Combined units:

BSBCRT311 – Apply critical thinking skills in a team

environment &
BSBXCM301 - Engage in workplace
communication
Task 2 – Knowledge Questions
Student ID Student Name
094684 First Name:Vasin

Last Name:Pitichaiyakul

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Questions 1 to 7 apply to unit BSBCRT311
1. What are two (2) techniques that support critical thinking? Briefly describe them in
approximately 50 words.

When a group of people collaborate to brainstorm, they come up with ideas

and solutions to issues. When people feel comfortable putting up their
ideas, which may be expanded upon by others, brainstorming is successful.
- Blue Sky thinking process : Sensible thinking process that includes what is
issue, what should remain the same, and what has to change.

2. What is one (1) common assumption that people make when they are critically analysing
solutions and explain why this assumption is problematic (20 - 40 words).
Assumption Why the assumption is problematic
If the idea is clear to us, it will be - Just because you or your team comprehend the solution
clear for others. doesn't indicate that everyone else will.
If you want the solution to be clear, you must make it
clear rather than assuming it.

Small Imperfections in the - If there is any small flaw in your idea, people who have
solution will not affect peoples different ideas are likely to make it big deal and find an
acceptance of it. excuse to reject it.

3. Are the following statements correct? Write ‘yes’ or ‘no’ against each statement and give
a short reason for each answer (10 - 20 words each).
Statement Yes or No
Yes
One area of law that may be relevant to product warranties
is Australian consumer law.

Why? - Australian Consumer Legislation is relevant to product warranties as well as

numerous business issues such as customer rights and refunds

No
In Australia, there is only one Act relating to intellectual property.

Why? - In Australia there are multiple Acts relating to the Intellectual property including
designs Act 2003 and patents Act 1990

Yes
There is legislation in Australia relating specifically to the use of
spam by businesses.
 Why? - The Spam Act 2003 relates specifically to use of Spam by Business

Yes
It is common for businesses to have a policy, process or procedure
relating to recruitment.

Why? - Yes, Business commanly have recruitment policies processes and procedures
concerning issue such as staff induction, probation and leave and redundancy

No
Conflict of interest policies relate to potential conflicts between
the interests of management and the interests of employees.

Why? - Conflict of interest policies relate to potential contilacts between the personal
interest of an employee and interest of business

4. Why is it important to decide on the criteria that must be met to solve a workplace
problem? Give one reason. (10 - 20 words)

Understanding whether the solution is logical and has a goal is helpful.

Additionally, it ensures that the solution is implementable and practical in
the workplace.

5. What is one (1) advantage of asking questions to gain different viewpoints when
considering a problem?

- Better understand and the goals and the Barriers when exploring the
potential solutions.
- To get better understanding of the problem.
6. What are two (2) beliefs or behaviors that should be considered when generating ideas in
a team?

- Being open and truthful about our abilities, opinions, and limitations
- Opposition to change
- Be close minded

7. List at least three (3) ways you could develop your critical and creative thinking skills.

- Practice active listening

- Ask questions
- Work together with team members
- Think back on what happened in the past

Questions 8 to 16 apply to unit BSBXCM301

8. Identify the legislation in your Australian state or territory relevant to the access and
equity of workplace communication.

NSW - Anti discriminataion Act 1977 (NSW)

Queensland - Anti-Discrimnation Act 1991 (QLD)
Victoria - Equal opportunity Act 2010 (VIC)
South Australia - Equal Opportunity Act 1984 (SA)
9. Give an example of how each of the following organisational requirements is relevant to
workplace communications. (15-20 words each)

Ethical behavior - It defines ethical behaviour as treating everyone fairly and equally.
guidelines from
state or federal
governments

Workplace policies - Workplace rules stipulate inclusive and nondiscriminatory language

requirements for both internal and external communications.

Codes of conduct - Codes of conduct are lists of guidelines that emphasise qualities like
integrity, honesty, and respect.

Organisation - The code of conduct frequently reflects the reputation and culture of
al culture the organisation. The company will want to project a professional
image, thus well-written and error-free information will be included.

10. Briefly explain the following terms, using an example for each. (15-20 words each)

Communicatio - It is the manner in which you speak. It may be necessary to

n style communicate informally with co-workers and formally with customers
in the workplace.

Communicatio - Your choice of communication strategy is your communication

n method approach. Verbal techniques include in-person conversations,
meetings, phone calls, video calls, emails, and texts.

