document44

South Western Sydney Region RTO 90072

BUSINESS SERVICES ASSESSMENT TASK PROFORMA Qualification Code BSB07

STUDENT NAME: ________________ Date of Issue ________________________

Assessment Task Name Cluster B Date Due: Year 11

Short Description Scenario, Case study, Short answer, teacher questioning

Units of Competency and related assessment methods

BSBCMM201A Communicate in the workplace letter of complaint, short answers, BSBCUS201A Deliver a service to customers case study, short answersBSBITU201A Produce simple word processed documents Letter of complaint, flyer, short answers, teacher questioning

Assessor / Teacher Duration Approximately 4 hours

Resources Required(if applicable)

Computer room, computer, printer, paper, pens

List the HSC exam requirements relevant to this Assessment Task BSBCMN201A AND BSBCUS201A are part of the HSC requirements.Knowledge and Skills Assumed -To ensure you are ready to undertake this assessment check the list belowAble to communicate information verbally and in written formAwareness of culturally appropriate communicationUse literacy skills for all written tasksBe able to use organisational skills to plan and complete tasksUnderstanding of relevant government legislation for business operationsUse of problem solving skills to solve customer and organisational issuesBe able to edit and proof read workAbility to produce a accurate, checked final document within a timeframeHave knowledge of formatting stylesUse of word processing softwareProduce variety of correspondence

Assessment Checklist C – competent NYC – not yet competentUnit

Code and Title

Element of competency

Performance Criteria C NYC

Com

mun

icat

e in

the

work

plac

e (1

5)

BSBC

MM

201A

[C]

1 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

2 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

3 Communicate in a way that responds positively to

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.

Footer: BSB07ICF / Cluster B / Version 1 / May 09

SWSR RTO 90072 Assessment Task Proforma, Version 4 February 2008

Insert School Name and Logo


individual differences

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

Deliv

er a

ser

vice

to c

usto

mer

s (1

5) B

SBCU

S201

A [C

] 1 Establish contact with customers

1.1 Acknowledge and greet customer in a professional, courteous and concise manner according to organisational requirements.

1.2 Maintain personal dress and presentation in line with organisational requirements.

1.3 Communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information

1.4 Maintain sensitivity to customer specific needs and any cultural, family and individual differences.

1.5 Establish rapport/relationship with customer and express a genuine interest in customer needs/requirements

2 Identify customer needs

2.1 Use appropriate questioning and active listening to determine customer needs.

2.2 Assess customer needs for urgency to identify priorities for service delivery.

2.3 Provide customer with information about available options for meeting customer needs and assist customer to identify preferred option/s

2.4 Identify personal limitations in addressing customer needs and seek assistance from designated persons where required.

3 Deliver service to customers

3.1 Provide prompt customer service to meet identified needs according to organisational requirements.

3.2 Provide information regarding problems and delays, and follow up within appropriate timeframes as necessary.

3.3 Communicate with customers in a clear, concise and courteous manner.

3.4 Identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible.

4 Process customer feedback

4.1 Promptly recognise customer feedback and handle sensitively according to organisational requirements.

4.2 Accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures.

4.3 Identify any unmet customer needs and discuss suitability of other products/ services.

4.4 Support customers to make contact with other services according to organisational policies and procedures.

1 Prepare to produce documents

1.1 Use safe work practices to ensure ergonomic, work organisation, energy and resource conservation requirements are addressed.

1.2 Identify document purpose, audience and presentation requirements, and clarify with relevant personnel as required.

1.3 Identify organisational and task requirements for document layout and design.

2 Produce documents

2.1 Format document using appropriate software functions to adjust page layout to meet information requirements, in accordance with organisational style and presentation requirements.

2.2 Use system features to identify and manipulate screen display options and controls.




Prod

uce

sim

ple

word

pr

oces

sed

docu

men

ts

(20)

BSB

ITU2

01A

[E] 2.3 Use manuals, user documentation and online help to overcome problems with

document presentation and production.

3 Finalise documents

3.1 Ensure final document is previewed, checked, adjusted and printed in accordance with organisational and task requirements.

