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RPL Assessor KitVersion 1: November 2009

Please note that this RPL Assessor Kit contains only selected units of competency contained within Certificate IV to Diploma level units of competence

in the BSB07 Business Services Training Package

BSB07Business Services Training Package

The State of Queensland (Department of Education and Training) 2009

Copyright protects this material. Except as permitted by the Copyright Act 1968 (Cth), reproduction by any means (photocopying, electronic, mechanical, recording or otherwise), making available online, electronic transmission or other publication of this material is prohibited without the prior written permission of the Department of Education and Training.

Reproduction, communication, modification and adaptation of this material by Queensland TAFE Institutes, Statutory TAFE Institutes and Queensland State Schools for their educational purposes is permitted.

Inquiries should be addressed to the Executive Director, Legal and Administrative Law Branch, GPO Box 15033, Brisbane City East, QLD, 4002

This work has been produced with the assistance of funding provided by the Queensland Government.

Disclaimer

The Department of Education and Training has used its best endeavours to ensure that this product is correct and current at the time of publication, but does not give any warranty nor accept any liability in relation to the contents. If any law prohibits the exclusion of such liability, the Department limits its liability to the extent permitted by law.

This RPL Assessor Kit is available free of charge athttp://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/rpl/assessor_kits.html#temp

**The Department of Education and Training considers any enhancement which amounts to a modification of 10% or more of the material, to be significant.

http://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/rpl/assessor_kits.html#temp

http://www.vetpd.qld.gov.au/teaching_learning_and_assessment/resources/rpl/assessor_kits.html#temp

RPL Assessor KitBSB07 Business Services Training Package

HOW TO USE THIS RPL ASSESSOR KIT

This RPL Assessor Kit is divided into sections to allow you to easily access only those sections you require at any given time. These sections are:

SECTION A – Assessor Information

You need to read this information before conducting an assessment. It outlines the intent and processes surrounding this RPL assessment and how it differs from assessment undertaken following formal training.

SECTION B – Candidate Information and Application Forms

You give this information to the candidate. It tells them about the assessment process as well as containing simple forms for the applicant to fill out. From the information provided by the candidate on these forms, you will be able to gain a general understanding of the skills and experience the candidate may have, as well as potential referee contacts.

SECTION C – Competency Conversation

You use this section to determine and record candidate competence via a competency conversation. In other words, these questions guide your conversation with the applicant and assist in your assessment of their competence. The notes you take about this conversation are important evidence for assessment.

SECTION D – Practical Tasks and Observation Recording Sheets

You use this section to assess competencies through a practical demonstration of the candidate’s skills. It contains practical tasks/scenarios on the outcomes required to determine competency and a place to record your observation. The notes you take are important evidence for assessment.

SECTION E – Resources for Practical Tasks

You use this section to access required resources for performing practical tasks and scenarios.

SECTION F – Third Party Verification

You give this section to the referees to confirm the candidate’s skills and experience in this qualification/occupation. The referees may fill out the appropriate form and return to you to confirm your judgement. You may be able to complete this part of evidence gathering in person while at the workplace.

SECTION G – Assessment Tables

You use this table as a reference tool to see at a glance how units/elements of competency are assessed within the tool. All the elements and performance criteria within the competency units are cross-matched in this table with a corresponding assessment question/task/scenario. This allows you to validate the assessment process against the qualification.

Editable Version of 157


SECTION AAssessor Information

It is VITAL you read this information prior to commencing your RPL assessment. It provides generic information on assessment, as well as an overview of this streamlined RPL assessment process.



ADVICE FOR ASSESSORS

This RPL Assessor Kit streamlines the RPL assessment process for BSB07 Business Services Training Package by taking a practical approach to RPL and increasing the use of on-site questioning and observation. This will assist in developing a “picture of the candidate’s skills and knowledge”. This picture can then be compared with industry standards enabling a determination of whether the candidate has achieved the required outcomes.

IMPORTANT ASPECTS TO REMEMBER:

A sound knowledge of assessment and the individual units is essential

It is important to have a good understanding of the competencies and qualification/s appropriate to the candidate’s goals.

Assessing a single unit of competency is rarely cost or time effective. Where possible, effort should be made to assess several units at the same time taking advantage of any commonality in content. This means looking at the whole picture of a particular job role as it happens in industry and assessing holistically. This saves valuable time in the assessment process.

Assessment involves judgement

This tool encourages the use of a “competency conversation” to maximise the candidate’s opportunities to demonstrate competence. This is NOT an oral exam. It is about using the two or three holistic questions provided to start a conversation with the candidate which draws out their actual individual experiences and relevant skills. In other words, it is about the assessor probing the candidate through a conversation to draw out further information on the candidate’s experience which may not be forthcoming due to nerves or confusion over technical terminology.

The tool also provides observable tasks to allow candidates to demonstrate skills.

Authentication/verification is integral to RPL assessment

It is critical information gleaned from the interview and observation be confirmed with those who can vouch for the candidate’s skill over time. Supervisors would generally perform this role. Authentication may also be done through conversation but it cannot be stressed enough that it is essential assessors take careful notes to back up and record their judgement.

Recording assessment is critical

Keep careful records of all aspects of conversations, skills demonstration or documentation viewed that support the claim of prior learning. Remember – the record is the document that makes sense of the assessment and why a particular judgment was made. Keeping detailed notes about the candidate’s response is vital, as is the rationale for judgement.

The assessment record is a legal document and must be signed, dated and stored according to requirements of the State Training Authority and the AQTF Standards for Registered Training Organisations.

Assessor summaries and other quality assurance documentation from your own Registered Training Organisation will also be required. For examples of assessment summary documentation, please see Assessment Guide Number 1: Training Package Assessment Materials Kit:http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm


http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm



To access further information on the principles assessment and dimensions of competency, you can visit Assessment Guide Number 1: Training Package Assessment Materials Kit.http://resourcegenerator.gov.au/loadpage.asp?page=TPAGGuide01.htm

To access further information on the Australian Qualifications Framework, you can visit:http://www.aqf.edu.au/

Employability Skills

Assessment of a candidate’s employability skills should be integrated into the assessment of their technical skills and knowledge. Where possible, employability skills have been embedded within the bank of questions and practical assessment tasks in this RPL Assessor Kit. Therefore, assessors should make and document holistic judgements about a learner’s attainment of employability skills as part of the RPL assessment. For more information about the employability skills requirements for particular qualifications, refer to the training package.

To access further general information on employability skills, refer to Employability Skills: From framework to practice, at: http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf


http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf

http://www.training.com.au/documents/Employability%20Skills_From%20Framework%20to%20Practices.pdf

http://www.aqf.edu.au/




COMPETENCIES IN THIS RPL ASSESSMENT TOOL

Unit Code Unit Title Questions PracticalBSBADM503B Plan and manage conferences BSBADM504B Plan or review administration systems BSBADM506B Manage business document design and

development

BSBCUS401A Coordinate implementation of customer service strategies

BSBFIA401A Prepare financial reports BSBFIM501A Manage budgets and financial plans BSBFIM502A Manage payroll BSBHRM401A Review human resources functions BSBHRM402A Recruit, select and induct staff BSBHRM501A Manage human resources services BSBHRM506A Manage recruitment selection and induction

processes

BSBHRM510A Manage mediation processes BSBINM401A Implement workplace information system BSBINM501A Manage an information or knowledge

management system

BSBITB501A Establish and maintain a workgroup computer network

BSBLED401A Develop teams and individuals BSBLED501A Develop a workplace learning environment BSBLED502A Manage programs that promote personal

effectiveness

BSBMGT402A Implement operational plan BSBMGT403A Implement continuous improvement BSBMGT404A Lead and facilitate offsite staff BSBMGT502B Manage people performance BSBMGT515A Manage operational plan BSBMKG402B Analyse consumer behaviour for specific

markets

BSBMKG502B Establish and adjust the marketing mix BSBOHS509A Ensure a safe workplace BSBPMG401A Apply project scope management techniques BSBPMG402A Apply time management techniques BSBPMG403A Apply cost management techniques BSBPMG404A Apply quality management techniques BSBPMG405A Apply human resources management

approaches

BSBPMG406A Apply communications management techniques

BSBPMG407A Apply risk management techniques BSBPMG408A Apply contract and procurement procedures BSBRSK401A Identify risk and apply risk management

processes

BSBSUS501A Develop workplace policy and procedures for sustainability

BSBWOR502A Ensure team effectiveness BSBWRK509A Manage industrial relations



OVERVIEW OF RECOGNITION PROCESS

This kit has been developed to streamline the application for recognition of prior learning.


GAP TRAINING (ONLY IF

REQUIRED)

APPLICATION

PRACTICAL ASSESSMENT

COMPETENCY CONVERSATION

INTERVIEW and DOCUMENT REVIEW

ISSUE STATEMENT OF ATTAINMENT/

QUALIFICATION – RTO


RPL ASSESSMENT PROCESS FLOWCHART FOR ASSESSORS


Step 1:Analyse the application.

Identify links between any documents applicant provides

and competency units.Identify any key questions for

competency conversation.

Step 5:Identify any practical activities required to confirm competency

Observe practical activity

Step 7:Identify areas where 3rd party

verification is needed and inform candidate.

Confirm / Verify 3rd party reports

Step 3:Conduct competency

conversation

Step 2:Record results of analysis in table

at end of application

Step 4:Complete the Record of

Conversation sheets during the competency conversation

Step 6:Complete Practical Assessment

Tasks Observation Sheets

Step 8:Receive completed Third party

reports

Complete assessment sign off and file documentation.Advise of gap training as appropriateIssue Statement of Attainment/Qualification

Assessment Activity Record keeping Activity

Remember RPL assessment is an accumulative process of collecting evidence


STEPS IN THE RPL PROCESS

1. Complete application

The candidate completes the application forms in SECTION B. It is important candidates provide as much information of their previous experience in the business sector as is available.

Documents that may be available include but are not limited to:

any licences brief CV or work history certificates/results of assessment indentures/trade papers certificates/results of assessment – interstate/overseas certificates/results of assessment – universities results/statement of attendance/certificates – vendor training courses, in-house

courses, workshops, seminars, symposiums results/statements of attendance/ certificates – club courses e.g. first aid, officials, surf

life saving, etc tickets held eg forklift, crane, etc photographs of work undertaken diaries/task sheets/job sheets/log books site training records site competencies held record membership of relevant professional associations hobbies/interests/special skills outside work references/letters from previous employers/supervisors industry awards any other documentation that may demonstrate industry experience

Candidates also need to provide contact details for one or two referees who can confirm their industry skills in context and over time.

To have skills formally recognised under the Australian Qualifications Framework, you must ensure the candidate’s skills meet industry standards.

2. Interview about candidate’s documentary information

Review the information provided by the candidate and arrange a time for both you and the candidate to discuss. Begin alignment of documentation and skills to the following qualifications:

BSB07 Business Services Training PackageCertificate IV to Diploma

The candidate will have the opportunity to discuss and identify previous experience with you. The available documents are step one in collecting information and you will need to determine which units of competency, if any, are fully covered at this stage. You use your own or your RTO’s assessment recording forms to record this stage of the assessment.

There may be instances where the candidate has little, or no, documentary information of industry experience. This is not a barrier to gaining recognition. This will just require you to rely on the questioning, practical assessment and referee validation phases of the RPL process.



3. Questions for the Competency Conversation

The bank of questions in SECTION C is the next phase in collecting evidence for the RPL process. The questions are designed to enable you to have a “competency conversation” with the candidate to further gain evidence of their past experience. REMEMBER, the primary focus is on the candidate’s experience.

Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise the question to the candidate’s particular work situation. The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. You should read the “industry requirements” of each competency before the candidate answers the questions posed. You may also target the assessment to those aspects that present the greatest risk in the industry. Questions are aligned with the relevant unit/s of competency in SECTION G.

It is not intended every question for all competencies is asked, only those competencies the initial interview about the candidate’s documentary evidence has failed to fully address. The question bank covers most but not all units in the kit. Units without questions are covered in the practical assessment/scenario section.

4. Practical assessment tasks

It is important that you use both Steps 3 (Questioning) and 4 (Practical Assessment) in doing this assessment. The RPL process is a streamlined RPL process which does not rely solely on practical assessment but uses a combination of questioning and practical to provide evidence of candidate competence.

This is the third phase in collecting evidence. A practical skills test is then conducted by you at the candidate’s workplace or another suitable venue. Appropriate permission must be sought before entering workplaces.

This is a further opportunity for candidate to demonstrate competence. It is expected the practical assessment will comprise only those competencies the candidate is still unable to demonstrate knowledge/experience in after documentary review and questioning have been applied. These assessments contain the practical skills and application of knowledge for the qualification. A number of holistic practical assessments are included in this kit (SECTION D) to assist you with tasks suitable for observation on the job.

You decide if the response to questions and practical assessment tasks fulfils the requirements of the standard and may choose to pursue the issue further for a determination to be made. The assessment is a conversation/observation, not an exam, and you are encouraged to assist candidates to focus responses toward relevant issues.

Assessing through observation and questioning, particularly on the job, will speed up and streamline the RPL assessment process.

NOTE: Where candidate’s documentation and questions meet the assessment requirement, it is still strongly recommended the candidate undertake one practical assessment so you are confident in making a judgement of “competent”. The practical assessment selection should be negotiated between you and the candidate.

Recording sheets for candidate information, questioning and the practical assessments have been included in SECTION D. You may use other recording mechanisms provided these also keep a



complete record of assessment and justification of judgement. Candidate responses, observations of skills demonstrated and documents presented as evidence must be noted in enough detail so anyone external to the process (e.g. a fellow assessor, auditor, lawyer, etc) can read the record and retrace your judgement.

5. Gap training

RPL is an assessment process designed to show areas of competence and to identify IF a candidate has gaps in skills and knowledge against a whole qualification.

Not all candidates will have skill/knowledge gaps.

If a candidate has skills gaps, a pathway to complete training in the outstanding units can be negotiated to assist the client to gain the full qualification.



EVIDENCE REVIEW

Recognition of prior learning outcomes (both Granted and Not Granted) are now funded nationally and as such will be included in National AVETMISS audits. NCVER have stipulated evidence recording requirements for RPL assessments as a minimum requirement for passing an AVETMISS audit. The following “Evidence Review” proforma has been approved by NCVER as covering AVETMISS audit requirements for RPL recorded outcomes. It also gives you an opportunity to track a student’s assessment progress at a glance.

It is expected that this “Evidence Review” summary sheet (or similar) would be attached to each participant’s evidence compiled during the RPL assessment process.

(Place a tick in the appropriate evidence collection method column for each unit of competency. Place a line through those units not examined as part of this RPL assessment.)

Unit Code Unit Title

Que

stio

ns

Prac

tical

Doc

umen

ts

3rd P

arty

R

epor

t

Oth

er

evid

ence

BSBADM503B Plan and manage conferences

BSBADM504B Plan or review administration systems

BSBADM506B Manage business document design and development


BSBFIA401A Prepare financial reports

BSBFIM501A Manage budgets and financial plans

BSBFIM502A Manage payroll

BSBHRM401A Review human resources functions

BSBHRM402A Recruit, select and induct staff

BSBHRM501A Manage human resources services

BSBHRM506A Manage recruitment selection and induction processes

BSBHRM510A Manage mediation processes

BSBINM401A Implement workplace information system

BSBINM501A Manage an information or knowledge management system


BSBLED401A Develop teams and individuals

BSBLED501A Develop a workplace learning environment

BSBLED502A Manage programs that promote personal effectiveness

BSBMGT402A Implement operational plan

BSBMGT403A Implement continuous improvement

BSBMGT404A Lead and facilitate offsite staff



Unit Code Unit Title

Que

stio

ns

Prac

tical

Doc

umen

ts

3rd P

arty

R

epor

t

Oth

er

evid

ence

BSBMGT502B Manage people performance

BSBMGT515A Manage operational plan

BSBMKG402B Analyse consumer behaviour for specific markets

BSBMKG502B Establish and adjust the marketing mix

BSBOHS509A Ensure a safe workplace

BSBPMG401A Apply project scope management techniques

BSBPMG402A Apply time management techniques

BSBPMG403A Apply cost management techniques

BSBPMG404A Apply quality management techniques

BSBPMG405A Apply human resources management approaches


BSBPMG407A Apply risk management techniques

BSBPMG408A Apply contract and procurement procedures

BSBRSK401A Identify risk and apply risk management processes


BSBWOR502A Ensure team effectiveness

BSBWRK509A Manage industrial relations

Assessor’s Name:

Assessor’s Signature:

Date:



SECTION B

Candidate Information and Application Forms

You give this information to the candidate for them to read about the RPL process and to complete the appropriate forms.



WHAT DOES IT MEAN TO BE RECOGNISED IN THE BUSINESS SECTOR

The BSB07 Business Services Training Package contains 63 qualifications across a range of qualifications. The Business Services industry provides the core business skills and knowledge required for high performing workplaces, competitive advantage and business success. The industry comprises a large array of small, medium and large enterprises including multinationals and franchises.

The qualification structure has been designed to provide flexibility to accommodate a wide variety of industry contexts and to suit individual enterprise requirements. An added feature of the qualifications in BSB07 is that suggested electives are provided for some qualifications to achieve different vocational outcomes.

The Business Services includes cross - industry occupations and services supporting thecommercial activities of businesses and other organisations including functions related toadvertising, accounting, business communication, human resources, management, legalwork, market research, sales and marketing, secretarial and technology applications. It also includes a focus on more specialised functions such as franchising, project management and OHS practitioner work.

This environment requires individuals who use well-developed skills and a broad knowledge base in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.

Job RolesJob roles and titles vary across different industry sectors. Possible job titles relevant to this sector might include:• Project Officer • Medical Records Officer• Small Business Manager• Office Administrator• Accounts Supervisor• Executive Personal Assistant

“If you are doing these roles in your job, then don’t write off your skills – consider getting them recognised.”



TIPS AND HINTS TO HELP YOU PREPARE FOR RECOGNITION

To have skills formally recognised in the national system, assessors must make sure you have the skills and knowledge to meet the industry standard. This means you must be involved in a careful and comprehensive process that covers the content of all unit/s or qualification/s you can be recognised for.

Assessment happens in a variety of ways. Being prepared can save you valuable time and hassle and make the recognition process stress-free for you.

Here are some tips and hints for you:

1. Be prepared to talk about your job roles and your work history. Bring a resume or jot down a few points about where you have worked, either paid or unpaid, and what you did there.

2. Bring your position description and any performance appraisals you have from any business, shops or facilities you have worked in.

3. Consider the possibilities for workplace contact. Are you in a workplace that is supporting your goals to get qualified? Would you feel comfortable to have the assessor contact your workplace or previous workplaces so your skills can be validated?

4. Think about who can confirm your skill level. Think about current or recent supervisors who have seen you work in the past 18 months and will be able to confirm your skills. The assessor will need to contact them. You may also have community contacts or even clients themselves who can vouch for your skills level.

