Eeeezy RPL Assessor’s Kit 1 - Velg Training IV in Business.pdf · BSB40101 Certificate IV in...

Eeeezy RPL

Assessor’s Kit 1

A Starter Kit for

BSB40101 Certificate IV in Business

BSB40101 Certificate IV in Business - Eeeezy RPL Assessor’s Kit

State of Queensland (Department of Employment and Training) 2004 This work is copyright to the Department of Employment and Training (Queensland), but permission is given to trainers and teachers to make copies by photocopying or other duplicating processes for use within their own training organisation or in a workplace where the training is being conducted. This permission does not extend to the making of copies for use outside the immediate training environment for which they are intended, nor to the making of copies for hire or resale to third parties. Requests and enquiries should be directed in writing to: The Manager Recognition of Prior Learning LMB 527 GPO Brisbane QLD Australia 4001 Email: [email protected] Phone: (07) 3237 0361 This work has been produced with the assistance of funding provided by the Queensland Government through the Department of Employment and Training. The views expressed in this version of the work do not necessarily represent the views of the Department of Employment and Training (Queensland). The Department of Employment and Training (Queensland) does not give any warranty nor accept any liability in relation to the contents of this work.


Acknowledgments The contributions made by staff from Logan Institute of TAFE and local employers are gratefully acknowledged. Gaylene Wheatley Kimberley Park State School A J Harris Solicitor, Stafford Sandra Classen Major Move Qld. Bruce Stalder CORE Events Management Bev Skyring Jetscape Travel Mavis Host Cynthia Harris Pauline Crabtree Daina Blums Peter Cox Gaylene Ronson Jenny Condor

Logan Institute of TAFE

The contributions made by staff from the Southern Queensland Institute of TAFE and local employers are gratefully acknowledged. Peter Devey Southern Queensland Institute of TAFE Geoff Jarvis Southern Queensland Institute of TAFE Jennie Wicks Southern Queensland Institute of TAFE Dean Richardson Southern Queensland Institute of TAFE

The contributions made by Moreton Institute of TAFE and local employers are gratefully acknowledged. Ray Sarlin Moreton Institute of TAFE


© State of Queensland (Department of Employment & Training) 2004 Version 1: November 2004 of 181

Part A- Introduction..................................................................................................................5

Part B- How to use these tools ..............................................................................................6

Part C- RPL Tools ....................................................................................................................8

Part D- Advice for Candidates ............................................................................................ 12

Part E- Assessment record.................................................................................................. 19

Appendix A ............................................................................................................................. 31 BSBCMN403A Establish Business Networks .............................................................. 31

Appendix B ............................................................................................................................. 46 BSBCMN405A Analyse and present research information........................................ 46

Appendix C............................................................................................................................. 59 BSBCMN408A Prepare financial reports. ..................................................................... 59

Appendix D............................................................................................................................. 73 BSBCMN410A Co-ordinate the Implementation of customer service strategies. .. 73

Appendix E:............................................................................................................................ 88 BSBCMN411A Monitor a safe workplace ..................................................................... 88

Appendix F: ..........................................................................................................................106 BSBCMN412A Promote innovation and change. ......................................................106

Appendix G: .........................................................................................................................121 BSBCMN413A Implement and Monitor Environmental Policies .............................121

Appendix H...........................................................................................................................140 BSBMKG402A Analyse Consumer Behaviour for Specific Markets.......................140

Appendix I ............................................................................................................................152 BSBMKG403A Analyse Market Data ...........................................................................152

Appendix J............................................................................................................................162 BSBSBM401A - Establish business and legal requirements ...................................162

Appendix K ...........................................................................................................................172 BSBFLM403B Implement effective workplace relationships ...................................172

Assessor’s Tool Kit 2 See also Assessor’s Tool Kit 2 for additional units at this level listed on Page 7 of this document.



Part A- Introduction The Department of Employment and Training has developed this kit in conjunction with trainers and assessors in Business across Queensland. It is based on the approach suggested in the paper Been There, Done That, commissioned by the Department of Employment and Training, around giving assessors guidance on ways to make RPL more accessible to Queenslanders. This document has not been designed as a comprehensive resource for the Certificate IV in Business. Rather, it provides a starting point, covering a limited number of selected competencies in Business and allied fields. It is a live resource. It is anticipated that, by sharing ideas and resources with other field assessors, this resource can be improved upon to become a more complete reference over time. The tools in this document have been developed for assessors to assist them to streamline the RPL assessment process. The tools place emphasis on the use of on-site questioning and observation to assist the assessor to develop a “picture of skills and knowledge” of the candidate that can be compared with industry standards, and to enable a determination of whether the candidate has achieved the required outcomes. The tools are specifically designed with very practical candidates in mind – i.e. those who are competent on the job but who may not have collected large numbers of documents and written testimonials during their career. The candidate guide material reflects this client group and offers simple information and supportive advice to inform candidates and supplement your assessment process. Each candidate’s experience and relevant skills and knowledge will to some extent be unique. It is therefore very unlikely that a set of standardised questions and answers will give the assessor enough information to determine competence and skill gaps. A more flexible approach to questioning is called for. This allows the assessor to use his or her professional judgement to pursue a “professional conversation” in ways that maximise the candidates’ opportunities to demonstrate competence. Assess with rigour The key technique to successfully using these tools is open questioning. Each tool gives guidance as to the type of question that could be asked and triggers for the response that will give information for determining competence. Open questions are those that do not have simple yes/no responses but rather encourage candidates to elaborate on their own experiences. This will provide examples of skill demonstrated and the knowledge the candidate brings to that application. By collecting this information through conversation with the candidate, assessors are afforded the opportunity to immediately probe further if additional information is needed. Assessors may also target the assessment to those aspects that present the greatest risk in the industry.



Each assessment event will be unique, however each must contain evidence of the standard the candidate is operating at to be useful in awarding competence or identifying gaps for training. Assessing through observation and questioning, particularly on the job, will speed up and streamline the RPL assessment process. However, for this to be a truly effective tool for recognising formal competencies, the following MUST be fulfilled: Record assessment comprehensively Keep careful records of the aspects of conversations, skills demonstration or documentation you have viewed that support the claim of prior learning. Remember – your record is the document that can make sense of the assessment and why you made a particular judgment. Keeping detailed notes about the candidate’s response are vital, as is your rationale for how you interpreted the evidence to arrive at your judgement. Authenticate what you find It is critical that the information gleaned from the interview and observation be confirmed with those who can vouch for the candidate’s skill over time. Supervisors would generally perform this role. Authentication may also be done through conversation but it cannot be stressed enough: careful note taking is essential to your record. The following tools are provided for your guidance. They do not replace the need for you to use your professional judgement all times at and to record your judgement fully and faithfully. Part B- How to use these tools Providers should ensure that learners contemplating RPL are given information and advice about the nature of the RPL process, the kinds of evidence that can be used and the ways in which it may be presented, and what is considered sufficient and valid evidence. Candidates and providers should also discuss:

• The candidate’s career direction and how RPL will assist in furthering this goal • The most appropriate collection of units for the candidate to attempt RPL.

Assessors will need to have a good understanding of the competencies and qualifications that are appropriate to the candidate’s goals. The candidate guide materials can be used to support this. Assessing a single unit of competency is rarely cost or time effective. Where units are from a related area, assessors should assess all of the units at the same time wherever possible, taking advantage of commonality in content where they occur. This will save the candidate and assessor valuable time.



Each competency has been examined for key issues and/or key risks to help to focus the RPL assessment. A series of questions has been devised for each competency to ensure the professional conversation covers key areas. Standardised answers have not been provided, as each candidate will have unique experiences to discuss with the assessor. Dot points below each question indicate relevant content that should be sought and how this content aligns with the industry standard. The assessor decides if the response fulfils the requirements of the standard and may choose to pursue the issue further for a determination to be made. The assessment is a conversation, not an exam, and assessors are encouraged to assist candidates to focus responses toward relevant issues. Suggestions for supplementary or indirect evidence have been provided for most units. Assessors will need to determine the necessity of these from the assessment context. Where a document is essential to assessment and must be viewed, these will be marked essential. Suggestions of ways to authenticate competence are provided but may be expanded at the discretion of the assessor. Record keeping Each unit comes with a recording sheet. Assessors may use other recording devices or adaptations provided these also keep a complete record of assessment and justification of judgement. Candidate responses, observations of skills demonstration and documents presented as evidence must be noted in enough detail so that anyone external to the process (eg a fellow assessor, auditor, lawyer etc) can read the record and retrace your judgement. The assessment record is a legal document and must be signed, dated and stored according to requirements of the State Training Authority and the AQTF Standards for Registered Training Organisations. Continuous improvement Assessors are encouraged to share ideas about how to improve on the tools provided in this document. Contact the Department of Employment and Training on 3235 4013 or email [email protected] . (Assessors from TAFE Qld can contact their SPIG or the Centre for Innovation and Development on 3259 4319.) Remember, the best assessment comes from continual reflection, development and refinement of techniques from those best placed to assess in this field – that means YOU!



Part C- RPL Tools Competencies included in this tool

Unit Code Unit Title Appendix BSBCMN403A Implement effective workplace relationships A BSBCMN405A Analyse and present research information B BSBCMN408A Prepare financial reports C BSBCMN410A Coordinate implementation of customer service

strategies D

BSBCMN411A Monitor a safe workplace E BSBCMN412A Promote innovation and change F BSBCMN413A Implement and monitor environmental policies G BSBMKG402A Analyse customer behaviour for specific markets H BSBMKG403A Analyse market data I BSBSBM401A Establish business and legal requirements J BSBFLM403B Manage effective working relationship K Please refer to the Appendix section for RPL tools relating to each specific unit of competency covered in this document. Competencies available in Assessor’s Tool Kit 2

Unit Code Unit Title Appendix BSBCMN402A Develop work priorities 2A BSBCMN404A Develop teams and individuals 2B BSBCMN406A Maintain business technology 2C BSBCMN407A Coordinate business resources 2D BSBCMN409A Promote products and services 2E BSBCMN414A Undertake marketing activities 2F BSBCMN415A Manager first aid policy 2G BSBCMN416A Identify risk and apply risk management processes 2H BSBCMN417A Coordinate customer service activities 2I BSBCMN418A Address customer needs 2J BSBCMN419A Manage projects 2K BSBCMN420A Write complex documents 2L BSBSBM402A Undertake financial planning 2M



BSBSBM403A Promote the business 2N BSBSBM404A Undertake business planning 2O BSBSBM405A Monitor and manage business operations 2P BSBSBM406A Manage finances 2Q BSBSBM407A Manage a small team 2R Please note that RPL Tools have also been written for BSBADM (Business Administration) Units at Certificate IV level. These can be found in the Assessor’s Kit for BSB40201 Certificate IV in Business Administration.



Critical aspects of Business Services Training Package Careful attention must be paid to the language, literacy and numeracy requirements of the unit of competency, the knowledge and skills requirements as well as the Key Competencies as expressed in the unit. Critical aspects of the Qualification BSB40101 Certificate IV in Business At Certificate IV level assessment needs to be mindful of the key issues of the Australian Qualification Framework (AQF). At Level IV the candidate would normally be expected to be performing with increased independence and decision-making. Dimensions, and application of competence For each unit of competence, the assessor needs to gain information about:

• task skill – performing the skill to the industry benchmark • task management - balancing the different tasks of the job • contingency – responding to problems and changes in routine • job role – performing according to the job/enterprise expectations.

Transferability of skill will also need to be taken into account by the assessor when considering the wide range of work contexts applicable for assessment.



Conducting RPL - emphasis on observation, questioning and supplementary evidence On-site assessment will add richness and opportunities for confirmation. This gives the candidate the opportunity to “walk through” the job and provides visual triggers for explanations and demonstrations. It will also provide opportunities to view records, job sheets and work diaries and to authenticate and verify stated skills with supervisors. Suggested starting points and direction are offered below. Using open ended questioning allows the candidate to express a depth of knowledge to the assessor and demonstrate the application of their skills. At the Certificate IV level, the emphasis is on being able to discuss theory in depth and the ability to supervise and monitor the performance of others. Assessment will need to be contextualised around the individual’s workplace. For skilled candidates who do not have a current workplace, the assessor should consider opportunities to access actual or simulated workplaces for demonstration.



Part D- Advice for Candidates

This section can be transferred to a document for candidates.

For most units of competency at Certificate IV level, candidates are required to have a high level of knowledge of their own work role and the policies and procedures of the organisation. Accuracy, attention to detail and a high level of written and spoken communication skills are considered essential at this level. The following outlines the characteristics of learning outcomes associated with the Certificate IV in Business.

Characteristics of Learning Outcomes

The distinguishing features of the learning outcomes for the Certificate IV in Business enable an individual with this qualification to:

• demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

• apply solutions to a defined range of unpredictable problems • identify and apply skill and knowledge areas to a wide variety of contexts,

with depth in some areas • identify, analyse and evaluate information from a variety of sources • take responsibility for own outputs in relation to specified quality standards • take limited responsibility for the quantity and quality of the output of others.

The Certificate IV in Business requires 10 units for the qualification. A minimum of 4 units from the Common Business units at Certificate IV, A minimum of 3 units from any field or domain of the Business Services Training Package at Certificate IV. and 3 units from the Business Services Training Package or any other endorsed Training Package, of which a minimum of 2 units must be from a Certificate IV qualification and 1 unit may be included from a Certificate III or Diploma qualification. Units from other Training Packages must not duplicate units selected from the Business Services Training Package. All units selected must contribute to and combine to form a work outcome, in order to meet the requirement of maximising the employability of every candidate.

