BSBTWK503 Manage Meetings

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M.S Aviation Pty Ltd T/A Australian School of Commerce RTO NO. 41089 I CRICOS NO.: 03489A Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia Ph: 1300 781 194 I E: [email protected] I W: www.asoc.edu.au ABN: 80 614 287 179

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BSBTWK503 Manage Meetings

Candidate Assessment Tool

STUDENT NAME:

STUDENT ID:

ASSESSOR NAME:

UNIT CODE AND TITLE: BSBTWK503-Manage Meetings

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ASSESSMENT RECEIPT FORM

NOTE: 1. This form must be attached on top of the completed Student Assessment Booklet when

submitting. 2. The Assessment Receipt Form must be signed and dated.

DECLARATION: 1. I am aware that penalties exist for plagiarism and cheating. 2. I am aware of the requirements set by my assessor. 3. I have retained a copy of my assessment.

Student Signature: _____________________________ ____

Date: __________________ ___

Assessment received by ASOC Staff

Name: Signature:

=================================TEAR HERE ==================================

Students must retain this as a Record of Submission Assessment handed on:

Unit code and title: BSBTWK503-Manage Meetings

Student ID: ……………………………..

Student Signature: ……………………

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About this booklet

This Candidate Assessment Tool has been designed for students undertaking face-to-face mode of study to provide information before they undertake these assessments. It also contains assessment tools to assess the skills and knowledge required from you to be deemed competent in this unit.

Please read all the information given to you when you receive this assessment booklet. If you do not understand any part of this booklet, please inform your assessor.

The Candidate Assessment Tool contains two (2) parts:

PART 1: Assessment information: This part contains information on the assessment for this unit of competency and how an assessment will be conducted throughout this unit to achieve the competency. It includes:

 Application of the unit of competency  Purpose of assessment  Elements, performance evidence and knowledge evidence requirements of the unit  Conditions, context, required resources and location of the assessment   Assessment tasks    Outline of evidence to be collected   Administration, recording and reporting the requirements including special adjustments, appeals,

reasonable adjustments and assessors’ intervention. 

PART 2: Assessment tasks: This part contains the information to undertake the assessment task successfully. In each assessment task, students will find the following information:  

 Task instructions    Role play/Practical Demonstration information  Information on resources required, where applicable. 

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PART 1

Assessment Information

Application of the unit of competency:

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This unit describes the skills and knowledge required to manage a range of meetings including overseeing

the meeting preparation processes, chairing meetings, organising the minutes and reporting meeting

outcomes.

The unit applies to individuals employed in a range of work environments who are required to organise and

manage meetings within their workplace. These individuals may work as senior administrative staff or may

be individuals with responsibility for conducting and chairing meetings in the workplace.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Purpose of assessment:

The purpose of assessment is to determine competency in the unit BSBTWK503-Manage Meetings

Performance evidence: Evidence of the ability to:

 manage a meeting on at least two occasions.

 apply conventions and procedures for meetings including:

 developing and distributing agendas and papers

 identifying and inviting meeting participants

 organising and confirming meeting arrangements

 conducting meeting

 completing meeting-follow up actions

 follow relevant organisational policies and procedures.

Knowledge evidence:

 meeting terminology, structures and arrangements

 responsibilities of the chairperson and key features of group dynamics in relation to managing

meetings

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 key features of options for meetings including face-to-face and virtual meetings

 methods for recording meeting notes including relevant organisational requirements and conventions

for type of meeting

 organisational procedures and policies regarding meetings, chairing and minutes including

identifying organisational formats for minutes and agendas.

Context and conditions for assessment: To comply with the assessment conditions of this unit:  Skills for this unit of competency will be demonstrated in ASOC classroom/Computer lab located at

2, Hunt St , Coburg , Victoria 3058

 You will have access to suitable facilities, equipment and resources, including template

documentation, policies and procedures to undertake the assessment tasks for this unit of

competency. (refer appendix 1)

Resources required: The assessor will ensure that assessment is conducted in a safe environment and you have access to the following resources for the unit: • Computer with internet connection to refer to various programs such as MS word, MS excel, MS PowerPoint or any other recognised software program. • Candidate Assessment Tool. • ASOC Learners’ resources for the unit BSBTWK503-Manage Meetings

Clustering/holistic assessment: There is no provision for clustering of assessments in this unit.

Competency requirements: To be judged competent in this unit, you must satisfactorily complete all assessment tasks to be Competent (C) in the unit. Students with unsatisfactory completion of any of the assignment tasks will be deemed Not Yet Competent (NYC).

Assessors will ensure that the evidence collected meets the requirements of the Rules of Evidence (authentic, current, sufficient and valid) prior to entering results into the competency record sheet.

Students unsuccessful at achieving “Satisfactory” for any assessment at the first attempt will be given two opportunities for reassessment. If the student is still deemed Not Yet Competent (NYC) after two reassessments in a unit of competency, student will be required to repeat the unit as per the scheduled delivery of the course. For further details, refer to ASOC Re-Assessment Policy and ASOC Course Progress Policy.

Assessment tasks Assessment description Location of assessment

Assessment Task 1 (AT1):

Knowledge Test

This assessment includes a series of questions students are required to answer; The student is required to answer all questions correctly.

