Precision Group

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Level 13, 269 Wickham St, Fortitude Valley 4006

Email: info@precisiongroup.com.au

Website: www.precisiongroup.com.au

© 2021 Precision Group (Australia)

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)

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Discuss and accomplish this section with your assessor before commencing then sign the confirmation at the end of this Agreement.

I understand that if there is any doubt in the authenticity of any piece of my assessment submission, I can be orally examined, and the signatory of evidence records may be contacted.

§  Critical thinking techniques

§  Creative thinking techniques

Questions 3 and 4 of this Short Answer Questions require you to refer to the simulated business, Bounce Fitness.

Bounce Fitness is a premier fitness provider with four centres across Australia. The business is currently preparing to launch its ‘Fitness in Maturity’ pilot program, which aims to encourage fitness in the ‘Over 55’ community groups.

You are the General Manager Human Resources of Bounce Fitness’ Head Office in Cairns, Queensland. The leadership team has observed significant impacts on operations and profitability during the last financial year due to the COVID-19 pandemic.State and territory governments now require all fitness businesses to adhere to new operating requirements and restrictions as conditions are expected to remain challenging.

Bounce Fitness must now determine an appropriate response to the following problems:

§  Ensuring the health and safety of staff and clients during everyday operations

§  Modifications to the ‘Fitness in Maturity’ pilot program to ensure adherence to additional COVID safety requirements

Identify at least one of each of the following for each workplace problem outlined:

§  Advantages in developing solutions

§  Risks in developing solutions

Answer the following questions about sources of information relevant to this workplace issue.

§  Identify at least two sources of information that can be accessed through desk research

§  Explain how information gathered from each source is relevant to Bounce Fitness’ workplace issue

Job Descriptions

https://bouncefitness.precisiongroup.com.au/people/job-descriptions/

Identify at least two relevant stakeholders that you can consult with in order to gather information relevant to the workplace issue.

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.

The Practical Assessments in this workbook include:

1.       Workplace Project Assessment

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.

2.       Workplace Practical Observation

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

IMPORTANT!

§  All signatures/initials in your submissions, including yours, must be handwritten and dated. Submissions with signatures/initials must be scanned.

§  The supervisor/observer who completes 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.

Thisassessment is divided into sixtasks:

§  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 complete 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.

§  Complete 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 complete 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.

IMPORTANT: Additional workplace resources may be required upon the contextualisation of this assessment.

Forms and Templates

Generic forms and templates are provided in the project tasks, unless otherwise specified. These can be accessed from the following link:

BSBCRT611 Forms and Templates

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

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:

o   Scope of your job role

o   At least one complex issue within the scope of your job role

o   At least two task objectives

o   At least two risks in trying to solve the complex issue

o   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.

Review Workplace Project Task 1 – Observation Form before starting this task. This form outlines all the practical skills you need to demonstrate to satisfactorily complete 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. This can include:

§  Job description

§  Roles and responsibilities document

§  Business plan

Use your workplace/organisation’s templatesfor the following to complete this task:

§  Problem scoping briefs

§  Feedback registers

To complete this task, you must:

§  Access and review the following information:

o   Consultation on at least one complex workplace issue conducted in Workplace Project Task 1

o   Organisational documents with information on each of the following:

·         Requirements for the development of:

–          Solution proposal briefs

–          Feedback registers

·         Requirements for the presentation of:

–          Solution proposal briefs

–          Feedback registers

·         Process for the approval of solutions for implementation

§  Research requirements applicable to the complex workplace issue that must be resolved.

Requirements must include:

o   Components of applicable legislative framework

Legislative framework refers to acts, regulations, standards and codes of practice that work together to provide a set of guidelines for workplaces to follow in order to adhere to legislative requirements.

Components can be related to the following:

·         Anti-discrimination

·         Fair work

·         Work health and safety

This can include:

·         Work health and safety policies and procedures

·         Conflict resolution policies and procedures

·         Business continuity policies and procedures

§  Develop a problem scoping brief with information on the problem-solving process for at least one complex workplace issue

This must include the following information:

o   At least one complex workplace issue to resolve

o   At least two task objectives relevant to the complex workplace issue

o   At least two risks in trying to solve the complex workplace issue

o   At least two resources required by the problem-solving process

o   Calculation of the cost of each resource required

o   At least one applicable legislative framework

o   At least one applicable organisational policy and procedures

o   Requirements for the development of each of the following:

·         Solution proposal briefs

·         Feedback registers

o   Requirements for the presentation of each of the following:

·         Solution proposal briefs

·         Feedback registers

o   Process for the approval of solutions for implementation

§  Develop a feedback register that you will use in Workplace Project Task 5 to systematically record stakeholder feedback on solutions for the complex workplace issue

• Resources you are required to access to complete the task.
• All criteria your submission must address to satisfactorily complete this task.

Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.

Review the template you will use to complete this task. If you are using a template from your workplace/organisation, discuss with your assessor to ensure that the template covers all requirements that apply to this task.

Submit the following to your assessor:

• Completed problem scoping brief
• Feedback register

Include any supplementary documents/sources used to create the problem-solving brief to your assessor, such as:

§  Organisational policies and procedures

§  Style guides

§  Organisational templates

You must also submit evidence of conducting research on the following information applicable to the complex workplace issue:

§  Legislative framework components

§  Organisational policy and procedures

2) Classify cost

3) Classify benefits

4) Allocate the financial value to the prices and aids

5) Develop or set a timeline for predictable costs and income

2) Use two-way communication

3) Comprehend the need of the spectators

(Duchenne, 2018)

2) Message

3) Receiver

4) Sender

(Duchenne, 2018)

Identify the title of the organizational policy and procedure relevant to solving the complex workplace issue.

1) Present final products

2) Inform employees in front of them

3) Take feedback

For conflicts:

1) Listen carefully

2) Conversation with other employees (Auchter, et al., 2018)

2) Use two-way communication

3) Comprehend the need of the spectators

4) Feedbacks

5) Message

6) Receiver

7) Sender (Auchter, et al., 2018)

2) Develop conflicts resolution

3) Develop a culture in the workplace (Nemeczek, et al., 2021)

2) Develop a communication plan

3) External operational communication

(Burgess, et al., 2021)

For communication problems develop an open communication plan.

(Nemeczek, et al., 2021)

Collect all feedback from the stakeholders and the workers is added to the register.

(Burgess, et al., 2021)

1) Collect feedback

2) Conduct an open communication plan

3) Save conflict reason

2) Approvers and their due dates

3) Allocate the work task

4) the First approver

5) Accept works

2) Team leader is Also a mentor and manages operational activities.

3) He is a problem solver in the organization.

4) Applying a timeline to attain targets.

5) Deputation tasks to team members.

6) To maximize their potential, he is leading the training of the members of the team. (Ilkhanizadeh, 2021)

2) He says that the strategy is game-changing and very effective for the current problems.

3) Team leader is truly impressed.

4) He suggests developing a communication plan.

2) He is liable for the hiring process and firing requests of the organization’s employees.

3) His role is to Generate organizational objectives.

4) He is liable for also Making serious decisions.

5) Manage department budgets.

6) He is responsible for Overseeing the employee performance.

7) Senior manager is liable for Owning strong practical computer skills.

(Ilkhanizadeh, 2021)

1) As he gives feedback by their response email in which he provides details like the implementation of the plan is good and he likes it.

2)  He likes the efforts which are done by our team.

3) Communication plan is very effective and because of that, he observes the changes, which are shown in the workplace.

4) Make a critical decision on the plan.

5) He also monitors the task which is developed by the manager.

2) He is liable for the growth of the organization.

3) He is responsible for Conducting the plan for the organization.

4) Manager is liable for organizing the plan.

5) He is liable for staffing the conducting plan.

6) Manager’s role is to direct the plan for the organization.

7) Now last but not least task is Controlling the task and plan which is developed by him.

2) Team leader is truly impressed.

3) He suggests developing a communication plan.

4) Communication plan is very effective and because of that, he observes the changes, which are shown in the workplace.

5) Make a critical decision on the plan.

6) He also monitors the task which is developed by the manager and the overall presentation is done.

By signing here, you confirm that feedback provided has been sufficiently addressed.

Relevant stakeholders refer to individuals or groups who are affected by the solution development process for the complex workplace issue.

You will be assessed on your practical skills to:

§  Present the problem scoping brief developed in Workplace Project Task 2

§  Lead the process for generating ideas for possible solutions to the complex workplace problem

§  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 facilitating the ideation session, you must review the problem-solving brief developed in Workplace Project Task 2.

Review Workplace Project Task 3 – Observation Form before starting this task. This form outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment.

Use your workplace/organisation’s template for problem-solving briefs to complete this task.

To complete this task, you must:

§  Review your organisation’s requirements for preparing solution proposal briefs

This requires you to access at least one organisational document with information on requirements, such as:

o   Style guide

o   Communication policy and procedures

o   Continuous improvement policy and procedures

§  Apply the decision-making process to select the most viable option from the possible solutions identified in WorkplaceProject Task 3

This must include:

o   Identifying what possible solutions are available

o   Using critical thinking techniques to evaluate the following for each possible solution:

·         At least one advantage

·         At least one limitation

o   Choosing among the possible solutions to determine the most viable option to take

§  Develop a solution proposal brief on the solution you chose.

