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BSBHRM501 Manage human resources services , BSBHRM512 , BSBWRK520 Manage employee relations

JUST FINISH TASK 1 ONLY .
I ONLY ASK FOR TASK 1 TO BE DONE IN EACH ASSESSMENTS <3 THANKS <3

Assessment Tasks for

BSBHRM501 Manage human resources services

Assessment Tasks

for BSBHRM501 Manage human resources services Jasmine Education Group Version 2.1

Last Updated: 11 November 2019 Next Review Date: 11 November 2020

Approved by Academic Manager Page 1 of 12

Assessment Tasks for

BSBHRM501 Manage human resources services

Assessment Tasks for

BSBHRM501 Manage human resources services

Assessment Tasks for BSBHRM501 Manage human resources services Jasmine Education Group Version 2.1

Last Updated: 11 November 2019 Next Review Date: 11 November 2020

Approved by Academic Manager Page 2 of 12

Assessment plan

The following outlines the requirements of your final assessment for BSBHRM501 Manage human resources

services. You are required to complete all tasks to demonstrate competency in this unit.

This unit is assessed through the following:

Assessment Requirements Method of Assessment Due date

1. Short answer questions Written activities/demonstration TBA

2. Human resources requirements project (Part

A, B, C)

Project/observation TBA

3. Develop a service level agreement (Part A and

Project/observation TBA

4. HR Survey Project/observation TBA

5. Ethics case study Case study/project TBA

All assessments will ensure that the principles of assessment and rules of evidence are adhered to. The principles

of assessment are that assessment must be valid, fair, reliable and consistent. The rules of evidence state that

evidence must be sufficient, valid, current and authentic.

If reassessment is required, you will be given the chance to resubmit the assessment task. You will have up to three

opportunities to resubmit each assessment task. If, after the third attempt, the assessment is still not satisfactory

your trainer/assessor will make alternative arrangements for assessment.

Agreement by the student

Have you read and understood what is required of you in terms of assessment?

 Yes  No

Do you understand the requirements of this assessment?  Yes  No

Do you agree to the way in which you are being assessed?  Yes  No

Do you have any special needs or considerations to be made for this assessment? If

yes, what are they?

____________________________________________________________________________________________

 Yes  No

Do you understand your rights to appeal the decisions made in an assessment?  Yes  No

Student name: _______________________________________________________________________________

Student signature: __________________________________________________ Date: ____________________

Assessor name: ______________________________________________________________________________

Assessor signature: _________________________________________________ Date: ____________________

Assessment Tasks for
BSBHRM501 Manage human resources services

Assessment Tasks for BSBHRM501 Manage human resources services Jasmine Education Group Version 2.1
Last Updated: 11 November 2019 Next Review Date: 11 November 2020

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Assessment Task 1 – Written Questions

Resources required

 Paper and pens

Context and conditions of assessment

The written questions will be completed in the classroom on the date specified by the assessor.

Instructions to student

Complete the questions below. You are required to answer all questions correctly. If incorrect answers are

provided, your assessor will identify if there are gaps in your knowledge and understanding and will work with

you to make arrangements for reassessment. Your assessor will advise you when and where the written

activities are to be completed and the time you will have to answer all of the questions.

You should complete your answers on a separate piece of paper with the questions numbers clearly shown.

1. Discuss in at least two sentences the aim and scope of the Fair Work Act 2009?

2. Briefly describe the role of the Fair Work Commission.

3. Briefly describe the role of the Australian Human Rights Commission.

4. Briefly discuss the purpose and scope of the Age Discrimination Acct 2004.

5. Briefly discuss the major objectives of the Disability Discrimination Act1992.

6. Briefly discuss the importance of a human resources strategy.

7. Discuss four key steps in the human resources strategic planning process. Discuss each step in at

least 2 to 3 sentences.