ASOC training campus

Assessment Task 2 This assessment task requires students to complete

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Assessment tasks: To achieve competency in this unit, you must satisfactorily complete all the following assessment tasks within the date and time specified by your trainer/assessor. This will demonstrate that you have all the required skills and knowledge for this unit.

Outline of evidence to be collected: You must submit the following evidence to be marked competent for this unit. Your assessor willensure that the evidence submitted meets the Rules of Evidence which are valid, sufficient, current and authentic.

Assessment Task 1 (AT1):

Knowledge Test

 Answer all questions correctly in the Knowledge Test and submit to your assessor.

 Complete and sign the cover sheet for assessment task.

Assessment Task 2 (AT2):

Project

 Produce agenda and copy of communication notification.

 Any other supporting documents relating to the upcoming meeting.

 Complete and sign the cover sheet for assessment task.

You must read and follow this information carefully while completing assessments for this unit of competency and if you are unsure of any instruction, please contact your assessor to clarify. The assessments are intended to be equitable, fair and flexible.

Submission of assessment: You must ensure that the completed assessment tasks are submitted along with the assessment cover sheet:  Your assessor will mark the submitted assessment, provide feedback to you and complete the

comments section against each task, where applicable.  ALL tasks must be completed in legible English. It is preferred that the tasks submitted for

assessments are typed.  You must submit all assessments on or before the due date specified by the assessor as per the

training plan.  Extensions for individual assessment tasks may be negotiated in specific circumstances with your

assessor/trainer. However, you need to provide genuine evidence documents when seeking an extension to due date (e.g. extensions due to illness will require a medical certificate). To arrange an extension, you must speak to your assessor prior to the due date. Extensions must be confirmed by the trainer in writing.

 You are permitted to use dictionaries and to seek support (as required) unless it puts in jeopardy the integrity of the assessment, your assessor will let you know if this is the case.

 Unless the assessment task specifically allows pair work or group activities such as brainstorming, you must submit your own original work and must not copy the work of other students. Plagiarism is unacceptable.

Recording an assessment result:

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Once the assessments have been completed, the assessor will record the assessment results on the student assessment record sheets and all results will be approved by the Training Manager.

Assessors will check that you have completed the signed student declaration prior to filling out the assessment sheet.

Retaining assessment records: ASOC will securely retain all completed student assessment items for each student for a period of six months from the date on which the judgement of competence for the student was made. ASOC will also retain sufficient data to be able to reissue AQF certification documentation for a period of 30 years.

The assessor will ensure that the student records are securely retained and stored in accordance with the ASOC record control policy accessible by the Student Administration Officer.

Assessment outcomes: -

For unit of competency: There are two outcomes for assessments: C = Competent and NYC = Not Yet Competent (requires more training and experience).

You will be awarded C = Competent on completion of the unit when the assessor is satisfied that you have completed all assessments and have provided the appropriate evidence required to meet all criteria in line with the Rules of Evidence. If you fail to meet this requirement, you will receive the result NYC = Not Yet Competent and will be eligible to be re-assessed in accordance with the ASOC Re-Assessment Policy and ASOC Course Progress Policy.

For assessment task: There are two assessment outcomes for tasks. S = Satisfactory and NS = Not Satisfactory. On the individual assessment cover sheet for assessment tasks you will be marked Satisfactory, if you have completed the task successfully, submitted all evidence and satisfied the assessment criteria and Not Satisfactory, if you have not completed the task, the evidence is not sufficient or does not meet the requirements of the assessment criteria.

Re-assessment: If you are unsuccessful at achieving competency at the first attempt, you will be given two further opportunities for re-assessment at a mutually agreed time and date. For further details, refer to the ASOC Re-Assessment Policy and ASOC Course Progress Policy. As this is a competency-based program, the assessment continues throughout the program until you either achieve Competency in the assessment tasks or a further training need is identified and addressed.

Student access to records: You have the right to access current and accurate records of your participation and results at any time. You can request a copy of your records (results or attendance progress) by contacting the student administration or assessor.

Support: You may seek clarification about the assessment information and the instructions and tasks at any time from the assessor.

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Reasonable adjustments and special learning needs: ASOC works to ensure that students with recognized disadvantages can access and participate in education and training on the same basis as other students. Disadvantages may be based, for example, upon age, cultural background, physical disability, limited or non-current industry experience, language, numeracy or digital literacy issues. Where pre-training interviews and LLN assessments reveal that a student may require special support or where, after enrolment, it is made apparent that the student requires special support, reasonable adjustments will be made to the learning environment, training delivery, learning resources and/or assessment tasks to accommodate the particular needs of the student. An adjustment is reasonable if it can accommodate the student’s particular needs, while also taking into account factors such as the student’s views, the potential effect of the adjustment on the student and others and the costs and benefits of making the adjustment.

Any adjustments made must:  be discussed, agreed and documented in the assessment record  benefit the student  maintain the integrity of the competency standards and course requirements as stipulated in the

training package  be reasonable to expect in a workplace.

Reasonable adjustment may consist of:  providing additional time for students to complete learning and assessment tasks  presenting questions orally for students with literacy issues  asking questions in a relevant practical context  using large print material  extending the course duration  Presenting work instructions in diagrammatic or pictorial form instead of words and sentences.

