Assessment Plan for PUACOM001C

This document provides an assessment plan for the unit PUACOM001C Communicate in the workplace. It includes the purpose of the assessment, target group, assessment methods, resources required, and assessment arrangements.

Running head: HUMAN RESOURCE MANAGEMENT
Human Resource Management
Name of the Student
Name of the University
Author Note

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Step 1 - Assessment Plan
ASSESSMENT PLAN
Unit name and code PUACOM001C Communicate in the workplace
Purpose of the assessment This unit describes the skills and knowledge to interact with
people internally and externally through verbal, nonverbal and
written communications in the workplace and the ability to
follow verbal and written workplace instructions.
It applies to all workers, but has a specific focus on the
communication skills require by entry level workers with
public safety organizations and other safety roles.
Target group VET Students completing a course that this unit is part of
Context of assessment Training and Assessment Environment
Written as well as practical components assessment
classroom based
Specific needs of the cohort/individual
being assessed
All students have completed an LLN prior to their
enrolment
There are some students who possess effective minor
difficulties. However, none of that is supposed to hinder
their ability for achieving competency in the unit.
Personnel involved in the assessment Narelle Ward

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process?
Assessment information and evidence requirements
Assessment methods
Assessment instruments required
for each method
Unit requirements
this meets (PC1.2,
PE2, KE4 etc.)
1 Written test
Written questions
Instructions for candidate
Marking guide for assessor
See mapping at end
of document
2
Practical Tasks
Instructions
Company Policy & Procedures
Observation Check list
See mapping at end
of document
3 Group Discussion/Question Discussion/Question Guideline for
the assessor
Observation Checklist
See mapping at end
of document
Resources
Specialist support (if applicable/required)  Access to the internet and library
 After class programs
 Access to employees
 integration aids

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Any tools or equipment required for
assessment
Desk, chair, computer
Any materials required for assessment Company policy and procedures folder
Any other resources required for
assessment (for example, supporting
documentation)
Computer manual
Any human resources required for
assessment (for example, other workplace
personnel, clients/customers etc.)
Not required for this unit
Assessment arrangements
Timeline for assessment – when will each
item be assessed?
The two assessments will be completed within the
delivery of the unit
How long will be given to each
assessment?
Written Assessment 30 mins
Written assignment 2 30 mins
Group Discussion 30 mins
Is integration of activities possible? The group discussion will lead into the practical
assessment
Assessment arrangements continued

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Work health and safety issues that may
impact on assessment activities being
conducted
No additional health and safety issues are expected for
this assessment plan. It is expected that students will
have a safe environment at all times.
A sight safety assessment will be made as part of the
group discussion assessment
Privacy/confidentiality issues that may
impact on assessment activities/portfolios
submitted
None at this stage as they will be handed to the assessor
directly
Any other issues that may impact on
assessment activities (for example,
sustainability)?
The practical assessment will be rescheduled if there is
power shortage
Any reasonable adjustments identified? Students may need additional time for assessments and
this is available if required
Where will assessment outcomes be
recorded?
All the students will be provided with a cover sheet where
the assessor will be able to record the feedback as well a
the outcome. The final results of the unit will be recorded
in the LMS
Date of each assessment to be
submitted/conducted
All assessments are to be submitted and conducted with
the time allocated for the unit.

5HUMAN RESOURCE MANAGEMENT

6HUMAN RESOURCE MANAGEMENT
Step 2 - Assessment Instructions and Instruments
DEVELOP THE ASSESSMENT - Assessment Task Instructions
ASSESSMENT TASK INSTRUCTIONS
Unit code and title PUACOM001C Communicate in the workplace
Workplace/Location Classroom/ Simulated office environment
Purpose of assessment This unit describes the skills and knowledge to interact with people
internally and externally through verbal, nonverbal and written
communications in the workplace and the ability to follow verbal and
written workplace instructions.
It applies to all workers, but has a specific focus on the communication
skills require by entry level workers with public safety organizations and
other safety role
Context of assessment Training and Assessment Environment
Written and Practical components assessment that are classroom based
Resources required for
assessment
Assessment Task 1
PC and Microsoft Office
Login details for IVET student portal
Pen or Paper

