Working with Others Assessment Tool for BSB20115 Certificate II in Business

This assessment tool is for the cluster BC2 2.1 Working with Others which includes units BSBWOR203 Work effectively with others and BSBCUS201 Deliver a service to customers. It includes knowledge questions related to organisational policies, team responsibilities, conflict resolution, legislation, ethical principles, and more.

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
Assessment instructions
Please read the assessment instructions prior to undertaking the assessment tasks.
ASSESSMENT TASK 1: KNOWLEDGE QUESTIONS
Assessment type:
 Knowledge Questions
Assessment task description
 This is the first (1) assessment task you have to successfully complete to be deemed competent in this unit
of competency. You must respond to all questions and submit them to your Trainer/Assessor.
 You must answer all questions to the required level, e.g. provide the number of points, to be deemed
satisfactory in this task.
 You will receive your feedback within two weeks - you will be notified by your Trainer/Assessor when
results are available. Where your answers are deemed not satisfactory after the first attempt a
resubmission attempt will be allowed.
Location
Level 2, 401 Sussex Street, Sydney, NSW 2000
Purpose of the assessment task
The purpose of this assessment task is to assess the students’ knowledge in being able to:
 outline the organisational standards, policies and procedures that relate to own work role
 outline team responsibilities and duties and their relationship to individual responsibilities and duties.
 summarise conflict resolution techniques.
 identify and briefly describe key provisions of relevant legislation from all forms of government that apply
to provision of customer services
 identify and explain workplace organisational policies and procedures relating to customer service and the
customer service process.
Assessment conditions and resources and equipment required to complete this task
Assessment will be conducted in a safe environment where evidence gathered will demonstrate the student’s
ability to consistently demonstrate industry capability. Student will have access to the following:
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 Office equipment including computer, internet, Wi-Fi
 MS Word
 Printer or e-printer
 Case studies and scenarios and ability to interact with others
Benchmark for Assessment
 You are expected to respond to all aspects of each question and case study. In some cases,
direction is provided on the expected length of your response. These assessments will require a
Short, Medium or Long response.
 The following is a guide to the expected number of words for each of these categories unless
otherwise indicated.
Short 30+ words
Medium 100+ words
Long 200+ words
Questions:
Explain how having a good understanding of your organisation’s policies and procedures can help you
to provide prompt and effective customer service to meet customer’s needs. (Short)
This is quite important to be done because in this way the best customer
service can be provided so that the customer's needs are met which will
therefore help in increasing the sales revenues quite effectively and
efficiently.
Read each of the sentences below and select the response that demonstrates the correct attitude
towards resolving customer complaints.
a) I never need to apologise to customers as I am never wrong, it is the problem of the
organisation and it is unfortunate that I am working in the customer service area.
b) I apologise sincerely for any inconvenience caused when a customer comes in and makes a
complaint about a product purchased from our organisation.
c) I think that customers know I feel bad for them when they return their product so why
make a big deal of it.
d) If the customer wants to have an apology then they should say so, this way I know when to
say it.
The correct response should be response number b as through providing such a response to the
customers the best customer service can be provided which will therefore help a lot in ensuring
that the attainment of the customers goals and objectives can be done in a proper manner.
Research the following laws, legislations and codes of practice listed in the table below and explain
why it is important to follow these when providing customer service.
Anti-discrimination This is quite important so that the discrimination is not done with the customers
and thus they are satisfied appropriately.
Privacy This is also necessary so that the privacy of the customers can be maintained so
that they are able to make sure that their rights are protected.
Workplace health and
safety
This is crucial so that the workplaces are made safer for the employees which will
thereby help a lot in ensuring that the employees are able to work productively.
List five (5) examples of “Ethical Principles” when dealing with customers. (Short)

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
 Providing them details about the product.
 Providing all the necessary information about the product.
 Charging a fair price for the product.
 Ensuring that the terms and conditions of purchase are clearly
mentioned.
 Ensuring that the policies are made clear to the customers.
List three (3) organisational standards applicable to the way staff dress and present themselves.
 There should be a proper sense of dressing present in the people so
that they are able to properly present themselves.
 The staff should behave according to the needs and requirements of
the organisation.
 If there is a special occasion then the staff should be able to dress
accordingly.
Refer to the list of department names and the duties below. Match and insert the correct
department names to the appropriate duties listed in the table. (Short)
Departments:
Marketing
Operations
Purchasing Department
Finance
Distribution
Administration staff
Management
Human Resources (HR) Department
Safety WHS responsibilities
Duties Department
Takes care of filing, ordering stationery,
mail, answering phones, printing,
photocopy, and clerical duties.
Purchasing Department
Ensures the safety of all customers and
workers in and around the establishment.
Identifies hazards carries out risk
Safety WHS responsibilities
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assessment WHS at work.
Co-ordinate all other teams, ensure the
smooth running of the department or
organisation.
Administration staff
Hiring of staff, training and development,
performance management, workplace and
deals with discrimination and grievances
HR Department
Moves merchandise or stock from
warehouse to various locations. Maintain
up to date stock movement records
Purchasing Department
Debtors and creditors, payroll,
superannuation, financial reports, budgets. Finance
Decides what stock will be purchased,
keeps up to date with customer trends Purchasing Department
Ensures that all staff are well managed, all
departments are well informed and
communicated and organisation is
successful. Ensures that staff provide great
customer service at all times.
Operations
May include sales and public relations.
Responsible for the promotion and
publicity and projecting a positive image of
the company into the public arena
Administration Staff
Case study
Read the case study below and use the information to answer the question.
Part of your job role is to prepare a monthly newsletter for your organisation.
Usually you have 4 days to compile information from different staff members and
departments prior to developing the newsletter. You then must proofread the newsletter,
print a draft for your supervisor to gain their approval and then upload the newsletter to
the company intranet.
The newsletter must be uploaded online on the 1st of each month.
It is now the 26th of March. You have not yet started collecting information from staff and
departments for the April newsletter. Your supervisor has just allocated you another big
task to complete by tomorrow the 27th. You are aware that other staff members could do
the new task.
a) List the deadline for your newsletter task each month?
b) List the timeframe you have each month to complete your newsletter
c) Explain what your priority would be, now that your supervisor has given you another
task to complete by the 27th of March.
d) Explain how you would explain your situation to your supervisor.
(Medium)
a) Last Day of the month
b) 4 Days
c) The priority should be to ensure that the staff members are allocated

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
the new task as it can be done by them and therefore this will be helpful
in ensuring that the information related to newsletter can be gathered
and therefore it can be used in a proper way so that it is printed on time
d) The explanation of the situation to the supervisor can be done by
telling him that the new task has been given to the staff members and
the work related with newspaper is being done by me.
Explain why constructive feedback from others is important and how organisations can encourage staff to provide
constructive feedback? (Short)
Constructive feedback is important because through it the appropriate
improvements can be made wherever necessary in the organisation so that
the organisation is able to bring these improvements and attain its goals
and objectives.
Explain the impact ineffective feedback could
have on a person or a team. (Short)
Ineffective feedback can impact a person or a team because this can lead
towards unnecessary wastage of the productive time which can therefore
create a particular level of impact on the work.
Explain how you could provide support to team
members and contribute constructively to
ensure goals are met. (Short)
Support can be provided to the team members so that they can manage
their work appropriately and contribution can be done constructively so that
the goals are met. This can be done by identifying the way in which the
team can be managed quite appropriately.
In order to ensure that goals of your team are met you will need to provide the team with a range
of information. In the table below, are examples of the types of information you could provide to
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the team. Complete the table by explaining the benefit of communicating this information to your
team. (Short)
Type of information The benefit of communicating this to your
team
Acknowledging satisfactory and
unsatisfactory performance
The team can improve its performance which
will improve the overall level of productivity.
Clarifying the organisation’s preferred
task completion methods
This will be helpful as the workers will be able
to adopt the right methods for completing the
tasks which will therefore help them a lot.
Workplace hazards, risks and controls. This is quite important and should be done so
that the employees are well aware about the
rules and regulations which will therefore help
them in ensuring that they can comply with
the rules and regulations.
Explain what an organisations and employees
must consider to ensure there is effective
communication between individual team
members and customers? (Short)
The team members should be made well aware about the rules and
regulations of the organisation which are related with dealing with the
customers in a proper way so that their different types of problems can be
solved.
Explain what strategies and/or opportunities
could be discussed with teams or individual
team members to improve workplace
effectiveness and performance. (Short)
They can be motivated to make sure that they make use of the feedback
which has been provided to them so that the improvement in the workplace
effectiveness and performance can be done.

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
Explain why it is important to respect values
and beliefs of individuals when developing
effective workplace relationships. (Short)
This is important because this helps in ensuring that the different types of
individuals are able to work in a proper manner and attain the
organisational goals and objectives.
List four (4) words that would complete this sentence,
Discrimination happens when a person is
treated differently to another person or
group because of
their…………………………………………. (Short)
Race, Gender, Age, Religion
List five (5) examples of Australian Federal Acts that govern anti-discrimination practices in the
workplace. (Medium)
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 The workers should be provided the right to appeal if they feel so.
 There should be an appropriate channel through which the complaint can be attended
within the workplace.
 There must be an use of the policies and procedures to deal with the complaints.
 The tracking of the complaint should be done so that the resolution to the complaint
can be provided.
 The complaint should be attended with priority.
Discuss the methods you would use to
respectfully communicate with team members
and customers. (Short)
 Using the right channel of communication for this purpose so that
the communication can be done appropriately.
 They must be given appropriate priority so that they are able to
make sure that they can constructive ideas and feedback which can
be important.
Explain what it means to use “inclusive” language when communicating with others. (Short)
It means ensuring that the avoiding of certain types of expressions can be
done so that the communication is done in an appropriate way.
Explain what you could do to make communication easier, when communicating with those who
have English as their second language. (Short)
The focus should be made on ensuring that the improvement in English
can be made so that the management of the appropriate level of needs
and requirements of these people can be done which will help them in
communicating easily.
Explain four (4) examples of non-verbal, gestures and body language which may be misinterpreted by others. (Medium)
 Taboo Touch
 Inappropriate Actions
 Inappropriate Body Language
 Inappropriate Movement
Working with others is not always easy. We all have different needs, opinions, and commitment to work. In the space below
list 5 types of issues, which may arise and create problems between team members or customers. (Short)
 Creation of Conflicts
 Lack of Co-Operation and Co-Ordination
 Favouritism
 Lack of Proper Support
 Lack of taking of initiative
Explain how you would be able to deal with conflicts and issues in the workplace; and list the support personnel you could
turn to for assistance. (Short)