Complaints and appeals: If you are dissatisfied with an assessment outcome, you may appeal the assessment decision. In the first instance, you are encouraged to appeal informally by contacting the assessor and discussing the matter with them. If you are dissatisfied with the outcome of such discussion, you may appeal further to training manager. If you are still dissatisfied, you may appeal formally and in writing to have the result reviewed. For more information, refer to the Assessment Policy and the Complaints and Appeals Policy and Procedures available in ASOC Website.

Assessor intervention: Assessors will check if you are ready for the assessment, and defer the assessment if you are not. Feedback will be given to you at the completion of the assessment. During role play, the assessor may act as a client or employer, where required, but the assessor will not interfere with the assessment. If the assessment activities might impact on your safety or that of others, the assessor will stop the assessment immediately.

Plagiarism, cheating and assessment dishonesty: ASOC considers plagiarism and cheating as a serious misdemeanor. Evidence of plagiarism and cheating is treated on a case by case basis and the consequences for students engaging in such practices may include failure of the assessment or unit or exclusion from the course. For more information, refer to ASOC Assessment Policy.

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Note: Referencing is a way of acknowledging the source of information that a person uses to research your assignment. References should be provided whenever someone else’s words. Ideas or research is used. One should also provide references for any information used. Website, journals, Research paper, Blogs, article and any other online sources needs to be referenced.

Assessor feedback: Assessors will provide feedback on the assessment that you have submitted. This can identify your strengths and weaknesses or be an overall comment on your submission. A copy of the feedback along with your submission will be given to you and you must keep a copy of it throughout the completion of the course.

Student Declaration: I.............................................................................. (Student Name) have read and understand the information provided above and also understand and accept that any act of plagiarism and academic dishonesty may have penalties including cancellation or suspension of my enrolment with ASOC. I further declare that:  All assessment work submitted for this unit competency is my own original work and plagiarism and collusion has not occurred.  Assessment work has not been copied or submitted for any other unit/course.  I have taken proper care and effort to ensure my work has not been copied by another person.  I have retained a copy of this assessment for my own records in the event I have to reproduce my work.  I am aware that any assessment deemed unsatisfactory will require me to undergo reassessment which may be different to the one originally submitted.

Student signature: ............................................................... Date: ....../....../.......

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PART 2

Assessment tasks

Assessment Task Cover Sheet Task 1 (AT1)

Student details Student Name: Student ID:

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Assessment details

Unit of Competency: BSBTWK503-Manage Meetings

Assessment Task 1: Knowledge Test

Date of Submission:

Assessment Outcome: Satisfactory Not Satisfactory

Feedback:

Student Plagiarism Declaration: By submitting this assessment to the college, I declare that this assessment task is original and has not been copied or taken from another source except where this work has been correctly acknowledged. I have made a photocopy or electronic copy or photograph of my assessment task, which I can produce if the original is lost.

Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment of this student, and I have provided appropriate feedback. I also declare that I have undertaken the indicated assessment integrity checks Check for plagiarism Software Yes No

Check for copying/collusion Yes No

Check for authenticity (own work) Yes No

Cheating or use of model answers Yes No

Student: I have received, discussed and accepted my result as above for this assessment and I am aware of my appeal rights.

Signature: ......................................................... Signature: ..................................

Date: ................................................................. Date: ........................................

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Assessment task 1: Knowledge Test

Required documents and equipment:  Computer with internet connection to refer to various programs such as MS word, MS excel, MS

PowerPoint or any other recognised software program.  ASOC Learners’ resources for the unit BSBTWK503-Manage Meetings (organised by the trainer/assessor)

 Learner’s notes

Instructions for students:  This assessment will be conducted in Computer lab with access to the resources listed above.

 You must answer all knowledge questions as part of this assessment and submit answers in electronic

copy. The assessor will verify the authenticity of the work by asking questions regarding the answers

provided. You must satisfactorily answer all questions to be deemed Satisfactory for this assessment.

 Be concise provide explanation according to the given word-limit and do not provide irrelevant information. Be

careful, quantity is not quality.

 Be careful to use non-discriminatory language. The language used should not devalue, demean, or exclude

individuals or groups on the basis of attributes such as gender, disability, culture, race, religion, sexual

preference or age. Gender inclusive language should be used.

 When you quote, paraphrase, summarise or copy information from the sources you are using to write your

answers/research your work, you must always acknowledge the source.

 You are required to mention your name and student Id in either header or footer of the assessment document

to be submitted.

Planning the assessment Access all resources mentioned in required resources, either printed copies or access via the internet.

 You must answer all questions in the knowledge test assessment.  Time allocated to complete this assessment is 4 hours.  Complete and submit the assessment on the same day of the assessment.  Assessor will set a time to provide feedback.

Evidence specifications: At the end of the assessment, student will be required to submit the following evidence on the same day of the assessment.

 Completed assessment task with all questions answered.  Completed and signed cover sheet for the assessment.

Evidence submission:

 Documentation must be submitted electronically.

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 Assessor will record the assessment outcome on the assessment cover sheet.

