STUDENT NAME:

STUDENT ID:
COURSE NAME: BSB51915 Diploma of Leadership and Management

TRAINER’S/ASSESSOR’S NAME:
DATE SUBMITTED:
UNIT CODE AND DESCRIPTION: BSBWOR501 Manage Personal Work Priorities and Professional
Development

NOTE:
1. This form must be stapled on top of the Learner Guide/Assessment up on submission.
2. This Assessment Receipt Form must be stamped and signedin.

DECLARATION
1. I am aware that penalties exist for plagiarism and assessment dishonesty.
2. I am aware of the requirements set by my Trainer/Assessor.
3. I have retained a copy of my Assessment.

Date Stamp
Student Signature

Assessment Received by NMC Staff

Name:………………………...……...……...……...

Signature:…………………………...……...……...

=================================TEAR HERE ==================================

Students must retain this as a Record of Submission

Assessment HandedOn:

Unit Code &Description:

Assessment Received by NMC Staff

Name: ………………………...……...……...……... Student Signature

Forms Index Issue History
Signature: …………………...……...……...……...
….………………………………
……..
 Document/Particulars Assessor Name/Initial/ Date Comment

A. Assessment Cover Page (Assessor)

Student ID recorded
Student and Assessor name
Student declaration, signed and dated
B. Assessment Cover Sheet (Assessor)
Unit Code and Description of
Competency
Student name, ID and date of
submission
recorded
Properly marked if satisfactory or not
Comments filled by Assessor
Assessor Declaration signed and dated
Student declaration signed and dated
C. Assessment Summary Sheet (Assessor)
Student name and ID recorded
Assessor name, date of completion and
unit of competency recorded
Student results properly ticked
Comments box completed by Assessor
Unit outcome /reassessment properly
ticked
Assessor and Student signed and dated
Supplementary Assessment Details (if
applicable)
D. Unit Completion Feedback (Assessor)
Unit of Competency recorded
Completed by student
E. Result Report (Assessor Summary)
Assessor filled student task/unit
outcome
Assessor affixed signature
Assessor dated the report
F. Others (Coordinator)
Student Assessment properly marked /
submitted
Student Unit Completion
Feedback
submitted
Student Result Report properly
recorded
/submitted
Assessment Result approved for
encoding
to Wisenet
G. Administration Use
Assessment filed to student academic
folder
Assessment result uploaded to Wisenet
Feedback result encoded
 UNIT SUMMARY RESULT
Student’s Name: Student’s ID:

Trainer/ Assessor’s Date of

Name: completion:

Unit of Competency:
BSBWOR501 Manage Personal Priorities and Professional
Development
Results
Assessments Satisfactory NotSatisfactory

Assessment 1: Written Question  

Assessment 2: Project – Simulated
Workplace Environment  

Assessment 3: Observation  

To achieve competency for the unit, student must be S in all tasks.

Unit Outcome:
 Competent  Not YetCompetent

Is re-assessment
required  Yes  No

Final Feedback for the

Student

Trainer/Assessor’s
Signature: Date:

Student’s Signature: Date:

USE FOR RE-ASSESSMENT ONLY
Date Completed Assessment/Comments Satisfactorily
Completed

Yes No

Yes No

Yes No

Unit Outcome:  Competent  Not YetCompetent

Trainer/Assessor’s
Signature: Date:
 BSBWOR501
MANAGE PERSONAL WORK PRIORITIES
AND PROFESSIONAL DEVELOPMENT

Learner Guide/Student Assessments

AURTTA3017 Carry out vehicle safety and roadworthy ins
Student ID

Student Name

Trainer/Assessor
 Assessment Outline
Unit Code BSBWOR501
Unit Name Manage Personal Work Priorities and Professional Development

There are three (3) assessments required for this unit. To attain competence in this unit you must
successfully complete all assessments and submit on the due date specified by your
Trainer/Assessor.

Type of Assessment Place of Assessment

Assessment Task Written Questions Classroom
1
Assessment Task Project – Simulated Workplace Environment Classroom
2
Assessment Task Observation Classroom
3

Resources
For this assessment, NMC ensure that students will have access to:
 NMCworkplace
 office equipment and resources withinNMC
 examples of documentation relating to Manage Personal Work Priorities and Professional
Development
 case studies, where possible realsituations
 Aspireworkbook
 Relevant websites suchas
 https://www.mindtools.com/page6.html
 https://www.successfactors.com/en_us/lp/articles/corporate-goal-alignment.html
 http://www.wikihow.com/Measure-Performance
 http://www.onlineuniversities.com/blog/2013/08/using-technology-to-balance-your-education-and-
life/
 http://www.startupsmart.com.au/advice/business-planning/20-tips-for-maintaining-a-healthy-
worklife-balance/
 http://www.feani.org/site/index.php?id=157

Support
Assessor /Trainer will provide assistance / intervention during the assessments in the event that there
is a risk of injury to yourself or from other students.

If you have special needs, you may be allowed reasonable adjustment in accordance with NMC
Policies and Procedures which means there may be modification in which the evidences are gathered.
It could include alternative methods of assessment. However, it will not change the standards or
outcomes you achieve.

If you consider that you need any special considerations in relation to assessment of the unit, please
speak with your Trainer/Assessor.
Unit of Competency: Overview
BSBWOR501 Manage Personal Work Priorities and Professional Development
Application

This unit describes the skills and knowledge required to create systems and process to organise
information and prioritise tasks.

It applies to individuals working in managerial positions who have excellent organisational skills. The
work ethic of individuals in this role has a significant impact on the work culture and patterns of
behaviour of others as managers at this level are role models in their work environment.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of
publication.

UnitSector

Industry Capability – Workplace Effectiveness

Elements
1. Establish personal work goals
2. Set and meet own work priorities
3. Develop and maintain professional competence

Performance Evidence

You must present an evidence of the abilityto

 use business technology to create and use systems and processes to organise andprioritise
tasks and commitments
 measure and maintain personal work performance including assessing competencyagainst
competency standards and seekingfeedback
 maintain an appropriate work-life balance to manage personal health andstress
 participate innetworks
 develop a personal development plan which includes career objectives and an actionplan
 develop newskills.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once .

Knowledge Evidence

To complete the unit requirements safely and effectively, you must:

l explain principles and techniques involved in the management and organisationof:
 performance measurement
 personal behaviour, self-awareness and personality traits identification
 a personal development plan
 personal goalsetting
 time
l discuss management development opportunities and options for self
l describe methods for achieving a healthy work-life balance
l outline organisation’s policies, plans and procedures
l explain types of learning style/s and how they relate to the individual
l describe types of work methods and practices that can improve personal performance .

Version 2.0
Information and Instruction for Students
Read carefully all information contained in this assessments. If you are in doubt about certain part/s,
please approach your Assessor/Trainer for further clarification. A Student sign off “declaration” is
provided below which will be signed by you. This signifies the full understanding of the
information/instruction herein mentioned.

These assessments are designed to assess your understanding of the unit and demonstrate your
skills and knowledge. You are expected to complete these assessments in plain and simple
(understandable/legible) English and must be submitted on the due date specified by your Assessor /
Trainer.

In order to be assessed as Competent (C) in this unit, you need to provide evidence which
demonstrates that you can perform the required competencies to the required standard. Competency
depends on consistently demonstrating the skills, attitude and knowledge that enables you to
complete workplace tasks confidently in a variety of situations.

