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South Western Sydney Region RTO 90072

BUSINESS SERVICES ASSESSMENT TAS !RO"ORMA #u$%i&i'$tion Code BSB07


STU(ENT NAME) **************** ($te o& Issue ************************
Assess+ent T$s, N$+e Cluster B ($te (ue) -e$r ..
Short (es'ri/tion
Scenario, Case study, Short answer, teacher questioning
Units o& Co+/eten'y $nd
re%$ted $ssess+ent
+ethods
BSBCMM20.A Communicate in the workplace %etter o& 'o+/%$int0 short $ns1ers0
BSBCUS20.A Deliver a service to customers '$se study0 short $ns1ers
BSBITU20.A Produce simple word processed documents 2etter o& 'o+/%$int0 &%yer0 short
$ns1ers0 te$'her 3uestioning
Assessor 4 Te$'her (ur$tion
Approximately 4 hours
Resour'es Re3uired
i! applica"le#
Computer room, computer, printer, paper, pens
2ist the 5SC e6$+ re3uire+ents re%e7$nt to this Assess+ent T$s,
BSBCMN20.A AN( BSBCUS20.A $re /$rt o& the 5SC re3uire+ents8
no1%edge $nd S,i%%s Assu+ed $%o ensure you are ready to undertake this assessment check the list "elow
A"le to communicate in!ormation ver"ally and in written !orm
Awareness o! culturally appropriate communication
&se literacy skills !or all written tasks
Be a"le to use organisational skills to plan and complete tasks
&nderstanding o! relevant government legislation !or "usiness operations
&se o! pro"lem solving skills to solve customer and organisational issues
Be a"le to edit and proo! read work
A"ility to produce a accurate, checked !inal document within a time!rame
'ave knowledge o! !ormatting styles
&se o! word processing so!tware
Produce variety o! correspondence
Assess+ent Che',%ist C 9 'o+/etent N-C 9 not yet 'o+/etent
Unit
Code
$nd
Tit%e
E%e+ent o&
'o+/eten'y
!er&or+$n'e Criteri$ C N-C
( )ather, convey and
receive in!ormation
and ideas
(*( Collect in!ormation to achieve work responsi"ilities !rom appropriate sources*
(*+ &se method,s and,or equipment to communicate appropriate ideas and
in!ormation to the audience*
(*- &se e!!ective listening and speaking skills in verbal communication*
(*4 Seek input !rom internal and external sources to develop and re!ine new ideas and
approaches*
(*. /espond to instructions or enquiries promptly and in accordance with
organisational requirements
+ Complete workplace
documentation
and
correspondence
+*( Present written information and ideas in clear and concise language to ensure
the intended meaning o! correspondence is understood "y recipient
+*+ Dra!t and present correspondence within designated time lines
+*- 0nsure presentation o! written in!ormation meets organisational standards o! style,
!ormat and accuracy
+*4 Complete workplace !orms and documentation in a clear, concise and easy to read
!ormat
-*( 1alue all individuals and treat them with respect, courtesy and sensitivity
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SWSR RTO 90072 Assessment Task Proforma, Version 4 February 2008
2nsert School
3ame and 4ogo
South Western Sydney Region RTO 90072
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- Communicate in
a way that
responds
positively to
individual
di!!erences
-*+ %ake into consideration cultural di!!erences in all ver"al and non ver"al
communication*
-*- &se communication to develop and maintain positive relationships, mutual trust
and con!idence*
-*4 5ake e!!orts to use "asic strategies to overcome language "arriers*
-*. 0nsure that "ehaviour is consistent with legislative requirements, enterprise
guidelines and,or social protocols
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( 0sta"lish contact
with customers
(*( Acknowledge and greet customer in a pro!essional, courteous and concise
manner according to organisational requirements*
(*+ 5aintain personal dress and presentation in line with organisational requirements*
(*- Communicate using appropriate interpersonal skills to !acilitate accurate and
relevant exchange o! in!ormation
(*4 5aintain sensitivity to customer speci!ic needs and any cultural, !amily and
individual di!!erences*
(*. 0sta"lish rapport,relationship with customer and express a genuine interest in
customer needs,requirements
+ 2denti!y customer
needs
+*( &se appropriate questioning and active listening to determine customer needs*
+*+ Assess customer needs !or urgency to identi!y priorities !or service delivery*
+*- Provide customer with in!ormation a"out availa"le options !or meeting customer
needs and assist customer to identi!y pre!erred option,s
+*4 2denti!y personal limitations in addressing customer needs and seek assistance
!rom designated persons where required*
- Deliver service
to customers
-*( Provide prompt customer service to meet identi!ied needs according to
organisational requirements*
-*+ Provide in!ormation regarding pro"lems and delays, and !ollow up within
appropriate time!rames as necessary*
-*- Communicate with customers in a clear, concise and courteous manner*
-*4 2denti!y opportunities to enhance the quality o! service and products, and take
action to improve the service whenever possi"le*
4 Process
customer
!eed"ack
4*( Promptly recognise customer feedback and handle sensitively according to
organisational requirements*
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SWSR RTO 90072 Assessment Task Proforma, Version 4 February 2008
South Western Sydney Region RTO 90072
4*+ Accurately record any !eed"ack and communication "etween customers and the
organisation according to organisational standards, policies and procedures*
4*- 2denti!y any unmet customer needs and discuss suita"ility o! other products,
services*
4*4 Support customers to make contact with other services according to organisational
policies and procedures*
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( Prepare to
produce
documents
(*( &se sa!e work practices to ensure ergonomic, work organisation, energy and
resource conservation requirements are addressed*
(*+ 2denti!y document purpose, audience and presentation requirements, and clari!y
with relevant personnel as required*
(*- 2denti!y organisational and task requirements !or document layout and design*
+ Produce
documents
+*( Format document using appropriate software functions to ad6ust page layout to
meet in!ormation requirements, in accordance with organisational style and
presentation requirements*
+*+ &se system !eatures to identi!y and manipulate screen display options and
controls*
+*- &se manuals, user documentation and online help to overcome pro"lems with
document presentation and production*
- 7inalise
documents
-*( 0nsure !inal document is previewed, checked, ad6usted and printed in accordance
with organisational and task requirements*
-*+ 0nsure document is prepared within designated time lines and organisational
requirements*
-*- Name and store document in accordance with organisational requirements and
exit application without in!ormation loss,damage*
Addition$% Re3uire+ents :i! applica"le#
Assess+ent T$s, (es'ri/tion
%asks are attached at the end*
ASS0SS8/ 700DBAC9:
Assessor Comment.................
Signature *****************************************************************************************Date:******************************
S%&D03% 700DBAC9 Student name:**********************************************************************************
2 agree , do not agree with this assessment circle correct response#
Signature ;;;;;;;;;;*;;;;;;;;;;;;******** Date:******************************
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SWSR RTO 90072 Assessment Task Proforma, Version 4 February 2008
South Western Sydney Region RTO 90072
TAS .
S'en$rio Res/onse 2etter o& Co+/%$int
<ou are to complete the !ollowing task in class* <ou will "e given .= minutes to type a letter o! complaint in
response to the scenario that !ollows* 0xam conditions apply* <ou must show your knowledge o! so!tware
!unctions and appropriate letter !ormat*
You (Mr Tang) are a regular client of Access Recruitment. You walk up to the reception desk (nearly slipping on
the way on a piece of A4 paper that has een left on the floor) and approach the receptionist (Ms Adams). !he is
on a personal phone call and completely ignores you. !he continues her animated con"ersation whilst you await
her attention and in the meantime you notice that three other lines are flashing on her telephone. After
appro#imately three minutes you lose your patience and ask the receptionist whether she will e much longer.
After rolling her eyes at you$ the receptionist hangs up the phone and in a la%y tone asks you what you want.
&hen you ask if the 'uman Resource manager is a"ailale$ the receptionist states she can(t understand your
accent . You repeat your )uestion and she informs you that he is on his lunch reak and tells you to come ack
in aout an hour.
INSTRUCTIONS
%ype a %etter o& 'o+/%$int expressing yoursel! in clear and concise language and ensuring your letter meets
appropriate !ormat and style*
5r %ang
'uman /esource 5anager
%im %am Banking
+- Biss Drive
Banko +(((
5s Adriana Slot
'uman /esource 5anager
Scotts Drive
Al"um Park +---*
In'%ude the &o%%o1ing in your %etter)
(* lack o! e!!ective ver"al and non ver"al communication
+* lack o! e!!ective questioning techniques
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SWSR RTO 90072 Assessment Task Proforma, Version 4 February 2008
South Western Sydney Region RTO 90072
-* poor etiquette
4* ine!!ective cross$cultural communication skills
.* inconsistent "ehaviour in accordance with legislative requirements 8'>S, Anti Discrimination#
?* lack o! interest in customer requirements
TAS 2
/ead the case study, policy and procedures !or Access /ecruitment and the !ollowing scenario*
Su?+it your $ns1ers %$?e%%ed 1ith your n$+e0 the d$te $nd T$s, 28
CASE STU(-
<ou are the o!!ice assistant !or Access /ecruitment, a company specialising in recruitment o! 5arketing
and 'uman /esources personnel* %he company is owned "y A"le Access the 5anaging Director*
Among other sta!! the company employs @oe Aapio 5anager#, Bernie %aylor Consultant#, 8livia 5etro
Consultant#, A"dul 5ohamed Accountant#, )eorge Poulos Sales,5arketing 5anager#, @ohn Bao
8!!ice Administrator# and an o!!ice assistant you#*
As well as /ecruitment the organisation also o!!ers a !ree advertising service and an instruction
workshop on how to market yoursel! !or success in 6o" interviews* 2t has a large reception and
advertising,promotional material including company "rochures and other recruitment assistance
availa"le*
ACCESS RECRUITMENT !O2ICIES AN( !ROCE(URES
Answering the telephone
)ood morning,good a!ternoon, Access recruitment* %his is your name# speaking* 'ow can 2 help youC
*reeting "isiting clients
)reet all visiting clients politely and promptly* Do not leave a client waiting* 2! a client has to wait, ask
them to sit down and o!!er them tea or co!!ee*
'andling difficult clients
2! a client is di!!icult "e polite* Ask the client what they want* Ask the client to wait in the waiting room
Contact A"le Access ext ?D#*
+ontacting staff memers
%o contact sta!! mem"ers, use the sta!! extension list* /edirect enquiries immediately to the relevant
sta!! mem"er* %ake a message i! the sta!! mem"er is unavaila"le*
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SWSR RTO 90072 Assessment Task Proforma, Version 4 February 2008
South Western Sydney Region RTO 90072
+onfidential information
'ome telephone num"ers are 38% to "e given to clients*
,romotional material
Send the in!ormation package o! Advertising,5arketing /ecruitment to everyone who calls asking !or
general in!ormation*
+ourier
5organ Swi!t delivery
%el: D?EF 4.-4 7ax: D?EF 4.--

TAS 2
S'en$rio
As the o!!ice Assistant you deal with "oth internal and external clients* <our 6o" is to answer client
queries, redirect queries to the right people i! you canGt answer them and supply promotional and
in!ormational material to clients*
%he !ollowing are situations that occur during the week at Access /ecruitment* Hrite a list o! what you
would do in each situation to provide prompt and courteous service to your customers, help improve the
service and !ul!il the customer service requirements o! Access /ecruitment*
(* %he potential client 'ope Andrews# telephones and asks !or in!ormation a"out the type o! services
your company o!!ers or specialises in*
+* A potential client @ohn Alex# asks !or in!ormation a"out a 5arketing 5anagerGs position* 'e asks !or
advice on how long it would take to recruit someone*
-* <our supervisor @ohn Bao asks you to get this monthGs sales !igures*
4* A client telephones to query an account* A"dul is on the telephone when you try to redirect the client
to her*
.* A client 5el 'arvey# arrives !or an appointment with 8livia 5etro and is in need o! a new 8!!ice
Administrator* 'e is annoyed when 8livia 5etro is not availa"le and demands to see someone
immediately*
?* At ((am a client visits to seek in!ormation on what the organisation has to o!!er* )eorge is not
availa"le till ((*-=*
E* <ou receive the dayGs mail* %here are three letters asking !or in!ormation on the services o!!ered "y
Access /ecruitment* 8ne letter is !rom the new !ood company opening in ? months, wanting an
in!ormation package and one letter is !rom 5r 5oney asking a"out !ees charges "y Access
/ecruitment*
F* <our supervisor asks you to contact 5r Ding who is the 5arketing 5anager o! a Chinese
/ecruitment Agency to see why he has cancelled tomorrows meeting*
TAS @
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SWSR RTO 90072 Assessment Task Proforma, Version 4 February 2008
South Western Sydney Region RTO 90072
S5ORT ANSWER TAS
The following )uestions are to e answered in class ut your teacher will ha"e gi"en you the )uestions
efore hand$ so you will e prepared to answer them. You will not e ale to use your notes on the day.
,aper will e pro"ided for you y your teacher.
#uestion .
