Table of Contents
Table of Contents 2
Assessment Information 3
Assessment Instructions 5
Student Assessment Agreement 6
Assessment Task 1 Cover Sheet 7
Assessment Task 1: Written Questions 8
Assessment Task 1 Instructions 10
Assessment Task 1 Checklist 11
Assessment Task 2 Cover Sheet 12
Assessment Task 2: Team performance planning project 13
Assessment Task 2 Instructions 14
Assessment Task 2 Checklist 17
Assessment Task 3 Cover Sheet 18
Assessment Task 3: Professional development policy and procedure project 19
Assessment Task 3 Instructions 20
Assessment Task 3 Checklist 21
Assessment Task 4 Cover Sheet 22
Assessment Task 4: Reward and recognition project 23
Assessment Task 4 Instructions 24
Assessment Task 4 Checklist 25
Assessment Task 5 Cover Sheet 26
Assessment Task 5: Managing underperformance project 27
Assessment Task 5 Instructions 28
Assessment Task 5 Checklist 30
Assessment Information
The assessment tasks for BSBWOR502 Lead and manage team effectiveness are included in this Student Assessment Tasks booklet and outlined in the assessment plan below.
To be assessed as competent for this unit, the student must complete all of the assessment tasks with satisfactory.
Assessment Plan
Assessment Task Overview
1: Written Questions You must answer all questions correctly.
2: Team performance planning project You must prepare for a team performance planning meeting, as well as meet with their team.
3: Professional development policy and procedure project You must develop a professional development policy and procedure for the case study organisation.
4: Reward and recognition project You must research suitable reward and recognition schemes for the case study organisation.
5: Managing underperformance project You must manage a staff member who is underperforming.
Assessment Preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for clarification if you have any questions at all.
When you have read and understood this unit’s assessment tasks, print out the Student Assessment
Agreement. Fill it out, sign it, and hand it to your assessor, who will countersign it and then keep it on file.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per RSB assessment appeals process.
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal.
Naming electronic documents
Students are directed to name documents logically.
Each should include:
• Course identification code
• Assessment Task number
• Document title (if appropriate)
• Student name
For example, BSBWOR502 AT2 Team Performance Plan Joan Smith
Additional Resources
The following resources will be given to you before you begin Assessment Task 2.
• Operational Plan
• Team Performance Plan Template

Assessment Instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet
This must be filled out, signed and submitted together with your assessment responses.
If you are submitting hardcopy, the Cover Sheet should be the first page of each task’s submission.
If you are submitting electronically, print out the cover sheet, fill it out and sign it, then scan this and submit the file.
The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will be satisfactory (S) or not satisfactory (NS). If your work has been assessed as being not satisfactory, your assessor will include written feedback in the Assessment Task Cover Sheet giving reasons why. Your assessor will also discuss this verbally with you and provide advice on re-assessment opportunities as per RSB re-assessment policy.
Depending on the task, this may include
• resubmitting incorrect answers to questions (such as short answer questions and case studies)
• resubmitting part or all of a project, depending on how the error impacts on the total outcome of the task
• redoing a role play after being provided with appropriate feedback about your performance
• being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily completed the first time, after being provided with appropriate feedback.
Assessment Task Information
This gives you:
• a summary of the assessment task
• information on the resources to be used
• submission requirements
• re-submission opportunities if required
Assessment Task Instructions
These give questions to answer or tasks which are to be completed.
Your answers need to be typed up using software as indicated in the Assessment Task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for your assessment task submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file name that includes the unit identification number, the task number, your name and the date.
Checklist
This will be used by your assessor to mark your assessment. Read through this as part of your preparation before beginning the assessment task. It will give you a good idea of what your assessor will be looking for when marking your responses.
Student Assessment Agreement
Make sure you read through the assessments in this booklet before you fill out and sign the agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit? • Yes • No
Do you understand the requirements of the assessments for this unit? • Yes • No
Do you agree to the way in which you are being assessed? • Yes • No
Do you have any specific needs that should be considered? If so, explain these in the space below. • Yes • No
Do you understand your rights to re-assessment? • Yes • No
Do you understand your right to appeal the decisions made in an assessment? • Yes • No
Student name
Student number
Student signature
Date
Assessor name
Assessor signature
Date
Assessment Task 1 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
• I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).
• I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.
• I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
• I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Note: S – Satisfactory, NS – Not satisfactory, DNS – Did not submit
Feedback
Student result response
• My performance in this assessment task has been discussed and explained to me.
