Pro-System Training Services Pty Ltd | BSB42015 – Certificate IV in Leadership & Management | BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review DateJune 2016
Page 1 of 14
Date Assessment Received:
Office Use Only:
BSBLDR401
COMMUNICATE EFFECTIVELY AS A
WORKPLACE LEADER
PARTICIPANTS DETAILS: NAME:
ADDRESS:
MOBILE:
EMAIL:
Assessment Verification Stamp:
Trainer / Assessor Use Only:
Pro-System Training Services Pty Ltd | | BSB42015 – Certificate IV in Leadership & Management |
BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review Date: June 2016
Page 2 of 14
ASSESSMENT INSTRUCTIONS FOR THE PARTICIPANTS
Assessment by completing questions within this workbook:
This assessment booklet contains assessment questions and activities which will allow you to provide evidence toward gaining each Unit of Competency and the full qualification. If you have been able to demonstrate competence through credit transfer or recognition of prior learning for any unit(s) then your Trainer/Assessor will advise you of which questions and/or activities for particular unit(s) that you will not need to complete, prior to you commencing your course.
Credit transfer or recognition of prior learning MUST be applied for prior to you commencing your course
All assessment tasks have been developed: (a) to meet the requirements of the relevant Training Package; and (b) to be conducted in accordance with the principles of assessment and the rules of evidence; and (c) to meet workplace and, where relevant, regulatory requirements; and (d) in line with systematic validation.
Assessments have been developed to collect evidence that is in line with the principles of assessment and the rules of evidence and are:
Authentic (the participant’s own work);
Valid (directly related to the current version of the relevant endorsed unit of competency);
Reliable (shows that the participant consistently meets the endorsed unit of competency);
Current (reflects the participant’s current capacity to perform the aspect of the work covered by the endorsed unit of competency); and
Sufficient (covers the full range of elements in the relevant unit of competency).
Demonstrating Competency
To demonstrate competence you must complete all assessment tasks to a satisfactory level in line with the above principles of assessment and the rules of evidence. Each task is linked to specific competency performance criteria, element/s, required knowledge and performance and assessment conditions as outlined in the current training package. Foundations skills are also covered as part of this qualification as outlined in the current training package. Once all assessment tasks are completed to a satisfactory level your trainer will then deem you to be Competent for the specific unit.
Assessment Task Length
Where space/lines have been provided for addressing an assessment task, you should be guided as to the length of your answer by the space provided. If more space/lines are required, you should attach a separate page containing your name with the assessment task name clearly indicated. Your trainer/assessor will always be available to check with if you are unsure or if you need additional paper.
Reasonable Adjustment
Inclusive practice is a key component used by Trainers/Assessors within each class, with
Trainers/Assessors using a range of teaching strategies to meet individual needs, and provide learning experiences that: take into account differing learning styles or preferences, recognise the differences among learners and ensure no one is excluded.
Reasonable Adjustment is used, where appropriate, for assessment tasks within this course to ensure that all learners are given the same learning opportunities and the same opportunity to perform and complete assessments. Where Reasonable Adjustment of assessment tasks takes place within this course your Trainers/Assessor will clearly record on each assessment task how this has taken place. As part of this process any Reasonable Adjustment will ensure that the same level of knowledge and skills are demonstrated for all Participants as required by both the Unit of Competency and the Industry.
Assessment/Re-assessment Requirements
If you are deemed Not Yet Satisfactory on the first attempt at an assessment task your Trainer/Assessor, where appropriate, may choose to verbally assess you to gather further evidence of your knowledge of specific question/s and/or criterion. In this situation your Trainer/Assessor would make note of this on your assessment task including notes on what answers you provided.
Pro-System Training Services Pty Ltd | | BSB42015 – Certificate IV in Leadership & Management |
BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review Date: June 2016
Page 3 of 14
Where you are unable to demonstrate the required level of knowledge and skills through an assessment task you will have the opportunity to either re-attempt the entire original assessment task, undertake a supplementary assessment, add information to the original assessment (where deemed appropriate by your Trainer/Assessor), or appeal the result.
If after this re-attempt you are still unable to demonstrate the required level of knowledge and skills you will again be deemed Not Yet Satisfactory for the individual assessment task and will be found to be Not Yet Competent for the specific Unit/s of Competency in which the specific assessment task is required.
If you are deemed Not Yet Competent your trainer / assessor will guide you on the re-assessment process which may include being offered the opportunity to re-sit through the theory component of the Unit of Competency where you have been found to be Not Yet Competent and then be given the opportunity to either re-attempt the entire original assessment task/s, add information to the original assessment/s (where deemed appropriate by your Trainer / Assessor) or undertake a supplementary assessment.
Where it is deemed appropriate by your Trainer / Assessor that you may add information to the original assessment task/s this will be clearly recorded by your Trainer/Assessor on the front marking sheet with the first attempt being deemed Not Yet Satisfactory and the re-attempt result being recorded in the reassessed section.
As part of the assessment process all Participants must abide by any relevant assessment policies as provided during the enrolment process and induction.
