property developer. Martin missed a deadline and the whole project is now behind schedule by a week. This is the third time in a month that he has missed a deadline. Martin has had problems with meeting deadlines in the past and has already had a written warning. As the general manager you have been monitoring Martin’s performance over the past month, providing informal feedback about his role in the project. Although he has made several improvements regarding his performance, his inability to meet deadlines has forced the delay of the client’s development a further month. CCF & MB made a commitment to the client that the loan application would be with the prospective lender two weeks ago. The client is not happy that he does not yet have an approval and is considering cancelling the agreement he has with CCF & MB and going elsewhere. Task 6: Question 1 You have arranged to meet with Martin to talk about the project and his input. How would you go about providing constructive feedback to Martin? (100 words) Student response to Task 6: Question 1 Answer here Task 6: Question 2 Following your meeting with Martin you have decided to continue monitoring his performance for the purposes of evaluating where improvements can be made and provide feedback. Outline the process you have adopted to conduct this monitoring exercise. Reference material is available in Topic 1-3, Managing people’s performance. (100 words) Student response to Task 6: Question 2 Answer here Task 6: Question 3 Following your meeting with Martin, use the evaluation criteria listed in the table below. You should also include any additional criteria you think is applicable. Record and document comments regarding Martin’s performance in the performance appraisal checklist below. (50 words) Student response to Task 6: Question 3 Performance appraisal checklist Evaluation criteria Rating 1–5 (5 best) Team leader/general manager comments Attendance & punctuality Answer here Answer here Dependability Answer here Answer here Personal appearance Answer here Answer here Productivity Answer here Answer here Work quality Answer here Answer here
Task 6: Question 4 Using the template below, outline a learning and development plan for Martin. (a) Explain how you will support this team member throughout the learning and development plan. (b) How will you ensure you obtain their commitment and agreement to the development plan? (100 words) Student response to Task 6: Question 4 Answer here Notes for completion: • capability area: skill, knowledge or attribute the team member needs to acquire or improve. • learning and development strategy(s): the development tools you select (such as coaching, training) to assist them to achieve the capability area • required resources: any resources needed to achieve the chosen strategy (such as a computer etc.) • start date: when they will start the strategy • end date: when they will finish the strategy. Capability area Learning and development strategy Required resources Start date End date Answer here Answer here Answer here Answer here Answer here
Task 6: Question 5 If Martin’s performance continues to be unsatisfactory you will need to counsel and implement the organisation’s performance improvement process. Outline the steps (including the timeline) involved in taking an employee through the process. A poor performance policy example is located in the Toolbox. (200 words) Student response to Task 6: Question 5 Answer here Task 6: Question 6 Luis is basically the opposite to Martin. He meets deadlines and produces quality work. The project delays are not due to his work. You are considering training him to manage a new office that CCF & MB are considering opening on the other side of the country. He does not have management experience though. You have also arranged to meet with Luis to talk about the project and his other work. How would you go about providing recognition and positive feedback to Luis? (100 words) Student response to Task 6: Question 6 Answer here Task 6: Question 7 Following your meeting with Luis you have decided to monitor his management capability for the purposes of evaluating where improvements can be made and provide feedback. Outline the process you have adopted to conduct this monitoring exercise. (150 words) Student response to Task 6: Question 7 Answer here Task 6: Question 8 Following your meeting with Luis, create an evaluation document. Use the below evaluation criteria template to record and document comments regarding Luis’ performance and capability as a manager in the performance appraisal checklist below. (100 words) Student response to Task 6: Question 8 Performance appraisal checklist Evaluation criteria Rating 1–5 (5 best) Team leader/general manager comments Attendance & punctuality Answer here Answer here Dependability Answer here Answer here Personal appearance Answer here Answer here Productivity Answer here Answer here Work quality Answer here Answer here Management capability Answer here Answer here Communication skills Answer here Answer here Delegation skills Answer here Answer here
Task 6: Question 9 Using the template below, outline a learning and development plan for Luis. (a) How will you support this team member throughout the learning and development plan to help him develop his management skills? (b) How will you ensure you obtain Luis’ commitment and agreement to the development plan? (250 words) Student response to Task 6: Question 9 Answer here Notes for completion: • capability area: skill, knowledge or attribute the team member needs to acquire or improve. • learning and development strategy(s): the development tools you select (such as coaching, training) to assist them to achieve the capability area • required resources: any resources needed to achieve the chosen strategy (such as a computer etc.) • start date: when they will start the strategy • end date: when they will finish the strategy Capability area Learning and development strategy Required resources Start date End date Answer here Answer here Answer here Answer here Answer here
Assessor feedback: Task 6 — Performance management [insert feedback] Date assessed: Click here to enter a date Does the student need to resubmit? No Questions that need to be resubmitted First submission Not yet demonstrated Resubmission Not applicable To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission. Task 7 — Develop a performance plan Task 7: Question 1 In order for CCF & MB to continue to meet their primary goal of ‘being a leader in offering broking services to the local community’, they have asked you, in your capacity as the newly appointed general manager, to develop a performance plan and establish some ‘key performance indicators’ (KPIs) for all customer service staff. The objective of the performance plan is to focus on the organisation’s key goals and objectives in line with the ‘Service standards statement’ available in the toolbox. Information on people performance can be sourced from the learning material Topic 1-3, People management. (200 words) Student response to Task 7: Question 1 Answer here Task 7: Question 2 Write an email for circulation within the business that praises the team’s positive efforts and contributions over the last six months. Ensure that you are specific so as the team knows what they have done well and the impact that their actions. (100 words) Student response to Task 7: Question 2 Answer here Task 7: Question 3 (a) What processes will you implement to identify and address issues, concerns and problems identified by team members? (b) How will you encourage the team to participate and take responsibility for solving problems? (c) How will you support the team to identify, participate and take responsibility for solving problems? (d) What behaviours will you need to exhibit to promote teamwork and collaboration? (300 words) Student response to Task 7: Question 3 Answer here Task 7: Question 4 In the template below, outline the communication that you will provide to key stakeholders (in particular George and Mildred, and the team). Identify at least five (5) stakeholders and advise of their preferred communication requirements. (100 words) Student response to Task 7: Question 4 Answer here Stakeholder (Name or role) Requirements (What information and date) Frequency (how often) Media (meeting, report etc.) Answer here Answer here Answer here Answer here
Task 7: Question 5 The team members are struggling to achieve the KPI’s established in your performance plan and have requested that you inform George and Mildred that they cannot be achieved without an additional administration staff member (maybe just part time). After discussion and consideration, you agree. Write an email to George and Mildred outlining the issue and develop a solid case for the recruitment of an additional staff member. (100 words) Student response to Task 7: Question 5 Answer here Task 7: Question 6 In Task 6 there were some serious issues with a loan application for one of CCF & MB’s most influential clients, a property developer. The client is thinking of cancelling the agreement. Write an email to George and Mildred outlining the issue and how you have resolved it. (100 words) Student response to Task 7: Question 6 Answer here Task 7: Question 7 The Tuckman’s theory focuses on the four (4) stages a team goes through as they develop and grow together over time. To understand more about the four stages of team development use the link from MIT Human Resources and the video ‘Tuckman’s Stages of Team Development — the links are located in the Toolbox. (a) For each of the four (4) stages of team development (forming, storming, norming and performing), describe the support you will provide the CCF & MB team to facilitate cohesiveness and teamwork. Include how you will change your leadership and management style to meet the needs of the team at each of the four stages of development. (b) How would you consider the team members’ individual personality and emotional needs? (300 words) Student response to Task 7: Question 7 Answer here Task 7: Question 8 One of the most difficult challenges a manager faces is to maximise performance while maintaining a positive work environment. (a) Give three (3) examples of challenges that can arise when managers attempt to maximise productivity within a work team. (b) For each of these challenges, provide a range of solutions to maintain team cohesion whilst maximising productivity — three (3) solutions for each challenge (a total of nine (9)). Refer to the Toolbox for a helpful link. (250 words) Student response to Task 7: Question 8 Answer here Challenge Solution 1 Solution 2 Solution 3 Answer here Answer here Answer here Answer here
Assessor feedback: Task 7 – Develop a performance plan [insert feedback] Date assessed: Click here to enter a date Does the student need to resubmit? No Questions that need to be resubmitted First submission Not yet demonstrated Resubmission Not applicable To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission
Develop and nurture relationships with clients other professionals and third party referrers
Assessment Task 1 Instructions
Written answer question guidance
The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell you how you should answer the question. Use the definitions below to assist you to provide the type of response expected.
Note that the following guidance is the minimum level of response required.
Analyse – when a question asks you to analyse something, you should do so in in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long.
Compare – when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out important issues or features and express some form of critical judgement. Generally, you are expected to write a response one or two paragraphs long.
Describe – when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long.
Evaluate – when a question asks you to evaluate something, you should do so putting forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long.
Examine – when a question asks you to examine something, this is similar to “analyse”, where you should provide a detailed response with key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long.
Explain – when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long.
Identify – when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long.
List – when a question asks you to list something, this means that you are asked to briefly state information in a list format.
Outline – when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long.
Summarise – when a question asks you to summarise something, this means (like “outline”) only giving the main points. Generally, you are expected to write a response a few sentences long.
