Apply critical thinking for complex problem solving

BSBCRT611
Apply critical thinking for complex problem solving
Task 2
Assessment Task 2 of 2 (Practical Assessment)
Task summary
Complete all tasks in this assessment as instructed. If you have questions, consult with your
assessor.
Practical Assessment
The Practical Assessment is a set of tasks that must be completed in a safe environment
where evidence gathered demonstrates consistent performance of typical activities
experienced in the customer service field of work.
To be assessed for this unit of competency, you must demonstrate your skills and knowledge
to apply critical thinking in order to develop solutions to complex issues arising in the
workplace.
The Practical Assessments in this workbook include:
1. Workplace Project Assessment
A series of tasks assessing the learner’s practical knowledge and skills relevant to the unit of
competency. This includes the learner completing workplace documents or similar as
evidence of competent performance.
2. Workplace Practical Observation
A set of assessment tasks where the learner must demonstrate practical skills relevant to the
unit of competency. These skills are to be demonstrated while being observed by the assessor.
IMPORTANT!
 All signatures/initials in your submissions, including yours, must be handwritten and
dated. Submissions with signatures/initials must be scanned.
 The supervisor/observer who completes and signs your evidence submissions must
provide their real name, contact number, and email address for your assessor’s
reference.
Should you encounter issue or concerns regarding your assessment, contact your assessor.
Required
To complete the Practical Assessment tasks, you will require access to:
 Computer with internet and email access, and a working web browser
 Installed software: Word, Adobe Acrobat Reader
 A safe environment where evidence gathered demonstrates consistent performance of
typical activities experienced in the customer service field of work that will allow you
access to:
o Workplace documentation with information on the following:
 Scope of your work role

This can include:
 Job description
 Roles and responsibilities document
 Business plan
 Requirements for the development of:
o Solution proposal briefs
o Feedback registers
 Requirements for the presentation of:
o Solution proposal briefs
o Feedback registers
 Process for the approval of solutions for implementation
 Requirements for preparing solution proposal briefs, such as:
o Style guide
o Communication policy and procedures
o Continuous improvement policy and procedures
 Workplace templates, including or similar to the following:
o Problem scoping briefs
o Feedback registers
o Solution proposal briefs
 Resources required for each of the following:
o Undertaking research
o Preparing a brief
o Developing a feedback register
This can include:
 Consultations with specialists
 Information databases
 Project management tools
 Organizational policies and procedures with information relevant to the identified
complex workplace issue, such as:
o Work health and safety policies and procedures
o Conflict resolution policies and procedures
o Business continuity policies and procedures
 Components of legislative frameworks applicable to the identified complex workplace
issue,
Components of legislative frameworks can include legislation, regulations and codes of
practice related to the following:
 Anti-discrimination

 Fair work
 Work health and safety
 Opportunity to:
o Scope at least one complex workplace issue during consultation with at least
two relevant stakeholders in Workplace Project Task 1
o Present the problem scoping brief and facilitate an ideation session with at
least two relevant stakeholders in Workplace Project Task 3
o Present the solution proposal brief and seek feedback from at least two key
stakeholders in Workplace Project Task 5
 People, including:
o At least two relevant stakeholders who will be involved in the following:
 Consultation to scope at least one complex workplace issue
in Workplace Project Task 1
 Presentation of the problem scoping brief and facilitating ideas for
resolving the complex workplace issue in Workplace Project Task 3
Relevant stakeholders refer to individuals or groups who have relevant information on and
are affected by the workplace problem.
 At least two key stakeholders who will be involved in the following:
o Presentation of the solution proposal brief and gathering feedback on
presented information in Workplace Project Task 5
o Seeking approval for the implementation of the solution to the complex
workplace issue in Workplace Project Task 6
Key stakeholders refer to individuals or groups who are vital in the problem-solving process
due to specialist insight and authority to provide approval for implementation.
Workplace Project Assessment
Project Overview
This workplace project assessment requires you to scope and address at least one
complex workplace issue in the workplace.
This assessment is divided into six
tasks:
Task 1: Scope Complex Work
Issue
Task 2: Problem Scoping Brief and Feedback Register
Task 3: Facilitate Ideation Session
Task 4: Solution Proposal Brief
Task 5: Present Solution Proposal Brief
Task 6: Refine and Submit Solution Proposal Brief
This project requires you to complete the assessment tasks in a safe environment where

evidence gathered demonstrates consistent performance of typical activities experienced
in the customer service field of work.
Each task comes with a set of instructions. You are to follow and perform these
instructions while being observed by the assessor and/or submit any required
documentation as evidence of task completion.
Before starting this assessment, your assessor will discuss with you these tasks, including
instructions, resources, and guidance for satisfactorily completing them.
You are required to:
 Complete the tasks within the time allowed, as scheduled in-class roll.
 Identify and scope details of at least one complex issue in the workplace for
resolution.
 Develop a problem-solving brief with information on the problem-solving process.
 Facilitate ideation session with at least two relevant stakeholders
to determine at least two possible solutions
 Evaluate identified possible solutions to determine the most viable option to take
 Present and seek feedback on solution proposal brief
 Refine solution proposal brief and seek necessary approvals for implementation
Resources Required for Assessment
Resources you need to access to complete the project assessment are outlined in the
Resources Required for Assessment section of this workbook, and in the
corresponding Assessor’s Checklist and/or Observation Form of each task.
Discuss each requirement with your assessor before commencing with each task. They
will organize the resources required for this assessment.
IMPORTANT: Additional workplace resources may be required upon the
contextualisation of this assessment.
Forms and Templates
Generic forms and templates are provided in the project tasks, unless otherwise specified.
These can be accessed from the following link:
BSBCRT611 Forms and Templates
If you are currently in a workplace, use similar workplace templates and forms used by your
organization to complete each assessment task.
Discuss with your supervisor and your assessor first to ensure that the forms/templates
you will use cover all criteria required by each assessment task.