Hhat communication strategies would you use to o"tain, understand and clari!y instructions in a work
situationC list -#
#uestion 2
0!!ective ver"al communication may include*** list .#
#uestion @
Hhat skills must "e known in written communicationC list .#
#uestion A
Hhat individual di!!erences must "e respected to avoid discrimination in the workplaceC list ?#
#uestion ;
State and explain 4 ways to !ormat documents to meet in!ormation requirements !or organisation
requirements*
#uestion B
State and explain the use o! 4 so!tware !unctions to ad6ust page layout to meet in!ormation requirements
!or organisation requirements*
#uestion 7
Hhat may checking include when !inalising documents !or printingC list .#
TAS A
S'en$rio Res/onse :"%yer<
<ou are to complete the !ollowing task in class* <ou will "e given .= minutes to complete the steps
listed "elow* 0xam conditions apply* <our teacher will "e o"serving you to ensure you meet criteria and
may ask you questions to assess your knowledge and understanding o! word processing so!tware
!unctions*
The *eneral Manager of Access Recruitment has decided to initiate a once a fortnight sports afternoon.
'e feels this will help uild employee teamwork and promote a happier work en"ironment. The *.M
has asked you to create a document-flyer to e sent to all employees that outlines the details of the
program. 'e has gi"en you a draft copy that needs to e retyped$ edited and formatted.
./!TR0+T.1/!
%ype the !lyer and !ollow the hand written changes*
Summary o! !ormatting changes:
(* Change top and "ottom margins to +*.4cm and le!t and right margins to +*+cm*
+* 7it document on one page*
-* Centre text vertically on the page
4* Spell check and proo!read !or meaning
.* Apply a page "order o! stars
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SWSR RTO 90072 Assessment Task Proforma, Version 4 February 2008
South Western Sydney Region RTO 90072
?* Apply )eneral 5anagerGs corrections attached#
%o !inish you will need to
(* Add a header with your teacherGs name
+* Add a !ooter stating your name, the date and how the document is saved
-* Save as I7itness ProgramJ to a suita"le location
4* Print out a copy and su"mit to your teacher
TAS A
Access Recruitment All capitals
Draft Organisation Program delete
Concerning all staff
RATIONALE delete
Following consultation with executives relating to the implementation and operation of this
program, Access ecruitment executive has recommended the start of a fitness program for
all emplo!ees" #he program will assist in emplo!ees overall fitness, well$eing and $uild
relations" delete
TRIAL DETAILS Arial 12pt Bold & italics
#he trial involves replacing #hursda! fortnightl! afternoon teas with the sports program"
%enues and transport ma! var! in accordance with availa$ilit!" &n the event of wet
weather staff participating in outdoor sport will move to indoor sports venues"
PROGRAM BENEFITS Arial 12pt Bold & italics
&t is anticipated that this program will result in'
&mproved emplo!ee attendance
&ntroduction to an overall fitness regime change order as indicated
(pportunit! to liaise with emplo!ees from different departments
)uilding teamwor* s*ills delete
All participants will evaluate the program $efore the end of the financial !ear


Fitness Venues Arial 12 B & I, Left align
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SWSR RTO 90072 Assessment Task Proforma, Version 4 February 2008
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12 pt
Times
New
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of sentence
South Western Sydney Region RTO 90072
Bold and centre table headings
%enue -port Availa$le places
.entrepoint )owl #en /in )owling 10
.entre &ce in* &ce1s*ating +
.entrepoint 2orld of Fitness 2eights3Aero$ics34!m 10
.entre &ndoor -port %olle!$all3&ndoor soccer3&ndoor cric*et 10
5nder this format, emplo!ees will $e a$le to experience + different sports, ever! 6 months"
6ach venue is $oo*ed for 1"5 hours and trained staff conduct specialised activities"
ore space before paragraph
TAS @ !OSSIB2E ANSWERS
Ans1er .