5. Collect any certificates from in-house training or formal training you have done in the past.

6. You can speak with your training organisation about other ways you can show your skills in business. These could be letters from employers, records of your professional development sessions, employers or clients in related industries or government agencies, acknowledgements, workplace forms (as long as they don’t show client details) or other relevant documents.



STEPS IN THE RPL PROCESS

Step 1 – Provide information of your skills and experience

Complete the attached forms and provide as much information of your previous experience in the business environment as you can. This is your first opportunity (and not the last) to provide proof of your variety of experience in the industry. Here you can supply examples of your work history which could include:

General employment documents

brief CV or work history position descriptions certificates/results of assessment details of in house courses, workshops, seminars, orientation or induction sessions references/letters from previous employers/supervisors

Workplace documents any licences brief CV or work history certificates/results of assessment indentures/trade papers certificates/results of assessment – interstate/overseas certificates/results of assessment – universities tickets held eg forklift, crane, etc photographs of work undertaken diaries/task sheets/job sheets/log books site training records site competencies held record membership of relevant professional associations hobbies/interests/special skills outside work references/letters from previous employers/supervisors industry awards any other documentation that may demonstrate industry experience

Depending on the industry you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL as the Assessor will work with you during the RPL process.

You will also need to supply contact details of one or two work referees who can confirm your skills in the industry.

Step 2 – Conversation with Assessor

An assessor will review the information you have provided (usually with you) and begin to match up your skills to the units/subjects in the qualification. At this point, you will have the opportunity to discuss and identify your previous experience with the assessor who will understand your industry experience and conduct a competency conversation with you. You will be required to answer business related questions to identify your current skills.



Step 3 – Practical demonstration of your skills

The assessor will conduct a practical skills test at your workplace (if appropriate) or at another suitable venue. This, again, is an opportunity to demonstrate your level of competence. This assessment will be focussed on skills that are required in the qualification. Your assessor will identify the skills that he/she will want you to demonstrate.

Further steps

After the assessment, your assessor will give you information about the skills that have been recognised and whether you have gained the full qualification. If you do have skill gaps, these may be addressed through flexible training.



APPLICATION – Self Assessment Questionnaire

Candidate Name: Date Completed:

Please identify your level of experience in each competency.

Unit Code Unit Title I have performed these tasksFrequently Sometimes Never

BSBADM503B Plan and manage conferences

BSBADM504B Plan or review administration systems

BSBADM506B Manage business document design and development


BSBFIA401A Prepare financial reports




BSBHRM402A Recruit, select and induct staff

BSBHRM501A Manage human resources services

BSBHRM506A Manage recruitment selection and induction processes

BSBHRM510A Manage mediation processes

BSBINM401A Implement workplace information system

BSBINM501A Manage an information or knowledge management system


BSBLED401A Develop teams and individuals

BSBLED501A Develop a workplace learning environment

BSBLED502A Manage programs that promote personal effectiveness


BSBMGT403A Implement continuous improvement

BSBMGT404A Lead and facilitate offsite staff

BSBMGT502B Manage people performance

BSBMGT515A Manage operational plan

BSBMKG402B Analyse consumer behaviour for specific markets

BSBMKG502B Establish and adjust the marketing mix

BSBOHS509A Ensure a safe workplace

BSBPMG401A Apply project scope management techniques

BSBPMG402A Apply time management techniques

BSBPMG403A Apply cost management techniques



Unit Code Unit Title I have performed these tasksFrequently Sometimes Never

BSBPMG404A Apply quality management techniques

BSBPMG405A Apply human resources management approaches


BSBPMG407A Apply risk management techniques

BSBPMG408A Apply contract and procurement procedures



BSBWOR502A Ensure team effectiveness

BSBWRK509A Manage industrial relations

Candidate Signature: Date:



RPL APPLICATION FORM

Applicant Details:

1. Occupation you are seeking recognition in

2 Personal Details

Surname

Preferred Title (Mr, Mrs, Ms, Miss)

First Name/s

Any other name used

Home Address

Postal address if different from above

Telephone Numbers Home: Work:

Mobile: Fax:

Date of Birth / /

Gender MALE / FEMALE Age

Are you a permanent Resident of Australia

YES / NO

3 Current Employment

Are you currently employed?

If Yes, in which occupation are you currently employed?

Who is your current employer?

YES / NO

………………………………………………………

……………………………………………………….

4. Armed Forces details (If Applicable)

Branch of Service

Trade classification on discharge



5. Further Training

Have you undertaken any training courses related to the occupation applied for?

YES / NO

If Yes

What occupation were you trained in?

Training completion Date (month, year)

Country where you trained

Name of course and institution (if applicable)

6. Is there any further information you wish to give in support of your application

7. Professional Referees (relevant to work situation)

Name

Position

Organisation

Phone Number

Mobile Number

Email Address

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

Name

Position

Organisation

Phone Number

Mobile Number

Email Address

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………

……………………………………………………………………



APPLICANT EMPLOYMENT HISTORY FORM

Name, Address and Phone number of

Employers

Period of Employment(DD/MM/YYYY)

Position Held Full Time Part-time Casual

Description of Major Duties

From To

1.

2.

3.

4.

Attach additional sheet if required

If you are including documents in your application, please provide a brief description below

Document Description(e.g. resume, photos, awards etc)

Office Use Only – Assessor to use this section to align documents to specific units of competency and identify key questions for competency conversation

Declaration

I declare that the information contained in this application is true and correct and that all documents are genuine.

Candidate Signature: Date



SECTION C

Competency ConversationThis section assists the assessor in documenting the competency conversation.

Do NOT give this section to the candidate.

Once you have assessed the candidate’s documentary information and determined which competencies you still require more information/evidence on, you use the question bank and Record of Conversation sheets in this section to document evidence of past experience. It is not intended that every question for all competencies be discussed during the conversation, only those competencies the initial documentary review has failed to fully address.

Each question has “key points” to look for in responses. You may use the list of key points to formulate questions of your own if you wish, or contextualise or rephrase the suggested question to the candidate’s particular work situation. The questions are not intended to be a formal ‘script’ for the assessor to follow, but to provide guidance in exploring the range of the candidate’s skills, knowledge and experience in performing a particular task or function.

The Record of Conversation sheets indicate relevant content that should be sought. Place a tick next to each key point as you hear this topic being discussed during the conversation. In doing so, you are making a statement of fact about what you hear the candidate say during the competency conversation. Use the Comments section to provide further detail about the context of the discussion or briefly outline any examples discussed by the candidate. You may also use the Comments section to make a brief analysis of the responses or summary judgements about the quality of the candidate’s responses in relation to the requirements of the competency standard.

Remember, the notes you take about this conversation are important evidence and should be retained in the candidate’s assessment record.



QUESTION BANK

Note to Assessors: Refer to “Record of Conversation” sheets

Unit of Competency

Question

BSBADM503BPlan and manage conferences

Question 01: Discuss the conferences you have been involved in and how you planned and managed them.

Question 02: What kind of information is required in order to successfully prepare for the planning of a conference?

Question 03: What are the best methods of communication? And how do you promote the event?

Question 04: What kind of contingency situations do you need to prepare for?

BSBADM504BPlan or review administration systems

Question 05: How do you identify requirements or modifications to the administration system?

Question 06: What do you do to support system implementation?

Question 07: How do you identify improvements to the system?

BSBADM506BManage business document design and development

Question 08: What is the procedure for developing documents within your organisation?

Question 09: How do you manage the design and production process of the documents?

Question 10 How do you ensure that standards are followed in relation to use of documentation?

Question 11 What strategies are in place to provide continuous improvement in the standard of documentation?

BSBCUS401ACoordinate implementation of customer service strategies

Question 12: Discuss a recommendation you made to management to improve on meeting customer needs. What methods did you use to assess customer needs?

Question 13: Outline your organisations Customer Service Standard. How do you monitor how effectively the Standard is applied in the workplace?

Question 14: How does your organisation promote and encourage good customer service?

BSBFIA401APrepare financial reports

Question 15: What types of period end adjustments have you calculated and processed. Explain why each of these is necessary.

Question 16: Briefly outline the steps you have taken to produce a) Profit and Loss statement, b) Balance Sheet.

Question 17: How did you detect and rectify errors arising during the preparation of the Balance Sheet?

Question 18: Briefly outline the procedure for you followed in maintaining an asset register?



Unit of Competency

Question

BSBFIM501AManage budgets and financial plans

Question 19: Describe your organisation’s financial planning and budgeting cycle. Question 20 Give some specific examples of contingency plans that you or your team

prepare in the event that initial plans, targets, budgets or KPIs need to be varied to maintain financial objectives.

Question 21 Describe your team’s processes for monitoring and reporting income, costs and expenditures to identify cost variations and expenditure overruns and to control costs.

Question 22 Describe how your team collects, collates and analyses information on the effectiveness of financial management processes within the work team.

Question 23 How does your enterprise implement systems changes, and how do you know that they are effective?

BSBFIM502AManage payroll

Question 24: What procedures do you follow in managing payroll?

Question 25: How is the payroll data prepared?

Question 26: What is the procedure for authorising payment of salaries/wages?

Question 27: How do you administer the records relating to payroll?

BSBHRM401AReview human resources services

Question 28: What are your roles and responsibilities as a human resources practitioner in your organisation?

Question 29: What are the procedures for reviewing human resources policies within your organisation?

Question 30: What is your role in the development and documentation of recommendations to policy?

BSBHRM402ARecruit, select and induct staff

Question 31: How do you establish and maintain personnel needs in relation to an event?

Question 32: What are important considerations when developing job specifications?

Question 33: Describe the process you follow to recruit staff, including assessing and selecting applicants.

BSBHRM501AManage human resources services

Question 34: How do you determine strategies for delivery of human resources services in your organisation?

Question 35: How do you manage the delivery of human resources services in your organisation?

Question 36: How do you monitor and evaluate the delivery of human resources services in your organisation?

Question 37: How do you plan and implement a coordinated approach to human resources functions across your organisation?

BSBHRM506AManage recruitment selection and induction processes

Question 38: How are policies and procedures relating to recruitment selection developed within your organisation?

Question 39: How do you recruit and select staff within your organisation?

Question 40: What is the process for managing the induction of staff within your organisation?



Unit of Competency

Question

BSBHRM510AManage mediation processes

Question 41: How do you determine the mediation requirements within the organisation?

Question 42: How do you establish guidelines for mediation with stakeholders?

Question 43: What steps do you follow in preparing for mediation?

Question 44: What is your process for reaching settlement of a dispute?

Question 45: How do you assess the effectiveness of the mediation process?

BSBINM401AImplement workplace information system

Question 46: How have you determined the information needs for your business and acquired this information?

Question 47: What experience have you had in implementing business management systems including technology based systems?

Question 48: How do you ensure the success of business plans and budgets in your area of business operations?

BSBINM501AManage an information or knowledge management system

Question 49 Describe the information or knowledge management systems used by staff within your workplace.

Question 50 How do you identify the learning needs of relevant personnel in the use of an information or knowledge management system?

Question 51 How do you organise and facilitate the learning needs of relevant staff within the organisation?

Question 52 How do you determine the effectiveness of the system’s contribution to business and operational plans?

BSBITB501AEstablish and maintain a workgroup computer network

Question 53: How do you determine current and future network requirements?

Question 54: How do you determine your selection of a network system?

Question 55: How do you manage maintenance of a workgroup network?

Question 56: How do you implement training for staff in use of the network?

BSBLED401ADevelop teams and individuals

Question 57: Discuss a learning plan you have been involved in developing for yourself or a member of your team. How were the learning and development requirements of the individual identified?

Question 58: How have you ensured learning activities meet the identified needs?

Question 59: Explain the monitoring process your organisation uses to assess learning outcomes are met.

BSBLED501ADevelop a workplace learning environment

Question 60: Describe the processes that you use to identify and provide access for people in your team to participation in internal or external learning opportunities

Question 61: What strategies do you use to help team members develop their workplace knowledge, skills and attitudes, and encourage them to share their skills and knowledge with others in the team?

Question 62: How do you monitor or assess individual and team learning to determine effectiveness and identify any appropriate additional work-based support?

Question 63: Describe your organisation’s systems and procedures to record and report on training completions, status and competency



Unit of Competency

Question

BSBLED502AManage programs that promote personal effectiveness

Question 64: How do you gather information on employee health issues?

Question 65: How do you develop a plan to improve the health and wellbeing of employees?

Question 66: What techniques do you use to monitor and evaluate an employee health program?

BSBMGT402AImplement operational plan

Question 67: In your experience, what are the important factors in implementing an operational plan?

Question 68: Give examples of how you have successfully implemented operational plans for a business, department or section.

Question 69: How have you determined the human resource and other physical resource requirements for your business needs and acquired these resources?

Question 70: Outline the systems and processes you have used to effectively implement the operational plan, and to monitor operational performance.

BSBMGT403AImplement continuous improvement

Question 71: How have you contributed to continuous improvement in your workplace?

Question 72: How have you ensured system reviews are used to improve customer service?

Question 73: How have you ensured all staff are involved in continuous improvement in their day-to-day activities?

BSBMGT404ALead and facilitate offsite staff

Question 74: Describe an arrangement you have worked under in which you supervised staff carrying out work duties at an alternative site i.e. at home or elsewhere?

Question 75: How did you ensure offsite staff were supported, protected and assisted in performing their job?

Question 76: How were arrangements formalised?

Question 77: How did you arrive at agreed outcomes with your staff for their duties? How did you supervise or mentor these staff?

BSBMGT502BManage people performance

Question 78: How do you develop work plans and allocate work amongst personnel within your organisation?

Question 79: Describe how you assess the performance of individuals in their work.Question 80: How do you provide feedback to staff and how is this documented within

your organisation?Question 81: After individuals have been provided with feedback, what do you do to

manage the follow-up process?



Unit of Competency

Question

BSBMGT515AManage operational plan

Question 82 List the operational plans that impact on you and your work team. Explain how each is developed, interpreted and implemented by you.

Question 83 What physical resources or services do you acquire for use in or by your work team?

Question 84 What performance systems and/or processes do you use to analyse budget and actual financial information to monitor your team’s productivity and profit performance? How do you use them to assess your team’s status and progress in achieving your targets?

Question 85 How do you identify unsatisfactory performance or discrepancies within your area of responsibility and what actions do you take to rectify non-conformances?

Question 86 Describe your organisation systems for initiating, documenting, approving and recording changes in your workplace.

BSBMKG402BAnalyse consumer behaviour for specific markets

Question 87: Why is consumer behaviour important in marketing for your organisation?Question 88: Consumer behaviour studies attempt to identify trends in consumer

preferences. What is a trend in consumer preference and how do you identify trends within your organisation?

Question 89: Consumer behaviour is influenced by individual, social and lifestyle factors. What factors make-up a consumer’s lifestyle?

Question 90 What do you understand by rational, emotional or moral focus of appeal?

BSBMKG502BEstablish and adjust the marketing mix

Question 91: What are the elements that compose the marketing mix for products within your organisation?

Question 92: What are the elements that compose the marketing mix for a service within your organisation?

Question 93: What are the marketing mix elements designed to address? Question 94: When would you need to adjust an existing marketing mix?

BSBOHS509AEnsure a safe workplace

Question 95: What is your role in establishing and maintaining an OH&S system within your organisation?

Question 96: How have you identified and controlled workplace hazards and their associated risks?

Question 97 What process do you follow to ensure a quality OH&S management system is in place?

BSBPMG401AApply project scope management techniques

Question 98: When you have worked as part of a project team, explain how the team identified and defined the scope of a new project.

Question 99: What scope planning models have you used?

Question 100: Discuss some of the documents you have used, or referenced, or produced as part of the scoping of a project.

Question 101: How did you manage instances of “scope creep”?



Unit of Competency

Question

BSBPMG402AApply time management techniques

Question 102: When you worked as part of a project team, explain how the team defined and mapped project activities?

Question 103: What happened when an activity’s time allocation was incorrect? How did you identify this and adjust the timeline?

Question 104: Explain what tools you have used to develop and create the project schedule? How effective where they in helping you to monitor progress of the project?

Question 105: Describe what methods were employed to control or adjust the project schedule?

BSBPMG403AApply cost management techniques

Question 106: Reflect on your time with the project team and describe how the team calculated project costs?

Question 107: What tools have you used to develop and monitor budgets?

Question 108: When seeking management approval for total project costs, what type of information is contained in the submission, and what was the extent of your contribution to the document?

Question 109: Can you give some examples of how you have monitored and reported cost blowouts and obtained authorisation for permanent variances?

BSBPMG404AApply quality management techniques

Question 110: Explain in your own words the meaning of project quality management?

Question 111: Using an example of a project you have worked on, describe some of the processes and techniques used to manage quality through the project plan?

Question 112: Describe how project activities and product performance were documented and evaluated to determine compliance with agreed quality standards.

BSBPMG405AApply human resources management approaches

Question 113: Thinking about a time when you have worked on a particular project, who were the various groups or persons that were managed throughout the project?

Question 114: Explain how the human resources requirements of the project were managed – both internal and external expertise.

Question 115: How have you been involved in the management of external stakeholders who contribute to project outcomes?

Question 116: What systems or processes were in place to review the performance of staff (or contractors) involved in the project? How were the efforts of project staff recognised upon successful completion of the project?

Question 117: Explain how you were involved in the skills development of project staff?

BSBPMG406AApply communications management techniques

Question 118: Reflect on your time with the project team and describe how the team managed communication? How have you contributed to the development of a communication plan? What project communication networks have you established?

Question 119: What mediums have you used to ensure all relevant parties (management, clients, stakeholders, and colleagues) were kept abreast of the project’s progress? How did you determine the most appropriate communication vehicles for the message? How did you ensure that the information you gave them was timely, relevant and accurate?



Unit of Competency

Question

BSBPMG407AApply risk management techniques

Question 120: In what ways did the project management team analyse and plan for risk?

Question 121: Explain your role in identifying potential project risks?

Question 122: Describe how monitoring and reporting risk was achieved? Give an example of a risk that was identified and your response to minimize its impact on the project should the risk have occurred?

BSBPMG408AApply contract and procurement procedures

Question 123: Explain how the project team planned the acquisition of resources needed for the project?

Question 124: Describe how the team selected contractors and/or suppliers? How did you monitor the contracts to ensure goods and services were delivered on time and met the service specifications?

Question 125: Explain some of the steps taken to verify contract completion? How have you monitored and made partial and final payments to contractors?

Question 126: Why is it important to maintain contractor files?

Question 127: Upon completion of the project how did you review project outcomes in relation to all aspects of the project (scope, time, cost, quality, human resources, communication, risk and procurement)?

BSBRSK401AIdentify risk and apply risk management processes

Question 128: How is risk identified and evaluated in your organisation? How is this information used?

Question 129: Describe a risk you have identified in your workplace and how you treated the risk. What did you do to ensure the treatment was effective?