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
For dealing with them it is necessary that the use of proper counselling
should be done which will thus help in resolving the conflicts in a proper
manner.
Assessor’s
feedback:
Task outcome:  Satisfactory  Not Satisfactory
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ASSESSMENT TASK 2: CASE STUDIES AND ROLE
PLAY
Assessment type:
 Case study, role play and written answers
Assessment task description
 This is the second (2nd) assessment task you have to successfully complete to be deemed competent in this
unit of competency.
 You must answer all questions to the required level, e.g. provide the number of points, to be deemed
satisfactory in this task.
 You will receive your feedback within two weeks - you will be notified by your Trainer/Assessor when
results are available.
 Where your answers are deemed not satisfactory after the first attempt a resubmission attempt will be
allowed.
Location
 Level 2, 401 Sussex Street, Sydney, NSW 2000
Purpose of the assessment task
The purpose of this assessment task is to assess the students’ knowledge in being able to:
 identify own responsibilities in relation to the team and the organisation's requirements
 work effectively in a workgroup including:
 supporting team members
 using culturally appropriate communication skills
 acting on constructive feedback
 cooperating and contributing to team goals
 identifying improvement opportunities
 identify problems and conflicts and address them appropriately.
 greet customer and establish rapport/relationship in accordance with organisational requirements
 identify customer needs using appropriate interpersonal skills
 provide prompt service to address customer needs in accordance with organisational requirements
 identify and follow up opportunities to increase the quality of service and products
 respond to and record all customer feedback according to organisational standards, policies and procedures.
Assessment conditions, resources and equipment required to complete this task
Students will have simulated environment to undertake this task. The student will have access to the following:
 case study, office equipment such as computer
 Internet
 MS Word
 Printer or e-printer
Benchmark for Assessment
 You are expected to respond to all aspects of each question and case study. In some cases,
direction is provided on the expected length of your response. These assessments will require a
Short, Medium or Long response.

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
 The following is a guide to the expected number of words for each of these categories unless
otherwise indicated.
Short 30+ words
Medium 100+ words
Long 200+ words
2.1. Case study
Read the case study below and use the information to carry out the role play and complete
the complaint form.
Resource Prints
Rick was instructed by his supervisor to drive to Resource Prints (their regular printing shop) to
collect induction workbooks.
You work as a receptionist at Resource Prints. When Rick arrives you are the only one in the
reception area.
When you see Rick enter the building you stand up, greet and ask him how you can help him.
Rick explains to you that he is here to pick up 50 workbooks for their new staff induction. All
workbooks were to be printed yesterday urgently and he is here to pick them up this morning.
You check the register of completed printing work and notice that the printing job was delayed due
to an issue with the C1 printing line yesterday.
The C1 line was down and unserviceable all day yesterday.
You pick up the phone and speak to the print supervisor, Dylan. Dylan informs you that the entire
printing team is working as fast as they can to get all printing jobs completed by the end of today.
He also says to you that Barbara phoned all customers to let them know yesterday and seemed
quite surprised that Rick was already here to pick the printing job up. Apparently after Barbara
phoned everyone yesterday, she then developed an urgent printing job list for Dylan and his team
was following her job list. Rick’s job was to be completed 2nd last.
You realise that Barbara did not call Rick’s supervisor yesterday, by mistake, and therefore he was
at the bottom of the printing list.
You are now faced with resolving this issue for Rick, making sure that his printing job is completed
and ready to be used for his new induction program tomorrow morning.
You are aware that the policy at Resource Prints allows you to offer Rick some solutions which
include:
 have the workbooks delivered to his work for a reduced delivery price
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 give Rick a 10% discount for the inconvenience caused. Resource Prints are currently charging
Rick’s company $25 for each manual and you know that your policy will let you take 10% off
the total price for the customer if such issues happen.
In addition, you are also aware that you may be able to check with your supervisor and if Rick is
not happy with a discounted delivery price, then the supervisor can approve a free delivery for
customers.
As Rick leaves, you have to record this issue in the Customer Feedback and Complaints
Improvement Register so you are able to accurately recall this issue at your next staff meeting
2.1. You are now required to role-play the case study in small groups or in pairs.
a) Prior to the role-play, make notes below of what techniques you are going to use to
communicate with Rick, how you are going to build rapport, questions you are going to ask
Rick and how you are going to assess Rick’s job for urgency.
Meet with your assessor and share your notes. Get your assessor’s feedback before
conducting the role play. This is to ensure that everyone gets an opportunity to come up
with their own ideas for the role play. Your assessor will give you feedback and allocate
your colleague to participate in the role play and a date and time for the role play. (Short)
 Use of communication skills are required to be made to communicate in a proper manner
with Rick and ensuring that his needs and requirements are met.
 It is quite important that Rick is convinced by offering of discount on the printing of the
manuals so that the goodwill of the company is not affected due tot the inconvenience
caused.
b) Role-play (10 – 15 minutes)
Now conduct the role-play and during the role play, you will be required to demonstrate
that you are able to:
 Acknowledge, greet and communicate with Rick in a professional, courteous and
concise manner using appropriate interpersonal skills
 Be sensitive to Ricks specific needs establish rapport with Rick and express a
genuine interest in his concerns
 Use appropriate questioning and active listening skills to determine Rick’s needs
 Assess Rick’s job for urgency to priorities his job service delivery
 Identify opportunities to enhance the quality of service and products and accurately
record all feedback and communication between Rick and you according to
Resource Prints policies and procedures
 Provide information regarding problems and delays, and follow-up within
appropriate timeframes as necessary
 Provide Rick with information about available options to meet his specific timelines
and provide him with preferred options

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
 Identify personal limitations in addressing Rick’s needs and seek assistance from
supervisor for approval of discounted costs
 Your ability to show the calculated discount and explain to Rick how much of a
discount he will receive as a result of this inconvenience
 Support Rick by to making contact with freight services according to organisational
policies and procedures to ensure that his printing job arrives to his work on time
You- Hello
Rick- Hello
You- How may I help you sir?
Rick- I am here to know about the status of my order.
You- Sir your order is delayed due to the issue in the C1 printing line yesterday. We are very sorry for the delay and the
inconvenience caused to you due to it. Our team is working hard to complete you job within the set period of time
Rick- OK
You- Sir we will offer you a 10% discount on the printing manuals.
Rick- Thanks a lot for that.
You- Thank You Sir. Please visit again.
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Observation Checklist
Assessor’s Observation Checklist – did the student demonstrate the
following:
Satisfactory No
Satisfactory
Place a tick (√)
Greeting Rick in professional and courteous manner ¨ Yes ¨ No
Appropriate response times ¨ Yes ¨ No
Use appropriate questioning and active listening techniques to determine the
customers’ needs ¨ Yes ¨ No
Use appropriate tone and volume ¨ Yes ¨ No
Observe and respond to nonverbal communication ¨ Yes ¨ No
Select appropriate medium of communication ¨ Yes ¨ No
Informed Rick of delays, planned and explained Rick follow-up in within
appropriate timeframe and provide information about available options. ¨ Yes ¨ No
Ability to calculate discount for Rick as compensation for the inconvenience and
get approval from supervisor ¨ Yes ¨ No
Assessment Outcome:  SATISFACTORY  NOT SATISFACTORY
Assessor Declaration: I declare that I have assessed
this student in this task and have provided appropriate
feedback.
Signature: ____________________________
Date: ____/_____/_____
Student Declaration: I declare that I have been
assessed in this task and I have been given appropriate
feedback.
Signature: ____________________________ Date:
____/_____/_____
2.2. Design a Client Feedback and Complaints Form that the business could use to
record feedback and complaints received. It should include a place for the staff to
record what actions they have taken to resolve the issues. Insert the form below.
(Short)
Date
Order No.
Items
ordered Print Orders of
Workbooks
Delivery
Date
Payment
Mode
Feedback-
Behaviour of staff Inappopriate behaviour of
staff
Quality of goods Goods not yet received
Time taken to deliver the goods Details
of items Quantity Price Amou
nt
Delivery
Charges
Support provided by the
staff Lack of appropriate support provided by the staff regarding
the order
Efficiency and Effectiveness
of the staff Lack of display of efficiency and effectiveness by the staff
members in properly handling the complaint
Time taken for meeting the
needs and requirements Higher amount of time taken for the purpose of meeting out
the needs and requirements by the staff members
Timely update about the
status report of the order Lack of timely update provided by the staff about the status
report of the order
Timely update about the
information related with the
order
Lack of timely updates given by the staff related with the
order