• I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Task 1: Written Questions
Task summary
This is an open book test.to be completed in the classroom.
A time limit of 1 hour to answer the questions is provided.
You need to answer all of the written questions correctly.
Your answers must be word processed and sent to the assessor as an email attachment.
Required
• Access to textbooks/other learning materials
• Computer and Microsoft Office
• Access to the internet
Submit
• Answers to all questions
Assessment criteria
• All questions must be answered correctly in order for a student to be assessed as having completed the task satisfactorily.
Re-submission opportunities
Students will be provided feedback on their performance by their 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 your 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.
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal.
Students are encouraged to consult with their assessor prior to attempting this task if they do not understand any part of this task or if they have any learning issues or needs that may hinder them when attempting any part of the assessment.
Written answer question guidance
The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell you how you should answer the question. Use the definitions below to assist you to provide the type of response expected.
Note that the following guidance is the minimum level of response required.
Analyse – when a question asks you to analyse something, you should do so in in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long.
Compare – when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out important issues or features, and express some form of critical judgement. Generally, you are expected to write a response one or two paragraphs long.
Describe – when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long.
Evaluate – when a question asks you to evaluate something, you should do so putting forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long.
Examine – when a question asks you to examine something, this is similar to “analyse”, where you should provide a detailed response with key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long.
Explain – when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long.
Identify – when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long.
List – when a question asks you to list something, this means that you are asked to briefly state information in a list format.
Outline – when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long.
Summarise – when a question asks you to summarise something, this means (like “outline”) only giving the main points. Generally, you are expected to write a response a few sentences long.
Assessment Task 1 Instructions
Provide answers to all of the questions below:
1. Explain the origins and the concept of the term group dynamics.
2. Explain three aspects of group dynamics that can have a negative effect on team performance.
3. Discuss in 3 to 4 paragraphs the phenomenon of social loafing in groups, its negative consequences and the effect of group size and culture.
4. Discuss three strategies for preventing social loafing in groups.
5. Discuss in a paragraph the phenomenon of Groupthink.
6. Outline three advantages and three disadvantages of group decision-making.
7. Discuss three team-building techniques, using examples to illustrate your answer.
8. Explain the concept of a team consensus.
9. Discuss two methods that can be used to assist teams to reach consensus.
10. Explain four simple steps for resolving a workplace dispute.
11. Explain why is it important to have an effective dispute resolution process?
Assessment Task 1 Checklist
Student’s name:
Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? Satisfactory performance Comments
Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Task Outcome: Satisfactory • Not Satisfactory •
Assessor signature
Assessor name
Date
Assessment Task 2 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
• I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).
• I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.
• I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
• I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Note: S – Satisfactory, NS – Not satisfactory, DNS – Did not submit
Feedback
Student result response
• My performance in this assessment task has been discussed and explained to me.
• I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Task 2: Team performance planning project
Task summary
As the Marketing and Communications Manager for Football South East Coast (FSEC), you are required to develop a team performance plan to support the new Operational Plan.
You will also be required to meet with your team to discuss and document team actions to achieve the Operation Plan. Actions will be recorded in the Team Performance Planning template.
This assessment is to be completed in the simulated work environment in RSB.
Required
• Access to textbooks/other learning materials
• Computer and Microsoft Office
• Access to the internet
• Operational Plan
• Team Performance Plan Template
• Space for a meeting with a whiteboard
Submit
• Email to the team with the Operational Plan attached.
• Email to General Manager summarising workplace concerns
• Email to the team with your completed team performance plan attached
Assessment criteria
For students’ performance to be deemed satisfactory in this assessment task, they must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed they will be asked to complete further assessment to demonstrate competence.
Re-submission opportunities
Students will be provided feedback on their performance by their 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 your 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.
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal.
Students are encouraged to consult with their assessor prior to attempting this task if they do not understand any part of this task or if they have any learning issues or needs that may hinder them when attempting any part of the assessment.
Assessment Task 2 Instructions
Carefully read the following:
Football South East Coast is sporting association based in a small town on the NSW South Coast and is responsible for administration and development of football for the NSW South East Coast. The association employs a General Manager, Operations Manager, Marketing and Communications Officer, High
Performance Athlete Development Officer, Marketing Officer, Promotions Office, Administration Manager and Receptionist.
FSEC’s Vision is to be the number one sport played through South East NSW.