This unit covers skills and knowledge required to Manage Personal Work Priorities and Professional
Development
Submitting Assessment Tasks
You must submit assessment tasks with the provided cover sheet.

ALL tasks must be completed in plain and simple (understandable/legible) English. It is preferable that
tasks submitted for assessment are typed. Where this is not possible or where room is provided on a
paper for short answers, you must write clearly. Unreadable assessment tasks will be returned
unmarked.

You must submit assessments on or before the due date. Extensions for individual assessment tasks
may be negotiated in specific circumstances according to NMC Policy and Procedures. To arrange an
extension you must speak to your Trainer/Assessor prior to the due date. Extensions due to illness
will require a medical certificate. Extensions must be confirmed by Trainer/Assessor in writing.
Assessment Outcomes
There are two outcomes of the Assessment Task:
S = Satisfactory and NS = Not Satisfactory (requires more training and experience).

You will be awarded C = Competent on completion of the unit when your Trainer/Assessor is satisfied
that you have completed all assessments and have provided the appropriate evidence required to
meet all criteria. If you fail to meet this requirement you will receive the result NYC = Not Yet
Competent and will be eligible to be re-assessed in accordance with the NMC’s policies and
procedures.

The outcome and feedback of your Unit Assessment will be summarised in the Unit Summary Result
and this will be discussed with you by your Trainer/Assessor. To evidence that a discussion has
occurred regarding the result and feedback, you will be provided a photocopy of the Unit Summary
Result.
Re-assessment (Re-sit/Re-submit)
If you have NOT achieved Competency, you will be allowed to re-submit or whenever applicable will
be given a supplementary assessment. The first Re-submission or Supplementary assessment will be
at no cost. Second Re-submission will be charged in accordance with the rates specified in the NMC
Policy and Procedure.

If you are requiring a re-sit assessment you must meet with your Trainer/Assessor to coordinate the
re-sit requirements. Outcomes of the re-sit tasks and documentation will be stored in your academic
file. Re-sit assessment may incur applicable fees in accordance with NMC Policy and Procedure.
Student Access to Records
Students have the right to access current and accurate records of their participation and results at any
time. You may request to see your results on request by completing Form 074 Record Access Form
and submitting to NMC Office.
Appeals
If you have any concern and/or not happy with your results;
1. Please speak with your Trainer/Assessor and you may be provided with alternate options of
assessment in order to gain competency depending on initialresults
2. Your assessment may be re-assessed uponappeal
3. If you are still unhappy about your assessment results after following the steps mentioned above,
you may submit a formal complaint in accordance with NMC’s Complaints and AppealsPolicy.
Plagiarism and Assessment Dishonesty
NMC is committed to ensuring that all students behave with integrity when undertaking an
assessment. Therefore, it is essential that you understand the principles underlying assessment
integrity and behave in a manner according to theseprinciples.

1. You must not present and/or paraphrased other people’s work without areference;
2. You must not copy or partly copy other students’work
3. You must not use phrases and passages verbatim, without quotation marks and/or without a
reference to the author or a webpage
4. You must not submit any assessable item that were already previously submitted as assessable
item
5. You must not submit an assignment that were collaboratively done when it is intended as individual
work

Please read the following information and please ensure you have access to and have read the
plagiarism and assessment dishonesty policy. This policy can be found on the NMC website and is
also discussed in your induction prior to commencing the course.

Student must adhere to the abovementioned to avoid plagiarism / assessment dishonesty. Otherwise,
it will form as an academic misconduct which will lead to academic counselling, suspension or
cancellation.

For more information, please refer to the Plagiarism and Academic Dishonesty Policy and Procedure
available upon request at the Reception or download from NMC website.
Assessment Instructions
There are three (3) assessments for this unit of competency BSBWOR501 Manage Personal Work
Priorities and Professional Development. You are required to complete them all.

1. Written Question

This consists of fifthteen (15) questions. You are required to successfully answer all questions to be
deemed satisfactory. There is no restriction as to the length of the responses.

A timeframe will be provided by your Trainer/Assessor for you to complete this task.

2. Project – Simulated Workplace Environment

You will demonstrate your skills and knowledge by completing a scenario based project. You will need
to access and read the following BizOps policies and templates:
 Organisation operational plan
 Work-life balancepolicy
 Professional developmentpolicy
 PositionDescription

Your answer to this task must be in a typewritten format. A timeframe will be provided by your
Trainer/Assessor for you to complete this task.

All project criteria are outlined in the project checklist. This checklist will be completed by your
Trainer/Assessor to judge your project work. You must attained satisfactory mark in all criteria to be
deemed satisfactory for this Assessment Task 2.

3. Observation

You will be observed by your Assessor in regards to your performance in a simulated scenario. Your
Assessor will use an observation checklist to judge and record the skills and knowledge you apply.

A timeframe will be provided by your Trainer/Assessor for you to complete this task

Student Declaration

.............................................................................. (Student Name) have read and understand the

information and instruction provided above and also understand and accept that any act of plagiarism
and academic dishonesty will lead to academic counselling, suspension or cancellation of my
enrolment with North Melbourne College.

I further declare that:

 All assessment work submitted for this unit of competency is my own original work and plagiarism
and collusion has notoccurred.
 Assessment work is not copied nor has not been submitted for any otherunit/course.
 I have taken proper care and effort to ensure my work has not been copied by anotherperson.
 I understand the consequences of engaging in plagiarism as described in NMC’s Plagiarism and
Assessment Dishonesty Policy and I have obtained and read the Plagiarism and Assessment
DishonestyPolicy.

Studentsignature:............................................................... Date: ....../....../.......

 Assessment Cover Sheet

Submission Details
Unit of Competency: BSBWOR501 Manage Personal Work Priorities and Professional Development

Assessment Task 1. Written Questions

Student Name:
Student ID:
Student Submission and Plagiarism Declaration:
By submitting this assessment to the College, I declare that:
 This assessment task is original and has not been copied or taken from another source except where this
work has been correctlyacknowledged.
 No part of this assessment has been written for me by anotherperson.
 I have made a photocopy or electronic copy or photograph of my assessment task, which I can produce if
the original islost.
StudentSignature: Date of Submission:
Assessment Outcome

Student’s overall performance is:  Satisfactory(S) Not Satisfactory(NS)

Comments/Feedback to the Student:

Assessor Declaration: I declare that I have performed assessment for this student as per the principles of
assessment and collected assessment evidence in accordance with the rules of evidence. I further declare that
to the best of my knowledge all evidences attached are the student’s own work. I also provided appropriate
feedback to the student and have undertaken assessment integrity checks such as Google check for plagiarism,
Check for Copying/Collusion, Check for Authenticity(own work),Cheating or use of modelanswers.

Trainer/AssessorName:

Signature: Date:

Student Declaration :I have received, discussed and accepted my result as above for this task and I am
aware of my appeal rights

Student Signature Date:

This page is left intentionally blank
 ASSESSMENT TASK 1 – WRITTEN QUESTIONS

Instructions:

You are to answer the following questions on manage personal work priorities and professional development.
Your answers will form part of the evidence gathered for this unit.

Acceptable format for the answers of this task could be handwritten or typewritten. There is no restriction as to the
length of the responses. If the space provided is not enough, you use additional papers. All work should be
completed within designated timeframes.