To gain the compulsory units for the certificate you will need to be able to demonstrate that you can currently do some or all of the following:

• Understand the relevant legislation from all levels of government that affects business operation, especially in regard to Occupationa l Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination.

• Work or have worked in a supervisory or office support position • Implement a range of tasks, e.g. customer service, workplace health and safety • Coach and mentor other workers within the organisation

You may have other business skills that can also be used to get recognition in additional units towards a Certificate IV in Business Administration. If you are doing these roles in your job then don’t write off your skills – consider getting them recognised.



Advice for Candidates (Continued) Tips and hints to help you show your skills for recognition In order to have skills formally recognised in a national system, assessors must make sure you have the skill to the industry standard. This means you must be involved in a careful and comprehensive process that really covers the content of all of the units or qualifications you can be recognised for. Your skills and experience from the past 2 years are the most important in the assessment because these show you are current in the industry. Assessment can happen in a variety of ways. Being prepared can save you lots of time and hassle. Here are some tips and hints to prepare for a recognition process. 1. Be prepared to talk about your job roles and your work history. Bring along

your résumé or jot down a few points about where you have worked, either paid or unpaid, and what you did there.

2. Bring your position description and any performance appraisals you have

from the businesses you have worked in 3. Consider the possibilities for workplace contact. Are you in a workplace that is

supporting your goals to get qualified? Would you feel comfortable to have the assessor contact your workplace so your skills can be validated?

4. Think about who can confirm your skill level. Think about current or recent

supervisors who have seen you work in the past 18 months and will be able to confirm your skills. We will need to contact them. You may also have other contacts who can vouch for your skill level.

5. Collect any certificates from in-house training or formal training you have done

in the past. 6. You can speak with the training organisation about other ways you can show

your skills in business. These could be letters from employers, records of your professional development sessions, employers or clients in business, acknowledgements, workplace forms (as long as they don’t show client details) or other relevant documents.

7. On the following pages you will find snapshots N of units of competency

that are in the qualification you are seeking to be recognised in. These will help you to get an idea about where your skills could fit. You can get full details of any unit from your training provider or from the National Training Information Service (NTIS) website http://www.ntis.gov.au.



Advice for Candidates (Continued) Snapshots of some units of competency BSBCMN403A Establish Business Networks This unit covers the skills and knowledge required to develop and maintain effective workplace relationships and networks. It covers the activities of communication and representation. This unit is related to BSBFLM303A Contribute to effective workplace relationships. • Negotiating solutions between groups and individuals • Identifying opportunities for networking • Presenting information in a variety of formats to a range of audiences • Establishing, creating and participating in networks • Maintaining records of relevant contacts • Evaluating promotional strategies.

You can get more information about the other skills and knowledge, the industry standard and evidence required to be competent in this unit from your training provider. BSBCMN405A Analyse and present research information This unit covers the skills and knowledge required to gather, organise and present workplace information using available systems. This unit is related to BSBCMN305A Organise workplace information and BSBCMN306A Produce business documents.

• Presenting information and data • Maintaining and handling data and documents systematically • Reviewing data for relevance and accuracy • Analysing and interpreting data to support organisational activities • Distributing information in an effective manner to gain access to a wider

audience • Clarifying assumptions to assess validity of conclusions .

You can get more information about the other skills and knowledge, the industry standard and evidence required to be competent in this unit from your training provider.

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BSBCMN408A Report on financial activity This unit covers the reporting of financial activity for business both in response to client requests and to meet statutory requirements such as the completion of statutory requirement reports. This unit is related to BSBCMN308A Maintain financial records. • Organising financial data to highlight relevant features • Presenting of information in comprehensive formats • Completing of Business Activity Statements • Interpreting and identifying applications of statutory requirements • Referring discrepancies outside scope of own responsibility to the appropriate

persons You can get more information about the other skills and knowledge, the industry standard and evidence required to be competent in this unit from your training provider. BSBCMN410A Co-ordinate the Implementation of customer service strategies This unit covers the skills and knowledge required to advise on, and carry out customer service strategies, and evaluate customer strategies on the basis of feedback and design strategies for improvement. This unit is related to BSBCMN310A Deliver and monitor a service to customers. • Identifying needs and priorities of the organisation in delivering services to

customers • Distinguishing between different levels of customer satisfaction • Providing constructive advice on customer service practices • Responding to and reporting on customer feedback • Designing strategies to improve delivery of products and services. You can get more information about the other skills and knowledge, the industry standard and evidence required to be competent in this unit from your training provider. BSBCMN411A Monitor a safe workplace This unit is concerned with OHS responsibilities of employees with supervisory responsibilities to implement and monitor the organisation's Occupational Health and Safety policies, procedures and programs in the relevant work area to meet legislative requirements. This unit has been adapted from Generic Competency B in the National Guidelines for Integrating Occupational Health and Safety Competencies into National Industry Competency Standards [NOHSC:7025 (1998) 2nd edition]. This unit is related to BSBCMN311A Maintain workplace safety

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BSBCMN411A Monitor a safe workplace (Continued) • • Apply organisational management systems and procedures to occupational

health & safety within work group area. • Identify and comply with occupational health and safety legal and organisational

requirements. • Apply procedures for Identifying hazards in the work area. • Apply procedures for assessing and controlling risks to health & safety associated

with those hazards, in accordance with the hierarchy of control. • Provide specific, clear and accurate information and advice on workplace hazards

to work group. • Provide appropriate supervision of work group. You can get more information about the other skills and knowledge, the industry standard and evidence required to be competent in this unit from your training provider. BSBCMN412A Promote innovation and change This unit covers the skills and knowledge required to promote the use and implementation of innovative work practices to effect change. This unit is related to BSBCMN312A Support innovation and change.

• Analyse and evaluate problems associated with change • Develop processes to introduce change • Establish plans and schedules to achieve the objectives of change • Present information on the causes and introduction of the change • Communicate priorities, goals and objectives • Gather evidence on the effect of change

You can get more information about the other skills and knowledge, the industry standard and evidence required to be competent in this unit from your training provider. BSBCMN413A Implement and monitor environmental policies This unit covers the implementation and monitoring of the organisation's environmental policies and procedures as an integral part of the organisation's business program. Those who work or who expect to work in a supervisory capacity would be advised to undertake this unit. It could also be useful for small business. This unit is related to BSBCMN313A Maintain environmental procedures and BSBMGT506A Manage environmental performance. Consider co-assessment with BSBCMN411A Monitor a safe workplace. • Provide information to the work team • Implement and monitor operational procedures • Implement and monitor change and continuous improvement • Implement and monitor recording procedures • Implement and monitor an environmental management training program

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You can get more information about the other skills and knowledge, the industry standard and evidence required to be competent in this unit from your training provider. BSBMKG402A Analyse customer behaviour for specific markets This unit covers analysis of consumer behaviour to enable marketing to be targeted to specific markets and specific needs. Consider co-assessment with BSBMKG401A Profile the market, BSBMKG403A Analyse market data and BSBMKG404A Forecast market and business needs. • • Confirm product/services market • Assess the reasons for existing levels of consumer interest • Recommend a focus of appeal for marketing strategies for a product or service. You can get more information about the other skills and knowledge, the industry standard and evidence required to be competent in this unit from your training provider. BSBMKG403A Analyse market data This unit covers analysis of market data to assist in targeting marketing activities and drawing up a marketing plan. This unit is related to BSBMKG301A Research the market. Consider co-assessment with BSBMKG401A Profile the market, BSBMKG402A Analyse consumer behaviour for specific markets, and BSBMKG404A Forecast market and business needs • Interpret trends and market developments • Interpret competitor market performance • Report on market data • Reasons for conclusions drawn form interpretation of data • Knowledge of statistical techniques and elementary probability concepts You can get more information about the other skills and knowledge, the industry standard and evidence required to be competent in this unit from your training provider. BSBSBM401A Establish business and legal requirements The unit involves identifying and complying with business legal and administrative requirements. It is suitable for setting up or existing micro and small businesses or a department in a larger organisation. This unit is related to BSBSBM404A Undertake business planning • The capacity to implement a systematic approach to identifying, managing and

meeting legal business requirements and • Interpreting compliance data and formulating appropriate action. You can get more information about the other skills and knowledge, the industry standard and evidence required to be competent in this unit from your training provider.

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BSBFLM403B Implement effective workplace relationships This unit specifies the outcomes required to collect, analyse and communicate information and to use that information to develop and maintain effective working relationships and networks, with particular regard to communication and representation. • A person who demonstrates competence in this unit must be able to: • Access, analyse and communicate information and ideas to develop and maintain

positive internal and external work relationships; • Develop trust and confidence within the work team; • Develop and maintain networks;

• Resolve problems and conflicts effectively and efficiently You can get more information about the other skills and knowledge, the industry standard and evidence required to be competent in this unit from your training provider.

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Part E- Assessment record [Sections 1-6 must be completed. Assessment tool/s must be attached for reference] Section 1- Candidate and RTO details Registered Training Organisation details: Name of training organisation:

Vocational area/areas relevant to this assessment:

Address of training organisation:

Contact numbers:

Responsible staff member/s details: Name of key contacts:

Role of key contact/s:

Contact numbers:

Candidate details:

Name

Student number

Contact number



Client service tracking (complete as assessment progresses)

Date Service (initial contact,

interview, work visit, feedback etc)

Comment/ plan Staff member



Section 2- Candidate’s goals and negotiated assessment plan Candidate name

Candidate contact details

Assessor name

Assessor signature

Date of assessment

Date

Career Goal

Unit of competency connections

Tools, evidence confirmation

options Relevant experiences

Relevant documents available

Qualification selected Recognition plan

Next point of contact Approximate finalisation date



Section 3- Assessment Summary (Include further pages as required)

Unit Code Key issues (as identified in tool)

Assessment method used

Authentication method used

Codes for assessment summary Assessment methods OB – observation Q – Questioning W – work sample sighted D – documents sighted Authentication methods S – confirmed by supervisor C – confirmed by clients OD – original documents sighted Notes from actual assessment must be attached



Section 4- Evidence and judgement record of assessment (Include further pages as required) Unit code

1 Interview notes – specify relevance to judgement (see tool for questions and focus of assessment) Assessor’s Name: ________________________ Assessor’s Signature: _____________________



Unit code 2 Notes on observation/demonstration (specify relevance to judgement) Assessor’s Name: ____________________________ Assessor’s Signature: ________________________ 3 Documents used (specify relevance to judgement)

Assessor’s Name: _____________________________ Assessor’s Signature: __________________________

4 Authentication methods (see attached for contact details)

5 Overall assessment comments

Result:____________________ Date: _________________ Assessor’s Name: ______________________ Assessor’s Signature: ___________________ Feedback to client: Appeal information:



Section 5- Authentication (Complete as relevant. Include further pages as required) Name and role of supervisor:

Contact details of supervisor:

Time spent supervising candidate:

Units applicable: Notes on authentication: Assessor’s Name: ____________________________ Assessor’s Signature: _________________________ Date: ______________ Name and role of manager:

Contact details of manager:

Time spent supervising/observing candidate:

Units applicable: Assessor’s Name: Assessor’s Signature: Date: Contact details of client: Units applicable Notes on client supporting evidence for authentication: Assessor’s Name: Assessor’s Signature: Date: Other means of authentication (please provide details of method and applicable units) Assessor’s Name: Assessor’s Signature: Date



Mock Example of assessment record Section 1- Candidate and RTO details Registered training organisation details Name of training organisation: ABC Training

Vocational area/areas relevant to this assessment:

Address of training organisation: 123 Hostel Ave Queensland 4444

Contact numbers: 3826 9876

Responsible staff member/s details: Name of key contacts: Amanda Assessor, Susan

Supervisor Role of key contact/s: Feedback and reporting on

work performance Contact numbers: 3826 6789

Candidate details Name: Camilla Computer

Address: 2 Railway Lane Loganlea

Contact numbers: 3826 5666



Client service tracking (complete as assessment progresses) Date Service (initial contact,

interview, work visit, feedback etc)

Comment/ plan Staff member

3/4/04 Phone contact Discussed goals and assessment plan. Information kit sent. Date for discussion at workplace 12/4/04 at 1000hrs

12/4/04 On site interview, observations and contact with supervisor

Notes taken, additional interview with candidate set for 15/4/04 1200hrs

13/4/04 Phone interview with previous supervisor

See notes

15/4/04 Clarification of some units with candidate

As per notes

20/4/04 Feedback to candidate re RPL progress

RPL for units granted. Remaining units to be completed fully.

21/4/04 Record file updated, results issued



Section 2- Candidate’s goals and negotiated assessment plan Candidate name Camilla Computer Candidate contact details 3826 5666 Assessor name Amanda Assessor Assessor signature A Assessor

Date of assessment 12/04/04 Date 12/4/04

Career Goal To gain official recognition for a Diploma in Business Administration after working in this area for 15 years at AIN. Has some interest in learning about management principles in future

Unit of competency connections

Tools, evidence confirmation options

Relevant experience 2 years as office assistant at Loganlea Enterprises 13 years at current employment – Meadowbrook Business Consultants Workplace Health and Safety representative at current employer for past four years.

Relevant documents available In-service record – Successful meetings Advanced business writing Handling conflict Complex computer operations Train the trainer TAFE Competency ADM405A (Photocopies of attendance attached)

BSBADM405A BSBADM406A BSBADM502A BSBADM503A BSBADM506A BSBMGT506A

Interview with candidate On site work visit can be arranged On site supervisor supportive and available to confirm skills pre or post interview Existing work records available for viewing

Qualification selected Diploma in Business Administration Recognition plan Prefers to discuss and demonstrate skills in face to face situation. Workplace discussion 12/4/04. Employer supportive.

Next point of contact Workplace visit planned for 25/5/04 Approximate finalisation date Expected 1/6/04 provided workplace visit and other evidence collection is completed



Section 3- Assessment Summary (Include further pages as required) Unit Code Key issues (as identified in

tool) Assessment method used

Authentication method used

BSBADM502A Understanding of relevant legislation from all levels of government that affects business operation (e.g. OHS, anti-discrimination, industrial relations

Q S

Knowledge of conventions and procedures for both formal and informal meetings

Q

Delegation of tasks to staff with relevant skills

Q, OB, D, W S C

Manage meetings

Candidate must be able to provide specific workplace examples of managing meetings

Q, D, W S

Job role must be sufficiently autonomous to provide opportunities to manage meetings

Q, OB S

BSBADM503A Plan and manage conferences

Understanding of relevant legislation from all levels of government that affects business operation (e.g. OHS, anti-discrimination, industrial relations

Q S

Knowledge of organisational procedure and protocols for organising conferences

Q S

Use of appropriate software to plan and manage conference arrangements

Q, OB, D, W S

Candidate must be able to provide specific workplace examples of planning and managing a conference

Q, D, W S

Job role must be sufficiently autonomous to provide opportunities to plan and manage a conference

Q, OB S

Codes for assessment summary Assessment methods - OB – observation Q – Questioning W – work sample sighted D – documents sighted Authentication methods - S – confirmed by supervisor C – confirmed by clients



Notes from actual assessment must be attached

Eeeezy RPL BSB40101 Certificate IV in Business


Appendix A

BSBCMN403A Establish Business Networks Key issues/expectations – (i.e. what does this competency look like in action)

• Negotiating solutions between groups and individuals • Identifying opportunities for networking • Presenting information in a variety of formats to a range of audiences • Establishing, creating and participating in networks • Maintaining records of relevant contacts • Evaluating promotional strategies Key risk areas Risk to client – inability to communicate effectively in providing relevant information Risk to employer – inability to effectively communicate, build relationships and develop networks. Connections with other units

Course Direct credit granted

Significantly addresses

Co-Assess with the following units Comments

BSBFLM503B

Manage workplace relationships

BSBFLM403B Establish workplace relationships

BSBFLM412A Promote team effectiveness

BSBCMN403A Establish Business networks

If any of the units in this column have been completed Cross Credits should be applied in lieu of RPL.

If any of the units in this column have been completed Cross Credits may be applied in lieu of RPL, after gap analysis has taken place.



RPL TOOL Participant details:

Name

Student number

Contact number

Discuss the following with the candidate in relation to work planning and improving work performance:

• work experience in the last five years

• training completed. (Complete the following tables if relevant.) WORK EXPERIENCE (last 5 years) relevant to work planning and improving work performance

Organisation Position held Duties Dates

Training (other study, workshops, in house training) relevant to work planning and improving work performance

Type of training Date completed

Note: Evidence of training (e.g. Statement of Attendance/Attainment) should be provided by candidate and verified by assessor or justice of the peace.



Questioning BSBCMN403A Maintain Business Networks

Tick if candidate is

able to demonstrate competence

Question Key points to guide conversation Details of candidate’s response

Key area 1: Negotiating with groups/individuals to achieve positive outcomes

q What negotiating skills do you use in the workplace?

• Assertiveness • Collaboration • Solution designing • Confidence building • Conflict reduction • Stress management • Empathising

q What forms of groups or individuals to you negotiate solutions with?

• Work team • Suppliers • Other organisations • Committees • Internal/external customers • Government agencies • Professional/occupational associations • Project specific ad hoc • Consultative/reference groups • Advisory committees • Lobby groups • Local inter-agency groups • Specific interest or support groups

q What types of skills do you require to effectively negotiate?

• Communication skills • Leadership skills • Negotiation skills • Evaluation skills • Problem solving skills • Networking skills






Key area 2: Identifying opportunities for networking?

q What types of networking strategies do you use in your workplace?

• Conference participation • Seminar attendance • Association memberships • Maintain regular contact • Individual marketing • Distribution of materials

q What opportunities arise in your workplace that promotes networking?

• Work team • Suppliers • Other organisations • Committees • Internal/external customers • Government agencies • Professional/occupational associations • Project specific ad hoc • Consultative/reference groups • Advisory committees • Lobby groups • Local inter-agency groups • Specific interest or support groups



Tick if

candidate is able to

demonstrate competence

Question Key points to guide conversation Details of candidates responses

Key area 3: Presenting information in a variety of formats to a range of audiences?

q What must you consider when presenting information?

• Accuracy and sufficiency of information • Benefits to organisation • Impact of message • Use of media • Liaison with networks • Appropriateness of audience • Participation of competitors

q What types of information do you present in the workplace?

• Goals, objectives, plans, systems and processes

• Ethical standards • Occupational Health and Safety policies,

procedures and programs • Quality and continuous improvement

processes and standards • Defined resource parameters • Marketing plan

q What must you consider when presenting to a range of audiences?

• Access and equity principles and practice

• Ethical standards • Impact of message • Use of media • Appropriateness of audience






Key area 4: Establishing, creating and participating in networks.

q What networks do you currently participate in?

• Conference participation • Seminar attendance • Association memberships • Work team • Suppliers • Other organisations • Committees • Government agencies • Professional/occupational associations • Project specific ad hoc • Consultative/reference groups • Advisory committees • Lobby groups • Local inter-agency groups • Specific interest or support groups



q Explain how you have established and/or created these networks?

• Building relationships of trust • Effective communication in relation

to listening, questioning and non-verbal communication

• Facilitating mutually acceptable outcomes

• Principles and operations of networks

• Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

• Maintain regular contact • Individual marketing • Distribution of materials



Tick if




Key area 5: Maintaining records of relevant contacts

q What legal implications are associated with keeping records of relevant contacts?

• Award and enterprise agreements and relevant industrial instruments

• Relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

• Relevant industry codes of practice

q What organisational requirements are needed to maintain relevant contacts?

• Knowledge of the organisation's policies, plans and procedures

• Collecting, organising and evaluating information

• Business technology in the workplace



Tick if




Key area 6: Evaluating promotional strategies in your workplace?

q What promotional strategies do you have in the workplace?

• Quality assurances and/or procedures manuals

• Goals, objectives, plans, systems and processes

• Quality and continuous improvement processes and standards

• Defined resource parameters • Marketing plan

q What ways can feedback help evaluate promotional strategies in the workplace?

• Accuracy and sufficiency of information • Benefits to organisation • Impact of message • Use of media • Liaison with networks • Appropriateness of audience • Participation of competitors



Observation checklist BSBCMN403A Establish business networks



Task Comment

Key area 1: Effectively negotiate solutions between groups and individuals.

q

Working within organisation plans, goals, objectives,

Workplace health and safety Assertiveness Collaboration Solution designing Confidence building Conflict reduction Stress management Empathising Other (Specify)

Key area 2: Effectively identify opportunities for networking.

q

Conference participation Seminar attendance Association memberships Maintain regular contact Individual marketing Distribution of materials

Key area 3: Effectively presents information in a variety of formats to a range of audiences.

q

Goals, objectives, plans, systems and processes Ethical standards Occupational Health and Safety policies, procedures and programs Quality and continuous improvement processes and standards Defined resource parameters Marketing plan



Key area 4: Demonstrate how you establish, create and participate in networks

q

• Building relationships of trust • Effective communication in

relation to listening, questioning and non-verbal communication

• Facilitating mutually acceptable outcomes

• Principles and operations of networks

Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

Key area 5: Demonstrate how you record relevant contacts

q

Use of business technology Diaries Address books

Key area 6: Demonstrate how you evaluate promotional strategies in your workplace

q

Accuracy and sufficiency of information Benefits to organisation Impact of message Use of media Liaison with networks Appropriateness of audience Participation of competitors

Eeeezy RPL Kit– BSB40101 Certificate IV in Business


Ask the candidate to provide a range of supplementary evidence to further support their RPL assessment from the following: Note: Evidence list may need to be modified after questioning candidate and obtaining a clearer concept of their work environment. Supplementary evidence BSBCMN403A Establish business networks



Document Comment

Key area 1: Negotiating solutions between groups and individuals

q Committee minutes

q Performance report

q Other (Specify)

Key area 2: Identify opportunities for networking.

q Professional development

q Training plan

q Other (Specify)

Key area 3: Presenting information in a variety of formats to a range of audiences.

q Marketing plan / power point

q Induction / notes

q Other (Specify)




q Committee minutes

q Diary contacts

q Other (Specify)

Key area 5: Maintaining records of relevant contacts.

q Diary

q Computer software

q Other (Specify) e.g. Mobile phone

Key area 6: Evaluating promotional strategies.

q Team minutes

q Operational report

q Other (Specify)



Checking for authenticity Third party checking will be crucial for assuring the assessors that the skills and knowledge demonstrated through the questioning and observation can be confirmed to the required level by those who observed the candidate over time. Testimonials/ references including phone interview with current or recent supervisors will need to be gathered/conducted to confirm competence. Third party evidence

BSBCMN403A Establish business networks

Tick if candidate’s competence is confirmed

Key area 1: Negotiating solutions between groups and individuals

q

Candidate:

• works within organisation plans

• demonstrates assertiveness, stress management, leadership

• uses negotiating skills

Key area 2: Identifying opportunities for networking.

q

Candidate:

• identifies with different groups

• participates in seminars, conferences

• networks with professional associations, suppliers, competitors

Key area 3: Presenting information in a variety of formats to a range of audiences.

q

Candidate:

• presents information

• provides feedback

• consults with others


q

Candidate:

• effectively participates in networks

• shares, evaluates and acquires information

• communicates effectively

Key area 5: Maintains records of relevant contacts.

q

Candidate:

• effectively records relevant contacts

• effectively uses business technology

• keeps relevant contacts current




q

Candidate:

• attends meetings

• promotes new networks

• shares network opportunities Name of person confirming candidate’s competence

Relationship to candidate and name of organisation

Date of interview

Signature (if relevant)



Appendix B

BSBCMN405A Analyse and present research information. Key issues/expectations – (i.e. what does this competency look like in action)

• Presenting information and data • Maintaining and handling data and documents systematically • Reviewing data for relevance and accuracy • Analysing and interpreting data to support organisational activities • Distributing information in an effective manner to gain access to a wider

audience • Clarifying assumptions to assess validity of conclusions

Key risk areas • Risk to client – inability to research analyse and present information in a

constructive manner. • Organisational standards not met – legal and ethical implications • Ethical standards not met – biased presentation, business risk • Inadequate breadth or depth of research – business risk Connections with other units



Co-assess with the following

units Comments

BSBCMN405A Analyse and present research information



This unit can be co-assessed with a range of units where research may be required, at the discretion of the assessor




Name

Student number

Contact number







Note: Evidence of training (e.g. Statement of Attendance/Attainment) should be provided by candidate and verified by assessor or justice of the peace..



Questioning: BSBCMN405A Analyse and present research information




Key area 1: Presenting information and data. (Element 3: Present information)

q What do you need to take into consideration when deciding how to present information?

• Audience • Environment • Organisational culture • Business technology • Information relevance

q

How is information normally presented in your organisation? Which of these methods have you used?

• Reports • PowerPoint presentations • Memoranda • One on one presentations • Steering committee • Other



Key area 2: Maintaining and handling data and documents systematically (Element 2: Gather and organise information)

q

How are research objectives identified and defined to ensure that they are consistent with organisational requirements?

• Problem definition • Research proposal • Steering committee • Hypothesis • Organisational needs

q Discuss the sources of information / data you have utilises in your research.

• Qualitative • Quantitative • Primary data • Secondary data

q Discuss the types of research methods that you have used.

• Interviews with colleagues/customers • Recruitment applications and other forms • Information from other organisations • Previous file records • Observation and listening • Checking written material including referrals

and client files • Questioning (in person or indirect) • Individual research • Checking research provided by others



Key area 3: Reviewing data for relevance and accuracy (Element 2: Research and analyse information) Key area 4: Analysing and interpreting data to support organisational activities (Element 2: Research and analyse information) Key area 6: Clarifying assumptions to assess validity of conclusions (Element 2: Research and analyse information)

q What ethical issues are involved when collecting and reviewing information / data?

• Rights and responsibilities of concerned parties

o Privacy o Truthful o Deception o The right to be informed

• Rights and obligations of the researcher o Objectivity o Misrepresentation o Protection of confidentiality o Faulty conclusions o Competition

• Respecting the contribution of all participants and giving credit for achievements

• Consultation methods, techniques and protocols

• Appropriate research strategies • Reliability and objectivity of data analysis • Providing feedback • Conflict management

q Discuss the methods used to evaluate and review information?

