1.BSBWOR203 Student Assessment Tasks

Darwin Institute of Technology
RTO Code 41128 | CRICOS Code 03609J
Student Assessment Tasks
BSBWOR203 Work effectively with others
Student ID: …………………………………………………………………
Name: …………………………………………………………………
BSBWOR203 Work effectively with others | Student Assessment Tasks
Assessment Outcome (FOR TRAINER ONLY)

Assessment Attempt ☐ First Attempt ☐ Second Attempt ☐ Re-Assessment
Unit Assessment Task 1 ☐ S (Satisfactory) ☐ NS (Not Satisfactory)
Completion Status ☐ Complete ☐ Incomplete
Final Result ☐ C (Competent) ☐ NYC (Not Yet Competent)
Completion Date:
Reassessment date
Assessed by:
Feedback to candidate on overall performance during assessment:
Assessor declaration
 I hereby certify that this student has been assessed by me and that
the assessment
has been carried out according to the required assessment

procedures.
Assessor name
Date-
Assessor signature
Assessment outcome C (Competent) NYC (Not Yet Competent)
Student Declaration:
Course Name: Certificate IV in Commercial Cookery
Unit of BSBWOR203 Work

Competency: effectively with others
Student Name:
Student ID: DIT-
Student Email:
Student Mobile No:
Trainer’s Name:
DIT_BSBWOR203_SAT_V1.0 Page
O I fully understand the context and purpose of this assessment.

I am fully aware of the competency criteria against which I will be assessed.
o
I have been given fair notice of the date, time and venue for the
I declare o
assessment.
that: o
I am aware of the resources I need and how the assessment will be
o
conducted. I have had the complaints & appeals policy and privacy explained
o
to me.
I agree that I am ready to be assessed and that all work produced is my own.
Signature of Student:
Date: / /
Assessment information
The assessment tasks for BSBWOR203 Work effectively with others are included in this Student
Assessment Tasks booklet and outlined in the assessment plan below.
 To be assessed as competent for this unit, you must complete all of the assessment tasks
satisfactorily.
Assessment plan
Assessment Task Overview
1. Workplace relationships and activities You are required to assist a new staff member
project to understand their roles and responsibilities,
and to explain the organisation’s customer
complaints policy and procedures.
2. Customer service training project You are required to identify opportunities for
your team of customer service staff to improve
your customer service skills.
3. Workplace problem project You are required to review case study

information about workplace conflict and
identify potential solutions.
Assessment preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for
clarification if you have any questions.
When you have read and understood this unit’s assessment tasks, print out the Student
Assessment Agreement. Fill it out, sign it and hand it to your assessor, who will countersign it and
keep it on file.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per your
RTO’s assessment appeals process.
You have the right to appeal the outcome of assessment decisions if you feel you have been dealt
with unfairly or have other appropriate grounds for an appeal.
Assessment instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet

This must be filled out, signed and submitted with your assessment responses.
If you are submitting hardcopy, the Assessment Task Cover Sheet should be the first page of each
task’s submission.
If you are submitting electronically, print out the Assessment Task Cover Sheet, fill it out, sign it
and then scan and submit the file.
The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment,
which will be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not
satisfactory, your assessor will include written feedback on the Assessment Task Cover Sheet
giving reasons why. Your assessor will also discuss this verbally with you and provide advice on
reassessment opportunities as per your RTO’s reassessment policy.
Depending on the task, this may include
 resubmitting incorrect answers to questions (such as written questions and case studies)
 resubmitting part or all of a project, depending on how the error impacts on the total outcome
of the task
 redoing a role play after being provided with appropriate feedback about your performance
 being observed a second (or third time) undertaking any tasks/activities that were not
satisfactorily completed the first time, after being provided with appropriate feedback.
Assessment task information

This gives you:
 a summary of the assessment task
 information on the resources to be used
 submission requirements
 resubmission opportunities if required.
Assessment task instructions

This includes questions you will need to answer or tasks that you need to complete.
Your answers must be typed using software as indicated in the assessment task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for your
assessment task submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file name that includes the information as
indicated in the section called ‘Naming electronic documents’ (see below).
Naming electronic documents