Active listening, open and closed questions, consultation with appropriate personnel*
Ans1er 2
Appropriate language, clear voice, audi"le volume, courteous tone, active listening, asking questions or
rephrasing to clari!y or con!irm understanding*
Ans1er @
Spelling, grammar, punctuation, proo!reading and use o! standard proo!reading marks*
Ans1er A
Culture, race, language, gender, sexuality, age, religious "elie!s, customs,traditions, people with special
needs*
Ans1er ;
Alignment on page, columns, co logo, letterhead, headers, !ooters***
Ans1er B
De!ault setting, document protection, grammar check, indent, line spacing, page num"ers, set up, spell
check, paragraph !ormatting, ta"s*
Ans1er 7
Accuracy o! in!o, consistency o! layout, !ollowing instructions, grammar, proo!reading, spelling
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SWSR RTO 90072 Assessment Task Proforma, Version 4 February 2008
"entre in
"olumn
South Western Sydney Region RTO 90072
usiness Ser!i"es #ua$ifi"ation %o&e' S07 Che', 2ist o& O?ser7$tion o& !r$'ti'$% Wor, Date of Assessment
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SWSR RTO 90072 Assessment Task Proforma, Version 4 February 2008
Assessor ame Assessment !as"# !as" $ Flyer %nit of Com&eten'y BSBI!%(01A
K%he assessor is to indicate L<G or L3G in the column next to each skill demonstrated in the studentGs work* 2ndividual student !eed"ack to "e noted on
assessment task
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)urin* t+e &emonstration of t+e ski$$, &i& t+e
"an&i&ate,
7ollow esta"lished sa!ety procedures
Ad6usted work space, !urniture and equipment to suit
ergonomic requirement
&sed appropriate so!tware !unction to ad6ust page layout
!or document
Checked document grammar, spelling, proo!reading#
Previewed !inal document
Print in designated time
3amed and stored !lyer
T+e "an&i&ates o!era$$ -erforman"e .as
satisfa"tory
South Western Sydney Region RTO 90072
usiness Ser!i"es #ua$ifi"ation %o&e' S07 Che', 2ist o& Te$'her #uestioning Date of Assessment
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SWSR RTO 90072 Assessment Task Proforma, Version 4 February 2008
Assessor ame Assessment !as" )etter of 'om&laint*
Flyer* +or, &ro'esse,
%nit of Com&eten'y BSBI!%(01A
/T+e assessor is to in&i"ate 012 or 0(2 in t+e "o$umn ne3t to ea"+ ski$$ &emonstrate& in t+e stu&ent2s .ork4
5n&i!i&ua$ stu&ent fee&ba"k to be note& on assessment task
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)i& t+e "an&i&ate res-on& satisfa"tori$y to t+e
fo$$o.in* 6uestions, !erba$ ans.ers
-1Di, you a,.ust your '/air/ta0le 0efore using t/e
'om&uter1
A12es* I a,.uste, it to my nee,s
-( Di, you ensure t/ere 3ere no /a4ar,s or ris"s aroun,
your 3or" s&a'e 0efore starting 3or"1
A(2es* I '/e'"e, for loose 'or, in'lu,ing '/e'"ing un,er
my ta0le an, aroun, my '/air
-5 +/at is t/e &ur&ose of your ,o'ument1
A5A letter of 'om&laint to A''ess 6e'ruitment an, a Flyer
for A''ess 6e'ruitment#
-$Are you going to format your ,o'ument1 7o31
A$ Alignment* 'olumns* si4e* margins* 0or,ers####
-8 Di, you &roofrea, your ,o'ument for any errors1
A8 2es an, I also use, s&ell an, grammar '/e'"
-9 Di, you &rint &re:ie3 your ,o'ument1 +/y is t/is a
goo, i,ea1
A9 2es in or,er to '/e'" t/at it 3as 3/at I 3ante, an, for
less &a&er 3astage
-7 7o3 ,i, you name an, store your ,o'ument1
A7 I sa:e, it as Fitness Program on my %SB an, in a
3or, file on my 'om&uter####
South Western Sydney Region RTO 90072
usiness Ser!i"es #ua$ifi"ation %o&e' S07 Che', 2ist o& Written Assign+ents4 T$s,s :Test0 S'en$rios0 C$se Study< Date of Assessment

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SWSR RTO 90072 Assessment Task Proforma, Version 4 February 2008
Assessor ame Assessment !as" 1 S'enario !as" ( Case
stu,y !as" 5 S/ort ans3ers !as" $ Flyer
%nits of Com&eten'y BSBCM(01A
BSBC%S(01A BSBI!%(01A
/T+e assessor is to in&i"ate 012 or 0(2 in t+e "o$umn ne3t to ea"+ ski$$ &emonstrate& in t+e stu&ent2s .ork4
5n&i!i&ua$ stu&ent fee&ba"k to be note& on assessment task
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T+e "ontents of t+e .ritten task -ro!i&e&
satisfa"tory e!i&en"e of '
Producing clear, concise and correct written communication
&nderstanding o! e!!ective cross cultural communication skills
2denti!ying customer needs
&nderstanding the importance o! providing prompt service
and in!ormation to customers
/ecording !eed"ack and applying in!ormation "etween
organisation and customer according to policies and
procedure
Preparing to produce documents
7ormatting documents to appropriate so!tware
Checking document
Printing document
3aming and storing
T+e "an&i&ates o!era$$ -erforman"e .as
satisfa"tory