1. Explain why it is important to maintain confidentiality of information at work. Give at least three examples of information that must be kept confidential.
2. Outline key information that should be included in an organisation’s communication protocol for communicating internally, as well as externally.
3. Identify and briefly describe at least three ways that an employee could use to establish and maintain business relationships in order to develop business opportunities.
4. Outline two examples of effective interpersonal communication that can be implemented at work.
5. Outline effective strategies for cross-cultural communication.
6. Explain the key principles of negotiation that should be used in the workplace to ensure that agreements are reached.
7. List four characteristics of an effective business negotiator. For each characteristic, explain why this is important for effective business negotiation.
8. Briefly explain the concept of a win-win negotiation.
9. List three factors that would make a negotiation more likely to succeed.
10. Explain the purpose of a relationship management plan and how it can assist in developing and maintaining business relationships.
11. Discuss the key requirements of each of the following Acts and for each Act explain why the Act is important for relationship management with customers and staff.
This assessment task requires you to respond to an internal referral enquiry and then to conduct research regarding suitable products to meet the customer’s needs. You will then participate in a roleplay with the customer to provide information on the suggested product.
This assessment is to be completed in the simulated work environment in the RTO.
Required
· Access to textbooks/other learning materials
· Computer with Microsoft Office and internet access
· Customer Service Policy and Procedures
· Customer Record Sheet
Submit
· Email containing an invitation to a meeting
· Email with completed Customer Record Sheet attached
· Email to client
· Email to accounts department
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Grow Wealth Management is a mortgage and investment brokers that was established in 2010. It offers a range of services including referrals for a range of personal and home loans, term deposits and share market investments.
Its Head Office is in Sydney, but it has several branches throughout NSW.
You are employed as a Customer Service Manager at the broker’s Nambucca branch.
Today you have been forwarded an enquiry (reference code BC250417) from a customer in Nambucca through the Head Office in Sydney.
The customer (Barbara Tan) wants to buy an investment property worth about $400,000 and has $80,000 for a deposit. They want to rent the property out and negatively gear it.
Complete the following activities:
1. Research appropriate products.
For the purposes of this activity, the home loan that you select can be offered by any bank or financial institution.
Research these on the internet until you find one that you consider to be the best loan for this customer.
(Write summary of the home loan that you consider to be the best loan for this customer.)
Read the Customer Service Policy and Procedures to ensure you understand procedures to be followed, including recording customer details and privacy requirements.
Familiarise yourself with the Australian Code of Banking Practice at:
All of your dealings for this assessment task are to comply with this document, as well as all Australian financial and privacy legislation.
Read the Customer Record Template to familiarise yourself with the information that you will need to collect for this document.
Your assessor will advise you of the date and time of the meeting and will roleplay the customer.
(Make a list of the information and documents that the client will have to present to qualify for the loan.)
1. Invite the customer to a meeting.
Send an email to the client (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style, as set out in the Customer Service Policy and Procedures.
It should ask them to come in for an appointment, so you can discuss your suggested mortgage with them.
1. Meet with the customer
Make sure that you follow the company’s Customer Service Policy and Procedures and demonstrate professional conduct accordingly.
During the meeting, you must:
· Follow the banking code of practice and financial services legislation by clearly explaining the product to the client.
· Inform the client that you will receive a commission from the lending institution, but that the client does not pay for this. They will be getting the mortgage at exactly the same rate and with the same conditions as if they contacted the institution themselves to arrange the loan.
· Adjust your interpersonal style to suit the type of person that the client is.
· Confirm the client’s intentions and personal details.
· Inform the client of the conditions and the costs of the loan and what the repayments will be.
During the meeting, you are required to demonstrate effective communication skills including:
· Speaking clearly and concisely
· Using non-verbal communication to assist with understanding
· Asking questions to identify required information
· Responding to questions as required
· Using active listening techniques to confirm understanding
When you have noted all of the relevant information from the customer, ask them if they have any questions for you.
Conclude the meeting as set out in the Customer Service Policy and Procedures.
Meeting date and time:
4. Complete a Customer Record Sheet
At the conclusion of the meeting, complete a customer record sheet.
Grow BankCustomer RecordEnquiry reference code:Date of initial enquiry:Customer Name:Telephone number:Email:Mode of initial enquiry (highlight or circle):Email phone mail in personPurpose of enquiry:Relevant customer details:Date of business proposal email:Recommended insurance policy:Date of customer response:Customer response to proposal:Date of final customer email:Date of third-party contact:Details of third-party contact:
5. Contact the lending institution (your assessor).
Make a telephone call to the institution that offers the mortgage that you have recommended.
The objective of the telephone call is to inform the institution of the client’s interest.
Be aware that the person that you speak to at the lending institution will be a business person who will just want the necessary information
You will be asked for your reference number, so your commission can be forwarded to you when the loan has been finalised. This will be 357BFH
Role play date and Time: 15/06/2020 Reference code ADF245 spoke to Anwar Johnston, Lending Institution
6. Contact the client (your assessor).
Send an email to the client.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should inform the client of your contact with the lending institution and inform them of the next steps.
7. Send an email to accounts (your assessor).
As set out in the Customer Service Policy and Procedures, a completed copy of the Customer Record Sheet is to be filed at the company’s head office.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.
Attach your completed customer record sheet to the email.
Conduct all of their dealings with clients, professionals and other third parties: · Professionally · In accordance with organisational policy and procedures · In accordance with legislative, regulatory and professional codes of practice?
Develop and maintain positive relationships by following Grow Wealth Management’s business and ethical standards?
Carry out all dealings with clients and other parties with respect for the client’s privacy?
Adjust interpersonal styles and methods to the needs of the other person?
Follow up using appropriate communication to secure the new client relationship?
Organise an interview with the client to ensure that their business needs are met?
Provide information to the client about the relevant mortgage product that they selected?
Identify and provide referral needs quickly?
During the meeting, demonstrate effective communication skills including: · Speaking clearly and concisely · Using non-verbal communication to assist with understanding · Asking questions to identify required information · Responding to questions as required · Using active listening techniques to confirm understanding
To be filled out and submitted with assessment responses
I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).
I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.
I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome
S
NS
DNS
Resubmission Y N
Feedback
Student result response
My performance in this assessment task has been discussed and explained to me.
I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
This assessment task requires you to identify associations, networks and conferences relevant to a Bank Manager and report on the benefits of being involved in the networks. You will then be required to participate in one networking opportunity and provide a report on the event.
This assessment is to be completed in the simulated work environment in the RTO.
Required
· Access to textbooks/other learning materials
· Computer with Microsoft Office and internet access
· Networking Report Template
Submit
· Email with networking report attached
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.
Research and identify at least three networks that might be relevant to a Customer Service Manager working in Grow Wealth Management.
This must be at least
one association that could be relevant to a mortgage broker,
one conference for the current year
and one network that can be accessed through social media.
Review the events/activities offered by the network and select one that you will be able to participate in, for example, a webinar or watching a video or attending a free networking event.
one association that could be relevant to a mortgage broker, one conference for the current year and one network that can be accessed through social media.
9. Participate in network opportunity
This assessment task requires you to participate in, and report on the network activity that you identified previously.
When you have participated in the networking activity, complete the Networking Report Template.
You will need to complete all sections of the report, answering each question in around a paragraph.
Networking report Title of networking activity: Date: Time: Duration: 1. Provide a brief overview of the purpose of the networking activity. 2. What did you most like about the networking activity? 3. What did you least like? 4. What benefits did participating in this networking provide to you? 5. What benefits do you believe that participating in this network could provide to a workplace team?
10. Write an email to the Manager (your assessor).
Assume that you have joined the network that you have identified above and that you are providing a brief report to your manager (this will be your assessor) about the network you have joined and the benefits it offers.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
The email text should address:
· Details of the network you have identified: name and contact details including address, phone number, email and web site.
· Services offered by the network.
· Costs involved in joining the network (if any)
· Personal and professional benefits of joining the network:
list at least three personal benefits and three professional benefits
· How you will keep your work team informed of up to date information you gain through the network.