It is important that you name the documents that you create for this Assessment Task in a logical
manner.
Each should include:
 Course identification code
 Assessment Task number
 Document title (if appropriate)
 Student name
 Date it was created
For example, BSBWHS204 AT3 Training Recommendations Joan Smith 20/10/19.
Icons
Icons are used in task instructions to indicate three of the common stages within the task.
This icon indicates that you will need to meet with your assessor (and possibly other
students) to complete a meeting or role play.
This icon indicates that you will need to communicate via email or send documents to
via email.
This icon indicates that the you will need to submit an item of evidence.
This icon indicates all other stages during the task, which may include research,
developing documents, brainstorming ideas and so on.
Additional resources
You will be provided with the following resources before you begin each assessment task.
Assessment Task 1:
Customer Complaints Policy and Procedure
Customer complaint policy: The customer complaint policy is clear and easy to understand. It is
very easy to use. We have to make our complaint policy so that people can contact us to
make complaints. The complaint received should be investigated fairly and in a timely manner.
We have to make sure that the complaints provided are fruitful for solving problems. It helps
us to improve gathering information
Customer complaint procedure: The customer complaint procedures are listed below:
 Let the customer explain the complaint and listen carefully and actively.
 Thanks the customer for the complaint and show them you want to resolve the problems
and apologize to the customer by saying sorry while making mistake.
 Ask questions to the customer about why they are in stress and summarize your
understanding to ensure that you are clear about the facts. The customer should be given
chance to share their feeling.
 Explain the action you will take as a result of their complaint
 Feedback is very essential in any matter. The customer should give feedback about the
outcomes. We have to check whether the customer is happy or not.
 The next step is to Record the complaint in a complaint form designed by an organization.
A solution should be made to avoid such problems.
 The employer will review the complaint report form at last and determines the way to be
implemented.
 Complaints Register: The complaint Register is the register maintained by the service provider
in order to maintain the record. It lists businesses that have more than 10 complaints. It helps
to provide the record of the complaint. It helps to keep a record for the future. It helps to record
the details of all complaints.
 Complaint Acknowledgement Letter: Complaint acknowledges letter is the letter that you
received from others telling whether the goods sent to them have arrived or not. It is an
important document that can be kept for the future. It is to ensure that the receiver has
received the documents or goods sent by the sender.
 Complaint Outcome Letter: The complaint Outcome Letter is the letter which is found by the
complainant. This letter is about the outcomes of the complaint received. The customer
investigates the complaint and gives a necessary solution. It gives careful consideration to the
issues.
 Position Description: Position Description is also called PD. PD is a statement of duty and
responsibility relationship of a position. It indicates the work to be performed. It describes the
skill, knowledge, abilities, etc. of a customer. It also indicates the position of the customer. it
helps to maintain safe working environment and reduce stress in an employee.

Assessment Task 2:
 Training Options Report Template
 It is one of the essential parts of training. It is important because it helps to present an

overview of the training workshop. It can help in decision-making. There are different types of
training reports. Thus, training reports must be designed in a proper way for the proper
evaluation. This training report includes a cover, summary, findings, and conclusion. The
training report template is designed below:
 Sample Agency Training Report Template
 Free Employee Training Report Template
 Training Needs Analysis Report Template
 Free Real Estate Client Tracking Report Template
 Simple Test Tracking Report Template
 Free Training Report Card Template
 Industrial Training Report Template
 Basic Training Evaluation Report Template
 Annual Training Report Template
 Printable Post Training Report Template
Assessment Task 3:
 Case Study Response Template
The case study response includes an introduction, description, discussion, conclusion,

recommendation, and checklist.
 Introduction: It includes the main part of the case study. Here, we have to include the
overall problem and the solution to solve the problems.
 Description: It includes the description of the problems. We have to describe the problem
involved. We have to provide enough information about the issues.
 Discussion: Discussion about the subject matter is the most important. We have to discuss
the problems and come to a solution. After the solution, we have to evaluate the solution.
 Conclusion: at last we have to sum up the solution and give recommendations for the case
solved.
 Checklist: This includes whether we have read the case carefully or not. We have to check
whether we have used correct grammar, spelling, and language.
Checklist
This will be used by your assessor to mark your assessment. Read through this checklist as part of
your preparation before beginning the assessment task. It will give you a good idea of what your
assessor will be looking for when marking your responses or observing your performance.
Submission instructions
The learner shall be given one chance to resubmit their assessment

after consulting with the trainer on the improvement areas.
Re-assessment fees- Assessment- $200 per assessment
Practical/ Examination- $200 per practical/examination
Late Assessment fees-
Up to 2 days late - $25 per assessment
From 3 up to 5 days late

