BSB20115 Certificate II Business: Knowledge Questions & Solution

This assignment provides solutions to knowledge-based questions related to BSB20115 Certificate II in Business, focusing on 'Working with Others' and 'Delivering Service to Customers'. The assessment covers topics such as organizational policies and procedures, conflict resolution, relevant legislation (anti-discrimination, privacy, workplace health and safety), ethical principles in customer service, and organizational standards for staff presentation. It includes matching department names to duties and addresses a case study involving prioritization and communication skills. The assignment further explores the importance of constructive feedback, its impact on individuals and teams, and strategies for improving workplace effectiveness and communication. Key areas include respecting individual values and beliefs to foster effective workplace relationships. It also emphasizes the importance of acknowledging performance, clarifying task completion methods, and communicating workplace hazards to ensure a productive and safe environment.

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