BSBSUS501ADevelop workplace policy and procedures for sustainability

Question 130: What is your involvement in the planning, development and implementation of organisational policy regarding sustainability in your workplace?

Question 131: How do you promote workplace sustainability to stakeholders?

Question 132: What monitoring techniques do you use to identify the performance of sustainability policies?

BSBWOR502AEnsure team effectiveness

Question 133: How do you establish understanding of the team goals, keep the team on track and focussed on work outcomes?

Question 134: What processes or policies are in place to actively promote, support and encourage teamwork?

Question 135: What strategies can you use to develop team cohesion?Question 136: Why is it important for your own performance to serve as a role model

to others?

BSBWRK509AManage industrial relations

Question 137: Describe the impact of current industrial relations issues with regard to key entities in the Australian industrial relations system, including courts, tribunals, trade unions and employer bodies?

Question 138: Describe the steps you have taken in developing industrial relations strategies and policies within your organisation?

Question 139: Describe how you implement industrial relations strategies/policies within your organisation?

Question 140: Describe strategies and procedures for managing grievances and disputes?



RECORD OF CONVERSATION

BSBADM503B Plan and Manage Conferences

CANDIDATE’S NAME: ASSESSOR’S NAME: DATE:

Question 01: Discuss the conferences you have been involved in and how you planned and managed them.Question 02: What kind of information is required in order to successfully prepare for the planning of a conference?

Question 03: What are the best methods of communication? And how do you promote the event?

Question 04: What kind of contingency situations do you need to prepare for?

KEY POINTSThe candidate’s response should evidence the following

INDUSTRY REQUIREMENTSThese must be evidenced in the

candidate’s response

Indicate if response addresses KP and IR

COMMENTSRecord other key points and examples from conversation.

Identify whether a practical assessment is warranted.

Question 01 Workplace health andsafetyEffective communicationwith all stakeholdersNumeracy skillsBudget complianceRelevant legislationEffective time management

New technology systemsand terminology

Client relationshiplogistics management

Gives relevant and recent examples

Shows range of experience

Question 02

Aims & objectives of the event

Contact person

Delegates / target market

Venue

Catering requirements

Speakers

Conference program

Transport

Uses reference material (conference venues, transport, accommodation, catering)









Knowledge of relevant legislation

Question 03

Email

Face to face

Create website for the event to promote/sell

Phone

Question 04

Loss of power

Increase/decrease in delegate numbers

Sponsors cancelling

Weather (if outside event included)

Staff numbers

Transport issues

Venue booking changes

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RECORD OF CONVERSATIONBSBADM504B Plan or review administration systems


Question 05: How do you identify requirements or modifications to the administration system?

Question 06: What do you do to support system implementation?

Question 07: How do you identify improvements to the system?







Question 05Communication skills

Literacy skills

Planning & organisational skills

Problem solving skills

Describe how changes to the system are identified and communicated

Demonstrates knowledge of organisational policies and procedures relating to administration system

Demonstrates knowledge of legislation regarding standards and codes that may affect aspects of business operations

Question 06

Demonstrates planning and organising skills to implement system

Demonstrates problem-solving skills to provide solutions

Provides training and support for staff

Question 07

Describes how system is monitored

Describes how staff training needs are monitored

Describes how modifications to system are implemented

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RECORD OF CONVERSATIONBSBADM506B Manage business document design and development


Question 08: What is the procedure for developing documents within your organisation?

Question 09: How do you manage the design and production process of the documents?

Question 10 How do you ensure that standards are followed in relation to use of documentation?

Question 11 What strategies are in place to provide continuous improvement in the standard of documentation?







Question 08Effective communication

Literacy skills

Technological skills

Document production process

Relevant legislation and regulation

Describes the organisation’s requirements for entering, storage and output of documents

Demonstrates the ability to communicate ideas, concept and designs to others

Question 09

Identifies costs and technology requirements and skills needed to produce documentation

Describes standards required for documentation. This may include the use of macros, standard formats and templates.

Demonstrates understanding of relevant legislation and regulations which may affect documentation design

Question 10

Describes procedure for training staff in the use of documents

Monitors the use and production of documents to ensure standards are met

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Describes procedures for upskilling staff in use of technology where necessary

Question 11

Describe ongoing monitoring of documentation

Opportunity for staff to provide feedback on documents

Process for amendments to improve documentation

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Question 12: Discuss a recommendation you made to management to improve on meeting customer needs. What methods did you use to assess customer needs?

Question 13: Outline your organisations Customer Service Standard. How do you monitor how effectively the Standard is applied in the workplace?

Question 14: How does your organisation promote and encourage good customer service?







Question 12Legislation

Industry codes of practice

Company policies and procedures

Customer special needs

Planning and evaluation processes

Confidentiality

Effective communication

Leadership and teamwork

Discusses recommendation – delivery times, price offer, product/service availability, refund/guarantee offer

Customer survey

Complaint forms

Customer database

Customer service statistics

Analysis of data

Written reports

Minutes of meetings

Question 13

Identifies key aspects of Customer Service Standard

Identifies the approach staff members should take to the customer

Identifies types of issues the member can deal with themselves, and those that are referred to management

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Identifies returns and refund procedure

Outlines method for dealing with a complaint about service

Outlines how to dealing with goods under warranty or guarantee

Discusses complaints recording procedure

Monitors implementation by: reviewing customer service data – surveys,

complaints, questionnaires identifying changes required reporting to designated personnel making recommendations for future strategies maintaining records to compare outcome

Question 14

Provides clear instructions

Embed within workplace procedures

Inducts new staff

Involves everyone in the process

Sets sales targets

Provides incentives

Conducts training

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RECORD OF CONVERSATIONBSBFIA401A Prepare financial reports


Question 15: What types of period end adjustments have you calculated and processed. Explain why each of these is necessary.

Question 16: Briefly outline the steps you have taken to produce a) Profit and Loss statement, b) Balance Sheet.

Question 17: How did you detect and rectify errors arising during the preparation of the Balance Sheet?

Question 18: Briefly outline the procedure for you followed in maintaining an asset register?







Question 15Accurate reports and data entry

Double-entry bookkeeping principles

Taxation requirements

Legislative compliance

Budgeting /planning


Adjusts accruals (accrued revenues/income and accrued expenses) – adjustments relate to transactions occurring in the current accounting period but the effects of which are not yet recorded and recognised in the accounting period

Adjusts deferrals (income in advance/unearned revenue and prepayments/prepaid expenses) – adjustments aligns recorded revenue (income)and costs with appropriate accounting period

Adjusts depreciation – the cost of holding an asset should be spread over the accounting periods in which it helps to produce income

Adjusts and corrects errors – errors may have been made in the recording process but their effects were not identified in the trial balance

Question 16

Profit and Loss determines gross profit for trading account closes gross profit or gross loss to the profit and loss

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account closes remaining operating revenue expenses accounts to profit and loss to determine net

profit transfers net profit or net loss to capital account transfers drawings account to capital reverses entries for new financial year

Balance Sheet: calculates total assets owned by company (current

and non-current) calculate total liabilities calculates total assets minus liabilities equals net

assets calculates total equity – total owner’s equity (capital

minus drawings) minus current years earnings equals total equity

net assets equals total equity

Question 17

Checks trial balance

Cross checks balance sheet account balances to ledger account

Makes journal entry supporting correction of errors

Opens and posts entries to a suspense account where necessary

Prepare revised balance sheet/extract

Question 18

Describes system used to maintain a register of assets

Identifies methods of depreciation used for various assets

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RECORD OF CONVERSATIONBSBFIM501A Manage budgets and financial plans


Question 19: Describe your organisation’s financial planning and budgeting cycle. Question 20 Give some specific examples of contingency plans that you or your team prepare in the event that initial plans, targets, budgets or

KPIs need to be varied to maintain financial objectives.Question 21 Describe your team’s processes for monitoring and reporting income, costs and expenditures to identify cost variations and

expenditure overruns and to control costs.Question 22 Describe how your team collects, collates and analyses information on the effectiveness of financial management processes within

the work team.Question 23 How does your enterprise implement systems changes, and how do you know that they are effective?







Question 19

Basic accounting principles

Legislation compliance

ATO requirements

Budgeting skills

Interpretation of financial statements/reports

Financial plans and budgets may include:long-term budgets/plansshort-term budgets/plansoperational plansspreadsheet-based financial projectionscash flow projectionstargets or key performance indicators (KPIs)for production, productivity,Question 20

Contingency plans may include:rental, hire purchase or alternative means of procurementcontracting out or outsourcingrestructuring to reduce labour costscosts, wastage, stock, consumable reductiondiversification of outcomes

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recycling and re-useusing cheaper or lower quality consumablesseeking further fundingincreasing sales or productionrisk identification, analysis and managementsuccession planning

Question 21Processes for monitoring and reporting may include:assets registers and equipment auditsstock and consumable usage and wastagepetty cash recordsledgers and journalsspreadsheet-based recordsinvoices and receiptsbank statementscredit card statementsfinancial reports

Question 22Data and information on the effectiveness of financial management processes may include records (paper-based and electronic) related to:income and expenditurecash flow dataquotationsfiles of paid purchase and service invoicesjob costingemployee timesheetscredit card receiptspetty cash receiptswages/salaries booksinvoicesbank account recordsinsurance reportstaxation records

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contracts

Question 23

Describes how the effectiveness of financial management processes are identified and documented

Describes how improvements to existing systems are recommended

Describes how these improvements are implemented and monitored

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RECORD OF CONVERSATIONBSBFIM502A Manage payroll


Question 24: What procedures do you follow in managing payroll?

Question 25: How is the payroll data prepared?

Question 26: What is the procedure for authorising payment of salaries/wages?

Question 27: How do you administer the records relating to payroll?







Question 24Effective Communication

Numeracy skills

ATO regulations

Financial legislation

Privacy laws

Relevant industrial awards

Superannuation Guarantee Act

Superannuation regulations

Describes security procedures that ensure accuracy and confidentiality of payroll information

Describes procedures in place to substantiate claims for allowances

Describes systems in place to ensure statutory obligations are met

Identifies the period of time records must be retained in accordance with government legislation

Question 25

Refers to industrial awards, contracts and government legislation to calculate gross pay and annual salaries

Calculates statutory and voluntary deductions

Provides payroll data in a timely manner

Question 26

Describes the authorisation process for payment of salaries and wages in accordance with organisational policy and procedures

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Reconciles salaries, wages and deductions in accordance with organisational policy and procedures

Describes how to deal with queries relating to salaries, wages and deductions

Question 27

Describes the various documentation processed for new and existing employees

Describes the process for forwarding periodic deduction to nominated creditors within designated time lines

Describes the preparation and despatch of payments to government authorities

Calculates group tax amounts and makes payments in accordance with taxation procedures

Reconciles employee group certificates from salary records

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Question 28: What are your roles and responsibilities as a human resources practitioner in your organisation?

Question 29: What are the procedures for reviewing human resources policies within your organisation?

Question 30: What is your role in the development and documentation of recommendations to policy?








Decision making skills

Literacy skills

Relevant Legislation

Ethical requirements

Identifies information sources for human resources data and information

Demonstrates knowledge of legal and compliance requirements for working in human resources

Describes ethical requirements of personnel working in human resources

Identifies relevant personnel for consultation

Identifies human resources networks available to human resources practitioners

Question 29

Demonstrates ability to identify and analyse strengths and weaknesses of policies and procedures

Describes the process for undertaking review of policies and procedures

Identifies relevant personnel for consultation

Describes how information is gathered, collated and analysed to identify key findings

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Question 30

Demonstrates understanding of the requirements for good policy and ethical approaches

Describes how policy is developed and conveyed to personnel within organisation

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RECORD OF CONVERSATIONBSBHRM402A Recruit, select and induct staff


Question 31: How do you establish and maintain personnel needs in relation to an event?

Question 32: What are important considerations when developing job specifications?

Question 33: Describe the process you follow to recruit staff, including assessing and selecting applicants.







Question 31Human resource management Effective communication and literacyStandard operating procedures

Company policy and procedure

OHS and environmental Legislation

EEO, Industrial Relations and anti Discrimination Legislation

Industry Codes of Practice

Government subsidies/support functions for traineeships

Information Technology

Social and cultural diversity

Prepares duty statements and position descriptions for work on the event

Follows organisational policies regarding staffing

Identifies and documents required competencies and behaviours

Consults others

Prepares estimate of staffing numbers required in each category

Documents evidence of staffing needs

Question 32

Project/program goals

Team goals

Specifications include all relevant information: job title and purpose of position skills and knowledge necessary competencies required by staff qualifications

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person specifications

Input from other staff, managers and stakeholders is sought in preparing specification

Clearly describes duties in relation to the role and organisation

Job specification is confirmed with appropriate personnel

Question 33

Prepares selection strategy and assessment criteria

Advertises position/s through appropriate media – electronic and print

Shortlists candidates from applications

Interviews short listed candidates

Conducts practical assessment where appropriate

Consults relevant person/people when unsure of candidate responses

Ensures the process is fair and equitable

Gains feedback form all involved and forwards to manager

Assesses candidate against criteria

Prepares selection report

Organises starting date and induction processes

Formalises selection and prepare necessary documentation

Informs candidates promptly

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RECORD OF CONVERSATIONBSBHRM501A Manage human resources services


Question 34: How do you determine strategies for delivery of human resources services in your organisation?

Question 35: How do you manage the delivery of human resources services in your organisation?

Question 36: How do you monitor and evaluate the delivery of human resources services in your organisation?

Question 37: How do you plan and implement a coordinated approach to human resources functions across your organisation?







Question 34Workplace Policies & Procedures

Industry Codes of Practice

Legislation

OH&S requirements

Environmental issues

Equal Opportunity

Industrial Relations

Anti-Discrimination

Effective communication skills


Negotiation skills

Demonstrates knowledge of relevant legislation

Demonstrates analytical and problem-solving skills to develop strategies

Demonstrates effective communication and negotiation skills to consult with key stakeholders

Demonstrates knowledge of organisational policy and procedures

Identifies human resources needs within organisation

Question 35

Develops and negotiates agreements between human resources team, service providers and client groups

Documents and communicates services, performance standards and timeframes within organisation

Ensures services are delivered in accordance with agreements and identifies any underperformance

Question 36

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Describes how feedback is captured

Describes how feedback is analysed and makes recommendations accordingly

Question 37

Describes how code of conduct is observed across organisation

Describes how unethical behaviour is dealt with

Describes how expected ethical behaviour is conveyed to all staff

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RECORD OF CONVERSATIONBSBHRM506A Manage recruitment selection and induction processes


Question 38: How are policies and procedures relating to recruitment selection developed within your organisation?

Question 39: How do you recruit and select staff within your organisation?

Question 40: What is the process for managing the induction of staff within your organisation?








Literacy skills

Relevant legislation

Equal Opportunity

Anti-discrimination

Privacy & Confidentiality

Industrial legislation

Selection panel process

Skills testing programs

Technology

Identifies relevant policies and objectives of organisation

Describes how policies for recruitment and selection are developed and documented

Describes use of technology in improving efficiency and effectiveness of the recruitment and selection process

Demonstrates understanding of diversity, equal opportunity and anti-discrimination principles and legislation

Demonstrates knowledge of employee contracts, outsourcing,

Demonstrates ability to communicate policies an procedures to relevant personnel

Question 39

Describes how future human resources requirements are ascertained

Identifies that current position descriptors are used by relevant personnel

Describes how positions are advertised and ensures that organisational policy and legal requirements are met

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Describes organisational policy relating to the selection process and advising applicants of the selection outcome

Describes understanding of psychometric and skills testing programs available

Describes how job offers and contracts of employment are executed promptly with new appointments advised of salary, terms and conditions

Question 40

Ensures that induction process is followed by relevant personnel

Describes how training and ongoing support for personnel engaged in staff induction is conducted

Describes how probationary employees are provided with feedback until position is confirmed or terminated

Describes how feedback is obtained to ensure that induction policies and procedures are refined

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RECORD OF CONVERSATIONBSBHRM510A Manage mediation processes


Question 41: How do you determine the mediation requirements within the organisation?

Question 42: How do you establish guidelines for mediation with stakeholders?

Question 43: What steps do you follow in preparing for mediation?

Question 44: What is your process for reaching settlement of a dispute?

Question 45: How do you assess the effectiveness of the mediation process?








Legislation, codes of practice, national standards

Identifies parties in dispute

Describes the research conducted into the history of disputes and dispute resolution within the organisation

Describes triggers for dispute within the organisation

Researches models and systems for mediation

Identifies the boundaries for a mediation system

Question 42

Drafts guidelines for mediation with stakeholders

Obtains endorsement for guidelines from senior management team

Question 43

Describes a range of communication techniques used in the mediation process

Explains mediation procedure to parties in dispute

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Obtains agreement and willingness with parties in dispute to clarify issues

Verifies and documents the position of each party to the dispute

Establishes mutual agreement between parties

Question 44

Provides all parties with documentation of the agreement

Completes all documentation required by organisational guidelines

Identifies any improvements to mediation process and refinement to mediation guidelines

Maintains professional currency in mediation skills and knowledge

Question 45

Describes how effectiveness of mediation is obtained

Describes how improvements to the process are identified

Describes how mediation guidelines are refined

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RECORD OF CONVERSATIONBSBINM401A Implement workplace information system


Question 46: How have you determined the information needs for your business and acquired this information?

Question 47: What experience have you had in implementing business management systems including technology based systems?

Question 48: How do you ensure the success of business plans and budgets in your area of business operations?







Question 46Enterprise policy and procedures

Quality assurance


Leadership skills

Effective consultation and communication

Records management

Information privacy

Sources information from specialists eg finance or HR manager

Uses information management systems within enterprise

Analyses staff and client feedback

Utilises performance reporting systems (eg to identify trends and developments)

Develops plans to acquire information where not immediately available

Prepares resource proposals (e.g. business cases) to management

Question 47

Examples of workplace systems: Financial Management Systems; Records Management System; HR and payroll systems; Customer Relationship Management Systems; Performance Management Systems

Understands different sources of information and the need to link information management and reporting

Ability to assess future information requirements and

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make recommendations for improvement

Question 48

Ensures business plans reflect organisational outcomes

Involves team in the budget development

Encourages staff to develop resource submissions

Uses information systems to support budget e.g. to identify where extra resources required

Makes contingency plans

Follows enterprise guidelines and processes for budget management

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RECORD OF CONVERSATIONBSBINM501A Manage an information or knowledge management system


Question 49 Describe the information or knowledge management systems used by staff within your workplace.

Question 50 How do you identify the learning needs of relevant personnel in the use of an information or knowledge management system?

Question 51 How do you organise and facilitate the learning needs of relevant staff within the organisation?

Question 52 How do you determine the effectiveness of the system’s contribution to business and operational plans?