Instructions to the Participants
Please read all the information given to you before you start any assessment task. If you do not understand some or all of the questions, please ask your Trainer / Assessor for assistance.
If you are uncomfortable with any of these questions, please contact your assessor who will make alternative arrangements where appropriate.
All assessment work books MUST be filled in using black or blue ink pens only, unless participants are given written instruction to the contrary. The use of correction tape or similar are not permitted for use at any time (rule out any mistakes with single line though the centre of words).
Attempt to answer ALL questions in your own words (unless otherwise directed) on the assessment paper provided.
All assessments are intended to be equitable, fair and flexible. If you feel that we should change any aspect of any assessment to be fair, equitable or flexible, immediately contact your Trainer/Assessor who will attempt to make alternative arrangements for future assessments.
Participants are requested to keep a copy of their assessments, as Pro System Training cannot be responsible for them not being received, unless hand delivered to staff at the Main Office.
Hand Delivered ONLY: Pro System Training Services 16/43 Butterfield Street, Herston, Qld, 4006
Post ONLY: Pro System Training Services P.O.Box 333,Royal Brisbane Hospital,, Qld, 4029
Email ONLY: [email protected]
Feedback and Review
At the completion of each assessment task your trainer will correct your work and then discuss the correct answers to each question/criteria with the class giving an explanation on why each area of knowledge is important. This review will only occur once Participants have completed their work to a satisfactory level to ensure that all aspects of assessment tasks completed are t done so with the help of this feedback/review.
Plagiarism
Plagiarism is a form of cheating. It is taking and using someone else’s thoughts or writings and representing them as your own. Plagiarism is a serious act and may result in a participant’s exclusion
Pro-System Training Services Pty Ltd | | BSB42015 – Certificate IV in Leadership & Management |
BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review Date: June 2016
Page 4 of 14
from a Unit of Competency or a course. This in turn may require for Participants to pay to re-complete the module or course at a later date.
The following list outlines some of the activities for which a participant can be accused of plagiarism:
Presenting any work by another individual as one’s own unintentionally
Handing in assessments markedly similar to or copied from another Participants
Presenting the work of another individual or group as their own work.
Handing up assessments without the adequate acknowledgement of sources used, including assessments taken totally or in part from the internet.
Many of the workbook activities are „open book‟ yet should still be conducted under test conditions without consultation with other Participants. If you are unsure of any assessment requirements you should check with your Trainer / Assessor.
Copyright
Whilst completing research projects/tasks you must be careful when copying the work of others. The owner of the material may take legal action against you if the owner‟s copyright has been infringed. You are allowed to do a certain amount of copying for research or study purposes. Generally, 10% or one chapter of a book is acceptable, where the participant is studying with or employed by an educational institution and they adequately acknowledge the sources used.
Document Setup
This document has been set up in a format that will enable use of computers and or hand written evidence.
a. Should you choose not to use the computer, write your answers.
b. Should you choose to use the computer version you will just need to click on the grey areas to compete (I.E: Click on grey area to type or answer
c. Place a X in the boxes for you answer
Pro-System Training Services Pty Ltd | | BSB42015 – Certificate IV in Leadership & Management |
BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review Date: June 2016
Page 5 of 14
Activity 1
You have been requested to present findings of your latest sales figures which have surpassed last year's figures by 25%, to the following groups of people.
Your team which is made up of various professionals and some are from different cultural backgrounds.
Your senior management team - who have a limited amount of time and are often distracted by outside influences such as mobile phones etc.
For each group describe the following:-
a) What type of communication is going to work best for each group e.g. verbal, email, presentations etc and why?
Team:
_ _______________________________________________________________
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Senior Management Team:
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b) How are you going to ensure your message has been received by each group?
Team:
_ ____________________________________________________________________
___________________________________________________________________________
Senior Management Team:
______________________________________________________________________
___________________________________________________________________________
Pro-System Training Services Pty Ltd | | BSB42015 – Certificate IV in Leadership & Management |
BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review Date: June 2016
Page 6 of 14
c) What non-verbal cues will you be looking for that will alert you to the fact that you may be losing your audience?
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d) Describe some communications barriers you may face and how you will overcome them
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e) What internal and external environment factors have an impact on communication in your organisation and describe that impact.
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Pro-System Training Services Pty Ltd | | BSB42015 – Certificate IV in Leadership & Management |
BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review Date: June 2016
Page 7 of 14
Activity 2
You want to increase the number of sales per person in the music department over the next
three months.
How would you word this so that the junior members of the music department will clearly
understand the outcome you desire?
______________________________________________________________________
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Activity 3
a) What are the advantages and disadvantages of oral communication?
Advantages:
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Disadvantages:
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b) What are the advantages and disadvantages of written communication?
Advantages:
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Disadvantages:
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Pro-System Training Services Pty Ltd | | BSB42015 – Certificate IV in Leadership & Management |
BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review Date: June 2016
Page 8 of 14
c) How do you evaluate what methods of communication will be suitable for-
Your team:
______________________________________________________________________
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Your peers:
______________________________________________________________________
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Your senior managers:
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Your clients:
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Activity 4
Describe the communication framework that exists in your organisation. This can include policy, procedure and any legislative requirements applicable to your organisation in terms of the communication process.
