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UNIT CMI 305 Assessment Booklet: Building Stakeholder Relationships Using Effective Communication » LEARNER INSTRUCTIONS Each task in this assessment booklet has been developed to enable you to evidence achievement of the learning outcomes and assessment criteria for CMI 305: Building Stakeholder Relationships Using Effective Communication. Each of the assessment criteria must gain a pass outcome for you to successfully achieve the unit. Preparation for the assessment · Before you begin the assessment booklet please read the CMI 305 unit specification thoroughly as only the content related to the achievement of the assessment criteria will be assessed. · Research the topics being assessed. Suggested reading/web resources are provided on the CMI 305 unit specification. Your tutor may signpost you to relevant resources. Additionally, you may access excellent online resources at ManagementDirect https://members.md.cmi.org.uk. Please note that if you have a customised site the link will differ, please contact your Centre for clarification. · If you are enrolled on the Trailblazer Apprenticeship programme you are encouraged to review the Apprenticeship Standard for Team Leader/Supervisor Completing the assessment booklet · The assessment booklet contains a series of tasks which are clearly referenced to the relevant assessment criteria and indicative content. · Refer to the Assessment Guidance Table at the end of the assessment booklet which outlines the requirements for a Pass or Refer. · Evidence must be provided in the main body of the assignment booklet. Additional work based evidence such as plans or documentation (which has been referred to within the main text) should be included at the end of the booklet marked ‘Work Based Evidence’. Appendices are not a requirement of this assessment brief. If appendices are included these will not be marked or moderated by the CMI. · Work based evidence must be accompanied by a supporting statement in the learner evidence box, to explain the link to the assessment criteria. Work based evidence (where required by the task) must not exceed SIX (6) pages. Files embedded in the booklet must not exceed 10MB. · The assessment booklet must be completed in a professional manner (e.g. applying business conventions for writing formal reports) and by using Microsoft Word, Rich Text Format or another compatible software programme. · The assessment booklet must be saved as a word document (.doc or .docx) and not in a PDF format. · An appropriate referencing system (such as Harvard Referencing) must be used to ensure the original source(s) of quotations or models can be verified. · Finally, you must sign the Learner Authenticity statement (an electronic signature is accepted). Learner support For information regarding policies and procedures for assessment (e.g. special assessment arrangements, learner support, appeals, complaints, certification, confidentiality, plagiarism) you should contact your tutor or Centre manager and refer to the CMI Level 3 in Principles in Management and Leadership Syllabus. » learner information Learner name: CMI membership No: Date: Centre name: Qualification: Learner statement of authenticity: I confirm that the attached completed assignment is all my own work, and does not include any work completed by anyone other than myself. I have completed the assignment in accordance with the Institute’s approved instructions. · Tick here to opt out I consent for this assignment to be used for assessment standardisation and where appropriate, for the dissemination of good practice, on the understanding that the content is anonymised. Signed: Date: Centre statement of authenticity: On behalf of Intec Business Colleges, I confirm that the above mentioned learner is registered at the centre on a Chartered Management Institute (CMI) programme of study. The learner is, to the best of my knowledge, the sole author of the completed assignment. Name: Job Title: Signed: Date: » GUIDELINE WORD COUNT The written word, however generated and recorded, is still expected to form the majority of assessable work produced by Learners at Level 3. The amount and volume of work for this unit should be broadly comparable to a word count of 2000-2500 words within a margin of +/-10%. The excessive use of word count is not grounds for referral, however the CMI reserve the right to return work to the Centre for editing and resubmission by the Learner. The following are excluded from inclusion in word count if used and not required by the assessment brief an introduction to a job role, organisation or department, index or contents pages, headings and sub headings, diagrams, charts and graphs, reference list or bibliography, reflective statement drawn from undertaking the assignment and how this has impacted the learners work. Please see the CMI Assessment Guidance Policy for further guidance. » aim of the assessment booklet High performing individuals impact on the performance of teams and the organisation. The aim of this assessment booklet is to enable managers to evidence their understanding of how to use their knowledge, skills and abilities to support individuals, not only to perform well, but to exceed expectations. TASK 1: The purpose of building stakeholder relationships It is an essential management skill to be able to develop constructive working relationships with internal and external stakeholders. This task is designed to enable you to know the purpose and benefits of understanding the needs and expectations of stakeholder groups to build relationships. » scenario a Working with stakeholders: You are a team leader