Question 49Relevant legislation

Codes of Conduct

National Standards

Analytical and problem solving skills

Privacy and Confidentiality legislation

Records management

Customer service

Technology skills


Describes the various policies, protocols, procedures and practices followed in order to manage information or knowledge within the organisation

Describes the equipment, strategies, methods, activities and techniques used formally and informally by individuals and the organisation to identify, collect, organise, store retrieve analyse, share and draw on information and knowledge valuable to the operation of the organisation

Question 50

Describes how learning needs of personnel are identified

Demonstrates effective communication skills, analytical and problem-solving skills to determine training

Question 51

Describes how training/learning needs are met within the organisation

Describes how use of the system is promoted and supported throughout the organisation to ensure all personnel comply with the requirements of the

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organisation

Question 52

Describes how system is monitored for its effectiveness, efficiency and compliance

Identifies strengths and weaknesses of the system

Describes how contingencies such as failure of the system or technical difficulties are dealt with

Identifies and makes recommendations for improvement of system, policy or work practices

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RECORD OF CONVERSATIONBSBITB501A Establish and maintain a workgroup computer network


Question 53: How do you determine current and future network requirements?

Question 54: How do you determine your selection of a network system?

Question 55: How do you manage maintenance of a workgroup network?

Question 56: How do you implement training for staff in use of the network?









Installation of network

Maintenance of network

Software licensing rights and responsibilities

Demonstrates knowledge of hardware, software, security requirements, set up needs

Demonstrates knowledge of organisational policy

Question 54

Compatibility with current organisational software, hardware and work practices

Demonstrates knowledge of budgetary constraints

Describes consultation and negotiation process with IT professionals

Demonstrates knowledge of software licensing rights and responsibilities

Question 55

Describes procedure for maintenance of network system

Describes fault/problem response process

Describes how recommendations for improvement are handled

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Demonstrates problem solving skills to identify solutions when problems arise

Question 56

Demonstrates teamwork skills

Describe how you identify training needs of staff

Describes arrangements for the training of staff

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RECORD OF CONVERSATIONBSBLED401A Develop teams and individuals


Question 57: Discuss a learning plan you have been involved in developing for yourself or a member of your team. How were the learning and development requirements of the individual identified?

Question 58: How have you ensured learning activities meet the identified needs?

Question 59: Explain the monitoring process your organisation uses to assess that learning outcomes are met.

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Question 57Interpersonal skills



Productivity management

Conducts a training needs analysis

Establishes priority learning activities

Develops learning plan collaboratively with appropriate personnel

Seeks agreement on learning plan before implementing

Selects cost effective learning methods (coaching, personal study, external formal courses, in house or on-the-job training)

Completes analysis systematically and/or periodically

Adds new or changed equipment, procedures, systems or processes to learning needs

Encourages individuals to identify own learning activities

Collects and compares performance feedback

Validates learning needs against organisational requirements

Question 58

Follows guidelines, policies and procedures

Identifies industry standards for job role

Checks proposed learning activities to identify learning outcomes

Seeks feedback from others on external programs or facilitators

Question 59

Interviews individual before attending learning activities to clarify expectations

Interviews individual on completion of activity to assess

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learning

Supports individual in implementing learning back in the workplace

Obtains feedback from trainee and trainers on learning outcomes and future learning needs

Assesses and records performance outcomes to determine effectiveness of learning and additional development needs

Reviews and modifies learning plans during learning

Maintains learning records to identify future development needs

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RECORD OF CONVERSATIONBSBLED501A Develop a workplace learning environment


Question 60: Describe the processes that you use to identify and provide access for people in your team to participation in internal or external learning opportunities

Question 61: What strategies do you use to help team members develop their workplace knowledge, skills and attitudes, and encourage them to share their skills and knowledge with others in the team?

Question 62: How do you monitor or assess individual and team learning to determine effectiveness and identify any appropriate additional work-based support?

Question 63: Describe your organisation’s systems and procedures to record and report on training completions, status and competency







Question 60 Effective communication skills

Planning and organisational skills

Knowledge of principles and techniques involved in adult learning, leadership, coaching and mentoring



OH&S requirements

Code of conduct

Demonstrates knowledge of organisation’s goals and objectives; strategic documents, e.g. training plansand budgets; learning policies and procedures.

Conducts need analysis to identify individualand team needs (and organisational needs)

Identifies potential learning opportunities

Implements training plans through organisationalprocedures that encourage employees toparticipate and take charge of their learning.Question 61Describes how a workplace conducive to learning is developedPromotes the benefits of learning and identifies potential learning opportunities

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Describes coaching/mentoring arrangements to support learning

Encourages team member self-assessment of skills

Describes how organisation recognises the achievement of individuals and teams eg rewardsEncourages team members to share theirskills and knowledge within the team by developing strategies to ensure team/individuals take up learning opportunities on offer

Question 62

Describes howfeedback from individuals and teams is used to identify effectiveness and to adjust future training needsIdentifies and recommends improvements to training plans

Implements recommendations to training plans

Question 63

Describes how training records and reports of competency are documentedDescribes how these training records are maintained within the organisationDescribes how these records are used in future planning within the organisation

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RECORD OF CONVERSATIONBSBLED502A Manage programs that promote personal effectiveness


Question 64: How do you gather information on employee health issues?

Question 65: How do you develop a plan to improve the health and wellbeing of employees?

Question 66: What techniques do you use to monitor and evaluate an employee health program?







Question 64Effective communication skills

Research and analysis skills

Knowledge of a range of health issues

Knowledge of health program design and evaluation techniques

Code of conduct

Privacy laws

Confidentiality


Demonstrates knowledge of a range of employee health issues

Demonstrates ability to research and analyse information gathered on employee health issues

Demonstrates ability to present information gathered to senior management to obtain support

Question 65

Demonstrates ability to develop a plan to improve employee health

Demonstrates ability to communicate plans and objectives to all stakeholders

Demonstrates ability to develop resources for program

Question 66

Ability to develop and implement policy documents and guidelines

Ability to monitor strategies to assess effectiveness

Set targets for programs

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Provide feedback to all stakeholders

Demonstrate continuous improvement

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RECORD OF CONVERSATIONBSBMGT402A Implement operational plan


Question 67: In your experience, what are the important factors in implementing an operational plan?

Question 68: Give examples of how you have successfully implemented operational plans for a business, department or section.

Question 69: How have you determined the human resource and other physical resource requirements for your business needs and acquired these resources?

Question 70: Outline the systems and processes you have used to effectively implement the operational plan, and to monitor operational performance.







Question 67Risk management

Budget and resource management

Contingency management

Mentoring, coaching, and training

Interpersonal skills



Refers to organisational business plan and other policies

Describes how resource information is collected and analysed

Describes how performance indicators are set

Describes how plan is communicated to relevant personnel and acceptance is gained

Describes how appropriate resources are identified and acquired

Describes how regular monitoring of KPIs is conducted

Identifies how planning for, and managing, contingencies in the event KPIs are not achieved

Question 68

Identifies appropriate resource information

Identifies linkages to organisation’s business plan or other higher level plan

Plans for contingencies

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Monitors plan and achievement of KPIs

Recruits employees to meet plan’s objectives

Monitors financial targets and budgets

Links in with organisation’s continuous improvement strategy

Gives support and mentoring to employees to achieve plan

Question 69

Gathers and analyses information from specialists e.g. finance or HR manager

Includes requirements of organisation performance or business plan

Analyses outputs, staff and equipment required for break-even

Question 70

Identifies key performance indicators

Refers to financial management tools, including budget performance

Identifies human resource management tools

Identifies systems for addressing unsatisfactory performance

Implements continuous improvement systems

Describes employee performance management

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RECORD OF CONVERSATIONBSBMGT403A Implement continuous improvement


Question 71: How have you contributed to continuous improvement in your workplace?

Question 72: How have you ensured system reviews are used to improve customer service?

Question 73: How have you ensured all staff are involved in continuous improvement in their day-to-day activities?







Question 71Continuous improvement strategies

Benchmarking

Change management






Develops organisational policies and procedures

Implements communication strategies with staff

Uses customer feedback processes for systems improvement

Implements quality assurance systems

Involves employees in system improvements

Implements team recognition and reward programs

Completes performance appraisals

Maintains records and reports recommendations

Question 72

Uses Total Quality Management tools (eg. benchmarking, process reengineering, measuring, solution analysis, Plan-Do-Check-Act, quality circles)

Uses customer satisfaction survey results

Uses Quality Standards / procedures / flowcharts / checklists

Analyses performance reports

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Undertakes quality audits

Maintains records and reports feedback

Monitors work performance against customer standards

Question 73

Involves staff in developing procedures

Seeks regular staff feedback / open communication

Collaborates in making decisions

Uses quality monitoring processes

Builds culture of improvement / innovation / learning

Uses coaching and mentoring of staff to improve quality focus

Make organisational goals meaningful

Implement recognition and reward program

Celebrates successes

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RECORD OF CONVERSATIONBSBMGT404A Lead and facilitate offsite staff


Question 74: Describe an arrangement you have worked under in which you supervised staff carrying out work duties at an alternative site i.e. at home or elsewhere?

Question 75: How did you ensure offsite staff were supported, protected and assisted in performing their job?

Question 76: How were arrangements formalised?

Question 77: How did you arrive at agreed outcomes with your staff for their duties? How did you supervise or mentor these staff?







Question 74Legal factors and regulatory policies

Company policy and procedures



Quality Assurance

Technology skills

Provides information on role and responsibilities

Identifies the suitability of work for offsite arrangements

Identifies work objectives and output targets

Identifies where individuals concerned are suitable to work offsite / unsupervised

Identifies reporting arrangements and supervisor arrangements i.e. timelines and outcomes

Outlines formal relationships with other staff not offsite

Question 75

Considers: security of staff public liability utilities at offsite location communication expenses use of information technology to support workers work routines

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Implements communication strategy to support offsite staff (regular contact via telephone, e-mail and face-to-face discussions/meetings)

Question 76

Provides evidence of agreement for working on alternative site in e-work environmenteg. telecommuting, work-from-home, virtual office

Coordinates formal agreement with staff to ensure all conditions of employment are clear

Arranges inspection of premises (WHS)

Addresses issues such as workers’ compensation, public liability, insurance, taxation issues

Ensures employee has access to other support e.g. human resources, training, employee assistance services

Sets up channels to ensure adequate involvement with team and other ‘on-site’ staff

Question 77

Ensures guidance is provided by supervisor or mentor

Formalises supervisor and mentor arrangements

Manages links between office based staff and e-staff (eg regular meetings)

Establishes regular performance reviews / training requirements

Provides communication systems to ensure staff can stay in contact with supervisor

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RECORD OF CONVERSATIONBSBMGT502B Manage people performance


Question 78: How do you develop work plans and allocate work amongst personnel within your organisation?

Question 79: Describe how you assess the performance of individuals in their work.

Question 80: How do you provide feedback to staff and how is this documented within your organisation?

Question 81: After individuals have been provided with feedback, what do you do to manage the follow-up process?








Performance standards

Risk management skills

Planning & organisation skills

Code of conduct

Relevant awards & agreements

Unlawful dismissal rules and due process


Ethical behaviour

Demonstrates knowledge ofrelevant legislation; statutory requirementsorganisation’s goals and objectivesstrategic documents, e.g. business plans, team plansorganisational timeframespolicies and proceduresorganisation job descriptions and authorities

Consults with relevant personnel, including:managementteam membershuman resources manager and personnelunion/employee representatives or groups

Allocates work in a way that is efficient, cost effective and outcome focussed

Confirms performance standards, code of conduct

Develops performance indicators in consultation with relevant staff prior to commencing work

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Conducts risk analysis

Question 79

Describes the performance management and review process to ensure consistency with organisational policies and objectives

Identifies areas requiring improved performance, level of improvement required and timing of expected improvement

Describes how personnel are trained in the performance management and review process

Describes the staff development options available and process involved in accessing it

Question 80

Describes the feedback process within the organisation

Describes how poor performance is dealt with

Describes how individual’s performance is documented

Question 81

Describes how the performance improvement is documented and agreed to

Seeks assistance from human resource specialists where necessary

Describes how individual’s with poor performance are monitored and coached to improve, offers support

Describes the process of counselling individuals with continued poor performance

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RECORD OF CONVERSATIONBSBMGT515A Manage operational plan


Question 82 List the operational plans that impact on you and your work team. Explain how each is developed, interpreted and implemented by you.

Question 83 What physical resources or services do you acquire for use in or by your work team?

Question 84 What performance systems and/or processes do you use to analyse budget and actual financial information to monitor your team’s productivity and profit performance? How do you use them to assess your team’s status and progress in achieving your targets?

Question 85 How do you identify unsatisfactory performance or discrepancies within your area of responsibility and what actions do you take to rectify non-conformances?

Question 86 Describe your organisation systems for initiating, documenting, approving and recording changes in your workplace.








Planning and organisational skills

Knowledge of budgeting process

Resource management

Coaching and mentoring skills

Describes the information collection process involving operating within:organisation’s goals; strategic documents; business plan, policies, procedures, levels of authority, roles and responsibilities.Industry or professional practice. In consultation with:managers, supervisors and other employeesspecialists (e.g., OHS committee members)union or employee representativesexecutives and senior managementpeople from a wide range of social, cultural and ethnic backgroundsThrough consultation processes such as:meetings, interviews, brainstormingsessions, email/intranet communications, newsletters or other media processesmechanisms to provide feedback to work team in

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relation to outcomes of consultation

Demonstrates knowledge of models and methods for operational plansQuestion 83Describes physical resources and services which may include:human, physical and financial resourcesstock requirements and requisitionsgood and services to be purchasedPolicies, practices and procedures may include:organisational policy guidelines that govern operational functionsStandard Operating Proceduresundocumented standard work practicesorganisational culture

Question 84Demonstrates knowledge and ability to analyse and interpret budgets, profit and performance

Identifies areas of underperformance

Recommends appropriate solutions and takes prompt action to address underperformance

Question 85Describes how performances are assessed within the organisation

Identifies approaches to improve resource usage and eliminate inefficiencies or wasteways to support individuals/teams who have difficulty performing to required standards. Appropriate skills may include:

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monitor a safe workplace and environmentuse feedback to improve performance instigate further training for individuals mentoring/coaching of individualsprepare recommendations to improve plans use established systems and processesQuestion 86

Describes the parameters for good/poor performance whilst ensuring that data and information gathered is valid, reliable.Ensure that decisions on change are ethical, legal and based on organisational requirements, policies and procedures.Clarify the impact of the changes.Ensure that the process if fully documented.

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RECORD OF CONVERSATIONBSBMKG402B Analyse consumer behaviour for specific markets


Question 87: Why is consumer behaviour important in marketing for your organisation?

Question 88: Consumer behaviour studies attempt to identify trends in consumer preferences. What is a trend in consumer preference and how do you identify trends within your organisation?

Question 89: Consumer behaviour is influenced by individual, social and lifestyle factors. What factors make-up a consumer’s lifestyle?

Question 90 What do you understand by rational, emotional or moral focus of appeal?








Numeracy skills

Time management skills

Research skills


Codes of practice

Privacy laws

Cultural diversity

Equal opportunity

Anti-discrimination legislation

National standards

Demonstrates knowledge of consumer behaviour and illustrates with reasons why buyers: select a product, where they prefer to buy it, how they perceive the product in relation to existing

alternatives, how much and how often they buy it.

Question 88Describes how information is gathered and analysed to identify trends

Identifies a long-term pattern of change in the way that people evaluate a product and its competitor alternatives ability to meet their needs.

Describes how organisation responds to consumer demands for products or services in a timely manner

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Trade Practices ActQuestion 89Demonstrates knowledge of the AIO’s (or activities, interests and opinions) of the consumer

Question 90Demonstrates knowledge of marketing strategies that address innate and acquired needs of consumers and appeal to the motives that influence decision making

Describes the rationale for the focus of appeal for the organisation’s marketing strategies eg the focus of appeal is used in advertising messages to move consumers into action by appealing to their reason (rational), emotions (emotional) or sense of right and wrong (moral).

Describes how the focus of appeal meets legal and ethical obligations and the budgetary requirements of the marketing plan

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RECORD OF CONVERSATIONBSBMKG502B Establish and adjust the marketing mix


Question 91: What are the elements that compose the marketing mix for products within your organisation?

Question 92: What are the elements that compose the marketing mix for a service within your organisation?

Question 93: What are the marketing mix elements designed to address? Question 94: When would you need to adjust an existing marketing mix?








Numeracy skills

Time management skills


Cultural diversity

Equal opportunity


Codes of practice

Codes of conduct

Privacy laws

National standards

Trade Practices Act

Describes the product (characteristics), price, place (or distribution) and promotion.

Question 92

Describes the product, price, place (or distribution), promotion, people, process of transaction, and physical evidence.

Question 93Identifies the needs and wants of the target segment in the market selected.

Identifies and assesses environmental factors for their impact on marketing mix

Describes how product, pricing, promotional, distribution and service variations, is identified and how they are evaluated against marketing objectives, target market characteristics and desired positioning

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Describes how marketing mix decisions meet organisational, strategic and operational marketing objectives of the organisation

Question 94

Describes when an actual or potential change is identified in the needs and wants of the target segment in the market selected, or in the business macro or microenvironment in which the company operates.

Describes monitoring, evaluation and adjustment processes

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RECORD OF CONVERSATIONBSBOHS509A Ensure a safe workplace


Question 95: What is your role in establishing and maintaining an OH&S system within your organisation?

Question 96: How have you identified and controlled workplace hazards and their associated risks?

Question 97 What process do you follow to ensure a quality OH&S management system is in place?







Question 95Application of all relevant OHS legislation

Compliance with workplace health and safety requirements

Compliance with standard operating procedures

Personal Protective Equipment

Follow safe work practices and procedures

Follow food preparation and hygiene procedures

Acts as a role model within the workplace in relation to OH&S

Understands OH&S legislation and the impact that this has on children’s services

Develops OH&S policies which reflect organisation's commitment to implement relevant OH&S legislation in the workplace

Defines and allocates OH&S responsibilities to all staff in line with legislation and organisation’s policies and procedures

Ensures all resources are provided to operate in a safe environment

Trains all staff in OH&S system

Ensures all staff are provided with the most up to date information in relation in OH&S

Resolves all OH&S issues promptly and effectively in accordance with procedures for issue resolution

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Develops and implements OH&S induction and training program

Establishes and maintains OH&S record keeping system

Ensures that OH&S system is part of organisation's Quality Systems' framework

Regularly reviews OH&S system and implements continuous improvement processes

Assesses compliance with the OH&S legislative framework

Question 96

Develops procedures for ongoing hazard identification and assessment and control of associated risks

Identifies risks and hazards through proper job planning and being attentive in the workplace

Controls risks and hazards

Monitors risk control procedures and reports on their effectiveness

Implements changes if risk control is unsatisfactory

Consults with staff, safety officer etc as to the best methods available to control or eliminate hazards in the workplace.

Question 97

Regularly reviews OH&S system and implements continuous improvement processes

Assesses compliance with the OH&S legislative framework

Establishes and maintains OH&S record keeping system

Describes the OH&S induction and training programs for

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all employees

RECORD OF CONVERSATIONBSBPMG401A Apply project scope management techniques


Question 98: When you have worked as part of a project team, explain how the team identified and defined the scope of a new project.

