Student Assessment Task

BSBCRT511 Develop critical thinking in others

Student Name: Yang Gong

Student Number: FIC2019447

Contents

Section 1: Plan and assess critical thinking 3Section 2: Support critical thinking 6Section 3:

Monitor and improve critical thinking practices 8

Student name: Yang Gong

Assessor:

Date: 20/01/2023

Business or Worlducation
Community/Social
group this assessment is
based on:

Documentation Simulation pack & policies and procedures

reviewed as
preparation:
 Leadership role Sales and Marketing Manager
assumed by student
(e.g. Customer
Service manager):

Team using critical Sales Representative in Russia, Call Center Staff in Philippines,
thinking (e.g. Advertising Staff in Sydney CBD
Customer services
team):

Job role(s) requiring All above-mentioned team members require coaching and
coaching/mentoring in mentoring in critical thinking
critical thinking within
the team (e.g. sales
representative):

Section 1: Plan and assess critical thinking

1. Research critical and creative thinking. Write a report (approximately two pages) including:

∙ a summary of at least three models of critical and creative thinking

∙ at least five characteristics of critical and creative thinking
∙ features of critical thinking skills such as analysis, synthesis and evaluation
∙ formal and informal organisational learning environments and systems (at least two each)
∙ best practice approaches for instructing teams and individuals in critical thinking (at least three)
∙ examples of how the critical thinking can be applied in the workplace (at least two)
∙ list of what a safe critical and creative work environment includes (at least two).
Make sure you access at least four sources of information, reference them correctly and attach your report to
this section of the portfolio.

2. Assess critical thinking.

About the organisation
Provide an overview of your chosen
organisation and
product/services/programs.
Include:
name of the business description of
what the business does
key operational processes.
Critical thinking within the organisation
Identify how critical thinking is an
important part of the organisation.
Include:
how critical thinking is a part of the
business, such as the vision and
objectives of the organisation
assessment of the work environment
as it relates to critical and creative
thinking, including:
systems or processes that support
critical thinking
barriers to critical thinking in existing
organisational systems
Worlducation is a social startup that
manufactures tablet computers for primary
school students. They not only focus on the
hardware, but they also have a competitive
team creating software, content, and activities
to engage better and educate the students.
Worlducation has a complex supply chain that
begins when a sale ismade, usually via a sales
representative or through an online inquiry
handled by the sales team. Sales are recorded
in an internal Enterprise Resource Planning
System (ERP System), which notifiesthe
operations team that an order needs to be
delivered. The operations team verifies the
sales order and authorizes a manufacturing
request delivery to the factory in Hong Kong.
The manufacturing team in Hong Kong notes
the order specifications and delivery details
and incorporates this within its production
schedule. The order is manufactured, and the
operations team arranges freight and shipping
directly to the customer.
Critical thinking is a key skill in the
workplace. After all, critical thinking helps
employees solve problems and build strategies
that make them better at their jobs. For this
reason, employers may lookto hire employees
who have strong critical thinking skills.
Critical thinking is an important part of the
Worlducation business because the CEO has
made it a priority to address the critical
thinking skills in the organisation to:
● Equip employees to constructively deal
with the COVID-19pandemic
challenges
● Incorporate formal critical thinking
processes in the organisation.
So that the employees are able to achieve the
visions, mission and objectives of the
organization.
Employees who can engage in critical thinking
are reflective, independent, and competent. If
you practice critical thinking, you logically
connect ideas, scrutinize and evaluate
arguments, find inconsistencies and errors in
your work and the work of others, solve
complex problems and engage in reflection.

Critical thinking is a part of the business

because Good critical thinkers can draw
reasonable conclusions from a set of
information and discriminate between useful
and less useful details to solve problems or
make decisions. Employers prioritize the
ability to think critically—find out why, plus
see how you can demonstrate that you have
this ability throughout the job application
process.