3.2 Ensure document is prepared within designated time lines and organisational requirements.

3.3 Name and store document in accordance with organisational requirements and exit application without information loss/damage.

Additional Requirements (if applicable)

Assessment Task Description Tasks are attached at the end.

ASSESSOR FEEDBACK:Assessor Comment………………………………………….…………………………................

Signature .........................................................................................Date:..............................

STUDENT FEEDBACK Student name:..................................................................................I agree / do not agree with this assessment (circle correct response)

Signature ………………………….………………………………........ Date:..............................

TASK 1

Scenario Response Letter of Complaint




You are to complete the following task in class. You will be given 50 minutes to type a letter of complaint in response to the scenario that follows. Exam conditions apply. You must show your knowledge of software functions and appropriate letter format.

You (Mr Tang) are a regular client of Access Recruitment. You walk up to the reception desk (nearly slipping on the way on a piece of A4 paper that has been left on the floor) and approach the receptionist (Ms Adams). She is on a personal phone call and completely ignores you. She continues her animated conversation whilst you await her attention and in the meantime you notice that three other lines are flashing on her telephone. After approximately three minutes you lose your patience and ask the receptionist whether she will be much longer. After rolling her eyes at you, the receptionist hangs up the phone and in a lazy tone asks you what you want. When you ask if the Human Resource manager is available, the receptionist states she can’t understand your accent . You repeat your question and she informs you that he is on his lunch break and tells you to come back in about an hour.

INSTRUCTIONS

Type a letter of complaint expressing yourself in clear and concise language and ensuring your letter meets appropriate format and style.

Mr TangHuman Resource ManagerTim Tam Banking23 Biss DriveBanko 2111

Ms Adriana SlotHuman Resource ManagerScotts DriveAlbum Park 2333.

Include the following in your letter:

1. lack of effective verbal and non verbal communication2. lack of effective questioning techniques3. poor etiquette4. ineffective cross-cultural communication skills5. inconsistent behaviour in accordance with legislative requirements (OH&S, Anti Discrimination)6. lack of interest in customer requirements

TASK 2

Read the case study, policy and procedures for Access Recruitment and the following scenario.Submit your answers labelled with your name, the date and Task 2.

CASE STUDY




You are the office assistant for Access Recruitment, a company specialising in recruitment of Marketing and Human Resources personnel. The company is owned by Able Access the Managing Director. Among other staff the company employs Joe Zapio (Manager), Bernie Taylor (Consultant), Olivia Metro (Consultant), Abdul Mohamed (Accountant), George Poulos (Sales/Marketing Manager), John Xao (Office Administrator) and an office assistant (you).As well as Recruitment the organisation also offers a free advertising service and an instruction workshop on how to market yourself for success in job interviews. It has a large reception and advertising/promotional material including company brochures and other recruitment assistance available.

ACCESS RECRUITMENT POLICIES AND PROCEDURES

Answering the telephone

Good morning/good afternoon, Access recruitment. This is (your name) speaking. How can I help you?

Greeting visiting clients

Greet all visiting clients politely and promptly. Do not leave a client waiting. If a client has to wait, ask them to sit down and offer them tea or coffee.

Handling difficult clients

If a client is difficult be polite. Ask the client what they want. Ask the client to wait in the waiting room Contact Able Access (ext 69).

Contacting staff members

To contact staff members, use the staff extension list. Redirect enquiries immediately to the relevant staff member. Take a message if the staff member is unavailable.

Confidential information

Home telephone numbers are NOT to be given to clients.

Promotional material

Send the information package of Advertising/Marketing Recruitment to everyone who calls asking for general information.

CourierMorgan Swift deliveryTel: 9678 4534 Fax: 9678 4533

TASK 2

Scenario

As the office Assistant you deal with both internal and external clients. Your job is to answer client queries, redirect queries to the right people if you can’t answer them and supply promotional and informational material to clients.The following are situations that occur during the week at Access Recruitment. Write a list of what you would do in each situation to provide prompt and courteous service to your customers, help improve the service and fulfil the customer service requirements of Access Recruitment.



tel:9678


1. The potential client (Hope Andrews) telephones and asks for information about the type of services your company offers or specialises in.

