Assessment Details

Qualification Code/Title Click or tap here to enter text.

Assessment Type       Time allowed      
Due Date       Location       Term / Year      

Unit of Competency
National Code/Title      
Student Details
Student Name       Student ID IIE
Student Declaration: I declare that the work submitted is my own, Signature:      
and has not been copied or plagiarised from any person or source.
Date:      
Assessor’s Name      
RESULTS (Please Circle) ☐SATISFACTORY ☐NOT SATISFACTORY
Feedback to student:

Assessor Declaration
*If Student is Not Satisfactory Assessor Declaration: I declare that I have conducted a fair,
Reassessment Required ☐ Yes ☐ No valid, reliable and flexible assessment with this student, and I
have provided appropriate feedback.
Is This Theory Only Task ☐ Yes ☐ No
Signature:      

Have student already completed practical/ Vocational Placement Date:      

Component? ☐ Yes ☐ No

Instructions to the Candidates

 This assessment is to be completed according to the instructions given below in this document.
 Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge. You will be
entitled to one (1) resubmit in showing your competence with this unit.
 If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
 Please refer to the College re-submission and re-sit policy for more information.
 If you have questions and other concerns that may affect your performance in the Assessment, please inform the assessor
immediately.
 Please read the Tasks carefully then complete all Tasks.
 To be deemed competent for this unit you must achieve a satisfactory result with tasks of this Assessment along with a
satisfactory result for another Assessment.
 This is an Open book assessment which you will do in your own time but complete in the time designated by your
assessor. Remember, that it must be your own work and if you use other sources then you must reference these
appropriately
 Submitted document must follow the given criteria. Font must be Times New Roman, Font size need to be 12, line spacing
has to be Single line and Footer of submitted document must include Student ID, Student Name and Page Number.
Document must be printed double sided.
 This is Individual Assessments. Once you have completed the assessment, please provide the Hard copy of the
Assessments to your Trainer/ Assessor.
 Plagiarism is copying someone else’s work and submitting it as your own. Any Plagiarism will result in a mark of Not
Satisfactory.

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 Assessment Task 1: Knowledge questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:

 review the advice to students regarding answering knowledge questions in the Business
Works Student User Guide

 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

i
Assessment information
Information about how you should complete this assessment can be found in Appendix
A of the Business Works Student User Guide.Refer to the appendix for information on:

 where this task should be completed

 the maximum time allowed for completing this assessment task

 whether or not this task is open-book.

Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix C of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.

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 Questions
Provide answers to all of the questions below:

1. Explain how tone, structure and style of your communication may impact on others. In your
answer:

 define tone, style and structure as they relate to communication.

Ans. Tone: A tone of voice is an expression of a company's values and way of thinking,
and it's not to be considered lightly.
Style: Communication styles are the broad ways in which people tend to communicate
with others. There are four main communication styles: passive, passive-aggressive,
aggressive, and assertive.
Structure: Structure is to define it as a system of pathways through which messages flow
—the so-called lines of communication 

 explain how the tone, style and structure impacts others, use an example to illustrate your
answer.
Ans. Tone: What you say and how you say it matters. Tone helps to provide added
emphasis, intent and emotion behind the words you are saying. Tone can dramatically
shift how a conversation proceeds and a message is received.
Style: Every individual has a way of style for exchanging information with other people
through their own way and perception.
Structure: A communication consists of both information and structure. ... In
structural communication, information is provided that participants have to organize in
explicit ways. Structural Communication is an instructional approach that provides a
simulated dialogue between an author of instructional materials and the students.

2. Explain why it is important to maintain confidentiality of information at work, including at least

three examples of information that must be kept confidential.

 Ans. A key element of confidentiality is that it helps build trust. ... Confidentiality builds trust
between employer and employee and business owners have an obligation to keep staff information
secure and trusted. Employees will feel reassured knowing that their personal information is being
retained and used appropriately. Examples: name, date of birth, age, sex and address, bank
details, service records and file progress notes.

3. Discuss three ways by which a business can ensure that confidentiality is maintained at work.

 Ans. a. individual files are locked and secured.

 b .Support workers do not tell other people what is in a client's file unless they have
permission from the client.
 c. Information about clients is not told to people who do not need to know.