Review these forms and templates with your assessor before starting the task.
Assessment Start from Here,
Task 1: Scope Complex Workplace Issue
ASSESSMENT INSTRUCTIONS
Your assessor will observe you as you consult with at least two relevant stakeholders to
determine the scope of at least one complex workplace issue.
Relevant stakeholders refer to individuals or groups who have relevant information on and
are affected by the workplace problem.
You will be assessed on your practical skills to:
 Consult with at least two relevant stakeholders to scope at least one
complex workplace issue
During the consultation, you must discuss the following information:
o Scope of your job role
o At least one complex issue within the scope of your job role.
o At least two task objectives
o At least two risks in trying to solve the complex issue
o At least two resources required to determine a solution for the issue
 Use communication techniques to identify requirements as appropriate
to the audience and environment
 Use listening and questioning to elicit the views and opinions of
relevant stakeholders
Before consulting with at least two relevant stakeholders, you must review at least one
organisational document with information on the scope of your job role.
Review Workplace Project Task 1 – Observation Form before starting this task. This
form outlines all the practical skills you need to demonstrate to satisfactorily complete this
task. Your assessor will also discuss with you the practical skills outlined in this form prior
to the assessment.
After completing this task, submit the organisational document you reviewed with
information on the scope of your job role. This can include:
 Job description

 Roles and responsibilities document
 Business plan
Answer:
Scope of your job role
Within the organization, I am working on the post of Marketing Executive for which I
am responsible to fulfill certain actions in most responsible manner. I am accountable to
create awareness and develop the brand image in front of company clients along with
building positive customer relationship with them (Ali and Anwar, 2021). Thus, in order to
fulfill such requirements, I have to work closely with in house as well as external creative
agencies in order to design marketing materials which are highly helpful in advertising
products and services with the help of brochures and adverts. Thus, my job role consists of
certain goals such as recognition of audience requirements and desires while purchasing the
offered goods and services to expand business profit margins.
At least one complex issue within the scope of your job role
In my job role i.e. Marketing executive, it has been identified by me that I am facing
discrimination and biases issues from very long duration of time. I am giving my 100%
potential towards the fulfillment of my tasks which are related to marketing but my manager
always suggests their own preferred candidates names in job advertisements (Kachouie,
Mavondo and Sands, 2018). Due to this, I feel a sense of biases from very large period of
time. I also feel sometimes while asking for leaves to my manager that he always refused my
leaves while give permissions to my colleagues which makes me extremely stressed at the
workplace premises.
At least two task objectives
2. Enhance profits through sales development strategies with matching customers
desires by promoting goods and services as well as ideas.
3. Accountable to develop and supervise marketing campaigns to promote offered
services and products.

At least two risks in trying to solve the complex issue
3. Risk of facing negative environment within the workplace premises.
4. Might not get appropriate support from top management people.
At least two resources required to determine a solution for the issue
 Financial resource in order to conduct training and awareness sessions by the
company to make each and every employee aware about the serious consequences of
doing discrimination and harassment to any employee or candidate within the
organization.
 Human resource in order to provide proper training and development sessions within
the workplace premises to maintain positive environment (Balakrishnan and Dwivedi,
2021). This ultimately enables the employees to work in most effectual manner and
thus enhance their productivity level as well.
Use communication techniques to identify requirements as appropriate to the audience and
environment
With the help of conducting face to face conversations with each and every employee,
it has been easily identifiable the number of employees who are facing discrimination issues
while working within the organisation. In this manner, the issues are easily highlighted in
front of top management and thus, there is a chance of resolution arises in utmost priority
way. Although there are various techniques through which the management can take
feedbacks such as non-verbal and visual techniques but face to face technique is extremely
efficient for the employees so that they are also able to share their views without any
hesitation to their top management (Joly and et.al., 2017). And if they are facing difficulty in
do, so then they are free to communicate in written format as well such as through emails
which is a professional way to share problems.
Use listening and questioning to elicit the views and opinions of relevant stakeholders
With effective listening ability, the employees are able to identify the problems or
issues in detailed manner. In order to fulfil this concept, the management have to extremely
focus towards the words spoken by employees as their challenges are highly important to be
answered in positive manner. Usage of supportive facial expressions such as nodding, smiling
are equally important while sharing their views and information (Elford, 2017). Apart from

listening, questioning is also equally important as it helps to encourage employees to ask
questions regarding discussed topics as it enables them to resolve challenges and also helps to
stimulate thinking ability.
Job description
Job Description
Job title: Marketing executives
Accountable to: Director of business development
Main Role
Support the whole firm in terms of raising the profile through various marketing initiatives and to
provide support to the business development team with an objective of growing client business and
maximizing revenue potential.
Duties and Responsibilities
 Responsible to manage social media activity.
 Creation of marketing document.
 Internal company marketing initiatives.
 Assist in the power point presentations.
 Accept and practice total quality commitment to the mutual benefit of company clients.
 Seek to identify potential opportunities which would benefit the operation and the
administration of the company.
 Undertake any other projects which may be deemed necessary from time to further increase
the position in general.
Key Competencies
 In context of marketing, candidate have to prove experience of creativity, initiative and
accuracy within this particular area.
 High confidence with excel, sales force, power point, marketing software, etc. to learn quickly.
 Ability to communicate clearly and confidently with clients along with excellent customer
service ethics.
 Organizational skills in terms of multi tasking, prioritizing, planning, follow up and preparation.