Systems and processes that support critical

thinking: Critical thinking has been valued
but not formally recognized in the past. Teams
have often met to brainstorm, problem solve
and innovate – but this has been ad hoc and
unplanned. No proper system or process
supported critical thinking in the past. Each
manager must address critical thinking in their
team. As a start, the Sales and Marketing team
completed professional development plans to
assistthe manager in establishing his team’s
critical thinking development requirements.
Barriers to critical thinking in the existing
system:
● No planned critical thinking sessions or
programs
● Fewer opportunities to participate in
discussions
● Lack of training for the employees on
critical thinking
● Management does not support the
critical thinking
● Lack of communication
● Businesses operate from various
countries worldwide, and people live in
different time zones, speak different
languages, and have geographical
barriers.
Critical thinking within your team
Identify how critical thinking is part of
your chosen team (identified on Page 4).
Include:
how critical thinking is required as
part of the work done by your
chosen team
list of critical thinking skills
required for the employees who are
going to be coached (job roles
identified on Page 4).
Sales representative
The key competencies requirements for this
job role:
1. Able to maintain positive customer
relationships (e.g., showempathy)
2. Able to use ERP system
3. Excellent communication and interpersonal
skills
4. Organisational skills to fulfil duties (e.g.,
team meeting)
5. Interpret user requirements
6. Navigate diverse opinions
They will provide complete and appropriate
solutions for every customer to boost top-line
revenue growth, customer acquisition levels,
and profitability. Therefore, critical thinking
becomes an important skill required for this
job role.
For Sales Representatives, the Critical
thinking skill requirements:
● Communication skills
● Organization skills
● Problem-solving
● Decision making
● Evaluation skills
Call Center Staff
The key competencies requirements for this
job role:
1. Knowledge retention. The staff has to
provide the highest quality customer support.
2. Attention to detail. Being a call center agent
can sometimes be monotonous.
3. Organization.
4. Flexibility.
5. Friendly.
6. Calm under pressure.
7. Effective communication skills.
8. Speed.A Call Center Staff should liaison
with the company and its current and potential
customers.
They should be able to accept ownership for
effectively solving customer issues,
complaints, and inquiries, keeping customer
satisfaction at the core of every decision and
behaviour.
For Call Center Staff, the Critical thinking

Organisational requirements
Summarise the policies and procedures
supporting critical thinking in your
organisation.
Explain how they support critical thinking.
Attach relevant policies and procedures
to this section of your portfolio.
skill requirements:
● Technical skill
● Tenacity
● Flexibility
● Communication skills
● EmpathyConsultation
Advertising staff
The key competencies requirements for this
job role:
1. Work with department heads or staff to
discuss budgets and contracts, marketing
plans, and the selection of advertising media.
2. Plan promotional campaigns such as
contests, coupons, or giveaways
3. Plan advertising campaigns, including
which media to advertise in, such as radio,
television, print, online media, and billboards
4. Negotiate advertising contracts
5. Initiate market research studies and analyse
their findings tounderstand customer and
market opportunities for businesses
6. Develop pricing strategies for products or
services marketedto the target customers
Advertising staff creates marketing
communication that persuades an audience to
buy a product or service. They create
advertisementsfor both the company and its
customers or both. Advertising includes
executing the design and creating the graphic,
dialogue, or text for the concept the creative
staff develops.
For Advertising Staff, the Critical thinking
skill requirements:
● Data Analysis
● Creative Thinking
● Communication
● Collaboration
● Critical Thinking
Every organization has plans and requirements
that determine how it will progress into the
future. The strategic planners and management
of the organization, in consultation with staff,
determine most of these requirements. Others
are externally imposed, such as the legislation
the organization must comply with.
This privacy policy outlines how Worlducation
protects and handlespersonal information by
its obligations under the National Privacy
Principles (APPs) contained in the Privacy Act
1988 (Cth) (Privacy Act).

Some policies and procedures are –

● Worlducation collects personal
information relating to individual
creators, publishers, licensees, and IT
professionals as part of the normal
course of its business.
● Where possible, Worlducation collects
personal information directly from the
individuals themselves.
● Websites and online services: a variety
of information is collected by users of
our Websites and online services.
● Worlducation may record an email
address if a message is sent online.
● Worlducation uses Google Analytics to
collect data about users’ usage and
behaviour on Websites.

Critical thinking paves the way for the future.

Some senior and executive-level professionals
feel the next generation of business leaders
lack the ability to implement strategic
thinking, another component of critical
thinking skills. These emerging leaders
mighthave trouble visualizing the future of the
company and understanding how different
aspects of the business work together to create
a unified whole.

Like critical thinking, encouraging employees

to become “more strategic” in handling
workplace and organizational issues sounds
great in theory but can be hard to implement in
concrete ways.

Each business may define “strategy”

differently, but there are some easy ways to lay
out exactly how you want employees to
advance their strategic thinking skills:

Instead of telling someone to try and see “the

big picture,” ask workers to identify trends or
patterns in their departments. Training people
to always be on the lookout for inconsistencies
or problems to be addressed helps them see
how day-to-day operations affect thecompany

Legislative requirements
Summarise the legislative requirements
related to critical thinking and training
for your chosen team.
3. Plan team meeting.
on a large scale.
Only by critical thinking can a company make
effective policies.
We often lack clear procedures for assessing
statements and arguments advanced in
everyday conversations, political campaigns,
advertisements, and the other diverse uses
where we can use ordinary language. Critical
thinking is a method for evaluating arguments
couched in ordinary, non-formal language.
Legal education should foster this
argumentative skill as an ability to assess the
open-end variety of arguments that may arise
in legal disputes. Critical thinking helps
lawyers thrive even in legal cultures that are
hostile to critical thinking. Therefore, there is a
happy harmony between professional and
moral reasons to teach critical thinking at law
schools: it promotes epistemic and
instrumental rationality.
The training my chosen team needs are –
1. Exercise mental and emotional moderation
2. Practice situational awareness
3. Express richer emotional intelligence4.
Practice balanced thinking
Plan team meeting There are ways to articulate key features of critical and creative
thinking. Like for example –
Plan how to
● Through training and development programs
articulate key ● Communicating the importance of critical and creative
features of critical thinking for the successful execution of your tasks
and ● Provide them opportunities for brainstorming to develop
creative thinking critical and creative thinking
concepts to the relevant ● Sharing information on critical and creative thinking
with your staff through newsletters, websites, and notice
team (attach any boards.
relevant documents you
create e.g. fact sheet). Example Questions to Customer Services Team:
Develop a set of at least
five questions to identify
critical and creative
thinking
knowledge gaps for your
chosen team and one of
your chosen
individual(s).

Example Questions to Customer Services Team:

1. What is the hardest thing about being part of this team?
2. What is the easiest thing about being part of this team?
3. Where are the most internal errors made?
4. What task takes our team the longest to do?
5. When complaints are most frequent?

A question for my chosen individual –

1. What about your job is unclear?

Teamwork The diverse requirements for my teams are –

Plan for teamwork,
including:
what the diverse
requirements are of your
team (e.g. cultural
● Address all aspects of diversity
● Customize your vision and company culture
● Redefine your recruiting strategy
● Identify and eliminate any bias
● Make the team feel valued
 I will establish connections and understanding with the team by
differences)
–
how you will establish ● Giving the team a voice and a vote
connections and ● Hearing what the team has to say
● Embracing random connections
understanding (e.g. ice
● By empowering, asking, and listening
breaker) ● Helping every employee reach their goals
techniques you’ll use to
Techniques I will use to negotiate, influence, and elicit the
negotiate, influence and views of my team.
elicit the views of your Prepare the Right Way.
Be prepared to tackle any situation.
team.
Use Emotional Intelligence.
Listen Using Tactical Empathy.
Use Time to Your Advantage.
Understand the Power of Influence.

Attach: Research report ☐

Policies and procedures ☐

Documents to articulate critical thinking features to team (if

relevant) ☐

Section 2: Support critical thinking

Knowledge gaps
Summarise the outcomes of your
team and individual meeting(s).
Include:
at two critical and creative thinking
knowledge gaps for your team
at least two critical and creative thinking
knowledge gaps for one individual team
member
team/individual’s experience of
organisation’s approach to critical
thinking
list of workplace problems identified
in the meeting that are relevant to
the team
a description of the problem chosen
through negotiation at the meeting as
the most
pressing and relevant.
Attach proof of your team and individual
job role meeting(s) (e.g. video, screen
recording of virtual meeting) to this section
of the portfolio (if not already viewed in
person by your assessor).
The outcome of the team meeting is that,
The team discussed on the concepts on the
critical and creativethinking concepts and
decided on developing a PPT or PDF
document to train the team members or
articulate critical and creative thinking
features. In the team meeting, the manager
also discussed the findings of the
knowledge gaps in each team member’s
critical and creative thinking abilities. The
team also discussed the organization’s
approach to critical and creative thinking.
Most of them thought that the current
practice was inappropriate and had to be
done in a more regular and planned manner
or basis.
A knowledge gap occurs when an employee
doesn't know the information needed to
complete tasks in their role. Take changing
a tire, for example. A knowledge gap would
be not knowing that cars have tires.
There are two critical and creative thinking
knowledge gaps for my team –
1. Soft Skill knowledge
Creativity, interpersonal skills,
problem-solving, time management,
decision making, flexibility, and attitude are
examples of soft skills. They are thought to
be imprecise and difficult to measure.
Therefore, they are frequently
overlookedduring the hiring process and
throughout the development of employees,
which is regrettable because they are the
abilities that allow businesses to flourish.
2. Lack of Flexible Thinking
Groupthink can lead to unhealthy
decision-making patterns. Breaking the
cycle requires individuals to stand apart
from the group and question opinions,
thoughts, and popular ideas. Learners
benefit from direct training in
decision-making to prepare them to solve
complex problems.
The team’s experience in Critical thinking
has been valued butnot formally recognized
in the past. Teams have often met to
brainstorm, problem solve and innovate –
but this has been ad hoc and unplanned.
Critical thinking is used, but not
deliberately or formally. Worlducation is
innovative.

Sales representative knowledge gap:

● Online relationships
● Valuing differing perspectives and
cultures
Advertising staff knowledge gap:
● Digital creativity
● Evaluation skills to review work for
accuracy

Call center staff knowledge gap:

● Negotiation skills
● Graphical data representation

Here is a list of workplace problems

identified in the meeting –
● Manufacturing and shipment delays
due to COVID-19
● direct online ordering is not
available
● demand greater than supply ability
● user requirement changes as a result
of the COVID-19 pandemic

Through dialogue, manufacturing and

shipment delays were picked as the
problem; all team members agreed that
most customer complaints were connected
to shipment concerns.
Safe processes
Use the work done in Section 1 of your
Project Portfolio and the knowledge you’ve
gained from the team/individual meeting(s) to
develop at least two processes that create a
safe environment for critical and creative
thinking.
For each process, include:
a description of the process
how the process supports a safe
critical and creative critical thinking
environment.
description of at least three sources of
information related to the process
resources required for the process to be
implemented
any relevant legislative requirements.
Attach proof of the developed processes
and information sources to this section of
the portfolio.
Here are two processes for a safe
environment for critical and creative
thinking:
Safe Process 1: Develop a procedure and
template to guide the graphical
representation of data.
Here is the process that supports a
safety-critical and creative, critical thinking
environment,
● Procedure and template guide the
graphical representation of data
present opportunities to the
employees for understanding the
data through the graphical
presentation. It's very helpful for
visual learners. That will help the
team understand the nature of the
data better and analyse the given
data. It also provides opportunities
to use employees' evaluating
abilities
● Data gathered from best-practice
template examples
Description of at least three sources of
information related to the process
resources, including
● MS Excel
● Worlducation document
management system
● Data analyst
Relevant legislative requirements
● applicable legislation includes the
Privacy Act
Safe Process 2: Formal or informal
learning opportunity
Here is the process that supports a
safety-critical and creative, critical thinking
environment,
● It provides opportunities for
participation in group discussions,
brainstorming activities,
team-building exercises, mentoring
and coaching opportunities,
participation in workshops,
seminars, etc.