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___________________________________________________________________________
Pro-System Training Services Pty Ltd | | BSB42015 – Certificate IV in Leadership & Management |
BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review Date: June 2016
Page 9 of 14
Activity 5
What communication media and format does the organisation you currently work for, or one you have previously worked for, use for communicating the following
Change in process or procedures
Organisational changes
Introduction of a new staff member into a team
Retirement of a long serving member of the team
Letting your supervisor you will be late for work
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Activity 6
a) Explain why you should always communicate with respect and use a positive
approach.
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b) Give two examples of how you communicate in a respectful and positive manner.
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c) What could be the result if you don't communicate with respect and use a positive
approach?
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Pro-System Training Services Pty Ltd | | BSB42015 – Certificate IV in Leadership & Management |
BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review Date: June 2016
Page 10 of 14
Activity 7
Explain in your own words what two-way communication involves, and outline the steps that are involved in two-way communication.
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Activity 8
You have been talking to a team member about an issue within the team. You can tell by the body language of the team member he is not happy about the issue being raised by you. You ask him for his version of events. What must you do to ensure that you are listening effectively? ______________________________________________________________________
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Activity 9
a) Role play – Seeking Feedback
You have presented your findings of your latest sales figures which have surpassed last year's figures by 25%, to the following groups of people in two (2) separate meetings.
Your team which is made up of various professionals and some are from different cultural backgrounds.
Your senior management team - who have a limited amount of time and are often distracted by outside influences such as mobile phones etc.
You now wish to seek feedback on your communication skills from a member of each group. You will divide into groups of three (3) with roles being allocated for the team member, senior management team member and the presenter. Each person will get to act out each role.
Pro-System Training Services Pty Ltd | | BSB42015 – Certificate IV in Leadership & Management |
BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review Date: June 2016
Page 11 of 14
Did the presenter Yes No Comments
Clearly state the purpose of the meeting
Show positive body language
Maintain eye contact (if culturally appropriate)
Get defensive and try to explain their actions
Find someone with whom to share all or part of the blame for the problem
Shut down and not listen, focusing instead on what they can do to regain favour in the other person’s eyes
Listen carefully to what the person was saying so they can understand and probe for more information if necessary
Keep all feedback in perspective
Try to learn from all feedback
b) Why is feedback so important in the communication process?
______________________________________________________________________
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Activity 10
a) Using your organisation or industry as an example, how do you clarify "jargon" to
someone who has just started in the organisation or industry?
______________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
b) Think of a time where you needed to seek clarification of a process or instruction you
didn't understand. What questions did you ask and how did you confirm that you had
the correct understanding?
______________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
__________________________________________________________________________
Pro-System Training Services Pty Ltd | | BSB42015 – Certificate IV in Leadership & Management |
BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review Date: June 2016
Page 12 of 14
Activity 11
What policies and procedures are used for verbal, electronic and paper-based communication
for your organisation?
______________________________________________________________________
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Activity 12
a) How do you ensure that you action any follow-up in a timely manner?
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b) Why is this an important process for you as a leader?
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Activity 13
a) What communication role do you believe is your strong point as a leader? Why?
______________________________________________________________________
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b) What communication role do you believe needs improvement and why?
______________________________________________________________________
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Pro-System Training Services Pty Ltd | | BSB42015 – Certificate IV in Leadership & Management |
BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review Date: June 2016
Page 13 of 14
Participants Declaration:
I declare that:
All work for assessment tasks submitted for this unit is my own with no part of any assessment being copied/plagiarised from another person’s work, except where authorised and listed / referenced
I was aware of all assessment requirements for this/these unit/s
I have received feedback from my Trainer / Assessor on the result of each individual assessment task and my overall result for this/these unit/s of competency
I have been made aware of the reassessment policy for any assessment task/s and/or unit/s that I have not yet satisfactorily completed
Participant Signature:
Date:
Pro-System Training Services Pty Ltd | BSB42015 – Certificate IV in Leadership & Management | BSBLDR401 - Communicate Effectively as a Workplace Leader | Version: 1 |
Next Review DateJune 2016
Page 14 of 14
Unit Result Record Sheet
Unit BSBLDR401 – Communicate Effectively as a Workplace Leader
Participant Number:
1st
Assessment Completed
(Specific name of assessment task must be used) (Evidence must be in
Participants file
Result Date 1st
d
Assessment
1st
Assessment Completed
(Specific name of assessment task must be used) (Evidence must be in
Participants file
Result Date 2
nd
Assessment S
ati
sfa
cto
ry
No
t Y
et
Sa
tisfa
cto
ry
Sa
tisfa
cto
ry
No
t Y
et
Sa
tisfa
cto
ry
Assessment Questions Assessment Questions
Role Play
Result for unit - Competent
- Not Yet Competent Result for unit - Competent
- Not Yet Competent
Assessor Name Assessor Name
Date: Date:
