Sunshine College
BSB20107 Certificate II in Business
Observation/demonstration checklist
BSBCMM201A Communicate in the workplace
Student
Student
Sign off
Assessor
Assessor
Sign off
Assessment/evidence gathering conditions:
This observation/demonstration involves knowledge, attitude, skills as well as employability skills,
required for communicating in the workplace.
Task: Telephone activity – students will be required to demonstrate their ability to answer telephone calls
in at least 2 situations.
Conditions: (insert the specific school conditions eg Organisational Guidelines, rotation of students,
equipment, etc)
Start
observations
End observations
Instructions:
Assessor will identify any areas where the student has gaps in practical
skills and provide feedback to the student.
A cross indicates that a gap is identified.
No cross indicates student is on track to achieving competence.
Generic skills
answered call by the third ring
used the appropriate greeting (as per organisational guidelines)
used an acceptable volume, tone and pitch
determined purpose of call
(insert list of other skills)
Specific skills for 1st telephone call
successfully put caller on hold – appropriate wording
successfully put caller on hold – use of equipment
successfully transferred caller - appropriate wording
successfully transferred caller – use of equipment
(insert list of other skills)
Specific skills for 2nd telephone call
used appropriate language in the situation
treated caller with respect, courtesy and sensitivity
kept calm
clearly explained the choice of actions
(insert list of other skills)
[version control and page numbering required]
Number of
observations where
gaps identified
1
2
3
4
BSBCMM201A — Observation/demonstration checklist
Evidence towards competency
BSBCMM201A Communicate in the workplace
yes
no
EOC1 Gather, convey and receive information and ideas
1.1
Collect information to achieve work responsibilities from appropriate
sources
1.2
Use method/s and/or equipment to communicate appropriate ideas
and information to the audience
1.3
Use effective listening and speaking skills in verbal communication
1.4
Seek input from internal and external sources to develop and refine
new ideas and approaches
1.5
Respond to instructions or enquiries promptly and in accordance with
organisational requirements
EOC2 Complete workplace documentation and correspondence
2.1
Present written information and ideas in clear and concise
language to ensure the intended meaning of correspondence is
understood by recipient
2.2
Draft and present correspondence within designated time lines
2.3
Ensure presentation of written information meets organisational
standards of style, format and accuracy
2.4
Complete workplace forms and documentation in a clear, concise and
easy to read format
EOC3 Communicate in a way that responds positively to individual
differences
3.1
Value all individuals and treat them with respect, courtesy and
sensitivity
3.2
Take into consideration cultural differences in all verbal and nonverbal communication
3.3
Use communication to develop and maintain positive relationships,
mutual trust and confidence
3.4
Make efforts to use basic strategies to overcome language barriers
3.5
Ensure that behaviour is consistent with legislative requirements,
enterprise guidelines and/or social protocols
Progressive feedback to student, identifying gaps in
competency and comments on positive development:
Date
Feedback from student on
assessment
Feedback
Assessor initials:
[version control and page numbering required]
Date:
Student initials: