Assessment Task 4 Cover Sheet

Student Declaration
To be filled out and submitted with assessment responses

 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name

Student ID number

Student signature

Date

Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been carried
out according to the required assessment procedures.

Assessor name

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Feedback

Student result response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student signature

Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
BSBMGT617 Develop and implement a business plan Student Assessment Tasks

Assessment Task 4: Coaching meeting

Task summary
This assessment task requires you to provide coaching to a contract cleaner based on underperformance
identified as part of the review of performance against business plan objectives. At the meeting your
assessor, in the role of the contract cleaner, will provide you with some feedback which you will need to
respond to.
You will also be required to report to the management team on your actions and solutions.

This assessment is to be completed in the simulated work environment at Strathfield College.

Required
 Access to textbooks/other learning materials
 Computer with Microsoft Office and internet access
 Space for a meeting
 Roleplay participants

Timing
Your assessor will advise you of the due date of these submissions.

Submit
 Email containing meeting invitation
 Email summarising meeting outcomes and solutions agreed on
 Email containing report on actions and solutions

Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.

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BSBMGT617 Develop and implement a business plan Student Assessment Tasks

Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder you when attempting any part of
the assessment.

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BSBMGT617 Develop and implement a business plan Student Assessment Tasks

Assessment Task 4 Instructions

Carefully read the following:

A review of the business’s performance against the performance indicators included in the business plan
identified that a number of residential customers no longer use the services of the business because of lack
of satisfaction with the quality of the service provided, specifically the level of cleanliness and attention to
detail.

As the Operations Manager, you are investigating this situation in relation to the contract cleaners who were
providing the cleaning for the customers who have ceased to use the services of the business.
You decide to set up a meeting separately with each of the contractors to investigate the situation and to
provide coaching on the expected level of performance. For this assessment task you only need to meet
with one of the cleaners.

Ozhouse Clean has the following expected level of performance in relation to cleaning services:
 All surfaces, including floors, bench tops and shelves cleaned so that they are free of dust and dirt.
 Rubbish bins emptied and cleaned.
 Shower screens and mirrors cleaned so they are free of soap build up and streaks.
 Only cleaning products provided are used.
 All cleaning services must be provided in the allocated time.
These performance standards are included in each person’s contract.

Now complete the following activities:

1. Send an email to the contract cleaner (your assessor).

The objective of the email is to prepare all participants for a meeting.
The text of the email should be in grammatically correct English, written in an appropriate (polite,
business-like) style.

It should advise them that you would like to set up a meeting to discuss identified areas of
concern. Identify the date and time of the meeting.

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BSBMGT617 Develop and implement a business plan Student Assessment Tasks

2. Conduct meeting
Conduct the meeting at the specified time on the specified date with the contract cleaner (your
assessor will be playing this person), explaining to them what the problem is, why it is a problem
and how it impacts on the business. This meeting should be treated as a coaching session to try
and get the staff member to understand the issues and meet the required performance
standards.

At the meeting you must:

 Explain the purpose of the meeting
 Explain to the contract cleaner what the problem is.
 Discuss the level of performance expected by the company.
 Demonstrate your interpersonal and communication skills by:
o Keeping your communication clear and simple
o Asking questions to identify reasons for underperformance and to confirm information
provided.
o Listening to the contract cleaner and confirming and clarifying information shared
o Discuss and agree on a solution

3. Send an email to the contract cleaner (your assessor).

The objective of the email is to prepare all participants for a meeting.
The text of the email should be in grammatically correct English, written in an appropriate (polite,
business-like) style.

It should summarise the meeting and the solution agreed to.

The email should be sent within 1 day of the meeting.

4. Develop a report on actions and solutions

Write a report for the management team explaining the issues and the solutions you have
identified.
You should also identify any changes you consider should be made to the business systems or
process as well as to the business plan as applicable.

As a guide, your email should be approximately 3 paragraphs long.

5. Send an email to the management team (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite,
business-like) style.

The email text should include your actions and solutions report.

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BSBMGT617 Develop and implement a business plan Student Assessment Tasks

Assessment Task 4 Checklist

Student’s name:

Completed
successfully Comments
Did the student: Yes No
Communicate required information about
achievement of work performance standards?
Consult with the contract cleaner on the issues
identified, including clarification of details?
Demonstrate interpersonal and communication
skills including:
 Keeping communication clear and
simple?
 Asking questions to identify reasons for
underperformance and to confirm information
provided?
 Listening to the contract cleaner and
confirming and clarifying information shared?
Provide coaching in relation to required standards
of performance?
Identify and document solutions to address the
underperformance?
Report on solutions to address work systems and
processes?
Task Outcome: Satisfactory  Not Satisfactory 
Assessor signature

Assessor name

Date

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