BSBTWK201 Work effectively with others :
Assessment cover sheet
| Student Must Fill this Section | |
| Unit Code / Title | |
| Qualification Code / Title: | |
| Due Date : | |
| Student Name: | ||||
| Student ID: | Term: | Year: | ||
| Privacy Release Clause: | “I give my permission for my assessment material to be used in the auditing, assessment validation & moderation Process”. | |||
| Authenticity Declaration: | “I declare that: The material I have submitted is my own work;I have given references for all sources of information that are not my own, including the words, ideas and images of others”. | |||
| Student Signature: | Date: | |||
| Assessment Outcome | ||||||||||
| Assessor Name: | ||||||||||
| Attempt and Tasks | Satisfactory | Not Yet Satisfactory | Date | Assessor Signature | ||||||
| Initial attempt | | | ||||||||
| Re- attempt/Re-assessment | | | ||||||||
| Task 1 | | | ||||||||
| Task 2 | | | ||||||||
| Task 3 | | | ||||||||
Assessor Feedback to Students
| Assessment Outcome: | Competent | Not yet Competent | ||
| Assessor Name: | ||||
| Assessor Signature: | ||||
| Information for Student: |
| This assessment is to be completed according to the instructions given below in this document.Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge. You will be entitled to one (1) resubmit in showing your competence with this unit.If you are not sure about any aspect of this assessment, please ask for clarification from your assessor. Please refer to the College re-submission and re-sit policy for more information. If you have questions and other concerns that may affect your performance in the Assessment, please inform the assessor immediately.This is an Open book assessment which you will do in your own time but complete in the time designated by your assessor. Remember, that it must be your own work and if you use other sources then you must reference these appropriately.This is Individual Assessments. Once you have completed the assessment, please upload the softcopy of the Assessment into TKL Moodle. TKL uses Turnitin – Plagiarism detection software which is embedded with TKL Moodle. Any Plagiarism will result in a mark of not yet competent. |
| Re-assessment of Result & Academic Appeal procedures: |
| If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after completion of the subject and within fourteen days of commencement of the new term. Re-assessment Process: An appeal in writing is made to the Academic Manager providing reasons for re-assessment /appeal. Academic Manager will delegate another member to review the assessment. The student will be advised of the review result done by another assessor. If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the Academic Manager or if need be an external assessor. The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final. If the student is still not satisfied with the result, he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency. Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject. The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid. Academic Appeals: If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol. To appeal a decision, the person is required to complete the TKL- Request for Appeal of a Decision form with all other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details: Student Support Officer, TKL College Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 , Email: [email protected] The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted within seven days of notification of the outcome of the re-evaluation process. If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit. In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate. The decision of Chief Executive Officer will be final. Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy. |
| Plagiarism: Plagiarism means to take and use another person’s ideas and or manner of expressing them and to pass them off as your own by failing to give appropriate acknowledgement. This includes material sourced from the internet, RTO staff, other students, and from published and unpublished work. Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being used, which includes: Paraphrasing and presenting work or ideas without a referenceCopying work either in whole or in partPresenting designs, codes or images as your own workUsing phrases and passages verbatim without quotation marks or referencing the author or web pageReproducing lecture notes without proper acknowledgement. Collusion: Collusion means unauthorised collaboration on assessable work (written, oral or practical) with other people. This occurs when a student presents group work as their own or as the work of someone else. Collusion may be with another RTO student or with individuals or student’s external to the RTO. This applies to work assessed by any educational and training body in Australia or overseas. Collusion occurs when you work without the authorisation of the teaching staff to: Work with one or more people to prepare and produce workAllow others to copy your work or share your answer to an assessment taskAllow someone else to write or edit your work (without rto approval)Write or edit work for another studentOffer to complete work or seek payment for completing academic work for other students. Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion and academic misconduct in group work please refer to the RTO’s policy on Academic integrity, plagiarism and collusion. Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students who engage in plagiarism and collusion as outlined in RTO’s policy. Proven involvement in plagiarism or collusion may be recorded on students’ academic file and could lead to disciplinary |
Assessment Requirements
You are required to complete and pass every task in the assessment in order to be deemed competent.
Assessment Schedule
| Task | Due Date | Student Signature | Trainer Signature | Comments |
| Task 1- 3 | Week 2 |
The assessment tasks for BSBTWK201 Work effectively with others are included in this Student Assessment Tasks booklet and outlined in the assessment plan below.
- To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
Assessment plan
| Assessment Task | Overview |
| Workplace relationships and activities project | You are required to assist a new staff member to understand their roles and responsibilities, and to explain the organisation’s customer complaints policy and procedures. |
| Customer service training project | You are required to identify opportunities for your team of customer service staff to improve your customer service skills. |
| Workplace problem project | You are required to review case study information about workplace conflict and identify potential solutions. |
Assessment preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for clarification if you have any questions.
When you have read and understood this unit’s assessment tasks, print out the Student Assessment Agreement. Fill it out, sign it and hand it to your assessor, who will countersign it and keep it on file.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per your RTO’s assessment appeals process.