• Fair and ethical practice • Non-discriminatory processes and activities • Validity • Reliability • Other



Key area 5: Distributing information in an effective manner to gain access to a wider audience (Element 3: Present information)

q

Discuss a number of communication techniques and business technologies that may be used? What are the advantages and disadvantages of each technique or technology?

• Presentation report etc. • Computer, fax, phone, focus groups,

intranet



Demonstration Works effectively within the organisational requirements in the research, analysis and presentation of information, in consultation with designated individuals and groups. Observation checklist BSBCMN405A Analyse and present research information



Task Comment


q

Demonstration of ability to present information that has been researched and analysed by themselves, taking into account • Audience • Environment • Organisational culture • Business technology • Information relevance • Presentation media (eg PowerPoint,

report, memoranda etc) • Other (Specify)


q Demonstrate an ability to interpret a research proposal in a business environment.

q

Demonstrate ability to identify a range of research resources, and demonstrate a variety of methods of obtaining this information e.g. • Qualitative • Quantitative • Primary data • Secondary data • Interviews with colleagues/customers • Recruitment applications and other

forms • Information from other organisations • Previous file records • Observation and listening • Checking written material including

referrals and client files • Questioning (in person or indirect) • Individual research • Checking research provided by others





Task Comment


q

Demonstrate an understanding of the ethical issues involved when researching and interpreting information. • Rights and responsibilities of

concerned parties o Privacy o Truthful o Deception o The right to be informed

• Rights and obligations of the researcher

o Objectivity o Misrepresentation o Protection of confidentiality o Faulty conclusions o Competition



• Appropriate research strategies • Reliability and objectivity of data

analysis • Providing feedback • Conflict management

q

Demonstrate a range of methods used to analyse and evaluate information • Fair and ethical practice • Non-discriminatory processes and

activities • Validity • Reliability • Other



Tick if



Task Comment


q

Demonstrate ability to utilise suitable communication techniques and business technologies to present information and to understand the advantages and disadvantages of each.



Ask the candidate to provide a range of supplementary evidence to further support their RPL assessment from the following: Note: Evidence list may need to be modified after questioning candidate and obtaining a clearer concept of their work environment. Supplementary evidence BSBCMN405A Analyse and present research information



Document Comment


q Presentation strategy and/or plan


q Other (Specify)


q Research data

q Survey information and or analysis

q Other (Specify)




q Research report

q Research and presentation notes


q Other (Specify)


q Research presentations, reports, memoranda etc.


q Other (Specify)




BSBCMN405A Analyse and present research information



q

Candidate:

• understands how to present information effectively

• understands the organisational needs when presenting information

• uses business technology effectively Key area 2: Maintaining and handling data and documents systematically (Element 2: Gather and organise information)

q

Candidate:

• understands how to identify, define and interpret research objectives

• understands and accesses the variety of information and data required to be accessed during research

• researches a range of resource media effectively Key area 3: Reviewing data for relevance and accuracy (Element 2: Research and analyse information) Key area 4: Analysing and interpreting data to support organisational activities (Element 2: Research and analyse information) Key area 6: Clarifying assumptions to assess validity of conclusions (Element 2: Research and analyse information)

q

Candidate:

• understands the ethical issues involved when collecting and reviewing information / data, and performs research and analysis ethically

• provides constructive feedback

• consults with others

• understands and applies the principles involved in the analysis and review of information




q

Candidate:

• Uses workplace information systems

• Evaluates feedback

• Provides recommendations

• Communicates effectively

• Utilises business technology Name of person confirming candidate’s competence


Date of interview




Appendix C

BSBCMN408A Prepare financial reports. Key issues/expectations – (i.e. what does this competency look like in action)

• Organising financial data to highlight relevant features • Presenting of information in comprehensive formats • Completing of Business Activity Statements • Interpreting and identifying applications of statutory requirements • Referring discrepancies outside scope of own responsibility to the appropriate

persons Key risk areas Risk to client • Inability to identify, distinguish and apply posting rules. • Lack of application of logic • Lack of numeracy skills • Organisational standards not met – financial and legal implications Connections with other units



Co-Assess with the following

units Comments

BSBCMN308A Maintain financial records

BSBCMN408A Prepare financial reports






Name

Student number

Contact number


• Work experience in the last five years

• Training completed. (Complete the following tables if relevant.) WORK EXPERIENCE (last 5 years) relevant to work planning and improving work performance










Key area 1: Organising financial data to highlight relevant features. (Element 1:) Compile financial information and data

q What source documents would you expect to use when preparing accounts?

• Receipts

• Cheques

• Invoices

• Statements

q

Discuss how you would classify these documents when entering them into a journal?

• Chart of accounts • Assets, liabilities, owners equity, revenue,

expenses • Debit and credit



Tick if




Key area 2: Presenting of information in comprehensive formats (Element 1:) Compile financial information and data (Element 2) Prepare statutory requirement reports

q Discuss the steps in the accounting cycle.

• Journal • Ledger • Unadjusted Trial Balance • Adjusted trial balance • Profit and loss statement • Balance sheet • Post closing trial balance • Transfers of balances to Owners Equity

q

What is the purpose of each step in the accounting cycle, and how is information presented differently at each stage?

• Discuss each step in turn



Tick if




Key area 3: Completing of Business Activity Statements (Element 2) Prepare statutory requirement reports

q Discuss the importance of a Business Activity Statement?

• GST • ATO requirements • Frequency of returns

q How is the Business Activity Statement prepared?

• GST on purchases • GST on sales • Non-GST items • Frequency of lodgment



Tick if




q What are the essentials when preparing a Business Activity Statement?

• Use black pen. • Complete the labels where you have

something to report – leave other labels blank.

• Write whole-dollar amounts - don't write cents.

• At the end of each section transfer the amounts to the summary section.

• Calculate the amount you have to pay or expect to receive as a refund.

• Sign the form. • Make your payment by the due date. • Return your signed form to the ATO - even if

you have nothing to report or have already made your payment (unless otherwise directed on the form).

Key area 4: Interpreting and identifying applications of statutory requirements (Element 2) Prepare statutory requirement reports

q

Discuss the accounting reports that need to be prepared and the purpose of each?

• BAS • Profit and loss statement • Balance sheet



Tick if




Key area 5: Referring discrepancies outside scope of own responsibility to the appropriate persons (Element 3:) Prepare financial business recommendations

q

If you have a problem in the preparation of your accounts, how would you resolve it?

• Resolution processes • Understanding of accounting equations • Scope of own responsibility • Recognition of other’s responsibility



RPL Tool Demonstration Demonstrate the reporting of financial activity for business, both in response to client requests and to meet statutory requirements, such as the completion of statutory requirement reports. Observation checklist BSBCMN408A Prepare financial reports



Task Comment

Key area 1: Organising financial data to highlight relevant features

q

Demonstration of ability to organise financial data Source documents Journalising Chart of accounts Other (Specify)

Key area 2: Presenting of information in comprehensive formats

q

Demonstrate ability to present information in a variety of formats. Journals Ledgers Trial Balances Profit and Loss Statements Balance sheets Business activity statements



Tick if



Task Comment

Key area 3: Completing of Business Activity Statements

q

Demonstrate ability in preparing business activity statements Use black pen. Complete the labels where you have something to report – leave other labels blank. Write whole-dollar amounts - don't write cents. At the end of each section transfer the amounts to the summary section. Calculate the amount you have to pay or expect to receive as a refund. Sign the form. Make your payment by the due date. Return your signed form to us - even if you have nothing to report or have already made your payment (unless otherwise directed on the form).

Key area 4: Interpreting and identifying applications of statutory requirements

q

Demonstrate ability to use accounting reports. Business Activity Statements Profit and Loss Statements Balance Sheets



Tick if



Task Comment

Key area 5: Referring discrepancies outside scope of own responsibility to the appropriate persons

q

Demonstrate ability to resolve discrepancies. Accounting equations Debit and Credit Resolution processes e.g. ‘Halving’ Referral processes



Ask the candidate to provide a range of supplementary evidence to further support their RPL assessment from the following: Note: Evidence list may need to be modified after questioning candidate and obtaining a clearer concept of their work environment. Supplementary evidence BSBCMN408A Prepare financial reports



Document Comment


q Chart of accounts

q Journal

q Other (Specify)


q Journals

q Ledgers

q Trial balances

q Profit and Loss Statement

q Balance sheet

q Business Activity Statement

q Other (Specify)





Document Comment

Key area 3: Completing of Business Activity Statements

q Record of processes used

q Completed statements

q Other (Specify)


q Interpret sample reports

q Other (Specify)


q Identify sample discrepancies

q Other (Specify)


© State of Queensland (Department of Employment & Training) 2004 Version 1: November 2004


BSBCMN408A Prepare financial reports



q

Candidate: • Collects financial data, evaluates and codes it to ensure consistency,

quality and accuracy in accordance with organisational requirements • Compiles analysis of source documents in accordance with

organisational conversion and consolidation procedures • Makes asset and liability valuations, records and discloses them in

accordance with organisational requirements • Identifies discrepancies, unusual features or queries, resolves them or

refers them to the appropriate authority


q

Candidate: • Records income and expenditure correctly to ensure compliance with

statutory requirements • Calculates liabilities for tax in accordance with current legislation and

revenue gathering practices • Identifies relevant receipts, revenue documentation and payments

correctly • Prepares statements and claims to take full advantage of available

benefits and allowances in accordance with statutory requirements • Submits statutory requirement reports to appropriate authorities within

stated deadlines Key area 3: Completing of Business Activity Statements

q

Candidate: • Calculates liabilities for tax in accordance with current legislation and

revenue gathering practices • Prepares statements and claims to take full advantage of available

benefits and allowances in accordance with statutory requirements • Submits statutory requirement reports to appropriate authorities within

stated deadlines



Tick if



Document Comment


q

Candidate: • Logically derives recommendations and supports them by evidence in

report • Proposes constructive actions to enhance the effectiveness and efficacy

of functions and services • Makes concise recommendations that facilitate the direction and control

of the organisation's operations • Identifies significant issues in statements including comparative financial

performances are identified and prioritised for review and decision-making

• Structure and format of prepared reports are clear and conform to organisational and statutory requirements


q

Candidate: • Identifies significant issues in statements including comparative financial

performances are identified and prioritised for review and decision-making

• Identifies discrepancies, unusual features or queries, resolves them or refers them to the appropriate authority

Name of person confirming candidate’s competence


Date of interview




Appendix D

BSBCMN410A Co-ordinate the Implementation of customer service strategies. Key issues/expectations – (i.e. what does this competency look like in action)

• Identifying needs and priorities of the organisation in delivering services to

customers • Distinguishing between different levels of customer satisfaction • Providing constructive advice on customer service practices • Responding to and reporting on customer feedback • Designing strategies to improve delivery of products and services Key risk areas Risk to client – inability to identify, distinguish and provide customer service and respond in a constructive manner. • Organisational standards not met – legal and ethical implications Connections with other units




units Comments

BSACOM502B Coordinate client service to promote enterprise products and services

WRRCS4B Coordinate interaction with customers

BSBFLM406B Implement workplace information systems

FLM7.4 Manage quality customer service


BSBFLM507A Manage quality customer service strategies

BSBCMN411A Monitor a safe workplace

BSBCMN410A Coordinate the implementation of customer service strategies

BSBFLM409B Implement continuous improvement




Name

Student number

Contact number










Questioning: BSBCMN410A Co-ordinate the Implementation of customer service strategies




Key area 1: Identify needs and priorities of the organisation in delivering services to customers. (Element 1: Advise on customer service needs)

q

What do you need to take into consideration when advising management about customer service needs?

• Communication techniques

• Problem solving / customer assessment

• Business technology

• Information relevance

q Discuss how you clarify and accurately assess customer service needs?

• Analysing customer satisfaction surveys

• Conducting interview

• Questioning

• Summarising and paraphrasing

• Seeking feedback to gain understanding • Making recommendations

q

Discuss a number of communication techniques and business technologies that may be used?


• Computer, fax, phone, focus groups,






q

How do you apply problem solving skills in meeting customer service needs, organisational requirements and provide relevant and constructive advise in promoting strategies?

• Conducting interviews

• Questioning

• OHS policy, procedure

• Confidentiality and security

• Anti-discrimination other policy

• Access and equity • Ethical standards

Key area 2: Distinguish bet ween different levels of customer satisfaction (Element 2: Support implementation of customer service strategies)

q Discuss what you have done to support the implementation of customer service strategies.

• Replacement & refund policy • Payment & delivery options

q

How do you use a consultative approach to promoting and implementing service strategies?








q

Explain how you would develop coaching and mentoring strategies in developing complaint procedures?

• Providing encouragement • Providing feedback to another team member • Conflict management techniques

q

Outline resource constraints and parameters and the organisational requirements involved with implementing strategies?

• Quality and continuous improvement • Defined resource parameters • Pricing & discount policies

Key area 3: Provide constructive advice on customer service practices (Element 3: Evaluate and report on customer service)

q Discuss the importance of evaluating and reporting on customer service?

• Fair and ethical practice • Non-discriminatory processes and activities • Presenting and promoting a positive image

of the collective group

q

What systems, records and reporting processes do you currently use to identify customer satisfaction?

• Referrals to supervisors • Review of products / services • Analysing customer satisfaction surveys • Complaints form






q

What conclusions and recommendations can you provide to constructively develop future directions in customer service

• Delivery times • Price offers • Product / service availability • Product / refund guarantees • Merchandise characteristics • Courtesy / politeness

Key area 4: Responding to and reporting on customer feedback

q

How do you review client satisfaction with service delivery using verifiable data in accordance with organisational requirements?