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
Understanding of the
problems and issues Lack of appropriate understanding of the problems and
issues displayed by the staff members
Management of work by the
staff Lack of appropriate management of work shown by the staff
in managing the needs and requirements related with the
order
2.3. Case study continued
Read the continuing case study below and use the information to answer the questions
Resource Prints – Continued
The following day, Rick calls the shop and speaks to your manager regarding the
incident that occurred.
He recognised that you took the actions that you could to fix the situation but he felt
that this was too little too late. Rick states that this is not the first time an incident like
this has happened and he will take his business elsewhere.
a) Explain what actions the store should take to promptly recognise the feedback from Rick. (Guide: Short)
It is quite important that the assessment of the appropriate course of action to be taken can be done in a
proper manner to recognise the feedback given by Rick. Thus, it is highly necessary that the feedback is
assessed and the staff members of the organisation are given the appropriate directions so that they are
able to attain the goals and objectives in a proper way. This will be quite helpful for the purpose of
bringing the required level of improvements and thus ensuring that the enhancement in the overall level
of efficiency and effectiveness can be done in a right manner which will help the organisation a lot.
To make sure that the staff members are told to do the work properly. This
b) Explain how you would record the feedback and communication between the customers and the
organisation. (Guide: Short)
Through using digital medium.
c) List four (4) organisational standards, policies and procedures and legislative requirements you would
need to consider in terms of how you record the feedback and act on the feedback received. (Guide:
Short)
Providing of appropriate mode of registration, Ensuring that the
feedback is attended, Providing status report of the feedback, Timely
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updates to be provided to the customer.
d) Explain which needs of the customer ‘Rick’ were unmet and what additional services could be offered by
the organisation to meet his needs. (Guide: Short)
Lack of proper updates, Lack of timely communication, Lack of proper
behaviour of the staff members and Lack of use of right methods.
Therefore, it is essential that the right information related to the order is
provided to the customers so that the enhancement in the overall
satisfaction level of the customers can be enhanced in a right way. Thus,
it is necessary for the organisation that it is able to identify the way in
which the customers can be served which will thereby help in satisfying
them in the right way. Therefore, it can be stated that the different types
of customers are satisfied with the services provided by the organisation
to them.
2.4. Complete the Customer Feedback Form that you created in 2.2 with all of the required
details of the incident.
Ensure that your form includes the details of the incident; the actions that you took to
rectify the situation and the further actions that you would suggest are taken.
Insert the competed form in your assessment below. (Guide: Short)
Date
Order No.
Items
ordered Print Orders of
Workbooks
Delivery
Date
Payment
Mode
Feedback-
Behaviour of staff Inappopriate behaviour of
staff
Quality of goods Goods not yet received
Time taken to deliver the goods Details
of items Quantity Price Amou
nt
Delivery
Charges
Support provided by the
staff Lack of appropriate support provided by the staff regarding
the order
Efficiency and Effectiveness
of the staff Lack of display of efficiency and effectiveness by the staff
members in properly handling the complaint

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
Time taken for meeting the
needs and requirements Higher amount of time taken for the purpose of meeting out
the needs and requirements by the staff members
Timely update about the
status report of the order Lack of timely update provided by the staff about the status
report of the order
Timely update about the
information related with the
order
Lack of timely updates given by the staff related with the
order
Understanding of the
problems and issues Lack of appropriate understanding of the problems and issues
displayed by the staff members
Management of work by the
staff Lack of appropriate management of work shown by the staff
in managing the needs and requirements related with the
order
2.5. Case Study
Read the case study below and use the information to answer the questions
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Holiday Inn
You are the supervisor working in the front desk at the local Holiday Inn. Today you
have Rachel assisting you with guest check-in. You notice that Rachel is not following
the hotels dress code and looks untidy in her appearance. You instruct her to quickly to
the staff room to fix herself up before the guests start arriving.
Rachel returns to the front desk and while greeting guests, you both notice that a
celebrity guest enters the lobby.
You greet the celebrity guest and follow the check-in procedure. The celebrity guest
introduces himself as ‘Mr. Robinson’. You both realise that the celebrity guest is using
an alias for his booking.
When the celebrity guest leaves the reception area, Rachel tells you that she recently
saw the celebrity guest in a concert. She is a big fan and starts telling you about his wife
who also is a well-known local artist. She then disappears behind the reception wall and
proceeds to use her phone. You are busy with other reservation duties and do not notice
that Rachel is calling her friends and telling them what just happened.
Later during the day Bob, from finance, informs you that Rachel was calling all her
friends telling them about the celebrity guest’s arrival and stay.
After lunch, an attractive woman approaches the reception desk and asks for Mr.
Robinson’s room.
You later overhear Rachel on her phone to someone discussing the celebrity guest and
the arrival of his visitor. You ask her to finish the phone call immediately and advise her
to do her work and remind her of her responsibilities.
Rachel gets upset and calls you ‘uptight’ and she justifies her actions by saying “I didn’t
take any photos of the guest! I could have made a lot of money by selling photos of the
celebrity to magazines! Maybe that is what I should be doing!” and storms off to the
bathroom.
You know that you must address Rachel’s behaviour. You are aware that Rachel is only
22 and relatively new to the team however; she has undergone all the initial training
and orientation.
You is quite concerned about Rachel’s attitude toward the celebrity guest’s privacy
while staying with the Holiday Inn and Rachel’s blatant disregard for workplace
procedures and her disrespect of your role.
a) Research and list the regulations Rachel has breached by her actions outlined in the case study. (Guide:
Short)
Display of appropriate behaviour, Following the code of conduct of
the hotel
b) Read Attachment 1 “Sample Policy”. As the supervisor, explain how Kim should deal
with Rachels behaviour and draft correspondence outlining Rachel’s breached the
policy.
The correspondence will need to be:

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
 Word processed and attached as evidence
 Culturally appropriate and professional
 List regulations and company policies which Rachel has breached by her
actions
 Provide ideas about assisting Rachel with understanding her actions.
(Guide: Medium)
Kim should officially complain about the behaviour displayed by Rachel with the superiors. They should then
take the needful action and must make sure that Rachel fulfils her duties in a proper manner in the future.
2.6. Case study continued
Read the case study below and use the information to carry out the role play and answer
the questions.
Holiday Inn - Continued
You have decided to have a one-on-one meeting with Rachel to discuss the issues with
her.
For the purpose of this activity you will be required to act as the supervisor and your
colleague will act as Rachel.
a) Prior to the role play explain what conflict resolution techniques you could use when addressing these
concerns with Rachel. Discus your notes with your assessor prior to conducting the role play. Your
assessor will allocate your colleague to participate in the role play and allocate a date and time for you to
conduct the role play. (Guide: Short)
The Conflict Resolution Techniques of Avoiding, Accommodating,
Compromising, Competing and Collaborating should be used in the
organisation so that the conflict can be resolved in an appropriate
manner which will therefore help in ensuring that the management
of the conflicts can be done in a proper manner.
2.7. Role-play (10 – 15 minutes)
You are now required to role-play the meeting with Rachel in pairs. As you are the
supervisor it is important that you lead by example. Part of this responsibility is to make
sure that you dress and present yourself in line with organisational requirements. During
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the role-play your assessor will observe your communication skills and complete the
observation checklist below. You will also be observed that you look tidy and professional.
During your meeting you will need to discuss the following:
 Organisational requirements for:
o Dress -code
o Guest privacy
o Conduct
 Consequences for breaching the policies and procedures
 Next steps
Supervisor- Hello
Rachel- Hello
Supervisor- Kindly be seated
Rachel- OK
Supervisor- I have received some complaints about you that you are not following the Dress Code
and that you are neglecting your duties which have been allotted you. Also you have not displayed proper
behaviour.
Rachel- Yes Sir. It is my mistake. I will make sure that this mistake is not repeated in the future.
Supervisor- OK. Please be careful from next time and ensure that you are able to contribute your
best to the organisation.

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
Observation Checklist
Assessor’s Observation Checklist – did the student demonstrate
the following:
Satisfactory
Place a tick (√)
Dress in a professional manner that reflected the organisational
standards ¨ Yes ¨ No
Engage and participate in discussions with the staff member ¨ Yes ¨ No
Use communication skills such as active listening skills, using
questioning techniques such as: asking open and closed questions to
gain ideas in discussions, giving and receiving feedback.
¨ Yes ¨ No
Use problem-solving skills to address the scenario during the
discussions. ¨ Yes ¨ No
Refer to the organisation policy and procedures ¨ Yes ¨ No
Provide support to team members to ensure goals are met. ¨ Yes ¨ No
Use knowledge the of appropriate conflict resolution techniques. ¨ Yes ¨ No
Assessment Outcome:  SATISFACTORY  NOT SATISFACTORY
Assessor Declaration: I declare that I have
assessed this student in this task and have provided
appropriate feedback.
Signature: ____________________________
Date: ____/_____/_____
Student Declaration: I declare that I have been
assessed in this task and I have been given
appropriate feedback.
Signature: ____________________________ Date:
____/_____/_____
BSBWOR203 _ BSBCUS201 Assessment Tool Version 2 Issued 22 April 2019
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ASSESSMENT TASK 3: PLANNING
Assessment type:
 Case study, role play and written answers
Assessment task description
 This is the third (3rd) assessment task you have to successfully complete to be deemed competent in this
unit of competency.
 You must answer all questions to the required level, e.g. provide the number of points, to be deemed
satisfactory in this task.
 You will receive your feedback within two weeks - you will be notified by your Trainer/Assessor when
results are available.
 Where your answers are deemed not satisfactory after the first attempt a resubmission attempt will be
allowed.
 Prior to undertaking this task, review Scenario 1 from Task 2.
Location
 Level 2, 401 Sussex Street, Sydney, NSW 2000
Purpose of the assessment task
The purpose of this assessment task is to assess the students’ knowledge in being able to:
 identify own responsibilities in relation to the team and the organisation's requirements
 work effectively in a workgroup including:
 supporting team members
 using culturally appropriate communication skills
 acting on constructive feedback
 cooperating and contributing to team goals
 identifying improvement opportunities
 identify problems and conflicts and address them appropriately.
 greet customer and establish rapport/relationship in accordance with organisational requirements
 identify customer needs using appropriate interpersonal skills
 provide prompt service to address customer needs in accordance with organisational requirements
 identify and follow up opportunities to increase the quality of service and products
 respond to and record all customer feedback according to organisational standards, policies and procedures.
Assessment conditions, resources and equipment required to complete this task
Students will have simulated environment to undertake this task. The student will have access to the following:
 case study, office equipment such as computer
 Internet
 MS Word
 Printer or e-printer
Benchmark for Assessment
 You are expected to respond to all aspects of each question and case study. In some cases,
direction is provided on the expected length of your response. These assessments will require a
Short, Medium or Long response.

