ࡱ> ` bjbjss s  . . . $R ZGZGZGPGHR y2^JMMMMN*OO`xbxbxbxbxbxbx$Czh|xE. |PNN|P|Px MMxTTT|P 8M. M`xT|P`xTTl . n MRJ EZG4Qm"$p<x0ym}R}Dn"}. o-O0]O"TOO-O-O-OxxS-O-O-Oy|P|P|P|PR R R d'2R R R 2R R R  Observation/demonstration checklist BSBCMM201A Communicate in the workplace StudentStudent Sign offAssessor FORMTEXT      Assessor Sign offAssessment/evidence gathering conditions: This observation/demonstration involves knowledge, attitude, skills as well as employability skills, required for communicating in the workplace. Task: Telephone activity students will be required to demonstrate their ability to answer telephone calls in at least 2 situations. Conditions: (insert the specific school conditions eg Organisational Guidelines, rotation of students, equipment, etc) Start observations FORMTEXT      End observations FORMTEXT      Instructions: Assessor will identify any areas where the student has gaps in practical skills and provide feedback to the student. A cross indicates that a gap is identified. No cross indicates student is on track to achieving competence.Number of observations where gaps identified1234Generic skills answered call by the third ring FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX used the appropriate greeting (as per organisational guidelines) FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX used an acceptable volume, tone and pitch FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX determined purpose of call FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX (insert list of other skills) FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX Specific skills for 1st telephone callsuccessfully put caller on hold appropriate wording FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX successfully put caller on hold use of equipment FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX successfully transferred caller - appropriate wording FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX successfully transferred caller use of equipment FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX (insert list of other skills) FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX Specific skills for 2nd telephone callused appropriate language in the situation FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX treated caller with respect, courtesy and sensitivity FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX kept calm FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX clearly explained the choice of actions FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX (insert list of other skills) FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  FORMCHECKBOX  BSBCMM201A Communicate in the workplaceEvidence towards competencyyesnoEOC1 Gather, convey and receive information and ideas1.1Collect information to achieve work responsibilities from appropriate sources1.2Use method/s and/or equipment to communicate appropriate ideas and information to the audience1.3Use effective listening and speaking skills in verbal communication1.4Seek input from internal and external sources to develop and refine new ideas and approaches1.5Respond to instructions or enquiries promptly and in accordance with organisational requirementsEOC2 Complete workplace documentation and correspondence2.1Present written information and ideas in clear and concise language to ensure the intended meaning of correspondence is understood by recipient2.2Draft and present correspondence within designated time lines2.3Ensure presentation of written information meets organisational standards of style, format and accuracy2.4Complete workplace forms and documentation in a clear, concise and easy to read formatEOC3 Communicate in a way that responds positively to individual differences3.1Value all individuals and treat them with respect, courtesy and sensitivity3.2Take into consideration cultural differences in all verbal and non-verbal communication3.3Use communication to develop and maintain positive relationships, mutual trust and confidence3.4Make efforts to use basic strategies to overcome language barriers3.5Ensure that behaviour is consistent with legislative requirements, enterprise guidelines and/or social protocolsProgressive feedback to student, identifying gaps in competency and comments on positive development:Feedback from student on assessmentDateFeedback  Assessor initials: Date: Student initials:     (version control and page numbering required) Sunshine College BSB20107 Certificate II in BusinessH 0 óÀfM=hlh'z5CJOJQJ^J1jh'z5CJOJQJU^JaJmHnHu2j:h0t/h'z5CJOJQJU^JaJ&jh'z5CJOJQJU^JaJ#h}h'z5CJOJQJ^JaJh'z5CJOJQJ^Jh|'h'z5CJOJQJ^Jh'z5CJOJQJ^JaJ#hPNh'z5CJOJQJ^JaJ hh'zhh'zaJ hoaJ hc<aJH$Ifgd=l <<$Ifgd=l $Ifgd=l ^gd'z $ x^ a$gdc< 4$Ifgd=l kd$$Ifl\#  t0644 lap( 2 4 $Ifgd=l <<$Ifgd=l 0 2 4 6  Z _ v | 𽫜xgWC&hhc<56CJOJQJ^JaJhAhc<5OJQJ^JaJ h{hc<CJOJQJ^JaJ#hLhhc<5CJOJQJ^JaJ#h{hc<5CJOJQJ^JaJhc<5CJOJQJ^JaJ#hsghc<5CJOJQJ^JaJhc<5CJOJQJ^JaJ#hPNh'z5CJOJQJ^JaJ#hsgh'z5CJOJQJ^JaJh'z5CJOJQJ^JaJ4 6 2$Ifgd=l kd$$Iflo\#  t0644 lap( Y Z Y Z [ \ykd$$Ifl#  t 0644 lap ($Ifgd=l $Ifgdc<l     3 = R X Y Z [ a m n o y z ںxfYAf.jh0t/h'z5OJQJU^JaJh'z5OJQJ^JaJ"jh'z5OJQJU^JaJhc<5CJOJQJ^JaJh'z5CJOJQJ^JaJ#hPNh'z5CJOJQJ^JaJ#h!h'z5CJOJQJ^JaJhc<5CJOJQJ^JaJ hc<56CJOJQJ^JaJ&hhc<56CJOJQJ^JaJ"hhc<56OJQJ^JaJ[ n  0 X <<$Ifgd=l   . 0 2 F H J T V Z x z 0 v ƷhO=.=.=hc<5CJOJQJ^JaJ#hxhc<5CJOJQJ^JaJ1jh'z5CJOJQJU^JaJmHnHu2j h0t/h'z5CJOJQJU^JaJh'z5CJOJQJ^JaJ&jh'z5CJOJQJU^JaJ#hPNh'z5CJOJQJ^JaJhc<5CJOJQJ^JaJhpFh'z5OJQJ^JaJ"jh'z5OJQJU^JaJ-jh'z5OJQJU^JaJmHnHuX Z z f 9$$$<$IfgdHCPl kd~$$Ifl\Q$#+  t0644 lap KLMNOPQRSTUVWgklϽ{fZKhorhc<OJQJ^JaJhc<OJQJ^JaJ)h1hc<B*CJOJQJ^JaJph"hsUhc<56OJQJ^JaJhc<CJOJQJ^JaJ hVy*hc<CJOJQJ^JaJ h=A5hc<CJOJQJ^JaJ#hwhc<5CJOJQJ^JaJhc<5CJOJQJ^JaJ#hxhc<5CJOJQJ^JaJhc<5CJOJQJ^JaJ LMNPR9kd$$Ifl4w0#`   t0644 lap$<$Ifa$gdHCPl <$IfgdHCPl RTVW0kdK$$Ifl4r5 # 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