- $50 per assessment
More than 5 days late -
$200 per assessment
If the assessment has been found to be plagiarised there will be no

second attempt for the student and the student will be deemed
incompetent
Academic integrity, plagiarism and collusion
Academic Integrity
Academic Integrity is about the honest presentation of your

academic work. It means acknowledging the work of others while
developing your own insights, knowledge and ideas.
As a student, you are required to:
• Undertake studies and research responsibly and with honesty and integrity
• Ensure that academic work is in no way falsified
• Seek permission to use the work of others, where required
• Acknowledge the work of others appropriately
• Take reasonable steps to ensure other students cannot copy or misuse your
work.
Plagiarism
Plagiarism means to take and use another person's ideas and or manner
of expressing them and to pass them off as your own by failing to give
appropriate acknowledgement. This includes material sourced from the
internet, RTO staff, other students, and from published and
unpublished work.
Plagiarism occurs when you fail to acknowledge that the ideas or work
of others are being used, which includes:
• Paraphrasing and presenting work or ideas without a reference.

• Copying work either in whole or in part.
• Presenting designs, codes or images as your own work.
• Using phrases and passages verbatim without quotation marks
or referencing the author or web page.
• Reproducing lecture notes without proper acknowledgement
Collusion
Collusion means unauthorised collaboration on assessable work (written, oral or

practical) with other people. This occurs when a student presents group work as
their own or as the work of someone else.
Collusion may be with another RTO student or with individuals or

students external to the RTO. This applies to work assessed by any
educational and training body in Australia or overseas.
Collusion occurs when you work without the authorisation of the teaching staff to:
• Work with one or more people to prepare and produce work.

• Allow others to copy your work or share your answer to an assessment task.
• Allow someone else to write or edit your work (without RTO approval).
• Write or edit work for another student.
• Offer to complete work or seek payment for completing
academic work for other students. Both collusion and plagiarism can
occur in group work. For examples of plagiarism, collusion and
academic misconduct in group work please refer to the RTO’s policy on
Academic integrity, plagiarism and collusion.
Plagiarism and collusion constitute cheating. Disciplinary action will be taken against
students who
engage in plagiarism and collusion as outlined in RTO’s policy.
Proven involvement in plagiarism or collusion may be recorded on

students’ academic file and could lead to disciplinary action
Other Important unit specific Information
N/A
Unit outcome
• This unit is not graded and the student must complete and
submit all requirements for the assessment task for this cluster
or unit of competency to be deemed competent.
• Students will receive a 'satisfactorily completed' (S) or 'not yet
satisfactorily completed (NS) result for each individual unit
assessment task (UAT).
• Final unit result will be recorded as competency
achieved/competent (C) or competency not yet achieved/not
yet competent (NYC).
Prerequisite/s
Nil
Co-requisite/s
Nil
Foundation Skills
The Foundation Skills describe those required skills (learning, oral

communication, reading, writing, numeracy, digital technology and
employment skills) that are essential to performance. Foundation skills
essential to performance are explicit in the performance criteria of this

unit of competency.
Relevant Legislation
 Australian Human Rights Commission Act 1986

 Age Discrimination Act 2004
 Disability Discrimination Act 1992
 Racial Discrimination Act 1975
 Sex Discrimination Act 1984
 Code of ethics and codes of conduct
 Ethical Principles in the Workplace
 Codes of practice
 The Privacy Act 1988 (Privacy Act) and Australian Privacy Principles (APPs)
 Occupational Health and Safety Act 2004
 Work Health and Safety Act 2011
Principles of assessment and rules of evidence
All assessment tasks will ensure that the principles of

assessment and rules of evidence are adhered to.
The principles of assessment are that assessment must be

valid, fair, flexible, reliable and consistent. The rules of
evidence state that evidence must be sufficient, valid, current
and authentic.
AQF Level
AQF levels and the AQF levels criteria are an indication of the relative
complexity and/or depth of achievement and the autonomy required
to demonstrate that achievement.
All assessment tasks must ensure compliance with the requirements of