8. Briefly describe the purpose of performance monitoring in relation to a contract?

9. Briefly describe the purpose of performance assessment in relation to a contract?

Assessment Tasks for
BSBHRM501 Manage human resources services

Assessment Tasks for BSBHRM501 Manage human resources services Jasmine Education Group Version 2.1
Last Updated: 11 November 2019 Next Review Date: 11 November 2020

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Assessment Task 2: Human resources requirements project

Resources required

 Computer and Microsoft Office

 Access to Boutique Build Strategic and Operational Plan

 Access to the internet for research

 Space for a meeting

Context and conditions of assessment

This assessment should be completed in the classroom as part of the simulated work environment. The

assessor will advise dates for submission.

Instructions to student

All assessment activities relate to a fictional organisation, Boutique Build Australia Pty Ltd.

You are required to determine human resources strategies for Boutique Build Australia and you will need to

do this by reviewing the company’s strategic plan in order to determine its goals and objectives and resulting

human resources needs, as well as consulting with managers on their human resource needs.

Boutique Build Australia Pty Ltd is a boutique building company based in Sydney that specialises in
the design and build of high quality designer homes for the Sydney metropolitan and surrounding
areas. The company has been operational for seven years. The company employs the following staff:

Managing Director, Marketing and Sales Manager, Sales Consultants (4), Office Manager, Human
Resources Manager, Human Resources Assistant, Construction Manager, Site Manager (2),
Production Draftsperson (2), 6 Carpenters and a range of contract staff, including plumbers,
electricians, tilers, painters and plasterers.

The workforce is predominantly male with the only three females employed (the Office Manger and
the two Human Resources positions). As indicated in the Strategic Plan, the company wishes to
increase the number of women in its workforce.

Another current staff issue for the company is that while the use of contractors e.g. tillers, painters
and plasterers reduces the company’s ongoing staff overheads, at times it is difficult to ensure that all
the required contractors are available to work on the company’ s projects.

The company’s vision as stated in its Strategic Plan is to be the best boutique home builder in
Australia. Its values are listed as quality, innovation, leadership, respect and honesty and reliability.

As the Human Resources Manager for the company you have been tasked by the General Manager
as part of the ongoing continuous improvement of the company to review and report on human
resources services.

Assessment Tasks for
BSBHRM501 Manage human resources services

Assessment Tasks for BSBHRM501 Manage human resources services Jasmine Education Group Version 2.1
Last Updated: 11 November 2019 Next Review Date: 11 November 2020

Approved by Academic Manager Page 5 of 12

Complete the following activities:

Part A: Prepare for the meeting

At least a week prior to the meeting, send out an Outlook invite to the Managing Director, Marketing and Sales

Manager, Office Manager and Construction Manager staff inviting them to attend a meeting to discuss their

human resources needs and strategies.

Note that your assessor will advise you of the students who will role play the staff members (your assessor

will be the Managing Director) and the date and time that you should conduct this meeting. Your assessor will

also provide you with the email addresses to send your invitation to the meeting.

Your Outlook invite should indicate the date, time and duration of the meeting as well as the purpose of the

meeting, including a request to managers to consider prior to the meeting their human resources needs so

that this can be discussed at the meeting. Advise managers that they should consider a range of areas as

part of human resources needs, for example, workforce planning, recruitment strategies, professional

development and so on.

You should inform Managers that the meeting will last for at least 30 minutes.

In preparation for the meeting you will need to research and develop a briefing report that addresses the

following:

 An analysis of the company’s strategic priorities and their relationship to human resources.

 A PESTLE analysis that identifies and analyses external factors that affect or are likely to affect the

human resources requirements of Boutique Build.

 As the company has also identified that it would like to increase female representation in the

workplace, you should also research and document potential strategies for increasing female

representation.

Your briefing report should be written in clear and concise English and must address all of the above content.

Your briefing report should be approximately 2 pages.

You should email your briefing report to your assessor at least 2 days prior to the meeting. You will be

assessed on whether you have addressed all of the required content and whether your document is at least 2

pages and written in clear and concise English.