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ASSESSMENT TASK INSTRUCTIONS
internet
Assessment 2
PC and Microsoft Office
Login details for IVET student portal
Pen or Paper
Safety considerations All the students are subjected to work within the classroom setting as well
a work under the supervision of the assessor during the exam.
All tasks needs to perform within a classroom and should be monitored by
the trainer all the time.
Students should be warned about the consequences of using the internet for
personal reasons.
Students should be warned in case any hazards are present in the room.
Instructions to the
candidate:
Assessment 1
The chief focus of Assessment 1 is to enhance the knowledge associated
with the communication skills of the student. In assignment one 5
descriptive and reflective questions associated with the communication in
workplace has been provided to the students. The students needs to answer
the questions so that the assessor can understand his or her understanding

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ASSESSMENT TASK INSTRUCTIONS
of the mentioned
The mentioned test is a open book test and needs to be completed within
30 minutes
Resources required:
PC and Microsoft Office
Login details for IVET student portal
Pen and Paper
internet
Assessment 2
In this assessment students needs to answer 10 multiple choice questions
provided to them.
This assignment has been designed to assess the knowledge as well as
skills of students that have been gained by the same throughout the course.
The assessment is comprised of a series of multiple choice questions that
will allow the students to demonstrate their competence in this unit.
The mentioned test is a close book test and needs to be completed within
30 minutes

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ASSESSMENT TASK INSTRUCTIONS
Resources required:
PC and Microsoft Office
Login details for IVET student portal
Pen or Paper
Conditions of Assessment
 Students must attempt all parts of each assessment task.
 For students’ performance to be deemed satisfactory in this
assessment task, they must satisfactorily address all the assessment
criteria. If part of this task is not satisfactorily completed students
will be asked to complete further assessment to demonstrate
competence.
 Students will be provided feedback on their performance by their
Assessor. The feedback will indicate if they have satisfactorily
addressed the requirements of each task or indicate the task(s) not
satisfactorily addressed and indicate what tasks they must re-
attempt at a later date to demonstrate satisfactory performance.
 Students have the right to appeal the outcome of assessment
decisions if they feel they have been dealt with unfairly or have

10HUMAN RESOURCE MANAGEMENT
ASSESSMENT TASK INSTRUCTIONS
other appropriate grounds for an appeal.
What needs to be
submitted?
Assessment task 1
Students are required to complete a portfolio of work that includes all of
the items listed below.
Observation Checklist completed by assessor
Completed computer work tasks
Assessment task 2
Students are required to complete a portfolio of work that includes all of
the items listed below.
Observation Checklist completed by assessor
Completed computer work tasks
Resubmission
In case any student is unable to gain satisfactory marks after his or her 1st
completed submission, he/she will be provided with a second chance of
resubmission. However, this time they have to work only on the questions
they have not gained satisfactory marks.
Reasonable adjustments Students are encouraged for contacting their trainer prior to attempting this

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ASSESSMENT TASK INSTRUCTIONS
(assessor to indicate
possible adjustments):
task in case they do not understand any part of this task or in case they
have any learning issues/ requirement that may prevent them when
attempting any part of the assessment.
Assessor name Date
Assessor signature

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Role Play/Scenario/Observation Task Template
ROLE PLAY / SCENARIO/OBSERVATION TASK
Instructions to the candidate:
In this assessment task student need to answer all the descriptive and reflective questions
provided to them to demonstrate their understanding of communication skills in the workplace.
This task will be followed by task 2 which is answering 10 multiple choice questions designed
to assess their understanding of this unit.
Resources required:
PC and Microsoft Office
Login details for IVET student portal
Pen or Paper
internet

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Role-play/Scenario/Observation task details:
Task 1: Answering questions associated with communication skill in the workplace
The chief focus of Assessment 1 is to enhance the knowledge associated with the
communication skills of the student. In assignment one 5 descriptive and reflective questions
associated with the communication in workplace has been provided to the students. The
students needs to answer the questions so that the assessor can understand his or her

