BSBCRT511 Develop critical thinking in others

Task 2 – Written Report

Task summary
This assessment is to be completed using the template provided to develop a Team Critical Thinking
Skills Improvement Plan.

Required
 Access to textbooks/other learning materials
 Computer with Microsoft Office and internet access

Timing
 Your assessor will advise you of the due date of this assessment via Canvas.

Submit
 This completed workbook.

Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily
address all the assessment criteria. If part of this task is not satisfactorily completed, you will be asked
to complete further assessment to demonstrate competence.

Re-submission opportunities
You will be provided feedback on your performance by the Assessor. The feedback will indicate if you
have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory
performance. Re-assessment attempt(s) will be arranged at a later time and date.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt
with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not understand
any part of this task or if you have any learning issues or needs that may hinder you when attempting
any part of the assessment.

Assessment Cover Sheet

Candidate name:

IH Sydney Training Services Pty Ltd

RTO Code: 91109 CRICOS Code: 02623G
 Mushraf Ali Khan Mohammed

Candidate ID
R33699

Trainer’s Name: Jason Healy

Date Submitted:
15/4/2022
Candidate I declare that:
declaration:  I have read and understood all the information provided in relation to
the assessment requirements to complete this unit, the instructions
and the purpose and processes of undertaking this assessment task
 This assessment is my own work and where other’s works or ideas have
been used, I have appropriately referenced or acknowledged them
 I understand that plagiarism is a serious offence that may lead to
disciplinary action.

Candidate signature:
MAK

2|Page
 Task 2 – Written Report

Develop a Team Critical Thinking Skills Improvement Plan to improve the critical thinking skills
of the employees and team of the organisation given in the case study below. Please use the
template provided below.

Scenario

ABC Café has been in operation for the past 5 years in Sydney CBD. It is situated near the
train station, making it the number one option of visitors around the city. It offers an array of
breakfast, lunch and dinner menu including morning and afternoon tea. It employs 5 staff to
manage around 55 customers per day. Cyril Brown, its operations manager, ensures that all
the staff do their respective tasks and respond to the needs of every customer they serve.

All employees are hardworking however Cyril still gets complaints on a daily on the
following:

 items not arriving on time

 food being contaminated
 service turnaround time per table is quite long
 customers complaining on how they have been served with their order
 food spill when served to customer

One Monday morning, Cyril met with the team and asked for their feedback on the café
problems at hand. Here are some of the employee’s feedback:

 there is staff shortage leading to poor customer service and higher turnaround time
 no control on food transportation
 supply of some food items is not available
 high customer service expectations of some customers

The café uses EFTPOS for payment and every staff is required to follow a workflow process
from customer entry to customer check out.

Lastly, Cyril Brown conducts team meetings 30 minutes before and after every shift.
Incidents are properly recorded in a logbook and reports are completed every day before
close of business.

3|Page
 Team Critical Thinking Skills Improvement Plan

Part A - Individual and team In your individual and team critical and creative thinking skills
critical and creative thinking assessment, make sure to:
skills assessment
1. List and discuss 2 models of critical and creative thinking used to
(Approx. 200 words) assess employees and the team as a whole

Ans)Taylor model: This is a model of reasoning abilities that fuses

the components of reasoning in an imaginative and basic way.
Cross-disciplinary model: This model assists with breaking down the
six mental traits that are urgent for the advancement of innovative
and decisive reasoning.

2. List 5 questions to identify employee and team knowledge

• What tools and techniques they are using?
• Are staff members aware of information sources
available?
• Are staff member having pleasant conversation among
themselves and customers?
• Are staff members jumping the gun(jumping to
decision)?
• Are staff members biased?

3. Describe what formal and informal learning opportunities for

addressing identified gaps

Ans)

Formal Learning Opportunities description

Training online. Online training courses, in this

tech savvy world online course
help in saving lot and can be
repeated without extra cost

On site face to face work shops Face to face workshops are one
of the best staff is more
involved in this type of training.

4|Page
 Informal learning description

Stretch Assignments This method is where the

employee is pushed out of their
comfort zone and pressurize
them make them effective and
thus term “stretched”

Mentoring This considered on the most

powerful tools which help the
mentor and the mentee

4. Discuss key features of critical and creative thinking concepts

that can be applied

Inquiring: This detail involves students growing inquiry

competencies.Students pose questions and perceive and make clear
statistics and ideas, and then organise and process facts. They use
wondering to analyze and examine ideas and issues, make sense of
and check records and ideas, and gather, evaluate and compare
data from a number assets. In developing and appearing with
important and innovative wondering, college students

 pose questions
 identify and clarify information and ideas
 organise and process information

Analyzing:- This detail entails students analysing, synthesising and

comparing the reasoning and methods used to find answers,
compare and justify effects or tell publications of action.Students
discover, recollect and check the logic and reasoning behind
selections. They differentiate additives of choices made and
movements taken and verify ideas, methods and consequences in
opposition to criteria. In developing and appearing with essential
and creative questioning, students:

 apply logic and reasoning

 draw conclusions and design a course of action
 evaluate procedures and outcomes

5|Page
 Reflection:-

This element involves college students reflecting on, adjusting and

explaining their questioning and figuring out the thinking at the back
of choices, strategies and actions taken.

Students consider thinking (metacognition), replicate on actions and

methods, and switch understanding into new contexts to create
options or open up opportunities. They observe know-how received
in one context to clarify any other. In growing and performing with
crucial and innovative thinking, college students

 think about thinking (metacognition)

 reflect on processes
 transfer knowledge into new contexts.