Assessment Tasks for
BSBHRM501 Manage human resources services

Assessment Tasks for BSBHRM501 Manage human resources services Jasmine Education Group Version 2.1
Last Updated: 11 November 2019 Next Review Date: 11 November 2020

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Part B: Conduct the meeting

At the meeting, you will need to introduce the meeting by discussing the purpose of the meeting, as well as

providing all attendees with the briefing paper.

Review the briefing paper with the managers and seek feedback on both your report and managers’ human

resources needs.

Your assessor and fellow students will be role-playing the staff invited and will give you specific feedback

about their human resources needs.

You should listen carefully to the feedback provided and ask questions to explore issues further and to

confirm

information.

You will be assessed on your use of effective communication skills, including speaking clearly and concisely

and asking questions and active listening.

At the meeting, you should facilitate the discussion such that some concrete recommendations for human

resources requirements are discussed and agreed upon. These will be documented in the action plan as per

Part C.

You will be assessed as to whether you have addressed all of the required content in the meeting, as well as

your use of effective communication skills.

Part C: Develop human resources strategy action plan

Following the meeting you will be required to develop a 12-month human resources action plan that draws on

your research and analysis as documented in your briefing paper, as well as the outcomes of the meeting.

Your action plan should include clear strategies and actions based on agreed human resources requirements,

as well as roles and responsibilities and timelines.

Your assessor will provide you with a template to use.

Once you have completed these documents, send it to your assessor in the role of Managing Director. Your

assessor will provide you with feedback on your action plan, as well as approval to proceed once the changes

are made.

Update your plan based on the feedback provided and send a final version to your assessor in the role of the

Managing Director.

Save all your work in appropriate folder/s and provide a screen shot of this to your assessor with the final

version of your report and action plan. You will be assessed on your effective organisation of folders/files and

information.

Assessment Tasks for
BSBHRM501 Manage human resources services

Assessment Tasks for BSBHRM501 Manage human resources services Jasmine Education Group Version 2.1
Last Updated: 11 November 2019 Next Review Date: 11 November 2020

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Assessment Task 3: Develop a service level agreement

Resources required
 Computer and Microsoft Office
 Access to the internet for research
Context and conditions of assessment
This assessment should be completed in the classroom as part of the simulated work environment. The
assessor will advise dates for submission.
Instructions to student

Part A: Develop a service level agreement

Imagine that the Managing Director has agreed to strategies included in the Action Plan and that one of these

strategies is to develop a service level agreement for core human resources services.

The aim of the Service Level Agreement is to clearly document the services to be provided by the human

resources department, as well as the performance standards for the provision of the services.

As a start you have been asked to develop a Service Level Agreement for recruitment and selection.

Line Managers are now to be involved in the recruitment process as set out in the company’s new recruitment

and selection policy.

The Service Level Agreement you develop should include as a minimum roles and responsibilities and

specific targets in relation to:

 Job analysis

 Advertising

 Preparation of documentation

 Interview

 Appointment offers.

The agreement should clearly set out the services that the HR team will provide in relation to the recruitment

and selection, as well as the responsibilities of the line manager and performance standards. The

responsibilities of each party should be documented as brief dot points and be based on the Boutique Building

Company recruitment and selection policy and procedure provided to you by your assessor.

You task is to develop a service level agreement that includes the following:

 Purpose of the service level agreement

 Responsibilities of Managers (in relation to the SLA inclusions as above)

 Responsibilities of Human Resources Team (in relation to the SLA inclusions as above)

 Monitoring and evaluation arrangements

When you have completed your service level agreement, send it via email to the Managing Director and all

other senior and line managers (this will be your assessor) seeking feedback and approval.

Assessment Tasks for
BSBHRM501 Manage human resources services

Assessment Tasks for BSBHRM501 Manage human resources services Jasmine Education Group Version 2.1
Last Updated: 11 November 2019 Next Review Date: 11 November 2020

Approved by Academic Manager Page 8 of 12

In your email, you should also identify how the service level agreement will be monitored, as well as a

program of training for managers with regard to aspects of the service level agreement that they will now be

responsible. The program of training should cover 12 months and occur at least once every quarter. In your

email you should provide brief details of the training that will be provided, as well as when.