Question 99: What scope planning models have you used?

Question 100: Discuss some of the documents you have used, or referenced, or produced as part of the scoping of a project.

Question 101: How did you manage instances of “scope creep”?

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Question 98Workplace documentation

Organisational guidelines


Teamwork skills

Technology tools and applications

Understands the importance of the planning stage

Considers terms of reference

Considers mission and objectives

Identifies drivers

Identifies expected outcomes / benefits

Considers stakeholder requirements

Considers outputs

Considers activities and sub-activities

Considers timelines

Considers resources required (human and financial)

Question 99

Uses scope planning models: Input-Transfer-Outcome model Gantt charts / PERT charts critical path analysis milestone plans process mapping

Question 100

Produces a variety of documents which may include: organisation’s project management guidelines project proposals Cost Benefit Analysis Project Business Case / Business Plan scope change proposals risk identification / assessment documents

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contingency plans stakeholder consultation documents issues register resource planning documents project governance procedures / Steering Committee

reports communication strategy project monitoring reports, software, tools

Question 101

Ensures project scope is documented and signed off

Monitors project progress

Identifies emerging priorities and assesses their impact on project (risk, resources)

Manages additions to scope through approval process

Integrates approved additions to project, or manages as separate project

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RECORD OF CONVERSATIONBSBPMG402A Apply time management techniques


Question 102: When you worked as part of a project team, explain how the team defined and mapped project activities?

Question 103: What happened when an activity’s time allocation was incorrect? How did you identify this and adjust the timeline?

Question 104: Explain what tools you have used to develop and create the project schedule? How effective where they in helping you to monitor progress of the project?

Question 105: Describe what methods were employed to control or adjust the project schedule?







Question 102Time management

Organizational skills

Schedule creation

Monitoring project progress against the agreed schedule

Teamwork and communication skills

Reporting

Defines and maps activities through: activities lists network diagrams Gantt charts / PERT charts task allocation / duration key milestones resource management task relationships (eg interdependence of tasks) task overlap / concurrence of tasks (parallel tasks) chronology use of time buffers

Question 103

Identifies and amends incorrect time allocation

Adjusts durations as required

Adjusts critical path as required

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Factors in parallel paths for new issues as required

Demonstrates ability to adjusts processes for contingencies

Question 104

Uses a variety of tools to schedule the project: project software (i.e. Microsoft Project) word processing documents spreadsheets diary software (i.e. Microsoft Outlook – Mail, calendar,

contacts, tasks and notes.)

Discusses the suitability of tools used

Question 105

Discusses how the project schedule was adjusted by: managing inputs measuring project performance evaluating schedule variance reporting schedule variance implementing authorised schedule changes applying corrective action

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RECORD OF CONVERSATIONBSBPMG403A Apply cost management techniques


Question 106: Reflect on your time with the project team and describe how the team calculated project costs?

Question 107: What tools have you used to develop and monitor budgets?

Question 108: When seeking management approval for total project costs, what type of information is contained in the submission, and what was the extent of your contribution to the document?

Question 109: Can you give some examples of how you have monitored and reported cost blowouts and obtained authorisation for permanent variances?

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Question 106Cost management techniques

Budget management

Monitoring project progress against the agreed budget


Reporting

Awards and enterprise agreements

Discusses the process applied in calculating project costs which may include:

Work breakdown structure

Scope of works

Identifying resource requirements

Resource pool

Organisational policies

Estimating activity duration

Spreadsheets

Project Management software (i.e. Microsoft Project)

Cost estimating

Historical information

Cost management plan

The project plan

Budget items list

Profit margin

Materials, supplies and equipment list

Question 107

Discusses the use of: project Management software (i.e. Microsoft Project) spreadsheets accounting software (i.e. MYOB, QuickBooks) organisational documents calculator

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Question 108

Understands the need to obtain management approval for resources, and how this is done within organisation

Discusses content of report which may include: description of the scope of work (including any

constraints or special conditions, and regulatory drivers)

methodology behind cost estimation basis of any costs with associated backup documents

in appendices basis of escalations, contingencies and how they were

calculated schedules of resources funding profile for current and future year of the project

cycle (if required) recommendations for cost reduction and their impact finance options

Discusses own contribution which may include: estimating costs for line items (labours, materials,

equipment, component costs, etc) compiling costing sheets to support major cost items

eg labour, depreciation schedules for fixed assets, interest schedules, income tax and GST schedules

aggregating group costings per area (labour, administration, materials, etc)

allocating capital and operational expenses

Question 109

Monitors costs through: cost baseline performance measurement

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graphs profit and loss statements invoice and payment records change request form cost verification and validation documentation

Obtains approval for permanent changes

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RECORD OF CONVERSATIONBSBPMG404A Apply quality management techniques


Question 110: Explain in your own words the meaning of project quality management?

Question 111: Using an example of a project you have worked on, describe some of the processes and techniques used to manage quality through the project plan?

Question 112: Describe how project activities and product performance were documented and evaluated to determine compliance with agreed quality standards.







Question 110Quality assurance

Organization skills

Quality auditing processes


Reporting

Quality policy and procedures

Discusses key themes of quality management delivering targeted requirements client satisfaction client needs delivered on time and on budget meeting stakeholder expectations best practice

Question 111

Undertakes stakeholder surveys/focus groups/consultation

Completes a requirements matrix

Uses checklists

Uses flowcharts

Uses templates

Undertakes regular reviews

Follows standards

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Follows quality management plan

Follows quality policy and procedures

Participates in independent audits

Question 112

Applies quality management through: quality assurance quality control measures quality management plan testing benefit cost analysis benchmarking audits flowcharting experiments

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RECORD OF CONVERSATIONBSBPMG405A Apply human resources management approaches


Question 113: Thinking about a time when you have worked on a particular project, who were the various groups or persons that were managed throughout the project?

Question 114: Explain how the human resources requirements of the project were managed – both internal and external expertise.

Question 115: How have you been involved in the management of external stakeholders who contribute to project outcomes?

Question 116: What systems or processes were in place to review the performance of staff (or contractors) involved in the project? How were the efforts of project staff recognised upon successful completion of the project?

Question 117: Explain how you were involved in the skills development of project staff?







Question 113Occupational health and safety




Planning

Monitoring and tracking

Identifies various staff and stakeholders: (eg team leader, project team, customers, project partners, stakeholders, contributors, contractors, staff)

Question 114

Determines human resource requirements

Assesses existing pool of skills and expertise

Contracts with external parties to fill any identified skills gaps

Arranges training and development for staff if required

Manages human resources through:staff management plansassigning roles and responsibilitiesorganizational charts

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stakeholder analysissuppliers listcontractors list

Question 115

Participates in management of stakeholders through: interview and analysis audits and reviews references, previous work monitoring and testing incentives and/or penalties contracts and agreements arbitration

Question 116

Monitors staff or contractor performance through: monitoring and tracking performance and reviews incentives and rewards

Question 117

Assists in career pathway planning

Coordinates team building activities

Coordinates staff training

Coordinates coaching and mentoring

Administers incentive programs

Administers rewards programs

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RECORD OF CONVERSATIONBSBPMG406A Apply communications management techniques


Question 118: Reflect on your time with the project team and describe how the team managed communication? How have you contributed to the development of a communication plan? What project communication networks have you established?

Question 119: What mediums have you used to ensure all relevant parties (management, clients, stakeholders, and colleagues) were kept abreast of the project’s progress? How did you determine the most appropriate communication vehicles for the message? How did you ensure that the information you gave them was timely, relevant and accurate?

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Question 118Teamwork and communication skills

Organisation skills

Technology skills

Planning


Contributes to development and implementation of communication plan

Identifies communication requirements

Explores communication methods

Participates in meetings and events

Contributes to communication networks, online groups, electronic bulletin boards, etc

Question 119

Uses a variety of mediums:Meetings, phone calls, memos, emails, reports, presentations, newsletters, press releases, workshops

Ensures information is timely: maintains communication log or register applies date stamp, sequential newsletter numbering follows communications plan release dates

Ensures information is relevant: reviews information releases for relevance to audience obtains feedback from recipients of information

Ensures information is accurate: reviews integrity of information released/presented validates data against other information on file maintains version control on documents follows procedures for media releases ensures information released is signed off by person in

authority ensures audit trail

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RECORD OF CONVERSATIONBSBPMG407A Apply risk management techniques


Question 120: In what ways did the project management team analyse and plan for risk?

Question 121: Explain your role in identifying potential project risks?

Question 122: Describe how monitoring and reporting risk was achieved? Give an example of a risk that was identified and your response to minimize its impact on the project should the risk have occurred?







Question 120Awards and enterprise agreements



Planning


Reviews project charter

Reviews risk management policy

Considers roles and responsibilities

Identifies stakeholders risk tolerance

Describes risk management plan templates

Demonstrates knowledge of:

Budgeting

Scheduling

Risk Scoring

Thresholds

Prioritising risk

Reporting

Tracking

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Question 121

Reviews project documents

Participates in brainstorming sessions

Conducts interviews

Participates in SWOT analysis (strengths, weaknesses, opportunities and threats)

Uses diagrams to document risk

Uses checklists to ensure risks are minimised

Question 122

Participates in risk monitoring through: response plan (avoidance, transference, mitigation,

acceptance) risk management reports charts budgets interviews risk review meetings measuring technical performance

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RECORD OF CONVERSATIONBSBPMG408A Apply contract and procurement procedures


Question 123: Explain how the project team planned the acquisition of resources needed for the project?

Question 124: Describe how the team selected contractors and/or suppliers? How did you monitor the contracts to ensure goods and services were delivered on time and met the service specifications?

Question 125: Explain some of the steps taken to verify contract completion? How have you monitored and made partial and final payments to contractors?

Question 126: Why is it important to maintain contractor files?

Question 127: Upon completion of the project how did you review project outcomes in relation to all aspects of the project (scope, time, cost, quality, human resources, communication, risk and procurement)?







Question 123Awards and enterprise agreements



Assists in resource acquisition through: following procurement plan reviewing scope statement determining to make or buy using the statement of works using and maintaining suppliers list

Question 124

Defines requirements

Administers contracts (work results, change requests, invoices)

Calls for tenders

Chooses the right contact

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Places advertisements

Conducts interviews

Provides references

Examines examples of contractor’s recent work

Ensures contractor quote falls within budget

Question 125

Verifies contract completion through: audits / evaluation inspections testing and acceptance performance reports contractual inspections

Question 126

Understands the importance of historical information for project management

Understands the importance of reviewing project outcomes for future reference

Question 127

Participates in review meeting

Conducts compliance analysis / reports

Completes outcomes analysis / reports

Conducts performance evaluations

Documents findings for continuous improvement

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Question 128: How is risk identified and evaluated in your organisation? How is this information used?

Question 129: Describe a risk you have identified in your workplace and how you treated the risk. What did you do to ensure the treatment was effective?




Indicate if response

addresses KP and IR



Question 128Legislation


Australian Standards

Risk management practices


Identifies risks through: checklists judgement based on experience and records flow charts brainstorming systems analysis scenario analysis systems engineering techniques

Evaluates: existing controls impact (consequences) frequency of occurrence likelihood of occurrence overall level of risk appropriate risk models and tools

Continually monitors identified risks

Determines which risks should be treated

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Indicate if response

addresses KP and IR



Identifies options to treat risks with positive outcomes

Assesses each option to treat risk

Develops and implements treatment plans (control measures)

Analyses and evaluates residual risks after treatment plans have been implemented

Question 129

Describes risk identified

Proposes action (control measures)

Allocates resources as required

Delegates responsibilities

Sets timeframes

Outlines performance measures

Reports on treatment plan

Conducts regular reviews of implemented treatment

Measures treatment success against plan

Monitors and improves treatment

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RECORD OF CONVERSATIONBSBSUS501A Develop workplace policy and procedures for sustainability


Question 130: What is your involvement in the planning, development and implementation of organisational policy regarding sustainability in your workplace?

Question 131: How do you promote workplace sustainability to stakeholders?

Question 132: What monitoring techniques do you use to identify the performance of sustainability policies?








Legislation, regulations and codes of practice


Quality assurance systems

Describes how information is gathered

Identifies and consults with stakeholders

Describes strategies for minimising resource usage

Demonstrates knowledge relating to cost, effectiveness and the timeframe relating to implementation of policies

Describes how sustainability policies are implemented within the workplace

Question 131

Describe your role in promoting workplace sustainability

Identifies expected outcomes to stakeholders

Communication process with stakeholders to develop and implement policy and resolve disputes among stakeholders

Question 132

Describes monitoring policies and techniques for analysing data on resource consumption

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Describes process for instigating remedial action

Describes roles and responsibilities for tracking continuous improvements in sustainability approaches

Describes how feedback is provided to key personnel and stakeholders

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RECORD OF CONVERSATIONBSBWOR502A Ensure team effectiveness


Question 133: How do you establish understanding of the team goals, keep the team on track and focussed on work outcomes?

Question 134: What processes or policies are in place to actively promote, support and encourage teamwork?

Question 135: What strategies can you use to develop team cohesion?

Question 136: Why is it important for your own performance to serve as a role model to others?







Question 133Mentoring and coaching skills

Team building skills


Conflict resolutions techniques

Group behaviour

Describes the consultation process to establish expected outcomes, outputs, key performance indicators and goals for work team

Describes support mechanisms available for team members to meet expected performance outcomes

Demonstrates effective communication skills which support team in an environment of trust

Demonstrates ability to keep team focused through planning and organisational skills

Question 134Describes processes for promoting, supporting and encouraging teamwork eg: Provide feedback to team members Reward/recognise improved individual and team

performance and participation Changes in work roles and responsibilities where

appropriate Quality standards and expectations

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Targets for training and development. Performance planning

Question 135

Describes a range of activities aimed at developing team cohesion eg conducts meetings, interviews, brainstorming sessions, email/intranet communications, newsletters or other processes and devices that ensure that all have the opportunity to contribute to team and individual performance plans, trainingDemonstrates knowledge of the mechanisms used to provide feedbackDescribes techniques used in managing teams relationships and group dynamicsQuestion 136Describes how their own contribution serves as a role model for the team and why this is important to the organisation

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RECORD OF CONVERSATIONBSBWRK509A Manage industrial relations


Question 137: Describe the impact of current industrial relations issues with regard to key entities in the Australian industrial relations system, including courts, tribunals, trade unions and employer bodies?

Question 138: Describe the steps you have taken in developing industrial relations strategies and policies within your organisation?

Question 139: Describe how you implement industrial relations strategies/policies within your organisation?

Question 140: Describe strategies and procedures for managing grievances and disputes?







Question 137OH&S Requirements


Equal opportunity

Relevant industrial legislation


Problem solving


Fair Work Australia Act

Modern awards

HR & IR professionals coaching line managers

Impact on policies and procedures

Union right of entry

Collective approach with unions, courts, employees, employers, government and community

Role of tribunals and courts

Question 138


Long-term industrial relations objectives

Existing industrial relations performance

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Metrics

Cost benefit, risk analysis and current legislation

Question 139

Describes the implementation plan, contingency plan

Demonstrates planning and time management skills

Identifies training and development needs

Consults with employee representatives

Demonstrates understanding of legality of proposed strategies

Question 140

Demonstrates communication skills to advocate, consult, negotiate and mediate conflict

Demonstrates problem-solving skills to manage sensitive and important issues

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SECTION D

Practical Tasks and Observation Recording

SheetsYou use this section to assist you in determining a candidate’s competency in those areas where they have not yet successfully demonstrated their skills, knowledge and prior experience. Therefore, candidates are not required to complete all tasks. You select tasks after considering available evidence collected through previous phases and according to context and needs of each candidate.



PRACTICAL TASKS

Candidates are not required to complete all tasks. The Assessor is to select tasks after considering available evidence collected through previous phases and according to the context and needs of each candidate.

Unit of Competency

Practical Task


TASK1This task requires you gather workplace documents demonstrating how you have implemented customer service strategies in the workplace. Some examples may include:

your organisations Customer Service Standard

records of training programs you have developed or coordinated to support the Customer Service Standards

minutes of meetings where you have discussed customer services issues, problems or innovations

strategies you have implemented to build rapport with customers

documents show how you have investigated and resolve a customer problem or complaint

how you manage stress in the workplace

research you have undertaken on what your services your organisation’s competitors are providing and how they compare to your organisations services

customers satisfaction surveys you have conducted

reward programs you coordinate to recognise customer service excellence amongst staff

innovations you have developed to improve the Customer Service Standard

how you have monitored and reviewed the implementation of recommendations for improvement in customer service

strategies you have developed or implement to bring lost customers back

“mystery shopper” programs you have implemented to test levels of customer service

how you have reviewed or developed work instructions, manuals which codify customer service standards

how you have researched customer trends and developed innovative strategies to meet the emerging needs of consumers in the marketplace.

Discuss the documents you have gathered with your Assessor.



Unit of Competency

Practical Task

BSBMGT402AImplement operational plan

TASK 2Gather a variety of documents from your workplace to demonstrate how you have developed and implemented an operational plan. Some examples may include:

the operational plan

the organisational business plan to which the operation plan relates

the workforce profile which supports the operational plan

budgets submissions and plans you have developed to support the action items in the operational plan

contingency plans that were developed

meeting notes or other documents where key stakeholders were consulted

documents showing how risks/blockages were identified and evaluated

reports showing progress made against action items

meetings minutes showing where you discussed the Operational Plan with your staff

budget or financial reports which show the use of resources to achieve the Operation Plan’s objectives

Discuss these documents with your Assessor to demonstrate how you have implemented, resources, and monitored the Operational Plan


TASK 3This task requires you gather workplace documents demonstrating how you have implemented continuous improvement in the workplace. Some examples may include:

your organisation’s quality policy

documents showing how the policy is communicated to staff (eg. communications plan)

training undertaken by staff in continuous improvement as relates to their job role

performance appraisals you have conducted with your staff

recognition and rewards programs you have implemented or coordinated

benchmarks you have established and monitored

internal quality audits you have conducted

customer satisfaction surveys you have developed and rolled out

analysis of survey data and development of recommendations

how you have built a culture of continuous improvement in your organisation

Discuss the documents you have gathered with your Assessor.

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Unit of Competency

Practical Task

BSBMGT404ALead and facilitate off-site staff

TASK 4(This may be undertaken in written form using Section E or by verbal discussion with the Assessor)

You are asked to design a suitable agreement between yourself and a staff member of an organisation who will work at home or from an alternative site during some of your scheduled working hours with the organisation.

The agreement must allow for flexibility and formalise the arrangements.

a. In the agreement, state which legal and regulatory requirements need to be covered so that both you and the organisation are covered legally.

b. State how you will and your supervisor/mentor will work within this framework, ie reporting relationships, regular meetings, how projects will be set up in relation to

objectives to achieve outcomes setting strategies timeframes how decision making will take place how performance indicators will ensure achievement of objectives

c. State how a work performance plan would formalise agreed goals and targets

d. State how problems in work performance would be addressed, and how performance appraisal would be documented.