You have the right to appeal the outcome of assessment decisions if you feel you have been dealt with unfairly or have other appropriate grounds for an appeal.
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet
This must be filled out, signed and submitted with your assessment responses.
If you are submitting hardcopy, the Assessment Task Cover Sheet should be the first page of each task’s submission.
If you are submitting electronically, print out the Assessment Task Cover Sheet, fill it out, sign it and then scan and submit the file.
The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will be satisfactory (S) or Not satisfactory (NS). If your work has been assessed as being not satisfactory, your assessor will include written feedback on the Assessment Task Cover Sheet giving reasons why. Your assessor will also discuss this verbally with you and provide advice on reassessment opportunities as per your RTO’s reassessment policy.
Depending on the task, this may include
- resubmitting incorrect answers to questions (such as written questions and case studies)
- resubmitting part or all of a project, depending on how the error impacts on the total outcome of the task
- redoing a role play after being provided with appropriate feedback about your performance
- being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily completed the first time, after being provided with appropriate feedback.
Assessment task information
This gives you:
- a summary of the assessment task
- information on the resources to be used
- submission requirements
- resubmission opportunities if required.
Assessment task instructions
This includes questions you will need to answer or tasks that you need to complete.
Your answers must be typed using software as indicated in the assessment task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for your assessment task submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file name that includes the information as indicated in the section called ‘Naming electronic documents’ (see below).
Naming electronic documents
It is important that you name the documents that you create for this Assessment Task in a logical manner.
Each should include:
- Course identification code
- Assessment Task number
- Document title (if appropriate)
- Student name
- Date it was created
For example, BSBWHS204 AT3 Training Recommendations Joan Smith 20/10/19.
Additional resources
Following resources are available in Moodle your reference to complete assessment task 1, 2 and 3
Assessment Task 1:
- Customer Complaints Policy and Procedure
- Complaints Register
- Complaint Acknowledgement Letter
- Complaint Outcome Letter
- Position Description
Assessment Task 2:
- Training Options Report Template
Assessment Task 3:
- Case Study Response Template
Checklist
This will be used by your assessor to mark your assessment. Read through this checklist as part of your preparation before beginning the assessment task. It will give you a good idea of what your assessor will be looking for when marking your responses or observing your performance.
Assessment Task 1: Workplace relationships and activities project
Task summary
You are required, in the role of Customer Service Officer, to assist a new staff member to understand their roles and responsibilities, understand other staff’s roles and to explain the organisation’s customer complaints policy and procedures.
This assessment is to be completed in the simulated work environment in the RTO.
Required
- Access to the learning materials
- Computer with Microsoft Office and internet access
- Meeting space
- Role play participant (your assessor)
- Position Description
- Customer Complaints Policy and Procedures
- Complaints Register
- Complaint Acknowledgement Letter
- Complaint Outcome Letter
Timing
Your assessor will advise you of the due date of this assessment.
Submit
- Email giving the culture and language chosen for the new staff member
- Email reflecting on the feedback given following the meeting
Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the task satisfactorily.
Resubmission opportunities
You will be provided feedback on your 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 with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment 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 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.
Provide answers to all of the questions below:
Carefully read the following scenario
| You are the Customer Service Officer for IPSO Appliances. The company manufactures and distributes a range of kitchen and laundry appliances. It also has a commercial division supplying kitchen and laundry equipment to businesses. Your main duties as the Customer Service Officer include responding to general customer service enquiries and providing non-technical support. Customer Service Officer roles and responsibilities are documented in Position Description. Your Manager is the Customer Service Team Leader, and you work in a small team with five other customer services officers. Your team leader is very busy this week and has asked you to help a new staff member (customer service officer) to understand their roles and responsibilities and reporting requirements. The team leader has also asked you to explain IPSO Appliance’s complaints policy and procedures and associated forms. You are required to prepare for, and meet with, the new Customer Service Officer. The meeting should last no more than 15 minutes, as you also have a busy work schedule. The Customer Service Officer will be roleplayed by your assessor and will ask you questions during the meeting. |
- Prepare for the meeting with the new Customer Service Officer.
| Review the documents provided to you: Position DescriptionCustomer Complaints Policy and Procedures Complaints RegisterComplaint Acknowledgement LetterComplaint Outcome Letter Make notes about the documents if necessary to guide your discussion with the customer service officer. Assume that the new customer service officer will be from a different cultural background to you. Choose any culture for the new customer service officer and research differences in communication styles between that culture and language background, and your own. Answer |
Make notes about the documents if necessary to guide your discussion with the customer service officer.
Assume that the new customer service officer will be from a different cultural background to you. Choose any culture for the new customer service officer and research differences in communication styles between that culture and language background, and your own.