You should also save all your work in appropriate folder/s and provide a screen shot of this to your assessor

with the final version of the SLA, as well as the recruitment policy and procedure. You will be assessed on

your effective organisation of folders/files and information.

Part B: Manage underperformance

Imagine that the Service Level Agreement has been in operation for 3 months and for the following activities

includes the targets as indicated:

Activity Detail Responsibility SLA target

Advertising On receipt of completion
position description template
and approval form, post job
advertisement on relevant
advertising forum

HR Team Within 2 days of
receipt of position
description template
and approval form

Shortlisting

Compile applications for
review and forward to line
manager

HR Team Within 1 day of
closing date of
application

Shortlist applications and
return to HR

Line Manager Within 3 days of
receipt of
applications

Candidates
contacted

Inform successful and
unsuccessful candidates

HR Manager Within 1 day of
receiving shortlist

There have been 3 new staff recruitments (a sales consultant and two carpenters) in the last 3 months and so

you are required to analyse the following data to see if targets have been achieved.

Sales Consultant position

 Position description received by HR from Marketing and Sales Manager on March 2 2015.

 Advertisement developed and placed by HR on 4 March 2015 with a closing date of 13 March 2015.

 Applications forwarded to Marketing and Sales Manager on 17 March 2015.

Assessment Tasks for
BSBHRM501 Manage human resources services

Assessment Tasks for BSBHRM501 Manage human resources services Jasmine Education Group Version 2.1
Last Updated: 11 November 2019 Next Review Date: 11 November 2020

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 Shortlisted applications received by HR on 23 March 2015.

 Successful and unsuccessful candidates contacted on 25 March 2015.

Carpenter position 1

 Position description received by HR from Marketing and Sales Manager on 12 March 2015

 Advertisement developed and placed by HR on 15 March 2015 with a closing date of 24 March 2015.

 Applications forwarded to Construction Manager on 27 March 2015

 Shortlisted applications received by HR on 7 April 2015

 Successful and unsuccessful candidates contacted on 8 April 2015.

Feedback received from Construction Manager that shortlisting delayed because of Easter.

Carpenter position 2

 Position description received by HR from Marketing and Sales Manager on 4 May 2015.

 Advertisement developed and placed by HR on 6 May 2015 with a closing date of 15 May 2015.

 Applications forwarded to Construction Manager on 17 May 2015.

 Shortlisted applications received by HR on 26 May 2015.

 Successful and unsuccessful candidates contacted on 27 May 2015.

Following your analysis, you are required to develop a memo to send to the managers that have not achieved

their targets. Each of the memos you send should restate the target in the service level agreement and

clearly explain which targets have not been met and the variances between actual performance and required

performance. You should also explain your intended actions to ensure targets are met and seek feedback as

to the Manager’s experience of the achievability of the targets and whether there needs to be any role

adjustment.

Your assessor will advise the date for submission of this assessment task. Your memo must be written in

clear and concise English and address all of the above.

Assessment Tasks for
BSBHRM501 Manage human resources services

Assessment Tasks for BSBHRM501 Manage human resources services Jasmine Education Group Version 2.1
Last Updated: 11 November 2019 Next Review Date: 11 November 2020

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Assessment Task 4: HR Survey

Resources required
 Computer and Microsoft Office

 Space for meeting

 Access to the internet for research
Context and conditions of assessment
This assessment should be completed in the classroom as part of the simulated work environment. The
assessor will advise dates for submission.
Instructions to student

Imagine that one of the strategies included in your 12-month human resources services is to implement a

work-life balance policy and procedure for Boutique Build Australia. Currently, there are no specific

arrangements in place and you have been asked to survey staff about this. You decide to do this via a

meeting with staff.

Part A: Prepare for the meeting

At least a week prior to the meeting, send out an Outlook invite to the all of the staff inviting them to attend a

meeting to discuss work-life balance. Your assessor will select five of your fellow students to role play

Boutique Build staff members. Your assessor will also provide you with the email addresses to send your

invitation to the meeting and the date and time on which you will need to conduct your meeting.

