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Unformatted text preview: BSBCMM201 Communicate in the Workplace
& BSBWOR203 Work effectively with others
ASSESSMENT COVER SHEET Student ID Student Name First Name: Last Name: Student’s declaration: By submitting this assessment, you are acknowledging and agreeing to the following conditions: Please check each item in the box, if you agree. ✔ I have read and understood the details of the assessment. ✔ I have been informed of the conditions of the assessment and the appeals process and understand I may appeal if I believe the assessment is not equitable, fair or just. ✔ I agree to participate in this assessment, and I am ready to be assessed. ✔ I declare that the attached is my own work or in collaboration with other members of a group as required. ✔ I have acknowledged all sources where appropriate in accordance with ILSC’s Academic Integrity Policy, and I believe other group members have done the same. Submitting the assessment: Complete all assessment tasks, save, and upload in Moodle for grading. Please view the videos on submitting work through Moodle in the FAQ section of your VET Orientation course. Check Moodle grades and feedback on your submission. You will receive an email notification when your assessment has been graded. Assessor’s acknowledgement: Please verify each of the following principles of assessment by placing a tick in each box. Refer to the assessor's handbook for further information if required. Authentic: The assessor is assured that the evidence presented for assessment is the learner’s own work. Valid: The assessor is assured that the learner has the skills, knowledge and attributes as described in the module or unit of competency and associated assessment requirements. Current: The assessor is assured that the assessment evidence demonstrates current competency. This requires the assessment evidence to be from the present or the very recent past. Sufficient: The assessor is assured that the quality, quantity and relevance of the assessment evidence enable a judgement to be made of a learner’s competency. ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 1 of 27 How to work through your assessment
Your assessment is designed to assess your performance of competency for two units BSBCMM201 Communicate in the Workplace & BSBWOR203 Work effectively with others. Your assessor will help you fully understand assessment requirements for this unit. The features of this assessment are detailed in the following table. Feature of the assessment resource Assessment overview Explanation To demonstrate competency, you must successfully complete all assessment tasks. BSBCMM201 Communicate in the Workplace
Online Task: Moodle Quizzes Task 1: Short Answer Questioning Task 2: Project – Workplace scenarios BSBWOR203 Work effectively with others
Online Task: Moodle Quizzes Task 1: Short Answer Questioning Task 2: Case Study Task 3: Roleplay & Observation ü Online Tasks: Moodle Quizzes Completing the following tasks You will be completing online Moodle quizzes for each topic to demonstrate your knowledge of the unit requirements. These are self-marking. ü Short Answer Questioning You will be demonstrating a sound knowledge of the unit requirements in your responses to short and long answer questions. ü Case study and project workplace scenarios You will be demonstrating the required skills and knowledge by completing workplace scenarios and a case study. ü Role play & Observation Your performance will be documented while being observed by your assessor in a simulated off-the-job situation that reflects the workplace. Record of outcome As you progress through the assessment tasks, your assessor will use the record of outcome to confirm your performance and provide relevant advice and feedback. ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 2 of 27 BSBCMM201 Communicate in the Workplace
TASK 1- Short Answer Questioning
Purpose You will demonstrate a sound knowledge of the unit requirements to communicate in the workplace in your responses. Instructions to the candidate All questions must be answered satisfactorily for Task 1 to be completed satisfactorily. There is no restriction on the length of the question responses, or time restriction in completing the assessment. You must complete all questions unassisted by the assessor or other personnel, but may refer to reference material as needed. Resources required The question responses section is the only resource required for this questioning assessment to be completed. Reasonable adjustment If you are not able to respond to the questions in written form, an interview may be used as an alternative approach if negotiated with your assessor. 1a. List four (4) formal sources and two (2) informal sources of information in a workplace. Formal Sources of Information Intranet Electronic archives Paper
filing system Noticeboard Informal Sources of Information Team members Emails ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 3 of 27 1b. Your job is to coordinate a charity drive for a retirement village. § Who could you seek information from? § What documents from last year’s event could you use to collect information for this event? I could seek information from the person who coordinated the event last time and from my direct
supervisor. From last year's event, I could use guests list, event budget, suppliers list, fundraising goals and real
fundraising records. 2a. Identify three (3) communication methods and three (3) types of communication equipment used in a workplace. Communication Methods Communication Equipment Emails Phone calls Internal newsletter Computers Telephones Fax machines 2b. Provide one (1) communication method and any relevant equipment that would be required to communicate with: i. internal staff ii. external contractors Emails could be used to communicate with both internal staff and external contractors. A computer internet access will be required.
with ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 4 of 27 3. You are working in a customer service role and have just received a phone call from a dissatisfied customer. What types of listening and verbal skills are most appropriate to understand the problem correctly? Active listening, empathy, respect. 4a. What is the difference between internal and external sources of information? An internal source of information is a source which is generated internally by the business. On the
other hand, an external source is a source which come from outside the organization. 4b. You are developing a new approach to undertake staff reviews. Who would you seek input from within and outside of the company to assist in the development and refinement of new ideas and approaches? Inside the company, I would seek information from Human Resources area related to organization standars
and policies. Outside
the business, I would seek information from especialized newsletters or magazines to find
new ideas. 5. You have been a receptionist for two days. The supervisor tells you that the phone should only ring twice before answering, and when you answer, you must start with the company name and then yours. Where could you have found this information? I could have found this information in the workplace user manual or asking to a co-worker. ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 5 of 27 6. What style of language would be appropriate for a financial report for the board of directors? a. Conversational language b. Scientific language c. Formal language Explain your selection. It would be appropriate to utilize formal language because it is the correct style of language to use professional purposes.
for 7a. Provide four (4) reasons why timelines are important for an organization to work well. - Other people may need some information in a time frame to do their job.
- Timelines are needed to accomplish planed goals.
- Meet timelines is a way to show respect to supervisors and co-workers.
- Timelines are effective to evaluate workers time management skills. 7b. You are creating a proposal for the catering of a conference to be held in eight months. The client would like to receive the completed proposal within 12 weeks. To complete the proposal, you will need to: § conduct research § determine staff requirements § type of catering required § the costs involved § the plan for the catering and § the proposal cost. Provide a timeline so that each of these tasks is completed within the required three-months. Proposal activities Timelines (How long will each take?) Research 2 weeks Staff requirements 1 weeks Type of catering required 1 week Costs involved 3 weeks Catering plan 2 weeks Proposal cost 2 weeks Total time proposed weeks
11 ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 6 of 27 8a. List six (6) possible organisational standards of style and format. - Place organization's logo in every header.
- Use font Times New Roman size 11.
- Print all informs in A4 size.
- Arrange contents in an certain order.
- Place print informs in a folder.
- Bind togheter all the informs of a period of time (e.g. annually) 8b. You have just submitted your first report to management. Your manager advises that there are problems with the style, format and accuracy. What should you have been using when writing the report so that these issues did not occur? Hint: Every organisation should have this document outlining how documents are expected to be presented. I should use a report template based on organization's policies and procedures or a workplace user manual. 9. You are creating a workplace document that outlines the steps required to process a customer order. It is important that these steps are concise, clear and easy to read. Should you use paragraphs or bullets to describe the steps? Explain your choice. I should use bullets becauses is easier to read when following detailed instructions. 10a. Provide six (6) individual differences that you have encountered in your workplace. - Nationality
- Native language
- Academic formation
- Marital status
- Family situation ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 7 of 27 10b. List five (5) ways that you can recognise and respect individual differences in the workplace. - Practice empathy - Respect different priority scale - Understand different points of view - Do not take misunderstanding personal - Be interested in know better my co-workers 10c. A work colleague has a stuttering problem. Why is it important that you show respect, courtesy and sensitivity when communicating with this staff member? Because I have to take part in ensuring a safe and respectful workplace for everyone. Nobody should uncomfortable at work dealing with a physical problem. Also, showing respect and sensitivity
builds relationships of trust which are beneficial for the company. 11a. Besides the individual differences discussed above, provide other examples of workplace diversity. - Gender
- Age - Religion
- Place of birth
- Political ideology
- Economical status 11b. Your office environment is multicultural. There are many cultural differences when it comes to verbal and non-verbal communication between staff members, such as, not making eye contact or communicating differently. This may all cause misunderstandings. How can you take these differences into consideration and change your behaviour? I should pay attention to these differences and re-check information to avoid misunderstandings. Also,
I could use a neutral language style, minimizing ambiguity and colloquial expressions. ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 8 of 27 12. List six (6) ways a manager can use communication to create trust, confidence and build relationships with all employees. - Being empathic.
- Being kind and polite.
- Practicing active listening.
- Respecting differences.
- Being open-minded.
- Adapting communication to the other person. 13. What basic strategies can you use to overcome language barriers? Hint: Consider that Australians are known to speak quickly and use a lot of slang. Other cultures will place different meanings to words and especially how they are said, for instance, in a raised voice. Other cultures will look down and not maintain eye contact when communicating. I could speak in a clear and concise manner, minimizing ambiguity and colloquial expressions. It would
be preferable to speak in person.