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
 The following is a guide to the expected number of words for each of these categories unless
otherwise indicated.
Short 30+ words
Medium 100+ words
Long 200+ words
Case Study
Read the continuation of the Resource Prints case study below and use the information to hold
a team meeting.
Resource Prints – Continued
Following the complaint from Rick and other customers. Your manager has tasked your work
team to make an action plan of how the store can improve their customer service. Your
manager would like to see significant results within 1 month and has given you a budget of
$5,000.
The recent complaints from customers have included:
 Products not being ready on time
 Inconsistency in customer service levels from staff
 On occasions slow response times to emails
 Lack of communication from staff to customers
Staff have raised concerns including:
 Confusion on each team member’s role/responsibility
 Unclear reporting channels within the business
 Miscommunication between staff members
3.1 Role-play 1: Team Meeting (15 – 20 minutes)
You are required to hold a team meeting where you will work in a team to create an
action plan of how the store can improve their customer service. You will set an
objective, decide steps to achieve the objective and allocate responsibilities
amongst the team.
During the meeting, you will need to demonstrate your ability to support team
members, use appropriate communication skills and cooperate and contribute to
team goals. You will be observed by your assessor who will complete a checklist.
(Guide: Short)
Rick- Hello Team
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Team Members- Hello
Rick- I have received some complaints about our performance which I would like to discuss here in the
meeting so that we can resolve these complaints and can improve the performance in a better manner.
Team Members- Yes Sir.
Rick- We need to make sure that we complete the customer orders on time so that this does not leaves
the customers with any scope of making complaints. Further, it is essential for us to make sure that we
work quickly on the feedback received by us which will thus help us in ensuring that we can satisfy the
customers in a proper manner.
Team Members- OK Sir. We will make sure that we perform our duties properly for the purpose of
ensuring that we are able to help the organisation to attain sustainable level of success in the future.
Action Plan
Objective: To improve the Customer Service
Team
Responsibilities:
Handling the customer
complaints, Taking the action
according to the feedback
received
Team Leader
Responsibilities:
Checking the status of the work
done by the team, Regularly
compiling the team reports
Steps to complete
Objective:
Resources Needed: Who will complete
the task
Timeframe
Training of Team
Members
Financial Resources Trainer 1 week
Taking a test of
the Team
Members
Financial Resources Financial Manager 2 weeks
Checking of the
performance
Human Resources HR Manager 3 weeks
Identifying areas
of improvement
Human Resources HR Manager 4 weeks
Tracking of
complaints of
customers
Human Resources HR Manager 5 weeks
Acting on the
feedback of the
customers
Human Resources HR Manager 6 weeks