Knowledge Test QUESTION NUMBER

QUESTIONS Students response

(to be complete d by the assessor)

Question 1: What is the difference between a General meeting and an Annual General meeting?(30-50 words)

S NS

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Question 2: What are the meeting requirements for the following types of companies?(10-30 words each) Proprietary Company

Public Company

Listed Company

S NS

Question 3: In your own words, you are to explain the following terms:(10-30 words each) Chairperson: Secretary : Treasurer : Abstention : Adjournment : Agenda : Motion : Casting Vote : Proxy : Tabled :

S NS

Question 4: What documentation is required when organising and managing a formal meeting? Be sure to include a description of who is responsible for the documentation, and indicate any timelines required for this documentation.(20-50 words)

S NS

Question 5: Explain the role of the minute taker, and the interaction undertaken before, during and after a meeting. When should the minute taker prepare and distribute the minutes to attendees? Answer in 50- 100 words.

S NS

Question 6: ALT International will be holding a meeting of team leaders on the first Wednesday of next month. The meeting will take place in the board room at ALT Internationals head office – 133 Federal Avenue, Werribee Victoria 3030. This meeting will commence at 10:30 am and will run for 1 hour. Discussions the structure of the meeting which will include Budgets, Timeliness, Staff attendance, Sales targets, and OHS.

Develop an agenda for this meeting (50- 100 words)

S NS

When planning and managing a meeting, there are a number of tasks S

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Question7: that can, and should be delegated. List the types of tasks that could fall into this category, and the benefits associated with delegating these tasks to other staff members.(50- 100 words)

Question8: You are to read the following case study, and prepare minutes from the information provided.(50- 100 words)

Old Spice Paper Products specialises in party products such as paper plates, serviettes, paper cups as well as greeting cards and wrapping paper. The national office for Old Spice Paper Products is located at 199 Tree Ave, Woodend Victoria, where both the administration and manufacturing operations are housed. Old Spice Paper Products is managed by a board of directors who meet monthly at the Woodend site. The members of the board are

Jack Stone (Chair) Gillian Collins (Deputy Chair) Albert Brockwook Silvia Devola Janice BennettSaul Rickman Katherine Montigo Joseph Patulio

Old Spice Paper Products held its last board meeting on 15 July at 10:30am. Seven on the eight members were present, with an apology from Albert Brockwood. The minutes for June were received; and it was pointed out that the guest speaker’s name was Robinson, not Robertson. The minutes were then accepted, and no matters arose from the minutes.

A letter from the ATO was received notifying the company of changes to Sales Tax exemption laws. The chair requested that the General Manager of Old Spice Paper Products write to the ATO requesting further information regarding tax exemption laws. This information would be reported in the next meeting.

The HR manager reported that one staff members of the accounts department recently resigned to take up a similar position closer to home, and Bill Jacobe from manufacturing was soon to retire after 32 years of service. The chair recognised Bill’s service to the company and asked that the HR manager draft a letter on behalf of the board recognising and thanking Bill for his contribution to the company.

The Sales & Marketing manager presented the monthly sales report which included much discussion about the launch of a new range of party goods from Party Hearty Ltd. Party Hearty have only a small

S NS

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percentage of the party goods market, and they are now making a big push into this sector through the release of new products in supermarket chains. Their goods include a range of strong and durable paper plates in bright florescent colours, as well as matching cups, serviettes and plastic cutlery. They also have a number of special offers planned over the next two months. The board requested that the sales team undertake further research into the impact of Party Hearty into the party goods market and asked that this be presented at the next board meeting. A report in current performance against sales targets was also presented at the board highlighting the company’s exceptional sales results for April, May, and June of this year.

An OHS report was tabled by the HR sub-committee, but was deferred to the next meeting to enable more detailed consideration. A report was provided by the HR manager on negotiations for phase two if the enterprise bargaining agreement. A motion endorsing the proposed agreement was put by Saul Rickman and seconded by Kathering Montigo and agreed upon.

The date for the next meeting was scheduled for 15 August.

Question9: Describe in detail 6 points you should consider when communicating with culturally diverse people(50- 80 words) S

Question10: Describe the process of voting on a motion in a meeting.(20- 50 words) S

Question11: Describe how you would sequence a meeting (when writing an agenda). Explain the reasons for your comments.(20- 50 words) S

Question12: Describe the layout you would use for the following meeting types (20- 50 Words) S

Question13: Describe in detail 3 different meeting options that are available for use when participants are unable to be physically present in the meeting room. Write one advantage and one disadvantage for each type of meeting.(50-100)

S NS

Question14: Describe the role of a chairperson when managing a meeting and how do group dynamics affect the quality of a meeting? Write your answer in (50-100)

S NS

Question15: Explain in 30- 50 words for each question, why the following is S

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important during a meeting: a. To retain focus, direction and discipline b. To focus on “solutions” and “reach resolutions” c. To discuss all “agenda items” d. To conduct a meeting in an “honest” and “encouraging” manner e. To follow “parliamentary protocol”

Question16: List any three (3) legal considerations and/or regulations you may need to comply with during meetings.(10-30 words) S

Question17:

a. Write in your own words, how you transcribe meeting minutes? b. Prepare a list of any three (3) checks that you would conduct on transcribed notes before distributing them. c. How and what should be reported in the outcomes of a meeting? (50-100 words in total)

S NS

Question18: a. Prepare a list of at least five (5) items that can be included in the policy and procedure for meetings in an organisation. b. What are the different types of policy and procedures for meetings based on? (50-100 words in total)

S NS

Question19: Explain how to manage a meeting on any two different occasions? (30- 50 words). S

Assessment Task Cover Sheet Task 2 (AT2)

Student details

Student Name: Student ID:

Assessment details

Unit of Competency: BSBTWK503-Manage Meetings

Assessment Task 2: Project

Date of Submission:

Assessment Outcome: Satisfactory Not Satisfactory

Feedback:

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Check for copying/collusion Yes No

Check for authenticity (own work) Yes No

Cheating or use of model answers Yes No

Student: I have received, discussed and accepted my result as above for this assessment and I am aware of my appeal rights.

