Critical Thinking Assessment Tasks for BSB30120 Certificate III in Business

This assessment task is for BSB30120 Certificate III in Business and includes knowledge questions and practical activities related to critical thinking. The purpose of the assessment is to evaluate the knowledge and skills of the students in identifying and analysing workplace problems, developing questions, consulting stakeholders, generating ideas, and presenting solutions. The assessment is conducted in a simulated environment with access to relevant resources.

ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
ASSESSMENT TASK 1: KNOWLEDGE QUESTIONS
Assessment task instructions:
This is the first assessment task which consists of 7 written knowledge questions. You must complete all the knowledge questions at the
required level to get a “Satisfactory” outcome.
Purpose of the assessment task:
The purpose of the assessment task is to assess your knowledge in the following:
 organisational and legislative frameworks (q1.1,1.2)
 advantages of different perspectives when asking questions (q1.2)
 critical thinking techniques (q1.4)
 applicable criteria to assess potential solutions to workplace issue (q1.5)
 boundaries to be considered when generating ideas and responses (q1.6)
 methods to develop individual critical and creative thinking skills (q1.7)
Assessment conditions and resources:
Assessment will be conducted in a safe simulated environment where you will have access to:
 technology, laws and legislative information relevant to this assessment task
 simulated typical industry working environment and information
 situations to which understanding of critical and creative thinking can be demonstrated
Questions:
1.1. Research and list six laws (legislative frameworks) that relate to workplace relationships and
which protect employees. Ensure you list the official names and any codes or years that
belong to each of the laws. (Guide: 6+ laws)
1. Work health and safety act 2011
2. Employment Rights Act 1996
3. The Fair Work Act 2009
4. Workplace Gender Equality Act 2012
5. Privacy Act 1988
National Employee Standard Act 2010
1.2. Explain how organisational operating procedures, policies, protocols, and codes of conduct
would clarify workplace behaviour to employees? (Guide: 30+ words)
ANS- The operating procedures, code of conduct, protocols and policies, cater number of principles
which are set aside for the workers to follow on the daily basis. These provide a road map to
the employees which state all the tasks, culture, laws, regulations and beliefs that the
employees must follow and have in an organisation. Thus, clarifying the behaviour of the
employees in a workplace.
1.3. Suggest three advantages of gaining different perspectives when asking questions. (Guide:
3+ bullets)
 It provides a better understanding
 Boosts the power of empathy
 Helps in eliminating the bias nature
 Opens many new doors
Helps in diminishing the conflicts
1.4. In your own words, describe what critical thinking is. (Guide: 30+ words)
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ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
Critical thinking is an intellectual process of skilfully, conceptualising, analysing, synthesising or
evaluating an information which is gathered from a personal or other sources. It is an ability to think
clearly and rationally by taking into consideration all the positive and negative outcomes of a
situation.
1.5. You and your team have identified several solutions to a work place problem. However, you
are not sure if the solutions will be suitable or create additional issues to the problem.
In your own words, list minimum of six applicable questions you could ask yourself, to
evaluate if a potential solution for a workplace problem is appropriate. (Guide: 6+ questions)
ANS- Six Questions
Q1- Is the solution perfect or suitable enough according to the issue addressed of the workplace?
Q2- Is the solution addressed brings some kind of opportunities in the workplace or not?
Q3- Is the solution provided is contributing to the near future success of the workplace or not near
future success?
Q4- What are going to be the long term consequences of the solution provided?
Q5- Will the solutions provided, make the inner environment of the workplace healthy or not?
Q6- Is the interest of every individual present in the workplace is associated with the solution given
or not?
1.6. List at least three examples of boundaries which should be considered when generating new
workplace ideas and responding to the ideas? (Guide: 3+ bullets)
 Have a healthy work culture by developing a structure of flexible schedule
 Developing a cafeteria for the regular periodic breaks
 Granting weekend off to the employees
 Developing a gaming lounge in the premises to provide relaxation to the employees.