AQF level and the AQF level criteria. For more information, please visit
http://www.aqf.edu.au/
Further Information
For further information about this unit go to

https://training.gov.au/Training/Details/sithpat006
Additional Information
• This information will be managed by the provisions of the
Privacy Act and the Freedom of Information Act.)
• Students are required to satisfactorily complete and submit
all assessment tasks that contribute to the assessment for a
unit.
• Students will be provided with one more attempt to complete
this Unit assessment pack (UAP) if trainer/assessor deems
them not satisfactorily completed (NS) in any Unit
assessment task (UAT).
• Unit Pre-Assessment Checklist (UPAC) will be reviewed by the
trainer/assessor to ensure the student is ready for the
assessment.
• Feedback regarding this Unit Assessment Pack (UAP) can be
emailed to the compliance and quality assurance
department/administration department in your RTO for
continuously improving our assessment and student
resources.
Feedback to student
• Acknowledge the developmental nature of learning.
If students have not received proper feedback, they must speak to compliance and
quality assurance department/administration department in the RTO/person
responsible for looking after the quality and compliance services of the RTO.
For more information, please refer to RTO Student Handbook.
Assessment Task 1

Assessment Task 1: Workplace relationships and

activities project:
Task summary
You are required, in the role of Customer Service Officer, to assist a new staff member to
understand their roles and responsibilities, understand other staff’s roles and to explain the
organisation’s customer complaints policy and procedures.
This assessment is to be completed in the simulated work environment in the RTO.
Required
 Access to textbooks and other learning materials
 Computer with Microsoft Office and internet access
 Meeting space
 Role play participant (your assessor)
 Position Description
 Customer Complaints Policy and Procedures
 Complaints Register
 Complaint Acknowledgement Letter
 Complaint Outcome Letter
Timing
Your assessor will advise you of the due date of this assessment.
Submit
 Email giving the culture and language chosen for the new staff member
 Email reflecting on the feedback given following the meeting
Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the
task satisfactorily.
Resubmission opportunities
You will be provided feedback on your performance by the assessor. The feedback will indicate if
you have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide
you with written feedback along with guidance on what you must undertake to demonstrate
satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel you have been dealt
with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not
understand any part of this task or if you have any learning issues or needs that may hinder you
when attempting any part of the assessment.
Assessment Task 1 Instructions as provided to students

Provide answers to all of the questions below:
Carefully read the following scenario
You are a Chef with IPSO Hospitality Group. The Group is very focussed on
excellent customer service and each staff member is expected to have excellent
customer service skills.
Your team leader is very busy this week and has asked you to help a new staff
member (customer service officer) to understand their roles and responsibilities and
reporting requirements. The team leader has also asked you to explain IPSO
Appliance’s complaints policy and procedures and associated forms.
You are required to prepare for, and meet with, the new Customer Service Officer.
The meeting should last no more than 15 minutes, as you also have a busy work
schedule. The Customer Service Officer will be roleplayed by your assessor and
will ask you questions during the meeting.
1. Prepare for the meeting with the new Customer Service Officer.
Prepare pre meeting report and submit to your Trainer:
Review the documents provided to you:
 Position Description
 Customer Complaints Policy and Procedures
 Complaints Register
 Complaint Acknowledgement Letter
 Complaint Outcome Letter
Make notes about the documents if necessary to guide your discussion with the
customer service officer.
Assume that the new customer service officer will be from a different cultural
background to you. Choose any officer culture for the new customer service and
research differences in communication styles between that culture and language
background, and your own.
Answer: There are five different styles of communication that customer service should know.
They are:
a. The assertive communicator: These types of communicators are active and honest. They
clearly express their feelings. They speak in a sweet and calm voice. They maintain eye-
to-eye contact while speaking. They take time to understand people.
b. The aggressive communicator: These types of communicators are moody in nature.

Their mood depends according to their nature. They often use unfriendly language to
express themselves. These types of communicators argue with others. These types of
communicators do not listen to others’ opinions.
c. The passive communicator: these types of communicators are not active. They remain
passive. They are afraid of conflict. Due to this, they are afraid to express their opinion.
They agree with others’ opinions while discussing. They just take easy steps to choose
their opinion.
d. The passive-aggressive communicator: These types of communicators find it difficult to

express their true feelings. They quit rather than asking help from others. Types of
communicators express themselves in an indirect way like not taking part in meetings.
e. Manipulative communicator: This type of communicator helps to influence people. They