• analysing customer satisfaction surveys • conducting interviews • questioning • summarising and paraphrasing • seeking feedback to confirm understanding • obtaining management decisions • analysing quality assurance data • quality assurances and/or procedures

manuals • goals, objectives, plans, systems and

processes • legal and organisational policy/guidelines

and requirements • Occupational Health and Safety policies,

procedures and programs • confidentiality and security requirements






q

How do you report identified changes, conclusions and recommendations necessary to maintain service standards to designated groups and individuals?

• consultation methods, techniques and protocols

• making recommendations • written reports • memos • organisational policy • formal and informal networks • team meetings • management meetings • supervisor • customers • colleagues • external organisation • committee • line management

q

What systems, records are maintained to compare changes in customer satisfaction?

• organisational policy • business technology • filing systems • data base • external consultants

Key area 5: Designing strategies to improve delivery of products and services

q

Explain how customer service strategies and opportunities are promoted to designated individuals and groups?

• consultation methods, techniques and protocols

• quality assurances and/or procedures manuals

• coaching and mentoring • meetings, memos






q How are budget resources identified and allocated to fulfil customer service strategies?

• defined resource parameters • who is responsible for products or services • pricing and discount policies • replacement and refund policy and

procedures • payment and delivery options • price offers • product/service availability • product/refund guarantees

q

What procedures to resolve customer difficulties and complaints are actioned within organisational requirements?

• using conflict management techniques • refund of monies • item replacement • referrals to supervisor • review of products or services • external agencies (eg Ombudsman)

q

How is coaching and mentoring assistance provided to colleagues to overcome difficulties in meeting customer service standards?

• providing feedback to another team member

• fair and ethical practice • non-discriminatory processes and activities • respecting the contribution of all

participants and giving credit for achievements

• presenting and promoting a positive image of the collective group

• problem solving • providing encouragement



Demonstration Works efficiently within the organisational requirements in identifying, providing and evaluating customer service strategies appropriate to the level of satisfaction required in consultation with designated individuals and groups. Observation checklist BSBCMN410A Coordinate customer service strategies



Task Comment

Key area 1: Identify needs and priorities of the organisation in delivering services to customers.

q

Demonstration of ability to identify and prioritise the needs of the organisation in delivering customer service Working within organisation plans, goals, objectives, Workplace health and safety Delivery times Price offers Product / service availability Product / refund guarantees Merchandise characteristics Business technology Other (Specify)

Key area 2: Distinguish between different levels of customer satisfaction.

q

Demonstrate ability to discern different levels of customer satisfaction. Internal / external customers Other agencies Individual members of the organisation Corporate customers Individual members of the public Analysing customer satisfaction surveys Conducting interview Questioning Consultation methods, techniques and

protocols



Key area 3: Provide constructive advice on customer service practices

q

Demonstrate ability in providing constructive advice through mentoring and coaching. Conflict management techniques Referrals to supervisors Review of products / services Conflict management techniques Referrals to supervisors Review of products / services Consultation methods, techniques and protocols Analysing customer satisfaction surveys Conducting interviews Questioning Summarising and paraphrasing Seeking feedback to gain understanding Making recommendations

Key area 4: Explain how you respond to and report on customer feedback

q

Demonstrate ability to respond to feedback and report outcomes. Courtesy / politeness Consultation methods, techniques and protocols Analysing customer satisfaction surveys Conducting interviews Questioning Summarising and paraphrasing Seeking feedback to gain understanding Making recommendations


q

Promoted customer service strategies and opportunities to designated individuals and groups Identify and allocate available budget resources to fulfil customer service objectives Promptly action procedures to resolve customer difficulties and complaints within organisational requirements Provide coaching and mentoring assistance to colleagues to overcome difficulties in meeting customer service standards Decisions to implement strategies are taken in consultation with designated individuals and groups



Ask the candidate to provide a range of supplementary evidence to further support their RPL assessment from the following: Note: Evidence list may need to be modified after questioning candidate and obtaining a clearer concept of their work environment. Supplementary evidence BSBCMN410A Coordinate customer service strategies



Document Comment


q Operational plan for implementing customer service strategy


q Other (Specify)



q Customer survey

q Other (Specify)

Key area 3: Provide constructive advice on customer service practices


q Training plan

q Other (Specify)



Key area 4: Explain how you respond to and report on customer feedback



q Other (Specify)


q Customer service strategy

q Customer service procedure

q Team minutes




BSBCMN410A Coordinate customer service strategies



q

Candidate:

• understands their work goals and objectives and plans

• prioritises organisational goals

• uses business technology effectively


q

Candidate:

• identifies with different customers

• meets customer satisfaction requirements

• Consults with customers. Key area 3: Provide constructive advice on customer service practices

q

Candidate:

• provides coaching and mentoring

• provides constructive feedback

• consults with others Key area 4: Explain how you respond to and report on customer feedback

q

Candidate:








Candidate: • Promotes customer service strategies and opportunities to designated

individuals and groups • identifies and allocates available budget resources to fulfil customer

service objectives • Promptly actions procedures to resolve customer difficulties and

complaints within organisational requirements • Provides coaching and mentoring assistance to colleagues to overcome

difficulties in meeting customer service standards

• Decisions to implement strategies are taken in consultation with Name of person confirming candidate’s competence


Date of interview

Signatue (if relevant)



Appendix E:

BSBCMN411A Monitor a safe workplace Key issues/expectations – (i.e. what does this competency look like in action) • Apply organisational management systems and procedures to occupational

health & safety within work group area. • Identify and comply with occupational health and safety legal and organisational

requirements. • Apply procedures for Identifying hazards in the work area. • Apply procedures for assessing and controlling risks to health & safety associated

with those hazards, in accordance with the hierarchy of control. • Provide specific, clear and accurate information and advice on workplace hazards

to work group. • Provide appropriate supervision of work group. Key risk areas Risk to client – inability to effectively monitor and implement OHS including hazard identification and risk assessment. • Connections with other units




units Comments

BSBMGT505A

Ensure a safe workplace







Name

Student number

Contact number










Questioning: BSBCMN411A Monitor a safe workplace




Key area 1: Apply organisational management systems and procedures to occupational health & safety within work group area.

q What organisational management systems and procedures do you use?

• Procedures for hazard identification • Procedures for risk assessment,

selection and implementation of risk control measures

• Incident (accident) investigation • OHS audits and safety inspections • Consultative arrangements for

employees in work area • Hazard reporting procedures • Safe operating procedures/instructions • Use & care of personal protective

equipment • Emergency & evacuation procedures • Purchasing policy & procedures • Plant & equipment maintenance & use • Hazardous substances use and storage • Dangerous goods transport & storage • OHS arrangements for on site

contractors, visitors and members of public

• First aid provision/medical practitioner contact & attention

• Site access • Induction






q How do you apply the organisations management systems and procedures?

• Formal and informal meetings • Health and safety committees • Election of health and safety

representatives in accordance with legislative requirements

• Attendance of health and safety representatives at management and OHS planning meetings

• Other committees, for example, planning and purchasing

• Early response to employee suggestions, requests, reports and concerns put forward to management

• Counselling/disciplinary processes



Tick if




Key area 2: Identify and comply with occupational health and safety legal and organisational requirements.

q What are the OHS legal requirements for the organisation?


• Relevant legislation, Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

q What are the organisational requirements for OHS in the workplace?

• Relevant industry codes of practice • Common law duties to meet the general

duty of care requirements • Requirements for the maintenance and

confidentiality of records of occupational injury and disease

• Provision of information, induction and training

• Regulations and approved codes of practice relating to hazards present in work area

• Health and safety representatives and health and safety committees

• Prompt resolution of health and safety issues






q How do you comply with both the legal and organisational requirements for OHS?

• Audit & inspection reports • Workplace environmental monitoring

records • Consultation eg meetings of Health &

Safety Committees, work group meeting agendas including OHS items and actions

• Induction, instruction & training • Manufacturer's and supplier's information

including dangerous goods storage lists • Hazardous substances registers • Plant and equipment maintenance and

testing reports • Workers compensation & rehabilitation

records • First aid/medical post records • Networks



Tick if




Key area 3: Apply procedures for Identifying hazards in the work area.

q What procedures does the organisation use to identify hazards?

• Workplace inspections in area of responsibility

• Consulting work team members • Housekeeping • Occupational health and safety audits

and review of audit reports • Daily informal employee consultation and

regular formal employee meetings • Checking equipment before and during

work. • Review of health and safety records

including hazard reports, hazardous substances and dangerous goods registers, injury records.

q How do you apply these procedures in the workplace?


records • Consultation • Plant and equipment maintenance and

testing reports • Workers compensation & rehabilitation

records • First aid/medical post records • Induction, training






q How do you build commitment in the workplace for all employees to identify hazards?






• Counselling/disciplinary processes • Induction, training



Tick if




Key area 4: Apply procedures for assessing and controlling risks to health & safety associated with those hazards, in accordance with the hierarchy of control.

q What risk assessment procedures/tools are used in the workplace?


• Consulting work team members • Housekeeping • Occupational health and safety audits and

review of audit reports • Daily informal employee consultation and

regular formal employee meetings • Checking equipment before and during work • Review of health and safety records

including hazard reports, hazardous substances and dangerous goods registers, injury records

q What are the hierarchy of controls used in controlling risks?

• Eliminate • Substitute • Engineer • Administrate • Personal protection equipment



q How do you apply risk management tools and controls in the organisation?


records • Consultation • Plant and equipment maintenance and

testing reports • Consequence, severity, likelihood,

perceived and actual risks.

Key area 5: Provide specific, clear and accurate information and advice on workplace hazards to work group.

q How do you provide relevant information to the work group in relation to OHS?







q

What forms of communication, consultation can be used in the workplace to provide specific, clear and accurate information?

• Posters • Booklet, leaflets • Legislative amendments • Memo, noticeboard • Meetings • Induction, training • Presentations • Videos, DVD • Computer, web site



Tick if




Key area 6: Provide appropriate supervision of work group.

q Why should you provide appropriate supervision of the work group?

• Legislative requirements • Organisational requirements • Build commitment • Provide coaching, mentoring, support

q What is ‘duty of care’ in the workplace?

• Employer duty of care o Provide a safe and disease free

environment • Employee duty of care

o Act in a safe manner



RPL Tool

Demonstration Observation checklist




Task Comment


q

• Incident (accident) investigation • OHS audits and safety inspections • Hazard reporting procedures • Safe operating

procedures/instructions • Emergency & evacuation

procedures • OHS arrangements for on site

contractors, visitors and members of public

• First aid provision/medical practitioner contact & attention

• Site access


q


• Relevant legislation, Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

• Relevant industry codes of practice • Common law duties to meet the

general duty of care requirements • Requirements for the maintenance

and confidentiality of records of occupational injury and disease

• Provision of information, induction and training

• Regulations and approved codes of practice relating to hazards present in work area



Tick if



Task Comment

Key area 3: Apply procedures for Identifying hazards in the work area

q


• Consulting work team members • Housekeeping • Occupational health and safety

audits and review of audit reports • Daily informal employee

consultation and regular formal employee meetings

• Checking equipment before and during work.

• Review of health and safety records including hazard reports, hazardous substances and dangerous goods registers, injury records.

Key area 4: Apply procedures for assessing and controlling risks to health & safety associated with those hazards, in accordance with the hierarchy of control

q


• Consulting work team members • Housekeeping • Occupational health and safety

audits and review of audit reports • Daily informal employee

consultation and regular formal employee meetings

• Checking equipment before and during work.

• Review of health and safety records including hazard reports, hazardous substances and dangerous goods registers, injury records.