4. Explain the key principles of negotiation that should be used in the workplace to ensure that
agreements are reached.

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  Ans. a. Know what are you trying to accomplish. ...
 b. Develop a game plan before negotiations start. ...
 c .Study and understand your counterpart. ...
 d. Work towards a win-win. ...
 e. Avoid negotiating with yourself. ...
 f. React strongly to an untrustworthy party at the negotiating table. ...
 g. Remember that it takes two parties to negotiate or renegotiate a deal.


5. Explain the mediation process and at least three key principles that should be taken into
account when mediating at work.

Ans. “Mediation is a facilitative process in which disputing parties engage the assistance of a

neutral third party who acts as a mediator in their dispute.” “Where two or more people or
companies are unable to resolve a particular problem they invite a neutral person to help them
arrive at a solution.

Three principles that should be taken into account when mediating at work are as follows:

 A. Mindfulness meditation:
 Mindfulness is a type of meditation in which you focus on being
intensely aware of what you're sensing and feeling in the moment, without interpretation or
judgment. Practicing mindfulness involves breathing methods, guided imagery, and other practices
to relax the body and mind and help reduce stress.
B. Spiritual meditation:
While meditation is often used for religious purposes, many people practice it independently of
any religious or spiritual beliefs or practices.
 C. Focused meditation.
 Focused meditation involves focusing on something intently as a way of staying in the present
moment and slowing down the inner dialogue.

6. Discuss three effective conflict resolution techniques.

Ans. 1. Problem Solving / Collaboration / Confronting 

In this method, people involved in the conflict or having a difference in opinion, they come forward

to discuss the problem at hand with a very open mind. They focus on resolving the conflict and

finding the best alternative/solution for the team. They discuss by rising above personal emotions

with the sole intention to finding what is best for the team. This leads to a win-win kind of an

outcome. Here everyone collaborates.

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 2. Compromising/Reconciling

Sometimes for certain conflicts, there will be a need for the involved parties to think of a middle

path wherein both parties decide to give up something and identify a resolution. This kind of

solution will be temporary for that moment and are not long lasting solution. This leads to  lose-lose

kind of an outcome as both parties may feel they have lost something.

3. Withdrawing/Avoiding

In some situation one of the parties in the conflict may decide to retract from the discussion and

allows going with the other person’s opinion. Or some situation, one of the parties may decide to

completely avoid the conflict by maintaining silence. This works well in situation where one of the

parties in the conflict is emotionally charged up or is angry. Hence avoiding any conflict resolution

provides a “cooling off” period to the people involved so that they can later come back for

meaningful resolution.

7. Discuss key steps to be followed to identify and resolve workplace problems.

Ans. 1. Define the problem

Analyze the situation carefully to learn more about the problem. A single situation may involve
multiple problems. Identify each problem and determine the cause. Try to anticipate the behavior
and response of people affected by the problem.

2. Identify alternative solutions.

Brainstorm all possible ways to solve the existing problem. Invite suggestions from everyone
affected by the problem and consult those who may have more experience with the type of
challenge you’re experiencing. You can also use surveys and discussion groups to generate
ideas. 

3. Evaluate solutions.
Once you have a list of alternatives, it is time to evaluate them. Assess the positive and negative
consequences of each alternative defined in the previous step. Analyze and compare all the
alternatives in terms of the resources required for their implementation, including time, data,
personnel and budget.

4. Select a solution.
After the evaluation process is over, select a solution most likely to solve the problem. Consider to
what extent a solution meets the following objectives:
 It solves the problem smoothly without creating another problem.
 It is acceptable to everyone involved.
 It is practical and easy to implement.
 It fits within the company’s policies and procedures.

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 8. Outline three effective communication techniques for de-escalation of a difficult situation.
1. Ans. a. Be respectful, yet be assertive.
2. b. Don't make assumptions.
3. c. Be open to change and look for shared interests .

9. Outline effective strategies for cross-cultural communication.

 Ans. a. Awareness. It all starts with this: being aware that different countries have different ways
and times of doing things. ...
 b. Preparation. ...
 c . Language. ...
 d. Humour. ...
 e. Openness.