FSEC’s Mission is to grow football by supporting members and the football community through, strong leadership, sound communication and the provision of a clear strategic direction that secures the sport’s long-term prosperity.
Values listed in its current Strategic Plan include:
• Operating with trust and Integrity with each other, as well as with members and the community.
• Customer focus through appreciation of interests and passion of our members and the broader football community.
• Camaraderie through recognising the superior strength and efficiencies of good team work
• Innovation through best practice and change
• Openness and transparency in communicating with our members, customers and the broader community.
One of the organisation’s key strategic goals is to improve participation in community football, specifically to increase the total number of players by 4% in 2018.
Another goal is to increase the participation of girls aged between 5 and 18 by 2% in 2018.
These goals have been translated into an Operational Plan for the organisation.
As the Marketing and Communications Manager, you are responsible for the following key result areas:
Membership Growth, Programs and Events and Volunteer Development.
Complete the following activities:
1. Send an email to the team (your assessor)
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment, and ask them to review it. The email text should also invite them to attend a performance planning meeting.
Your email should include the date and time of the meeting, as well as the duration. You will need to send your email at least 5 working days prior to the meeting.
Attach your Operational Plan to the email.
Your team members will be organised by your assessor, and will include at least two other students as well as your assessor to represent the other FSEC positions.
2. Conduct a meeting with the team.
Prepare for a meeting with your team to discuss the new Operational Plan and to develop a team performance plan by reviewing the organisational information provided to you above, as well as the Operational Plan. Familiarise yourself with the Team Performance Plan Template, as you will be completing this document after the meeting.
As communications manager, you are required, as a minimum, to cover the following during the meeting:
• Provide an introduction to the meeting, including the purpose of the meeting
• Indicate to all team members that it is important for them to take an active role in the planning meeting so that their ideas for implementing the strategic plan and associated goals for the upcoming 12 months will be taken into consideration and included in the team performance planning framework.
• Ensure that all team members have read the Operational Plan that you sent in the email. Give them the opportunity to ask questions if anyone needs clarification. You should explain to the team any parts of the Operational Plan that are not understood.
• Work with your team on each section of the performance planning template. Ask your team for ideas and write them up on the white board.
During the meeting, your assessor (in the role of a staff member) will raise a workplace concern during the team performance planning session. Concerns or problems that are outside your authority will have to be discussed with the General Manager. Tell the team that you will get back to them shortly with a response.
During the meeting, you will need to demonstrate the effective interpersonal and communication skills including:
• Team building techniques including clear explanation of goals and outcomes
• Asking questions and listening to responses to clarify understanding
• Active listening skills
• Respecting and acknowledging the views of others
• Non-verbal communication skills that encourage discussion and feedback, for example, nodding, smiling, eye contact.
3. Send an email to the General Manager (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should summarise the meeting, and explain the workplace concerns in a few paragraphs.
The assessor will respond to the concern in a return email.
4. Complete your team performance plan
Following the meeting, complete the Team Performance Plan Template, incorporating the feedback that you received from the other meeting participants.
5. Send an email to the team (your assessor)
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.
The email text should also include:
• A request for feedback on the team performance plan.
• A schedule of meetings for the next 12 months to support the implementation of the actions documented in the performance plan. The schedule should commence following the meeting date and for the next 12 months. You can decide on the frequency of the meeting.
• An outline of the actions you intend to take to address workplace concerns, including the feedback that you received from the General Manager.
• A brief overview of the training and development activities that you intend to implement over the next 12 months to address training needs identified in the team performance plan. You should include the details of at least two activities that you have identified for the team as a whole and include the title of the activity, as well as the date and location and outcomes of completing the activity.
Attach your team performance plan to the email.

Assessment Task 2 Checklist
Student’s name:
Did the student: Completed successfully Comments
Yes No
Analyse and interprets information in relation to the organization’s goals and processes?
Explain key strategic information to the team?
Consult with team members to develop a team performance plan based on the organisation’s Operational Plan?
Seek team input into the development of the performance plan?
Develop a team performance plan to record goals, required outcomes and key performance indicators?
Demonstrate effective interpersonal and communication skills including:
• Team building techniques including clear explanation of goals and outcomes?
• Asking questions and listening to responses to clarify understanding?
• Active listening skills?
• Respecting and acknowledging others’ views?
• Non-verbal communication skills that encourage discussion and feedback?
Responds to workplace concerns through referral to management?