working in a large organisation. As part of your role you come into contact with a variety of internal and external stakeholders. Internal stakeholders include your own team members, project teams from across the organisation (based on and off site), your manager and/or members of the management team as well as stakeholders from other departments such as IT Services, Facilities, Finance, Learning and Development, Customer Services and Human Resources. External stakeholders you come into contact with include customers, sales representatives, government agencies and partner agencies to the organisation. To complete Tasks 1 (a and b) you may choose to use scenario A to support your answer. Alternatively, you may use examples of managing stakeholders in an organisation you know well or have researched. » Task 1a Complete the following table by identifying THREE (3) stakeholder groups a manager may interact with as part of their working role and using examples, assess the benefits of building a relationship with the group. (Refer to AC1.1 Identify a range of stakeholder groups relevant to the manager; AC1.3 Assess the benefits of building relationships with stakeholders and the Indicative Content for this AC) COMPLETE THE TABLE: Stakeholder group Assessment of the benefits of building the relationship with the stakeholder group 1. 2. 3. » Task 1b To build effective relationships with stakeholders, it is essential for a manager to understand their needs and expectations. Using examples, explain how a manager can assess the needs and expectations of different stakeholder groups. (Refer to AC1.2 Explain how to assess the needs and expectations of stakeholder groups and the Indicative Content for this AC) INSERT YOUR ANSWER HERE: TASK 2: Channels and types of communication used to build relationships with stakeholders The ability to communicate well, using different channels and types of communication, is critical in building relationships with stakeholders. » scenario b Communicating with stakeholders: You have recently had a Performance Development Review (PDR). You are keen to progress into higher management and one area of development that has been discussed is the need for you to review your approach to communicating and building relationships with stakeholders. The internal stakeholders are primarily based on site, however the work patterns of staff vary as there is a flexible working arrangement, with many working from home on certain days of the week. All staff have a company laptop, however it can be difficult to build relationships with them when the primary method of communicating is through email. You come into contact with a wide variety of external stakeholders. Communicating with them requires a flexible approach as not all have good access to technology and some prefer face to face communication. A number of external customers have a communication need. An example of this is when English is not their first language. You communicate with a number of external stakeholders sporadically and there are some stakeholders you have never met in person. You acknowledge that you want to improve how you use communication to build relationships with others and have made it a personal goal to investigate how this can be achieved. To complete 2 (a, b, c and d) you may choose to use scenario B to support your answer. Alternatively, you may use examples of communicating and building relationships with stakeholders in an organisation you know well or have researched. » Task 2a Compare the use of written, verbal and digital channels of communication that can be used to build relationships with stakeholders. (Refer to AC2.1 Compare the channels of communication used to build stakeholder relationships and the Indicative Content for this AC) INSERT YOUR ANSWER HERE: » Task 2b It is essential to understand how verbal communication can be used effectively to build relationships with stakeholders. Using examples, discuss THREE (3) types of verbal communication that can be used to build relationships with stakeholders. (Refer to AC2.2 Discuss types of verbal communication used with stakeholders and the Indicative Content for this AC) COMPLETE THE TABLE: Type of verbal communication Use for building relationships with stakeholders 1. 2. 3. » Task 2c Developing effective listening skills is essential if a good stakeholder relationship is to grow and develop. Explain how you would use active listening to build relationships with stakeholders. (Refer to AC2.3 Explain how active listening is used to build stakeholder relationships and the Indicative Content for this AC) INSERT YOUR ANSWER HERE: » Task 2d Discuss THREE (3) types of written communication used with stakeholders. (Refer to AC2.4 Discuss types of written communication used with stakeholders and the Indicative Content for this AC) COMPLETE THE TABLE: Type of written communication Use for ensuring information is shared effectively with stakeholders 1. 2. 3. » SCENARIO c Leading the stakeholder meeting: In your manager’s absence you have been asked to lead a small stakeholder meeting to discuss a new customer service initiative that has been implemented. You are keen to make a good impression and want to lead an effective meeting. To complete 2e you may choose to use scenario C to support your answer. Alternatively, you may use refer to a stakeholder meeting you have led or refer to examples of managing stakeholders in an organisation you know well or have researched. » Task 2e Using examples, discuss how meetings can be led to develop and build effective stakeholder relationships and achieve outcomes. (Refer to AC2.5 Discuss how meetings can be led to develop and