Tick if



Task Comment

Key area 5: Provide specific, clear and accurate information and advice on workplace hazards to work group

q







Key area 6: Provide appropriate supervision of work group

q


• Consulting work team members • Daily informal employee consultation

and regular formal employee meetings • Checking equipment before and during

work



Ask the candidate to provide a range of supplementary evidence to further support their RPL assessment from the following: Note: Evidence list may need to be modified after questioning candidate and obtaining a clearer concept of their work environment. Supplementary evidence BSBCMN411A Monitor a safe workplace



Document Comment


q Position description

q OHS committee minutes, notes

q Other (Specify)


q Policies, procedures


q Other (Specify)

Key area 3: Apply procedures for Identifying hazards in the work area

q Audit report

q Incident report

q Other (Specify)





Document Comment

Key area 4: Apply procedures for assessing and controlling risks to health & safety associated with those hazards, in accordance with the hierarchy of control

q Audit report

q Incident report

q Other (Specify)

Key area 5: Provide specific, clear and accurate information and advice on workplace hazards to work group.

q Induction program

q Meeting minutes, notes

q Other (Specify)


q Work plan, diary


q Other (Specify)







q

Candidate conducts: • Incident (accident) investigation • OHS audits and safety inspections • Hazard reporting procedures • Safe operating procedures/instructions • Emergency & evacuation procedures • OHS arrangements for on site contractors, visitors and members of public

• First aid provision/medical practitioner contact & attention • Site access


q

Candidate accesses and complies with: • Award and enterprise agreements and relevant industrial instruments • Relevant legislation, Occupational Health and Safety and environmental

issues, equal opportunity, industrial relations and anti-discrimination • Relevant industry codes of practice • Common law duties to meet the general duty of care requirements • Requirements for the maintenance and confidentiality of records of

occupational injury and disease • Provision of information, induction and training

Key area 3: Apply procedures for Identifying hazards in the work area.

q

Candidate conducts: • Workplace inspections in area of responsibility • Housekeeping • Occupational health and safety audits and review of audit reports • Daily informal employee consultation and regular formal employee meetings • Review of health and safety records including hazard reports, hazardous

substances and dangerous goods registers, injury records



Tick if

candidate’s competence is confirmed

Key area 4: Apply procedures for assessing and controlling risks to health & safety associated with those hazards, in accordance with the hierarchy of control.

q

Candidate conducts: • Workplace inspections in area of responsibility • Consulting work team members • Housekeeping • Occupational health and safety audits and review of audit reports • Daily informal employee consultation and regular formal employee meetings • Checking equipment before and during work. • Review of health and safety records including hazard reports, hazardous

substances and dangerous goods registers, injury records. Key area 5: Provide specific, clear and accurate information and advice on workplace hazards to work group.

q

Candidate conducts and attends: • Formal and informal meetings • Health and safety committees • Election of health and safety representatives in accordance with legislative

requirements • Other committees, for example, planning and purchasing • Early response to employee suggestions, requests, reports and concerns

put forward to management • Counselling/disciplinary processes • Induction, training


q

Candidate conducts: • Workplace inspections in area of responsibility • Consultation with work team members • Daily informal employee consultation and regular formal employee meetings • Checking equipment before and during work



Date of interview




Appendix F:

BSBCMN412A Promote innovation and change. Key issues/expectations – (i.e. what does this competency look like in action)

• Analyse and evaluate problems associated with change • Develop processes to introduce change • Establish plans and schedules to achieve the objectives of change • Present information on the causes and introduction of the change • Communicate priorities, goals and objectives • Gather evidence on the effect of change

Key risk areas Risk to client – inability to effectively analyse, evaluate, develop and promote change in the workplace. Connections with other units




units Comments

BSBFLM510A Facilitate innovation and change


BSBCMN402A

Develop work priorities

BSBCMN411A

Maintain workplace health and safety

BSBCMN410A Implement customer service strategies

BSBCMN412A

Promote innovation and change






Name

Student number

Contact number










Questioning: BSBCMN412A Promote innovation and change




Key area 1: Analysing and evaluating problems associated with change.

q What are some of the risk factors associated with change?

• Disturbances to workflow • Confusion/loss of confidence • Cost blow out • Supplier problems • Product/service delivery problems • Time delays

q What are some of the common effects of change and innovation in the workplace?

• Workplace barriers • Cultural barriers • Resource implications • Financial implications • Personal barriers

q

Discuss a number of communication techniques and business technologies that you would use to analyse and evaluate the change process?


• Negotiation skills • Computers, run sheets, control charts • Feedback






q How do you conduct problem solving and solution designing?

• Conducting interviews • Questioning • Brainstorming • Cause and effect • Performance appraisals

Key area 2: Developing processes to introduce change

q Describe the planning process you use in the workplace?

• Consultation • Plan, Do, Check, Act • Types of information

q Describe the process for building commitment to change in the workplace?

• Reasons for change • Motivation • Workplace culture

q Describe the process you use in the workplace to set goals and objectives?

• Participative management • Organisation plans • Relevant legislation






q

What monitoring processes do you put in place when preparing for change?

• Key result areas • Key performance indicators • Quality • Time • Quantity • Waste • Cost

Key area 3: Establishing plans and schedules to achieve the objectives of change

q Explain how you establish a plan?

• Consultation • Commitment • Influence groups • Benefits • PDCA

q

What business systems, records and workplace groups can help with establishing achievable schedules?

• Working parties • Computer software / run sheets • Industry groups





Question Key points to guide conversation Details of candidates response

Key area 4: Presenting information on the causes and introduction of the change

q

What form of media do you use to present information in your workplace?

• Verbal • Reports • Memos • Meetings • Visual presentations

q What types of information do you use to identify forces for change?

• Working parties • Computer software / run sheets • Industry groups • Feedback • Consumer groups • Legislation • Economy






Key area 5: Communicating priorities, goals and objectives.

q

Explain how you communicate priorities, goal and objectives to the workplace?

• Verbal • Reports • Memos • Meetings • Visual presentations • Informal discussions

q Explain why it is important to communicate priorities, goals and objectives?

• Commitment • Understanding • Identify barriers • Build change champions






Key area 6: Gathering evidence on the effect of change.

q

What forms of evidence do you gather on the effects of change?

• Customer surveys • Employee satisfaction • Industrial disputes • Supplier feedback • Productivity measures • Cost savings • Market share data •

q Where do you access the evidence on the effect of change?

• Weekly report • Monthly report • Consultative groups • Occupational health and safety • Union delegates • Financial departments • Public profiles • Business and performance plans



Demonstration Observation checklist BSBCMN412A Promote innovation and change



Task Comment

Key area 1: Analysing and evaluating problems associated with change

q

Understanding of common effects of change and innovation in the workplace Understanding of industrial and organisational context of change Understanding of organisation's policies, plans, procedures and structure Analytical skills for monitoring outcomes of change

Key area 2: Developing processes to introduce change.

q

Change is planned and resourced Timelines and targets for implementation are realistic Goals and objectives of change are communicated clearly and promptly Use of business technology Mentoring and coaching Decision making Problem solving Quality and continuous improvement processes and standards Non-discriminatory processes and activities Monitoring processes Key Result areas



Observation checklist

BSBCMN412A Promote innovation and change



Task Comment


q

Risk factors affecting change are analysed to identify potential constraints Change is planned and resourced to promote the introduction and management of new processes Timelines and targets for implementation are realistic and support the achievement of change Business technology is used to manage and provide access to information on progress towards objectives of change Effective relations and communications are maintained with clients and stakeholders during the process of change


q

Feedback on individual and group work practices is prompt and constructive Benefits of change are clear and consistent with organisational requirements Team members are provided with guidance and coaching on innovation in the workplace Goals and objectives of change are communicated clearly and promptly to individuals and teams Business technology is used to manage and provide access to information on progress towards objectives of change Decisions to overcome problems in the implementation of change are made in consultation with designated individuals and groups



Observation checklist




Task Comment

Key area 5: Communicating priorities, goals and objectives

q

Verbal Reports Memos Meetings Visual presentations Informal discussions Commitment Understanding Identify barriers Build change champions

Key area 6: Gathering evidence on the effect of change

q

customer surveys employee satisfaction industrial disputes supplier feedback productivity measures cost savings market share data weekly report monthly report consultative groups occupational health and safety union delegates financial departments public profiles business and performance plans Team activities



Ask the candidate to provide a range of supplementary evidence to further support their RPL assessment from the following: Note: Evidence list may need to be modified after questioning candidate and obtaining a clearer concept of their work environment. Supplementary evidence BSBCMN412A Promote innovation and change



Document Comment


q Report


q Other (Specify)

Key area 2: Developing processes to introduce change.

q Documented process

q Meeting minutes

q Other (Specify)


q Operational plan for implementing change

q Meeting minutes

q Other (Specify)



Supplementary evidence BSBCMN412A Promote innovation and change

Tick if candidate

demonstrates competence

Document Comment


q Report

q Power point presentation

q Other (Specify)


q Report

q Communication plan

q Other (Specify)


q Surveys

q Periodical reports

q Other (Specify)







q

Candidate:

• Uses a systematic approach to problem solving

• Identifies forces of change

• Uses business technology effectively

Key area 2: Developing processes to introduce change

q

Candidate:

• Identifies performance areas

• Implements monitoring techniques

• Builds commitment to change


q

Candidate:

• Uses as a systematic approach to planning

• Identifies timeframes with organisational goals

• Consults with others


q

Candidate:





• Identifies goals, objectives and priorities




q

Candidate:

• Communicates priorities, goals and objectives

• Identifies barriers

• Consults with others


q

Candidate:





• Identifies goals, objectives and priorities Name of person confirming candidate’s competence


Date of interview




Appendix G:

BSBCMN413A Implement and Monitor Environmental Policies Key issues/expectations – (i.e. what does this competency look like in action) • Provide information to the work team • Implement and monitor operational procedures • Implement and monitor change and continuous improvement • Implement and monitor recording procedures • Implement and monitor an environmental management training program • Key risk areas - Risk to Employer –

• Information regarding environmental management, performance and business sustainability will not be provided effectively to the work team

• Environmental operational procedures will not be implemented and monitored effectively

• Environmental improvement plans and best practice approaches will not be implemented and integrated effectively

• Suggestions regarding improvement of environmental performance will not be sought from work groups or the supply chain

• Recording procedures will not be effectively implemented and used as a resource

• Environmental management training programs will not be run effectively

Connections with other units




units Comments

BSBCN411A Monitor a Safe Workplace

BSBCMN413A Implement and Monitor Environmental Policies






Name

Student number

Contact number













Key area 1: Provide information to the work team

q How would you provide information to the work team?

Information may include: • organisational policies and procedures • relevant environmental legislation

requirements • voluntary environmental agreements

entered into with external organisations • continuous improvement policies and

processes for the organisation Work team may include: • formal or unstructured groups • two or more people Ensure information is: • concise • readily accessible by all employees






q How would you convey the organisation's activities/performance in regard to environmental management and business sustainability? (Business sustainability means: a sustainable business in this sense is profitable and competitive. Effective management of environmental impacts and opportunities can contribute to business sustainability by reducing costs, differentiating goods and services and contributing to a better corporate image)

Environmental performance: • resource efficiency • minimisation of waste • recycling • reduction in use of non-renewable

resources • all environmental incidents Improving environmental performance: • preventing and minimising the production

of pollution • improving housekeeping • substituting materials • changing processes Environmental management policies must be appropriate to the scope and scale of the business: • environmental load reduction and waste

minimisation • tenders for the provision of goods and

services that specify environmentally preferred selection criteria

• protection of land and habitat • environmentally sustainable work

practices






q

Explain the links between environmental, financial, safety and other risk areas and how they are integrated in organisational policies and practices.

• Identify the links between o Environmental risk o Financial risk o Safety risk o other risk areas.

• How they are integrated in your organisational policies and practices?

q

How would you provide information on environmental systems and procedures and other risk areas within the area of management responsibility?

• What forms of communication would you use?

• Are there established communication channels for this type of information in your organisation?



Tick if




Key area 2: Implement and monitor operational procedures

q

• Can you identify and assess existing and potential environmental risks and/or seek expert advice as required?

Expert assistance and/or advice may be sought from:

• internal or external sources/specialists

• consultants or other experts or specialists

Environmental risks may be identified as and may be assessed:

• actual and potential sources of waste • on an ongoing basis • with regard to probability, scale and

likely impact on business performance

q

Can you prioritise recommendations from the assessments as part of the organisation's operational procedures?

Links between environmental, financial and safety policies means: • an integrated approach to systems within

the organisation

q Can you implement organisational environmental risk policies and procedures?

Links between environmental, financial and safety policies means: an integrated approach to systems within the organisation






q

Explain how you would allocate tasks and monitor outcomes in accordance with organisational policies and targets

When implementing organisational environmental risk policies and procedures -

• How do you allocate tasks? • How do you monitor outcomes?

q

How would you ensure that a contingency plan is implemented promptly when incidents occur?

What can you do to ensure that a contingency plan is implemented promptly when incidents occur?



Tick if




Key area 3: Implement and monitor change and continuous improvement

q

Explain how you would implement an environmental improvement plans for your own work group and integrate it with other operational activities

Environmental improvement plans may be established at management level and may include:

• measuring, monitoring and recording environmental performance, and continually setting targets for measurable improvements

• improvement plans may deal with paper, energy use, general waste, transport use etc.

q

How would you identify, implement and monitor best practice approaches to improving environmental performance in the areas of reducing environmental risk and waste?

Identify an example of improving environmental performance in the areas of reducing environmental risk and waste. Explain how you would

• Identify • Implement • Monitor

Best practice approaches in relation to your example.

q

How would you go about seeking suggestions and ideas about environmental management from the work team?

What methods would you use? What communications channels would you use?






q

How would you go about seeking suggestions from the supply chain for ways of improving environmental performance at the tender/ contract stage?

Supply chain is: • a key determinant of environmental

performance Supply chain may include:

• suppliers • contractors • others acting on organisation's behalf



Tick if




Key area 4: Implement and monitor recording procedures

q

Can you identify and implement internal and external reporting procedures?

• Identify internal reporting procedures in your organisation. How is it implemented?

• Identify external reporting procedures in your organisation. How is it implemented?

q · How do you maintain and store environmental records?

Consider: • accuracy • legibility • security of storage • form of storage accessible for reporting

purposes

q

Why would you monitor Information/ records?

Some Uses: • to identify trends that may require

remedial action • used to promote continuous

improvement of environment performance





Question Key points to guide conversa tion Details of candidate’s response

Key area 5: Implement and monitor an environmental management training program

q

Explain how you identify environmental training needs specifying gaps between environmental competencies required and those held by group members

Environmental training program should be:

• integrated into the organisation's existing training arrangements

q

How do you arrange to meet identified training needs for the work group with relevant parties?

• Give an example of a work group with identified training needs.

• Identify the relevant parties who you think are in a position to meet the needs of the work group.