14HUMAN RESOURCE MANAGEMENT
understanding of the mentioned.
Task 2: Answering the MCQ questions associated with communication skill in the
workplace
In this assessment students needs to answer 10 multiple choice questions provided to them.
This assignment has been designed to assess the knowledge as well as skills of students that
have been gained by the same throughout the course. The assessment is comprised of a series of
multiple choice questions that will allow the students to demonstrate their competence in this
unit.
Conditions of Assessment 2
 Students must attempt all parts of this task.
 This is an close book test. Hence students are not permitted to refer to books.
 In case any student is able to gain satisfactory marks after his or her 1st completed
submission, he/she will be provided with a second chance of resubmission. However,
this time they have to work only on the questions they have not gained satisfactory
marks.
 Students will be provided feedback on their performance by the trainer. The feedback
will indicate if they have satisfactorily addressed the requirements of each task or
indicate the task(s) not satisfactorily addressed and indicate what tasks you must re-
attempt at a later date to demonstrate satisfactory performance.

15HUMAN RESOURCE MANAGEMENT

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ROLE PLAY / SCENARIO/ OBSERVATION TASK CHECKLIST
Did the candidate: Yes No N/A Comments
1
The students completed the task
and showed an ability to integrate
the skill requirements of this unit.
2
The students developed the
knowledge of language used in all
communications is clear concise
and appropriate to client
3
Students have developed the
ability prepare and process routine
written correspondence notes

17HUMAN RESOURCE MANAGEMENT
and records
4
Students developed the ability to
Communicate non verbally
Reasonable adjustments
Candidates are encouraged to contact their trainer prior to attempting this task if they do not
understand any part of this task or if they have any learning issues/ needs that may hinder them
when attempting any part of the assessment.
Student name Date
Assessor name Date
Assessor
signature
Task outcome  Satisfactory  Not satisfactory

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Role Play/Scenario/Observation Task Assessor Template
ROLE PLAY / SCENARIO/OBSERVATION TASK ASSESSOR GUIDE
Instructions to the assessor:
All assessors are expected to have read and follow the trainer and assessors’ handbook
regarding all assessment task. This handbook outlines in detail:
 Assessor Instructions – pre – assessment
 Assessor Instructions – during assessment
 Assessor Instructions – post assessment
 Guidelines for completing assessment tasks using simulated workplace environment/s
 Students with specific learning needs
Assessor Information
 Assessors are to arrange the facility to reflect a workplace environment and associated
resources, materials and equipment prior to administering this task.
 Facilities, equipment and resources must include a classroom, PC workstations, chair,
VDU, keyboard, mouse, OHS hazards (e.g. cracked VDU screen - not connected to
power source), frayed cable (not plugged in), debris on the floor, spilt water, upturned
tables and chairs or ladder near work station, bags near walkway.
 Hazards must be placed away from where the student is working/ walking/ entering the

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work station/ near but in an area they can see.
 Assessors are to familiarise themselves with the Observation checklist and marking
criteria
 Assessors are to vary hazards with each student.
Role-play/Scenario/Observation task detail

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ROLE PLAY / SCENARIO/ OBSERVATION TASK CHECKLIST- ASSESSOR MARKING
GUIDE
Use the checklist below to observe the student performing the required task(s) and record their
performance. If the student misses a step, have the student perform the step again, so that you are
confident they can demonstrate that skill.
If the student cannot demonstrate the required skills, you may pose questions or hypothetical situations
based on your knowledge of their work environment and/or the unit requirements.
Use this Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each
activity observed.
Did the candidate: Yes No N/A Comments
1
The students completed the task
and showed an ability to integrate
the skill requirements of this unit.
2 The students developed the
knowledge of language used in all
communications is clear concise