Business Management Skills (DIPMB3_AS_v3) Student identification (student to complete) Please complete the fields shaded grey. Student number Written Assignment result (assessor to complete) Result — first submission Not yet demonstrated Parts that must be resubmitted Result — resubmission (if applicable) Not applicable Result summary (assessor to complete) First submission Resubmission (if required) Task 1 Not yet demonstrated Not applicable Task 2 Not yet demonstrated Not applicable Task 3 Not yet demonstrated Not applicable Task 4 Not yet demonstrated Not applicable Task 5 Not yet demonstrated Not applicable Task 6 Not yet demonstrated Not applicable Task 7 Not yet demonstrated Not applicable Task 8 Not yet demonstrated Not applicable Feedback (assessor to complete) [insert assessor feedback] Before you begin Read everything in this document before you start your written assignment for Business Management Skills (DIPMB3_AS_v3). About this document This document includes the following parts: • Instructions for completing and submitting this assignment • CCF & MB case study and tasks covering Business Management Skills: • Task 1 — Developing and nurturing relationships with clients, other professionals and third-party referrers • Task 2 — Growing the business • Task 3 — Identifying risk and applying risk management processes • Task 4— Improving the business • Task 5 —Managing people performance • Task 6 — Showing leadership in the workplace • Task 7 – Standards and values • Task 8 – Develop a Performance plan How to use the study plan We recommend that you use the study plan for this subject to help you manage your time to complete the assignment within your enrolment period. Your study plan is in the KapLearn Business Management Skills (DIPMB3v3) subject room. Instructions for completing and submitting this written assignment Saving your work Download this document to your desktop, type your answers in the spaces provided and save your work regularly. • Use the template provided, as other formats will not be accepted for these assignments. • Name your file as follows: Studentnumber_SubjectCode_Assignment_versionnumber_Submissionnumber (e.g. 12345678_DIPMB3_AS_v3_Submission1). • Include your student ID on the first page of the assignment. Before you submit your work, please do a spell check and proofread your work to ensure that everything is clear and unambiguous. Word count The word count shown with each question is indicative only. You will not be penalised for exceeding the suggested word count. Please do not include additional information which is outside the scope of the question. Additional research When completing this assignment, assumptions are permitted although they must not be in conflict with the information provided in the Case Study. You may also be required to source additional information from other organisations in the finance industry to find the right products or services to meet your client’s requirements, or to calculate any service fees that may be applicable. Submitting the written assignment Only Microsoft Office compatible written assignments submitted in the template file will be accepted for marking by Kaplan Professional Education. You need to save and submit this entire document. Do not remove any sections of the document. Do not save your completed assignment as a PDF. The written assignment must be completed before submitting it to Kaplan Professional Education. Incomplete written assignments will be returned to you unmarked. The maximum file size is 20MB for the Written and Oral Assignment. Once you submit your written assignment for marking you will be unable to make any further changes to it. You are able to submit your written assignment earlier than the deadline if you are confident you have completed all parts and have prepared a quality submission. Please refer to the Assignment submission/resubmission videos in the ‘Assessment’ section of KapLearn under your ‘Assignment Enrolment’ for details on how to submit/resubmit your written assignment. Your written assignment and oral assignment must be submitted together on or before your due date. Please check KapLearn for the due date. The written assignment marking process You have 12 weeks from the date of your enrolment in this subject to submit your completed assignment. If you reach the end of your initial enrolment period and have been deemed ‘Not yet demonstrated’ in one or more assessment items, then an additional four (4) weeks will be granted, provided you attempted all assessment tasks during the initial enrolment period. Your assessor will mark your written and oral assignment and return it to you in the Business Management Skills (DIPMB3v3) subject room in KapLearn under the ‘Assessment’ tab. Make a reasonable attempt You must demonstrate that you have made a reasonable attempt to answer all of the questions in your written assignment. Failure to do so will mean that your assignment will not be accepted for marking; therefore you will not receive the benefit of feedback on your submission. If you do not meet these requirements, you will be notified. You will then have until your submission deadline to submit your completed written and oral assignment. How your written assignment is graded Assignment tasks are used to determine your ‘competence’ in demonstrating the required knowledge and/or skills for each subject. As a result, you will be graded as either Demonstrated or Not yet demonstrated. Your assessor will follow the below process when marking your written assignment: • Assess your responses to each question, and sub-parts if applicable, and then determine whether you have demonstrated competence in each question. • Determine if, on a holistic basis, your responses to the questions have demonstrated overall competence. You must be deemed to be demonstrated in all assessment items in order to be awarded the units of competency in this subject, including: • all of the exam questions • the written and oral assignment. ‘Not yet demonstrated’ and resubmissions Should sections of your assignment be marked as ‘Not yet demonstrated’ you will be given an additional opportunity to amend your responses so that you can demonstrate your competency to the required level. You must address the assessor’s feedback in your amended responses. You only need amend those sections where the assessor has determined you are ‘Not yet demonstrated’. Make changes to your original submission. Use a different text colour for your resubmission. Your assessor will be in a better position to gauge the quality and nature of your changes. Ensure you leave your first assessor’s comments in your assignment, so your second assessor can see the instructions that were originally provided for you. Do not change any comments made by a Kaplan assessor. Units of competency This written assignment is your opportunity to demonstrate your competency against these units: Unit code Unit name BSBRSK401 Identify risk and apply risk management processes FNSPRM603 Grow the practice BSBMGT502 Manage people performance BSBMGT401 Show leadership in the workplace FNSRSK502 Assess risks Note that the written and oral assignment is one of two assessments required to meet the requirements of the units of competency. We are here to help If you have any questions about this written assignment you can post your query at the ‘Ask your Tutor’ forum in your subject room. You can expect an answer within 24 hours of your posting from one of our technical advisers or student support staff. Capital City Finance and Mortgage Brokers (CCF & MB) George and Mildred are very happy with the way you service your clients and are sure that you are a good fit for the team. They now want you to turn your focus to your primary task, which is to assist in expanding the business by building relationships with selected real estate agents, accountants and legal firms through strategic alliances. They also want you to consider how CCF & MB can consolidate its relationships with its existing strategic partners. Let’s recap on what you already know about Capital City Finance and Mortgage Brokers (CCF & MB). It’s a family owned business providing a range of mortgage and finance broking services to the business and private sectors, with experience in all facets of finance and insurance, providing expert advice covering a multitude of products and options existing within the market. CCF & MB specialises in home loans, commercial lending, business lending, personal and motor vehicle finance and insurance (life and general) and focuses on helping clients find the finance service suited to their individual circumstances. It provides its services through its association with the following partners: • Australian Aggregators: a rising company within the aggregation business, with an extensive panel of residential and commercial lenders, and asset finance. • ABC General Insurance: a boutique insurance company specialising in a full range of general insurances. • XYZ Life: a small family-owned insurance brokerage specialising in the full range of life insurance products. Based in the city, CCF & MB has the capacity to service clients from their office or anywhere at their clients’ convenience through its team of mobile brokers. CCF & MB does not hold a credit license but operates as a credit representative of Australian Aggregators. Since its inception 13 years ago, CCF & MB has built a loan book of almost $1.2 billion and averages over $120 million in new loans annually. CCF & MB’s vision is to be the mortgage and finance broker of choice in the greater metropolitan area. CCF & MB’s mission statement is: ‘to operate professionally in accordance with legislation, our licence and professional standards’. CCF & MB’s values are as follows: • to act with honesty and integrity at all times • to provide unbiased advice and conduct business, free from any conflict of interest • to maintain confidentiality in all dealings • to meet all NCCP regulatory requirements • to comply with all mortgage industry laws and regulations • to ensure quality and efficiency in its loan processes. CCF & MB’s people CCF & MB is owned by husband and wife, George and Mildred Spencer. With over 35 years’ experience in finance and business ownership, George established and built a successful business dedicated to assisting clients with managing their finances effectively. Starting the business with his wife Mildred 13 years ago, George gained immense satisfaction in seeing it expand, to service more and more clients across the city and greater metropolitan area. Although in recent years he has stepped back from dealing directly with clients, he still maintains a small select clientele. He also takes great pride in training and mentoring his team to enhance their performance. Mildred has over 22 years of lending experience and is qualified, not only to assist her clients with their mortgage requirements, but also to assist them with their commercial finance requirements. She also holds financial planning qualifications. She specialises in asset finance. The company has a small team of five additional consultants and two administration staff members. Profiles for the team are as follows: • Jennifer Dee is recognised as one of the top female brokers in Australia. She has been in the broking industry for over 10 years and has a passion and dedication to assist and accommodate all of her clients’ needs with their financial dreams. Jennifer is an Accredited Mortgage Consultant with the Mortgage and Finance Association of Australia (MFAA). • Louise Spencer (George and Mildred’s eldest daughter) is an Accredited Mortgage Consultant with the Mortgage and Finance Association of Australia (MFAA) and has been working as a loan consultant for almost two years. Louise started off in the lending industry in the office as an administrator to gain as much experience and knowledge as possible before taking a broking role. Her passion for helping her clients ensures that she is always available to her clients at a time and place convenient for them. • Michael Spencer is George’s younger brother and is CCF & MB’s equipment finance specialist. He has over 25 years working in the equipment finance industry. He has developed an in-depth understanding of the transport and agricultural industries, and also provides finance for general equipment, motor vehicles and computer equipment. • Martin Long has specialised in equipment finance for the last three years, but prior to this he spent five years operating his own retail food