BSBWOR203 Workplace Problem Project

Assessment Task 3: Workplace problem project

Task summary

You are required to identify potential solutions for a case study scenario.

This assessment is to be completed in the simulated work environment in the RTO.

Required

• Access to textbooks and other learning materials.
• Computer with Microsoft Office and internet access.

Timing

Your assessor will advise you of the due date of these submissions.

Submit

• Email with Case Study Responses attached.

Assessment criteria

For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.

Re-submission opportunities

You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

Assessment Task 3 Instructions as provided to students

Complete the following activities:

Carefully read the following scenario

The new customer service officer has now been with IPSO Hospitality Group for three months.

She confides with you (a fellow customer service officer) that she is feeling stressed and hasn’t been sleeping well because she doesn’t feel that she has had enough training to do her job and sometimes when customers call with issues, she is just not sure how to respond.

1. Briefly explain why the issue identified in the scenario is an issue that needs to be resolved.
2. In around a paragraph, describe what good stress is and what bad stress is.
3. Who should the stressed customer service officer speak to?
4. Who, outside the organization, could the stressed customer service officer ask to assist them with this issue should the staff member not be satisfied with their employer’s response?
5. Describe at least five steps that the new customer service officer could take to assist in dealing with workplace stress.
6. Send an email to your assessor.
   The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
   It should introduce and summarize the contents of the attachment
   Attach your Case Study Responses to the email.

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