Assessment Information | My Assignment Tutor

Assignment Coversheet Name:                                                                                     Student ID:                                                                              Email Address:                                                                                   Class:                                                                                      Unit name:                                                                                                                    Unit Code:                               Assignment name:                                                                                                                  Student Declaration I declare that – The evidence I have submitted for assessment is my own work, andThe evidence I have submitted for assessment has not been shared with other students, and I have taken all reasonable precautions to ensure that my work cannot be accessed by other students that may seek to submit my work as their own, andAll of the sources of information used to prepare my work have been, or may be accurately cited, andI retain a copy of all my original for my own records, or for resubmission if required by Academia Australia, andI have read and understood Academia Australia’s policy regarding plagiarism, and I accept the right of Academia Australia to investigate suspected plagiarism, and to act in accordance with the policy and procedure I have read. Student Signature:        __________________________________________            Date of Submission:  ___       /           /20       Assessment Information You must achieve a satisfactory outcome for each of the required criteria of this assessment to be deemed satisfactory for this assessment. You must achieve a satisfactory result for the assessments for this unit of competency to achieve a competent result for the unit. If one or more of the assessment results are not satisfactory, you will be Not Yet Competent for this unit.You may follow the Assessment Appeals process in the Student Handbook (www.academia21.com) if you are not satisfied with:the assessment result; orthe way an assessment was carried out by your trainer; orthe conditions or structure of the assessment The student handbook has the steps for reassessment if you receive a Not Yet Competent mark and do not want to appeal. Reasonable adjustment for assessment Where students have highlighted Language, Literacy and Numeracy issues reasonable adjustment to the assessment can be made.  Should you receive a ‘Not Yet Competent’ or ‘Resubmit’ result for the assessment you will be given the opportunity to re-submit your assessment work with any amendments requested by your trainer. The adjustment may include actions such as: • Student demonstrating knowledge through verbal discussion to identify correct answers • Student demonstrating knowledge through applied skills • Allowing additional time relating to disability • Through consultation amending assessment timeframes • Assistance in the form of the training location to allow easier access • Accessing relevant equipment or aids to assist the student • Adjustments to the assessment methods to cater for any special needs (without effecting the integrity of the outcome) If a student requests or is identified as requiring reasonable adjustment to the training and assessment process a detailed training and assessment plan including timetables, notes regarding the required adjustments, and any related communications regarding the adjustments must be maintained in the students file. The RTO Manager must review and authorise any request for ‘reasonable adjustment’ to ensure that any adjustments and resulting outcomes are not affecting the integrity of the training and assessment process. Location of and completion timeframes for assessment The location of the assessment will depend upon the nature of the assessment. Direct observation of student’s skills will be assessed in the practical commercial kitchens / simulated restaurant at Academia, the timeframes for these assessments will be related to the scheduled times of the practical classes. Other assessments such as; role plays, in class activities, presentations and written tests will be conducting in the classroom. The timeframes and due dates for these assessments, as well as any reports, projects or research assignments, are documented in the stage outlines. Stage outlines are handed out at the beginning of each term. Assessment 2 – Role Play The practical assessment for this unit of competency consists of 3 parts, Part A, Part B and Part C. Part A: You will be observed resolving escalated complaints or disputes with customers. Part B: You will be observed resolving team member disputes. Part C: You will be observed taking appropriate action in response to a conflict situations You will be observed completing each of the tasks as detailed below or as defined and instructed by your trainer. The observation criteria below provide a guideline for criteria relevant for each task. PART A You will be observed demonstrating how you resolve 3 escalated complaints or disputes (to be selected from the list below/”Nature of problem”) with customers. When solving the complaints or disputes you are required to apply a range of conflict-resolution techniques and communication skills. The observation criteria below provide an indication of the expected performance requirements. InstanceDateDuration from … to…Nature of problemInstance 1:        delays or poor timing of product or service supply   delays or errors in providing product or service  Brief Overview of the nature of problem                               PART B You will be observed demonstrating how you resolve team member disputes (to be selected from the list below/”Nature of problem”) with customers. When solving the complaints or disputes you are required to apply a range of conflict-resolution techniques and communication skills. The observation criteria below provide an indication of the expected performance requirements. InstanceDateDuration from … to…Matter/problem     dismissal   cultural misunderstandingBrief Overview of the matter/problem:                         PART C You will be observed demonstrating how you take appropriate action during threat or conflict situations. When seeking to solve or manage the relevant situations, you are required to apply a range of conflict-resolution techniques and communication skills. The observation criteria below provide an indication of the expected performance requirements. InstanceDateDuration from … to…Threat/Conflict     customer refusing to leave or be pacified   drug or alcohol-affected person   person who appears to be violent or are threatening   people involved in physical violence   person with gun or arms   situation where someone has been or may be hurtBrief Overview of the matter/problem:                       Marking Criteria Role Play – ScenariosNot AttemptedNot SatisfactorySatisfactoryExcellentComments0123SITXCOM005 Manage conflict Student clearly established what the scenario was and explained this to the class at the beginning of the role-play     Student Identified the potential for conflict quickly and took swift and tactful action to prevent escalation     Student Identified quickly situations where personal safety of customers or colleagues may be threatened and organised appropriate assistance where appropriate     Student established and agreed on the nature and details of the complaint with the customer by clarifying each detail     Student encouraged all points of view and accepted them and treated them with respect     Student used effective communication skills to assist in the management of the conflict     Student took responsibility for finding a solution to the conflict within the scope of their individual responsibility     Student took appropriate action to resolve the complaint to the customer’s satisfaction as much as possible     Student used accepted conflict resolution techniques and handled complaints sensitively, courteously and discreetly to manage the conflict situation and develop solutions     The Student where appropriate, used techniques to turn complaints into opportunities to demonstrate high quality customer service     Student completed necessary documentation accurately and legibly detailing conflict that took place     Verbal summary given to Trainer highlighting evaluating conflict situation and effectiveness of solution     Total Marks out of 36   Student is satisfactory for this assessment task:   Yes             Not Yet ________________________________                              ___ / ___ / _____                 Trainer’s Signature                                                      Date