Unit of Competency

Practical Task

BSBPMG401AApply project scope management techniques

TASK 5

Gather documents and materials from a project you have worked on. With your assessor, talk through the documents, and demonstrate your knowledge and skills in the following:

a) Reviewing and/or developing the project plan to define and manage the projects scope

b) Mapping project activities showing timelines, resource allocation, key milestones, time adjustments and reporting procedures

c) Calculation and recording of project costs:

the means by which the cost records were reviewed and monitored

d) Processes and techniques used to manage quality through the project plan:

the means by which activities were documented and evaluated to determine compliance with agreed quality standards

e) Management of human resources required for the project:

the methods used to provide incentive and training project staff the considerations employed to identify and document stakeholder issues

f) Development of a communication plan and communication network:

list the mediums used to provide effective communication to all parties involved in the project.

g) Analysis and planning for potential risks to the project:

show how identified project risks were minimized and/or eliminated through the risk management plan

h) Procurement of goods and services used in the project:

provide samples of the contracts used to obtain the goods and/or services. Explain the processes leading up to final payment and how final payments for goods or services were made.

i) Project completion and review processes:

documents showing how learning was applied to continuous improvement processes and recommendations for future projects










OBSERVATION RECORDING SHEETPractical Tasks

CANDIDATE’S NAME: SIGNATURE: DATE:

ASSESSOR’S NAME: SIGNATURE: DATE:

LOCATION:

NB: The skills listed below must be verified by a competent assessor through observed demonstration either in the candidate’s workplace as part of the candidate’s normal work duty OR as part of a practical assessment/demonstration set by the assessor.



Unit and element covered in task

Task No.

Observable behaviours in task Industry requirements Assessor’s comments Indicate if behaviour observed

Date assessed


1, 2, 3

1 Documents provide evidence of:Promotion/communication of customer service standards

Strategies/guidelines to deal with complaints and difficulties

Strategies to help customer articulate needs

Assessment of customer needs

Consideration of customer’s special needs and how to address such needs

Reporting processes forms

Maintenance of professionalism in dealing with customers

Allocation of budget/resources to support and improve Customer Service

Training strategies to support Customer Service standards

Effective consultation with staff on customer service issues

Monitoring of customer satisfaction

Effective records management

Use of business systems to support organisational outcomes

Legislation



Customer special needs

Confidentiality




1, 2, 3

2 Documents provide evidence of:Clear understanding organization’s strategic direction

Ability to set actions/strategies to achieve organizational goals at the operational level

Use of communication plan to implement plan




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Task No.


Date assessed

Use of KPIs to monitor achievement

Use of mentoring tools

Acquisition of human resources and physical resources in the appropriate manner

Budget and resource management

Risk management

Contingency management

Ability to meet key performance indicators

Achievement of targets and outcomes

Familiarity with use of information management systems and business technology

Effective records management processes


1, 2, 3

3 Documents provide evidence of:Commitment to the philosophy of continuous improvement

Regular reports on achievement KPIs

Regular financial performance reports

Monitoring of customer satisfaction

Development of actions to improve customer satisfaction

Development of actions to improve business processes

Assessment of the impact of improved practices

Encouraging team involvement and feedback

Clear communication of system

Continuous improvement strategies

Benchmarking

Change management








Task No.


Date assessed

improvements/modifications to relevant staff

Mentoring/coaching/training of team members in implementing business improvements

Monitoring of staff performance

Achievement of incremental continuous improvement and increased productivity

Use of business systems to support organisational outcomes

Effective records management

BSBMGT404ALead and facilitate off-site staff

1, 2, 3

4 Development of work agreement in line with legal and legislative requirements

The agreement allows for flexibility

Reporting relationships, regular meetings, how projects will be set up in relation to

Objectives to achieve outcomes

Setting strategies

Timeframes

How decision making will take place

How performance indicators will ensure achievement of objectives are documented

Work performance plan with agreed goals and targets is identified

Elements of a performance appraisal to be documented are identified

Legal factors and regulatory policies

Company policy and procedures



Quality Assurance

BSBPMG401AApply project scope management

5 Plans outcomes of the project

Works within the project plan

Tracks, monitors and controls the project with

Workplace documentation

Organisational guidelines




Task No.


Date assessed

techniques

1, 2

respect to the scope of the project

Understands the need for scope management in the context of the project lifecycle

Reviews for compliance to scope /scope mgt

Teamwork and communications skills

Technology tools and applications


1, 2, 3

5 Works with others to determine schedules for the project

Monitors the progress of the project against the agreed schedule

Knows the need for time management within the broad project management framework

Uses time management tools

Reads time managements charts, graphs and reports

Identifies and implements improvements in time mgt

The need for time management

Schedule creation

Monitoring project progress against the agreed schedule


Reporting


1, 2, 3

5 Develops a budget for the project

Monitors expenditure within the project against the agreed budget

Uses cost management tools and techniques

Reads financial statements and reports

Knows how, when and why cost management processes are implemented

Understands how completion activities were undertaken


Reporting

Occupational health and Safety issues



5 Works with others to develop quality plans and quality assurance procedures

Monitors and controls quality within the project against requirements

Acts upon issues or problems identified with project


Reporting

Quality policy and




Task No.


Date assessed

1, 2, 3 quality

Reviews quality upon project completion and closure

procedures


1, 2, 3

5 Prevents and resolves conflict

Supports and develops skills in the project team

Allocates and tracks human resources for suitability of skill levels

Assigns project responsibilities and tracks accountability and conformance

Reports human resource issues to a high authority

Practises resource management which includes stakeholder management

Occupational health and safety




Planning



1, 2, 3, 4

5 Plans communication for the project

Determines project information requirements

Plans, carries out, minutes and acts upon project meetings

Develops and implements project reporting processes

Manages information flow for the project, including information coming into the project and information disseminated from and about the project

Reviews communications within the project

The Ability to relate to people from a variety of backgrounds


Planning



1, 2, 3

5 Identifies, analysis, prioritise risk and develops risk management strategies

Controls risk

Monitors risk

Reviews risk management within the project







Task No.


Date assessed

Planning



1, 2, 3, 4

5 Plans and manages contracts and/or procurement

Develops documentation used in compiling contracts, negotiation or administration of contracts

Selects contractors through company procedures

Manages necessary procurement

Reviews procurement management within the project




Planning




SECTION E

Resources for Practical Tasks

You use this section to access any resources required by the candidate to undertake the practical task/s or scenario/s. They are suggested resources only. You may wish to modify or use other resources for the assessment tasks.



SECTION F

Third Party VerificationThe preferred approach in gaining third party validation is to take the forms in this section to the candidate’s previous employers or referees to gain confirmation of the candidate’s skills against the required competencies. This would be done during a conversation or interview with these people.

It may be beneficial to make contact with the employers/referees early in the recognition process to make appointments, particularly if you have to travel some distance to visit them. This may be done on the same day as a practical assessment in the workplace if appropriate.

It is recommended that verification be obtained from one or two referees who can confirm the candidate’s industry skills in context over time.



REFEREE TESTIMONIAL

(Date)

To whom it may concern,

RE: skills in/as (insert candidate name) (insert industry/job title)

I certify that the above named person has:

worked at for a period of years

regularly undertaken the following activities within the workplace since commencing employment with this organisation:

Initial those skills/ competencies (below) that the candidate has or can successfully perform in the workplace

a

b

c

d

e

f

g

h

If you would like any further information or would like to discuss any of the above, I can be contacted on

Yours sincerely

SignaturePrint Name and Position



SECTION G

Assessment TablesYou use these tables as a reference tool to see at a glance which units/elements of competency are within the qualification.

Question numbers refer to those found in SECTION C of this kit.

Practical assessment/scenarios numbers refer to those found in SECTION D of this kit.

It is important to note that this section is used for validation purposes only. Any mapping should be done after questions and tasks have been selected.



Elements Performance Criteria Questions Practical Tasks

BSBADM503B Plan and manage conferences1 Plan conference 1.1 Confirm purpose, required outcomes and style of conference with conference convenor/s

1.2 Confirm conference facilities requirements, budget, and preparation time line with conference convenor/s 1.3 Identify speakers/presenters and/or prepare a call for papers in accordance with conference purpose and style1.4 Draft conference program in line with stated purpose, and balance choice of program elements to allow

outcomes to be achieved 1.5 Select, invite and brief speakers in accordance with conference program1.6 Identify participant target group and project numbers in consultation with conference organisers1.7 Plan conference administration requirements and tasks, processes and resources to ensure efficient

management of conference data and resources

01, 02

2 Promote conference 2.1 Establish a promotion strategy that reaches required number of target participants 2.2 Prepare publicity material in accordance with the promotion strategy and budget allocation/s, and despatch

within designated time lines

03

3 Organise conference 3.1 Make conference arrangements in accordance with booking lead times and budget allocation/s 3.2 Record acceptances, receipt fees and confirm participants within designated time lines3.3 Identify and cater for participants' specific needs3.4 Confirm program details and prepare conference papers in accordance with speakers' requirements and

conference time line3.5 Despatch pre-conference information to participants within designated time lines

01, 02, 03, 04

4 Coordinate conference proceedings

4.1 Check conference facilities to confirm they meet agreed requirements4.2 Register participants in accordance with planned registration procedures4.3 Communicate to participants any late changes to the published program4.4 Make contingency arrangements to ensure the smooth running of the conference 4.5 Ensure speakers' schedules are managed and their conference requirements met throughout the conference4.6 Manage administration requirements during conference in accordance with conference plan/schedule

01, 02, 03, 04

5 Follow up conference proceedings

5.1 Record, report and/or follow-up conference outcomes in accordance with organisational requirements 5.2 Prepare conference papers for publication and distribution within designated time lines5.3 Post-conference correspondence is prepared and despatched within designated timelines 5.4 Finalise receipts and payments, and acquit conference funds in accordance with organisational procedures and

audit requirements

01, 02, 03, 04




BSBADM504B Plan and review administration systems1. Plan or review

administration systems

1.1 Identify requirements of, or modifications to, administration system through consultation with system users and other stakeholders in accordance with organisational and budgetary requirements

1.2 Obtain quotations from suppliers/developers of system in accordance with organisational policy and procedures1.3 Make selection of supplier or developer in accordance with organisational policy and procedures

05

2. Implement new or modified administration system

2.1 Identify and develop implementation strategies in consultation with staff2.2 Encourage staff to participate in all stages of the implementation process2.3 Implement system in accordance with organisational requirements2.4 Define and communicate procedures for using the system to staff2.5 Provide training and support for staff on the use of the new or modified system2.6 Deal with contingencies to ensure minimal impact on users

06

3. Monitor administration system

3.1 Monitor system for usage, security and output in accordance with organisational requirements3.2 Modify system to meet changing needs in accordance with organisational requirements3.3 Clearly identify further modifications and notify users3.4 Monitor staff training needs and train new staff on administration system

07

BBADM506B Manage business document design and development1. Establish

documentation standards

1.1 Identify organisational requirements for information entry, storage, output, and quality of document design and production

1.2 Evaluate organisation’s present and future information technology capability in terms of its effect on document design and production

1.3 Identify types of documents used and required by the organisation1.4 Establish documentation standards and design tasks for organisational documents in accordance with

information, budget and technology requirements

08

2. Manage template design and development

2.1 Ensure standard formats and templates suit the purpose, audience and information requirements of each document

2.2 Ensure document templates enhance readability and appearance, and meet organisational requirements for style and layout

2.3 Test templates, obtain organisational and user feedback, and make amendments as necessary to ensure maximum efficiency and quality of presentation

09-10

3. Develop standard text for documents

3.1 Evaluate complex technical functions of software for their usefulness in automating aspects of standard document production

3.2 Match requirements of each document with software functions to allow efficient production of documents

09-10




3.3 Test macros to ensure they meet the requirements of each document in accordance with documentation standards

4. Develop and implement strategies to ensure the use of standard documentation

4.1 Prepare explanatory notes for the use of standard templates and macros using content, format and language style to suit existing and future users

4.2 Develop and implement training on the use of standard templates and macros and adjust the content and level of detail to suit user needs

4.3 Produce, circulate, name and store master files and print copies of templates and macros in accordance with organisational requirements

10

5. Develop and implement strategies for maintenance and continuous improvement of standard documentation

5.1 Monitor use of standard documentation templates and macros, and evaluate the quality of documents produced against documentation standards

5.1 Review documentation standards against the changing needs of the organisation, and plan and implement improvements in accordance with organisational procedures

11

BSBCUS401A Coordinate implementation of customer service strategies1. Advise on customer

service needs1.1 Clarify and accurately assess customer needs using appropriate communication techniques1.2 Diagnose problems matching service delivery to customers and develop options for improved service within

organisational requirements1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery1.4 Use business technology and/or online services to structure and present information on customer service needs

12 1

2 Support implementation of customer service strategies

2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups2.2 Identify and allocate available budget resources to fulfil customer service objectives2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups

13 1

3 Evaluate and report on customer service

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future

directions of client service strategies3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction

14 1



BSBFIA401A Prepare financial reports1. Maintain asset

register1.1 Prepare a register of property, plant and equipment from fixed asset transactions in accordance with

organisational policy ad procedures1.2 Determine method of calculating depreciation in accordance with organisational requirements1.3 Maintain asset register and associated depreciation schedule in accordance with organisational policy, procedures

and accounting requirements

18

2. Record general journal entries for balance day adjustments

2.1 Record depreciation of non-current assets and disposal of fixed assets in accordance with organisational policy, procedures and accounting requirements

2.2 Adjust expense accounts and revenue accounts for prepayments and accruals2.3 Record bad and doubtful debts in accordance with organisational policy, procedures and accounting

requirements2.4 Adjust ledger accounts for inventories, if required, and transfer to final accounts

15

3. Prepare final general ledger accounts

3.1 Enter general journal entries for balance day adjustments in general ledger system in accordance with organisational policy, procedures and accounting requirements

3.2 Post revenue and expense account balances to final general ledger accounts system3.3 Prepare final general ledger accounts to reflect gross and net profits for reporting period

16, 17

4. Prepare end of period financial reports

4.1 Prepare revenue statement in accordance with organisational requirements to reflect operation profit for reporting period

4.2 Prepare balance sheet to reflect financial position of business at end of reporting period4.3 Identify and correct or refer errors for resolution in accordance with organisational policy and procedures

16, 17


1 Plan financial management approaches

1.1 Access budget/financial plans for the work team

1.2 Clarify budget/financial plans with relevant personnel within the organisation to ensure that documented outcomes are achievable, accurate and comprehensible

1.3 Negotiate any changes required to be made to budget/financial plans with relevant personnel within the organisation

1.4 Prepare contingency plans in the event that initial plans need to be varied

19, 20

2 Implement financial management approaches

2.1 Disseminate relevant details of the agreed budget/financial plans to team members

2.2 Provide support to ensure that team members can competently perform required roles associated with the management of finances

2.3 Determine and access resources and systems to manage financial management processes within the work team

21, 22



3 Monitor and control finances

3.1 Implement processes to monitor actual expenditure and to control costs across the work team

3.2 Monitor expenditure and costs on an agreed cyclical basis to identify cost variations and expenditure overruns

3.3 Implement, monitor and modify contingency plans as required to maintain financial objectives

3.4 Report on budget and expenditure in accordance with organisational protocols

22, 23

4 Review and evaluate financial management processes

4.1 Collect and collate for analysis, data and information on the effectiveness of financial management processes within the work team

4.2 Analyse data and information on the effectiveness of financial management processes within the work team and identify, document and recommend any improvements to existing processes

4.3 Implement and monitor agreed improvements in line with financial objectives of the work team and the organisation

22, 23


1. Establish procedures for the management of payroll

1.1 Establish security procedures that ensure the confidentiality and security of payroll information1.2 Ensure procedures guarantee substantiation of claims for allowances1.3 Establish control measures to safeguard organisation’s financial resources in accordance with legislative and

organisational requirements1.4 Establish systems to ensure that statutory obligations are met and records are kept for the period determined by

government legislation

24

2. Prepare payroll data

2.1 Use nominated industrial awards, contracts and government legislation to calculate gross pay and annual salaries

2.2 Calculate statutory and voluntary deductions using government and employee documentation2.3 Provide payroll data to payroll processor for calculation within designated time lines

25

3. Authorise payment of salaries

3.1 Check payroll, and authorise salaries and wages for payment in accordance with organisational policy and procedures

3.2 Reconcile salaries, wages and deductions in accordance with organisational policy and procedures

3.3 Deal with salary wage and related enquiries in accordance with organisational policy and procedures

26

4. Administer salary records

4.1 Process declaration forms for new and existing employees in accordance with Australian Taxation Office requirements

4.2 Forward periodic deductions to nominated creditors within designated time lines

4.3 Prepare and despatch payments to government authorities accurately and in accordance with the relevant government legislation

4.4 Calculate and transcribe group tax amounts and make payments in accordance with taxation procedures

27



4.5 Prepare and reconcile employee group certificate amounts from salary records

BSBHRM401A Review human resources functions1. Research human

resources functions1.1 Clarify human resources issues for review and document scope of review1.2 Identify local, state/territory, national and international human resources networks for human resources

professionals1.3 Identify information sources for human resources data and information1.4 Select a research strategy suitable to the topic 1.5 Consult with relevant personnel1.6 Undertake research1.7 Review research findings

28

2. Review policy and procedures frameworks

2.1 Locate policies and procedures relevant to the research topic2.2 Analyse strengths and weaknesses of policies and procedures2.3 Consider legislation, regulations and standards that apply to the policies and procedures and the research topic

29

3. Apply ethical framework

3.1 Review ethical requirements associated with the human resources function under review3.2 Consider ethical obligations of human resources personnel working in the area under review3.3 Document behaviours associated with working ethically in the area under review

28, 30

4. Report on research outcomes

4.1 Collate, analyse and document key findings of the review4.2 Write report on outcomes or research4.3 Develop recommendations for future activity

30

BSBHRM402A Recruit, select and induct staff1 Determine job

descriptions1.1 Clarify time lines and requirement for appointment1.2 Assist with preparation of job descriptions which accurately reflect the tole requirements in accordance with

organisational procedures and legislation, codes and national standards and occupational health and safety (OHS) considerations

1.3 Consult with relevant personnel about job descriptions1.4 Ensure that job descriptions do not contravene legislative requirements1.5 Obtain approvals to advertise position

31, 32

2 Plan for selection 2.1 Advertise vacancies for staffing requirements in accordance with organisational policies and procedures2.2 Consult with relevant personnel to convene selection panel and to develop interview questions2.3 Short list applicants2.4 Ensure that interview questions do not breach legislative requirements