1.7. List four methods that will help you to develop individual critical and creative thinking skills?
(Guide: 7+ bullets)
 Coming up with the new questions every time and finding number of ways to solve a single
problem
 By exploring more and more
 Becoming curious about the little things as well as the tough situations
 Indulging more into practices which involve decision-making and planning Creating Ifs and extending situations by moulding them differently
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ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
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ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
ASSESSMENT TASK 2: PRACTICAL ACTIVITIES
Assessment task instructions:
This is the second (2nd) assessment task which consists of four (4) activities, such as, writing reports, developing presentation aids, role-
plays and presentations. You must complete all activities at the required level to get a “Satisfactory” outcome.
Purpose of the assessment task:
The purpose of the assessment task is to assess your skills in the following:
 identifying and analysing workplace problems as part of a team
 developing questions on key challenges of a chosen problem
 consulting relevant stakeholders to gather information on workplace problems
 using a range of creative thinking techniques as part of a team to generate ideas or responses to questions or issues
 using critical thinking processes to develop relevant questions and criteria for identified workplace issue
 presenting to relevant stakeholders and respond to answers
 assessing feedback to identify key personal and team learnings
Assessment conditions and resources:
Skills in this unit will be demonstrated in a simulated workplace environment where the conditions are typical of those in a working
environment in the industry. Access to specific challenges and situations to which critical and creative thinking may be applied to
workplace problems as part of a team.
IMPORTANT NOTE: This unit specifies that you MUST demonstrate team work, oral communication, and
generate and present solutions of a workplace problem on at least two (2) occasions.
Read the Case Study and complete all activities.
Case Study - CoffeeVille
Rufus and Emma own CoffeeVille. CoffeeVille is situated in an inner-city suburb of Redfern and
close to trains and buses. CoffeeVille’s mission is to
always provide a unique and compelling cafe
experience for the socially aware professional and
inner-city coffee drinker. Serving high-quality coffee,
superior hot and cold gourmet food and beverages
and consistently high level of expert and
knowledgeable, fast and friendly service.
Rufus runs the kitchen and designs the menu for
each season and Emma is a qualified barista and runs
the café.
The café has tables both inside and on the street and
the environment is cosy and friendly. Their clientele
ranges from early 20s to mid-50s. The café is popular with students during the week and on
weekends it is visited by locals.
The café is getting busier and lately Emma noticed that the café received some complaints so
she decided to handout a survey to their current customers. She then collated the surveys and
inserted the responses into a spreadsheet which she prepared to share with staff.
Customer service surveys issued and received:
Total surveys distributed to current customers 800
Total surveys received and correctly completed 753
Total positive overall feedback received 739
Customer overall outcomes
Total responses received about bad service and similar (non-satisfactory) 16
Total of undecided responses to about customer service received (neutral responses) 5
Total responses about location of the café (excellent) 735
Total responses about quality and taste coffee product (excellent) 738
Business opportunity to improve - responses:
Total responses from customers who would purchase coffee beans - if reasonably priced and some
pointed out that the coffee beans are expensive 356
Total responses from customers who wish to have more food choices on the takeaway menu (good point) 250
Total responses from customers who either complained or selected slow service (negative) 26
Total responses from customers or businesses about the café’s young staff who did not understand
customer service and the menu or the coffee well when asked questions (negative) 13
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COFFEEVILLE
customner serv ice
outcomes
1
2
3
4
5
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ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
Total responses about receiving food late or slow service (negative) 13
In the additional comments section some customers took the time to write down additional
suggestions and these included:
 Wobbly tables on the street. The footpath is uneven making tables uneven.
 New and young service staff need more support from more skilled staff during the café’s busy periods e.g.
week days during lunch and Sundays during morning tea and lunch time.
 Sometimes during busy periods, it is difficult to walk around the tables when entering the café’s front doors to
order and pay for orders. The customer commented that he is concerned that someone will get hurt one day
if people keep going past the tables. Pedestrians sometimes bump into the corner of the table and drinks
spill.
 Another issue included the café’s slow service, slow ordering process and constant busy tone around
morning, lunch and afternoon tea times on the landline. Sometimes business customers give up and get their
coffee and food orders delivered through a close by competitor to the café.
