BSBWOR203 Work effectively with others
Assessment Task 2-Customer service training project
Context and Conditions of Assessment – Information for Students
This assessment will ensure that the elements, performance criteria, performance evidence and knowledge evidence required and conditions are adhered to demonstrate competency in this unit assessment task.
? Read the assessment carefully before commencing.
? This is a practical demonstration assessment and will be conducted at Hilton’s commercial kitchen or a workplace.
? You must demonstrate your skills in Hilton’s commercial kitchen or a workplace, and then complete a Customer service training project correctly and successfully to be deemed satisfactory in this assessment task.
? Your Trainer / Assessor will inform you of the due date for this assessment task.
? Your Assessor will grade as either S – Satisfactory or NS – Not Satisfactory for the assessment. In all cases your Assessor will provide you with feedback.
? Only when all assessment tasks have been graded as S – Satisfactory you will be deemed C – Competent in the final result of the unit of competency; if you do not satisfactorily complete all the assessment tasks you will be deemed NYC – Not Yet Competent.
Assessment Appeal – Information for Students
? Students have access to an assessment appeals process to challenge the outcome within 20 working days of the assessment decision being made.
? The appeal is required to be submitted in writing with relevant evidence documentation provided.
? The Institute will respond within 3 working days of the receipt of appeal to confirm it has been received.
? The Institute will review the appeal and inform student of the outcome within 10 working days of the receipt of appeal.
? The outcome will outline information on student’s next steps including process for further appeal process.
Reasonable Adjustments – Information for Students
? Reasonable adjustment refers to adjustments made for students with a disability, condition or special learning need.
? Students can make a request for reasonable adjustment during their enrolment.
? Each case is considered individually and the all relevant circumstances are considered in making the decision
? The Institute reserves the right, after the review of the needs of the student with a disability, to not provide services that would impose unjustifiable hardship upon the Institute or the activities provided during the course of operations.
? The range of reasonable adjustments made may include (but not limited to):
o the use or loan of adaptive/assistive technology or equipment for use by people with a disability or illness to enable them to undertake their training/assessment in fair and equitable manner (e.g. seating, personal computer access)
o alternative methods of assessment (e.g. verbal assessment, practical demonstration)
o individual conditions of assessment (e.g. seating arrangements, additional 10 minutes per hour, toilet/rest/exercise breaks, bite sized food/drink)
o accessible learning formats (e.g. large print materials, coloured exam paper) o provision of a scribe o referral to additional services.
Re-Assessment Process and Plagiarism, Collusion and Cheating – Information for Students
? If the evidence is graded as NYS – Not Yet Satisfactory you will be required to re-submit the evidence. In this case, you will be provided with clear and constructive feedback based on the assessment decision so that they can improve your skills / knowledge prior to reassessment.
? Where a ‘NYS – Not Yet Satisfactory’ judgement is made, you will be given guidance on steps to take to improve your performance and provided the opportunity to resubmit evidence to demonstrate competence. The assessor will determine and discuss the reasons for NYS – Not Yet Satisfactory on any of the criteria and will assess you through a different method of assessment e.g. verbal/oral questioning, problem solving exercises.
? You will be notified within 10 working days of undertaking an assessment of your result in achieving competency o If a student does not complete the assessment, they should notify their trainer as to why they did not complete the assessment and if due to illness, a medical certificate must be produced and apply for Special Consideration in accordance to Special Consideration Policy and Procedure.
o In the above scenario, student will be given an opportunity for reassessment within 5 working days with no reassessment fee charged.
o Students who are deemed to be Not Yet Competent (NYC) will be provided with information identifying the areas in which they failed to achieve competency. Students will then have the opportunity to repeat the assessment task and relevant reassessment fees will apply for the unit.
o If a student is deemed NYC in the reassessment, then the student is required to reenrol for the entire unit of competency and relevant reenrolment fees will apply for the unit.
Plagiarism, Collusion and Cheating
Plagiarism means: taking someone’s words, ideas, work or other materials and present them as your own.
Collusion means: understanding or agreement between two or more people to intentionally cooperate and gain an unfair advantage in assessment.
Cheating means: seeking to obtain an unfair advantage in an examination or assessment.
If a student is found to be cheating, plagiarising or colluding during their assessment, the student will immediately be deemed NYS for the assessment task. The student will have to follow the reassessment process and relevant reassessment fees will apply for the unit.
o If the student is found to be plagiarising, cheating or colluding again after the initial instance, the student will be deemed NYC for the entire unit of competency. The student will be required to reenrol for the entire unit of competency and relevant reenrolment fees will apply for the unit.
o Any further instances of plagiarism, cheating or collusion will result in the suspension or cancellation of the student’s enrolment
o The Institute has intervention strategies, including student support services available to enable students to complete qualification in the expected time frame. Students at risk of not completing within this time frame are identified as early as possible and an intervention strategy is put in place. All students are encouraged to speak to the trainer/assessor and/or Student Support Coordinator in regards to any issues about their course.
The Institute will ensure access to:
? Assessment conditions for this unit can be found on TGA website:
Evidence to be submitted by the student: -
? A completed Customer service training project
Assessment Decision Making Rules
Your assessor will be looking for the following in this assessment task:
? The completed Customer service training project
Your assessor may seek additional information or clarification from you by asking your extra questions.
Assessment Task 2 – Customer service training project
This assessment task requires you to identify opportunities for customer service staff to improve their customer service skills by identifying suitable professional development.
This assessment is to be completed in the simulated work environment in the RTO.
Your assessor will advise you of the due date of these submissions.
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 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 that 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 2 Instructions as provided to students
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.
2. Send an email to your Manager (your assessor).
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 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.
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