Part B - Establishment of After assessing the critical thinking skills of every employee, you
environment that now establish a café environment that encourages the application
encourages the application of critical and creative thinking. In doing this, you need to:
of critical and creative
1. Describe current organisational systems to identify gaps or
thinking
barriers to critical thinking
(Approx. 200 words)
There are various types of barriers to critical thinking that hinders
with one’s personality and overall individuality and owing to these
factors, one cannot operate in a business environment efficiently
and effectively.

Egocentric nature and thinking patterns: -

Selfish nature or conduct is a herbal tendency and is many a time

tough to triumph over. Such a barrier is making the person consider
himself and ends in the incapability to now not to sympathize with
others to apprehend their troubles and problems. And one’s ego
may be one of the most extensive Barriers to Critical Thinking.

6|Page
Group Thinking:-

Group Thinking is yet among the dangerous Barriers to Critical

Thinking, plus it is also pretty bad. In such a case, the man or woman
doesn’t have his very own opinion or choice in any given case or
state of affairs. To conquer the same, it calls for the people of the
organization to face aside and query and formulate their thoughts,
critiques, and ideas.

Drone Mentality:

Drone Mentality may be defined as when a person doesn’t pay

attention at some point of the crucial meetings and discussions and
hails upon any time and on everybody, affecting the system of
Critical thinking. Very often, every day and same mundane exercises
make someone fall prey to drone mentality

Policies and procedures supporting critical thinking include:

· Reach out to new providers and quote

· Good refrigeration system

· Updated provider transport method

Team knowledge gaps include:

· Food spill whilst served to purchaser

· Poor customer support

· Staff shortage

2. Develop processes that create a safe environment for critical and

creative thinking approaches

Critical thinking is important because it allows individuals and teams

extra successfully diagnose issues and pick out possible solutions
that aren’t entirely apparent at first. In addition, following technique
of vital questioning can assist clear up conflicts and create safe
surroundings within the administrative center.

Hire and Promote Critical Thinkers

A vital first step to constructing organizational electricity in critical

7|Page
thinking is to rent folks that are already sturdy in that vicinity.

Build a Culture of Learning

It's critical to create an environment in which the behavior’s related

to Critical thinking are a natural part of your employer subculture.

Avoid Jumping to Conclusions

Another manner to promote critical questioning within the place of

work is to keep away from jumping to conclusions. Instead, method
a problem by way of first growing a common knowledge of the
demanding situations it presents. Create Internal Forums

Most of the time just talking can do wonders in aspect of critical

thinking: analyzing, when a platform exists where people can voice
their concern and share their it would be really easy for all the stake
holders.

3. Discuss opportunities for employees to apply critical thinking

skills to workplace problems

Formal learning opportunity:

· Workshop based training to improve critical thinking.

· On the job training to boost the employee’s
performance.
· questionnaire and collecting feedback from
participants.

Informal learning opportunity:

· Create a bond with team mate/ employees in such

way that they are comfortable for going with you on a
break and be open any suggestions or complains
· A brief catch-up before and after shift.
· Developing a dealing approach with the client and

8|Page

Part C - Thinking practices
monitoring and
improvement
(Approx. 200 words)
share it with team.
· Rotate shift so that everybody experiences what their
team mates are going through.
4. Describe how you can provide feedback to employees on
performance of tasks
· Feedback are really tricky some time can be
constructive or might the other way , but feedback
provided separately and specific to all the team
members and most chance of being a constructive
feed back
· the idea of feedback is that the cafe should also be
open to criticism by employees.
· holding Rewards and Recognition always reward the
talented and hard working.
· Feedback should be a conversation rather than speech
so that employee can grow.
After assessing critical thinking skills and establishing a a café
environment that encourages the application of critical and creative
thinking, you now monitor and develop ways to improve the
thinking practices at ABC Café. Make sure to:
1. List and provide a simple analysis on feedback from employees
on critical and creative thinking opportunities
employees on critical and creative thinking opportunities
Order by sentiment
Naturally, the feedback you obtain can be both fine and bad. The
first step to reading your employee comments is to organize the
feedback based on sentiment. This enables you perceive two things
-- what actions you have to preserve doing and what desires to be
addressed as soon as possible.
Sort comments into categories and sub-categories
After you've got accumulated employee remarks, it is time to type
via the litter and prepare the comments into categories. Once you
9|Page
have determined on the categories you would like to use, separate
the remarks into subcategories if needed. For instance, type
comments via troubles that deal with hygiene, productiveness, or
technique and verbal exchange. Sorting comments into
subcategories is definitely a manner to help you organize your mind
and figure out a way to technique every problem.

Summarize results and plan how to rectify

After amassing feedback summarize them inside the satisfactory

layout viable on your crew to digest, whether that be a snazzy
electricity point presentation or an casual meeting. Once the group
is knowledgeable, it's time to create an action plan to deal with
comments along with your personnel.

2. List and discuss additional support required for the team and all
employees
· Regularly Catch up on Your Team: being friends
wouldn’t hurt
· Communicate with ownership: take charge of what
you speak rather just say it.
· Develop the skill set of team: make sure all the team
grows, and are multi skilled.
· Inspire Your Team: be the change you want to see.
· it ok to goof around while on job, a little joke wouldn’t
hurt
· celebrate and cry with team: when you share laughs
and tears with that’s where the real bond is created.
3. List and discuss recommendations for improvements in future
learning arrangements

Future learning arrangements can assure as follows we you:

· Make it a point that learning is more flexible and

accessible.
· Motivate your managers to get connected with rest of
10 | P a g e
 the team.
· Always be mind full of the team that is off site even
though they working remotely but still we all are team
so Use tools that serve remote workers and in-office
teams.
· Match different learning options and preferences with
different set of people.
· Mix and Match with training and inter-department
training.
· Ask personnel what they need.

11 | P a g e
12 | P a g e