2. A potential client (John Alex) asks for information about a Marketing Manager’s position. He asks for advice on how long it would take to recruit someone.

3. Your supervisor John Xao asks you to get this month’s sales figures.

4. A client telephones to query an account. Abdul is on the telephone when you try to redirect the client to her.

5. A client (Mel Harvey) arrives for an appointment with Olivia Metro and is in need of a new Office Administrator. He is annoyed when Olivia Metro is not available and demands to see someone immediately.

6. At 11am a client visits to seek information on what the organisation has to offer. George is not available till 11.30.

7. You receive the day’s mail. There are three letters asking for information on the services offered by Access Recruitment. One letter is from the new food company opening in 6 months, wanting an information package and one letter is from Mr Money asking about fees charges by Access Recruitment.

8. Your supervisor asks you to contact Mr Ding who is the Marketing Manager of a Chinese Recruitment Agency to see why he has cancelled tomorrows meeting.

TASK 3

SHORT ANSWER TASKThe following questions are to be answered in class but your teacher will have given you the questions before hand, so you will be prepared to answer them. You will not be able to use your notes on the day. Paper will be provided for you by your teacher.

Question 1What communication strategies would you use to obtain, understand and clarify instructions in a work situation? (list 3)

Question 2Effective verbal communication may include... (list 5)

Question 3What skills must be known in written communication? (list 5)

Question 4What individual differences must be respected to avoid discrimination in the workplace? (list 6)

Question 5State and explain 4 ways to format documents to meet information requirements for organisation requirements.

Question 6State and explain the use of 4 software functions to adjust page layout to meet information requirements for organisation requirements.

Question 7What may checking include when finalising documents for printing? (list 5)

TASK 4




Scenario Response (Flyer)

You are to complete the following task in class. You will be given 50 minutes to complete the steps listed below. Exam conditions apply. Your teacher will be observing you to ensure you meet criteria and may ask you questions to assess your knowledge and understanding of word processing software functions.

The General Manager of Access Recruitment has decided to initiate a once a fortnight sports afternoon. He feels this will help build employee teamwork and promote a happier work environment. The G.M has asked you to create a document/flyer to be sent to all employees that outlines the details of the program. He has given you a draft copy that needs to be retyped, edited and formatted.

INSTRUCTIONSType the flyer and follow the hand written changes.

Summary of formatting changes:

1. Change top and bottom margins to 2.54cm and left and right margins to 2.2cm.2. Fit document on one page.3. Centre text vertically on the page4. Spell check and proofread for meaning5. Apply a page border of stars6. Apply General Manager’s corrections (attached)

To finish you will need to

1. Add a header with your teacher’s name2. Add a footer stating your name, the date and how the document is saved3. Save as “Fitness Program” to a suitable location4. Print out a copy and submit to your teacher

TASK 4 Access Recruitment All capitals

Draft Organisation Program delete

Concerning all staffRATIONALE delete

Following consultation with executives relating to the implementation and operation of thisprogram, Access Recruitment executive has recommended the start of a fitness program forall employees. The program will assist in employees overall fitness, wellbeing and build relations. deleteFooter: BSB07ICF / Cluster B / Version 1 / May 09


“ “

12 pt Times New Roman


TRIAL DETAILS Arial 12pt Bold & italics

The trial involves replacing Thursday fortnightly afternoon teas with the sports program.Venues and transport may vary in accordance with availability. In the event of wet weather staff participating in outdoor sport will move to indoor sports venues.

PROGRAM BENEFITS Arial 12pt Bold & italics

It is anticipated that this program will result in:Improved employee attendance Introduction to an overall fitness regime change order as indicatedOpportunity to liaise with employees from different departments Building teamwork skills delete

All participants will evaluate the program before the end of the financial year Fitness Venues Arial 12 B & I, Left alignBold and centre table headings

Venue Sport Available placesCentrepoint Bowl Ten Pin Bowling 10Centre Ice Rink Ice-skating 8

Centrepoint World of Fitness Weights/Aerobics/Gym 10 Centre Indoor Sport Volleyball/Indoor soccer/Indoor cricket 10 Under this format, employees will be able to experience 8 different sports, every 6 months. Each venue is booked for 1.5 hours and trained staff conduct specialised activities.

