The Practical Assessment is a set of tasks that must be in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work. 

To be assessed for this unit of competency, you must demonstrate your skills and knowledge to apply critical thinking in order to develop solutions to complex issues arising in the workplace. 

A series of tasks assessing the learner's practical knowledge and skills relevant to the unit of competency. This includes the learner completing workplace documents or similar as evidence of competent performance.

 

A set of assessment tasks where the learner must demonstrate practical skills relevant to the unit of competency. These skills are to be demonstrated while being observed by the assessor

• All signatures/initials in your submissions, including yours, must be handwritten and dated. Submissions with signatures/initials must be scanned.
•  
• The supervisor/observer who and signs your evidence submissions must provide their real name, contact number, and email address for your assessor's reference.
•  
• Should you encounter issue or concerns regarding your assessment, contact your assessor.

 

This assessment is divided into six tasks:

• Task 1: Scope Complex Work Issue
• Task 2: Problem Scoping Brief and Feedback Register
• Task 3: Facilitate Ideation Session
• Task 4: Solution Proposal Brief
• Task 5: Present Solution Proposal Brief
• Task 6: Refine and Submit Solution Proposal Brief

This project requires you to the assessment tasks in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work.

Each task comes with a set of instructions. You are to follow and perform these instructions while being observed by the assessor and/or submit any required documentation as evidence of task completion.

Before starting this assessment, your assessor will discuss with you these tasks, including instructions, resources, and guidance for satisfactorily completing them.

You are required to:

• the tasks within the time allowed, as scheduled in-class roll.
• Identify and scope details of at least one complex issue in the workplace for resolution.
• Develop a problem-solving brief with information on the problem-solving process.
• Facilitate ideation session with at least two relevant stakeholders to determine at least two possible solutions
• Evaluate identified possible solutions to determine the most viable option to take
• Present and seek feedback on solution proposal brief
• Refine solution proposal brief and seek necessary approvals for implementation

Resources Required for Assessment

Resources you need to access to the project assessment are outlined in the Resources Required for Assessment section of this workbook, and in the corresponding Assessor's Checklist and/or Observation Form of each task.

 

Discuss each requirement with your assessor before commencing with each task. They will organise the resources required for this assessment

 

If you are currently in a workplace, use similar workplace templates and forms used by your organisation to each assessment task.

Discuss with your supervisor and your assessor first to ensure that the forms/templates you will use cover all criteria required by each assessment task.

Review these forms and templates with your assessor before starting the task.

 

Task 1: Scope Complex Workplace Issue

 

Your assessor will observe you as you consult with at least two relevant stakeholders to determine the scope of at least one complex workplace issue.

Relevant stakeholders refer to individuals or groups who have relevant information on and are affected by the workplace problem.

You will be assessed on your practical skills to:

• Consult with at least two relevant stakeholders to scope at least one complex workplace issue

During the consultation, you must discuss the following information:

• Scope of your job role
• At least one complex issue within the scope of your job role
• At least two task objectives
• At least two risks in trying to solve the complex issue
• At least two resources required to determine a solution for the issue
• Use communication techniques to identify requirements as appropriate to the audience and environment
• Use listening and questioning to elicit the views and opinions of relevant stakeholders

Before consulting with at least two relevant stakeholders, you must review at least one organisational document with information on the scope of your job role.

This form outlines all the practical skills you need to demonstrate to satisfactorily this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment.

After completing this task, submit the organisational document you reviewed with information on the scope of your job role.

•