• How do you arrange for the relevant parties to meet their needs of the work group?



RPL Tool Demonstration Works effectively within the organisational requirements in implementing and monitoring the organisation’s environmental policies and procedures as an integral part of the organisation’s business program. This involves informing the work team of environmental and other risk areas, addressing training needs and keeping records. Observation checklist




Task Comment


q

Demonstration of ability to provide information to the work team clearly and concisely and ensuring that it is readily accessible.

Information to consider: • Organisation’s

activities/performance in relation to business sustainability.

• Links between environmental, financial, safety and other risks and their integration in organisational policies and practices

• Environmental systems and procedures and other risk areas



Tick if



Task Comment


q

Demonstrate ability to implement and monitor operational procedures including organisational environmental risk policies and procedures Consider:

• Identifying and assessing environmental risks

• Seeking expert advice • Prioritizing recommendations

from assessments • Allocating tasks and monitoring

outcomes in accordance with organisational policies and targets

• Contingency planning


q

Demonstrate ability to implement and monitor change and continuous improvement , Consider:

• Environmental improvement plans

• Best Practice Approaches • Seeking suggestions and ideas

form work team and supply chain



Tick if



Task Comment


q

Demonstrate ability to implement and monitor recording procedures Consider:

• Internal and external reporting procedures

• Accuracy, legibility and accessibility

• Monitoring to promote continuous improvement


q

Demonstrate ability to implement and monitor an environmental management training program. Consider: • Environmental training needs • Relevant parties



Ask the candidate to provide a range of supplementary evidence to further support their RPL assessment from the following: Note: Evidence list may need to be modified after questioning candidate and obtaining a clearer concept of their work environment. Supplementary evidence BSBCMN413A Implement and Monitor Environmental Policies



Document Comment


q Report describing information and how it was provided to the work team.


q Other (Specify)


q

Operations Report: • identifying environmental risk • implementing organisational

environmental risk policies • task allocation and monitoring • contingency plans


q Other (Specify)



Tick if



Task Comment


Report showing how environmental plans are implemented for own work group

Report showing how best practice approaches are identified, implemented and monitored

Evidence of suggestions and ideas from work team and/or supply chain regarding improving environmental performance

Performance report

Other (Specify)


Records of internal and external reporting procedures

Environmental records

Performance report

Other (Specify)



Tick if



Task Comment


Report on environmental training needs

Evidence of arrangements to meet training needs for the work group

Performance report

Other (Specify)






Key area 1 Provide information to the work team

q

Candidate: • Explains information provided to the work team in a clear and concise

manner and ensures information is readily accessible by all employees • ·Conveys organisation's activities/performance in regard to

environmental management and business sustainability • Explains links between environmental, financial, safety and other risk

areas and how these are integrated in organisational policies and practices

• ·Provides information on environmental systems and procedures and other risk areas within the area of management responsibility

Key area 2 Implement and monitor operational procedures

q

Candidate: • Identifies and assesses existing and potential environmental risks and/or

seeks expert advice as required • Carries out prioritised recommendations from the assessments as part of

the organisation's operational procedures • Implements organisational environmental risk policies and procedures • Allocates tasks and monitors outcomes in accordance with

organisational policies and targets • Implements contingency plan promptly when incidents occur


q

Candidate: • Implements environmental improvement plans for own work group and

integrates with other operational activities • Identifies, implements and monitors best practice approaches to

improving environmental performance by reducing environmental risk and waste

• Seeks suggestions and ideas about environmental management from the work team and acts upon them where appropriate

• Seeks suggestions from supply chain, at tender/contract stage, for ways of improving environmental performance



Tick if


• Key area 4: Implement and monitor recording procedures

q

Candidate: • Identifies and implements internal and external reporting procedures • Maintains environmental records accurately and legibly and stores them

securely in a form accessible for reporting purposes • Monitors information/records to identify trends that may require remedial

action, and uses the records to promote continuous improvement of environment performance


q

Candidate: • Accurately identifies environmental training needs, specifying gaps

between environmental competencies required and those held by group members

• Makes arrangements for fulfilling identified training needs for the work group with relevant parties



Date of interview




Appendix H :

BSBMKG402A Analyse Consumer Behaviour for Specific Markets Key issues/expectations – (i.e. what does this competency look like in action) • Confirm product/services market • Assess the reasons for existing levels of consumer interest • Recommend a focus of appeal for marketing strategies for a product or service • Key risk areas Risk to Employer – • incorrect target markets identified • ineffective marketing activities • inefficient use of business resources • financial and human resources Connections with other units




units Comments

BSBMKG401A Profile the Market

BSBMKG403A Analyse Market Data

BSBMKG404A Forecast Market and Business Needs

BSBMKG402A Analyse Consumer Behaviour for Specific Markets






Name

Student number

Contact number













Key area 1: Identify Market Segments and describe consumer attributes in each segment as well as the features of the product. (Element 1: Confirm product/service market:)

q

What does it mean to segment the market? Give an example of a market and describe consumers in a target segment.

• Give an example of segmentation for a product of your choice

• On what basis do you segment the market • eg demographic (age, sex, income, Stage in

family lifecycle, ethnic background), • geographic (city size, urban/suburban/rural

population distribution, climate) • psychographic (Social class, personality.

Lifestyle), • behaviour towards the product (benefits

desired and product usage rate)

q

Identify features of the product/service which correspond with the needs of a target group.

• What are the needs the product is meeting? • What are the benefits that the product

provides to the consumer?



Tick if




Key area 2: Describe information that the business may already have which helps to describe consumer behaviour (Element 2: Assess the reasons for existing levels of consumer interest)

q

When forecasting demand for your product/service, is there any information that the business may have collected that could be of use?

• Trends • Past performance

q

How could you review past marketing or positioning of a product/service in relation to the effectiveness of its focus of appeal?

Marketing may include: • ?marketing of goods • ?services marketing • ?ideas marketing • ?public sector marketing • ?direct marketing • ?telemarketing • ?business-to-business marketing



Tick if




Key area 3: Describe the impact of consumer behaviour on the marketing of a product or service (Element 2: Assess the reasons for existing levels of consumer interest)

q

Describe Individual influences on consumer behaviour. How do they impact on the marketing of a product/service?

Individual influences may include: • ?personality • ?self-image • ?perception • ?learning • ?beliefs • ?attitudes • ?past experience

q

Describe Social influences on consumer behaviour. How do they impact on the marketing of a product/service?

Social influences may include: • ?culture • ?socio-economic factors • ?family background • ?family decision-maker/s • ?social class

q

Describe Lifestyle influences on consumer behaviour. How do they impact on the marketing of a product/service?

Lifestyle influences may include: • ?leisure activities • ?interests • ?aspirations






q

How does organisational behaviour impact on the marketing of a product/service?

Organisational behaviour may include: • ?group decision making • ?new purchases • ?re-purchase • ?modified re-purchase • ?contract buying

Key area 4: Justify a Focus of Appeal (Element 3:) Recommend a focus of appeal for marketing strategies for a product/service

q

How would you justify a focus of appeal for a product or service?

Marketing strategies address innate and acquired needs of consumers Marketing strategies appeal to the motives that influence decision making

q The focus of appeal meets legal and ethical obligations and the budgetary requirements of the marketing plan

Legal and ethical obligations may include: • ?legislation, e.g. Trade Practices Act • ?regulations • ?codes of practice • ?ethical principles • ?policies and guidelines • ?society’s expectations • ?cultural expectations and influences • ?social responsibilities e.g. protection of

children, environmental issues



RPL Tool

Demonstration Works effectively within the organisational requirements in identifying, and analysing consumer behaviour and its impact on the marketing of products/services. Observation checklist BSBMKG402A Analyse Consumer Behaviour for Specific Markets



Task Comment

Key area 1: Identify Market Segments and describe consumer attributes in each segment as well as the features of the product

q

Demonstration of ability to identify Market Segments and describe consumer attributes in each segment as well as the features of the product

• Basis for Segmentation • Product Attributes • Consumer Benefits

Key area 2: Describe information that the business may already have which helps to describe consumer behaviour

q

Demonstrate ability to describe information that the business may already have which helps to describe consumer behaviour

• Past Performance • Past Marketing



Tick if



Task Comment

Key area 3: Describe the impact of consumer behaviour on the marketing of a product or service

q

Demonstrate ability to Describe the impact of consumer behaviour on the marketing of a product or service • Individual Influences • Social Influences • Lifestyle Influences • Organisational Behaviour

Key area 4: Justify a Focus of Appeal

q

Demonstrate ability to justify a Focus of Appeal. • Needs of consumers • Motives that influence decision

making • Legal and Ethical Obligations



Ask the candidate to provide a range of supplementary evidence to further support their RPL assessment from the following: Note: Evidence list may need to be modified after questioning candidate and obtaining a clearer concept of their work environment. Supplementary evidence BSBMKG402A Analyse Consumer Behaviour for Specific Markets



Document Comment


q Marketing Plan describing market segmentation


q Other (Specify)


q Report showing analysis of trends and past performance in terms of its impact on consumer demand

q Report assessing the effectiveness of past marketing

q Other (Specify)

Key area 3: Describe the impact of consumer behaviour on the marketing of a product or service

q Report analysing the influence of aspects of consumer behaviour on the marketing of a product/service.

q Other (Specify)



Tick if



Document Comment


q Report of a Marketing Plan showing how strategies address consumer needs and behaviour

q Report considering the legal and ethical obligations and the budgetary requirements of the marketing plan

q Other (Specify)







q

Candidate:

• understands the basis for segmenting the market

• understands the attributes that define consumers in each segment

• understands the features of the product/service in terms of how they meet customer demand


q

Candidate:

• draws conclusions regarding consumer needs from analysis of business trends and performance

• draws conclusions regarding consumer needs from past marketing Key area 3: Describe the impact of consumer behaviour on the marketing of a product or service

q

Candidate:

• understands the impact of individual influences on the marketing of a product/service

• understands the impact of social influences on the marketing of a product/service

• understands the impact of lifestyle influences on the marketing of a product/service

• understands the impact of organisational behaviour on the marketing of a product/service


q

Candidate:

• recognises the need for the marketing plan to address needs of consumers and decision making motives

• uses consumer behaviour in the development of marketing strategies

• understands the requirements for the marketing plan to meet legal and ethical obligations and budgetary requirements





Date of interview




Appendix I

BSBMKG403A Analyse Market Data Key issues/expectations – (i.e. what does this competency look like in action)

• Interpret Trends and Market Developments • Interpret Competitor Market Performance • Report on Market Data • Reasons for Conclusions drawn form Interpretation of Data • Knowledge of Statistical Techniques and Elementary Probability Concepts • Key risk areas Risk to Employer – • Incorrect interpretation of statistical data • Ineffective use of market data • Inability to interpret trends and market developments • Inability to interpret competitor market performance Connections with other units




units Comments

NMRK501 Marketing Research

BSBMKG401A Profile the Market

NMRK504 Marketing Computer Applications


BSBMKG404A Forecast Market and Business Needs

BSBMKG403A Analyse Market Data






Name

Student number

Contact number













Key area 1: Interpret trends and market developments

q

What sort of statistical analysis do you use to interpret market trends and developments and how do you use it?

Statistical analysis may include: • Sampling • Measures of central tendency • Measures of dispersion • Nature and degree of relationship

between variables • Time series analysis • Normal distribution probability curve

q

What sorts of trends and developments do you analyse for their impact on the business.

Trends and developments may include: • Economic trends (local, regional,

national, international) • Ecological/environmental trends • Government activities eg interest rates,

deregulation • Social and cultural factors • Demographic trends • Changes in technology • Industrial trends






q

How do you use measures of central tendency / dispersion and correlations between sets of data to quantitatively interpret comparative market data

Measures of central tendency and correlations may include: • ?mean • ?median • ?mode • ?for grouped or ungrouped data • ?cross-tabulations • Z, T and chi square tests

q

How do you review business performance using qualitative and quantitative analysis of

comparative market information.

Comparative market information may include: • Best practice information • International benchmarking • Inter-firm comparison data



Tick if




Key area 2: Interpret competitor market performance

q

What sorts of opportunities or threats can you identify by analysing the market performance of existing and potential competitors and their products or services to

Opportunities may include: • Potential for greater penetration of

existing markets with existing products or services

• New products or services for existing markets

• New products or services for new markets

• Extending, expanding or otherwise changing an existing business

• Joint ventures • Cooperative ventures • Strategic alliances • Franchising • Exports



Tick if




Key area 3: Report on market data

q

How do you prepare, plot and interpret and assess data for visual presentation

For example: • Line graphs • Bar graphs • Pictographs • Pie charts • Histograms

q

How do you ensure that your reports meet organisational requirements in terms of content, format, level of detail and timeliness

Do you know the requirements of your organisation in terms of

• content • format • level of detail • timeliness

Have you got access to a copy of a report that meets the requirements of your organisation?



Demonstration The candidate works effectively within the organisational requirements in using statistical techniques and elementary probability concepts to analysing market data and draw conclusions from the interpretation of data. Observation checklist BSBMKG403A Analyse Market Data



Task Comment


q

Demonstration of ability to analyse and interpret market trends and developments for their potential impact on the business using qualitative statistical techniques and quantitative techniques.


q

• Demonstration of ability to analyse and compare business performance to the performance of existing and potential competitors


q

• Demonstration of ability to prepare, plot and interpret data for visual presentation while meeting organisational requirements in terms of content, format, level of detail and timeliness.