Task Outcome: Satisfactory • Not Satisfactory •
Assessor signature
Assessor name
Date
Assessment Task 3 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
• I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).
• I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.
• I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
• I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Note: S – Satisfactory, NS – Not satisfactory, DNS – Did not submit
Feedback
Student result response
• My performance in this assessment task has been discussed and explained to me.
• I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Task 3: Professional development policy and procedure project
Task summary
This assessment task requires you to develop a simple policy and procedure for professional development for Football South East Coast, as the organisation does not currently have one.
This assessment is to be completed in the simulated work environment in RSB.
Required
• Access to textbooks/other learning materials
• Computer and Microsoft Office
• Access to the internet
Submit
• Email to your assessor with your professional development policy and procedures attached.
Assessment criteria
For students’ performance to be deemed satisfactory in this assessment task, they must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed they will be asked to complete further assessment to demonstrate competence.
Re-submission opportunities
Students will be provided feedback on their performance by their 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 your 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.
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal.
Students are encouraged to consult with their assessor prior to attempting this task if they do not understand any part of this task or if they have any learning issues or needs that may hinder them when attempting any part of the assessment.
Assessment Task 3 Instructions
Carefully read the following:
Football South East Coast does not currently have a professional development process in place and would like to introduce one to ensure the professional development of all staff members.
A budget of $1,000 per annum is to be allocated to professional development for each staff member is.
Complete the following activities:
1. Develop professional development policy and procedures for Football South East Coast
Conduct research by identifying and reviewing a range of professional development policies and procedures that have been developed in similar scenarios.
The document should be approximately 2 pages
Your policy and procedures should include, as a minimum, the following:
• Purpose of the policy
• Scope of the policy – who it applies to
• Types of professional development that may be undertaken
• Process for identifying professional development needs
• Criteria for determining whether the professional development opportunity is appropriate
• Budget allocated to each staff member
• Process for documenting and evaluating outcomes from professional development
2. Send an email to the team (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment, and the benefits to the team of participating in professional development.
Attach your professional development policy and procedures to the email.
Assessment Task 3 Checklist
Student’s name:
Did the student: Completed successfully Comments
Yes No
Analyse and interpret information for use in developing organisational processes?
Develop policies and procedures to support team members to achieve performance expectations and to achieve organisational goals?
Communicate complex information in writing through the use of clear and simple language?
Develop policy and procedure according to the required format?
Task Outcome: Satisfactory • Not Satisfactory •
Assessor signature
Assessor name
Date
Assessment Task 4 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
• I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).
• I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.
• I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
• I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Note: S – Satisfactory, NS – Not satisfactory, DNS – Did not submit
Feedback
Student result response
• My performance in this assessment task has been discussed and explained to me.
• I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Task 4: Reward and recognition project
Task summary
This assessment task requires you to research and report on reward and recognition schemes that can be implemented for Football South East Coast staff.
This assessment is to be completed in the simulated work environment in RSB.
Required
• Access to textbooks/other learning materials
• Computer and Microsoft Office
• Access to the internet
Submit
• Email requesting approval of a reward and recognition scheme
• Email giving details of the reward and recognition scheme
Assessment criteria
For students’ performance to be deemed satisfactory in this assessment task, they must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed they will be asked to complete further assessment to demonstrate competence.
Re-submission opportunities
Students will be provided feedback on their performance by their 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 your 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.
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal.
Students are encouraged to consult with their assessor prior to attempting this task if they do not understand any part of this task or if they have any learning issues or needs that may hinder them when attempting any part of the assessment.
Assessment Task 4 Instructions
Carefully read the following:
After 12 months, data shows that your team has exceeded the percentage increase in the number of new football players, and you have decided to recognise your team for their efforts.
Complete the following activities:
1. Select reward and recognition schemes
Using the Internet, research both informal and formal staff reward and recognition schemes and make notes on what you find.
The following links will provide some examples. http://smallbusiness.chron.com/examples-employee-recognition-programs-10883.html http://www.rrgexec.com/rewarding-your-employees-15-examples-of-successful-incentives-in-thecorporate-world
Choose and develop at least five examples that would be appropriate for your team in the case study.
2. Send an email to the General Manager (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the reward and recognition schemes that you have identified and seek their feedback and approval to move forward with the project.
Indicate which of the schemes you think would be most appropriate for the FSEC team as per the scenario and why.
You will be assessed on whether your email addresses the required content as described, as well as the clarity of your email.