Plan learning opportunities
Use the work done in Section 1 of our
Project Portfolio and the knowledge you’ve
gained from the team/individual meeting(s)
to plan one formal and one informal learning
opportunity to address the identified
knowledge gaps.
For both the formal and informal
learning opportunity, include:
a description of how learning will take
who the learning opportunity is aimed
at (e.g. team or individual).
how the opportunity complies with
organisational and legislative
Description of at least three sources of
information related to the process
resources, including
● Various Training institutes and
programs
● Meetings with the employees,
management
● Whatsapp, internet sources
Resources required for the process
● Training materials
● Training plans
● Trainer
● Training equipment
Relevant legislative requirements
● Anti-discrimination
● Act Fair work
● Act Bullying Act
Safe Process 3: Develop an internal
online discussion forum
Here is the process that supports a
safety-critical and creative, critical thinking
environment,
● A chat group for the sales and
marketing team to discuss and assist
each other in establishing whether
the customer complaint is factual or
perceived
Sales Representative Knowledge Gap
Formal learning opportunity: Workshops
Description: A Critical thinking workshop.
● It allows all team members to
participate
● Practice important skills
● It can be hosted either online or in
person
By attending the workshops, the Sales
Representative can address the following
knowledge gaps -
● the Online relationships
● Valuing differing perspectives and
cultures
requirements Here the opportunity complies with
organizational and legislative requirements
reason for choosing the approach
with
how you will collect feedback. ● The Australian Skills Quality
Authority
● Employee's training and
development policy and procedures

We chose the approach because the

Workshop provides opportunities for
learning and demonstrating practical skills
through various activities; opportunities to
learn from your team members and experts;
sharing experiences and learning from
them; building relationships with
teammates, etc.

We can collect feedback by –

● verbally
● Feedback forms
● Emails
● Surveys

Informal learning opportunity:

● Send a worked example using the
template to guide data
representation via email to the team.
● Sharing best practice examples of
work done in other organizations via
email or intranet
● YouTube videos
● Online training
● Group chats

The learning opportunity is aimed at –

● Sales Representative
● Team Call center staff
● Advertising staff

how the opportunity complies with

organizational and legislative requirements
● Australian Skills Quality Authority
● Employee's training and
development policy and procedures
 ● Internal communication policy and
procedures

● The reason for choosing the

approach: Affordable
● Easily accessible
● Time flexibility
● Visual understanding works better
in some cases

We will collect feedback by –

● Verbal
● Written

Application
Plan one opportunity for team member(s) to
apply their critical thinking skills to address
the workplace problem chosen at the team
meeting.
Include:
who will participate in the
problem-solving process (i.e. which
team members?)
which critical thinking skills and
techniques will be applied by the team
member(s)
how you will give feedback on the
performance of their task
how you will collect feedback
regarding the opportunity you
provided.
Manufacturing and supply issue
The opportunity for critical thinking:
Brainstorming CEO, CFO, Operations
Manager, Sales, and marketing manager,
manufacturing manager, etc. will participate
in the meeting.The critical thinking skills
and techniques the team member(s) will
apply -
● Lateral thinking
● Brainstorming
● Discussions on financial issues
● Debating on financial issues
● Mind mapping
● Analytical skills
● Evaluation skills
● Decision-making skills
how you will give feedback on the
performance of their task
● Survey
● Questions
● Feedback forms
● Emails
● Chats
 Attach: Proof of team/individual meeting(s) (if

relevant) ☐

Developed processes (x2) ☐

Proof of information sources☐

Section 3: Monitor and improve critical thinking practices

Learning opportunities Formal learning opportunity- Online workshop on team building
reflection Outcome: The workshop helped me understand team
cohesiveness, each member’s contribution to achieving team
Summarise the goals, why team support is important, etc.
outcomes of the formal
and informal Feedback received from the team members:
learning ● Feedback on training materials
opportunities you ● Feedback on trainer
● Feedback on training equipment
facilitated, including: ● Feedback on training venue
feedback received
from team I did well by participating in all activities. I extended support to
my team members. I also developed good relationships with the
member(s)
team members and played an important role in helping the team
what you did well build or develop cohesiveness, etc.