• Resources you are required to access to complete the task.
• All criteria your submission must address to satisfactorily complete this task.

Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.

Review the template you will use to complete this task. If you are using a template from your workplace/organisation, discuss with your assessor to ensure that the template covers all requirements that apply to this task.

Submit the completed solution proposal brief. Include any supplementary documents/sources used to create the solution proposal brief, such as organisational documents with information on requirementsfor preparing solution proposal briefs.

Without pointing out flaws in each other.

This must include:

§   Step of the decision-making process affected by the identified barrier

§   How the barrier negatively affected the completed of the identified step of the decision-making process

We decided to make a communication plan but right now we are lacking with the adequate resources.

We decided to provide training related to the active listening but now we are thinking that we should provide this training in more effective manner.

Lack of time and adequate resources is making difficult for us in implementing the plan properly.

Key stakeholders refer to individuals or groups who are vital in the problem-solving process due to specialist insight and authority to provide approval for implementation.

You will be assessed on your practical skills to:

§  Present all information in the solution proposal brief developed in Workplace Project Task 2

§  Seek feedback from each key stakeholder on the solution proposal brief

To complete this task, you must record feedback from each key stakeholder in the feedback register developed in Workplace Project Task 2

Before presenting to key stakeholders, you must review the following:

§  Feedback register developed in Workplace Project Task 2

§  Solution proposal brief developed in Workplace Project Task 4

Review the following before starting this task:

• Workplace Project Task 5 – Assessor’s Checklist
• Workplace Project Task 5 – Observation Form

These forms outline the following:

• Resources you are required to access to complete the task.
• All criteria your submission must address to satisfactorily complete this task.
• All practical skills you need to demonstrate to satisfactorily complete the observation task.

You assessor will discuss these resources with you, and the criteria outlined in these forms prior to this assessment.

Submit the completed feedback register to your assessor.

We will take personality test and we will conduct questions related to it to increase open communication.

We will include some policies related to communication so that  equal rules can be followed by all to stop the problem of misunderstanding.

By signing here, you confirm that feedback provided has been sufficiently addressed.

To complete this task, you must:

§  Review the feedback register completed in Workplace Project Task 5 to determine what changes must be made to the solution proposal brief

§  Refine your solution proposal brief by making changes based on the feedback recorded in the feedback register

§  Submit the refined solution proposal brief to at least two key stakeholders to seek approval for the implementation of the solution to the complex workplace issue

These must be the same stakeholders that you sought feedback from in Workplace Project Task 5.

Review Workplace Project Task 6 – Assessor’s Checklist before starting this task. This form outlines the following:

• Resources you are required to access to complete the task.
• All criteria your submission must address to satisfactorily complete this task.

Your assessor will discuss these resources with you, and the criteria outlined in this form prior to this assessment.

Submit the refined solution proposal brief to your assessor.

You must also submit evidence of seeking required approvals for the refined solution proposal brief.

This must include:

§   Step of the decision-making process affected by the identified barrier

§   How the barrier negatively affected the completed of the identified step of the decision-making process

We then consulted with stake holders and gathered their feedback for further improvement in the actions that were needed to perform.

We implemented the session related to intercultural relations to solve personal issues between employees but the problem was lack of information plus first we will have to find a person who can handle this session (Charalambous&Rampton, 2012).

And due to this it will take some time to get implemented.

From – Manager

Date – 05/07/2022

Sub- Permission for implementing the refined solution proposal

Sir,

According to our meeting and the feedback provided by you both, I made a solution proposal.

And now I want the permission regarding its implementation.

To kindly go through it and suggest some changes if required and give me the permission to implement it.

Your assessor will review your submissions against the checklist below. This section is to be completed by your assessor.

Specify evidence submitted:

Only if direct observation is not possible.

o   Solution proposal briefs

Specify evidence submitted:

o   Feedback registers

Specify evidence submitted:

o   Solution proposal briefs

Specify evidence submitted:

o   Feedback registers

Specify evidence submitted:

Specify evidence submitted:

§  Legislative framework components

§  Organisational policy and procedures

Specify evidence submitted:

Only if direct observation is not possible.

Specify evidence submitted:

Only if direct observation is not possible.

Specify evidence submitted:

This section is to be completed by your assessor.

You have the right to appeal the outcome of your assessment.

¨ Not Yet Competent