21HUMAN RESOURCE MANAGEMENT
and appropriate to client
3
Students have developed the
ability prepare and process routine
written correspondence notes
and records
4
Students developed the ability to
Communicate non verbally
Reasonable adjustments
Candidates are encouraged to contact their trainer prior to attempting this task if they do not
understand any part of this task or if they have any learning issues/ needs that may hinder them
when attempting any part of the assessment.
Student name Date
Assessor name Date
Assessor signature
Task outcome  Satisfactory  Not satisfactory

22HUMAN RESOURCE MANAGEMENT
Written Questions Template
Written questions
Assessment 1
The chief focus of Assessment 1 is to enhance the knowledge associated with the communication skills
of the student. In assignment one 5 descriptive and reflective questions associated with the
communication in workplace has been provided to the students. The students need to answer the
questions so that the assessor can understand his or her understanding of the mentioned.
The mentioned test is a open book test and needs to be completed within 30 minutes
Resources required:
PC and Microsoft Office
Login details for IVET student portal
Pen or Paper
internet
Conditions of Assessment
Students must attempt all parts of this task.

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This is an open book test. Students may refer to books.
In case any student is able to gain satisfactory marks after his or her 1st completed submission, he/she
will be provided with a second chance of resubmission. However, this time they have to work only on
the questions they have not gained satisfactory marks.
Students will be provided feedback on their performance by the trainer. The feedback will indicate if
they have satisfactorily addressed the requirements of each task or indicate the task(s) not satisfactorily
addressed and indicate what tasks you must re-attempt at a later date to demonstrate satisfactory
performance.
Question 1
How will you describe a effective or good communication?
 Satisfactory  Not satisfactory
Question 2
Why do you think that communication skill is important in workplace?
 Satisfactory  Not satisfactory
Question 3
What are the greatest challenges associated with good communication?

24HUMAN RESOURCE MANAGEMENT
 Satisfactory  Not satisfactory
Question 4
why is listening to the colleagues or superiors is considered to be one of the major factors that is
associated with good communication skill in workplace?
 Satisfactory  Not satisfactory
Question 5
Do culture, gender, social class and nationality impose effect on communication in workplace? If so,
explain why?
 Satisfactory  Not satisfactory
Written questions
Assessment task 2

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This assessment was focused on the skills of the students to complete their tasks effectively. A
questionnaire of 10 questions will be provided to the students. Students have to answer the questions
within the stipulated time period.
Observation Checklist completed by assessor
Completed computer work tasks
Resources required:
PC and Microsoft Office
Login details for IVET student portal
Pen or Paper
Conditions of Assessment
Students must attempt all parts of this task.
This is a close book test. Students may refer to books.
In case any student is able to gain satisfactory marks after his or her 1st completed submission, he/she
will be provided with a second chance of resubmission. However, this time they have to work only on
the questions they have not gained satisfactory marks.
Students will be provided feedback on their performance by the trainer. The feedback will indicate if
they have satisfactorily addressed the requirements of each task or indicate the task(s) not satisfactorily
addressed and indicate what tasks you must re-attempt at a later date to demonstrate satisfactory

26HUMAN RESOURCE MANAGEMENT
performance.
Question 1
1. Which of these is the external sound present in the channels of communication?
a. noise
b. over communication
c. Cultural barriers
 Satisfactory  Not satisfactory
Question 2
Which of these should not be avoided for effective communication?
a. noise
b. planning
c. wrong assumptions
 Satisfactory  Not satisfactory
Question 3
__________ are problems arising from expression
a. cultural barriers

27HUMAN RESOURCE MANAGEMENT
b. semantic issues
c. selecting perception
 Satisfactory  Not satisfactory
Question 4
Both encoding and decoding of message are influenced by our emotions.
a. true
b. false
 Satisfactory  Not satisfactory
Question 5
In which of these problems, the actual message is lost in the jungle of information?
a. selecting perceptions
b. over communication
c. under communication
 Satisfactory  Not satisfactory
Question 6
Communication should serve as a conflict- reduction exercise.
a. True