Your Outlook invite should indicate the date, time and duration of the meeting as well as the purpose of the

meeting. Your invite should also include a request to managers to consider prior to the meeting work-life

balance needs, including their own and those of their staff, as well as workable options for the company.

You should inform Managers that the meeting will last for at least 30 minutes.

In preparation for the meeting you will need to research potential work-life balance strategies so that you can

discuss these at the meeting. Your research should include:

 The benefits of work-life balance programs

 Use of work-life balance programs in Australian companies

 Examples of work-life balance strategies – research at least 5 of these

You should make notes on your research to discuss at the meeting.

Assessment Tasks for
BSBHRM501 Manage human resources services

Assessment Tasks for BSBHRM501 Manage human resources services Jasmine Education Group Version 2.1
Last Updated: 11 November 2019 Next Review Date: 11 November 2020

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Part B: Conduct the meeting
At the meeting, you will need to introduce the meeting by discussing the purpose of the meeting, as well as

sharing your research findings with the team.

Seek feedback on your research findings, as well as the team’s ideas on work-life balance programs that

could be introduced.

Your assessor and fellow students will be role-playing the staff invited and will give you specific feedback on

their ideas on work-life balance.

You should listen carefully to the feedback provided and ask questions to explore issues further and to

confirm information. You will be assessed on your use of effective communication skills, including speaking

clearly and concisely and asking questions and active listening.

At the meeting, you should facilitate the discussion and reach agreement on realistic options for the company.

After the meeting you will need to write minutes of the meeting that document the discussion, as well as the

agreed strategies. You should email the minutes of the meeting to all your managers (this will be your

assessor) within 3 days of the meeting. The meeting minutes should include the date, time and attendees as

well as the key points discussed and the agreed outcomes.

Save your work to an appropriate folder and send a screen shot to your assessor. You will be assessed on

your effective organisation of

folders/files and information.

You will be assessed on your satisfactory completion of all tasks.

Assessment Tasks for
BSBHRM501 Manage human resources services

Assessment Tasks for BSBHRM501 Manage human resources services Jasmine Education Group Version 2.1
Last Updated: 11 November 2019 Next Review Date: 11 November 2020

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Assessment Task 5: Social media guidelines

Boutique Build Australia’s Code of Conduct includes the following guidelines for personal and professional

behaviour:

In the performance of their duties, staff members are to:

 Treat customers and other staff members or contractors with courtesy and sensitivity to their rights;

 Comply with any relevant legislative, industrial or administrative requirements, and all company rules,

policies and procedures;

 Avoid undertaking any activity that could potentially compromise the performance of their duties; and

It has been recently come to your attention that one of the carpenters has been uploading photos on his

Facebook page showing photos of jobs completed by other carpenters that he feels are not good and making

offensive comments.

The company does not currently have a social media policy or guidelines.

As the Human Resources Manager, you are required to immediately address this situation as follows:

 Develop social media guidelines for the company – the guidelines should be no more than 2 pages

and should clearly spell out expectations.

 Email the social media guidelines to all staff members (this will be your assessor) explaining the

purpose of the guidelines and the reason they have been introduced (whilst keeping the incident itself

confidential)

 Send a formal letter to the carpenter advising of actions to be taken (it is up to you to decide what

action is most appropriate).

The documents you develop should be in clear and concise English and you should also save all your work in

appropriate folder/s and provide a screen shot of this to your assessor with the final version of the social

media guidelines and the letter to the carpenter. You will be assessed on your effective organisation of

folders/files and information.

Assessment Tasks for

BSBHRM512 Develop and manage

performance-

management

processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1

Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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Student Assessment Tasks

BSBHRM512 Develop and manage performance

management processes

Assessment Tasks for

BSBHRM512 Develop and manage

performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

Approved by Academic Manager Page 2 of 30

Table of Contents

Table of Contents 2

Assessment Information 3

Additional Resources 4

Assessment Instructions 5

Student Assessment Agreement 6

Assessment Task 1 Cover Sheet 7

Assessment Task 1: Written Questions 8

Assessment Task 1 Instructions 9

Assessment Task 1 Checklist Error! Bookmark not defined.