business. This practical experience allows him to see things from his client’s point of view, including experience with equipment finance. He specialises in plant and equipment in the machinery, woodworking and packaging industries. Examples of some of the equipment he has financed are farm machinery, extrusion lines, plastic injection moulders, commercial catering equipment, woodworking plant, packaging lines, forklifts, office fit-outs and many different motor vehicles. • Luis Ramirez migrated to Australia as a young boy; 25 years ago with his family. After completing high school he graduated from university with an accounting degree and worked in ANZ in commercial lending. He joined CCF & MB four years ago and specialises in vehicle and capital equipment financing. He provides ITC and general equipment lease funding options for clients. By providing better outcomes, both during and at the end of their equipment leases, Luis’ many clients have been able to reduce costs and maximise the value of their available budgets. CCF & MB is a member of the MFAA, as a broking business dealing directly with the public. Both George and Mildred are fellows of the MFAA. CCF & MB is also a corporate member of the FBAA. All staff members, including consultants, are paid an annual salary plus superannuation. Consultants also receive a car allowance plus a percentage of trail commissions, which are paid quarterly based on their performance targets. CCF & MB’s panelled lenders With access to an extensive panel of lenders, CCF & MB can meet most clients’ expectations. Residential lenders are listed in the following table. Adelaide Bank Homeloans Limited Pepper Home Loans AMP Homeside Phoenix-Circle Credit Union ANZ ING Direct PLAN Lending Australian Financial Keystart PN Bank Australian First Mortgage La Trobe Resi Bank of Melbourne Liberty Financial St George Bank BankSA Macquarie Suncorp Bankwest ME Bank The Rock Building Society Bluestone Mortgage Mart Westpac Citibank NAB Wide Bay Australia Ltd Commonwealth Bank Newcastle Permanent Heritage Bank Peoples Choice Credit Union Commercial lenders and asset finance providers are listed in the following table. Adelaide Bank Commercial Bibby Financial Services Pty Ltd Liberty Financial Commercial ANZ Commercial Commonwealth Bank Commercial NAB Commercial Australian First Mortgage Commercial IMB Commercial St George Commercial Bank SA Commercial ING Direct Commercial Suncorp Commercial Bankwest Business Banking LaTrobe Commercial Westpac Commercial Adelaide Bank Commercial Macquarie Leasing Westpac Equipment Finance ANZ Asset Finance Commonwealth Bank Asset Finance Liberty Asset Finance Future developments George and Mildred are very keen to expand and grow their business and are in the process of speaking with a number of real estate agents, accountants and legal firms with a view to forming strategic alliances. Due to the expected increase in business, George and Mildred are seeking to employ another consultant to take on the extra work. This person will be required to: • build strategic relationships with a number of real estate agents, accountants and legal firms already identified • identify and foster relationships with other real estate agents, accountants and legal firms • provide finance and mortgage broking services to new clients identified through these strategic alliances. Business management skills Task 1 — Developing and nurturing relationships with clients, other professionals and third-party referrers George and Mildred now require you to write a plan to assist in developing and nurturing relationships with clients, other professionals and third-party referrers. The layout and content of your plan should address the following: 1. How CCF & MB’s policies and procedures and legislative, regulatory and professional codes of practice impact on developing and nurturing relationships. 2. How you would use CCF & MB’s social, business and ethical standards to develop and maintain positive relationships. 3. The importance of confidentiality and how you would maintain it in your dealings with colleagues, clients and other parties. 4. How you would adjust your interpersonal style to the needs and situation of other parties. 5. How you would go about developing and maintaining business and professional networks and other relationships to benefit the organisation; and how you would use them to identify and cultivate relationships in order to promote and market the organisation. 6. How you could use and cooperate with other professionals and third parties to expand and enhance the reputation of the organisation, and to identify new and improved business practices. 7. How you would build referral business through appropriate communication channels, to find and secure new business relationships. 8. How you would identify referral needs and provide information about CCF & MB’s relevant products and services. 9. How you would secure interviews with referral business so that the needs of clients can be met. (1,000 words) You may use any format for your plan but you are not permitted to simply answer the points above. If you are unsure as to how to write a plan, you can refer to the Business Growth and Marketing topic and use the suggested SMEAC format outlined in Part 6, Section 13. You may also refer to the internet for other example business or marketing plans. Guidance on how to develop a plan is available at the business.gov.au website: https://www.business.gov.au/planning/templates-and-tools/marketing-plan-template-and-guide When completing this task, assumptions are permitted, although they must not be in conflict with the information provided in the background information. Student response to Task 1 Answer here Assessor feedback for Task 1: Resubmission required? No Task 2 — Growing the business Having considered how you would go about building and nurturing relationships, George and Mildred now require you to turn your attention to marketing and promoting CCF & MB’s business. This requires you to develop, implement, monitor and adjust a Marketing Plan for the business. When doing this, you will need to: • Ensure your plan is developed in line with CCF & MB’s vision statement. • Conduct some research (or make assumptions) and identify key market data for the plan. This can include, for example, customer demographics, product types (i.e. census data if available), marketing media data (i.e. social media). • Identify of target markets, using a combination of research and your own personal experience. • Identify your major competitors (at least two) with a competitor analysis developed for each competitor. • Conduct a review of CCF & MB’s current market position based on your research findings in conjunction with competitor analysis; and identify where improvements can be made. • Document changes you could introduce to improve the brand of CCF & MB, and what promotional activities you could introduce to build the customer base. • The provision of options for increasing yield per existing client. 1. To develop and implement the marketing plan, complete the table below: Student response to Task 2 Question 1 Implementing the Marketing plan Task Steps Required Resources Required Who will complete this Date to Start Date to Complete Answer here Answer here Answer here Answer here Answer here Answer here
2. To monitor the marketing plan, complete the table below: Student response to Task 2 Question 2 Monitoring the Marketing Plan Marketing plan targets Monitoring process Period one Period two Period three Period four Average Answer here Answer here Answer here Answer here Answer here Answer here Answer here
3. To make adjustments to the marketing plan, complete the table below: Student response to Task 2 Question 3 Adjusting the marketing plan Identified task requiring adjustment Changes required Answer here Answer here (1,000 words) When completing this task, assumptions are permitted although they must not be in conflict with the information provided in the background information. NOTE to students: You can add lines to the tables if necessary Assessor feedback for Task 2: Resubmission required? No Task 3 — Identifying risk and applying risk management processes George and Mildred have become very concerned about the potential risks that could jeopardise CCF & MB’s business operations. They were very impressed with your growth and marketing plans for CCF & MB so they have now moved you into more of a general manager’s role with expanded responsibilities, including managing CCF & MB’s risk. 1. As part of your new responsibilities you are required to develop a risk management plan which: • Establishes the context for CCF & MB’s risk management plan. • Lists and explains the tools you will use in assessing the risks you identify. • Identifies the stakeholders you would consult in establishing context and the tools you would use in identifying CCF & MB’s risks. • Identifies at least two risks that CCF & MB could face for each of the six categories of business risk including strategic risks, compliance risks, financial risk, operational risks, market and environmental risks and reputational risks with an appropriate risk statement for each identified risk. Note: You may make any assumptions in producing your plan, but these should be documented either in the body of your plan or separately before you produce it. You are not permitted to simply answer the points detailed above. Student response to Task 3: Question 1 Answer here 2. Refer to the email from co-worker identifying potential risk in the toolbox. Using the box below, write an email to management outlining the identified risk, your analysis, how you would evaluate the risk and suggest how the risk could be best treated. Student response to Task 3: Question 2 Answer here 3. Refer to the Risk treatment mapping guide in the toolbox. Using the following steps, complete the Risk evaluation and treatment table below: Step 1. Through analysis, identify the risks CC & MB’s business may face; and complete that column. This is to include both legislative and financial risks. Step 2. By using the Risk treatment mapping guide in the toolbox, appraise the likelihood and consequence for each risk identified and include these in the table. Step 3. Define how each risk can be treated, and whether a potentially serious risk should be escalated to management. Step 4. Develop recommendations to mitigate identified risks. Step 5. Provide recommendations on how to monitor and review the risks identified. Student response to Task 3: Question 3 Answer here Complete for Task 6: Risk evaluation and treatment map Risk identified (through analysis) Likelihood (risk evaluation criteria) Consequence Treatment (comment if risk should be escalated to management for supervision) Mitigate identified risks (provide recommendations to mitigate risk) Monitor (include how to be monitored and how often to be reviewed)