Scenario:
Sarah organised a meeting in which she shared the above spreadsheet results. It was decided
during the meeting to form an ‘Improvement Committee’. The Improvement Committee (the
team) is required to review the survey outcomes and apply some critical thinking processes to
generate ideas and solutions to solve the situations and issues raised by the survey. You have
been working at the café for a year now so the team voted you to be their leader. Sarah wants
you and the team to:
 identify and analyse all problems noted in the spreadsheet and review it with the team
 develop questions to further investigate all raised issues from the survey
 use developed questions and consult with suitable stakeholders to gather further information
about the issues
 use the team’s creative thinking abilities to generate ideas or responses to solve the issues
 use critical thinking processes and question any ideas and solutions generated by the team to
ensure that the new solutions and ideas are all suitable and will not create other issues for the
café and the staff
 present selected ideas and solutions to stakeholders and answer questions about the ideas
and solutions
 assess feedback from the Improvement Committee and stakeholders and identify
responsibilities and requirements for development of staff and the café’s stakeholders
You are excited about the opportunity to improve the café’s reputation. Firstly, you decided to
review the café’s values, standards, policies, relevant procedures and objectives to ensure you
are following appropriate processes.
To prepare for the teams next meeting, you decided to review and identify and analyse all
issues. Sarah has forwarded a copy of the surveys for you to review.
Note: for further information about CoffeeVille, please use the link for the simulated company.
http://coffeeville.simulations.australiantrainingproducts.com.au/coffeeville.simulations.learn.com.au/intranet.html However, for
convenience, we have downloaded all available CoffeeVille documents which are available on the virtual company’s
website and these are placed it in the folder called assessment support materials in your portal.
Activities:
2.1. Use all of the information about the café and the survey outcomes to identify workplace
issues and problems and analyse them. Complete the following table. One example has
been completed for you. (Guide: 10+ words for each)
Issue/ problem
Analyse problems and
evaluate how they affect
customers
Analyse problems and
evaluate consequences
for the business (e.g.
WHS issues)
Analyse problems and
evaluate consequences
for the staff
Example: slow service Examples: Angry, upset, may Examples: Customer numbers Examples: Staff are frustrated,
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ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
miss their appointments, find
the café staff is not professional,
feel disappointed.
drop, café looks like they don’t
employ qualified staff,
reputation of the business may
suffer.
feel embarrassed, upset that
they cannot serve fast enough
for the customers.
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ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
Wobbly tables
Irritating the customers,
they are not able to eat
properly and keep their
belongings on the table.
It doesn't looks like the
cafe is maintain the
standards in its service
offerings and this may
lead to a huge decline
in the number of
customers.
The cafe is becoming
conscious about their
services and is
becoming less
confident which is
affecting the daily
functions.
Young staff training
Busy weekends annoy
the customers, when
they observe unskilled
staff serving them with
no ideas.
Non skilled workers
serving in the
cafe are harming
the image of
CoffeeVille, as
low and non-
qualitative
services are
offending and
testing the
patience of the
customers.
Cafe is forced to look
and work towards this
very factor, as it is
embarrassing both, the
staff and the
customers.
Less space
It is leaving the
customers to take every
step carefully as there is
a threat of getting hurt
by any corner of the
table or fall down
because of large
number of tables kept.
The less space is
making the people to
shift their interest to
some other café as
there is always a risk
of spilling food and
beverages over others
and high crowd is kind
of suffocating the place
also.
The staff is also not
able to serve freely and
have to take every step
carefully in order to
avoid accidents in the
place.
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ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
Slow service
Customers frequently
get angry and annoyed
because a lot of
personal time is wasted
while waiting for the
regular coffees ad
breakfast.
Slow servicing is
changing the mind of
many businessmen
who have a scheduled
time table and come
for the breakfast to the
café. This will
decrease the number of
customers eventually
for the café in a long
run.
Staff might start
feeling demotivated
and may even start to
work under pressure in
the near future which
will affect the culture
of the workplace.
Short takeaway menu
The customers who
wish to take their orders
daily at their workplace
are getting bored as
there are very limited
offerings present in the
menu.
The cafe might start
losing its regular
customers in the near
future which will
highly affect the
revenue making of the
business.
The staff will also have
to find another jobs
because of the low
occupancy rate which
will affect the revenue
generation of the
business eventually
High priced coffee
beans
Customers are ignorant
towards the buying of
the exotic coffee beans
as the prices are very
high
The business cannot
make extra sales even
after the exotic
offerings as they are
highly priced
Low sales of coffee
beans is making the
staff who is handling
this very department,
feel idle lose the
interest because of the
less work.
2.2. Select three workplace problems from the list, you collated in task 2.1, and which you
believe are most urgent to address first. Prepare questions which will be used to consult
with café’s stakeholders to further explore, challenge and examine each of the three
problems. One example has been provided. (Guide: 50+ words for each)
Issue/ problem Questions to explore, challenge and gain more information from stakeholders
Example: slow service
Examples:
Q1: During what serving periods was slow service recorded?
Q2: Was the service slow a delivery of food or delivery of coffee or drinks or both?
Q3: Was the slow service issue created by serving staff taking orders after customers arrived?
Q4: Was the slow service caused by the kitchen cooking slowly?
Q5: etc…. ensure you have enough questions to itemise the issues and come up with solutions to fix it.
Note: if you choose slow service – you must develop new suitable questions.
Wobbly tables
Q1: When exactly was the wobbly tables came into notice?
Q3: Is the issue noted by the customers or the staff of CoffeeVille?
Q3: Do the table stops the customers from working in the café?
Q4: Are there troubles recorded in context to the spilling of drinks?
Slow service Q1: What are the times during which the services are very slow?
Q2: What kind of services are slow delivery of mock tails, coffee or food?
Q3: Is the service slow because of delay in taking orders after the arrival of
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ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
the customers?
Short take away menu
Q1: At what time the first complaint was noticed regarding the issue?
Q2: Were there any ideas given by the customers regarding this problem?
Q3: Is there any reason related to the chefs skills that the menu is short or is
it because of the quality issues in the takeaways?
2.3. Presenting workplace problems and solutions to the café’s stakeholders. (presentation 1 of
2)
In this task you will be demonstrating, oral communication, team interaction, presentation
skills, critical thinking and problem-solving skills, using different ways of thinking to explore
new ideas.
a) Organise a meeting in which you will present problems and seek solution ideas. (Guide:
complete 6 points and the template)
1. Select appropriate team members (the team is to consist of suitable café’s
stakeholders, including, a manager, customers and staff members)
2. Develop an agenda and list topics to discuss at the meeting
3. Prepare documentation you developed in tasks 2.1 and 2.2
4. Forward the agenda and the documentation to your team (you may use TEAMS or
email to share)
5. Ask the team to review the documents and invite them to contribute to the agenda
items
6. Collect comments from the team and use the below template to develop your agenda
CoffeeVille Meeting Agenda
Meeting name Improvement Planning 8 August 2022 (5 p.m)
Meeting Leader Student ID and name Face to face meeting
Members invited
Stakeholders, Manager,
Staff members and
Customers
Their emails or other contact details
Meeting overview
The meeting has been scheduled for the purpose to rectify all the emerging
problems which are pushing the business backward. In the meeting new
plans and ideas will be welcomed by the members associated with the
CoffeeVille in order to resolve the complaints and improvise the experience
of the customers by providing qualitative services in the place.
Points to be discussed
(add rows to this section of
the agenda as required)
Wobbly tables
Irritating the customers, they are not able to
eat properly and keep their belongings on the
table
Young staff training
Busy weekends annoy the customers, when
they observe unskilled staff serving them
with no ideas.
Less space
It is leaving the customers to take every step
carefully as there is a threat of getting hurt
by any corner of the table or fall down
because of large number of tables kept
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ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
Slow service
Customers frequently get angry and annoyed
because a lot of personal time is wasted
while waiting for the regular coffees ad
breakfast.
Short takeaway menu
The customers who wish to take their orders
daily at their workplace are getting bored as
there are very limited offerings present in the
menu.
High priced coffee beans
Customers are ignorant towards the buying
of the exotic coffee beans as the prices are
very high
Legislative
requirements raised by
each issue (laws,
regulations, regulations etc…)
Australian consumer law,
2011
Organisational policies
and procedures are
relevant to each issue?
What will be required
from the team?
The team will be required to pay attention to these key areas as these are the
main areas which are dragging the business in a backward direction but
when addressed properly, these areas can drive the growth of the business
in the forward direction as well. Here the staff will be required to serve a
little faster to the customers so that they don’t have to wait for long. The
manager will have to take care about the tables which are causing troubles
and also pay attention to the training programmes of the workers so that
their skills can be enhanced. The issue of less space and decision of the
coffee beans prices will be handled and taken by the stakeholders
accordingly. Only after the good efforts by the team the complaints of the
customers can be resolved.
RSVP date to send back
information to be
added to the meeting 15th August, 2022 Comments from team
to add to discussion
points.
b) Conduct your meeting (role-play). Review the Case Study. Engage the team to address
identified workplace problems and evaluate selected solutions for improvement. Present
all documentation you prepared at the meeting to the team. Use the space below to take
notes. (Guide: 20+ minutes or as suitable; and complete all 10 points)
 Present the information prepared at the meeting, and with the team: (presentation 1 of 2)
1. review the table you completed in task 2.1, and identify if there are any additional
problems you may have missed and record these
ANS- In the table it has been identified that there were many issues faced by the customers in the café
regarding the services, the menu, high pricing of the coffee beans etc. in the above table all the
issues have been addressed and other than that no other issue is there with the café as the food is
extremely qualitative and exotic
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ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
2. review the three problems you selected as most urgent, task 2.2, and with the
team:
o confirm if the problems you selected are suitable or if others are more urgent
and;
o select and confirm two out of the three problems that should be address first;
then
o review all prepared questions, from task 2.2, for the two problems; and
o devise additional questions to gain more information about the two problems
ANS- The problems mentioned in the task 2.2 is are the most urgent problems as wobbly tables, slow
services and short menu of the takeaway were really affecting the customers experience in the
café. Out of these three, slow services and short takeaways menu are the most crucial factors.
The questions mentioned above, concerning every issue are clearly mentioned in order to deal
with the problem by going to the roots.
3. use critical thinking strategies and devised questions, and further explore the
nature of the two problems and identify improvement needs
ANS- Questions-Q1- Do the slow services make the customers to stand and go from the café?
Q2- Is there any fall in the number of daily customers because of the short takeaway menu?
Nature- Here, the slow services and short takeaway menu are the main problems which arise
because of the bad management of a place.
The need for improvement is most wanted in these areas because this might affect the customer
base and the image of CoffeeVille.
4. review legislative requirements, breeches and urgent issues relevant to the two
problems
ANS- Australian consumer law, (ACL), 2011
5. review the café’s policies, procedures and processes relevant to the two problems
and discuss if any of the policies, procedures or processes need to be amended,
rewritten or replaced.
CoffeeVille follow policies and procedures which concern keeping an eye on the
customer’s satisfaction, be consistent with its offerings, prioritize the customers and
retain the customers by offering the best. Here, the business should improvise its policy
which concerns the customer satisfaction as the café is not able to deliver the best of
abilities.
Use this space to take your notes. You will be using these notes when you are completing the Minutes of the Meeting –
the Café’s communications report.
 Evaluate selected solutions for the café’s workplace problems and with the team:
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ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
6. use the team’s knowledge and experiences and a range or critical thinking
techniques and methods, to identify and generate a number of suitable solutions to
address the café’s two identified workplace problems.
ANS- The recommendations given by the team members according to their knowledge bring the
solutions where the speed of the staff has to be improved be it in the kitchen centre or the
availability of the regular staff that serves. The recommendation also leads to the solution of
hiring of new chef to introduce the new takeaway menu.
7. discuss and collect ideas to address processes needed for each solution to work
ANS- The idea for the solution to work is that, as the daily kitchen staff is aware of the regular orders,
so for that the staff can start preparing for the food a little in order to deliver their services
without wasting the time of customers. Here, for hiring of the new chef the manager and the
trained chef should take out some time so that they can interview a new chef who has unique
ideas to extend the takeaway menu as well as know how to provide a qualitative taste.