More space before paragraph

TASK 3 POSSIBLE ANSWERS

Answer 1Active listening, open and closed questions, consultation with appropriate personnel.

Answer 2Footer: BSB07ICF / Cluster B / Version 1 / May 09


Add

bulle

ts

Move to beginning of sentence

Centre in Column


Appropriate language, clear voice, audible volume, courteous tone, active listening, asking questions or rephrasing to clarify or confirm understanding.

Answer 3Spelling, grammar, punctuation, proofreading and use of standard proofreading marks.

Answer 4 Culture, race, language, gender, sexuality, age, religious beliefs, customs/traditions, people with special needs.

Answer 5Alignment on page, columns, co logo, letterhead, headers, footers...

Answer 6Default setting, document protection, grammar check, indent, line spacing, page numbers, set up, spell check, paragraph formatting, tabs.

Answer 7Accuracy of info, consistency of layout, following instructions, grammar, proofreading, spelling




Business Services Qualification Code: BSB07 Check List of Observation of Practical Work Date of AssessmentAssessor Name Assessment Task. Task 4 Flyer Unit of Competency BSBITU201A*The assessor is to indicate ‘Y’ or ‘N’ in the column next to each skill demonstrated in the student’s work. Individual student feedback to be noted on assessment task

Stud

ent

Nam

es

During the demonstration of the skill, did the candidate?

Follow established safety procedures

Adjusted work space, furniture and equipment to suit ergonomic requirementUsed appropriate software function to adjust page layout for documentChecked document (grammar, spelling, proofreading)

Previewed final document

Print in designated time

Named and stored flyer

The candidates overall performance was satisfactory




Business Services Qualification Code: BSB07 Check List of Teacher Questioning Date of AssessmentAssessor Name Assessment Task Letter of complaint,

Flyer, Word processedUnit of Competency BSBITU201A

*The assessor is to indicate ‘Y’ or ‘N’ in the column next to each skill demonstrated in the student’s work. Individual student feedback to be noted on assessment task

Stud

ent

Nam

es

Did the candidate respond satisfactorily to the following questions? verbal answersQ1Did you adjust your chair/table before using the computer?

A1Yes, I adjusted it to my needsQ2 Did you ensure there were no hazards or risks around your work space before starting work?

A2Yes, I checked for loose cord including checking under my table and around my chairQ3 What is the purpose of your document?

A3A letter of complaint to Access Recruitment and a Flyer for Access Recruitment.Q4Are you going to format your document? How?

A4 Alignment, columns, size, margins, borders....Q5 Did you proofread your document for any errors?

A5 Yes and I also used spell and grammar checkQ6 Did you print preview your document? Why is this a good idea?

A6 Yes in order to check that it was what I wanted and for less paper wastageQ7 How did you name and store your document?

A7 I saved it as Fitness Program on my USB and in a word file on my computer....




Business Services Qualification Code: BSB07 Check List of Written Assignments/ Tasks (Test, Scenarios, Case Study) Date of Assessment

Assessor Name Assessment Task 1 Scenario Task 2 Case study Task 3 Short answers Task 4 Flyer

Units of Competency BSBCMN201A BSBCUS201A BSBITU201A

*The assessor is to indicate ‘Y’ or ‘N’ in the column next to each skill demonstrated in the student’s work. Individual student feedback to be noted on assessment task

Stud

ent

Nam

es

The contents of the written task provided satisfactory evidence of :

Producing clear, concise and correct written communication

Understanding of effective cross cultural communication skills

Identifying customer needs

Understanding the importance of providing prompt service and information to customersRecording feedback and applying information between organisation and customer according to policies and procedurePreparing to produce documents

Formatting documents to appropriate software

Checking document

Printing document

Naming and storing

The candidates overall performance was satisfactory



document44

Documents