BSBWOR203 Assessment Task 1 Workplace relationships and activities project

BSBWOR203 Work effectively with other

Learner Assessment

Assessment Task 1-Workplace relationships and activities project

Context and Conditions of Assessment – Information for Students

This assessment will ensure that the elements, performance criteria, performance evidence and knowledge evidence required and conditions are adhered to demonstrate competency in this unit assessment task.

? Read the assessment carefully before commencing.

? This is a practical demonstration assessment and will be conducted at Hilton’s commercial kitchen or a workplace.

? You must demonstrate your skills in Hilton’s commercial kitchen or a workplace, and then complete a Workplace relationships and activities project correctly and successfully to be deemed satisfactory in this assessment task.

? Your Trainer / Assessor will inform you of the due date for this assessment task.

? Your Assessor will grade as either S – Satisfactory or NS – Not Satisfactory for the assessment. In all cases your Assessor will provide you with feedback.

? Only when all assessment tasks have been graded as S – Satisfactory you will be deemed C – Competent in the final result of the unit of competency; if you do not satisfactorily complete all the assessment tasks you will be deemed NYC – Not Yet Competent.

Assessment Appeal – Information for Students

? Students have access to an assessment appeals process to challenge the outcome within 20 working days of the assessment decision being made.

? The appeal is required to be submitted in writing with relevant evidence documentation provided.

? The Institute will respond within 3 working days of the receipt of appeal to confirm it has been received.

? The Institute will review the appeal and inform student of the outcome within 10 working days of the receipt of appeal.

? The outcome will outline information on student’s next steps including process for further appeal process.

Reasonable Adjustments – Information for Students

? Reasonable adjustment refers to adjustments made for students with a disability, condition or special learning need.

? Students can make a request for reasonable adjustment during their enrolment.

? Each case is considered individually and the all relevant circumstances are considered in making the decision

? The Institute reserves the right, after the review of the needs of the student with a disability, to not provide services that would impose unjustifiable hardship upon the Institute or the activities provided during the Assignment of operations.

? The range of reasonable adjustments made may include (but not limited to):

o the use or loan of adaptive/assistive technology or equipment for use by people with a disability or illness to enable them to undertake their training/assessment in fair and equitable manner (e.g. seating, personal computer access)

o alternative methods of assessment (e.g. verbal assessment, practical demonstration)

o individual conditions of assessment (e.g. seating arrangements, additional 10 minutes per hour, toilet/rest/exercise breaks, bite sized food/drink)

o accessible learning formats (e.g. large print materials, coloured exam paper) o provision of a scribe o referral to additional services.

Re-Assessment Process and Plagiarism, Collusion and Cheating – Information for Students

Re-Assessment Process

? If the evidence is graded as NYS – Not Yet Satisfactory you will be required to re-submit the evidence. In this case, you will be provided with clear and constructive feedback based on the assessment decision so that they can improve your skills / knowledge prior to reassessment.

? Where a ‘NYS – Not Yet Satisfactory’ judgement is made, you will be given guidance on steps to take to improve your performance and provided the opportunity to resubmit evidence to demonstrate competence. The assessor will determine and discuss the reasons for NYS – Not Yet Satisfactory on any of the criteria and will assess you through a different method of assessment e.g. verbal/oral questioning, problem solving exercises.

? You will be notified within 10 working days of undertaking an assessment of your result in achieving competency o If a student does not complete the assessment, they should notify their trainer as to why they did not complete the assessment and if due to illness, a medical certificate must be produced and apply for Special Consideration in accordance to Special Consideration Policy and Procedure.

o In the above scenario, student will be given an opportunity for reassessment within 5 working days with no reassessment fee charged.

o Students who are deemed to be Not Yet Competent (NYC) will be provided with information identifying the areas in which they failed to achieve competency. Students will then have the opportunity to repeat the assessment task and relevant reassessment fees will apply for the unit.

o If a student is deemed NYC in the reassessment, then the student is required to reenrol for the entire unit of competency and relevant reenrolment fees will apply for the unit.

Plagiarism, Collusion and Cheating

Plagiarism means: taking someone’s words, ideas, work or other materials and present them as your own.

Collusion means: understanding or agreement between two or more people to intentionally cooperate and gain an unfair advantage in assessment.

Cheating means: seeking to obtain an unfair advantage in an examination or assessment.

If a student is found to be cheating, plagiarising or colluding during their assessment, the student will immediately be deemed NYS for the assessment task. The student will have to follow the reassessment process and relevant reassessment fees will apply for the unit.

o If the student is found to be plagiarising, cheating or colluding again after the initial instance, the student will be deemed NYC for the entire unit of competency. The student will be required to reenrol for the entire unit of competency and relevant reenrolment fees will apply for the unit.

o Any further instances of plagiarism, cheating or collusion will result in the suspension or cancellation of the student’s enrolment

o The Institute has intervention strategies, including student support services available to enable students to complete qualification in the expected time frame. Students at risk of not completing within this time frame are identified as early as possible and an intervention strategy is put in place. All students are encouraged to speak to the trainer/assessor and/or Student Support Coordinator in regards to any issues about their Assignment.

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 textbooks and other 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.

Assessment Task 1 Instructions as provided to students

Provide answers to all of the questions below:

Carefully read the following scenario

You are a Chef with IPSO Hospitality Group. The Group is very focussed on excellent customer service and each staff member is expected to have excellent customer service skills.

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.

1. Prepare for the meeting with the new Customer Service Officer.

Review the documents provided to you:

Position Description
Customer Complaints Policy and Procedures
Complaints Register
Complaint Acknowledgement Letter
Complaint 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.

2. Send 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 officer
The 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.

3. 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 description
Outline 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 policy o Definition of complaints
- Forms to be used for complaints (show the forms to the staff member)
- Responding to complaints
- Keeping 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 concisely
Using effective non-verbal communication skills to encourage audience interest
Responding to questions
Asking questions to seek feedback
Use 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.

4. Send 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.