(Task 3: Questions 1-3, 1,000 words) Assessor feedback for Task 3: Resubmission required? No Task 4— Improving the business Over the last few months business for CCF & MB has been very good with a number of new clients coming on board as a result of implementing your business growth and marketing plans. However, neither you or the business owners are satisfied with maintaining the status quo; as you and they are committed to a program of continuous improvement. You all feel that CCF & MB’s competitive advantage needs to be strengthened and a SWOT should be undertaken to establish CCF & MB’s strengths and weaknesses including benchmarking the business against the industry. You now decide that you will carry out a diagnosis of the business including a SWOT analysis and a benchmarking exercise to improve CCF &MB’s competitive advantage and its business. You are to produce a document covering your diagnosis, which will be distributed amongst CCF & MB’s key personnel. As a minimum, your document should cover the following: 1. The data you have used as part of your diagnosis to identify CCF & MB’s competitive advantage. 2. A SWOT analysis to identify CCF & MB’s strengths and weaknesses, its threats and opportunities. 3. How you identified and sourced relevant benchmarking data. 4. How you selected the key indicators (and who you consulted with) for your benchmarking exercise. 5. A consolidated list of the areas for improvement you have identified with a cost-benefit ratio established for each of them. 6. Recommendations on the changes that may be required that will affect existing workflows or CCF & MB’s organisational structure 7. A high-level action plan that will implement and monitor the recommended changes to be made. In addition to the material on your Part 2 learning guides, the following link gives you access to a step-by-step guide to benchmarking and determining competitive advantage: http://www.business.vic.gov.au/marketing-sales-and-online/increasing-sales-through-marketing/benchmark-your-business (1,000 words) Student response to Task 4 Answer here Assessor feedback for Task 4: Resubmission required? No Task 5 —Managing people performance One of your key responsibilities as general manager is to develop and implement ways to improve the performance of CCF & MB’s consultants and other staff members. Answer the following questions: 1. Why is it important to consult with stakeholders when allocating work? What are the possible consequences of allocating work without consultation? Student response to Task 5: Question 1 Answer here 2. Describe the process you might follow when developing quantitative and qualitative performance criteria. You should explain how you ensure that the criteria relates to CCF & MB’s objectives and how to motivate staff members to achieve these objectives. Student response to Task 5: Question 2 Answer here 3. Describe the different ways you might gather information about a staff member’s workplace performance. Student response to Task 5: Question 3 Answer here 4. What are the benefits of evaluating and monitoring staff members on a continuous basis? Student response to Task 5: Question 4 Answer here 5. Describe how you might do this for CCF & MB. Student response to Task 5: Question 5 Answer here 6. Why is it important to document the performance management process? Explain the possible consequences of not retaining appropriate records of this process. Student response to Task 5: Question 6 Answer here 7. In what ways can you reinforce excellence in work performance through recognition and continuous feedback? In what ways might you be able reward staff in non-financial ways? Student response to Task 5: Question 7 Answer here 8. Design a high-level performance management process for CCF & MB to be rolled out to all staff members. Student response to Task 5: Question 8 Answer here 9. Who should you consult when designing the performance management process? List who you would consult and the reasons why. Student response to Task 5: Question 9 Answer here 10. Using the box below, create a minimum of 5 evaluation criteria, that could be used in a Performance appraisal Checklist: Student response to Task 5: Question 10 Answer here 11. Using the “Work Plan” template provided below, develop a work plan for CCF & MB. This can be done by using actions of your choice (i.e. nurturing leads to create clients). The work plan will also include who you will allocate various tasks to achieve the plan’s objective. The plan must be within CCF & MB’s organisational requirements and comply with legal requirements. Student response to Task 5: Question 11 Answer here Complete for Task 11: Work plan template Action Allocated to: Responsibility Timeframe allocated
(Task 5 Questions 1-11, 800 words) Martin and Luis are working together on project involving the preparation for a loan application for one of CCF & MB’s most influential clients, a property developer. Martin missed a deadline and the whole project is now behind schedule by a week. This is the third time in a month that he has missed a deadline. Martin has had problems with meeting deadlines in the past and has already had a written warning. As the general manager you have been monitoring Martin’s performance over the past month, providing informal feedback about his role in the project. Although he has made several improvements regarding his performance, his inability to meet deadlines has forced the delay of the client’s development a further month. CCF & MB made a commitment to the client that the loan application would be with the prospective lender two weeks ago. The client is not happy that he does not yet have an approval and is considering cancelling the agreement he has with CCF & MB and going elsewhere. 12. You have arranged to meet with Martin to talk about the project and his input. How would you go about providing constructive feedback to Martin? Student response to Task 5: Question 12 Answer here 13. Following your meeting with Martin you have decided to monitor his performance for the purposes of evaluating where improvements can be made and provide feedback. Outline the process you have adopted to conduct this monitoring exercise. Reference material is available in Topic 1.3, Business Management Skills, People management. Student response to Task 5: Question 13 Answer here 14. Following your meeting with Martin, use the evaluation criteria, you developed in question 10 above to record and document comments regarding Martin’s performance in the Performance Appraisal checklist below. Student response to Task 5: Question 14 Complete for Task 10: Performance Appraisal Checklist Evaluation Criteria Rating 1-5 (5 best) Team Leader/General Manager Comments Answer here Answer here Answer here Answer here Answer here Answer here Answer here Answer here Answer here Answer here Answer here Answer here Answer here Answer here Answer here (Task 5 Questions 12-14, 600 words) Assessor feedback for Task 5: Resubmission required? No Task 6 — Showing leadership in the workplace Leadership is defined as the ability to influence others. This assessment task requires you to reflect on your own ability to positively influence others in the workplace and the negative aspects of poor leadership. Note: If you are not currently working in the finance and mortgage broking industry, you may reflect on your experiences in another industry. 1. Reflect on a situation where you have had a positive impact in the workplace. Please include the skills, decisions and/or behaviours you demonstrated that contributed to this positive change and what the impact was for the team/clients/organisation. (400 words) Student response to Task 6: Question 1 Answer here 2. Reflect on a situation which was or could have been damaging to an organisation. Please include the behaviours, standards or values that were demonstrated and explain why they were detrimental. (400 words) Student response to Task 6: Question 2 Answer here 3. In your role as the general manager of CCF & MB create your own personal performance plan. You may use your own personal performance plan or alternatively you can use the example below. In developing your personal performance plan, you should ensure that your personal KPIs reflect CCF & MB’s goals and objectives and how you can help in building CCF & MB’s integrity and credibility. You may refer to the Organisational standards and values document located in the toolbox and use the Client service standards statement for specific development objectives. Student response to Task 6: Question 3 What are my development objectives? Priority What activities do I need to undertake to achieve my objectives? What support/resources do I need to achieve my objectives Target date for achieving my objectives Actual date of achieving my objectives
Review date: 4. Feedback from colleagues, staff and management may be gathered informally and formally including performance review feedback. Why is it important to analyse and interpret this type of feedback? (400 words) Student response to Task 6: Question 4 Answer here Assessor feedback for Task 6: Resubmission required? No Task 7 – Standards and values 1. Refer to the Organisational standards and values document located in the toolbox and identify two of standards and two values that would be important to CCF & MB. Student response to Task 7: Question 1 Answer here 2. Prepare a brief employee performance review of yourself in a current or previous workplace. In the performance review: • include the standards and values that you listed in question 1 • evaluate your own behaviour and performance against these standards and values • explain how you could adjust your performance in the workplace to meet these standards and values. Note: If you are not currently working in the financial services industry, you can choose another industry. You are only required to write 2-3 paragraphs maximum in your response. Student response to Task 7: Question 2 Answer here 3. CCF & MB provide an internal blog (through their intranet) for staff to make suggestions to improve business performance. In your role as the general manager at CCF & MB and following work preparing a performance plan you observed that client service standards were not being maintained consistently. Failure to meet these standards may be damaging to the reputation of the organisation. Use the internal blog (box below) as a communication tool and post a question to the sales team at CCF & MB asking why service standards and values are not being maintained consistently as required by the organisation. Refer to the Organisational standards and values document located in the toolbox and use the Client service standards statement to prepare your question. Student response to Task 7: Question 3 Answer here Assessor feedback for Task 7: Resubmission required? No Task 8 – Develop a performance plan For CCF & MB to continue to meet their primary goal of being a leader in offering broking services to the local community, they have asked you in your capacity as the newly appointed general manager to develop a performance plan and establish some ‘key performance indicators’ (KPIs) for all customer service staff. The objective of the performance plan is to focus on the organisations key goals and objectives in line with ‘Service standards statement’ available in the toolbox. Information on people performance can be sourced from Business Management Skills, Topic 1-3, People management. Student response to Task 8 Answer here Assessor feedback for Task 8: Resubmission required? No Assessor feedback: [insert feedback] Date assessed: Click here to enter a date Does the student need to resubmit? No Questions that need to be resubmitted First submission Not yet demonstrated Resubmission Not applicable To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or your resubmission
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Please review the document: Working with Involuntary and Mandated Clients. This provides some helpful considerations for engaging involuntary or mandated clients. There is also a brief review of Motivational Interviewing and an example role-play between a client and Case Manager.
Please consider the following in your discussion post:
· Please share your thoughts on how you can apply this information as a Social Worker.
· What did you learn about how to engage involuntary/mandated clients?
· What do you think are some of the benefits/challenges in working with voluntary vs involuntary clients?
RESOURCES.
The Social Work Skills: https://www.ssw.umaryland.edu/media/ssw/field-education/Social_Work_Skills.pdf
Tanya is a 10-year-old Hispanic, female who was referred by her teacher to meet with the School Social Worker. Tanya’s teacher reported that Tanya often plays by herself at recess and lunch and always seems nervous around the other children in her classroom. Tanya is reserved and feels anxious about meeting with the Social Worker.
Using the readings and the above vignette, please identify 2-3 engagement/assessment techniques you could apply to your initial meeting with Tanya. Please consider any cultural considerations.
Lesson 4 Discussion 2: Minimum of 200 words.
Please view the video below: Introduction to Mental Health Assessment. Pay close attention to the techniques that the provider uses to help engage/assess the client and any techniques that seem to negatively impact the engagement.
What is the difference between race and ethnicity? How could these two sociological concepts factor into present-day issues for minorities? Do you think these present-day issues are indicative of systemic racism?
RESOURCES
Additional readings/videos regarding treatment and/or history of each group.
Do you think the following college student behaviors are deviant? Why or why not?
If you think the behavior is deviant, how should a college respond formally? How should others (college students, employees) respond, informally, when they witness such behavior?
a. chewing tobacco and using a “spit cup” or spitting the tobacco on the ground.
b. walking across campus without a shirt (for males) or in a bikini top.
c. answering your cell phone while meeting with a professor.