Ask the candidate to provide a range of supplementary evidence to further support their RPL assessment from the following: Note: Evidence list may need to be modified after questioning candidate and obtaining a clearer concept of their work environment. Supplementary evidence BSBMKG403A Analyse Market Data



Document Comment


q Report or written work showing statistical analysis of market data

Report or written work showing conclusions drawn from the analysis and interpretation of data


q Other (Specify)


q Report showing potential opportunities or threats identified from the analysis of competitor market performance.

q Report comparing business performance to that of competitors to identify market position

q Other (Specify)


Report showing effective visual presentation of data which meets organisational requirements

Other (Specify)



Checking for authenticity Third party checking will be crucial for assuring the assessors that the skills and knowledge demonstrated through the questioning and observation can be confirmed to the required level by those who observed the candidate over time. Testimonials/ references including phone interview with current or recent supervisors will need to be gathered/conducted to confirm competence. Third party evidence BSBMKG403A Analyse Market Data



q

Candidate:

• Interprets market trends and developments using statistical analysis of market data

• Analyses market trends and developments for their potential impact on the business

• Uses measures of central tendency / dispersion and correlation between sets of data for quantitative interpretation of comparative market data

• Performs qualitative analysis of comparative market data as a basis for reviewing business performance


q

Candidate:

• Analyses the market performance of existing and potential competitors and their products or services to identify potential opportunities or threats

• Compares business performance to that of competitors to identify market position


q

Candidate:

• Prepares, plots and interprets data for visual presentation

• Assesses visual presentation for potential problems and takes corrective action if necessary

• Produces reports which meet organisational requirements in terms of content, format and level of detail

• Submits reports within required timeframe





Date of interview




Appendix J

BSBSBM401A - Establish business and legal requirements Key issues/expectations – (i.e. what does this competency look like in action)

• The capacity to implement a systematic approach to identifying, managing

and meeting legal business requirements and • Interpreting compliance data and formulating appropriate action

Key risk areas Risk to client – inability to identify, manage and meet legal business requirements, and respond in a constructive manner. Organisational standards not met – legal and ethical implications Connections with other units




units Comments

BSBSBM404A Undertake business planning

BSBSBM401A Establish Business and Legal Requirements If any of the units

in this column have been completed Cross Credits should be applied in lieu of RPL.





Name

Student number

Contact number










Questioning: BSBSBM401A Establish business legal requirements




Key area 1: The capacity to implement a systematic approach to identifying, managing and meeting legal business requirements. (Element 1: Identify and implement business legal requirements)

q

What legal areas do you need to take into consideration when advising management about their legal obligations?


• National, State/Territory and Local Government legislative requirements affecting business operation

• Relevant industry codes of practice

q

Discuss how you clarify and accurately assess Occupational Health and Safety needs of the business?

• Establishing hazard management arrangements to identify workplace specific hazards, and control the risks associated with workplace hazards including development of written safe operating procedures

• Establishing OHS record keeping arrangements

• Developing and implementing procedures to evaluate and review effectiveness of risk control measures

• The establishment and maintenance of a system for managing OHS

• OHS Duty of Care responsibilities (knowledge of legislation)



Tick if




Key area 1: The capacity to implement a systematic approach to identifying, managing and meeting legal business requirements. (Element 2: Comply with legislation, codes and regulatory requirements)

q Discuss the range of legislative requirements that your business complies with.

Local, state, national and international legislation and regulations affecting business operations such as: • Business registration, planning and other

permissions • License to practice • Franchising • Agencies • Licensing eg (Real Estate Agents, Customs

Brokers) • Fire • Occupational health and safety and

environmental legislation • Industrial • Taxation including GST • Copyright, patent trademark and design

regulations • Codes of practice, standards and anti-

competition/monopoly • Anti-trust and consumer legislation • Law of Torts






q What records do you keep to ensure compliance?

• Personnel • Financial • Taxation • OHS • Environmental • Workers compensation and rehabilitation • Hazardous substances register • Material safety data sheets • Manufacturers’ and suppliers' information • OHS audits and inspections • First aid and medical; accident reports and

investigations • Plant maintenance and testing • Instruction & training



Tick if




Key area 2: Interpreting compliance data and formulating appropriate action (Element 3: Negotiate and arrange contracts)

q

Discuss the types of contract entered into by your business and how you ensure legislative compliance when entering into contracts and during the contractual period?

• Insurance

• Royalties, copyright, patents, trademarks, registered design and applications, intellectual property, software licenses, franchises, agencies and any form of licensing

• Contracts with owners, suppliers, employees, landlords, agents, distributors, customers or any person with whom the business has, or seeks to have, a performance-based relationship



Demonstration Observation checklist BSBSBM401A Establish business and legal requirements



Task Comment

Key area 1: The capacity to implement a systematic approach to identifying, managing and meeting legal business requirements.

q

Demonstration of capacity to implement a systematic approach to identifying, managing and meeting legal business requirements through ddocumentation of procedures and processes in regard to local, state, national and international legislation and regulations affecting business operations such as: • Business registration, planning and

other permissions • License to practice • Franchising • Agencies • Licensing eg (Real Estate Agents,

Customs Brokers) • Fire • Occupational health and safety and

environmental legislation • Industrial • Taxation including GST • Copyright, patent trademark and

design regulations • Codes of practice, standards and anti-

competition/monopoly • Anti-trust and consumer legislation • Law of Torts



Tick if



Task Comment

Key area 2: Interpreting compliance data and formulating appropriate action

q

Demonstrate ability in establishing, monitoring and managing contracts with a cross section of the following:

• Insurance

• Royalties, copyright, patents, trademarks, registered design and applications, intellectual property, software licenses, franchises, agencies and any form of licensing

• Contracts with owners, suppliers, employees, landlords, agents, distributors, customers or any person with whom the business has, or seeks to have, a performance-based relationship



Ask the candidate to provide a range of supplementary evidence to further support their RPL assessment from the following: Note: Evidence list may need to be modified after questioning candidate and obtaining a clearer concept of their work environment. Supplementary evidence BSBSBM401A Establish business and legal requirements



Document Comment


q Business registration documentation, workplace registration

q WorkCover Documentation

q Licences

q Taxation documentation

q Other (Specify)

Key area 2: Interpreting compliance data and formulating appropriate action

q Insurance policies

q Tender documentation and contracts

q Intellectual property documentation

q Other (Specify)




BSBSBM401A Establish business and legal requirements



q

Candidate:

• Understands legal requirements

• Documents / follows procedures and processes

• Uses business technology effectively

Key area 2: Interpreting compliance data and formulating appropriate action.

q

Candidate:

• Follows procedures and processes

• Meets contract establishment / delivery requirements

• Understands the range of contracts required to be entered into by the business



Date of interview




Appendix K

BSBFLM403B Implement effective workplace relationships Key issues/expectations – (i.e. what does this competency look like in action)

• A person who demonstrates competence in this unit must be able to: • Access, analyse and communicate information and ideas to develop and

maintain positive internal and external work relationships; • Develop trust and confidence within the work team; • Develop and maintain networks; • Resolve problems and conflicts effectively and efficiently.

Key risk areas Risk to client – inability to identify, distinguish and provide customer service and respond in a constructive manner. • Organisational standards not met – legal and ethical implications Connections with other units




units Comments

BSBFLM503A Manage workplace relationships

BSBCMN403A Establish business networks


BSBFLM503B Manage workplace relationships

BSBFLM403B Implement effective workplace relationships






Name

Student number

Contact number













Key area 1: Access, analyse and communicate information and ideas to develop and maintain positive internal and external work relationships

q How types of relevant information are collected and how are they sourced?

• Award, enterprise agreements • Legislation, OHS, EEO, etc • Policies, procedures, standards • Planning • Archives, files • Electronic • Networking

q

In what manner are ideas and information communicated which is appropriate and sensitive to the cultural and social diversity of the audience and any special needs?

• Formal, informal • Verbally, Written • Brainstorming • Training • Cultural and social environment • Interpersonal styles

q

How are consultation processes implemented to encourage employees to contribute to issues related to their work?

• Organised activities • Surveys, questionnaires • Newsletters, reports • Informal meetings • Forms of feedback • Networking



Tick if




Key area 2: Develop trust and confidence within the work team

q How are internal and external contacts treated with integrity, respect and empathy?

• Honesty, politeness • Competent performance • Recognition and reward • Confidentiality, open, fair • Interpersonal styles

q

How are the organisation's social, ethical and business standards used to develop and maintain effective relationships?

• Positive culture • Mission vision statements • Training • Workplace conduct, behaviour • Implied standards, workplace values

q

How do you gain and maintain trust and confidence of colleagues, customers and suppliers?

• Competent performance • Recognition and reward • Consistency • Open, fair • Communication, empathy



Tick if




Key area 3: Develop and maintain networks

q How are networks used to identify and build relationships?

• • Effective communication in relation to

listening, questioning and non-verbal communication

• Relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

• Contributing ideas and information • Actioning trust

q

How are networks and other work relationships used to provide identifiable benefits for the team and organisation?

• Building relationships of trust • Facilitating mutually acceptable outcomes • Distribution of materials • Marketing • Building confidence • Developing skills and knowledge



Tick if




Key area 4: Resolve problems and conflicts effectively and efficiently.

q How are difficulties, conflicts identified and analysed?

• Planned activities • Consultation, formal, informal, written,

verbal • Feedback • Performance, competence • Survey, questionnaires • Policies, procedures

q

What action is taken to rectify difficult situations within the requirements of the organisation and relevant legislation?

• Consultation, mediation • Counseling, support • Training, coaching, mentoring • Open, fair • Policy and procedures, work ethic,

behaviour

q

How are workplace outcomes regularly reviewed and improved in consultation with relevant personnel?

• Feedback • Performance review • Established plans • Variance reports • Planned activities



Demonstration Observation checklist BSBFLM403B Implement effective workplace relationships



Task Comment

Key area 1: Access, analyse and communicate information and ideas to develop and maintain positive internal and external work relationships.

q

• Accesses awards, enterprise agreements, legislation, OHS, EEO, etc

• Accesses policies, procedures, standards, plans, archives, files

• Established networks • Formal, informal communication • Verbally, Written forms of

communication • Brainstorming, training activities • Identifies different interpersonal

styles

Key area 2: Develop trust and confidence within the work team.

q

• Demonstrates honesty, politeness • Performs competently, consistent • Promotes recognition and reward • Actions trust, mission statement,

conduct, behaviour, workplace values and standards

• Identifies interpersonal styles • Promotes positive culture • Communicates effectively • Creates and maintains networks



Tick if



Task Comment


q

• Demonstrates effective communication in relation to listening, questioning and non-verbal communication

• Relates to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities.

• Contributes ideas and information

• Builds relationships of trust • Facilitates mutually acceptable

outcomes • Distributes materials. • Markets organisation, team and

self.

Key area 4: Resolve problems and conflicts effectively and efficiently

q

• Identifies problems conflicts through planned activities, consultation, (formal, informal, written, verbal), feedback, performance, competence, surveys and questionnaires.

• Communicates policies, procedures • Provides consultation, mediation,

counseling, support, training, coaching, mentoring.

• Actions policy and procedures, work ethic, positive behaviour

• Provides feedback • Conducts performance review • Works with established plans,

variance reports. • Conducts planned activities



Ask the candidate to provide a range of supplementary evidence to further support their RPL assessment from the following: Note: Evidence list may need to be modified after questioning candidate and obtaining a clearer concept of their work environment. Supplementary evidence BSBFLM403B Implement workplace relationships



Document Comment


q Communication plan

q Team meeting minutes, notes

q Other (Specify)



q Documented feedback (internal, external)

q Other (Specify)


q Meeting minutes, notes

q Network, diary contacts

q Other (Specify)





Document Comment


q Organisational policy and procedures


q Other (Specify)




BSBFLM403B Implement effective workplace relationships



q

Candidate: • Accesses awards, enterprise agreements, legislation, OHS, EEO, etc • Accesses policies, procedures, standards, plans, archives, files • Established networks • Formal, informal communication • Verbally, Written forms of communication • Brainstorming, training activities • Identifies interpersonal styles.


q

Candidate: • Demonstrates honesty, politeness • Performs competently, consistent • Promotes recognition and reward • Actions trust, mission statement, conduct, behaviour, workplace values and

standards • Identifies interpersonal styles • Promotes positive culture • Communicates effectively • Creates and maintains networks.


q

Candidate: • Demonstrates effective communication in relation to listening,

questioning and non-verbal communication • Relates to people from a range of social, cultural and ethnic

backgrounds and physical and mental abilities. • Contributes ideas and information • Builds relationships of trust • Facilitates mutually acceptable outcomes • Distributes materials. • Markets organisation, team and self



Tick if



q

Candidate: • Identifies problems conflicts through planned activities, consultation, (formal,

informal, written, verbal), feedback, performance, competence, surveys and questionnaires.

• Communicates policies, procedures • Provides consultation, mediation, counseling, support, training, coaching,

mentoring. • Actions policy and procedures, work ethic, positive behaviour • Provides feedback • Conducts performance review • Works with established plans, variance reports. • Conducts planned activities



Date of interview


Eeeezy RPL Assessor’s Kit 1 - Velg Training IV in Business.pdf · BSB40101 Certificate IV in...

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