Questions:

1.
Question 1: Explain two (2) principles behind the need for a leader to be self-aware
and understand their behaviour, personality and learning style.

Answer: A leader who is self-aware by his own behaviour and performance,

and he is able to build relationships with the people, so this helps him
to coordination and communication between people and it makes
better understanding.
Leaders self-aware always helps in establishing in the area of
enhancement. This helps in self-realization and a leader working on
his personality which is also helps in adjust to changing and working
in change environment for achieving goal.

Marking: Satisfactory Unsatisfactory

Question 2: Explain two (2) techniques involved in managing, organizing and

identifying personal behaviour, self-awareness and personality traits.

Answer:  Collecting Feedback is the important factor to know

your colleagues, managers and customers in better
way.
 Self-evaluation is another process to know your
personal behaviour, performance, personality traits
and self-awareness by using such methods like test
questionnaire and online personality.

Marking: Satisfactory Unsatisfactory

Question 3: Explain two (2 )types of learning styles and how they relate to individuals.

Answer: There are many learning styles. Two types of learning style I prefer
 are:

 Auditory learners: In auditory learning style, people first

listen and then repeat the learning outcome. Their main
learning style is listening the lectures, tapes, and classroom
sessions.

 Visual learners: Visual learning style includes using pictures,

diagrams, images and sometimes-short videos to express the
idea or messages. It is easy and clear to understand with this
style.

Marking: Satisfactory Unsatisfactory

Question 4: Explain two (2) principles involved in managing and organizing personal
goal setting as part of a personal development

Answer: There are two types of principals in managing and organising

personal goal settings as part of personal development plan:
 Career objectives: Every leader always learn through skills
and a leader should have their career objectives and personal
goals which can be used in improvement of his/her career.
 Career obstacles: Every leader always learn from his/her
mistakes, obstacles and problem in the past then he learn that
how to tackle from all flaws and problems for enhance the
performance by skills.
Marking: Satisfactory Unsatisfactory

Question 5: Explain two(2)principles involved in managing and organizing personal performance

measurement.
Answer: Standards and Benchmarks: It should consider in every given
industry and should use some measuring table so you can evaluate
your performance as stated by standard and benchmarks.

Feedback from peers helps to measure personal performance,

anonymous feedback forms can be distributed to colleagues and
performance competence can be resolved.

Marking: Satisfactory Unsatisfactory

Question 6: Explain two (2) principles involved in managing and organizing time.

Answer: So first is goal setting step in time management, One have to realize
what must be done at the primary spot which can be known by
various systems of self-improvement arranging
Prioritising the tasks is a vital step in time management, Setting
needs and assigning more opportunity to high need undertakings and
less time to those with low need doing this while keeping up a
harmony among individual and organizational objectives.

Marking: Satisfactory Unsatisfactory

Question 7: Describe how a leader may take the initiative to prioritise and facilitate
competing demands to achieve personal, team and organizational goals
and outcomes.
Answer: There are many ways in doing so. Few of them are:
 List all the tasks and then re-arrange the tasks on the basis of
their importance according to the organisation’s goals.
 Consult to the team members, take feedback and encourage
them and should give performance rewards so the team
members can motivate to perform task for better outcome.
 Self-evaluation is a key factor in which observe the
performance as you go along the tasks.
 Negotiate to get the timelines broadened.
 Assign the work.

Marking: Satisfactory Unsatisfactory

Question 8: Describe how a leader’s own work role contributes to broader organisational goals.

Answer: Leaders own work role contributes to broader organizational goals

following ways:
 Negative attitude continuously affected the organisation’s
work.
 A leader can impress their team members by their own
performance.
 By making change in accordance with arrangements en route
to meet targets.
 Assign leader's own exhibition just as other workers' and
guide whenever required by the associations plans and
execution measures.
Marking: Satisfactory Unsatisfactory
Question 9: Describe two (2) work methods and practices that can improve personal
performance and competence

Answer: Performance appraisal is a continuous process which is implemented

in many different methods:
 Set 360 degree criticism to look for advice from your
associate, loved ones, as it will enable you to all the more
likely get yourself and improve your competency all the
more proficiently.
 Set important objectives for your own ability against
association’s models.
 For competence training method which can improve it.
Marking: Satisfactory Unsatisfactory
Question 10: Identify two (2) personal management development opportunities and options for a
leader.

Answer: Opportunities which may need to manage personal

development could possible through organizational protocol
like an application for professional development that goes
under the organizations approach and cost.
Support in systems through enrollment should be another
choice. This incorporates limits and enrollment with partner
individuals inside the business system to help utilize the
system.
Marking: Satisfactory Unsatisfactory

Question 11: What organisational protocols might need to be taken into account when planning
career development?

Answer: For professional development an application just define the

objectives, cost, timing, and location must be completed by the
authorized person to training.
Also, after the completed of training there must be provided a
report and presentation to the specific personnel.
 

Marking: Satisfactory Unsatisfactory

Question 12: Outline the organisational plans that underpin an organisation’s operations.

Answer:  Strategic plan (involves top-management authorities and the

companies long-term goals),
 Tactical plan (specifically used by the management
authorities to initiate a specific short-term plan),
 Operational plan (this is also managerial based where day-to-
day operations are devised and tackled).

Marking: Satisfactory Unsatisfactory

Question 13: List the topics that are usually covered by an organisation’s professional
development policy.
Answer:  Purpose of Policy,
 Definitions,
 Focus,
 Roles and accountability ,
 Observation,
 Analysis,

Marking: Satisfactory Unsatisfactory

Version 2.0
 1. It’s about effectiveness first, then efficient
Effective time management allows you to complete the most important task that you
can complete at a time, and the resources will be available to you as well for the
particular task. Effectiveness is all about getting work done with right stuff. When
the right stuff done then you can focus on increasing the workload. Then efficiency
comes in which getting all done, the work done by efficiently like in manners and in
a proper way. Assessment Cover Sheet
2. Time management and motivation feed off to each other
Submission Details
Being motivated is increase your potential to achieve something and manage the
time
Unit of effectively.
Competency: For the improvement
BSBWOR501 there is need
Manage to motivation
Personal for the
Work Priorities ambitions.
and Professional Development
So you have to organize and manage the time effectively.
Assessment Task 2. Project – Simulated Workplace Environment

Student Name:
Student ID:
Student Submission and Plagiarism Declaration:
By submitting this assessment to the College, I declare that:
 This assessment task is original and has not been copied or taken from another source except where this
work has been correctlyacknowledged.
 No part of this assessment has been written for me by anotherperson.
 I have made a photocopy or electronic copy or photograph of my assessment task, which I can produce if
the original islost.
StudentSignature: Date of Submission:
Assessment Outcome

Student’s overall performance is: Student’s overall performance is:

Comments/Feedback to the Student:

Assessor Declaration: I declare that I have performed assessment for this student as per the principles of
assessment and collected assessment evidence in accordance with the rules of evidence. I further declare that
to the best of my knowledge all evidences attached are the student’s own work. I also provided appropriate
feedback to the student and have undertaken assessment integrity checks such as Google check for plagiarism,
Check for Copying/Collusion, Check for Authenticity(own work),Cheating or use of modelanswers.

Trainer/AssessorName:

Signature: Date:

Student Declaration :I have received, discussed and accepted my result as above for this task and I am
aware of my appeal rights

Student Signature Date

Version 2.0
This page is left intentionally blank
Task 2: Project – Simulated Workplace Environment

Instructions:

You are to complete all the tasks as specified in this simulated work environment.