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Discussion Question #1 Topic: Discuss barriers to healthcare access for clients from one culture. You must select one culture (Cuban, Native American, Indian, Haitian, etc.) and discuss the barriers to access healthcare for this culture members. Upload response in Moodle week 5 Minimum 150 words At least 2 cited references (one must be the course textbook). Less than 2 references will decrease your grade
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1. Assist with coordination of care for clients with musculoskeletal disorders.
2. Enhance understanding of the nursing process in coordinating care for a client.
Course Competency
· Explain components of multidimensional nursing care for clients with musculoskeletal disorders.
· Select appropriate nursing interventions when providing multidimensional care to clients experiencing alterations in mobility
Instructions
For this assignment you will pick a musculoskeletal disorder ( Osteoporosis ).
Develop a care map using the template directly after these instructions. For this assignment, include the following: assessment and data collection (including disease process, common lab work/diagnostics, subjective, objective, and health history data), three NANDA-I approved nursing diagnosis, one SMART goal for each nursing diagnosis, and two nursing interventions with rationale for each SMART goal for a client with a musculoskeletal disorder.
Use at least FOUR scholarly sources to support your care map. Be sure to cite your sources in-text and on a reference, page using APA format.
USED THE MAP FORMAT BELOW FOR THIS ASSISGNMENT
WRITE FROM NURSE PERSPECTIVE
NO CONSIDERATION FOR PLAGIARISM
DUE 8/7/2021
AssessmentandData Collection
Three NANDA-I Approved Nursing Diagnosis
One Smart Goal for EACH Nursing Diagnosis
Two Nursing Interventions with Rationale for EACH Nursing Diagnosis
Disease Process (short description of patho of disorder- cite this- do not copy and paste):Rheumatoid arthritis is an autoimmune process affecting synovial joints. It is chronic and systemic, causing inflammation and permanent joint damage (Ignatavicius et al., 2018)Common Labwork/Diagnostics:Labs:Rheumatoid factorANAESRAlbumin (Ignatavicius et al., 2018)Diagnostics:XraysArthrocentesis (Ignatavicius et al., 2018)Assessment Data (consider subjective, objective, and heath history):Subjective: joint pain, anorexia, fatigue, painful stiff joints (Ignatavicius et al., 2018)Objective: redness in joints, deformed joints, physical limitations, decreased mobility (Ignatavicius et al., 2018)
Nursing Diagnosis: Disturbed body image r/t alteration in body function AEB painful, deformed hand joints.Nursing Diagnosis:Nursing Diagnosis
SMART Goal: Patient will verbalize physical changes without making disparaging comments by 5/5SMART Goal:SMART Goal:
1. Intervention: Provide emotional support and encourage patientRationale: With deformed joints, this will improve patients self -concept (Phelps, 2021)2. Intervention Involve patient in planningRationale : This will increase patient compliance with activities to the best of their ability(Phelps, 2021)1.2.1.2.
3.
Module 05 Assignment – Designing a Care Map Rubric
Total Assessment Points – 65
Levels of Achievement
Criteria
Emerging
Competence
Proficiency
Mastery
Assessment / Data Collection(10 Pts)
Lacks basic factors of the disease process, common labs, diagnostic tests, and subjective, objective, and health history data.Failure to submit Assessment/Data Collection will result in zero points for this criterion.
Briefly identifies the factors including the disease process, common labs, diagnostic tests, and subjective, objective, and health history data.
Clearly identifies the factors including the disease process, common labs, and diagnostic tests, and subjective, objective, and health history data.
Thoroughly identifies all factors including the disease process, common labs, diagnostic tests, and subjective, objective, and health history data with a deep understanding.
Points – 7
Points – 8
Points – 9
Points – 10
Nursing Diagnosis (should fit the data)(10 Pts)
Nursing diagnoses are insufficient and/or do not fit the data.Failure to submit Nursing Diagnosis will result in zero points for this criterion.
Writes ONE NANDA-I approved nursing diagnosis in the correct format (including related to/as evidenced by) with a strong connection to identified data.
Writes TWO NANDA-I approved nursing diagnoses in the correct format (including related to/as evidenced by) with a strong connection to identified data.
Writes THREE NANDA-I approved nursing diagnoses in the correct format (including related to/as evidenced by) with a strong connection to identified data.
Points – 7
Points – 8
Points – 9
Points – 10
SMART Goal (should reflect the diagnosis and follow guidelines)(15 Pts)
The goals meet few SMART goal guidelines and/or are not related to the nursing diagnoses.Failure to submit SMART goals will result in zero points for this criterion.
Writes ONE goal for ONE nursing diagnosis and the goal meets all the SMART goal guidelines and are related to the nursing diagnosis.
Writes ONE goal for TWO nursing diagnoses and the goals meet all the SMART goal guidelines and are related to the nursing diagnoses.
Writes ONE goal for THREE nursing diagnoses and the goals meet all the SMART goal guidelines and are related to the nursing diagnoses.
Points – 11
Points – 12
Points – 13
Points – 15
Interventions and Rationale(20 Pts)
Lacks appropriate interventions and rationale to assist the client in resolving the issues leading to the problem.Failure to submit Interventions and Rationale will result in zero points for this criterion.
Writes 3 interventions with rationale to assist the client in resolving the issues leading to the problem with appropriate references.
Writes 5 interventions with rationale to assist the client in resolving the issues leading to the problem with appropriate references.
Writes more than 5 interventions with rationale to assist the client in resolving the issues leading to the problem with appropriate references.
Points – 15
Points – 16
Points – 18
Points –20
APA Citation(5 Pts)
APA in-text citations and references are missing.
Attempted to use APA in-text citations and references.
APA in-text citations and references are used with few errors.
APA in-text citations and references are used correctly.
Points- 2
Points- 3
Points- 4
Points- 5
Spelling and Grammar(5 Pts)
Numerous spelling and grammar errors, which detract from the audience’s ability to comprehend material.
Some spelling and grammar errors, which detract from the audience’s ability to comprehend material.
You need to write dozens of business letters, to your colleagues, clients, consultants, or vendors. Think what would happen if you were to make a critical error in your communication that will eventually affect your firm financially. Usingread articles that describe the business costs resulting from unclear instructions. Based on your research and readings, respond to the following questions:
What are the kinds of errors that are commonly committed in a business letter?
What could be the results of such errors? Provide at least three examples.
How would you avoid such errors in the future? Explain in detail.
What would you include in a best practices document for writing a business letter? Explain the dos and don’ts.
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H&H accredited training australasia inc 98 south street granville | 02 9682 0100 | www.hnh.org.au I rto 90784 Student Assessment Book CHCCOM002 Use communication to build relationships Student Name: Student Email Address: Unit Start Date: ** Please note that for the purpose of you gaining a full understanding of the current subject matter and how it is part of the workplace, we refer to ‘your work’ even though you may not be currently employed in the sector Accredited Training 05.0519 (VI)
Student Assessment Cover Sheet Unit Code: CHCCOM002 Unit Name: Use communication to build relationships Student Name: Trainers/Assessors to complete this section Assessor Overall Comments: Trainers / Assessors are required to complete this section with feedback for overall result. For re-submission informaton, trainers/assessors are required to complete thefollowing pages. Student Assessment Booklet: Satisfactory Unsatisfactory O Date: Trainers/Assessors please note — all the above requirements need to be met for overall competency FINAL RESULT: Competent O Not Yet Component Withdrawn Date Assessor Name: Assessor Signature: Assessment Item 1: Short Questions and Answers Comments: First attempt: Satisfactory O Unsatisfactory (for further attempts — maximum 2 — please copy this assessment item check list and attach here) Resubmission Details (including date and outcome): Resubmission Outcome: Satisfactory Unsatisfactory H&H Accredited Training (VI) Student Name: 05.05.19 Assessment Item 2: Activity Comments: First attempt: Satisfactory Unsatisfactory (for further attempts — maximum 2 — please copy this assessment item check list and attach here) Resubmission Details (including date and outcome): Resubmission Outcome: Satisfactory Unsatisfactory Student 6 1 P a g e 05 Assessment Item 3: Meeting minutes Comments: First attempt: Satisfactory C] Unsatisfactory (for further attempts — maximum 2 — please copy this assessment item check list and attach here) Resubmission Details (including date and outcome): Resubmission Outcome: Satisfactory Unsatisfactory Student Assessment Item 4: Effective communication Comments: First attempt: Satisfactory Unsatisfactory (for further attempts — maximum 2 — please copy this assessment Item check list and attach here) Resubmission Details (including date and outcome): Resubmission Outcome: Satisfactory Unsatisfactory Student How to Lodge Assessments (Student Instructions) Recognition of Prior Learning /Credit Transfer Instructions All students are entitled to apply for Recognition of Prior Learning (RPI) and/or Credit Transfer (CT), Please ask for a copy from front reception of the H&H RPL/CT Application Forms should this apply to you, RPL is a process that assesses an individual’s non-formal and informal learning to determine the extent to which that individual has achieved the required learning outcomes, competency outcomes, or standards for entry to, and/or partial or total completion of, a qualification. CT assesses the initial qualification or unit that an individual is using to claim access to, or the award of credit in, a destination course. The assessment determines the extent to which the client’s initial qualification or unit is equivalent to the required learning outcomes, competency outcomes, or standards in a qualification. Please note that H&H recognises AQF qualifications and Statements of Attainments issued by other Registered Training Organisation (RTO). Completing Your Assessment Items – Please send all assessments to PO Box 1 Granville NSW 2142 or email granville@hnh.org.au When presenting your written assessment/s it is important that you follow the guide below, as assessments determine your competency. Your assessment should: • be typed or hand written (neatly and clearly), including use of the provided assessment cover sheet • using black or blue pen only, pencil is not allowed • if additional paper is required, please see front reception for A4 paper to insert into your assessment. Please do not staple or glue paperwork into your assessment • give clear references (if external information sources are used) Please use the following points as a guide when submitting your assessment items: • have your name on front cover sheet and Pre-assessment checklist attempt to answer all assessment items show that you have researched the topic thoroughly • write/type in simple, clear language • use correct grammar, punctuation (check your spelling) ensure you put your name on any additional assessment items (portfolio, posters etc.) these are required to be collected from trainer/assessor after assessment is complete. Submitting Your Own Work Your assessment must be in your own words. When you commenced your course, you signed an H&H Student Declaration Form, which states that you are completing and handing in your own work. Copying someone else’s work is plagiarism and a form of cheating. Plagiarism is a serious act and may result in a student’s exclusion from a unit or course. If a trainer/assessor is concerned about a student’s authenticity within their submission, the trainer/assessor may request a verbal appointment with the student to assess their gained knowledge through a series of questions from the student assessment booklet. This is overseen by the Training Manager. A suitable time will be organised with both student and trainer/assessor. If a group activity has been assessed in the classroom or on site, the trainer/assessor will mark the student’s assessment booklet with detailed information regarding this assessment i.e. a detailed outline of a role play that was delivered and assessed. 