I should also consider my nonverbal communication and using a relax, open stance and friendly
tone. 14. A staff member is being teased about their accent. Another worker is having their ideas ignored by the manager. This workplace behaviour is inappropriate. What legislative and organisational requirements are not being met? Anti-discrimination laws and respect differences organization's policy are not being met. ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 9 of 27 TASK 2 – Project: Workplace scenarios
Purpose You will demonstrate required skills and knowledge by completing typical communication activities when gathering, conveying and receiving information and completing routine written correspondence according to workplace scenarios. Instructions Read through and consider your actions for each scenario. You will be required to write documents in response to scenarios 1 to 4. Resources required Assessment will be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced by individuals using interpersonal communication skills in a simulated workplace environment and includes access to: Reasonable adjustment o Computer/office equipment and resources o workplace policies and procedures relating to communication o Workplace forms and templates If you are unable to undertake the assessment task as designed, please speak to your trainer/assessor. ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 10 of 27 Scenario 1: You are the personal assistant to the purchasing manager, Bryan Lake. You need to write an email. The email is to inform Tom Phillips, the Construction Manager at AG Construction, that your manager must cancel their meeting booked for Thursday, 5th January and reschedule for the following Thursday, 12th January at 1pm. Create the email and confirm whether the new date is okay. To: Tom Phillips From: Bryan Lake
Subject line: I am contacting you because I have to cancel our meeting booked for Thursday 5th January. I would
like to reschedule it for Thurday 12th January at 1 pm. Is it possible for you? I look forward to hearing from you. Kind
manager Dear Mr. Phillip, Scenario 2: You phone your organisation’s customer service department. You are rather abruptly told to wait on hold, as they are busy. You stay on hold for over 15 minutes, only to have a person answer the phone in a very negative and uninviting manner. The person essentially says, “What do you want?” and when you let her know, she replies with “That is not my responsibility” and hangs up. You are disgusted at the treatment you have received and decide the only action to take is to write a letter of complaint to the customer service department manager. Follow the instructions below ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 11 of 27 Instructions Type a letter of complaint using clear and concise language. Ensure your letter meets the appropriate format and style. Your details are as follows: Your Name (Student) Personal Assistant to Bryan Lake Purchasing Department 1234 1234 Ext: 53 Customer service manager’s details are as follows: Sam Draper Customer Service Manager Customer Service Department 1234 1234 Ext: 67 Include the following in your letter: 1.
5. lack of effective verbal communication lack of courtesy Ineffective communication skills lack of adherence to organisational requirements lack of interest in customer requirements Write your letter of complaint in the space provided. Rubén Reyes
Personal Assistant to Bryan Lake
1234 1234 Ext: 53
Customer Service Manager
Customer Service Department
1234 1234 Ext: 67
20th June 2019
Dear Mr. Draper;
I am writing today to complain of the poor service I received from a member of your staff on June
19, 2019. I called to Customer Service Department on that day.
To my dismay, I have been rather abruptly told to wait on hold and I did it for over 15 minutes. The
person who finally answer the phone did it without any sign of courtesy or interest in my
requirements which have not been resolved at all.
As a member of this company, I know that this kind of behaviour does not met our organizational
and build a bad image of the company. It would be useful to review the communication skills of the members of your team and consider increasing the effectiveness of verbal
communication to make sure that an incident like this does not happen again. I want to thank you in advance fr investigating on this matter further, I hope that there will be
improvements regarding your service soon.
Rubén Reyes ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 12 of 27 Scenario 3: Your manager Bryan has been to the kitchen. It is a complete mess. Dirty cups and plates everywhere, as well as rubbish left on the tables. He asks you to draft a memo to all staff reminding them, that if they are using the kitchen facilities, they are responsible to clean up after themselves. Write the memo in the space provided. To: All staff From: Bryan Lake
Subject: TO: All staff FROM:
Bryan Lake DATE:
20th June, 2019 SUBJECT:
Use of kitchen facilities I am writing to remind you that every time you use kitchen facilities is your responsibility to clean
MEMORANDUM after yourself.
I have been in the kitchen today and I noticed that not everybody is taking care of tidiness and
cleanliness of this shared space. Please, be respectful with colleagues who use the kitchen after
I would appreciate your cooperation to improve this situation.
Regards, Scenario 4. Bryan Lake
Marco Sanchez has been working at Blue Sky Recording Studios as an Administration Assistant for 12 months. As part of his annual performance review with his supervisor, Adam Flemming, they decide that Marco should further develop his skills. They decide that Advanced Microsoft Access Database training will allow him to take on additional responsibilities, as well as perform his current role more efficiently. Marco needs to search the internet for an appropriate course and then fill in a form for approval. Marco has decided to commence the course in approximately 4 weeks. Using the information above, research and complete the form below. ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 13 of 27 Blue Sky Recording Studios Application Form to attend a Course or Conference
Staff ID: BSRS-AA-100 Last Name: Sanchez Other names: Marco Name of course or conference: Access
2016 Advanced Course Provider: Dynamic
Level 6, 371 Queen Street, Brisbane , QLD 4000 Address: Date(s): 07/12/2019 I hope to extend my Microsoft Access skills to an advanced level; by
learning advanced sql syntax and queries, creating and using advanced
macro techniques and other advanced features.
What I hope to achieve: I think this course will allow me perform my job with better results and,
also, prepare me to increase my responsibilities in the future. Course/conference fees: 990 Accommodation and/or expenses: 0 Total applied for: 990 Signature of applicant: Marco
Sanchez Supervisor: Adam
Flemming Approved by: Administration Department Date: 06/20/2019 ILSC Business College: BSBCMM201 BSBWOR203 Assessment Version 7 0917 Page 14 of 27 BSBWOR203 Work effectively with others TASK 1 - Short Answer Q...
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