mostly negatively influence them. These types of people can manipulate other people
easily. They are not honest and motivated others to do fraud in an organization.
The cultural background has many effects on communication. People with different cultural
backgrounds have different styles of language. People communicate in different styles. Their
language, words, and gestures are different according to their culture. This leads to
miscommunication because people do not understand the language of different cultures.
We can communicate with different social and cultural background people by speaking
slowly. We have to avoid idioms. We have to keep the language simple so that can be
understood. We have to write things down and practice active listening habits.
 Outcomes:
Satisfactory Not satisfactory
2. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
The email text should document the following:
 The culture and language you have chosen for the new customer service
officer
 The communication styles that you will use to communicate with a person from
the selected culture and language.
The email should ask for the place, date and time of your roleplay meeting.
Answer: We can use assertive communication style with a person from different
culture and language. We can communicate them using body language. We have
to use simple and sweet language.
 Outcomes:
3. Meet with the new staff member.
Role Play (Compulsory for every student):
During the meeting you will be expected to:
 Explain the roles and responsibilities of Customer Service Officers as

documented in the position description
The responsibilities of Customer Service Officer are as follows:
 They should maintain positive attitude towards employee.
 We should communicate customers through different methods.
 We have to keep the records of customer complaint.
 We have to solve the complaint of customer.
 We have to provide feedback to the customer.
The roles of customer service officer includes the answering of phone call of
the customer and responding them. We have to listen to their complaint. It
includes selling of goods and services. They should handle the customer
complaint. They should deliver the information about company’s offering.
 Outline the reporting arrangements, ensuring that it is clear that you will be the
first person to report to

The reporting arrangements includes reporting data, reporting timeliness,
inputs to help generated reports and support arrangements report.
 Explain the complaints policy and procedure including:
o Purpose of the policy: to ensure that all the complaint are handled
properly to resolve. It should explain how customer can make a complaint
o Definition of complaints Complaint means a statement that something is
not acceptable.
o Forms to be used for complaints (show the forms to the staff member) :
online form template and customer form template
o Responding to complaints : we have to respond customer as soon as
possible
o Keeping customers informed:
o When complaints should be escalated: when the customer needs cannot

be satisfied by the available resources.
o
You will be required to keep to the required timeline of 15 minutes, and you will
be assessed on your time management in this regard.
During the meeting, you are required to demonstrate effective interpersonal and
communication skills including:
 Speaking clearly and concisely
 Using effective non-verbal communication skills to encourage audience

interest
 Responding to questions
 Asking questions to seek feedback
 Use of active listening techniques to confirm and clarify understanding.
You will also need to demonstrate the communication strategies you researched
relevant to the culture.
 Communication strategy in the culture diversity
 When people are culturally diverse, we need to understand the differences in

how messages will be received. The four ways to communicate with culturally
diverse people are as follows:
 Use clear language: While communicating, we have to use clear language.
 Understand differences in body language: Different cultures have different
languages when it comes to non-verbal communication. We have to
understand the differences in body language.
 Practice reflective listening: In conversation, repeating the words in a
message plays a vital role. This helps to clarify meaning and reduce
misunderstanding. We have to practice reflective listening.

 Be open and inclusive to other cultures: we have to be open and inclusive to
other cultures. People from different culture helps to build relationships and
open up our experience to a new world.
Your assessor, in the role of the Customer Service Officer will ask you questions
that you will need to respond to.
Following the meeting, your assessor will provide you with some feedback on how
clearly you explained the information and your communication skills and talk to you
about possible actions you could take to address the feedback.
 Outcomes:
Trainer/assessor comments If require: ________________________

Reflect on the feedback provided to at the end of the meeting and consider how
you intend to action the feedback. Include these in the email.
The actions you indicate could be, for example: practice, or reading more about the
area where your assessor indicated you could improve.
Answer:
 Outcomes:
Assessment Task 2: Customer service training project
Task summary
This assessment task requires you to identify opportunities for customer service staff to improve
their customer service skills by identifying suitable professional development.
Required
 Access to textbooks and other learning materials
 Computer with Microsoft Office and internet access
 Training Options Report Template
Timing
Your assessor will advise you of the due date of these submissions.
Submit
 Email recommending a training option, with Training Options Report attached.
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily
address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be
asked to complete further assessment to demonstrate competence.
you with written feedback along with guidance on what you must undertake to demonstrate
satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been
dealt with unfairly or have other appropriate grounds for an appeal.
1. Write a Training Options Report.
Assume you have been asked to look into training to improve customer service.
Use the internet to find three different formal training options for customer service
training.
One should be provided by an external provider at the company’s premises, one
should be a short course that a new member of staff could take and the third should
be a formal qualification.
Provide a brief outline of the training and the name of the company offering the
training, as well as the costs and time commitment.
Use the Training Options Report Template to guide your work.
There are six ways to improve customer service. They are as follows:
a. Have clear objectives: When you start training, you must be clear about
the needs of customers and think about how to support them. Create your
ideas for the training and focus on a common goal. If the customer is well-
trained, they can achieve a common goal.
b. Always focus on customer success: We have to focus on customer success.
The team should identify the need and wants of the customer. To achieve
this goal, we should train our team in the field of communication. Help
them to improve the customer skills that they need.
c. Customer training for tough situations: The customer should be given
training on how to handle the tough situation that arises in an
organization. It is very simple and we have to develop a training plan to
support the team.
d. Training on company culture: The employees must be trained on company
culture. You need to engage your team in the training. We have to explain
our mission and vision to our employees.
e. Offer peer-to-peer training: Training employees in customer service
requires time. There should be a connection between the trainer and the
trainee. Peers will strengthen the feeling of belonging in the workplace.
f. Practice through a real-life scenario: The training cannot be just successful
through theoretical skills. So, practical training is also important. We have
to compare training with real life. We have to develop a realistic scenario
that will help them to practice.
2. Send an email to your manager (your assessor).