28HUMAN RESOURCE MANAGEMENT
b False
 Satisfactory  Not satisfactory
Question 7
_______ means to impart understanding of the message.
a. encoding
b. receiver
c. Decoding
 Satisfactory  Not satisfactory
Question 8
When is the communication process complete?.
a. when the massage is transmitted by the sender
b. when the massage enters the channel
c. when the massage leaves the channel
d. when the receiver understand the message
 Satisfactory  Not satisfactory
Question 9
Noise is one of the major enemies of communication

29HUMAN RESOURCE MANAGEMENT
a. true
b. false
 Satisfactory  Not satisfactory
Question 10
Which of these must be avoided for effective communication?
a. clarity in the language
b. listening in a poor manner
c. home communication skills
d. adequate medium
 Satisfactory  Not satisfactory
Written Questions Assessor Template
Written questions – ASSESSOR GUIDE
In this assessment task students are required to read the questions and either write in the correct answer in the
spaces provided and where prompted.
This is an assessment of the knowledge and skills gained through training throughout the course. This

30HUMAN RESOURCE MANAGEMENT
assessment contains a series of on line questions designed to allow students to demonstrate competence in the
unit.
Resources Required:
 PC and Microsoft Office
 Login details for IVET student portal
 Pen or Paper
When completing the assessment tasks candidates are required to individually demonstrate satisfactory
performance.
Conditions of Assessment
 This is a closed book assessment to be completed at the training facility on site in no longer that 70
minutes.
 For students performance to be deemed satisfactory in this assessment task, students must provide a
correct response to every question. If part of this task is not satisfactorily completed, students will be
asked to complete further assessment to demonstrate competence.
 Students will be provided feedback on their performance by their assessor. The feedback will indicate if
they have correctly answered each question or indicate the questions answered incorrectly. Students will
be advised of the subject areas that they must re-attempt questions on at a later date to
 Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt
with unfairly or have other appropriate grounds for an appeal. Students will be required to follow the
instructions in the student handbook regarding this.
Guidelines for written submissions
All assessors are expected to have read and follow the trainer and assessors’ handbook regarding all assessment

31HUMAN RESOURCE MANAGEMENT
task. This handbook outlines in detail:
 Assessor Instructions – pre – assessment
 Assessor Instructions – during assessment
 Assessor Instructions – post assessment
 Guidelines for administrating written assessments
 Students with specific learning needs
The assessor should contact the VET Training Manager to clarify any information if the processes or assessor’s
expected contribution is unclear, prior to administering any assessment tasks. In other terms, it can be described
as a verbal speech or other methods of relaying information within an organization.
Question 1
How will you describe an effective or good communication?
Effective communication can be defined as the interconnected system where the ideas of the employees
as well as employers flows comprehensively, quickly as well as in a sustainable manner.
 Satisfactory  Not satisfactory
Question 2
Why do you think that communication skill is important in workplace?
Effective communication is highly crucial in contemporary workplaces since it helps the employers and
the employees to develop an effective bondage. Not only this, it also provides better understanding of
their tasks in an organization. Effective communication between the employees diminishes the chances
of conflict within them. Lack of conflict, in turn ensure effective professional relationship between the

32HUMAN RESOURCE MANAGEMENT
employees. As a result of this an effective work environment is created and loyalty of the employees
towards the organization gets increased.
 Satisfactory  Not satisfactory
Question 3
What are the greatest challenges associated with good communication?
Some of the greatest challenges faced in the workplace are as follows:
1. Lack of appropriate plan: for effective communication a forethought is needed. Specially when the
target includes an executive audience
2. Lack of understanding of the needs of the audience
3. A confused as well as unclear purpose of communication
 Satisfactory  Not satisfactory
Question 4
Why is listening to the colleagues or superiors is considered to be one of the major factors that is
associated with good communication skill in workplace?
Listening can be defined as the ability to accurately receive as well as interpret massages in the
communication process. Listening mindfully to the colleagues and superior will help the student to
possess a better understanding of the information provided to them. This in turn will enhance the
productivity of the students. Not only this gesture of listening also makes the speaker feel valued and
thus enhances the relationship between the employees.
 Satisfactory  Not satisfactory
Question 5

33HUMAN RESOURCE MANAGEMENT
Do culture, gender, social class and nationality impose effect on communication in workplace?
Since culture is signified by past experiences and perceptions it does impose a huge impact on the
communication in workplace. Gender and social class also plays a crucial role in shaping the style of
communication. However these factors are not the sole factors that impose impact on workplace
communication.
 Satisfactory  Not satisfactory
Written questions
Assessment task 2
This assessment was focused on the skills of the students to complete their tasks effectively. A
questionnaire of 10 questions will be provided to the students. Students have to answer on the questions
within the stipulated time period.
Observation Checklist completed by assessor
Completed computer work tasks
Resources required:
PC and Microsoft Office
Login details for IVET student portal

34HUMAN RESOURCE MANAGEMENT
Pen or Paper
Conditions of Assessment
Students must attempt all parts of this task.
This is a close book test. Students may refer to books.
In case any student is able to gain satisfactory marks after his or her 1st completed submission, he/she
will be provided with a second chance of resubmission. However, this time they have to work only on
the questions they have not gained satisfactory marks.
Students will be provided feedback on their performance by the trainer. The feedback will indicate if
they have satisfactorily addressed the requirements of each task or indicate the task(s) not satisfactorily
addressed and indicate what tasks you must re-attempt at a later date to demonstrate satisfactory
performance.
Question 1
1. Which of these is the external sound present in the channels of communication?
a. noise
b. over communication

35HUMAN RESOURCE MANAGEMENT
c. Cultural barriers
ans. noise
 Satisfactory  Not satisfactory
Question 2
Which of these should not be avoided for effective communication?
a. noise
b. planning
c. wrong assumptions
ans. planning
 Satisfactory  Not satisfactory
Question 3
__________ are problems arising from expression
a. cultural barriers
b. semantic issues
c. selecting perception
ans. semantic issue.
 Satisfactory  Not satisfactory

36HUMAN RESOURCE MANAGEMENT
Question 4
Both encoding and decoding of message are influenced by our emotions.
a. true
b. false
ans. true
 Satisfactory  Not satisfactory
Question 5
In which of these problems, the actual message is lost in the jungle of information?
a. selecting perceptions
b. over communication
c. under communication
ans. Overcommunication
 Satisfactory  Not satisfactory
Question 6
Communication should serve as a conflict- reduction exercise.
a. True
b False

37HUMAN RESOURCE MANAGEMENT
Ans. True
 Satisfactory  Not satisfactory
Question 7
_______ means to impart understanding of the message.
a. encoding
b. receiver
c. Decoding
Ans: Feedback
 Satisfactory  Not satisfactory
Question 8
When is the communication process complete?.
a. when the massage is transmitted by the sender
b. when the massage enters the channel
c. when the massage leaves the channel
d. when the receiver understand the message
ans: When the receiver understand the massage
 Satisfactory  Not satisfactory

38HUMAN RESOURCE MANAGEMENT
Question 9
Noise is one of the major enemies of communication
a. true
b. false
 Satisfactory  Not satisfactory
Question 10
Which of these must be avoided for effective communication?
a. Sharing of activity
b. Listening
c. Ambiguity
d. Politeness
Ans: Ambiguity
 Satisfactory  Not satisfactory
Step 3 – Review your assessment tool
You are required to complete a review of your completed assessment tool for the unit of
competency indicated in the assessment plan you have developed in the previous step.

39HUMAN RESOURCE MANAGEMENT
A template ‘assessment quality review checklist’ follows to guide you through the review.
If when reviewing you respond with a no (N) when it should be a yes (Y), make the necessary
changes on your assessment tool and add a brief comment of the review tool
(comments/suggestions) of what you altered to rectify the situation.