Signature: ......................................................... Signature: ..................................

Date: ................................................................. Date: .........................................

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Assessment Task 2: Project

Required documents and equipment:  Computer with internet connection to refer to various programs such as MS word, MS excel, MS

PowerPoint or any other recognised software program.  ASOC Learners’ resources for the BSBTWK503-Manage Meetings (organised by the trainer)  Learner’s notes  Appendix 1 (provided by trainer/assessor)

Instructions for students:  This assessment will be conducted in ASOC RTO’S Campus with access to the resources listed above.

 You must answer all questions as part of this assessment and submit answers in electronic copy. The

assessor will verify the authenticity of the work by asking questions regarding the answers provided. You

must satisfactorily answer all questions to be deemed Satisfactory for this assessment.

 Be concise provide explanation according to the given word-limit and do not provide irrelevant information. Be

careful, quantity is not quality.

 Be careful to use non-discriminatory language. The language used should not devalue, demean, or exclude

individuals or groups on the basis of attributes such as gender, disability, culture, race, religion, sexual

preference or age. Gender inclusive language should be used.

 When you quote, paraphrase, summarise or copy information from the sources you are using to write your

answers/research your work, you must always acknowledge the source.

 You are required to mention your name and student Id in either header or footer of the assessment document

to be submitted.

Planning the assessment  Access all resources mentioned in required resources either printed copies or access via the internet.  Time required for assessment: 6 hours (this will be completed over multiple sessions but student must

submit assessment on or before the due date provided by the trainer/Assessor)  You must:

 Produce all evidence as required in the Project assessment.  Complete and submit in due timelines.  Submit with a completed and signed assessment cover sheet.

Evidence specifications: At the end of the assessment, student will be required to submit the following evidence

 All documents and templates specified at the end of each task.

 Completed and signed cover sheet for the assessment.

Evidence submission:

 Documentation must be submitted electronically.

 Assessor will record the assessment outcome on the assessment cover sheet.

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Overview: Project

Scenario for AT2- Project Meeting 1: You work at Biz Ops Enterprises as an Assistant Centre Manager. Since the centre at Sydney is facing some issues, your Centre Manager has decided to set up a meeting with all the employees that consists of Assistant Manager (You), Centre Manager (other student), CEO (Other student) and the Executive Assistant (Other student) The Centre Manager has also informed that two (2) centre representatives will join via video conference from Cairns. The CEO and Executive Assistant will be required to fly from Brisbane to Sydney for the meeting. The meeting will take place three weeks from now (17th May 2021). It is preferred that the meeting be held on a Monday or a Tuesday, since the centre representatives are available on these days.

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The Centre Manager has informed you to provide the documents to all attendees at least a week prior to the meeting scheduled. The meeting will be held at the conference room at the Biz Ops which is the Oakdale Conference room The meeting room has to be booked in for 10.00 am to 3 pm. Your Centre Manager has also indicated that the meeting must run for a maximum of four hours with a thirty minute break for lunch and fifteen-minute break for afternoon tea. In total, the meeting should only be for four hours and forty-five minutes.

FROM TO DEPARTURE TIME Brisbane Sydney 3.00 am

4.00 am 6.00 am

Sydney Brisbane 4.00 pm 6.15 pm 8.00 pm

Other than the flights, the Centre Manager has asked you to organise and liaise with the HR administration team for the catering .Biz Ops has a preferred supplier.

COSTS FOR CATERING Lunch Menu $15.50 per person for 6 variety finger food,

including tea, coffee, and juice Morning and Afternoon tea platter menu $11.00 per person, including tea, coffee, and

juice Dinner Menu $28.00 per person for banquet style menu

Issues faced by BizOps: A customer has complained about the staff being extremely rude. A staff named Paul has been extremely unprofessional with a customer and used aggressive behaviour toward the customer. The customer has made an official complaint against the staff and the meeting is held to discuss and come up with solutions for future. The higher management and the employees are required to meet and discuss ideas for customer service/training requirements for staff members. Things to be discussed during the meeting: Centre Manager prefers the meeting to start at 10:00 AM. He has asked you to chair and lead all the sessions unless indicated. He has given you the following agenda items in an e-mail:

 Welcome the attendees (10 minutes)  Review of past action items from previous meeting (30 minutes)  Discussion customer complaints at Biz Ops. Supervisor will be presenting the advertising brief. He would like this

distributed to all meeting participants before the meeting (30 minutes including questions)  Lunch (30 minutes)  Brainstorming for ideas for training in customer service (60 minutes)  Future schedule of project, what to expect (30 minutes)  Summary of key points at the end of the meeting. (10 minutes)  Afternoon tea (15 minutes)