You will need to access and read the following BizOps policies and templates:

 Organisation Operational Plan (AnnexA)

 Work life balance policy (AnnexB)
 Professional development policy (AnnexC)
 Position Description (AnnexD)

Acceptable format for the answers of this task must be typewritten. All work should be completed within
designated timeframes. Your answers will form part of the evidence gathered for this unit.

Task Overview and Context:

A. You received an email from Gina Harris, Human ResourcesManager.

Subject
Personal Development Plan
Hello,

A you are aware, BizOps Enterprises encourages and supports its staff to reach their potential
through mentoring, coaching and professional development to ensure their personal goals and
those of the organisation are met.

To this end, we would like you to prepare a personal development plan that outlines your career
objectives, personal goals, professional development activities and potential training required,
with actions required clearly stated.

I’ve been thinking about the issues we have been having with our customer service team this
year, as evidenced by the number of customer complaints. You mentioned in our last monthly
meeting that you believe people in your team are experiencing stress and do not have a good
work-life balance. I encourage you to consider training or mentoring for yourself in the first
instance, which may also be useful for others in your team at a later stage.

I recall other discussions we have had: while you feel you are currently competent, you know you
need to keep up to date with WHS matters to be an effective health and safety representative.
You also want to gain the Advanced Diploma in Leadership and Management but aren’t sure how
to approach this as you learn best through demonstrations and being able to ask questions face-
to-face rather than online. You have said that one of your career goals is to improve your
networks and perhaps join a professional association.

Your role as customer service manager includes a responsibility for promoting continuous
improvement in your team and in the organisation as a whole. You are required to consider your
needs for training and further support with this aspect of your role.

Below you will find a to-do-list, and a list of unscheduled events that have occurred today. Refer
to the “Instructions to the Candidate” section for a detailed description of what is required in this
project. You will need to make use of relevant BizOps policies and position description.

Regards
Gina Harris
Human Resources Manager
B. To-do-list Monday
Unscheduled events that have occurred today:
 Sales rep Roxanne bursts into your office, upset because a customer has verbally abused
her on the phone and is threatening to sue BizOps. The irate customer insists on speaking to
you.
 Gina, the HR Manager, telephones to ask you to come to her office when you have a spare
minute to discuss a situation that has arisen with the recruitment agency she is currently
dealing with.
 Craig Bullen, the interview candidate, telephones to say he will be 10 minute slate.
 Instructions to the Candidate
Read the information that has been provided. You will also need to access the following documents:

 Organisation Operational Plan (Annex A)

 Work life balance policy (Annex B)
 Professional development policy (Annex C)
 Position Description (Annex D)

Use the information provided to you in the email to complete the following tasks. As your work ethic
could have significant effect on the work culture and patterns of behaviour of others in your
workplace, your response must reflect the level of responsibility of a customer service manager.

You must:
 Produce a document that describe how you prioritized the competing demands for your time
on Monday morning.
A business exists in a dynamic environment, it is inevitable to avoid uncertain events for a manager. So, a manager
must always be prepared to deal with whatever comes in his way. Similar situation exists for manager of Bizops, where
he need to prioritise out of the schedule events.

Time Task Priority Notes

(H,M,L)
9:00am Read draft of improved Customer L Customer service policy is to
Service Charter and highlight provide the benefits to customer.
changes for senior executive meeting The charter is publically avail for the
It is a low priority customer .
3pm Thursday.
because it’s on
Thursday which
is after three
days, during that
period we can
focus on most
priority work.
9:30am Research trends in Customer Service L Employing professional and
Policy and management for next enthusiastic staff
Low priority
week’s staff meeting.
because it is
next week, not
urgent.
10:00am Interview with Craig Bullen for sales H
10:30am rep position it is high The interview is important and we can
reschedule it by 15 minute but it still take
priority time, because interviewer and
because it’s interviewee can talk and explain about
today and the job criteria.
hiring new
staff is
important for
the growth of
the company
11:00am Call customer Mrs Janice Smithers H Focus on providing them fast and
regarding her complaint about the The priority personalises services.
long wait time until she received the level need to
product – explain BizOps process change as
and arrange for next delivery to be customer
free as compensation complaint is
up most
important to
handle.
11:15am Meet team to discuss: H
  New procedures for This is
communicating with on-the- considered as
road salesreps a high priority
 Updating feedback form that because
is attached toproduct Sales
 Improved online-feedback representative
form are very busy
with their job
and need to
travel to a
different
location to
perform the
job.
12:00noon Meet with Liz to discuss coordination L
of sales/marketing promotion
12:30pm Lunch

 Prepare a form asking feedback to help you identify ways to improve your competence. The
form should be suitable to give to colleagues, staff and customers.

source everyone rating feedback comments

Do you feel fulfilled in 1 2 3 4 5 6 7 8 9 10 .
the work place?

Do you feel my verbal 1 2 3 4 5 6 7 8 9 10

communication is clear
and familiar?
Is my composed 1 2 3 4 5 6 7 8 9 10
communication clear
and strong?
Is my time and 1 2 3 4 5 6 7 8 9 10
timetable all around
Managed?

Am I ready to 1 2 3 4 5 6 7 8 9 10
Demonstrate
effectiveness more
often than not?
Is my administration YES NO
style causing you
Pressure?
Am I permitting you YES NO
enough time anything
to improve your
expertise and
Information?
 Does our employee YES NO
helps you a lot?
Does any division you YES NO
think in which we have
to improve our
cooperation capacity?
Is it sensible having a YES NO
gathering toward the
part of every week?

 Create a personal development plan in accordance with the BizOps organisational plans and
policies that outlines your:
My team work quality is improving through my personal goals and customer’s complaints are reducing by it. For
customer complaints I can research some cases and can do work at home on it if I need to lead my team.
If, required I should take a course then also I must take it.

Objectives Criteria Actions Implementation

Strategy
Career objective: to Development of Preparing in the Use customer
use skills in the best management skills board of individuals service policies and
possible way for by the end of this in compelling ways. procedures.
achieving the Bizops financial year i.e. Diminish customers’ Use my experience
enterprises goals July 2019 by complaints. of customer service.
studying diploma in
Work-life balance to
management.
staff must be Use my excellent
Analyse relevant provided. written and verbal
data for
communication skills
determination of
customer service
output per day and
evaluate
performance of staff
every day, to
increase the output
up to 15% by July
2019.
Personal Goals: Making quality of the Outlets sales budget Review sales budget
Increase revenue by product better by to be increased and coordinate it
15% July 2019 according to sales with production
targets. budget.
Personal skills: Improving my Keep Updated Using
communication skills vocabulary by using according to the communication
and problem solving word of the day app current environment strategy and strategy
strategy in my phone and needs. development skills.
going through case
studies daily for
improving critical
thinking.
New skills: To Complete all units Enrol in task of July Implement the
achieve qualification within the time frame intake and complete techniques as I
of Diploma in and implement them the diploma by the learn.
leadership and at work as you go. July 2019.
management. Course fee 12500
2 days a week class
Getting the
application for study
leave approved.
Training and To develop skills to Scheduling training Following course
development meet significant outside working material and
opportunities: short changes in current hours, complete all units.
course work. Conducting a
discussion with
director fortnightly to
discuss improved
performance.
Network Plans: Join Develop strong Create accounts on Use computer
a professional network related to professional social systems and internet
association customer through media websites like facilities.
CRM software. LinkedIn and carrier
one.