Cross-cultural - These explain how you may need to adjust your communication
communicatio style or strategy to accommodate an audience with varying cultural
n techniques. beliefs or expectations.
Different cultures have different ways of using body language and
may find it offensive when someone else does.
 11. Describe two (2) techniques you could use to resolve communication challenges.

- Use an electronic device that talks for them or a visual to depict the words
- Avoid using Jargons
- Learn about other cultural lifestyles and try to use simple english to make
them understand

12. Give one (1) example of how each of the following types of communication can be
adapted for individuals with special needs or disabilities. Describe each example in 10 –
20 words.

Verbal communication Make sure there is little background noise, and have the person sit
where they can best view the speakers.
(telephones,
For people who have visual impairments, change your
mobile devices,
communication approach to be more descriptive.
video
conference)
Written - Provide Audio files
communication - Provide written notes for those with hearing impairments.
(email, SMS, - Use pictures to explain
social media)

13. Explain how technology can be used to aid communication with individuals who have
special needs or disabilities. (40-50 words)

Technology that is intelligent or aided can make it easier to communicate

with people who have disabilities or special needs. This could include
software communication boards, text-to-speech or speech-to-text
converters, voice recognition technology, and gadgets that enable message
interpretation.

Read the case study and answer questions 14 to 16 that follow.

Case Study:
Zac recently issued his team with new PPE and trained them how to use it, but some staff are
not using it correctly or not using it at all. Zac has called an action meeting to address the issue.
He reminds staff that they were all trained how to use the new PPE, and that incorrect use puts
them at risk. He asks, do they need more training or is there a problem with the PPE?
Someone says it’s uncomfortable. A few others agree.
Hamza says, ‘The jackets are much heavier than the old ones. It’s been quite hot lately and it’s
hard to do your job when you’re sweating.’
‘Well, that explains why you smell so bad,’ Mike laughs. ‘And we thought it was because of all
the curry you eat.’
Some of the team laugh and Hamza looks uncomfortable.
‘That’s enough!’ Zac says firmly. He tells Mike his comment was not appropriate and not
helpful.’
Zac looks around at his team. ‘So, I’ve heard that the new PPE is uncomfortable and hot. Are
there any other reasons for not wearing it? Farel, we haven’t heard from you.’
‘There’s nothing wrong with my old PPE,’ Farel starts to explain but Mike starts talking over him.
Zac says, ‘Wait a minute Mike, we’d all like to hear what Farel has to say. Please continue Farel.’
Farel explains. ‘I was keeping the new PPE until my old PPE needs replacing.’
Zac takes a moment to consider what Farel has said. ‘I know it might seem wasteful to get rid of
what seems like perfectly good PPE, but the new PPE offers better protection and is required to
meet the workplace standards. Do you understand?’
Farel smiles and nods.
‘Right,’ Zac says. ‘Unless there’s anything else, I expect to see you all using your PPE correctly
from now on. You have all declared that you received training and will wear the PPE, so that is a
requirement of your job. Is that understood?’
Everyone nods in response.

14. How did Zac demonstrate the following methods and techniques in the scenario? (15-30
words each)

Active listening - Zac reflected on the comments of his Team back to them I for eg. "
So, I’ve heard that the new PPE is uncomfortable and hot.

Questioning - Zac asks clarifying questions - like If the Information was clear?
Why the team isn't wearing the PPEs?
 Feedback - Zac provides feedback to Mike that his comment was Inappropriate.

15. In Farel’s culture, it is wasteful to discard clothing that is still able to be worn. Explain
the communication challenge that presented in this scenario and how Zac resolved it
(approximately 60 words).

Despite receiving verbal training and signing a form, Farels' cultural beliefs
led him to choose not to wear the new PPE.
A safety danger and a cross-cultural communication issue were presented by
this communication difficulty.
When Zac heard his justification, he realised why Farel hadn't been wearing
the PPE and clarified why it was required.

16. Explain how Zac dealt with the following communication challenges (15-20 words each).

Conflicts - After Mike's inappropriate remark, Zac promptly intervenes and

between team gives prompt feedback.
members

Potential risks - Zac sees to it that everyone receives WHS training and signs a
or safety statement attesting to their understanding of the importance of
hazards donning the new PPE.

Unethical or - Zac cautions Mike to stop and informs him that what he is saying is
inappropria inappropriate and useless.
te
comments.

End of questions