7. use the café’s policies, processes and criteria, and select suitable solutions and
implementation strategies for improvement; and
ANS- As the policies of the cafes are concerned with the customer satisfaction and qualitative
offerings, there are major improvements which are required in the functioning related to the
working of the staff, cafe prices and the overall management. By managing all the activities and
keeping a close eye on the daily tasks, the manager should start changing the sitting area by
bringing in the new tables to avoid the complaints of the customers and placing them at new
points which can make the look café spacious enough.
8. evaluate each selected suitable solution to ensure it is appropriate and manageable
for the café. (note: you may use a risk assessment matrix and assess each of the
selected solutions)
ANS- RISK MANAGEMENT MATRIX
RISK IDENTIFICATION- This identification is concerned with the determination of the potential risks. Here there are
various risks which might affect the working of the business, the major risks are the low quality tables which do not
have any proper balance, slow services, less trained workforce, less space, short takeaway menu etc.
RISK ANALYSIS ASSESSING THE IMPACT LEVEL- These risks were impacting the feedbacks
columns and through these feedbacks and survey planned, the main issues were high lightened
which could affect the daily orders of the business.
RISK PRIORTIZATION- Here out of the risks mentioned above, the most harmful risk is the short
takeaway menu and the slow services which are wasting a lot of time of the customers and the
menu which is leaving a saturation point in the customers.
RISK SEVERITY- The severity is very high as these factors are directly affecting the functioning of
the business and is also resulting in a low revenue of the business.
RISK LIKELIHOOD- It is the possibility of occurrence that a risk has in the business. Here it holds
75% of the likelihood.
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ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
RISK ZONES- There are 3 zones Green, Red, Yellow. Red denoting high risk, yellow denoting low
risk and green denoting moderate risk. Here the CoffeeVille has Red zone risks which are not at
all acceptable.
RISK STATUS- Status of the risk shows the position. Here, in the cafe the risks have been identified
and
Agreed.
RISK AUDITRISK METRICS- The metrics shows the number of the total risks, frequency of the
occurrence, harm that has been done by the risk etc. In CoffeeVille, there are 6 risks identified and if
not resolved, it may also lead to the low profits to the business.
9. use critical thinking methods, question stakeholders, clarify and confirm selected solutions to
address the two workplace problems. Use the space below for your notes.
ANS- The main questions that can be asked for the problems mentioned above are from when the
actual problem of the wobbly tables started to arise? what are the timings when the slow services
are observed? And how can the menu of takeaway be extended?
The problems come up with the solutions of new hiring of the chef who can add more dishes and food
in the takeaway menu and the proper management of staff which will help to deal the on time
servicing and proper management of the sitting.
Use this space to take your notes. You will be using these
notes when you are completing the Café’s Communications
report (Minutes of the Meeting).
Note: use your team to help you to evaluate and risk
assess each solution and use the risk assessment table
example or other means of evaluation. Please note use of
the risk matrix is optional.
c) Use all feedback collected during the meeting, critically evaluate the selected solutions
and complete the Café’ Communication’s Report which is to be used to present to the
café’s stakeholders and management. (Guide: complete the template)
CoffeeVille Communication Report
Name of meeting Improvement planning 8th August (5p.m)
Meeting leader Student ID and name Face to face meeting
Stakeholders Colleagues names Their emails
Documents tabled List of documents that were made available and given to the team at the meeting
Outcomes of discussions and critical thinking processes, techniques and methods used to confirm choices
made.
Damaging problems
confirmed by the team The major three issues here are
 Slow servicing
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Impact of risk
Likelihood of the risk happening
Rare Unlikely Possible Likely Most
likely
Extreme LM M MH H H
High L LM M MH H
Moderate L LM M MH MH
Low L LM LM M MH
Very low L L LM M M

ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
 Short takeaway menu
 Wobbly tables
Here out the these three the two main problems are the slow servicing and
the short takeaway menu as that can affect the future functioning of the
business and generate low revenue.