Career objectives
Personal goals, aligned with BizOps’ plans and directions
Personal skills and knowledge assessed against units of competency BSBCUS501 Manage Quality
Customer Service and BSBMGT516 Facilitate Continuous Improvement (these units can be found at
www.training.gov.au)
New skills that need to be developed

Training and development opportunities

Networking plans to help develop new skills
An action plan for implementation
Prepare a plan in accordance with your organisational requirements that promotes a healthy work-life
balance; It should be suitable to use with your team or in a whole staff-staff presentation
Annex A: Organisation Operational Plan

BizOps Enterprises Operational Plan

Overview

1.1 Executive Summary

BizOps has 150 retail, online and phone sale outlets that sell a range of exclusive products across
Australia that are branded as BizOps.

The business provides its customers with high quality and innovative products and services. Wherever
possible we provide our customers with a ‘green’ solution and service. We employ sustainable
business practices.

1.2 BizOps Mission

BizOps is committed to:

 providing high quality and innovative products and services to customers

 meeting the changing needs of customers
 offering innovative product solutions
 delivering speedy and personalised service
 employing professional and enthusiastic staff
 providing clean and ‘green’ products and services
 adopting sustainable work practices
 Undertaking continuous improvement processes.

BizOps is known for its enthusiastic and inclusive culture. BizOps seeks to maintain professional and
well-supported staff.

1.3 Business plan objectives

In 2015–2020 BizOps will consolidate its position in the market as a lead retailer for ‘green’ and
sustainable solutions for high quality exclusive products.

To do this, BizOps will focus on the following business goals:

• Financial stability:
 Increase revenue by 15% (compared to the previous 12 months) by the end of the financial
year
 Maintain annual profit levels of 15% of revenue for all products and services, calculated at the
end of each financial year
 Reinvest 75% of profit back into the business at the end of each financial year
• Market position:
 Maintain the number one rating in the annual national industry customer service awards
 Launch new high quality exclusive consumer products to meet customer demand, ahead of
competitors, within budget and by the agreed deadlines
• Right people:
 Provide induction training at the commencement of employment to train new employees to be
knowledgeable, helpful and enthusiastic.
 Provide the physical, human and time resources to support an annual professional
development program for all BizOps employees

1.4 Keys to success

Success will be dependent upon:

 Exceptional product and service quality

Each store will maintain its establishment base of full-time equivalent employees. All of these staff
will have formal retail qualifications and be provided with internal product and service knowledge
training.

Each store will be fitted out to display the full range of the exclusive products from the current
BizOps range to provide the opportunity for sales staff to learn and fully demonstrate their features.

The product delivery service provided is recognised as part of the BizOps brand.

 Time-efficient and cost-effective development processes

Communication systems are in use to reduce travel and time commitments of outlet managers.

• Expert and knowledgeable staff

BizOps employs multi skilled retail sales staff capable of providing after sales product support
to customers.

2.0 Consultation Strategy

Stakeholder Role in the problem Objective Consultation method

Senior management Made the decision to Keep informed Feedback session
team increase sales by 15% Email communications
annually Newsletters
Videoconferencing
Outlet manager Develop an operational Implement plan Staff meetings
plan and implement the Consult Outlet manager
plan to increase sales meetings via
in their outlet videoconferencing
Interviews
Sales staff Implementers of the Consult Meetings
plan to achieve the Keep motivated and Feedbacksessions
intended results engaged
Online and phone Provide sales not Consult frequently Videoconferencing
outlets supported through
retail outlets
Major customers People who make Consult Phone calls
major purchases of Personal visits
BizOps products Email communication
Newsletters
Customers People who make Obtain feedback Email communication
small purchases of Newsletters
BizOps products
Recruitment agency Involved in recruiting Consult Meetings
staff
3.0 Operational Action Plan (July-Sept)

Operational Action Plan: July–Sept

What is Objective Resources Procedures Responsible When Budget KPI
to be (Why will (Where will (How will it person ?
done?) we do it be be done?) (Who will
it?) done?) do it?)

Revisit sales To increase It will be Update each Outlet 30 $3,000,00 The retail
budgets and the sales of done outlet’s sales managers June 0 total sales of
develop The across the budgets to and the
outlet-by- services 150 outlets. reflect the needs to business
outlet sales component increased be increased
strategies of the targets. supported by 15%
that add onto business by Each outlet is to by a by the
the national 15% by 30 develop a sales business end of the
sales June strategy to case from financial
strategy. support the new each year
targets. store
Acquire To facilitate Install a Contact BizOps Outlet 31 $5,000 All video-
additional communica multi- IT service and managers August per outlet conferenc
resources – Tion channel support to ing
video- between all dedicated arrange for equipmen
conferencing retail, video- supply and t installed
equipment. online and conferencin installation. by 31
Phone g facility at Allocate costs August
outlets and each outlet. back to each
Reduce outlet.
travel time
and costs.
Acquire To provide Purchase a Contact Head 31 July $50,000 Delivery
additional a delivery new van for suppliers, obtain office per outlet van
resources – service and each outlet quotes and marketing purchase
delivery van. Provide and detail it purchase the manager d and
Brand with the required delivery decals
recognition marketing van. attached
logo. Contact by 31 July
signwriters to
have marketing
decals attached
to the vans.
Reorganise To create It will be Have plans Head 30 $10,000 All stores
fixtures and additional done drawn up for office Septe per store to be
fittings – space for across the each retail sales mber fitted and
retail outlet. installation 150 retail outlet. manager operation
Of outlets. Hire local shop Retail al with
demonstrati fitters and outlet current
on products installers for managers BizOps
each sales range of
region. product
by 30
Sept

Train sales To multi- It will be Deliver training Retail 31 In house. All

staff to skill retail done programs outlet August Additional existing
provide after Product across all managers resources retail
sales staff and to the 150 available product
product improve the retail but a staff
support. level of outlets. business training in
after sales case is multi-
product required. skilling
support complete
d by31
August
Maintain full To maintain Thirteen BizOps Outlet 31 $2,000
staffing And new full- recruitment managers August recruitme
capacity increase time sales procedures Recruitme nt costs
through Sales staff will nt agency per
rapid capacity by replace vacant
recruitment recruiting staff position
to fill new staff vacancies
vacancies. as soon as in Sydney,
existing Melbourne
positions and
are vacated Adelaide
CBD
stores.

4.0 Risk

The timely recruitment and training of new staff is a key success factor in meeting the strategic
objectives of the business plan. In order to meet the objectives it is necessary to have recruited the
new staff and up-skilled our current staff in after-sales product support by 31 August. In the event that
we do not meet these objectives, we have budgeted an additional 5% of training costs to employ a
training consultant to provide additional training resources.

It is critical that our outlet managers monitor the progress of their operational plans against the target
KPIs established. To that end, it is essential to review the operational plan monthly.

5.1 Approvals

Name Position Date approved Signature

Rose Hargreaves Chief executive officer 15 June RHargreaves
Nancy Tooket Managing director: 15 June NancyTooket
Retail operations
Annex B : Work-Life Balance Policy
At BizOps Enterprises, work–life balance is defined as the development, implementation and
facilitation of initiatives that enable our employees to balance their work and personal lives. BizOps is
committed to providing a culture that is healthy and supportive of work–life balance. To achieve this,
BizOps promotes flexible work arrangements and other initiatives to support employees to balance
their work and personal responsibilities and interests.