9 1 Assessments should be presented in a plastic sleeve without staples, assessment Items are not returned as they are kept for compliance purposes, as a part of our quality assurance commitment It is important to keep a copy of your assessments in case they are lost in transit. Classroom students will receive feedback on their assessment items within 14 days of submission (via trainer/assessor conversation or email). Distance students Will receive their feedback/results via telephone or email within a 14-day timeframe. Assessment Results Students are aiming to receive an overall competent result for the unit they are studying. To achieve competency, the students must obtain satisfactory results for all assessment items within the unit. Example assessment items are questions and answers, projects and work experience How a trainer/assessor determines the assessment item results: Overall Unit of Competency results. If all unit requirements have been met (theory, work experience, checklists etc) then the result will be Competent (C) If the unit requirements have not been met the result will be Not Yet Competent (NYC) Assessment items results (for example theory only): Satisfactory (S) — this result indicates that you have met the relevant criteria in this assessment item, to gain a satisfactory result. Unsatisfactory (US) — this result indicates some of the below reasons: o the evidence was not of a satisfactory standard (in this case, you will be required to re-submit the relevant evidence) o the evidence you submitted was not complete o the evidence you submitted was not your own work the evidence submitted was outside the course timeframe If you obtain an unsatisfactory result, the trainer/assessor will organise a time to go through the assessment item and work with you to devise a suitable action plan to re-submit. Students are able to resubmit their assessment items twice after the initial submission. Additional support is provided to the student during this time in the form of meetings, extra classes, email and phone support and one on one trainer/assessor discussions. Upon the third unsatisfactory result, the student will be required to re-enrol into the unit of competency. A fundamental element of the H&H training system is the provision of additional support and/or reasonable modifications/adjustment for students requiring further assistance. For example, cultural barriers may limit a student’s understanding in units delivered. Trainers, in these instances, may investigate a different approach to their training style that adapts to the particular cultural background. Appeals against Assessment Results Please note students have 30 days from the date that the assessment was deemed Unsatisfactory or NYC to appeal the assessment result. Please see front reception for an appeal against assessment form. This appeal can be submitted on the grounds that the student: I. was not informed about the assessment process for the course
assessment process differed significantly from what the student was told
assessment environment adversely affected the student’s performance
believed that they had demonstrated competency in the assessment/s Good Luck with your studies, from the H&H team Student Checklist (to be completed by the student) CHCCOM002 – Use communication to bulld relationships Student Name: Assessment Location- (please tick below location/s you have been advised as where you may be assessed) Classroom Traineeship Distance Other l, confirm that this assessment is in my own words, I have read the ‘how to lodge assessments’ section in this booklet regarding plagiarism I (as the student) confirm my readiness to be assessed Date, time and location of the assessment has been provided How my performance will be assessed, has been explained Assessment methods, processes and documentation requirements have been explained Any factors that may interfere with the completion of the assessment, have been discussed with the assessor Confidentiality of the assessment outcome has been explained I understand that feedback will be provided to me within 14 days of submission from my trainer / assessor I understand my right to appeal the assessment decision (within 30 days of assessment results) Any possible hygiene/Work Health and Safety hazards for this assessment have been identified and discussed Student Comments: By signing this checklist, the student acknowledges the assessment requirements. Student Signature: Date: 2- 11 | 05.05.19 (VI) (.H(COM002 Foundation Skills The Foundation Skills describe those required skills (language, literacy, numeracy and employment skills) that are essential to performance. Foundation skills essential to performance are explicit in the performance criteria of this unit of competency. Assessment requirements Performance Evidence The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be demonstrated evidence that the candidate has: Skill Evidence obtained feedback from 3 clients or colleagues on effectiveness of communication and responded appropriately prepared 3 types of written correspondence in accordance with organisation communication protocols facilitated resolution of 1 difficult situation with a client, colleague or service provider facilitated 1 meeting around a workplace issue Knowledge Evidence The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the work role. These include knowledge of: Knowledge Evidence • organisation communication policies and protocols different communication styles and techniques, and how they impact on interpersonal communication, including: strategies for effective interpersonal communication person centred and rights-based approaches • cross-cultural communication protocols non-verbal communication cues group processes and dynamics motivational interviewing versus coercive approach • collaboration versus confrontation communication strategies to: build and maintain relationships and trust facilitate workplace meetings • negotiate for optimal outcomes deliver business presentations • address barriers solve problems and resolve conflict types of interpretation and translation services specific to the client group, and how to access them factors that commonly contribute to the development of communication barriers including high emotions, mistrust or misunderstandings 14 1 05.05.19 (VI) CHCCOM002 Unit Compliance Application This unit describes the skills and knowledge to apply specific communication techniques to establish, build and maintain relationships with clients, colleagues and other stakeholders based on respect and trust. This untt applies to work across a range of workplace contexts where workers at all levels may communicate with individuals and/or groups both In person and in writing The skills in this unit must be applied In accordance with Commonwealth and State/Terr1tory legislation, Australian/New Zealand standards and industry codes of practice. Elements and Performance Criteria ELEMENT PERFORMANCE CRITERIA Elements describe the essential outcomes Performance criterio describe the performance needed to demonstrate achievement of the element 1, Communicate with clients and co-workers 1.1 Identify and use appropriate communication techniques to communicate with clients and colleagues 1.2 Communicate in a manner that demonstrates respect, accepts individual differences and upholds rights 1.3 Represent the organisation appropriately and in accordance with communication policies and protocols 1.4 Provide information to clients and service providers in accordance with communication policies and protocols
Address communication needs 2.1 Recognise and support communication needs of clients, colleagues and external networks 2.2 Facilitate access to interpreter and translation services as required 2.3 Identify and address problems and communication barriers 2.4 Defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisauonal requirements 2.5 Seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks 3, Facilitate meetings 3.1 Develop an agenda and list of invited participants in consultation with appropriate people 3.2 Communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols 3.3 Contribute to and follow objectives and agendas for meeting 3.4 Provide opportunities to fully explore all relevant issues and provide relevant information 3.5 Use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members 3,6 Implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed 3.7 Facilitate the resolution of conflict between participants 3.8 Minute or record meeting in accordance with organisation requirements 3.9 Evaluate meeting processes and identify lessons learned or opportunities for improvement 13 1 P a g e Knowledge Evidence cont. professional relationship boundaries digital media and use in community services and health sector, including: web email social media podcast and videos tablets and applications newsletters and broadcasts intranet written correspondence protocols and style guides, including letters, emails, minutes, case notes, reports Assessment Conditions Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit: • use of suitable facilities, equipment and resources, including use of real workplace policies and procedures • modelling typical workplace conditions, including: • interactions with clients and co-workers from a range of diverse backgrounds facilitation of groups of at least 3 people typical workplace reporting processes interpreter and translation services where required • use of digital media Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors. Assessment item 1: Short Questions and Answers The following section contains questions you are required to complete in the spaces provided. If you require more space for your response, please use the student notes sections on the back of each page, Include your name on the bottom of this additional page For multiple choice or true/false questions, please circle your response, This assessment includes all elements below.
Communicate with clients and co-workers
Address communication needs
Facilitate meetings
Describe your communication style: (a) In a personal setting (b) in a professional setting 05.05.19 (VI) Student Notes: (b) Describe what body language is used to greet a person (including posture, eye contact and gestures) I. Confidently
Nervously Training 05.05.19 (VI) Student Notes: (b) How can you demonstrate respect when communicating with somebody who has a disability? budd 22 | P D g e (b) How can you build this relationship and maintain a level of trust? 24 1 (c) What procedures would be in place within an organisation relating to communication?