It should introduce and summarise the contents of the attachment and seek their
feedback.
The email text should include your recommended training option according to the
budget and time constraints given.
The training that you identify must be completed in the next three months, and a
budget of $700 per team member is available
Attach your Training Options Report to the email.
Answer:
 Outcomes:
Assessment Task 3: Workplace problem project
Task summary
You are required to identify potential solutions for a case study scenario.
Required
 Access to textbooks and other learning materials.
 Computer with Microsoft Office and internet access.
Timing
Your assessor will advise you of the due date of these submissions.
Submit
 Email with Case Study Responses attached.
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily
address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be
asked to complete further assessment to demonstrate competence.
you written feedback along with guidance on what you must undertake to demonstrate satisfactory
performance. Reassessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been
dealt with unfairly or have other appropriate grounds for an appeal.

Complete the following activities:
Carefully read the following scenario
The new customer service officer has now been with IPSO Hospitality Group for
three months.
She confides with you (a fellow customer service officer) that she is feeling stressed
and hasn’t been sleeping well because she doesn’t feel that she has had enough
training to do her job and sometimes when customers call with issues, she is just
not sure how to respond.
1. Briefly explain why the issue identified in the scenario is an issue that needs to be resolved.
Answer:The issue identified in the scenario needs to be resolved because this causes trouble for
the company. It troubles the establishment of the company. The people may get fired from the
job. It is good to solve the problem of the company as soon as possible. As the problem is solved,
the management can take action by providing training to the employee. The company can provide
skill-based training to the employee. It will impact the employee mental wellbeing. It impact on
decision making process
 Outcomes:
2. In around a paragraph, describe what good stress is and what bad stress is.
Answer: Good stress: Good stress is stress that motivates people and inspires them. It helps
to enhance the performance level. It helps us to achieve our goals. Good stress helps us to learn
new things and adapt to change in creative learning. It helps us to survive in times of difficulty.
This stress aware us of danger.
Bad stress: Bad stress is stress that leads to confusion and decreases performance. It
demotivates people. It does not help to achieve the goal. Bad stress happens when we are more
stressed. Bad stress leads to headaches and rapid breathing. This stress hampers people
physically and mentally.
 Outcomes:
3. Who should the stressed customer service officer speak to?
Answer:The stressed customer service officer speaks to the company’s supervisor or human
resources department. The employee can talk to the supervisor so that they can receive training
and support. Employee can speak to their leader to less their burden of stress.
 Outcomes:
4. In around a paragraph, describe what the stressed customer service could ask for in terms of
changes that would address their situation.
Answer.For stressed customer service, this means a difficult conversation with the customer.
Stress is responsible for employee turnover. To release stress, we have to understand the
situation properly. We have to deal with the customer calmly. The customer service job is very
stressful. The advisor deals with many people and settles down the difficulties that come with
work. Some stress is very difficult to settle down. They are not avoided by customer service.
Breathing exercise helps to reduce stress for some time. Most people feel uncomfortable dealing
with managers about their situation. Customer service helps the employee to make happy and
glad. In a stressful environment, the employees should know how to solve the situations. The
employees can ask for training because the reason of their stress is due to lack of training. Due to
a lack of training, they cannot work properly. They can ask for a break if they are stressful.
 Outcomes:
5. Who, outside the organisation, could the stressed customer service officer ask to assist them
with this issue should the staff member not be satisfied with their employer’s response?
Answer: The employees can ask for help with counselling service to assist. The counsellors talk
about their problems and try to reduce their stress. The employee can also ask for assistance to
help them. As a member of the company, we have to respect their decision. The company should
provide a mental wellness program. Encourage them to work without stress. The employee can
ask help with assistant employer. They can deal with human resource manager or health services
Outcomes:
6. Describe at least five steps that the new customer service officer could take to assist in
dealing with workplace stress.
Answer: The five steps are as follows:
a. Maintain a diary: The first step is to maintain a diary of your whole day. Maintaining a diary
helps to identify how stressful was your day. It helps to find out ways to reduce stress.
b. Perfect your time management skill: As we all know that time is money. Good time
management is very important. Time management includes a list of items, a schedule of
time, etc.
c. Learn to say ‘no’: This is the third step. It is very hard to say no but we should learn to say
no to others if we do not like it. To maintain our health and control stress we have to say
no.
d. Ask for support: We have to ask for support from our family, friends, or colleague. Asking
for help or support helps to manage stress.
Have an honest conversation with the supervisor: This is the last or final step. A good supervisor
can understand health plays a vital role in business success. If health is good, there is more
productivity. The supervisor helps to manage the stress of an employee
 Outcomes:

The text of the email should be in grammatically correct English, written in an appropriate
(polite, business-like) style.
It should introduce and summarise the contents of the attachment
Attach your Case Study Responses to the email.
Answer:
 Outcomes:
Final results record
Student name:
Assessor name:
Date
Final assessment results
Result
Task Type Satisfactory Unsatisfactory Did not submit
Assessment Task 1 Workplace relationships and S NS DNS

activities project
Assessment Task 2 Customer service training S NS DNS

project
Assessment Task 3 Workplace problem project S NS DNS
Overall unit results C NYC
Feedback
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.
Assessor signature: _______________________________________ Date: _________________

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Darwin Institute of Technology

RTO Code 41128 | CRICOS Code 03609J

Student Assessment Tasks

BSBWOR203 Work effectively with others

Student ID: …………………………………………………………………

Assessment Outcome (FOR TRAINER ONLY)

has been carried out according to the required assessment

Assessment outcome C (Competent) NYC (Not Yet Competent)

Course Name: Certificate IV in Commercial Cookery

Unit of BSBWOR203 Work

O I fully understand the context and purpose of this assessment.

Assessment Task Overview

3. Workplace problem project You are required to review case study

Assessment Task Cover Sheet

Assessment task information

 a summary of the assessment task

 information on the resources to be used

 resubmission opportunities if required.

Assessment task instructions

Naming electronic documents

 Course identification code

 Assessment Task number

 Document title (if appropriate)

 Date it was created

For example, BSBWHS204 AT3 Training Recommendations Joan Smith 20/10/19.

 Training Options Report Template

 It is one of the essential parts of training. It is important because it helps to present an

 Sample Agency Training Report Template

 Free Employee Training Report Template

 Training Needs Analysis Report Template

 Free Real Estate Client Tracking Report Template

 Simple Test Tracking Report Template

 Free Training Report Card Template

 Industrial Training Report Template

 Basic Training Evaluation Report Template

 Annual Training Report Template

 Printable Post Training Report Template

 Case Study Response Template

The case study response includes an introduction, description, discussion, conclusion,

The learner shall be given one chance to resubmit their assessment

Re-assessment fees- Assessment- $200 per assessment

Practical/ Examination- $200 per practical/examination

Late Assessment fees-

Up to 2 days late - $25 per assessment

From 3 up to 5 days late

If the assessment has been found to be plagiarised there will be no

Academic integrity, plagiarism and collusion

Academic Integrity is about the honest presentation of your

As a student, you are required to:

• Paraphrasing and presenting work or ideas without a reference.

Collusion means unauthorised collaboration on assessable work (written, oral or

Collusion may be with another RTO student or with individuals or

• Work with one or more people to prepare and produce work.

engage in plagiarism and collusion as outlined in RTO’s policy.

Proven involvement in plagiarism or collusion may be recorded on

Other Important unit specific Information

The Foundation Skills describe those required skills (learning, oral

essential to performance are explicit in the performance criteria of this

 Australian Human Rights Commission Act 1986

Principles of assessment and rules of evidence