Cricos fversion number unit code bsbpef

BSBPEF502
Project Assessment Pack

Assessment method-based instructions and guidelines: Skills Test

We have ventured into the web service industry to offer our superior and unique services to small businesses and organisations. Our experience and expertise in web sales and e-commerce give us the backing to provide solutions that are currently lacking in the market.

There is an all-time high demand for web development and marketing for small businesses with signs of rising further. Interestingly, few web developers have taken advantage of this opportunity, leaving the industry with no dominant provider.

Quality web solutions with a sound technical foundation that enable our clients to impress their customers and improve their online image worldwide. We want to make our customers stand out in the online environment and become the leading provider of online services for small and medium-sized businesses.

Keys to success

• Decrease average first reply time for e-mail support from 11 hours to 8 hours
• The service call resolution rate to be improved from 80% to 90%
The first contact resolution (FCR) rate to be improved by 10% by next month. •
• Provide appropriate support and training to the customer service staff members to improve their skills or address any performance or other issues.

• To promote team member accountability for personal work and team tasks.

As part of your job role, you have the following job responsibilities:
• Develop evaluation criteria for assessing emotional strengths and weaknesses conduct SWOT analysis against the evaluation criteria
• Conduct an analysis to identify personal emotional triggers and potential emotional stressors in the workplace, analyse the root cause of the stressors and identify methods for responding to them
• Seek feedback from the internal stakeholders to confirm methods for responding to emotional stressors in the workplace
• Analyse the emotional responses of co-workers, develop and implement plans for identifying and responding to a range of emotional expressions
• Apply techniques that promote flexibility in interactions with others and show consideration for the emotions of others when making the decision
• Consult with relevant stakeholders and identify improvement areas for own emotional intelligence • Promote the development of emotional intelligence in others by identifying workplace opportunities for others to express their thoughts and feelings and developing tasks for assessing them to understand the effect of personal behaviour and emotions on others in the workplace •
Implement identified opportunities and tasks in the workplace according to organisational policy and procedures

Skills Test:

This assessment task requires you to demonstrate skills to develop and use emotional intelligence to

o Conflict management

o Performance management

main roles applicable to the assessment task includes:

Role number 1: Operations Manager: The Operations Manager is the individual who supervises or is

• Supervise you completing the assessment task and requirements

Role number 2: Customer service team members: The team members are student’s co-worker or

• Communicate and collaborate with you for each assessment activity

• The trainer/assessor will assign the roles of team members for each activity.

• Each student will be assessed individually for all assessment activities.

Assessment activities:
Activity 1: Prepare to develop emotional intelligence
Activity context
Management wants you to ensure that as a manager, you have the required emotional intelligence skills that help you improve communication, management, problem-solving, and relationships within the workplace.

To conduct the self-evaluation, you are required to:
• Develop evaluation/assessment criteria to assess personal emotional strengths and weaknesses.

When developing the assessment criteria, you need to consider the skills you need to improve: o self-awareness
o self-management
o social awareness
o relationship management

▪ For example, your tendency to argue, or the way you like to send out detailed e- mails (and so on). Again, reflect on others’ occasional criticisms of you (both those of friends and colleagues). Try not to feel annoyed. Instead, consider how accurate they might be, especially when problems have erupted. Don’t forget to include any praise you’ve earned and received.

your SWOT (strengths, weaknesses, opportunities and threats) might be.

When conducting the meeting, you must demonstrate effective and communication skills at all times:

• Use formal communication style, encouraging and respectful tone

• Answer questions clearly and concisely

eye contact

o Your strengths and weaknesses

o Emotional stressors in the workplace

o Listen and comprehend information from a variety of spoken exchanges with the

participants of the meeting

o Confirm methods for responding to emotional stressors in the workplace.

During the meeting, the Operations Manager and HR Manager will:

• Revise the self-evaluation template (part A)

After the meeting, you must provide summary outcomes of the meeting using the meeting minutes

• Use business style writing.

• The text must provide a summary of the attachment.

Meeting minutes template:

Activity context

Jerry is 65 and has been working for the company for the past six years. Born and raised in Australia, Jerry has spent most of his life working in Sales or Retail. Jerry had planned to retire at the age of 60, but his circumstances have confined him to continue working. Jerry works constructively and is efficient in achieving more than the required numbers for signing up landlords and tenants.

This activity requires you to demonstrate emotional intelligence skills to manage conflict in the workplace and promote the development of emotional intelligence in the team members.

To do so, you are required to arrange a meeting with the team members (Jerry and Rahul).

range of emotional expressions

Before the meeting, you are required to develop a meeting agenda and send an e-mail to the staff members to invite them to the meeting.

The meeting agenda must be prepared, considering the objectives of the meeting and using the template

provided. The meeting agenda must discuss the purpose of the meeting and provide details regarding

When conducting the meeting, you must:

• Demonstrate effective and communication skills at all times:

o Adapt communication to suit the audience

o Answer questions clearly and concisely

• Demonstrate the application of techniques that show consideration for the emotions of the team

members when making decisions

o Reasons for the conflict.

o Emotional stressors and triggers behind the emotional responses

o Listen and comprehend information from a variety of spoken exchanges with the

participants of the meeting