Answer
- Draft an email to your assessor.
| The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. The email text should document the following: The culture and language you have chosen for the new customer service officerThe communication styles that you will use to communicate with a person from the selected culture and language The email should ask for the place, date and time of your roleplay meeting. Answer |
- Meet with the new staff member.
| During the meeting you will be expected to: Explain the roles and responsibilities of Customer Service Officers as documented in the position descriptionOutline the reporting arrangements, ensuring that it is clear that you will be the first person to report to Explain the complaints policy and procedure including:Purpose of the policyDefinition of complaintsForms to be used for complaints (show the forms to the staff member)Responding to complaintsKeeping customers informed When complaints should be escalated You will be required to keep to the required timeline of 15 minutes, and you will be assessed on your time management in this regard. During the meeting, you are required to demonstrate effective interpersonal and communication skills including: Speaking clearly and conciselyUsing effective non-verbal communication skills to encourage audience interestResponding to questions Asking questions to seek feedbackUse of active listening techniques to confirm and clarify understanding. You will also need to demonstrate the communication strategies you researched relevant to the culture. Your assessor, in the role of the Customer Service Officer will ask you questions that you will need to respond to. Following the meeting, your assessor will provide you with some feedback on how clearly you explained the information and your communication skills and talk to you about possible actions you could take to address the feedback. |
- draft an email to your assessor.
| The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. Reflect on the feedback provided to at the end of the meeting and consider how you intend to action the feedback. Include these in the email. The actions you indicate could be, for example: practice, or reading more about the area where your assessor indicated you could improve. Answer |
| Did the student: | Completed successfully? | |
| Yes | No | |
| Clearly explain the roles and responsibilities of the customer service officer to ensure that their own role, and those of others, is understood? | ||
| Clearly explain company complaints policy and procedure to ensure that the correct procedure is followed? | ||
| Complete the meeting in the required timeframe? | ||
| 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 | ||
| Demonstrate culturally appropriate communication skills as researched by the student and document in the email? | ||
| Reflect on feedback provided and identify suitable actions? | ||
| Trainers Feedback: | ||
| Trainers Name: | Signature and date | |
Assessment Task 2: Customer service training project
Task summary
This assessment task requires you, in the role of Team Leader, to identify opportunities for your team of customer service staff to improve their customer service skills by identifying suitable professional development.
This assessment is to be completed in the simulated work environment in the RTO.
Required
- Access to textbooks and other learning materials
- Computer with Microsoft Office and internet access
- Training Options Report Template
Timing
Your assessor will advise you of the due date of these submissions.
Submit
- Email recommending a training option, with Training Options 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.
Resubmission opportunities
You will be provided feedback on your 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 with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment 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.
- Write a Training Options Report.
| Use the internet to find three different formal training options for customer service training. One should be provided by an external provider at the company’s premises, one should be a short course that a new member of staff could take and the third should be a formal qualification. Provide a brief outline of the training and the name of the company offering the training, as well as the costs and time commitment. Use the Training Options Report Template to guide your work. Answer |
- Draft an email to you Manager (your assessor).
| 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 and seek their feedback. The email text should include your recommended training option according to the budget and time constraints given. The training that you identify must be completed in the next three months, and a budget of $700 per team member is available Attach your Training Options Report to the email. Answer |
| Did the student: | Completed successfully? | |
| Yes | No | |
| Identify suitable training options for the team to participate in to improve customer service skills? | ||
| Recommend most suitable training option for the team to participate in to improve customer service skills, based on time and budget constraints? | ||
| Write the email in clear and simple English to ensure understanding? | ||
| Trainers Feedback: | ||
| Trainers Name: | Signature and date | |
Assessment Task 3: Workplace problem project
Task summary
You are required to identify potential solutions for a case study scenario.
This assessment is to be completed in the simulated work environment in the RTO.
Required
- Access to textbooks and other learning materials.
- Computer with Microsoft Office and internet access.
Timing
Your assessor will advise you of the due date of these submissions.
Submit
- Email with Case Study Responses 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.
Resubmission opportunities
You will be provided feedback on your 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. Reassessment 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.
Complete the following activities:
Carefully read the following scenario
| The new customer service officer has now been with IPSO Appliances for three months. She confides with you (a fellow customer service officer) that she is feeling stressed and hasn’t been sleeping well because she doesn’t feel that she has had enough training to do her job and sometimes when customers call with issues, she is just not sure how to respond. |
- Briefly explain why the issue identified in the scenario is an issue that needs to be resolved.
Answer
Identifying positive stress (Eustress):
How to Spot Bad Stress (Distress)
- Who should the stressed customer service officer speak to?
Answer
- In around a paragraph, describe what the stressed customer service could ask for in terms of changes that would address their situation.
Answer
- Who, outside the organisation, could the stressed customer service officer ask to assist them with this issue should the staff member not be satisfied with their employer’s response?
Answer
- Describe at least five steps that the new customer service officer could take to assist in dealing with workplace stress.
Answer
- Draft an email to your assessor.
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 Case Study Responses to the email.
Answer
Date:
| Did the student: | Completed successfully? | |
| Yes | No | |
| Identify and discuss the workplace issue? | ||
| Identify solutions to workplace issue including whom to report it to? | ||
| Trainers Feedback: | ||
| Trainers Name: | Signature and date | |
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