40HUMAN RESOURCE MANAGEMENT
Assessment Quality Review Checklist
The following document is to be used by you to review your own assessment questions. Please
complete all areas.
ASSESSMENT QUALITY REVIEW CHECKLIST
Unit reviewed: BSBWOR202 Organise and complete daily work activities
List all documents that are to be reviewed as part of this process
Assessment plan
Assessment 1 case study and questions
Assessment 2 Material study based questions
Assessment instructions
Assessment 1: written questions
Assignment 2: written questions
Review Question Y/N/NA Comments and suggestions
a) The unit of competency is sufficiently addressed
including: Y

41HUMAN RESOURCE MANAGEMENT
ASSESSMENT QUALITY REVIEW CHECKLIST
 performance criteria
 performance evidence
 knowledge evidence
 assessment conditions
Mapping clearly shows how each task relates to unit
requirements
Y
The assessment instructions for the student are:
 written in plain English and are
clear and easy to follow
 when and how the tasks are to be
completed
 under what conditions
 resources required
 and the criteria against which
students will be assessed
Y
The guidance to assessors is clear and easy to follow Y

42HUMAN RESOURCE MANAGEMENT
ASSESSMENT QUALITY REVIEW CHECKLIST
The assessment methods and arrangements used
match all details provided in the Assessment Plan
Y
A range of assessment methods are used and they are
suitable to the intended outcomes of the unit.
Y
The tasks ensure appropriate assessment of practical
skills
Y
Third party reports, where applicable, are:
 written in plain English so that the
third party can clearly understand
what they are being asked
 only relied upon as supplementary
and not primary evidence
NA
Principles of assessment and rules of evidence have
been considered Y
Assessment tasks appropriately reflect industry
expectations and current workplace practices Y

43HUMAN RESOURCE MANAGEMENT
ASSESSMENT QUALITY REVIEW CHECKLIST
The assessments allow for collection of sufficient
quality and quantity of evidence
Y
Assessment record tools:
 are easy to use
 ensure the requirements of each
task can be checked and recorded
 allow the recording of an outcome
at task level (S/NS)
 allow the recording of an overall
outcome for the whole unit
(C/NYC)
Y
The assessments ensure:
 competency is assessed over a
period of time and in a range of
contexts and;
 there are clear instructions
detailing when and where
assessments are to be conducted
Y

44HUMAN RESOURCE MANAGEMENT
ASSESSMENT QUALITY REVIEW CHECKLIST
The assessment tools allow for collection of
sufficient quality and quantity of evidence
Y
The assessments can be adapted to suit individual
needs of the student and workplace as required and
provisions for reasonable adjustment can be made
(where required)
Y
The tools ensure that the assessor will know that the
assessment is based on the student’s own work
Y
Reviewer
signature:
Reviewer name: Amenda Armstrong Date: 15.3.2017
Improvements/Actions to be taken
Management to complete this section
Action Due date Responsibility Completed (Date)
None at this stage None at this stage None at this
stage
None at this stage

45HUMAN RESOURCE MANAGEMENT
Step 4 - Trialling assessment tools
Comments:
Amenda Armstrong currently holds the current TAE qualification s trialled this assessment tool.
She completed the tool as if he was a student (student perspective) and also completed the quality
review check.
According to her, the assessment was set in a structured way. However, the effectiveness of the
assignment would have increased if in assessment 2, if the MCQ would have been assisted by a
brief explanation of the answer. Then it would have been easier for the assessor to assess the
understanding of the student in a better way..
She also added that the assessment lack practical activities which in turn has the potential to
enhance the knowledge of the learner’s in a better way.
Amended assessment plans
If the assessment plan was amended based on feedback received, please specify into the
following space the specific changes that were made.
If no changes were required based on feedback from your colleague, please state “no changes
were required.”.

46HUMAN RESOURCE MANAGEMENT
Along with the answers of the MCQs , a brief explanation of the answers will also be asked.

47HUMAN RESOURCE MANAGEMENT
Mapping
BSBINM202 Handle mail
Unit Summary
This unit describes the skills and knowledge required to seek feedback for performance improvement and
use current technology appropriate to the task.
It applies to individuals working under direct supervision who develop basic skills and
knowledge for working in a broad range of settings.
Assessment Type
Summative Assessment
Assessment Methods
Assessment One On line assessment
Assessment Two On line assessment
A range of assessment methods will be used to assess this unit of competency including
observation and oral and written questioning to assess knowledge.