Implementing work–life goals and strategies is designed to meet organisational and individuals'
needs. BizOps recognises that work–life balance is important to support recruitment and retention
strategies and to enable employees to contribute to the achievement of our organisational goals.

The work–life policy requires cooperation to ensure the needs of both the organisation and individual
employees are met.

Principles
• The business needs of BizOps and associated client activity must be fully addressed when
implementing the work–life policy. The impact on clients and colleagues must be positive, or at least
neutral, and must be fully understood by both the employee and their manager.
• Managers and supervisors should assist employees to access work–life policies and flexible work
arrangements. Managers and supervisors should ensure that employees are aware of their options;
give prompt consideration to requests; be fair and transparent in their decision-making and judge
individual cases on their merits.
• Requests will be fully considered, but employees need to understand that not all forms of flexible
scheduling are appropriate to all employees or positions.
• An open conversation is critical for evaluation and assessment of requests for work–life options
approval; however, the final decision will be made by a manager.
• Flexible working practices should not adversely affect an employee’s career or professional
development opportunities.

Available options for flexible work arrangements

• Job-sharing
• Flexible workhours
• Part-time work
• Deferring salary
• Working from home
• Phasing retirement
Annex C : Professional Development Policy

BizOps Enterprises Education, Training and Development Policy

Policy statement:

BizOps Enterprises recognises the need for employees to be provided with opportunities to acquire
additional knowledge and skills as part of their career development.

The formal opportunity for identifying professional performance and development needs of each
employee is the annual performance and development review process.

This policy incorporates avenues of training and development that are undertaken for the following
purposes:

• To develop skills to meet significant changes to an employee’s current work or an expanding role
within BizOps
• Professional development requirements
• Career development and progression within BizOps

This policy also provides a system for reimbursement of fees to eligible employees who are
undertaking an approved course of study.

Policy application

This Policy applies to all employees of BizOps Enterprises.

Short courses

Short courses are defined as those not exceeding 80 hours in duration. Wherever possible, these
courses shall be scheduled during normal working hours.

In the event of courses being scheduled outside normal working hours, time off in lieu may be granted
if the time exceeds two 2 hours in any one week.

Tertiary courses

Tertiary courses’ contact time should, wherever possible, be scheduled outside of ordinary office
hours. Limited study leave for tertiary courses may be negotiated and approved by the Executive
Director based on relevance of education and training to BizOps.

Study leave

Study leave may be granted as follows. Study leave only applies where formal examinations must be
undertaken as part of the course:
• One day paid leave per tertiary course subject per semester for study purposes
• Half a day per subject examination attendance (may be granted to a maximum of six days per
year)

Criteria for approval and reimbursement of study fees

The employee must have completed at least twelve months’ continuous service with BizOps
Enterprises and be employed on a full-time or part-time basis.

On approval of a tertiary course, the employee shall be eligible for reimbursement as follows:

 Up to a maximum $500 reimbursement per semester of all compulsory registration, tuition and
fixedcosts(suchasexaminationandinstitutionfees).Thisissubjecttoproducingevidenceof
 satisfactory results and continuing satisfactory work performance. The cost of books and any other
expenses will not be reimbursed.
 Applications for reimbursement must be accompanied by evidence of payment and proof of the
successful completion of each course/subject such as an official transcript of grades.

Professional memberships

The company may reimburse the cost of one professional membership per annum, where it can be
demonstrated that such a membership is directly linked to the employee’s current position.
Memberships will not be provided for an individual where BizOps already has a corporate
membership.

Responsibilities

Employees are responsible for:

• conducting a discussion with their immediate manager or the Executive Director prior to
undertaking any courses that may impact the workplace
• discussing any proposed courses/study with their immediate manager during the performance and
development review process
• outlining to their manager the likely costs of the course, the duration of the course and the
proposed leave required
• completing the Application for Fee Support form and the Terms and Conditions of Fee Support
form
• completing the Application for Study Leave Form if applicable
• at the conclusion of the course, completing relevant claim forms and submitting appropriate
documentation to support expense claims
• ensuring that attendance at such course does not impact their daily performance

• seeking approval from their immediate manager and the Executive Director prior to taking study
and examination leave if applicable
• advising the Executive Director in writing of any proposed changes to the course; for example,
cancellation, deferment or with drawl.

Managers are responsible for:

 discussing the proposed course with the employee
 raising any proposed course/study with the employee during the performance and development
review process
 providing a recommendation to the Executive Director regarding the study application, including
proposed reimbursement and study leave
 making arrangements to cover the employee’s absence, ensuring that work is not impacted
 providing appropriate support to the employee so that they can be successful in pursuing their
studies
 providing recommendation to the Executive Director if there are any proposed changes to the
course
 verifying expense claims and forwarding these to the accountant
 making a recommendation to the Executive Director regarding professional membership
subscriptions.

Procedure for Undertake Education and Training

 Prior to undertaking a course for which an employee is seeking paid/unpaid leave or

reimbursement of costs, an employee should discuss with their manager such intentions and
complete the Application for Fee Support Form and Terms and Conditions of Fee Support form.
 The employee’s immediate manager will review the application. If the application falls within the
scope of this policy, the manager will make a recommendation to the Executive Director for
approval of leave and /or cover any absence on study leave and any costs associated with the
course.
 The employee’s immediate manager will ensure the employee has completed the correct forms
and supplied the appropriate information.
 Application for both study and examination leave, paid or unpaid, must be submitted on the
appropriate form, and approved, prior to leave being taken.
 The Executive Director will make the final decision in relation to the approval of study leave, paid or
unpaid, and any recommended reimbursement of educational expenses.

Procedures for changing course arrangements

If alterations are made to the schedule and/or for costs of a course, the employee must forward a
revised Application for Fee Support form to the Executive Director as soon as possible. If the revised
leave and/or expenses are greater than the amount originally approved, the form shall be submitted to
the Executive Director for authorisation.

Procedure for applying for authorisation for professional membership

Prior to taking up a professional membership, the employee shall discuss with their manager such
intentions. The employee’s immediate manager shall check whether BizOps has a corporate
membership. If there is no corporate membership and the membership is relevant to the employee’s
position, the manager shall make a recommendation

Reference points

Application for fee support

Terms and conditions of fee support
Policy to be reviewed: February 2016
Annex D: Position Description

BizOps Position Description and Selection Criteria

Job title : Customer Service Manager
Reporting to : Managing Director, Retail Operations
Salary : Total package including base salary, superannuation, commissions or
benefits: $95,000p.a.
Hours : Full-time permanent
Location : Head office

Purpose of the position

Plan, coordinate and control the activities of the customer service team to meet the needs of
customers, maintain and enhance customer relationships, and meet organisational and operational
objectives.

Develop procedures, establish standards and administer activities to assure accurate order entry,
efficient shipment tracking, and timely delivery of products to customers.

Responsibilities and duties

 Develop and implement customer service policies and procedures and oversee the
achievement and maintenance of agreed customer service levels and performance
standards.

1. Professionalism is required
It is a clear thing that customer service representative must provide the
professional service to their customer and they should give specific
presentation all the times.

