BSBLDR401: Assessment2

Case Study
BuySmart Pty Ltd
You work for a progressive and result focused online shopping business called BuySmart
Pty Ltd.
The company works with many fashion retailers to offer their clothes and accessories at a
significant discount via their discounted online fashion outlet. It is a very busy and at times
hectic office.
The companys core business is negotiating contracts to on-sell fashion goods from both
manufacturers and retailers and to sell the stock at a heavily discounted price. Each
Monday the company obtains up to 50 new product lines, and it is then the responsibility of
your sales team to ensure that these new product lines are displayed and sold during the
week.
The company copied an overseas business model and entered the Australian online retail
market with no real competitors. To-date it has been highly successful, offering other
businesses a way to sell their excess or unwanted stock to a new target market of
customers. In the last six months two new competitors have emerged as direct threats to
the business.
The company consists of a General Manager, Sales Manager, IT Manager, Marketing
Manager, Accounts Manager, Warehouse Manager, Sales Executives, IT Officers, Accounts
staff, and Warehouse staff. There are no administrative staff as the General Manager
believes in everyone looking after their own administrative work. In total there are 30 staff
members who have their own responsibilities and personal KPIs to reach.
You are a newly appointed Supervisor in charge of the five Sales Executives in the Sales
Team. You report to the Sales Manager. The current process of conducting business in the
sales area includes:
1.

Cold call prospective retailers and manufacturers.

2.

Call existing clients for repeat business.

3.

Secure goods for sale on the website at the agreed commission and schedule.

4.

Negotiate additional price for social media advertising to push products through social media
advertising, model for photography and prime promotional placement on the site.

5.

Exchange contracts with set delivery schedules.

6.

Collect and prepare website information which includes copy, images with description, size
availability, price, estimated delivery, and size charts.

7.

Arrange delivery of good and services from client.

8.

Monitor sales from website, keep customer informed of progress; and request more stock if
required.

9.

Prepare sales report for client.

10. Arrange for unsold stock to be returned to client.

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11. Consult with client on results, try to secure another sale.

A strong sales ethic is expected at BuySmart driven from the top down. The managerial
positions in the organisation are made up of men only. In fact you notice that there are only
three women in the organisation and they all report to you.
Each sales executive is
expected to secure five new sales each week. Additionally the KPI for the executives is
measured by sales generated from their clients. This puts pressures on executives to
promote brands that sell well. Sales executives have found it increasingly difficult to lock in
sales due to their competitors now providing a 20% discount on sales commissions. They
have also had difficulty with some of the software that they are required to use to edit the
businesses website which has resulted in staff working many more hours each week.
You also notice that your staff seem unmotivated, stressed and under immense pressure.
The Sales Manager expects everyone in the office to work long hours working Monday to
Friday from 9-6 as a minimum.
Your sales team consists of:

Mary Koustaboudis a consistently high performing Executive who has recently

revealed to you that she is considering resigning due to the long hours and
administrative work. She has had issues with the IT software such as Adobe
InDesign and Photoshop to modify web information for the website.
Lucia Allegro a previously high performing results driven individual who has
recently had a child and would prefer to job share.
Lyn Brown has consistent good results but has recently been burdened with
looking after her sick mother and would also like to job share. Recently her sales
have been questioned by the Sales Manager resulting in her being under stress.
Eddie Wong an Executive who aspires to climb the ladder and is bitter he has
not been promoted to the supervisory role you have just assumed. He is young,
often misunderstood as he has a strong accent, and is very direct with his
approach, often unintentionally offending colleagues.
Sam Young a good performer who has two children in primary school. His wife
works part time and does the majority of the running around for the children, but
Sam sometimes is required to help.

You realise your management style needs to address operational concerns and
improvements and help address the work life balance of the staff.

What you have to do

Complete Part A of the assessment. In answering the following section, please relate all
answers to information contained in the case study as it applies to BuySmart Pty Ltd and
reference your Learning Resource.
.

