BSBCMM201A Observation/demonstration checklist sheet …



Observation/demonstration checklist

BSBCMM201A Communicate in the workplace

|Student | |Student | |

| | |Sign off | |

|Assessor |      |Assessor | |

| | |Sign off | |

|Assessment/evidence gathering conditions: |

| |

|This observation/demonstration involves knowledge, attitude, skills as well as employability skills, required for communicating in the |

|workplace. |

| |

|Task: Telephone activity – students will be required to demonstrate their ability to answer telephone calls in at least 2 situations. |

| |

|Conditions: (insert the specific school conditions eg Organisational Guidelines, rotation of students, equipment, etc) |

|Start observations |      |End observations |      |

|Instructions: |Number of observations where gaps |

|Assessor will identify any areas where the student has gaps in practical skills and provide |identified |

|feedback to the student. | |

|A cross indicates that a gap is identified. | |

|No cross indicates student is on track to achieving competence. | |

| |1 |2 |3 |4 |

|Generic skills | | | | |

|answered call by the third ring | | | | |

|used the appropriate greeting (as per organisational guidelines) | | | | |

|used an acceptable volume, tone and pitch | | | | |

|determined purpose of call | | | | |

|(insert list of other skills) | | | | |

| | | | | |

|Specific skills for 1st telephone call | | | | |

|successfully put caller on hold – appropriate wording | | | | |

|successfully put caller on hold – use of equipment | | | | |

|successfully transferred caller - appropriate wording | | | | |

|successfully transferred caller – use of equipment | | | | |

|(insert list of other skills) | | | | |

| | | | | |

|Specific skills for 2nd telephone call | | | | |

|used appropriate language in the situation | | | | |

|treated caller with respect, courtesy and sensitivity | | | | |

|kept calm | | | | |

|clearly explained the choice of actions | | | | |

| | | | | |

|(insert list of other skills) | | | | |

| |Evidence towards competency |

|BSBCMM201A Communicate in the workplace | |

| |yes |no |

|EOC1 Gather, convey and receive information and ideas | | |

|1.1 |Collect information to achieve work responsibilities from appropriate sources | | |

|1.2 |Use method/s and/or equipment to communicate appropriate ideas and information to the| | |

| |audience | | |

|1.3 |Use effective listening and speaking skills in verbal communication | | |

|1.4 |Seek input from internal and external sources to develop and refine new ideas and | | |

| |approaches | | |

|1.5 |Respond to instructions or enquiries promptly and in accordance with organisational | | |

| |requirements | | |

|EOC2 Complete workplace documentation and correspondence | | |

|2.1 |Present written information and ideas in clear and concise language to ensure the | | |

| |intended meaning of correspondence is understood by recipient | | |

|2.2 |Draft and present correspondence within designated time lines | | |

|2.3 |Ensure presentation of written information meets organisational standards of style, | | |

| |format and accuracy | | |

|2.4 |Complete workplace forms and documentation in a clear, concise and easy to read | | |

| |format | | |

|EOC3 Communicate in a way that responds positively to individual differences | | |

|3.1 |Value all individuals and treat them with respect, courtesy and sensitivity | | |

|3.2 |Take into consideration cultural differences in all verbal and non-verbal | | |

| |communication | | |

|3.3 |Use communication to develop and maintain positive relationships, mutual trust and | | |

| |confidence | | |

|3.4 |Make efforts to use basic strategies to overcome language barriers | | |

|3.5 |Ensure that behaviour is consistent with legislative requirements, enterprise | | |

| |guidelines and/or social protocols | | |

|Progressive feedback to student, identifying gaps in competency and comments on positive |Feedback from student on assessment |

|development: | |

|Date |Feedback | |

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| | | |

| | | |

| | | |

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|Assessor initials: Date: Student initials: |

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