Meeting 2: You work as an Assistant Centre Manager at BizOps. The company has recently opened a new office at cairns and hired one (1) Receptionist. It has been a month since the employee is working for BizOps

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and it’s time to check the performance. Your Centre Manager has helped you to arrange a meeting with one (1) Receptionist for the performance review. Your Centre Manager has asked you to send the relevant documents for the meeting at least two (2) days prior to the meeting. The details of the meetings are as follows:

 Attendees: Assistant Centre Manager (You), Centre Manager (Assessor), HR Personnel (Other student) Receptionist (other student as selected by the Assessor)

 Purpose: To discuss the performance of the Receptionist and to brief on points of improvement.  Date: 3rd May 2021  Time: 8.00 am  Venue: Oakdale Conference room

Before the meeting, the Centre Manager has asked you to provide the following documents to the Receptionist:

 Notice of Performance Meeting.

‘

Task 2.1- Prepare for Meetings About this Task: This is a project-based assessment which will be conducted in a simulated workplace environment at ASOC where students are required to prepare for meetings (Meeting 1 and Meeting 2)

Instructions for Student: For this task students are required to plan for the upcoming meetings (Meeting 1 and 2) as specified

in the Scenario for Project by developing an agenda, identifying the attendees, organising venue

and communicating with the attendees about the meeting as per ASOC’s policies.

 For Meeting 1, the class will be divided into groups of four (4) where each student will be required to play the

role of Assistant Centre Manager and other students will be the attendees of the meeting.

 For Meeting 2, Assessor will divide the class into pairs of two (2) where one (1) student will be required to take

turns to play the Assistant Centre Manager and Receptionist.

When playing the role of Assistant Centre Manager, the student will complete this task through the

following steps:

1. Students are required to identify the purpose of meeting from the Scenario for project provided.

2. Students will prepare a meeting agendas for Meeting 1 and 2 by using the Meeting Agenda Template in line with the purpose of the meeting reflecting the style and structure of the meeting.

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3. Student will be required to establish and verify the requirements of the meetings (Meeting 1 and 2) with relevant individual (Centre Manager-other student). Student will be required to obtain a response from the participants/attendees for Meeting 1 and 2.

For this part, student is required to send an email to the Centre Manager (Assessor), to confirm the requirements of Meeting 1 and 2 with the appropriate person which includes details such as number of attendees, duration of the meeting, budget and constraints, specific needs of participants (e.g. hearing impaired) and any other arrangements such as catering, flights, equipment and resources needed for the smooth flow of the meeting.

4. Students will identify the attendees according to Biz Ops procedures (Project Task- Meeting Procedures) who will be participating in the meeting and will notify the attendees of the upcoming meeting. Students will ensure that the attendees are notified if they are required to bring along any documents.

Students are required to use email to notify attendees (other students from the group for Meeting 1 and 2) Students to submit a PDF format print out as a part of the evidence.

5. Students will despatch meeting papers to the attendees (participants) such as agenda, notice of meeting, reports, etc. in due timelines.

In this case, students will email the documents to each attendee from the group and as a part of evidence, student will print out the copies of the documents.

Submission instructions:

 Meeting Agenda Template for each meeting.

 Verifying information via email for Meeting 1 and 2.

 Please ensure submission of coversheet along with assessment.

Students will also retain a copy of the documentation that will be prepared in this assessment to use it for Task 2.2.

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Task 2.1 Assessor Checklist

Student Assessment Criteria

Assessor to tick the appropriate box

Student Assessment Criteria Assessor to tick the appropriate box

Section 1 Section 2

Communication | Is the learner able to:  Communicate

clearly with others

 Ask for help when needed

 Follow instructions

 Identify the task requirements including document purpose and proposed audience

 Consult with others to determine meeting concepts and requirements

 Clarify task requirements with supervisor (assessor) as required

Yes No

Safety | Is the learner able to:  Work safely at all times  Ensure your actions do not

put the safety of yourself or others at risk

Yes No

Section 3 Did the student:

Assessor to tick the appropriate document completed by the student.

Meeting 1 Meeting 2

 Organise self before starting the task.

Yes No

 Identify meeting requirements and purpose of the meeting

Yes No

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Task 2.2- Conduct Meetings About this Task: This is a project-based assessment which will be conducted in a simulated workplace environment at ASOC where students are required to conduct two (2) meetings.

Instructions for Student: For this task students are required to conduct the meeting by using the documents as developed in

Task 2.1 and demonstrate a role play activity. Student will use the Role play script provided to

complete this task.

1. Students will be required to chair two (2) meetings (Meeting 1 and 2) according to the BizOps requirements and agreed conventions for conducting meetings. Students will be required to refer the Project task Meeting Procedures to complete this task.

2. Students will be required to promote participation, discussion & problem solving and resolution of issues by:  Encouraging the attendees/participants to give their input.  Use appropriate style and tone of voice.  Using appropriate vocabulary for the meeting.  Listening to the participants and seeking specific information.  Asking questions and clarifying questions.  Demonstrating problem solving skills to resolve issues and conflicts.