Task Part A
As the new team supervisor you have been asked by your Sales Manager to review the
operational changes and work life balance strategies for the Sales team and one of your
strategies that you have presented to your Sales Manager based on your review is to
improve the workplace and implement flexible workplace arrangements.
The Flexible workplace arrangements that you proposed is for staff to work a day from
home, job share or adopt staggered start and finish times so they are not always working a
standard 9am to 5pm work day.
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By implementing more flexible workplace arrangements, staff morale and motivation levels
will improve and help reduce workplace stress and staff turnover.
Your Sales Manager has looked at your proposal and in consultation with the General
Manager they have agreed to trial the arrangement for twelve months across all sections in
the company.
Your now need to prepare and oversee the communication project which will involve the
announcement of the new flexible workplace arrangement to the workforce as well as the
promotion of the benefits of flexible working arrangements.
The communication project aim will be to ensure all stakeholders are aware of the new
arrangements and to get positive buy-in for a flexible workplace by the stakeholders.
To commence the communication project you will need to first prepare a communication plan
using the following communication plan template. In preparing your communication plan you
will need to ensure that you have analysed workplace communication strategies,
approaches and methods.

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Template
Communication Plan BuySmart
1.1)

Description of Communication Project:

Communication plan is a policy-driven approach in a project management that is aimed at

providing information to stakeholders about a certain project. Communication plan can also
be described as a document that shows the accomplishments or the objectives that one
wants to meet with the communication organization and the methods to be applied for the
goals to be achieved. The plan describes who should be given certain information, when the
information should be delivered and the various methods of delivering the message should
be used. The plan communicates how to pass confidential message and who should be
informed about the message. The plan also addresses how stakeholders should send their
feedback and how the project records will be stored for future reference. Some other plans
include a glossary of the common project terminology that will be used within the project. It is
essential to do an evaluation or get to know the results of the project (Business Services
Organization, p.6, 2009).

1.2)

Purpose of Communication: Identify the purpose of the communication plan.

According to Business Service Organization (p.7 2009), communication plan is important

because, it is helps to show the objectives of that project. The plan is the guidance of what
the organization wants to achieve. Another purpose of the communication plan is to
distinguish the roles of every person in the organization starting with the staff to the
stakeholders. The communication plan helps the staff, the management and the
stakeholders to stay updated about the project. For instance, BuySmart Pty Ltd all members
are aware that they need to do something to win the two companies that have evolved to
compete with them. The communication plans ensures good communication between the
team. Working as per the communication plan encourages group work since members
motivate each other and then the success is shared by everyone in the team.

1.3)

Communication Objectives: List the objectives for the communication.

Objective 1: The first objective is creating awareness about the plans of the organization. For
instance, BuySmart Pty. Ltd is planning to create awareness about adjustments for a flexible
workplace for the stakeholders and the employees(Business Research Services p.8, 2009)

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Objective 2: Shaping attitudes like the company is willing to improve the conditions of the employees
to motivate them to work harder for the benefit of their company as well as them.

Objective 3: Stimulating a desire. BuySmart Pty. Ltd is creating the communication plan so that they
motivate the workers to work hard.

1.4)
Key Messages of Communication: Outline your key messages to be communicated
in the communication plan
In the communication plan the messages that I will communicate will be adjusting the
working hours for the employees to motivate them so that there is more input in the
company. Another message that I will communicate in the communication plan will be to
balance both genders in the management since men are more than women. I will also
emphasize on the improving the workplace so that employees enjoy their work within the
premises.

mn1.5) Intended Audience for Communication and Audience Characteristics: Identify the
intended audience for communications and their characteristics.
a.
e. Demographics

b. Audience 1

c. Audience 2
Staff

d. Audience 3

Stakeholders

Customers

g.
h.
k. Educational/Technical
expertise

m. Senior

management
team which is in
charge of the firm and
makes
the
final
decisions.

n.
o.
p.
q.