33



2.5 Schedule interviews and advise relevant personnel of times, dates and venues

3 Assess and select applicants

3.1 Participate in interview process and assess candidates against agreed selection criteria3.2 Discuss assessment with other selection panel members3.3 Correct any biases or deviations from agreed procedures and negotiate for preferred candidate3.4 Contact referee for referee reports3.5 Prepare selection report and make recommendations to senior personnel for appointment3.6 Advise unsuccessful candidates of outcomes and respond to any queries3.7 Complete all necessary documentation in accordance with organisational procedures3.8 Secure agreement of preferred candidate

33

4 Appoint and induct successful candidate

4.1 Provide successful candidate with employment contract and other documentation4.2 Advise managers and staff of starting date and make necessary administrative arrangements for pay and employee

record keeping4.3 Advise manager and work team of new appointment4.4 Arrange induction in accordance with organisational policy

33

BSBHRM501A Manage human resources services1 Determine strategies

for delivery of human resources services

1.1 Analyse strategic and operational plans to determine human resources requirements1.2 Consult line and senior managers to identify human resources needs within their area1.3 Develop options for delivery of human resources services1.4 Ensure options for human resources services comply with legislative requirements and organisational policies1.5 Develop and agree on strategies and action plans for delivery of human resources services1.6 Agree and document roles and responsibilities of human resources team, line managers, and external contractors

34

2 Manage the delivery of human resources services

2.1 Develop and negotiate service agreements between the human resources team, services agreements between the human resources team, service providers and client groups

2.2 Document and communicate service specifications, performance standards and timeframes2.3 Identify and arrange training support if required2.4 Agree and arrange monitoring of quality assurance processes2.5 Ensure that services are delivered by appropriate providers in accordance with service agreements and

operational plans2.6 Identify and rectify underperformance of human resources team or service providers

35

3 Evaluate human resources service

3.1 Survey clients to determine level of satisfaction3.2 Capture on-going client feedback for the review processes

36, 37



delivery 3.3 Analyse feedback and surveys and recommend changes to service delivery3.4 Obtain approvals to variations in service delivery from appropriate managers

4 Manage integration of business ethics in human resources practices

4.1 Ensure that personal behaviour is consistently ethical and reflects values of the organisation4.2 Ensure that Code of Conduct is observed across the organisation and that its expectations are incorporated in

human resources policies and practices4.3 Observe confidentiality requirements in dealing with all human resources information4.4 Deal with unethical behaviour promptly4.5 Ensure that all human resources staff are clear about ethical expectations of their behaviour

37

BSBHRM506A Manage recruitment selection and induction processes1 Develop recruitment,

selection and induction policies and procedures

1.1 Analyse strategic and operational plans and policies to identify relevant policies and objectives1.2 Develop recruitment, selection and induction policies and procedures and supporting documents1.3 Review options for technology to improve the efficiency and effectiveness of the recruitment and selection process1.4 Obtain support for policies and procedures from senior managers1.5 Trial forms and documents that support policies and procedures and make necessary adjustments1.6 Communicate policies and procedures to relevant staff and provide training if required

38

2 Recruit and select staff

2.1 Determine future human resources needs in collaboration with relevant managers and sections2.2 Ensure current position descriptor and person specifications for vacancies are used by managers and others

involved in the recruitment, selection and induction processes2.3 Provide access to training and other forms of support to all persons involved in the recruitment and selection

process2.4 Ensure that advertising of vacant positions complies with organisational policy and legal requirements2.5 Utilise specialists where necessary2.6 Ensure that selection procedures are in accordance with organisational policy and legal requirements2.7 Ensure that processes for advising applicants of selection outcome are followed2.8 Ensure that job offers and contracts of employment are executed promptly and that new appointments are provided

with advice about salary, terms and conditions

39

3 Manage staff induction

3.1 Provide access to training and ongoing support for all persons engaged in staff induction3.2 Check that induction processes are followed across the organisation3.3 Oversee the management of probationary employees and provide them with feedback until their employment is

confirmed or terminated3.4 Obtain feedback from participants and relevant managers on the extent to which the induction process is meeting

40



its objectives3.5 Make refinements to induction policies and procedures

BSBHRM510A Manage mediation process1 Develop mediation

guidelines1.1 Research and collate history of disputes and dispute resolution within the organisation, including triggers for

disputes1.2 Consult identified key stakeholders to determine requirements related to mediation1.3 Determine mediation requirements within the organisation1.4 Research and document models and systems for mediation1.5 Identify and document parameters for a mediation system from consultation and research process1.6 Draft and validate guidelines for mediation with stakeholders1.7 Obtain endorsement for guidelines from senior management team1.8 Circulate guidelines and train mediators in guidelines and procedures

41, 42

2 Prepare for mediation 2.1 Identify parties in dispute requiring mediation and explain mediation procedure, in accordance with established guidelines

2.2 Obtain agreement and willingness to participate in the mediation process2.3 Conduct separate interviews with parties in dispute to clarify issues2.4 Verify and document position of each party to the dispute2.5 Determine boundaries for allowable options in dispute

43

3 Settle dispute through mediation

3.1 Use a range of communication techniques to mediate3.2 Establish mutual agreement between parties in dispute3.3 Formulate options for resolution of dispute and preferences3.4 Continue with mediation until agreement is reached or time constraints conclude

44

4 Finalise and review mediation

4.1 Circulate documented agreements to all parties and complete all documentation required by organisational guidelines

4.2 Review effectiveness of mediation, identify improvements and refine mediation guidelines4.3 Assess and maintain currency of knowledge and skill base of mediators

45

BSBINM401A Implement workplace information system1 Identify and source

information needs1.1 Determine and locate information required by teams 1.2 Acquire and review information held by the organisation to determine suitability, accessibility, currency and

reliability according to organisational policies

46

2 Collect, analyse and report information

2.1 Collect information, which is adequate and relevant to the needs of teams, in a timely manner 46



2.2 Ensure information is in a format suitable for analysis, interpretation and dissemination2.3 Analyse information to identify and report relevant trends and developments in terms of the needs for which it was

acquired

3 Implement information systems

3.1 Implement management information systems effectively to store, retrieve and regularly review data for decision making purposes

3.2 Use technology available in the work area to manage information effectively 3.3 Submit recommendations for improving the information system to designated persons and/or groups

47

4 Prepare for information system changes

4.1 Collect information about information system future needs in consultation with colleagues, including those who have a specialist role in resource management

4.2 Ensure estimates of information system future needs reflect the organisation's business plans, and customer and supplier requirements

4.3 Support proposals to secure resources by clearly presenting submissions that describe realistic options, benefits, costs and outcomes

4.4 Prepare team members to work with new technology and information system changes

48

BSBINM501A Manage an information or knowledge management system1 Organise learning to

use information or knowledge management system

1.1 Identify learning needs of relevant personnel and stakeholders for input into, and use of, an information or knowledge management system

1.2 Identify and secure human, financial and physical resources required for learning activities to use an information or knowledge management system

1.3 Organise and facilitate learning activities1.4 Promote and support use of the system throughout the organisation1.5 Monitor and document effectiveness of learning activities

49, 50

2 Manage use of information or knowledge management system

2.1 Ensure implementation of policies and procedures for the information or knowledge management system are monitored for compliance, effectiveness and efficiency

2.2 Address implementation issues and problems as they arise2.3 Monitor integration and alignment with data and information systems2.4 Collect information on achievement of performance measures2.5 Manage contingencies such as system failure or technical difficulties by accessing technical specialist help as

required

50, 51

3 Review use of information or knowledge management system

3.1 Analyse effectiveness of system and report on strengths and limitations of the system3.2 Review business and operational plan and determine how effectively the system is contributing to intended

outcomes3.3 Make recommendations for improvement to system, policy or work practices

52



BSBITB501A Establish and maintain a workgroup computer network1 Manage

establishment of a workgroup network

1.1 Determine current and anticipated future network requirements with nominated person in accordance with organisational policy and budgetary constraints

1.2 Ensure selected network is compatible with current organisational software, hardware and work practices1.3 Obtain and install equipment in accordance with organisational requirements and manufacturers' instructions 1.4 Install software in accordance with organisational requirements and the manufacturers' instructions 1.5 Ensure establishment of network promotes efficiency and access for users

53, 54

2 Manage maintenance of a workgroup network

2.1 Establish and maintain records to ensure control and security of hardware and software stock, in accordance with organisational policy and procedures

2.2 Respond to network problems and rectify minor faults in accordance with organisational requirements 2.3 Report major problems and consult computer experts in accordance with organisational policy and procedures 2.4 File and store software in accordance with organisational procedures 2.5 Recommend improvement suggestions for the network to appropriate personnel

55

3 Assist and train network users

3.1 Provide training for staff in using the network in accordance with needs 3.2 Assist network users to maximise network potential3.3 Examine user skills and provide access to appropriate training to improve individual and workgroup efficiency of

network use

56

BSBLED401A Develop teams and individuals1. Determine

development needs1.1 Systematically identify and implement learning and development needs in line with organisational

requirements1.2 Ensure that a learning plan to met individual and group training and development needs is collaboratively

developed, agreed to and implemented1.3 Encourage individuals to self-evaluate performance and identify areas for improvement1.4 Collect feedback on performance to team members from relevant sources and compare with established team

learning needs

57

2. Develop individuals and teams

2.1 Identify learning and development program goals and objectives, ensuring a match to the specific knowledge and skill requirements of competency standards relevant to the industry

2.2 Ensure that learning delivery methods are appropriate to the learning goals, the learning style of participants, and availability of equipment and resources

2.3 Provide workplace learning opportunities, and coaching and mentoring assistance to facilitate individual and team achievement of competencies

2.4 Create development opportunities that incorporates a range of activities and support materials appropriate to the

58



achievement of identified competencies2.5 Identify and approve resources and time lines required for learning activities in accordance with organisational

requirements

3. Monitor and evaluate workplace learning

3.1 Use feedback from individuals or teams to identify and implement improvements in future learning arrangements3.2 Assess and record outcomes and performance of individuals/teams to determine the effectiveness of development

programs and the extent of additional development support3.3 Negotiate modifications to learning plans to improve the efficiency and effectiveness of learning3.4 Document and maintain records and reports of competency according to organisational requirements

59

BSBLED501A Develop a workplace learning environment1 Create learning

opportunities1.1 Identify potential formal and informal learning opportunities1.2 Identify learning needs of individuals in relation to the needs of the team and/or enterprise, and available learning

opportunities 1.3 Develop and implement learning plans as an integral part of individual and team performance plans 1.4 Develop strategies to ensure that learning plans reflect the diversity of needs1.5 Ensure organisational procedures maximise individual and team access to, and participation in, learning

opportunities1.6 Ensure effective liaison occurs with training and development specialists and contributes to learning

opportunities which enhance individual, team and organisational performance

60

2 Facilitate and promote learning 2.1 Develop strategies to ensure that workplace learning opportunities are used and that team members are

encouraged to share their skills and knowledge to encourage a learning culture within the team

2.2 Implement organisational procedures to ensure workplace learning opportunities contribute to the development of appropriate workplace knowledge, skills and attitudes

2.3 Implement policies and procedures to encourage team members to assess their own competencies, and to identify their own learning and development needs

2.4 Share the benefits of learning with others in the team and organisation

2.5 Recognise workplace achievement by timely and appropriate recognition, feedback and rewards

61

3 Monitor and improve learning effectiveness 3.1 Use strategies to ensure that team and individual learning performance is monitored to determine the type and

extent of any additional work-based support required, and any occupational health and safety (OHS) issues

3.2 Use feedback from individuals and teams to identify and introduce improvements in future learning arrangements

3.3 Make adjustments, negotiated with training and development specialists, for improvements to the efficiency and

62, 63



effectiveness of learning

3.4 Use processes to ensure that records and reports of competency are documented and maintained within the organisation's systems and procedures to inform future planning

BSBLED502A Manage programs that promote personal effectiveness1 Research and

analyse employee health issues

1.1 Identify and collect information on employee health issues from appropriate internal and external sources 1.2 Review findings and their implications for the organisation and business objectives1.3 Develop options for addressing identified health issues 1.4 Obtain support from senior managers for preferred option/s

64

2 Plan health and wellbeing program/s

2.1 Develop program/s scope and objectives in consultation with appropriate industry consultants, colleagues and managers

2.2 Plan and create administrative structure and resources for the program/s2.3 Establish program responsibilities and clearly communicate to all stakeholders2.4 Plan communications and marketing strategies in conjunction with stakeholders2.5 Establish suitable evaluation methods, develop an overall program management plan and communicate this

plan to stakeholders

65

3 Implement, administer and monitor program/s

3.1 Prepare policy documents, and implement and monitor strategies in conjunction with program team members3.2 Provide appropriate support, assistance and mentors to relevant personnel3.3 Implement and monitor tracking systems according to program guidelines3.4 Reach program milestones within agreed time lines and provide regular progress reports to stakeholders

65, 66

4 Evaluate program/s 4.1 Use agreed evaluation methods to assess the effectiveness of the program at specific stages 4.2 Communicate information from program evaluation process to stakeholders4.3 Incorporate evaluation process and outcomes into continuous improvement strategies, enterprise agreements and

future corporate plans

66

BSBMGT402A Implement operational plan1 Implement

operational plan1.1 Collate, analyse and organise details of resource requirements in consultation with relevant personnel,

colleagues and specialist resource managers1.2 Implement operational plans to contribute to the achievement of organisation's performance/business plan 1.3 Identify and use key performance indicators (KPIs) to monitor operational performance 1.4 Undertake contingency planning and consultation processes1.5 Provide assistance in the development and presentation of proposals for resource requirements in line with

operational planning processes

67, 68 2



2 Implement resource acquisition

2.1 Recruit and induct employees within organisation's policies, practices and procedures2.2 Implement plans for acquisition of physical resources and services within organisation's policies, practices and

procedures and in consultation with relevant personnel

68, 69 2

3 Monitor operational performance

3.1 Monitor performance systems and processes to assess progress in achieving profit/productivity plans and targets

3.2 Analyse and use budget and actual financial information to monitor profit/productivity performance3.3 Identify unsatisfactory performance and take prompt action to rectify the situation according to organisational

policies3.4 Provide mentoring, coaching and supervision to support individuals and teams to use resources effectively,

economically and safely3.5 Present recommendations for variation to operational plans to the designated persons/groups and gain approval 3.6 Implement systems, procedures and records associated with performance in accordance with organisation's

requirements

70 2

BSBMGT403A Implement continuous improvement1. Implement

continuous improvement systems and processes

1.1 Implement systems to ensure that individuals and teams are actively encouraged and supported to participate in decision making processes, assume responsibility and exercise initiative

1.2 Communicate the organisation’s continuous improvement processes to individuals and teams, and obtain feedback

1.3 Ensure effective mentoring and coaching allows individuals and teams to implement the organisation’s continuous improvement processes

71 3

2. Monitor and review performance

2.1 Use the organisation’s systems and technology to monitor and review progress and to identify ways in which planning and operations could be improved

2.2 Improve customer service through continuous improvement techniques and processes

2.3 Formulate and communicate recommendations for adjustments to those who have a role in their development and implementation

72 3

3. Provide opportunities for further improvement

3.1 Implement processes to ensure that team members are informed of savings and productivity/service improvements in achieving the business plan

3.2 Document work performance to aid the identification of further opportunities for improvement

3.3 Manage records, reports and recommendations for improvement within the organisation’s systems and processes

73 3

BSBMGT404A Lead and facilitate off-site staff1 Facilitate off-site work

outcomes1.1 Clarify roles and responsibilities of off-site work supervisors with management and off-site staff 1.2 Provide leadership and direction to off-site staff to foster independent self-managed work practices that address

74, 76 4



agreed outcomes in terms of quality and milestones1.3 Ensure that work objectives for off-site staff are linked to measurable targets and include agreed timeframes1.4 Use participative, transparent decision making to review work allocation responsibilities of off-site staff and related

on-site staff

2 Support off-site staff 2.1 Provide guidance to off-site staff to establish and maintain a supportive working environment in accordance with legal and organisational requirements

2.2 Assign key personnel/mentors to support off-site staff and to provide a link between off-site staff and the organisation

2.3 Establish and maintain effective working relations between on-site staff and off-site staff through regular meetings and other occasions used to build organisational culture and values

75, 76 4

3 Manage off site staff performance

3.1 Plan and conduct regular meetings to determine individual progress, identify needs, clarify and solve issues, and provide networking opportunities

3.2 Evaluate performance against agreed goals and targets, and address in accordance with organisational policy and practice

3.3 Address problems in work performance through constructive solutions identified with off-site staff3.4 Ensure evidence relating to performance is valid, documented and evaluated to identify learning and development

requirements

77 4

BSBMGT502B Manage people performance 1 Allocate work 1.1 Consult relevant groups and individuals on work to be allocated and resources available

1.2 Develop work plans in accordance with operational plans1.3 Allocate work in a way that is efficient, cost effective and outcome focussed1.4 Confirm performance standards, Code of Conduct and work outputs with relevant teams and individuals 1.5 Develop and agree performance indicators with relevant staff prior to commencement of work 1.6 Conduct risk analysis in accordance with the organisational risk management plan and legal requirements

78

2 Assess performance 2.1 Design performance management and review processes to ensure consistency with organisational objectives and policies

2.2 Train participants in the performance management and review process2.3 Conduct performance management in accordance with organisational protocols and time lines2.4 Monitor and evaluate performance on a continuous basis

2.