Reviews, analysis,
critical thinking
methods used
For availing proper feedbacks, a survey was conducted which addressed all
the issues of the business. The additional feedbacks were also given by the
customers which made the business to come across the major problems, the
business was going through.
But after determining the issues, ideas were collected by the members who
are associated with the business to deal with the issues with critical
thinking.
Organisational
documents affected or
used for reviews
The policies and procedures of the business are concerned with customer’s satisfaction
and high quality experience. But due to the major problems faced by the business, there
are many mending which should be done in the businesses structure. Here the CoffeeVille
should improvise its services and deliver much faster services and adopt the proper
arrangement of sitting at the same time.
Legislative breeches Australian customer laws, 2011
Proposed and solutions
to address selected
problems
The problems mentioned above, have forced the business to hire a new chef who can plan
on a new takeaway menu and the 2nd solution of manager to become more active with the
entire management of staff by keeping an eye on the slow services done by them and
converting them into fast services.
List of documents and
attachments used
This can include the data you collected, comments, emails from stakeholders, if you
developed a feedback form you may put this into a spreadsheet and attach it or provide
the actual feedback forms etc….
Additional comments NA
Proposed date for
presentation 27 August 2022.
Approved by Emma and Rufus Information dissemination
format Presentation and meeting
2.4. Presentation of workplace problems and solutions (presentation 2 of 2)
This task will enable you to demonstrate oral communication, team interaction, use of
critical thinking techniques and presentation for the second time. In this task you will finalise
and review solutions and the development process and you will be demonstrating your
critical thinking, learning and problem-solving skills.
a) Organise a presentation date in which you will be presenting the details of the Coffeeville
Communications Report to the café’s stakeholders and: (Guide: complete all 4 points
below)
1. confirm date and time for the presentation to selected stakeholders (incl. Emma and
Rufus, café’s stakeholders)
2. select how the presentation will be conducted (e.g. face to face, MS TEAMS, workplace)
3. prepare documents for the presentation (e.g. data, documents, feedback notes or
forms, CoffeeVille Communications Report completed in task 2.3)
4. prepare presentation aids (e.g. PowerPoint or other handouts to help you with
presenting information).
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ASSESSMENT TASKS
Qualification details: BSB30120 Certificate III in Business
SBTA course reference: BC3-20_3.1_Critical thinking
Units of competency: BSBCRT311 Apply critical thinking skills in a team environment
b) Conduct the presentation. Complete all 5 points below, take notes and collect feedback.
(Guide: 20+ minutes or as required)
1. present all selected solutions to invited stakeholders and explain the critical thinking
processes involved in the decision-making
2. utilise all available documentation, data, reviews, analysis and outcomes, comments
and notes to explain selected solutions to the identified workplace problems you and
the team confirmed
3. ask questions from the audience and invite them to give feedback
4. respond to challenges and questions raised from stakeholders’
5. evaluate the critical thinking processes used with the stakeholders and team members
present and take notes of all feedback received prior or during the meeting.
Use this space to take note of feedback and questions and answers raised during your 2nd presentation
c) Collect all feedback and complete final report for Emma and Rufus that will cover the
outcome of selected solutions, improvement processes and comments collected from the
final presentation. You may use the table below or the Café’s Communication Report
template to complete this activity. (Guide: complete the template)
CoffeeVille Communication Report
Name of presentation Final outcomes presentation Presentation date and
time 27th August, 2022
Presenter/Meeting
Leader Your name and student ID Face to face meeting
Stakeholders present Names and student IDs Emails
Presentation overview
The presentation is made in order to show the results and effect which has been observed
after applying the relevant strategies and ideas which were suggested in the previous
meeting.
Documents presented
Outcomes of discussions and critical thinking processes, techniques and methods used to confirm choices
made and finalised during the presentation / meeting. (comments generated and collected during the
presentation / meeting)
List points discussed and
add rows as required.
List comments collected, feedback made and responsibilities assigned including
implementation timelines and responsibilities, motoring of implementation and etc….
Additional comments
Approved by Emma and Rufus Form of
dissemination Presentation and meeting
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