what should be What should be improved:

improved ● Team communication could be improved
● Team collaboration could be improved
Attach proof of how
● Some more training materials could be added
you facilitated the ● Briefing on training could have been better/ could be
learning done in better ways
opportunities (e.g. ● Participants could have turned on their Videos
video, screen ● Trust between team members
recording of virtual
meeting, emails with Dear Team members,
instructions etc) to this You are invited to attend a workshop on Team Building
conducted online via zoom. Below are the login details for the
section of the portfolio
workshop Business Trainer is inviting you to a scheduled Zoom
(if not already viewed in meeting –
person by your
assessor). Topic: Online Workshop on Team Building
Time: May 25, 2022 12:00 PM Australia/Melbourne
Join Zoom Meeting:
https://us02web.zoom.us/j/87193974086?pwd=eGJVZTJkR2FkR
kZ0Rl FCUzdnOHR2UT09
Meeting ID: 871 9397 4086
Passcode: 052452
One tap mobile
+16699006833,,87193974086#,,,,*052452# US (San Jose)
+19292056099,,87193974086#,,,,*052452# US (New York

)Dial by your location

+1 669 900 6833 US (San Jose)
+1 929 205 6099 US (New York)
+1 253 215 8782 US (Tacoma)
+1 301 715 8592 US (Washington DC
)+1 312 626 6799 US (Chicago)
+1 346 248 7799 US (Houston

)Meeting ID: 871 9397 4086

Passcode: 052452

Informal Learning Opportunity: YouTube VDOs on Cultural

Sensitivity at workplace
Application reflection Application opportunity for formal: Brainstorming session
Outcome: participation, discussions, sharing ideas, sharing
Summarise the
opinions, coming up with solutions, team collaboration, etc.
outcomes of the
application opportunity Application Opportunity for informal learning: Visual
you provided to team learning and learning of cultures of different countries and people
member(s), including: with multicultural backgrounds can be applied in my workplace.
Outcome: understanding of various cultures, understanding
feedback given to team diversity, a better understanding of my colleagues, and respect
member(s) for their cultures and values.
additional support
Feedback to the team members –
required for teams and ● Participation in classroom activities
individuals ● Do not keep quiet
● Improve your communication skills
feedback received
● Share your opinions, views and experience
from team ● Communicate with each other
member(s) ● Respect your team members
what worked well
The additional support required for teams and individuals –
what should be ● Research materials
improved ● More training materials
● Websites relevant to the activities
Attach proof of the ● Templates
application ● Policies
opportunities you
facilitated (e.g. video, The feedback given by the team members:
screenshot of social ● Feedback on training materials
● Feedback on trainer
media post etc) to this ● Feedback on training equipment
section of the portfolio ● Feedback on training venue
(if not already viewed
in person by your What worked well:
assessor) Useful training information

Proof:
Recommendations Two recommendations for improvements in future learning:
1. Improvement with more innovative activities during the
Develop
training
recommendations for 2. More participation from the team members and being more
improvement in future proactive
learning.
Include: The one recommendation to be implemented in the future is:
1. Adherence to the implicit policy of the organization
a list of two
recommendations Resources required:
improvements to ● Training policy of the organization,
learning opportunities ● trainer to train on the implicit policy of the organization

development of at least The recommendation adheres to explicit organisational policies:

one ● Training policy encourages the managers to address their
recommendation to team's training needs in various formats.
be implemented in
the The recommendation adheres to implicit organizational policies:
future ● We keep our promises and stand accountable for our
every action
resources required for
the development of the Legislative requirements:
recommendation ● Sexual Harassment Act
● Anti-Discrimination Act
how the
recommendation
adheres to explicit
organisational policies
how the
recommendation
adheres to implicit
organisational policies
how the
recommendation
adheres to legislative
requirements
Attach proof of the
developed
recommendation (e.g.
plan for more
application
opportunities) to this
section of your project
portfolio.
Attach: Formal learning opportunity (if relevant) ☐

Informal learning opportunity (if relevant) ☐

Application opportunity (if relevant) ☐

Developed recommendation ☐