48HUMAN RESOURCE MANAGEMENT
Element/ Performance Criteria
1. Communicate verbally
AT1 AT2
1.1 Language used in all communications is clear
concise and appropriate to client, assignment
and
organisation's requirements 2, 7, 9,
10,
Practical task
1.2
Active listening skills and questioning
techniques
are used to clarify issues.
5, 6, 7,
Practical task
1.3
Established communication pathways are used
for
routine and non-routine communication.
1, 3 theoretical task

49HUMAN RESOURCE MANAGEMENT
Element/ Performance Criteria
Communicate non
verbally
AT1 AT2
2.1
Non verbal communication is positive,
culturally
appropriate and tailored to the audience.
3,4 theoretical task
2.2
Non verbal communication is consistent with
verbal
communication.
2,4 theoritical task

50HUMAN RESOURCE MANAGEMENT
Element/ Performance Criteria
3. Communicate with
clients AT1 AT2
3.1 Questioning, learning and summarising skills
are
used to establish client needs.
2, 7, 9,
10,
Practical task
3.2 Practical task

51HUMAN RESOURCE MANAGEMENT
The needs of clients are addressed in line with
organisation's policy and procedures.
5, 6, 7,
3.3
Confidentiality is observed in accordance with
organisation's policies and procedures.
11, Practical task

52HUMAN RESOURCE MANAGEMENT
Element/ Performance Criteria
4. Give and receive
instructions AT1 AT2
4.1 Instructions received are acted upon within an
agreed time frame and to meet organisation
needs
2, 7, 9,
10,
Practical task
4.2
Difficulties/problem areas are identified and
communicated to the appropriate person in a
timely
manner.
5, 6, 7,
Practical task
4.3
Clarification of instructions is sought from the
appropriate person.
11, Practical task

53HUMAN RESOURCE MANAGEMENT
4.4
Instructions are relayed clearly, concisely and
accurately and confirmation of understanding
obtained.
11, Practical task

54HUMAN RESOURCE MANAGEMENT
Performance evidence AT1 AT2
Recognizes and interprets textual information to complete tasks
according to organizational requirements
Questions Practical task
Completes required documents using organizational formats
Questions Practical task
Uses listening and questioning techniques to seek information and
confirm understanding
Participates in verbal interactions using language and features suitable
to audience and context
Questions Practical task
Interprets numerical information related to timeframes
Questions Practical task
Complies with organizational policies, procedures and standards

55HUMAN RESOURCE MANAGEMENT
Questions Practical task
Take part in group discussions and informal
meetings AT1 AT2
5.1 Contributions are made in small informal
group activities and meetings to facilitate
outcomes.
2,10, Practical task
5.2 Responses are sought from, and provided to,
other group members in a constructive way. 5
Practical task
5.3 Views and opinions of individuals or a group
are
understood, acknowledged and accurately
represented to others where required.
2,6 Practical task

56HUMAN RESOURCE MANAGEMENT
Prepare and process routine written
correspondence notes and records AT1 AT2
5.1 Information and ideas are presented in a
format, language and timeframe to meet
organisation's requirements.
2,9 Practical task
5.2 Presentation of written documents meets
organisation's standards of style and accuracy. 3,6
Practical task
5.3 Documents are processed to comply with
legislative requirements and organisation's
policy and procedures
2,4 Practical task

57HUMAN RESOURCE MANAGEMENT

58HUMAN RESOURCE MANAGEMENT
Performance evidence AT1 AT2
Recognizes and interprets textual information to complete tasks
according to organizational requirements
Questions Practical task
Completes required documents using organizational formats
Questions Practical task
Uses listening and questioning techniques to seek information and
confirm understanding
Participates in verbal interactions using language and features
suitable to audience and context
Questions Practical task

59HUMAN RESOURCE MANAGEMENT
Interprets numerical information related to timeframes Questions Practical task
Complies with organizational policies, procedures and standards
Questions Practical task