BSO
employees.
These
are
the
Business
Service
Online
employees
who work to ensure
the success of the
company.
They
market the products
and handle clients.

The success of the

business
is
determined by the
clients who are the
agencies, trust and
the
departments
among others. They
are a very essential
audience
in
any
business.

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s. Level of Authority

They
control
the
management of the
company and make
the rules that are
followed
in
the
organization.

The staff has authority

amongst themselves
but can also give
directions to clients.

u.
v.
Position
Organisation

within
They are part of the
executive team.

They work under the

supervision of the
senior management.

The clients can have

authority over the
employees in that
they
may
give
feedback about the
company. Their views
are
taken
during
surveys taken from
the customers.
The clients deal with
the employees who
also work under the
management.

1.6)
External Environment - PEST Analysis: Identify the four (4) external factors that may
have an impact on your communication plan.
Political

Economic

The communication plan should include the issue

of trade regulations so that BuySmart Pyt. Ltd
does not experience a loss. The employees
should be protected against any form of danger
by ensuring that there is political stability.

As much as I will consider the economic growth

of the company, I will ensure that I first mind the
employees since they are the ones who will
generate income to the company by revising their
benefits.

Social

Technological

Some of the social factors that I will consider BuySmart Pty.Ltd should consider advancing
include, the attitude towards work since the the technology to ease quick and better
employees are stressed and bored.
communication between the stakeholders
and the staff which will improve the business.
Another social factor that I will consider is the
job market trends. I will ensure the Another technological factor that I will include
mar4keters of BuySmart Pty. Ltd are well in the communication plan is come up with
equipped to face the competition from the better methods of keeping the companies
other companies.
records.

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1.7)
Communication Methods: Choose a written, verbal and social media communication
method and evaluate strengths and weaknesses. When choosing your method, ensure that
the method chosen will be a respective and positive communication approach.
Communication Method
1: Written

Communication
Method 2: Verbal

Letters

Meetings/Discussion

Communication
Method
3:
Social
Media
E Mails

STRENGTHS

Written communication is
useful
when
communicating
a
complicated message.
It is a good method
because information can
be recorded for later use.
Another strength of the
written communication is
that it gives a clear
message than verbal
communication.
The
message
change.

WEAKNESSES

Verbal communications
means the use of
spoken word to pass a
message; it is good in
that it helps to create
good relationships with
people.
Verbal
communication helps to
create large network of
market which is a good
factor for business.

It is a fast way of
communicating.

It is not a reliable way

for passing a message
that will require future

It is limited to people
who are not connected

The message does not

change like in the case
of
verbal
communication.

does

It is a tedious way of
communication because
one has to write down all

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the information to be
communicated.
Again,
some people might miss
the message in case the
letters are few.

references.

to the internet.

It is a challenging
method
of
communication because
there is a possibility that
the message will change
if it is communicated to
a third party.

Other messages may

fail to be delivered due
to technology problems.

Track
Receipt
Method for Message:

Acknowledgement
Method for Message:

1.8)
Barriers to Effective Communication: Identify any barriers that you see that may
impact on effectively communicating the message.
Barriers

Solutions to overcome barrier

One barrier to effective communication is the lack

of attention or interest from the members. That
kind of barrier affects the verbal communication
especially for long messages.

To give shorter messages in point form for clear

understanding.
Involve all members in the discussion so that
they do not lose track of the message.
Avoid all distractions which might divert the
attention of the members.

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Another barrier to the effective communication is

different views and opinions from the different
members which might lead to misunderstanding.

The person chairing the meeting should treat all

members fairly and listen to all the different
proposals from the members.
Listen more and talk less so that the members
freely give their opinions.
To avoid this barrier, it is good to limit the number
of the participants so that the opinions given do
not exceed which will need more time.

Cultural differences could also be a barrier to

effective communication especially verbal.
Different people have various cultural issues
which might limit them in one way or another.

