The Imperial College of Australia

BSBWOR203 - Work effectively with others

Activity C
INSTRUCTIONS
Learner assessment guide and evidence

This assessment requires you to apply your knowledge of Working effectively with others.
You are required to do the following.

 This assessment requires you to complete 2 Tasks.

 On completion of all 2 tasks, you are required to submit all your work to your assessor.
 Read the case study and answer all the questions.
 You are to provide answers to each of the questions in a separate document using MS
Word or similar word processing tools. Your document should be professionally
formatted with question retyped and answered.
 You must answer all questions satisfactorily to achieve competency in the unit. The
extent of responses required will vary by question.
 Your answers should be in your own words, not copied or plagiarised from any person
or source except where appropriate such as a definition, in which cases you should
reference the source.
 Ask your assessor if you do not understand a question. Whist your assessor cannot tell
you the answer, he/she may be able to re-word the question for you.
Research project

Task 1
This assessment requires you to research the policies, procedures and organisational standards
that relate to your own work role.

You are required to do the following.

 Locate your workplace policies/plans/procedures and your position description. If you can’t
access from your workplace research online.
 Consult with your manager and other members of your workgroup to complete this activity.
 Answer all the questions.

Access and read three different policies/plans/procedures from your workplace and your position
description.

Q1: In relation to your position description what are your responsibilities and duties?
Answer:
 I ensure all customers receive excellent customer service.
 I clean the service areas and make sure the outlets are fully stocked.
 I greet and serve the customers, offer advice and make product recommendations.
 I open and close the register, receive payment from customers and give change.

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Q2: In addition to the duties and responsibilities outlined in your position description, list three
implied procedures or protocols you’re expected to follow.
Answer:
 Manual handling procedures
 Food safety procedures
 Customer complaints procedures

Q3: What are the responsibilities and duties of the other people in your workgroup, and how do
they relate to yours?
Answer: Supervisor – He is responsible for overseeing the activities of staff under his control.
He ensures all staffs comply with establishment policies and procedures, provide consistent
and outstanding customer service, and treat customers/ team members with respect. He sort
out staff conflict, customer complaints and staffing issues.
Colleagues – Do the same job with me.

Q4: Looking at the three different policies/plans/procedures, do they follow an organisational

format? Explain why or why not.
Answer:
 Manual handling procedures – Yes. It clearly describe how to use the equipment safely in
the workplace and how to fix it.
 Food safety procedures – Yes. It follows by government.
 Customer complaints procedures – Yes. It clearly list the steps about how to deal with
customer complaints

Q5: What feedback would you give regarding how these policies/plans/procedures could be
improved so they are appropriate to the audience?
Answer: My supervisor would be happy with that. Because that could improve our service
quality.

Q6: What resource constraints do you and other members of your workgroup need to take into
account while doing your job(s)?
Answer: Equipment like coffee machine. Working spaces might be not enough when it is busy.

Q7: How does your workplace conduct feedback? Describe the formal and informal process
used.
Answer:
Informal – Directly tell your colleagues or supervisor how is your feelings and how can they
help you if there is a problem.
Formal – We can rate every staff in the workplace about their attitude and ability before annual
staff gathering. And the manager would give everyone some encouragement or advise in
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private.

Q8: How are conflicts and problems dealt with in your workplace? Describe the process and
explain when it might be necessary to refer the conflict to your manager.
Answer: We usually discuss with each other when there are some conflicts and problems. The
conflicts usually come out because everyone has own ideas and do the same thing in a
different way. The staffs would like to solve the problems by explaining own viewpoints or
asking for our supervisor.
Task 2 – Project
This assessment requires you to work in a small group to identify, plan and implement an
opportunity for improvement.

You are required to do the following.

 Work in a small group to identify, plan and implement an opportunity for improvement.
 Answer all the questions.

 Liaise with your workgroup or classmates to identify an opportunity for improvement in your
workplace or training environment.
 Work in a group of four or as directed by your assessor.
 Together, create a SMART goal regarding this improvement.
 Plan your strategy for reaching the goal/making the improvement.
 Implement your strategy – providing support to one another, contributing constructively and
sharing information as appropriate.
 As you work through this process you must deal appropriately with any issues, problems or
conflicts that arise using appropriate conflict resolution techniques.
 Using the information from your group, answer all questions.

Q1: Describe the opportunity for improvement you identified.

Answer: Waste from the kitchen mainly are organic waste, cardboards, Aluminium cans, and
glass. If every single piece of waste can be identified, separated and placed into their
designed bin to cooperate with Byron Shire Council’s new bin collection arrangement. It
will effectively help our local environment and turn our waste into valuable resources as
well as saving money and time also energy.
Q2: State the SMART goal you created.
Answer: S – We have a new weekly green organic bin.
M – The new green organic bin can make us separate and sort the food scraps waste, and we can
reduce what we send to landfill by 67%.
A – We can reduce what we send to landfill from 50%.
R – Mention every colleagues at the kitchen that we need to sort and separate all the rubbish for
recycle, green organics, and landfill bin.
T – From 3 August 2015, we can start this system when we receive the new green organics bin.

Q3: Outline your plan for achieving the goal.