The General Manager will reply to your email with authority to implement one of the schemes that you have selected.
3. Send an email to the team (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should thank them for their efforts in achieving the strategic goals and give the details of the reward and recognition scheme that you are introducing.
Assessment Task 4 Checklist
Student’s name:
Did the student: Completed successfully Comments
Yes No
Analyse and interpret information in for use in developing organisational processes?
Develop processes to achieve organizational goals?
Communicate information to the team?
Recognise and reward team efforts?
Task Outcome: Satisfactory • Not Satisfactory •
Assessor signature
Assessor name
Date
Assessment Task 5 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
• I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).
• I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.
• I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
• I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
Student result response
• My performance in this assessment task has been discussed and explained to me.
• I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Task 5: Managing underperformance project
Task summary
You are required to roleplay the Marketing and Communications Officer at FSEC and conduct a meeting with the Marketing Officer to discuss their under-performance and to identify solutions to address the issue.
This assessment is to be completed in the simulated work environment in RSB.
Required
• Access to textbooks/other learning materials
• Computer and Microsoft Office
• Access to the internet
Submit
• Email inviting Jackie to a meeting.
• Email to Jackie summarising the outcomes of the meeting
Assessment criteria
For students’ performance to be deemed satisfactory in this assessment task, they must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed they will be asked to complete further assessment to demonstrate competence.
Re-submission opportunities
Students will be provided feedback on their performance by their 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 your 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.
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal.
Students are encouraged to consult with their assessor prior to attempting this task if they do not understand any part of this task or if they have any learning issues or needs that may hinder them when attempting any part of the assessment.
Assessment Task 5 Instructions
Carefully read the following:
Two staff at FSCE have lodged complaints with you, the Communications Officer, about the Marketing
Officer’s work.
The staff complain that Jackie is often talking to friends on her mobile and so when the office phone rings they answer the phone. Even when Jackie can see they are trying to answer queries that directly relate to her work, she does not end her personal call. This not only takes other staff member’s time in answering such calls, but also then to make notes for Jackie on the call.
The staff have said that the behaviour is recent, and until recently Jackie has always been hard-working and reliable.
You need to meet with Jackie to discuss the issue and identify realistic solutions.
Complete the following activities:
1. Send an email to the Communications Officer (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should request her to attend a meeting with you to discuss her work. Include the date and time of the meeting.
Read the following guide about managing underperformance. You will be assessed on your demonstration of the skill referred to under key points for employers to remember.
http://www.fairwork.gov.au/about-us/policies-and-guides/best-practice-guides/managingunderperformance
2. Conduct the meeting with the Communications Officer (your assessor).
Conduct the meeting with Jackie, explaining to her what the problem is, why it is a problem, how it impacts on the workplace and why there is a concern.
At the meeting, you are required to:
• Explain the purpose of the meeting
• Explain to Jackie what the problem is and outline her work responsibilities and the need to achieve these.
• Explain how this behaviour impacts on the workplace and why it is a concern. Ensure that you focus on the issue not the person.
• Demonstrate your interpersonal and communication skills by:
o Keeping your communication open and clear
o Listening to Jackie and confirming and clarifying information shared o Asking questions to confirm information
o Emphasizing Jackie’s strengths as set out in the scenario information
• Discuss and agree on a solution, using your skills to come up with realistic and creative solutions.
3. Send an email to the Communications Officer (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
The email text should summarise the meeting, and the solution agreed to.
The email should be sent to Jackie within 1 day of the meeting,

Assessment Task 5 Checklist
Student’s name:
Did the student: Completed successfully Comments
Yes No
Identify the work performance problem and communicate this in writing to the staff member, Jackie?
At the meeting, support Jacqui to resolve the work performance problems as per the meeting instructions in activity 5.2?
At the meeting, communicate information to Jacqui about her work responsibilities and the requirement to achieve these?
Demonstrate interpersonal and communication skills by:
• Keeping communication open and clear.
• Listening to Jackie and confirming and clarifying information shared
• Asking questions to confirm information
• Emphasising Jackie’s strengths?
At the meeting, act as a role model through use of interpersonal and communication skills as above, as well as supporting Jacqui to resolve the work performance problems as per the meeting instructions in activity 5.2?
At the meeting, resolve Jackie’s work performance problems by discussing and agreeing on actions to address the workplace issue and documenting this in writing?
Task Outcome: Satisfactory • Not Satisfactory •
Assessor signature
Assessor name
Date