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ASSESSMENT 1

BSB20115
Course Name
Certificate II in Business

Subject/module Workplace Communication

Part A: Written Responses & Group Task

Assessment method
Part B: Roleplay

Weighting 50%

BSBCMM201
Communicate in the Workplace
BSBINN201
Contribute to Workplace Innovation
Units of Competency
BSBITU213
Use Digital Technologies to Communicate Remotely
BSBINM202
Handle Mail

Instructions
1. Assessments should be completed as per your trainer’s instructions.
2. Assessments must be submitted by the due date to avoid a late
submission penalty.
3. Plagiarism is copying someone else’s work and submitting it as your
own. You must write your answers in your own words and include a
reference list. A mark of zero will be given for any assessment or part of
an assessment that has been plagiarised.
4. You may discuss your assessments with other students, but submitting
identical answers to other students will result in a failing grade. Your
answers must be yours alone.
5. Assessments must be submitted through the submissions folder in
myAPC.hub in MS Word format where possible, or in PDF as per your
trainer’s instructions. Cover sheets are to be submitted as separate files.
(Note if you do not have Microsoft Word software on your computer you
can work in Google docs and download your completed task in the MS
Word format prior to submission upload)
6. You must attempt all questions.
7. You must pass all assessments in order to pass the subject.
8. All assessments are to be completed in accordance with WHS regulatory
requirements.

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BSB20115 CERTIFICATE II IN BUSINESS | WORKPLACE COMMUNICATION_V6.8
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Assessment 1
Part A – Written Responses & Group Task
Task 1 – Written Responses
Answer the following questions:
1. What are the things that you need to do to communicate well at your workplace?
2. What are the benefits of good communication at workplace?

Task 2 – Group Task

Choose any one of the following situations and do a roleplay showing good
communication skills. You need to do this roleplay in groups of two.
See the marking guide on the next page.

Situation 1
You work at the reception of a large organization that sells different brands of
computers & electronics products. Your job is to answer the telephone, take
messages & help the callers in whatever way you can. Every call is important for you
and your company.
A person calls you but you cannot understand his language. He can speak only a few
words of English. But you know that he is trying to ask about one of the expensive
products that your company sells. This could be an important customer.
How will you handle this situation?

or

Situation 2
You are working in a college at the reception. Your job is to handle all questions &
enquiries from students.
One student comes to the reception & is angry about his class allocation. The student
wanted to study at the City campus but he was given the timetable for another
campus. His classes start tomorrow & he is very angry about it.
It not in your power to change his timetable, but you are the only person available at
this time. The student wants a solution right now.
How will you communicate with him and handle this situation?

or

Situation 3
You are working in a restaurant and your job is to welcome customers, take them to
their tables, manage customer bookings etc. This is a very expensive restaurant &
the customers are rich people who spend a lot of money in your restaurant.
A couple has arrived over an hour late for their booking & there are no tables
available. This is a special customer who is celebrating their wedding anniversary at
your restaurant. This customer wants a table right now.
You have to use your communication skills to handle this customer.

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Assessment 1
PERFORMANCE CRITERIA

How well you have responded to individual differences

How effectively you have used nonverbal communication

How well you have demonstrated listening skills

How well you have handled the situation

Your overall roleplay is satisfactory

Part B – Roleplay
Plan for Implementing Change
Imagine you are the manager of a business. What steps would you take if you
want to change something or introduce something new at your workplace?
For example, you want to change the menu of your restaurant or you want the
staff to leave one hour later at night.
Notes:

– END –

ADDENDUM | © 2020 YOUNG RABBIT PTY LTD, AUSTRALIAN PACIFIC COLLEGE

BSB20115 CERTIFICATE II IN BUSINESS | WORKPLACE COMMUNICATION_V6.8