Assessment Task 2 Cover Sheet 11

Assessment Task 2: Plan documents 12

Assessment Task 2 Checklist 16

Assessment Task 3 Cover Sheet 18

Assessment Task 3 Instructions 19

Assessment Task 3 Checklist 23

Assessment Task 4 Cover Sheet 24

Assessment Task 4: Learning and development planning project 25

Assessment Task 4 Instructions 26

Assessment Task 4 Checklist 30

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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Assessment Information

The assessment tasks for BSBHRM512 Develop and manage performance management processes are

included in this Student Assessment Tasks booklet and outlined in the assessment plan below.

To be assessed as competent for this unit, the student must complete all of the assessment tasks

satisfactorily.

Assessment Plan

Assessment Task Overview

1. Written questions Students must correctly answer all questions.

2. Performance management process

project

Students must analyse a case study organisation and research and

develop a performance management process, as well as consult

with key stakeholders on the proposed process and train the senior

management team in the new processes. Students must also

evaluate the performance management process.

3. Dispute and termination

project

Students must assist a manager to monitor the performance of an

employee and support the manager with disciplinary procedures,

dispute resolution and termination.

4. Learning and development project

Students must design and develop a learning and development

plan for a group of staff, as well and deliver and monitor learning

activities.

Assessment Preparation

Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for

clarification if you have any questions at all.

When you have read and understood this unit’s assessment tasks, print out the Student Assessment

Agreement. Fill it out, sign it, and hand it to your assessor, who will countersign it and then keep it on file.

Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.

Assessment appeals

If you do not agree with an assessment decision, you can make an assessment appeal as per your RTO’s

assessment appeals process.

Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt

with unfairly or have other appropriate grounds for an appeal.

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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Additional Resources

The following resources will be given to you before you begin each Assessment Task.

Assessment Task 2

 Processes Report Template

 Recruitment, Selection and Induction Policy and Procedures

 Termination Policy and Procedures

 Staff Surveys

 Strategic Plan

Assessment Task 3

 Fair Work Ombudsman Effective Dispute Resolution Guide

 Termination policy and procedure

Assessment Task 4

 Staff Performance Appraisal A

 Staff Performance Appraisal B

 Learning and Development Plan Template

 Seminar Plan Template

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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Assessment Instructions

Each assessment task in this booklet consists of the following:

Assessment Task Cover Sheet

This must be filled out, signed and submitted together with your assessment responses.

If you are submitting hardcopy, the Cover Sheet should be the first page of each task’s submission.

If you are submitting electronically, print out the cover sheet, fill it out and sign it, then scan this and submit

the file.

The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will

be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not satisfactory, your

assessor will include written feedback in the Assessment Task Cover Sheet giving reasons why. Your

assessor will also discuss this verbally with you and provide advice on re-assessment opportunities as per

your RTO’s re-assessment policy.

Depending on the task, this may include

 resubmitting incorrect answers to questions (such as short answer questions and case studies)

 resubmitting part or all of a project, depending on how the error impacts on the total outcome of the

task

 redoing a role play after being provided with appropriate feedback about your performance

 being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily

completed the first time, after being provided with appropriate feedback.

Assessment Task Information

This gives you:

 a summary of the assessment task

 information on the resources to be used

 submission requirements

 re-submission opportunities if required

Assessment Task Instructions

These give questions to answer or tasks which are to be completed.

Your answers need to be typed up using software as indicated in the Assessment Task Instructions.

Copy and paste each task’s instructions into a new document and use this as the basis for your assessment

task submission. Include this document’s header and footer.

If you are submitting electronically, give the document a file name that includes the unit identification

number, the task number, your name and the date.

Checklist

This will be used by your assessor to mark your assessment. Read through this as part of your preparation

before beginning the assessment task. It will give you a good idea of what your assessor will be looking for

when marking your responses.

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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Student Assessment Agreement

Make sure you read through the assessments in this booklet before you fill out and sign the agreement

below.