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
Observation Checklist
Assessor’s Observation Checklist – did the student demonstrate
the following:
Satisfactory
Place a tick (√)
Ability to identify own responsibilities and duties in relation to
workgroup members and undertake activities in a manner that
promotes cooperation and good relationships
¨ Yes ¨ No
Take time and resource constraints into account in fulfilling work
requirements of self and others ¨ Yes ¨ No
Encourage, acknowledge and act on constructive feedback
provided by others in the workgroup ¨ Yes ¨ No
Provide support to team members to ensure workgroup goals are
met ¨ Yes ¨ No
Contribute constructively to workgroup goals and tasks according
to organisational requirements ¨ Yes ¨ No
Share information relevant to work with workgroup to ensure
designated goals are met ¨ Yes ¨ No
Seek assistance from workgroup members when issues, problems
and conflict arise and suggest possible ways of dealing with them
as appropriate or refer them to the appropriate person
¨ Yes ¨ No
Respect differences in personal values and beliefs and their
importance in the development of relationships ¨ Yes ¨ No
Did the student maintain sensitivity any specific needs and any
cultural, family and individual differences ¨ Yes ¨ No
Assessment Outcome:  SATISFACTORY  NOT SATISFACTORY
BSBWOR203 _ BSBCUS201 Assessment Tool Version 2 Issued 22 April 2019
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Assessor Declaration: I declare that I have
assessed this student in this task and have provided
appropriate feedback.
Signature: ____________________________
Date: ____/_____/_____
Student Declaration: I declare that I have been
assessed in this task and I have been given
appropriate feedback.
Signature: ____________________________ Date:
____/_____/_____
3.2 Role Play 2: Meeting with the Customer (10 minutes)
You are now required to meet with Rick and inform him of the steps that the store will be
taking to improve customer service. As you complete the role-play your assessor will complete
the observation checklist below.
During the role-play you will be required to demonstrate your ability to:
 Acknowledge, greet and communicate with Rick in a professional, courteous
and concise manner using appropriate interpersonal skills
 Be sensitive to Ricks specific needs establish rapport with Rick and express a
genuine interest in his concerns
 Use appropriate questioning and active listening skills
 Explain how the store aims to improve customer service standards
You- Hello Mr. Rick.
Rick- Hello.
You- I have heard about the complaint which was made by you regarding the services
provided by our organisation in which were you were quite dissatisfied about the services
which were provided by us.
Rick- Yes. I am not satisfied with the services of your organisation.
You- Sir we are very sorry about the inconvenience caused to you due to the delay in
the order. Also I am very sorry about the behaviour displayed by our staff members regarding
the completion of the order.
Rick- It is OK.
You- I want to tell you that we hosted a team meeting in which we discussed the issues
and therefore I have instructed the team members to take appropriate actions to be able to
resolve these issues. We have also developed an Action Plan so that these issues are solved
quickly in a proper manner.
Rick- OK. I hope that I do not get a chance of complaining in the future.
You- Yes Sir. You will not get any chance of complaining in the future as we will make
sure that the best services are provided to you.

ASSESSMENT TOOL
Qualification:
BSB20115 Certificate II in Business
Cluster number and name:
BC2 2.1 Working with Others
Units of competency:
BSBWOR203 Work effectively with others
BSBCUS201 Deliver a service to customers
Number of weeks for this cluster:
4
Observation Checklist
Assessor’s Observation Checklist: Satisfactory
Place a tick (√)
Did the student greet and communicate with Rick in a courteous and
professional manner? ¨ Yes ¨ No
Was the student using good listening skills to check on Rick’s needs? ¨ Yes ¨ No
Was the student sensitive to Ricks needs? ¨ Yes ¨ No
Did the student use effective questioning skills to determine the
customer’s needs? ¨ Yes ¨ No
Was the student able to establish rapport with Rick and express a
genuine interest in his concerns ¨ Yes ¨ No
Did the student communicate using appropriate interpersonal skills to
facilitate accurate and relevant exchange of information? ¨ Yes ¨ No
Did the student maintain sensitivity to customer specific needs and any
cultural, family and individual differences ¨ Yes ¨ No
Did the student inform Rick of the new customer service objectives? ¨ Yes ¨ No
Was the student able to provide Rick with information about available
options for meeting to meet his specific needs? ¨ Yes ¨ No
Assessment Outcome:  SATISFACTORY  NOT SATISFACTORY
Assessor Declaration: I declare that I have
assessed this student in this task and have provided
appropriate feedback.
Signature: ____________________________
Date: ____/_____/_____
Student Declaration: I declare that I have been
assessed in this task and I have been given
appropriate feedback.
Signature: ____________________________
Date: ____/_____/_____
Assessor final checklist for this cluster of units
BSBWOR203 _ BSBCUS201 Assessment Tool Version 2 Issued 22 April 2019
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Assessor’s Checklist
Did the student demonstrate the following: Satisfactory
Place a tick (√)
Use communication skills with others in the group such as active listening
skills, using questioning techniques such as: asking open and closed
questions to gain ideas in discussions, giving and receiving feedback.
Yes No
Work as part of a team and discussed organisational requirements such
as: processes, policies and procedures of organisations and explain
customer requirements.
Yes No
Provide support to team members to ensure goals are met. Yes No
Used culturally appropriate communication skills Yes No
Cooperated and contributed to team goals Yes No
Use communication skills with others in the group such as active listening
skills, using questioning techniques such as: asking open and closed
questions to gain ideas in discussions, giving and receiving feedback.
Yes No
Work as part of a team and discussed organisational requirements such
as: processes, policies and procedures of organisations and explain
customer requirements
Yes No
Provide support to team members to ensure goals are met. Yes No
Used culturally appropriate communication skills Yes No
Assessment Task 1 – completed and satisfactory Yes No
Assessment Task 2 – completed and satisfactory Yes No
Assessment Task 3 – completed and satisfactory Yes No
Assessor Feedback:
Assessment Task 1
Assessment Task 2
Assessment Task 3