BSBCMM201A Assessment booklet sample



Sunshine College

BSB20107 Certificate II in Business

Assessment booklet – BSBCMM201A Communicate in the workplace

|Student | |Student | |

| | |Sign off | |

|Assessor |      |Assessor | |

| | |Sign off | |

|Assessment/evidence gathering conditions |

|The tasks involve knowledge, attitude, skills as well as employability skills, required to undertake routine tasks in a business environment. |

|Start date |      |Anticipated completion date |      |

|Assessment result |Competent |Yes |No |

|Assessment tasks |Date submitted |Gaps |Resubmitted/reassessed |Evidence towards |

|[identified in the training and assessment | |identified | |competency |

|strategies] | | | | |

|1 |Observation/demonstration - telephone | | | | |

| |activity | | | | |

|2 |Observation/demonstration - role play | | | | |

|3 |Folio of work | | | | |

|4 |Worksheet | | | | |

|Additional evidence which may be provided by students |Date submitted |Evidence towards |

| | |competency |

|eg 3rd party report from work experience | | |

|      | | |

|      | | |

|      | | |

| |Practical skills assessment |Knowledge assessment |

|BSBCMM201A Communicate in the workplace | | |

| |Obser/ |Folio |Verbal |Written |

| |Demo/oral/ | | | |

| |role play | | | |

|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 | | | | |

Task 1 – Observation/demonstration checklist

|Student |      |Assessor | |

|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) | | | | |

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

|development: | |

|Date |Feedback | |

| | | |

| | | |

| | | |

|Assessor initials: Date: Student initials: |

Task 2 – Observation/demonstration checklist

|Student |      |Assessor | |

|Assessment/evidence gathering conditions |

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

|workplace. |

| |

|Task: Role Play – (insert the specific role plays eg situations, grouping of students, etc) |

| |

|Conditions: (insert the specific school conditions eg time, equipment, reference to notes, 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 |5 |6 |

|Suitable volume, tone and pitch | | | | | | |

|Communicates confidently | | | | | | |

|Presents information clearly | | | | | | |

|Uses appropriate language | | | | | | |

|Listens carefully | | | | | | |

|Asks questions to clarify points | | | | | | |

|Uses appropriate non-verbal communication | | | | | | |

|Culturally appropriate communication skills | | | | | | |

|(insert list of other skills to be observed/demonstrated) | | | | | | |

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

|development: | |

|Date |Feedback | |

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|Assessor initials: Date: Student initials: |

Task 3 – Folio of work

|Student |      |Assessor | |

|Assessment/evidence gathering objectives |

|This folio of work involves knowledge, attitude, skills as well as employability skills, required for communicating in the workplace. |

|Task: Folio of work – (insert the specific school task information eg documents (letter, telephone message, etc)) |

| |

|Conditions: (insert the specific school conditions eg organisational guidelines, time, dates for drafts and final copies, equipment, etc) |

|Start folio |      |End folio |      |

|Instructions to |Trainer/Assessor will identify any areas where the student has gaps in practical skills and provide feedback to |

|Trainer/Assessor |the student. |

| | |

|Instructions: Assessor will identify any areas where the student has gaps in practical skills and provide feedback to the student. |

|A cross indicates that a gap is identified. |Skills |Resubmissio|Further |Follow up |Skills |

|No cross indicates student is on track to achieving competence. |gaps |n |skills |satisfacto|demonstrate|

| |identified|satisfactor|developmen|ry |d |

| | |y |t required| |satisfactor|

| | | | | |ily |

| |style as per organisational guidelines/style guides | | | | | |

| |information clear and concise | | | | | |

| |suitable spelling, grammar and punctuation | | | | | |

| |etc | | | | | |

|2. Telephone message slip (refer to assessment task 1) | | | | | |

| |information clear and concise | | | | | |

| |etc | | | | | |

| | | | | | | |

| |(insert list of other tasks for the folio of work) | | | | | |

| | | | | | | |

|Generic skills | | | | | |

| |collected information to complete folio of work | | | | | |

| |sought advice to complete folio of work (if applicable) | | | | | |

| |used appropriate equipment and resources | | | | | |

| |follow instructions | | | | | |

| |draft and present information within suitable timelines | | | | | |

| |culturally appropriate communication skills | | | | | |

| |etc | | | | | |

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

|development: | |

|Date |Feedback | |

| | | |

| | | |

| | | |

|Assessor initials: Date: Student initials: |

Task 4 – Knowledge worksheet

|Student | |Assessor |      |

|Assessment/evidence gathering conditions |

|These questions involves knowledge, attitude, skills as well as employability skills, required for communicating in the workplace. |

| |

|Task: Correctly answering questions on communication skills |

| |

|Conditions: (insert the specific school conditions eg time, open book etc) |

|Start worksheet | |End worksheet | |

|Instructions: Assessor will identify any areas where the student has gaps in knowledge and provide feedback to the student. |

|A cross indicates that a gap is identified. |

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

| |Knowledge gaps |Follow up |Further study |Follow up |Questions |

| |identified |discussion |required |discussion |answered |

|Question | |satisfactory | |satisfactory |satisfactorily |

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

|development: | |

|Date |Feedback | |

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|Assessor initials: Date: Student initials: |

Question 1

(matching, true/false questions)

Question 2

The Organisational Policies document of the business gives guidelines on dealing with telephone callers. Complete the table by inserting more appropriate words:

|What not to say |What to say |

|Hi! What do you want? | |

|I can’t understand what you are saying. What country do you come from?| |

|She’s not in today. She’s got a doctor’s appointment because she’s got| |

|the flu. | |

|I can’t help you. Ring back tomorrow when Jenny is here. | |

Question 3

What is wrong with the following advertisement for a job in your business?

|ADMINISTRATION ASSISTANT |

|Applications are invited for the position of Administration |

|Assistant in the Corporate Services section of AAA Pty Ltd. |

|Applicants must be female, under 35 yrs and have good |

|computer skills. Must be able to speak clear English with no|

|accent. Forward resume to: hr@.au by 10 July 2008 |

Question 4

(one or two additional case studies/scenarios)

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