(a) What types of information can you provide to a client of an or anisation? 25 | 26 1
H&H Accredited Training 0505.19 (VI) (b) Your manager has requested that you commence some training with new staff members on some strategies to assist specific needs with clients. What are some strategies you could assist the new staff members with to assist the communication barriers? (c) What do you suggest if your clients and co-workers are struggling with communication barriers? H&H Accredited 30 | P a g e 05.05.19 (VI) H&H Accredited Training 05.05.19 (VI) (b) Research two translation services that are in your local area. Provide contact details for the service or the name(s) of the relevant personnel. commumcauon Training 34 | 0505 19 8 (a) Describe a cultural or language communication barrier that you have encountered in the past and describe how you overcame it, Tramjng communication Trajning 05.05.19 (b) Describe a confidence communication barrier that you have encountered in the past and describe how ytou overcame It (c) Describe a miscommunication communication barrier that you have encountered in the past and describe how you overcame it. CHCCOMOO? cotnrnuni( ation Student Notes: 05 05 (b) Imagine you are communicating at work with an irritated colleague who feels you didn’t do your fair share of work on a recent team project, How do ou diffuse the situation? 39 | P a g e 05 05.19 (VI) 10 (a) You are required to write an email to your supervisor requesting feedback from the supervisor on how you handled the situation in the previous question (b) (b) Imagine you have received feedback from your supervisor, how will you respond? Draft an acknowled ment email response: 42 1 P a g e 05.05 (b) Who do you need to consult With before sendin out the agenda to staff? Name: (c) Write a sample email that you would sepuout to staff to invite them to the fundrat%ing meeting 12 (a) Describe what ‘organisation protocols’ are: H&H Accredited 45 1 P a g e commumcatjon 13, (a) Imagine you have arranged a meeting in your workplace, the agenda has been set and you have some concerns about getting your ‘message across’ within the allocated timeframe. What are some potential concerns relating to the individual and group dynamics you may have whilst conducting the meeting? Accredited 47 1 P a e c 05 48 1 P a g e (b) How can you avoid the above concerns from happerung within your meeting)
(a) You are holding a group meeting and you really would like input from the attendees. What can you budd HAH Accred’ted Tralning 05.05 19 (VI) H&H Accredited Training 54 05.05.19 (VI) CHCCOMO()? 16 (a) Research Relationship Conflict. (b) Research Value Conflict. H&H Training 55 1 P a g e 05.05.19 (VI) H&H 56 1 P a g e 0505.19 (VI) (b) Conflict resolution refers to collaboration and confrontation. Research and describe these terms: commumcauon budd 18 (a) Research – What are_person centred and rights – based approaches? (b) How can these approaches be considered in our communication? 59 | P o p e 05 05.19 (VI) commumcatton H&H 60 1 p o p e OS,OS.19 (VI) 61 1 ? a g e 05.05 19 (VI) H&H 62 | P a c e 05 05.19 (VI) CHCCOM()()2 (c) What would be some Signs that professional boundaries are being over stepped* Student Name: 63 1 P a p e 05.05.19 CHC( comrnunjcation 20 Desenbe how the following forms of digital media is used in cornmunjcauon in the workplace Websites Description Emails Social media Podcasts Tablets and Applications Newsletters Intranet Accredited o a g z 05 Accredited P a g e Assessment item 2. Activity (a) Read the foilowtng transcript of a meeting and then answer the questions that follow John. Why don’t we owanise a charity raffle? Natalie That’s silly, they never work David’ How about we — Natalie. We could do a fancy dress day instead, that would get people interested John That might work Natalie. Or what about charity run? We could get loads of people involved jn that. David. I liked the fancy dress day idea John So, moving on, what charity shall we raise money for? 1 Is every member of the meeting participating equally? Explain the group dynamics you have interpreted in this transcript (100 words). Student Name: Accredited P a g e H&H Accredited Training 05 OS 19 (VI) 2 It you were this meeting, what strategies could you hove employed to ensure that contributions were sought from each partlopant, and that each contnbution was acknowledged? List at teast three strat081es Student Name: Accredited Traimng 69 05.05.19 (VI) Student Notes: 70 | 05 05.19 (b) You are planning a WOlk meeting to refresh the team’s knowledge of two or three Of your organisatton•s procedures One member of your team has English as a second language, One member of your team is hearing impaired. In no more than 500 words, plan a strategy to ensure the communication needs of these two Individuals are the additional services and resources that may be required Student Name: H&H Accredited Training 71 1 05.05 19 (VI) CHCCOM002 (c) You ave playjng the role of a person employed within the Community Services sector You are chatnng a meeting With your team to discuss the divjston of work for an upcoming project You have two team members that do not agree on how the workload should be divided They are becomtng quite heated within the meeting and it becomtng very uncomfortable the room. H&H Accredited Training 05.05.19 (VI) You are required to facilitate the resolution of this conflict. (ii) What non-verbal actions might be demonstrated by the team members in this meeting? (ommuntta%on buNd (a) There has been a meeting at your orgamsation, and you are required to write up the minutes of this meeting using the following information (in a professional format), Meeting Information: The meeting was held on 22nd January at 5pm It was decided that the organisatton would like to participate in a charity run competition. The participants of the meeting (Tm, Sarah, John, Natalie and David) voted a-I in favour of it. Discussion points were raised by Sarah concerning how many participants would participate In the run, and David raised his concern about weather restrictions for the day. Tim forgot to bring the information about the charity to the meeting. Finalising a date has been held over until the next meettng, which will be held at the same time on 30th January, and no new business was raised. 05.05.19 76 | p a g e Answer the following questions Were the meeting oblectvves achieved P Did everybody partictpate? Were the resources suitable? Were there any conflicts? What went well? (c) Draft an email requesting feedback on the meeting: P a g e 05.05.19 commumcatwon 78 1 P a g e Assessment Item 4, Effective Communication this assessment tequires some students to complete the discussions (based on your mode of study) please tind details below Classroom Students — are required to complete the discussions and worksheets, With 3 others in a classroom setting and assessed by trainer/assessor Trainer/assessor completes checklist. Distance Students — are required to complete the dlscussjons with 3 others and have them sign and verify below Traineeship Students — supervisor / manager completes checklist section only. The trainer/assessor will complete the comments section on site visit. This assessment contains the following: 3 x role plays (discussions With 3 x nominated people) 3 x worksheets Step by Step Instructions
You are required to have discussions With 3 nominated people regarding their idea of effective workplace communication and document their responses, followed by feedback you provide to them on the information they provided you in the discussion.
The nominated person is required to sign the section below (at the bottom of this table) Student Name: Signature: Nominated Person (a): Signature: Nominated Person (b): Signature: Nominated Person (c): Signature: 05 CHCCOM002 communication Trainer / Assessor practical skills instructions What is the assessor looking for? What are the requirements? Communicate effectively Use respectful approaches Understand conflict resolution Address communication needs Attend, participate and document meetings Verbal and nonverbal communication Understands sustainable approaches Understands the guidelines for assessment task Assessor Comments: (Of is What in your opinion is effective communication? What do you believe are barriers to effective communication? Have you been involved in conflict resolution? Can you provide some detaiP Worksheet for res onses: Feedback you provided to nominated person (a): P a g e 05 Student Notes: H&H Accredited Training 82 05.0519 (VI) IS What in your opimon is effective communication? What do you believe are barriers to effective communication? Have you ever facilitated a meeting at work? Can you provide some detail? Feedback you provided to nominated person (b): is What In your opinion is effective communication? What do you believe are barriers to effective communication? How would you Identify and address problems with communication? Worksheet for responses, Feedback you provided to nominated person (c): 85 1 Student Notes: Checklist Student Practical Skills Demonstration — Assessor Checklist Student name. Date’ 242 Task descriptions Yes No Does the identify and use appropriate communication techniques to communicate With clients and colleagues? Can the student communicate in a manner that demonstrates respect, accepts individual differences and upholds ri hts? Can the student represent the organisation appropriately and in accordance with communication policies and protocols? Can the student provide information to clients and service providers in accordance with communication policies and protocols? Does the student recognise and support communication needs of clients, colleagues and external networks? Does the student facilitate access to interpreter and translation services as required? Can the student identify and address problems and communication barriers? Can the student defuse conflict or potentially difficult situations with clients and colleagues and refer in accordance with organisational requirements? Can the student seek and respond to feedback on the effectiveness of communication with clients, colleagues and external networks? Can the student develop an agenda and list of invited participants in consultation with appropriate people? Does the student communicate details of the meeting to the participants and other stakeholders in accordance with organisation communication protocols? Can the student contribute to and follow objectives and agendas for meeting? Can the student provide opportunities to fully explore all relevant issues and provide relevant information? Does the student use strategies that encourage all members to participate equally, including seeking and acknowledging contributions from all members? Can the student implement strategies to ensure the specific communication needs of individuals within the meeting are identified and addressed? Can the student facilitate the resolution of conflict between participants Can the student minute or record meeting in accordance with organisation requirements Does the student evaluate meeting processes and identify lessons learned or opportunities for improvement Assessor Comments: Satisfactory Unsatisfactory Trainer / Assessor Name: Signature: Third Party Name: Signature:
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