Ascessor couistn_ssesThol Prom; x I 11, covse: 7775702 Fad’, X ation/Down.ads/BSBCMM511%20AssessorVOMarking,206,ide.pdf — 0 of 26 6) ‘D 7. Disass key steps to be followed to identify and resolve workplace problems. Read aloud Response should broadly cover the follow’, • identify the issues: be clear about what the problem is and remember that remember that different people might have different views of what the issues are. • Understand everyone’s interests: the best solution is the one that satisfies everyone’s interests. • List the possible solutions (options). • Evaluate the options. • Select an option or options. • Document the agreement(s). • Agree on contingencies, monitoring, and evaluation. 8. Outline three effective communication techniques for de-escalation of a difficult situation. Respon. should broadly cover the following: • Communi.te with warmth and empathy. • Use a calm voice. • Let the person speak, do not interrupts. • Maintain an open, relwred body posture. • Using active 77009 700991170 to confirm and clarify information.
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9. Outline effective strategies for cross-cultural communication.8SBCMM51/ Communicate with influence Response should broadly cover the following: • Develop awareness of 10909071 01110 and differences n 32)