Generalizing issues can serve as solution to

avoid conflict from different beliefs.

Physical disabilities like the hearing problems can

be a big challenge for effective communication
among members.

That kind of barrier will mostly affect the verbal

communication so one solute will be to use an
alternative method.

Avoid issues which might lead to cultural

differences.

Another solution will be choosing people who can

represent the physically challenged then interpret
the message to them.

Language barrier is another common challenge

that prevent effective communication.

A solution to this barrier is to have interpreters to

assist those who do not understand.
Another solution is to send the message
interpreted in different languages.

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1.9)
Communication Examples: Attach an example of your written communication and
social media communication where you have communicated the flexible workplace
arrangements for BuySmart. Ensure the communication examples have a respectful and
positive approach.
BuySmart Pty.Ltd requires the adjustments of the a flexible working place. After research, it
was found that the employees need a better place to work from. That will motivate them to
work more and make more profits. To ensure that our em0loyees are productive, we should
also follow up to know the if there are other issues that may cause a distraction from them.
After a close follow up, it was found that they are overworking since the working hours are
too many for them. To have a settled mind, they also have to balance both work and social
issues. To solve that problem without affecting the work schedule, I suggest for the change
of the work system so that they can work from home. That strategy will help them solve their
family issues as well as work. Employees will be motivated since they will be able to balance
their work issues as well as domestic issues which might contribute to low production. We
will allow our workers to work from home on some particular days alternatively. With these
changes, the organization expects an increase in production within the twelve months after
implementation. If the method fails to bring significant changes, it will be stopped to employ a
different method. The stake holders are allowed to point out any adjustments or opinions that
they feel will be more productive.

Example two.
To: Stakeholders and Employees of BuySmart Pty. Ltd
From: Supervisor
Message: Flexible Workplace arrangements.
Following a few complains from some of the employees that they are under pressure, I
would like to let u know that the company has decided that the employees will have shifts to
work from home. That plan is meant to ensure that they are not under pressure from their
families since most of the employees are working late hour. Working from home will help the
members from being stressed. The review will be done after twelve years to determine if the
method will be productive or not. However, the employees will work from home in alternative
days so that they share the job. Job sharing will help the employees meet the deadline. Job
sharing is another good way to motivate each other to work harder to meet the deadlines on
time. The strategy should produce positive results failure to which it will be discarded to try
another one out. Those who get the message should start adhering to them.

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1.10) Communication Action Plan: Complete an action plan for the implementation of your communication plan.
Action/activity

12

Timeframe

Person/s
responsible

Key
Performance
Indicators (KPIs)

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Recording Method

Resources Required

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1.11) Feedback Methods: Identify and briefly describe three (3) methods that will use to seek
feedback from stakeholders on your communication process and message. Your methods must
provide opportunities for stakeholders to be able to clarify and confirm their understanding of
the communication process and messages.
Feedback Method

Description

use of customers

Customers are the best method of feedback that many organizations use. They
give true information and that is why many firms carry out surveys to visit the
clients to get the feedback of certain

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1.12) Monitoring and Evaluation Process: Identify your follow up activities from the evaluation
of your communication of flexible workplace arrangements and the activity KPI, Timeline and
the method you will use to communicate these activities and results to your Manager.
Follow Up Activities

KPI / Measure

Timeline

Method Used:

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1.13) Relevant Organisational Policy and Procedures and their impact on communications:
List the policies and procedures that may impact on your communication plan and briefly
describe the impact that these policies will have.

1.14) List Relevant Legislation and their impact on communications: List the policies and
procedures that may impact on your communication plan and briefly describe the impact that
these policies will have.

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Checklist
I have:

Reviewed all learning materials for this unit

Read and interpreted the case study provided
Completed ALL questions in a clear and concise manner
Referenced all materials used to complete this assessment
Included my name, student number, unit number, assessment number
Reviewed and spell checked my document
Saved a copy on my own computer.

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