2. Patience is key
Many customers who don’t have patience due to which they irritate the employee, so employee
should always remain calm and listen to their customer’s all problems when needed. No matter
what kind of customers are.
3. Know your customers’ needs
Make that type of system in which you can keep all the records of your customer’s
problems, issues, complaints due to which you can understand your customer’s need.

Customer service performance standard dominate some ways in which customers are to
be treated with best practices and observed. Communication through telephone, email
and written communication maintained our customer service and it increase the
performance standard.
 Develop processes to identify customer problems, requests and special needs, resolve
them effectively and within negotiated timelines, and handle complex and escalated
customer service issues.

 Listen carefully to the customers and let them finish.

Listen to the customer carefully is important because of your goal. When your customer
finished then solve his/her all problems. Then repeat this process again for showing that you are
hearing your customer’s problems well.
 Ask questions in a manner.
The information you can get from the customer, the better you will understand his/her
issues. It’s easier to ask questions than to jump to the closure.
 Put yourself in their shoes.
For all the problems it is important to know the goal deeply. Your goal is to solve the
problem.
 Apologize without blaming.
When something bad happen so don't blame another person, employee or department.
Employee should apologize instead of blaming others.
 Find someone who can solve the problems
There is always need a person who can solve all the problems quickly. Research indicates

 Analyse relevant data to determine customer service outputs.

Every component of the marketing mix have different types of customers and all customers
have different needs and wants. Customer service output give an offers to concentrate on
the needs and objective purchaser. Another output which is productive output is the service
outputs of the marketing customer’s value and their will power.

 Coordinate and manage customer service projects and initiatives.

To maintain a high performance business, there is need to change some important things to
maintain service standards, recommendations is the way to improve of service delivery,
customer service’s planning and reporting system can change for comparison. To maintain
customer service standards it need human skill development like: communication skill and
team work for carrying a better service quality delivery. As business grows, customer
service needs coordination with their team member and it may become an ambitions.

 Work closely with marketing and sales and production departments to reduce order cycle
times and improve fill rates while controlling the cost of serving customers.

Firstly the fulfilment process can consider the customer’s experience. This process just filing
the order on time to reduce uncertainty. Most of the time, the process of order filing occurs in
a warehouse and it involves packing, picking, staging and load configuration. The warehouse
adopted some technologies which are wireless radio frequency and bar code technology
which can improve their fill rates and cost will definitely increase through this technology.
  Evaluate and performance manage staff.

Evaluation is a tool in
which feedback provided Key performance Indicators
and documentation about  KPI 1: Ensure customer service policies and procedures are regularly
employee’s performance reviewed and maintained.
in certain time period, and  KPI 2: Respond, or delegate responsibility, to ensure customer
issues are dealt with promptly, efficiently and satisfactorily to
provide clear
both the customer and BizOps.
communication and job  KPI 3: Review and maintain customer management systems.
goals and objectives.  KPI 4: Ensure a range of customer service initiatives are developed and
Performance evaluation in implemented successfully.
which evaluate all  KPI 5: Work effectively with other departments and own staff to
management staff’s maintain efficient work practices and competence.
performance by feedback.
Academic and trades qualifications
Performance evaluation
Essential Desirable
process for staff
performance
Relevantevaluations:
bachelor degree BSBCUS501 Manage quality customer service
 Provide
feedback to the
employees to BSBMGT516 Facilitate continuous improvement
improve or
maintain job
performance. Work experience and skills
 Identify Essential
areas Desirable
for employee
Minimum
wherethree years
they need customer service Customer service experience at team leader or
experience
to development. supervisory level
 Set performance
standards and
goals for the
next review
period.
 Recognize job-
related
achievements.
 Enhance
communication
and working
relationships.
Personal qualities and behavioural traits
Essential Desirable

In-depth knowledge of customer service BizOps product knowledge

principles and practices

Leadership skills High personal standards

Excellent written and verbal skills

Excellent interpersonal skills, including the ability

to manage people from varied backgrounds;
handle conflict and pressure; empathy;
persuasion

Proficiency in CRM systems

Proficiency in MS Office applications

Self-management skills

Relationships
Personal Purpose

Nancy Tooket: Managing Director, Retail Report directly to this person

Operations

Customer service staff Delegate and coordinate team activities, and

assess team and individual performance
Project Checklist (To be completed by Trainer/Assessor)

The candidate have produced and submitted the following:

 A document describing how candidate prioritised competing demands for the workday

 A form asking for feedback to help identify ways to improve the candidate’s competence

 A personal development plan

 A plan to promote a healthy work-life balance for staff

Not Satisfactory
Satisfactory
The Project meets the following requirements/criteria

P1 Feedback from employees, clients and colleagues was sought and used to identify
and develop ways to improve competence

P2 Ensured personal work goals, plans and activities reflect organisational plans and
own responsibilities and accountabilities

P3 A personal development plan was developed which included career objectives and
an action plan

P4 Prioritised and facilitated competing demands to achieve personal, work and

organisational goals and objectives

P5 Assessed personal knowledge and skills against competency standards to determine

development needs, priorities and plans

P6 Measured and maintained personal work performance including assessing

competency against competency standards

P7 Identified, evaluated, selected and used development opportunities suitable to own

learning style to develop competence

P8 Participated in networks

P9 Identified new skills to achieve and maintain a competitive edge

P10 Described methods for achieving an appropriate work-life balance

 All project requirements/criteria must be satisfactorily demonstrated by the
candidate.

The project assessment has been confirmed:

 Satisfactory
Feedback  NotSatisfactory

Please include recommendations for future training in cases where the

candidate has not satisfactorily achieved all requirements/criteria.

Declaration:
I declare that this project assessment has been conducted as per NMC Assessment procedures and
instructions provided for this assessment task and that I have provided appropriate feedback.

Assessor Name

Assessor Signature

Date
 Assessment Cover Sheet
Submission Details
Unit of Competency: BSBWOR501 Manage Personal Work Priorities and Professional Development

Assessment Task 3. Observation

Student Name:
Student ID:
Student Submission and Plagiarism Declaration:
By submitting this assessment to the College, I declare that:
 This assessment task is original and has not been copied or taken from another source except where this
work has been correctlyacknowledged.
 No part of this assessment has been written for me by anotherperson.
 I have made a photocopy or electronic copy or photograph of my assessment task, which I can produce if
the original islost.
StudentSignature: Date of Submission:
Assessment Outcome

Student’s overall performance is: Student’s overall performance is:

Comments/Feedback to the Student:

Assessor Declaration: I declare that I have performed assessment for this student as per the principles of
assessment and collected assessment evidence in accordance with the rules of evidence. I further declare that
to the best of my knowledge all evidences attached are the student’s own work. I also provided appropriate
feedback to the student and have undertaken assessment integrity checks such as Google check for plagiarism,
Check for Copying/Collusion, Check for Authenticity(own work),Cheating or use of modelanswers.

Trainer/AssessorName:

Signature: Date:

Student Declaration :I have received, discussed and accepted my result as above for this task and I am
aware of my appeal rights

Student Signature Date:

This page is left intentionally blank
 Task 3: Observation

Your performance will be documented while being observed by your Trainer/Assessor. You should
demonstrate skills you apply to create systems and processes to organise information and prioritise
tasks and manage professional development.

Instruction to the Candidate:

You are the Customer Service Manager of North Melbourne College. You are asked by the Principal
Executive Officer (PEO) to review, analyse and interpret NMC’s International Student Management
Policy and Procedures. You are expected to demonstrate techniques in organising a personal
development plan and setting up goals including the use of various technologies to manage work
priorities and improve efficiencies.