3. Student will brief the minute taker on the method for recording meeting notes. Student will be required to brief one (1) student for each meeting chosen by the Assessor- Minute Taker for the following:

 Instructing the meeting taker to use the Meeting Minutes template for BizOps.  Explaining the purpose of the meeting, determining whether formal/informal meeting (refer the

Meeting Agenda template)  Using specific terms in meetings.  Summarising actions and responsibilities.

Submission instructions:

 Meeting Minutes Template for each meeting.

 Role play activity.

 Please ensure submission of coversheet along with assessment.

Meeting 1 and Meeting 2 Role Play Information- Assistant Centre Manager (Chairperson) Role title Assistant Centre Manager- Chairperson Organization BizOps Role played by Student Is party playing the role is being

Yes

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assessed? Other parties involved in role play and their roles

Meeting 1: Centre Manager (other student), CEO (Other student) and the Executive Assistant (Other student) out of which one (1) individual will be the Minute Taker. Meeting 2: Centre Manager (other student), one (1) Receptionist (other student) and one (1) HR personnel out of which one individual will be the Minute taker.

Are other parties involved are being assessed during role?

Time allocated 15 mins for each student playing the role of Assistant Centre Manager/Chairperson.

Purpose of role You are required to play role of a Chair person for BizOps where you are required to conduct a meeting for 15 mins. You are required to ensure that all the attendees/participants discuss on the topic and that there is an outcome at the end of the meeting.

Role play script  You will arrange time with your assessor and you will organise

the time to brief the attendees.  You will ensure to print out spare copies of agenda that will be

distributed to the attendees before the commencement of the meeting.

 You will also make sure that any other documentation that are required will be made available before the meeting commences.

 You will start by introducing self and the participants.  You will chair the meeting keeping in mind the organisational

requirements, agreed conventions such as time limit on speakers, voting procedures, etc. and legal and ethical requirements such as codes of practice to be followed during the meeting.

 You will ensure the meetings are timed correctly and it focuses on the purpose of the meeting.

 You will also ensure the meeting that is conducted achieves the required outcome.

 You will ensure that the speakers and all attendees of the meeting participate, discuss and solve the problem at the meeting, finally reaching an agreed course of action.

 You will also appoint a minute taker and brief the minute taker on the method for recording the minutes as per the organisation’s policies and procedures and the usual practice for the type of meeting.

Role play information

It is important that you are prepared for this session, ensuring you:  prepare for the session to ensure everything is covered

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 develop and provide relevant documentation / supporting materials to your group Presentation Context

 Each meeting will consist of yourself (Chairperson) and attendees (other students) and 1 Minute taker out of all the attendees. Things to consider whilst performing this task:

 Be organized - prepare and plan for the session thoroughly.  Know your position as Chair person.  Know your company.  Arrange access to all required documentation for this process.  Be prepared to ask questions.  Be prepared to be asked questions.

Things to consider whilst role-playing a Minutes taker:  Be prepared  Act professionally throughout the process  Be prepared to ask questions when you require more

information  Answer all questions to the best of your ability  Make sure that by the end of the session, you are fully aware of

the legislative requirements, along with the actions you would need to perform to implement them.

 Remember, you will be required to both run the meeting as a chair person, and role-play as a minute taker (during another student’s assessment), so be sure to perform at your best at all times. This means you must participate in the session, and ask questions if you feel they are required (for clarification as needed)

Key outcome expected from role-play

 Student chairs meeting in accordance with the BizOps requirements, legal and ethical requirements while also ensuring they are focused, capable of producing results.

 Student organizes a meeting and advises the attendees accordingly.  Student prepares all documentation that is required before the meeting

starts and also organizes for spare set of documents.  Student appoints a minute taker and briefs the minute taker on method

for recording meeting notes.

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Meeting 1 and Meeting 2 Role Play Information- Minute taker Role title Minute taker Organization BizOps Role played by Student Is party playing the role is being assessed?

Other parties involved in role play and their roles

Are other parties involved are being assessed during role?

Yes- Student being assessed who is playing the role of Chair person

Time allocated 15 mins for supporting each student playing the role of Chairperson.

Purpose of role You are required to play role of attendee who will also play the minute taker where you will be required to support the Chairperson during the meeting.

Role play script  Chairperson will explain the protocol of recording minutes to the

minutes taker in accordance with the BizOps requirements, policies and procedures,

 Minutes taker will then read out the agenda of the meeting and encourage the other students (attendees) to start discussion on

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the allocated topic.  Minutes taker will take notes with speed during the meeting

which includes but does not limit to the participants speaking on the agenda items, and any other useful information. The Minutes taker must be accurate while taking notes.

Role play information

It is important that you are prepared for this session, ensuring you:  prepare for the session to ensure everything is covered  develop and provide relevant documentation / supporting

materials to your group Presentation Context

 Each meeting will consist of the following: Meeting 1: Centre Manager (other student), CEO (Other student) and the Executive Assistant (Other student) out of which one (1) individual will be the Minute Taker. Meeting 2: Centre Manager (other student), one (1) Receptionist (other student) and one (1) HR personnel out of which one individual will be the Minute taker.

Things to consider whilst performing this task:  Be organized - prepare and plan for the session thoroughly.  Know your position as a Minutes Taker.  Know your company.  Arrange access to all required documentation for this process.  Be prepared to ask questions.  Be prepared to be asked questions. Things to consider whilst role-playing a team member/attendee:  Be prepared  Act professionally throughout the process  Be prepared to ask questions when you require more

information  Answer all questions to the best of your ability  Make sure that by the end of the session, you are fully aware of

the legislative requirements, along with the actions you would need to perform to implement them.