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Answer: Make an area for collecting waste. Stick a guide or step or sort group on the wall near
the bin. Train every staff for this system. The supervisor or manager should check the bins
randomly to make sure the colleagues follow the new bin procedure.
Q4: Provide examples of how you supported your team members to ensure you met the goal.
Answer: Make the checklist. Clearly state all procedures and routine, and then training to make
them follow. Make a procedure about how to sort of the rubbish. (what kind of items an
put in the green organic bin?)
Q5: Identify your constructive contributions – including any tasks you undertook – to reach the
goal.
Answer: Make sure how to group and separate the waste. Make the checklist for every shift.
Q6: List information you shared and who you shared it with in order to reach the goal.
Answer:
 Genevieve – How to sort of the waste
 Tiarra – How to make the checklist
 Stacey – the new bin service from the city council
 Eduardo – How to sort of the waste
 Guilherme – the new bin service from the council
 Widy – what is our SMART goal

Q7: Identify any issues, problems or conflicts that arose.

Answer: Some of us think that it is hard to separate the waste. However, it is simple if you know
the system and items which can are recycling and organics. Also, it you can practice
several times for the new principle, that should be very easy.
Q8: How did you and your team deal with these difficulties
Answer: We make the step for sorting the waste. Also the list for the items which can be put in
the green
organics bin.

Q9: Did you reach the goal? If so, what was the result? If not, why not, and what would you
change to improve the outcome?

Answer: Yes. Now we can reduce the landfill waste by sorting these organics items, and help our
local
environment and turn our waste into valuable resources.

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Role-play

This assessment requires you to participate in four role-plays.

You are required to do the following.

 Read the role-play scenarios provided here or those provided by your assessor.
 Participate in all four role-plays (changing roles with other group members for each role-
play).

Role-play 1 – Giving and receiving feedback

 Person A – Encourage/ask a workgroup member for feedback on a specific procedure or task
you perform in the workplace.
 Person B – Provide constructive feedback and encouragement in a ‘feedback sandwich’.
 Person A – Receive and acknowledge the feedback.
 Person B – Confirm the accuracy of the acknowledgement.
 Person A – Agree to take action – asking for any advice necessary.

Role-play 2 – Responding appropriately to linguistic differences

 A member of your workgroup speaks English as a second language with a very heavy accent.
 Linguistic differences between them and other team members are keeping them from
understanding one of your work procedures.
 Respond appropriately to this situation.

Role-play 3 – Respecting differences

 A member of your workgroup approaches you for advice. Another team member has told him
he should remove his turban at work because it doesn’t suit the image of the organisation and
that he’ll lose his job if he doesn’t comply.
 Respond in a way that respects his personal values and beliefs and adheres to anti-
discrimination legislation.

Role-play 4 – Identifying and resolving problems and conflicts

 Use the five-step conflict resolution procedure to deal with an issue, problem or conflict you
have identified in the workplace.

ROLE PLAY DONE IN CLASS.

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Learner’s
Learner’s name:
I.D.

Assessor checklist Task 1 – Research Project

To be completed by the assessor.

Did the learner successfully demonstrate evidence of their ability to do the Satisfactory
following? Yes No
Identified own responsibilities and duties in relation to workgroup members and
undertook activities in a manner that promotes cooperation and good relationships.
Took time and resource constraints into account in fulfilling work requirements of
self and others.
Encouraged, acknowledged and acted on constructive feedback provided by others
in the workgroup.
Outlined the organisational standards, policies and procedures that relate to own
work role.
Outlined team responsibilities and duties and their relationship to individual
responsibilities and duties.
Summarised conflict resolution techniques.

Identified own responsibilities in relation to the team and the organisation’s

requirements.
Assessor checklist Task 2 - Project
To be completed by the assessor.

Did the learner successfully demonstrate evidence of their ability to do the Satisfactory
following? Yes No

Provided support to team members to ensure workgroup goals are met.

Contributed constructively to workgroup goals and tasks according to
organisational requirements.
Shared information relevant to work with workgroup to ensure designated goals
are met.
Identified and planned strategies/opportunities for improvement of workgroup in
liaison with workgroup.

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Assessor checklist Task 1 – Research Project

To be completed by the assessor.

Did the learner successfully demonstrate evidence of their ability to do the Satisfactory
following? Yes No
Identified issues, problems and conflict encountered in the workplace and
addressed them appropriately.
Sought assistance from workgroup members when issues, problems and conflict
arose and suggested possible ways of dealing with them as appropriate or referred
them to the appropriate person.
Worked effectively in a workgroup and supported team members.

Cooperated and contributed to team goals.

Assessor checklist -Role play
To be completed by the assessor.

Did the learner successfully demonstrate evidence of their ability to do the Satisfactory
following? Yes No
Encouraged, acknowledged and acted on constructive feedback provided by others
in the workgroup.
Provided support to team members to ensure workgroup goals are met.
Respected differences in personal values and beliefs and their importance in the
development of relationships.
Identified any linguistic and cultural differences in communication styles and
responded appropriately.
Identified issues, problems and conflict encountered in the workplace.
Sought assistance from workgroup members when issues, problems and conflict
arose and suggested possible ways of dealing with them as appropriate or referred
them to the appropriate person.
Supported team members.

Used culturally appropriate communication skills.

Acted on constructive feedback.

Identified problems and conflicts and addressed them appropriately.

Assessment Outcome
Result Satisfactory Not Satisfactory
(Please Circle)

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Student Signature:

Assessor’s Comment:

Assessor’s Signature:

Date:

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