As such, you are scheduled to meet with the PEO for you to present your personal development plan
in relation to the above. The plan must include on how you measure and maintain performance in
varying work conditions, work context and in cases of contingency. It will also include planning and
prioritising tasks to meet deadlines, manage responsibilities and personal welfare whilst maintaining
work-life balance.

The PEO is also expecting you to include a development plan to improve your personal competence
and competitive edge. In so doing, you need to demonstrate your skills in investigating and using
range of strategies including networking and maximising results of feedback reports.

You must use listening skills and questioning skills for feedback by using appropriate conventions and
protocols when communicating with diverse stakeholders.

You must also demonstrate that you are a positive role model through personal work planning.

Personal Development Plan:

Personal development plan in which set some goals to manage work priorities and improve efficiencies.

Attributes Goals
Skills For the development just have to focus on their personal skills
which will increase their individual attitude.
Growth Just for growth it is important to focus on stepping out from comfort
zone for making yourself better.
Power Having individuals with similarly invested objectives and are eager
to enable you to can directly influence how effective you are.
Improvement Positive attitude is the way through which you can bring
improvement and will help you to achieve your goal.
Empowerment Innovativeness inside your day by day life can accelerate the time it
takes to accomplish your objectives and increment your own
strengthening.
Analysis It is necessary to be conscious in which you are good and you
should analyse yourself for the improvement and development.
Objectives Set goals and strategies should be clear to you and your understanding should
be well in this area so you can reach your desired objectives.
Personal Development Review:

PROFESSIONAL DEVELOPMENT REVIEW FORM

Review conducted with (Name and
Date of Review
Title)

Discuss each of the following aspects and include all feedback and amendments.

Aspect Feedback Amendments

Are my advancement objectives
steady with my ideal employment
job? If not, what would it be
advisable for me to investigate?

Are my advancement objectives

organized effectively? In what manner
would it be a good idea for me to
transform them?

Is every improvement movement

proper for me? What different
exercises might I be able to attempt?

What systems might I be able to

use to help accomplish my
objectives?

Are there some other parts of my

present abilities or learning that I
ought to address?

Do I have the required conduct qualities

to embrace my ideal job?
Why/why not?

Your task is to demonstrate how you apply to create systems and processes to organise
information and prioritise tasks and manage professional development.

System and Processes To Organise Information:

 Write down every information
 Make list of tasks on daily basis
 Manage time
 Use planners
 Focus on what is important to do first
 Stay organized
Manage Professional Development:
 Set a clear goal about what you want to achieve
 Be intentional and plan your development
 Take the right opportunities
 Discuss your career plans with your manager
A group of your classmates will be assigned by your Trainer/Assessor to act as different stakeholders.
Your Trainer/Assessor will act as the PEO.

If you have any concerns or questions, you must seek clarification to your Trainer/Assessor before the
observation commences. You complete the observation task unassisted by the Observer or other
persons.

Instruction to the Trainer/Assessor:

You are to observe the candidate based on the performance demonstrated in relation to the above-
mentioned scenario in regards to skills they apply to create systems and processes to organise
information and prioritise tasks and manage professional development.

You will use an Observation Checklist to judge and record observations of the candidate. Record your
observations of the candidate’s performance directly onto the Observation Checklist.

The Observation Checklist has a series of items related to the unit of competency that form the
evidence criteria. Instructions on how to make an overall judgment of the satisfactory performance of
the candidate are provided within the checklist.

The Observation Checklist allows you to record that you have had the opportunity to observe the
candidate applying these skills and knowledge. All the items on the Observation Checklist must be
observed in order to record a satisfactory performance.
You need to meet the following conditions:

1. The necessary materials and resources must be provided to the candidate, and any concerns
or questions the candidate has must be clarified or answered before the observation
commences.
2. The candidate must complete the observation task unassisted by other person or the
Observer.
3. Ensure that the candidate performance is captured in full. This may mean that the observation
maybe done over a period of time to ensure that there is sufficient time to observe all the
skills listed on the Observation Checklist.
Observation Checklist (To be completed by Trainer/Assessor)

Not Satisfactory
Satisfactory
During the observation, the candidate was observed consistently performing the following
tasks:

O1 Serving as a positive role model through personal work planning

O2 Demonstrating techniques involved in organising a personal development plan

O3 Analysing and interpreting textual information from organisational policies and

practices or feedback to inform personal development planning

O4 Measuring and maintaining personal performance in varying work conditions, work

contexts and when contingencies occur

O5 Planning and prioritising tasks in order to meet deadlines, manage role

responsibilities and to manage own personalwelfare

O6 Using technology efficiently and effectively to manage work priorities and

commitments and to improve work efficiencies

O7 Maintaining an appropriate work-life balance and ensure stresses effectively

managed and health is attendedto

O8 Investigating and using a range of strategies to develop personal competence

O9 Using active-listening skills and questioning to seek and receive feedback

O10 Selecting and using appropriate conventions and protocols when communicating with
diverse stakeholders

O11 Using feedback to prepare reports that summarises ways to improve competence

O12 Participating in networks to enhance knowledge, skills and work relationships

O13 Developing new skills to achieve and maintain a competitive edge

Duration of Observation:
 All observation criteria must be satisfactorily demonstrated by the candidate.

The observation assessment has been confirmed:

 Satisfactory
 NotSatisfactory
Feedback
Please include recommendations for future training in cases where the
candidate has not satisfactorily achieved all criteria.

Declaration:
I declare that this project assessment has been conducted as per NMC Assessment procedures and
instructions provided for this assessment task and that I have provided appropriate feedback.

Assessor Name

Assessor Signature

Date
 Unit Completion Feedback Form

The purpose of this evaluation is to obtain your feedback on the content, delivery and assessments of the unit of
competency provided by North Melbourne College (NMC). Your response will be treated in strict confidence and
will assist us to review and improve our delivery.

Student Name(Optional)
BSB51915 – Diploma of Leadership and Management
Qualification Enrolled Unit BSBWOR501 Manage Personal Work Priorities and Professional Development

DIRECTIONS: Along each scale given below, please tick the box that matches most closely with your opinion as
indicated below:
All completely Mostly new but with Mostly refreshing ideas All refreshing ideas
new information some familiar ideas with some new ideas

How would you rate

the content of the
Unit?

Useful Somewhat Not useful

useful
How useful were the practical/class activities in helping you learn new information
or refreshing ideas you had previously learned?
How useful were the practical/ class activities in understanding of the Unit?

Very well Fairly Well Not Well

How well did your Trainer explain the concepts covered in the Unit?

Strongly Disagree Not Agree Strongly

Disagre sure agree
e
1 2 3 4 5
I received the assessment information prior to the date
Unit Competency standards were available or explained
The Assessor covered all WHS/OHS issues (if applicable)
Instructions were clear and easy to understand
I knew exactly what was expected from me
The Assessment procedure was explained
The Assessor used appropriate language
I was encouraged to participate
The Trainer / Assessor was professional with Industry experience

Definitely Somewhat Easy Somewhat Definitely

Easy Easy NOT Easy NOTEasy
How would you rate the degree of easiness of
the assessments?

FURTHER COMMENTS: If you have additional comments, please use the space below.

Form 039 Unit Completion Feedback Form

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