 Remember, you will be required to both run the meeting as a chair person (during another student’s assessment), and role- play as an attendee/minute taker, so be sure to perform at your best at all times. This means you must participate in the session, and ask questions if you feel they are required (for clarification as needed)

Key outcome expected from role-play

 Student attends the meeting which is chaired by the chairperson.  Student understands the discussion taking place in the meeting.  Student is attentive and supportive during the meeting.  Student understands the method for recording meeting notes in

accordance with organizational procedures and conventions for type of

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meeting.

Student Assessment Criteria

Assessor to tick the appropriate box

Student Assessment Criteria

Assessor to tick the appropriate box

Section 1 Section 2

Communication | Is the learner able to:  Communicate

clearly with others  Ask for help when

needed  Follow instructions  Identify the task

requirements including document purpose and proposed audience

 Consult with others to determine meeting concepts and requirements

 Clarify task requirements with supervisor (assessor) as required

Yes No

Safety | Is the learner able to:  Work safely at all

times  Ensure your

actions do not put the safety of yourself or others at risk

Yes No

Section 3 Did the student:

Assessor to tick the appropriate document completed by the student.

Meeting 1: Meeting 2:

 Organise self before starting the task.

Yes No

 Identified meeting requirements.

Yes No

 Set up the meeting area in an appropriate format

Yes No

 Record attendances, apologies and proxies.

Yes No

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Task 2.3 Follow up meetings About this Task: This is a project-based assessment which will be conducted in a simulated workplace environment at ASOC where students are required to follow up two (2) meetings.

Instructions for Student: For this task students are required to review and follow up the meetings (Meeting 1 and Meeting 2)

as conducted and lead in Task 2.2.

1. Students will be required to review and edit the Meeting Minutes template that is completed during Meeting 1 and Meeting 2 in Task 2.2. Student will be required to use the Project Task Document style guide to review the Meeting Minutes template and edit the same.

Student will be required to use the same Meeting Minutes template as used in Task 2.2.

2. Students will be required to distribute the Meeting Minutes by sending an email to the Centre Manager for Meeting 1 and Meeting 2 & any other documents. Student will also be required to store a copy of the documents within set time lines, such as within a week of the meeting conducted. Student is required to refer the BizOps Information Management Policy and Information Management Procedures.

3. Student will document the outcomes of Meeting 1 and Meeting 2 within a designated timeline, such as one (1) week. Student is required to develop a report of not more than 500 words on the outcome of Meeting 1 and Meeting 2.

Submission instructions:

 Final Meeting Minutes Template for each meeting.

 Screenshot of email with minutes and documents sent to Centre Manager.

 Report on outcomes of Meeting 1 and 2.

 Please ensure submission of coversheet along with assessment.

Task 2.3 Assessor Checklist

Student Assessment Criteria

Assessor to tick the appropriate box

Student Assessment Criteria Assessor to tick the appropriate box

S ti 1 S ti 2

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Final Assessment Record

Student name: Student ID:

Assessor name: Date of completion:

Unit of competency: BSBTWK503-Manage Meetings

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Assessments Student results

Satisfactory Not Yet

Satisfactory Not Submitted

Assessment task 1: Knowledge Test

Assessment task 2: Project

Comments/ Feedback:

Unit outcome: Competent Not Yet Competent

Is re-assessment required? Yes No

Assessor Signoff By signing this final assessment record:  I confirm that the student has attempted all requirements of this unit of competency

 I am satisfied the work submitted is their own work.

 I have informed the participant of the assessment decision.

Assessor signature: Date:

Student Signoff By signing this final assessment record:  I have received, discussed and accept the outcome from my assessment as above for this unit of

competency and I am aware of my right to appeal.

Student signature: Date:

Candidate Feedback Form Candidate’s Name:

Unit: BSBTWK503-Manage Meetings

Assessor’s Name:

Assessment Date:

Please provide us some feedback on your assessment process.

Information provided on this form is used for evaluation of our assessment systems and processes.

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This information is confidential and is not released to any external parties without your written consent.

Please tick  Yes or No for the questions below: Yes No

Did you receive information about the assessment prior to the date?

Were the instructions to the assessment clear and easy to understand?

Did you understand the purpose of the assessment?

Were you advised of the performance criteria?

Were you advised of the process of the assessment?

Were there any surprises in your assessment?

Did you feel the assessment was fair?

Was your assessor professional?

Did you feel the assessment was accurate?

Were you comfortable with the outcome?

Did you receive feedback about your assessment?

If you answered no to any of the above questions are you aware of the appeals process?

Comments:

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Appendix1- Assessment resource in simulated business environment

ASOC will conduct this assessment in its campus by setting simulated business environment which is

safe and experiences typical writing field of work. The following resources will be made available to the

learner:

 ASOC office equipment and resources

 sample organisational policies and procedures for BizOps

 Computers and relevant software

Copyright: Instructions in this tool have been developed by NTA and ASOC for sole purpose of use by ASOC. Any part of these assessment instructions cannot be reproduced in full or part for without approval of ASOC and NTA which holds authorship rights.

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