79

3 Provide feedback 3.1 Provide informal feedback to staff on a regular basis3.2 Advise relevant people where there is poor performance and take necessary actions3.3 Provide on-the-job coaching when necessary to improve performance and to confirm excellence in performance

80



3.4 Document performance in accordance with the organisational performance management system3.5 Conduct formal structured feedback sessions as necessary and in accordance with organisational policy

4 Manage follow up 4.1 Write and agree performance improvement and development plans in accordance with organisational policies4.2 Seek assistance from human resources specialists where appropriate4.3 Reinforce excellence in performance through recognition and continuous feedback4.4 Monitor and coach individuals with poor performance4.5 Provide support services where necessary4.6 Counsel individuals who continue to perform below expectations and implement the disciplinary process if necessary4.7 Terminate staff in accordance with legal and organisational requirements where serious misconduct occurs or

ongoing poor-performance continue4.7

81

BSBMGT515A Manage operational plan1 Develop operational

plan1.1 Research, analyse and document resource requirements and develop an operational plan in consultation with

relevant personnel, colleagues and specialist resource managers

1.2 Develop and/or implement consultation processes as an integral part of the operational planning process

1.3 Ensure details of the operational plan include the development of key performance indicators to measure organisational performance

1.4 Develop and implement contingency plans at appropriate stages of operational planning

1.5 Ensure the development and presentation of proposals for resource requirements is supported by a variety of information sources and seek specialist advice as required

1.6 Obtain approval for plan from relevant parties and ensure understanding among work teams involved

82, 83

2 Plan and manage resource acquisition

2.1 Develop and implement strategies to ensure that employees are recruited and/or inducted within the organisation's human resources management policies and practices

2.2 Develop and implement strategies to ensure that physical resources and services are acquired in accordance with the organisation's policies, practices and procedures

83

3 Monitor and review operational performance

3.1 Develop, monitor and review performance systems and processes to assess progress in achieving profit and productivity plans and targets

3.2 Analyse and interpret budget and actual financial information to monitor and review profit and productivity

84, 85, 86



performance

3.3 Identify areas of under performance, recommend solutions, and take prompt action to rectify the situation

3.4 Plan and implement systems to ensure that mentoring and coaching are provided to support individuals and teams to effectively, economically and safely use resources

3.5 Negotiate recommendations for variations to operational plans and gain approval from designated persons/groups

3.6 Develop and implement systems to ensure that procedures and records associated with documenting performance are managed in accordance with organisational requirements

BSBMKG402B Analyse consumer behaviour for specific markets1. Confirm product or

service market1.1 Gather information on the market or market segment for a product or service in accordance with the marketing

plan1.2 Identify consumer attributes for the market or market segment from the market profile or existing

customer data1.3 Identify and test features of the product or service in accordance with the marketing plan

87, 88

2. Assess the reasons for existing levels of consumer interest

2.1 Investigate consumer need for the product or service through analysis of trends and past performance2.2 Review past marketing or positioning of a product or service in relation to the effectiveness of its focus of appeal2.3 Assess, test and estimate the impact of individual, social and lifestyle influences on consumer behaviour for a

product or service2.4 Analyse consumer responses to previous marketing communications2.5 Assess organisational behaviour capability to respond quickly to consumer demand for products or services in

accordance with the marketing plan

88, 89

3. Recommend a focus of appeal for marketing strategies for a product or service

3.1 Ensure marketing strategies address innate and acquired needs of consumers and appeal to the motives that influence decision making

3.2 Present a rationale for the focus of appeal that outlines how influences on consumer behaviour will be used to target effective marketing strategies

3.3 Ensure the focus of appeal meets legal and ethical obligations and the budgetary requirements of the marketing plan

90

BSBMKG502B Establish and adjust the marketing mix1. Evaluate each

component of the marketing mix

1.1 Identify key characteristics of products or services and estimate their significance to the market1.2 Review pricing policy and analyse pricing variables to determine their effect on demand1.3 Analyse promotional methods to determine their importance to marketing outcomes

91, 92



1.4 Review channels of distribution and estimate their significance in relation to marketing outcomes1.5 Identify and analyse level of customer service provision to determine its significance to marketing outcomes1.6 Identify potential customer base and key pressure points for success1.7 Analyse and test the effect of the components of marketing mix on each other, and establish their relative

importance to customer base

2. Determine marketing mix for specific markets

2.1 Identify and assess environmental factors for their impact on marketing mix2.2 Identify consumer priorities, needs and preferences that affect marketing mix2.3 Consider product, pricing, promotional, distribution and service variations, and evaluate these against marketing

objectives, target market characteristics and desired positioning2.4 Select marketing mix that best satisfies target market and meets marketing objectives2.5 Ensure marketing mix decision meets organisational, strategic and operational marketing objectives

93

3. Monitor and adjust marketing mix

3.1 Monitor marketing mix against marketing performance and isolate components for testing3.2 Evaluate implications of altering one or more components of marketing mix in relation to market factors and

consumer response3.3 Adjust components of marketing mix in response to test results and evaluation of market response3.4 Ensure adjusted marketing mix meets budgetary requirements3.5 Ensure adjusted marketing mix continues to meet organisational, strategic and operational marketing objectives,

and desired positioning

94

BSBOHS509A Ensure a safe workplace1. Establish and

maintain an OHS system

1.1 Locate and communicate OHS policies which clearly express the organisation's commitment to implement relevant OHS legislation in the enterprise.

1.2 Define OHS responsibilities for all workplace personnel in accordance with OHS policies, procedures and programs

1.3 Identify and approve financial and human resources for the effective operation of the OHS system

95

2. Establish and maintain participative arrangements for the management of OHS

2.1 Establish and maintain participative arrangements with employees and their representatives in accordance with relevant OHS legislation

2.2 Appropriately resolve issues raised through participative arrangements and consultation

2.3 Promptly provide information about the outcomes of participation and consultation in a manner accessible to employees

95, 96

3. Establish and maintain procedures for identifying hazards, and assessing and controlling risks

3.1 Develop procedures for ongoing hazard identification, and assessment and control of associated risks

3.2 Include hazard identification at the planning, design and evaluation stages of any change in the workplace to ensure that new hazards are not created by the proposed changes

3.3 Develop and maintain procedures for selection and implementation of risk control measures in accordance with the hierarchy of control

96



3.4 Identify inadequacies in existing risk control measures in accordance with the hierarchy of control and promptly provide resources to enable implementation of new measures

3.5 Identify intervention points for expert OHS advice

4. Establish and maintain a quality OHS management system

4.1 Develop and provide an OHS induction and training program for all employees as part of the organisation's training program

4.2 Utilise system for OHS record keeping to allow identification of patterns of occupational injury and disease in the organisation

4.3 Measure and evaluate the OHS system in line with the organisation's quality systems framework

4.4 Develop and implement improvements to the OHS system to achieve organisational OHS objectives

4.5 Ensure compliance with the OHS legislative framework so that legal OHS standards are maintained as a minimum

97

BSBPMG401A Apply project scope management techniques1.Contribute to scope

definition1.1 Contribute to the identification of project deliverables

1.2 Contribute to the identification of measurable outcomes to enable evaluation of project performance

1.3 Contribute to the development of the scope management plan

98, 99 5

2. Apply project scope controls

2.1 Undertake work in accordance with agreed project management plan and by using established change control procedures and performance measurement procedures

2.2 Monitor and control aspects of project scope and communicate instances of non-compliance with overall scope to the project manager and other team members

2.3 Measure progress to determine potential, perceived and actual scope changes

2.4 Appropriately report scope changes

2.5 Provide assistance in the review of project outcomes to determine the effectiveness of initial and subsequent scope management approaches

99, 100, 101 5

BSBPMG402A Apply time management techniques1. Assist in the

development of project schedules

1.1 Contribute, within delegated authority, to determining the duration and effort, sequence and dependencies of tasks to meet project objectives

1.2 Use project scheduling tools and techniques to help establish and integrate planned time management aspects of the schedule, resource allocation and financial requirements

1.3 Contribute to the agreement process and communication of the schedule to the client and other stakeholders

102 5

2. Apply agreed schedules

2.1 Use techniques to measure, record and report progress of activities in relation to agreed schedules and plans

2.2 Record variance between actual and planned progress and report to others for remedial action

103, 104 5



2.3 Contribute to forecasting the impact of changes on the schedule and to the analysis of options

2.4 Implementation agreed changes to the schedule and update plans as directed to accommodate changing situations throughout the project

3. Participate in assessing time management outcomes

3.1 Provide assistance in the review of project outcomes to determine the effectiveness of time management tools, techniques and approaches used

3.2 Report scheduling and time management issues and responses to project manager for application in future projects

104, 105 5

BSBPMG403A Apply cost management techniques1. Assist with the

development of the project budget

1.1 Determine estimated costs for tasks and activities and communicate these costs to others for inclusion in project budget

1.2 Map costs against duration/effort and resources allocated, and communicated to project manager for inclusion in the project plan, budget and expenditure flow

1.3 Contribute to the development of cost management strategies and processes, and financial authorisation within delegated authority

106 5

2. Monitor project costs 2.1 Monitor income and expenditure against the agreed project plan and budgets to facilitate cost management throughout the project life cycle

2.2 Use established cost management methods, techniques and tools to identify and report variations in the budget to higher project authority for action

2.3 Implement and monitor agreed actions and report progress to others to ensure cost objectives are achieved throughout the project life cycle

107 5

3. Contribute to cost finalisation process

3.1 Provide assistance in the finalisation and transfer of financial assets, liabilities and records to the client or relevant operational support agency

3.2 Provide assistance in the review of project outcomes by use of project records, to determine the effectiveness of initial and subsequent cost management strategies and processes

3.3 Report cost management issues and responses to project/program manager for application in future projects

108, 109 5

BSBPMG404A Apply quality management techniques1. Contribute to quality

planning1.1 Contribute to determining quality requirements of project stakeholders

1.2 Contribute to establishing quantifiable quality criteria for project outcomes and objectives

1.3 Source information to locate and interpret quality policy and procedures

1.4 Contribute to the development of quality requirements in the project plan and processes

110 5

2. Apply quality policies and procedures

2.1 Undertake work under delegated authority to implement quality assurance within the project in accordance with agreed quality standards and guidelines

111 5



2.2 Maintain records and documentation in accordance with set procedures to facilitate quality control and to provide an audit trail

2.3 Document and evaluate results of project activities and product performance to determine compliance with agreed quality standards

2.4 Report shortfalls in quality outcomes to others to enable appropriate action to be initiated

3. Contribute to continuous improvement process

3.1 Participate in the ongoing review of project outcomes to determine the effectiveness of quality management activities

3.2 Report quality management issues and responses to others for application in future projects

112 5

BSBPMG405A Apply human resources management approaches1. Assist with

determining human resource requirements

1.1 Analyse work break-down structure to determine human resource requirements

1.2 Assess skill levels of project personnel against project task requirements

1.3 Assign responsibilities for achieving project deliverables

113 5

2. Assist with human resource monitoring and stakeholder liaison

2.1 Monitor the work of project personnel is monitored against assigned roles and responsibilities

2.2 Track, monitor and control actual effort against plan, review skill levels against allocated tasks, and recommend remedial action, where required, to others

2.3 Contribute to tracking, monitoring and controlling stakeholder participation in and communication with the project

2.4 Advise others when assigned responsibilities are not met by project personnel, or stakeholder expectations are at variance

2.5 Undertake work in a multi-disciplinary environment in accordance with established human resource management practices, plans, guidelines and procedures to achieve designated project objectives

2.6 Resolve potential and actual conflicts in accordance with agreed dispute resolution processes or report to others for resolution

2.7 Offer human resource development opportunities to individuals with skill gaps

114, 115 5

3. Contribute to evaluating human resource and stakeholder management practices

3.1 Contribute to assessing the overall effectiveness of project human resource management, and document lessons learned

3.2 Report human resource issues to others to aid the continuous improvement process

3.3 Contribute to stakeholder satisfaction analysis, and assist with post-project operational review

116, 117 5

BSBPMG406A Apply communications management techniques1 Contribute to

communications planning

1.1 Identify, source and contribute relevant information requirements to initial project documentation1.2 Contribute to developing and implementing the communications plan and communications networks

118, 119 5



2 Conduct information management activities

2.1 Gather, validate, store, retrieve, filter and disseminate information within agreed procedures as directed, to aid decision making processes throughout project life cycle

2.2 Maintain information to ensure data is secure and auditable

118, 119 5

3 Communicate project information

3.1 Undertake communication within project, with client and other stakeholders within agreed networks, processes and procedures to ensure flow of necessary information

3.2 Ensure reports are written and released in accordance with authorisation, or drafted for release by others3.3 Seek information and advice from appropriate project authorities when in doubt

119 5

4 Contribute to assessment of communication effectiveness

4.1 Provide assistance in the ongoing review of project outcomes to determine the effectiveness of communications management activities

4.2 Report communication management issues and responses to higher project authorities for application in future projects

119 5

BSBPMG407A Apply risk management techniques1 Assist with risk

analysis and planning1.1 Contribute to identifying and prioritising potential risks throughout the project life cycle

1.2 Provide input, within delegated authority, to develop risk management strategies and risk management plans within established guidelines

1.3 Establish risk analysis methods, techniques and tools to assist in the analysis of risks

1.4 Ensure reporting mechanisms for risks are planned for and agreed to

120, 121 5

2 Conduct risk control activities

2.1 Undertake control activities in accordance with agreed project and risk management plans to achieve project objectives

2.2 Measure progress and act on perceived, potential or actual risks within authority or report to others for response 2.3 Contribute to the implementation of agreed risk approaches and the amendment of plans to reflect the changing

environment2.4 Identify and report opportunities for action in the same way as risks

121, 122 5

3 Contribute to assessing risk management outcomes

3.1 Contribute to the ongoing review of project outcomes to determine the effectiveness of risk management activities by accessing project records and other available information

3.2 Report risk management issues and responses to others for lessons learned or application in future projects

122 5

BSBPMG408A Apply contract and procurement procedures1 Assist with contract

and procurement planning

1.1 Contribute to the establishment of procurement requirements1.2 Act under delegated authority to contribute to the development of the procurement management plan 1.3 Contribute to the development of project documentation for contract definition and formation

123 5

2 Contribute to contractor selection

2.1 Gather and evaluate information on potential suppliers 124 5



process 2.2 Make recommendations to assist in selection of preferred contractors2.3 Provide contribution to the definition of agreed terms and conditions with preferred contractor/s2.4 Assist with the development of the final tendering and contractual documentation

3 Conduct contracting and procurement activities

3.1 Undertake procurement activities and maintain information so that reporting, confidentiality and audit requirements are met

3.2 Receive, reconcile and register supplies in accordance with established procedures to facilitate payment throughout project

3.3 Monitor and control contractors and suppliers and their activities for compliance with designated responsibilities, deliverables, time/cost and quality conformance and other requirements

125, 126 5

4 Conduct finalisation activities

4.1 Test and accept supplies to ensure quality and suitability for purpose4.2 Provide assistance in the ongoing review of project outcomes using available records and information to

determine the effectiveness of contracting and procurement activities 4.3 Report contracting and procurement management issues and responses to others for application in future projects

127 5

BSBRSK401A Indentify risk and apply risk management processes

1 Identify risks 1.1 Identify the context for risk management 1.2 Identify risks using tools, ensuring all reasonable steps have been taken to identify all risks 1.3 Document identified risks in accordance with relevant policies, procedures and legislation

128

2 Analyse and evaluate risks

2.1 Analyse and document risks in consultation with relevant stakeholders2.2 Undertake risk categorisation and determine level of risk2.3 Document analysis processes and outcomes

128

3 Treat risks 3.1 Determine appropriate control measures for risks and assess for strengths and weaknesses 3.2 Identify control measures for all risks3.3 Refer risks relevant to whole of organisation or having an impact beyond own work responsibilities and area of

operation to others as per established policies and procedures3.4 Choose and implement control measures for own area of operation and/or responsibilities3.5 Prepare and implement treatment plans

128, 129

4 Monitor and review effectiveness of risk treatment/s

4.1 Regularly review implemented treatment/s against measures of success4.2 Use review results to improve the treatment of risks4.3 Provide assistance to auditing risk in own area of operation4.4 Monitor and review management of risk in own area of operation

129




1 Develop workplace sustainability policy

1.1 Define scope of sustainability policy 1.2 Gather information from a range of sources to plan and develop policy 1.3 Identify and consult stakeholders as a key component of the policy development process 1.4 Include appropriate strategies in policy at all stages of work for minimising resource use, reducing toxic material

and hazardous chemical use, and employing life cycle management approaches 1.5 Make recommendations for policy options based on likely effectiveness, timeframes and cost1.6 Develop policy that reflects the organisation's commitment to sustainability as an integral part of business planning

and as a business opportunity1.7 Agree to appropriate methods of implementation

130

2 Communicate workplace sustainability policy

2.1 Promote workplace sustainability policy, including its expected outcome to key stakeholders2.2 Inform those involved in implementing the policy as to outcomes expected, activities to be undertaken and

responsibilities assigned

130, 131

3 Implement workplace sustainability policy

3.1 Develop and communicate procedures to help implement workplace sustainability policy3.2 Implement strategies for continuous improvement in resource efficiency3.3 Establish and assign responsibility to use recording systems for tracking continuous improvements in sustainability

approaches

130, 131

4 Review workplace sustainability policy implementation

4.1 Document outcomes and provide feedback to key personnel and stakeholders4.2 Investigate successes or otherwise of policy4.3 Monitor records to identify trends that may require remedial action and use to promote continuous improvement of

performance4.4 Modify policy and or procedures as required to ensure improvements are made

132

BSBWOR502A Ensure team effectiveness1 Establish team

performance plan1.1 Consult team members to establish a common understanding of team purpose, roles, responsibilities and

accountabilities in accordance with organisational goals, plans and objectives 1.2 Develop performance plans to establish expected outcomes, outputs, key performance indicators and goals

for work team 1.3 Support team members in meeting expected performance outcomes

133

2 Develop and facilitate team cohesion

2.1 Develop strategies to ensure team members have input into planning, decision making and operational aspects of work team

2.2 Develop policies and procedures to ensure team members take responsibility for own work and assist others to undertake required roles and responsibilities

2.3 Provide feedback to team members to encourage, value and reward individual and team efforts and contributions2.4 Develop processes to ensure that issues, concerns and problems identified by team members are recognised

134



and addressed

3 Facilitate teamwork3.1 Encourage team members and individuals to participate in and to take responsibility for team activities, including

communication processes3.2 Support the team in identifying and resolving work performance problems3.3 Ensure own contribution to work team serves as a role model for others and enhances the organisation's image

for all stakeholders

134, 135

4 Liaise with stakeholders 4.1 Establish and maintain open communication processes with all stakeholders

4.2 Communicate information from line manager/management to the team 4.3 Communicate unresolved issues, concerns and problems raised by team members and follow-up with line

manager/management and other relevant stakeholders4.4 Evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by

internal or external stakeholders

134, 135, 136

BSBWRK509A Manage industrial relations1 Develop industrial

relations strategies/policies

1.1 Analyse strategic plans and operational plans to determine long-term industrial relations objectives1.2 Analyse existing industrial relations performance in relation to strategic industrial relations objectives1.3 Evaluate options in terms of cost benefit, risk analysis and current legislative requirements 1.4 Establish industrial relations strategies/policies within the management team1.5 Identify the knowledge and skills needed by management and the workforce to effectively implement these

strategies/policies

137

2 Implement industrial relations strategies/policies and plans

2.1 Develop an implementation plan and contingency plan for the industrial relations strategies/policies 2.2 Make arrangements for training and development in accordance with identified needs, to support the industrial

relations plan2.3 Undertake associated industrial relations activities to agree to changes required by policies or implementation

plan 2.4 Ensure procedures for addressing grievances and conflict are properly documented2.5 Communicate key issues about procedures for addressing grievances and conflict

138, 139

3 Manage negotiations, conflict and disputes

3.1 Train individuals in conflict management techniques/procedures3.2 Identify and where possible alleviate or eliminate, sources of conflict or grievance in accordance with legal

requirements3.3 Check documentation and other information sources to clarify issues in dispute3.4 Obtain expert or specialist advice and/or refer to precedents, if required

140



3.5 Determine desired negotiation outcomes, negotiation strategy and negotiation timeframes3.6 Advocate the organisation's position in negotiation to obtain agreement3.7 Document and if necessary, certify the agreed outcomes with the relevant jurisdiction 3.8 Implement agreements3.9 Take remedial action where groups or individuals fail to abide by agreements