10. Outline at least five important considerations in ensuring that a meeting is structured.

 Ans. a. What's the purpose of the meeting? The first consideration, when attending a meeting or
organising your own, is its purpose. ...
 b. Setting an agenda (and avoiding hidden agendas) There are two aspects to take into
account when considering the agenda. ...
 c. Agreeing the Meeting Content. ...
 d. Ensure great communication. ...
 e. Follow up.

11. Explain at least five considerations to ensure that a meeting is inclusive.

Ans. 1. UNDERSTAND CONSUMER PARTICIPATION

Consumer participation is when people with disabilities are actively involved in decision-making

and participate in developing, designing, implementing and evaluating policies, programs and

services which impact their lives. It can occur at all levels within your organisation, from the Board,

to staff recruitment, project evaluation, resource development to advisory groups. Download the tip

sheets to read more about consumer participation.

 BE PREPARED

Committing to consumer participation involving people with cognitive

disabilities usually requires a shift in attitudes and the way things are traditionally done. First,

promote and embed a culture of equality, respect, shared learning, deep listening and a

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 commitment to action and change. Make sure the chair or facilitator of your meetings is on board

(so to speak). This might involve committing to inclusive training for staff, changes to policies and

procedures and removing barriers to participation. There are also lots of practical things to consider

before consumer advocates arrive at your board meeting, consultation event or workplace.

Download the tipsheets to see our checklist.

DEFINE THE ROLE

How do you ensure that this isn’t just a tokenistic exercise? How do

you ensure that the consumer advocates and people within your organisation are all on the same

page about the purpose and scope of consumer participation? Be clear about these expectations,

define the role and provide accessible information that gives a clear snapshot of the timeline,

remuneration and purpose.

 IDENTIFY AND REMOVE BARRIERS

One of the first steps is to ask people about their access requirements.

Ask them what supports are required to ensure that they are able to have equal input. Think about

the way information is provided, what communication methods you use, and whether there are any

social or economic obstacles to remove. Our tipsheets have lots of ideas about the types of access

needs that people with cognitive disabilities often encounter when attending meetings.

PROVIDE ACCESSIBLE INFORMATION

1. “Send out information before the meeting and have someone sit with us and go through the

agenda and the minutes.

2. Easy English from the word go.

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 3. Have an agenda in Big Print”

12. Explain how organisational policies and procedures address:

 presenting and negotiating

 ans. 1. A presenting is the process of communicating a topic to an audience. It is typically a
demonstration, introduction, lecture, or speech meant to inform, persuade, inspire, motivate,
or to build good will or to present a new idea or product.
 2. Negotiation is the process of discussing each individual's position on a topic and
attempting to reach a solution that benefits both parties. We often step in
and negotiate when a conflict is taking place, but conflict doesn't have to exist for there
to be an opportunity for negotiation.

 leading and participating in meetings

Ans. Participative leadership is a style of leadership in which all members of the

organization work together to make decisions. Participative leadership is also known as
democratic leadership, as everyone is encouraged to participate.

 making presentations

Ans. A presentation is the process of communicating a topic to an audience. It is typically a

demonstration, introduction, lecture, or speech meant to inform, persuade, inspire, motivate, or to
build good will or to present a new idea or product.

 confidentiality of information.

Ans. "Confidential information" is defined as information to which the public does not
have general access. ... This policy governs the use or further disclosure of
such information.

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 13. Select an industry and provide examples of media and government organisations, events and
communication channels relevant to an organisation in the chosen industry. Use the table to
complete your answer:

Industry Transport

Media and government organisations (at Media: ABC News, Kantipur television
least two):
Government Organization: Nepal Scout,
Red Cross

Events (at least two): A. Team building meeting

B. Functional growth

Communication channels (at least two): A. Verbal

B. Written

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 Assessment Task 1: Checklist

Student’s name:

Did the student provide a Completed

sufficient and clear answer successfully? Comments
that addresses the
suggested answer for the Yes No
following?

Question 1

Question 2

Question 3

Question 4

Question 5

Question 6

Question 7

Question 8

Question 9

Question 10

Question 11

Question 12

Question 13

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

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