If there is anything that you are unsure of, consult your assessor prior to signing this agreement.

Have you read the assessment requirements for this unit?  Yes  No

Do you understand the requirements of the assessments for this unit?  Yes  No

Do you agree to the way in which you are being assessed?  Yes  No

Do you have any specific needs that should be considered?  Yes  No
If so, explain these in the space below.

Do you understand your rights to re-assessment?  Yes  No

Do you understand your right to appeal the decisions made in an assessment?  Yes  No

Student name

Student number

Student signature

Date

Assessor name

Assessor signature

Date

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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Assessment Task 1 Cover Sheet

Student Declaration

To be filled out and submitted with assessment responses

 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded

with any other student(s).

 I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against

me according to the process explained to me.

 I have correctly referenced all resources and reference texts throughout these assessment tasks.

Student name

Student ID number

Student signature

Date

Assessor declaration

 I hereby certify that this student has been assessed by me and that the assessment has been carried
out according to the required assessment procedures.

Assessor name

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Feedback

Student result response

 My performance in this assessment task has been discussed and explained to me.

 I would like to appeal this assessment decision.

Student signature

Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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Assessment Task 1: Written Questions

Task summary

 This is an open book test.

 Questions must be completed within 1 hour.

 Students need to answer all of the written questions correctly.

 Answers must be word processed and sent to your assessor as an email attachment.

Required

 Access to textbooks/other learning materials

 Computer and Microsoft Office

 Access to the internet

Timing

The assessor will advise you of the due date of this submission.

Write in the due date below as advised by your assessor:

Submit

 Answers to all questions

Assessment criteria

 All questions must be answered correctly in order for a student to be assessed as having completed the

task satisfactorily.

Re-submission opportunities

Students will be provided feedback on their performance by their Assessor. The feedback will indicate if you

have satisfactorily addressed the requirements of each part of this task.

If any questions are not satisfactorily completed your assessor will explain why and provide you written

feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-

assessment attempt(s) will be arranged at a later time and date.

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

Students are encouraged to consult with their assessor prior to attempting this task if they do not

understand any part of this task or if they have any learning issues or needs that may hinder them when

attempting any part of the assessment.

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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Assessment Task 1 Instructions

Provide answers to all of the questions below:

1. Discuss the concept of a learning organisation and its key characteristics.

2. Outline two examples of policies that an organisation may use to manage performance of staff.

3. Review the following statement and explain how a performance management process can

assist in reducing unfair dismissal claims for employers. Identify the legislation that covers

termination of employees.

“Recent data shows that the majority of claimants coming before the Fair Work Commission are

individuals disputing the termination of their employment.” Reference: Employment Law

Practical Handbook.

4. Explain the purpose of grievance procedures within a workplace and a summary of the steps

that a Manager could follow in addressing grievances.

5. Explain the STAR model for giving feedback and why a manager may find this model useful in

giving feedback.

6. Explain the 360-degree model for giving feedback and why a manager using this model may

find it useful.

7. Discuss the 70:20:10 model of learning and its implications for learning and development within

a workplace.

8. Outline three ways that an employee could develop their skills through on the job learning.

9. Outline two formal learning options for employees.

10. Discuss at least three components of an effective performance management system.

11. Explain how a performance management system can contribute to achieving overall business

objectives.

12. Explain the link between performance management and at least two other human resources

functions.

Assessment Tasks for
BSBHRM512 Develop and manage
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Assessment Task 1 Checklist

Student’s name:

Did the student provide a sufficient and

clear answer that addresses the

suggested answer for:

Completed

successfully
Comments

Yes No

Question 1

Question 2

Question 3

Question 4

Question 5

Question 6

Question 7

Question 8

Question 9

Question 10

Question 11

Question 12

Task Outcome: Satisfactory  Not Satisfactory 

Assessor signature

Assessor name

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BSBHRM512 Develop and manage
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Assessment Task 2 Cover Sheet

Student Declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
 I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name

Student ID number

Student signature

Date

Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been carried
out according to the required assessment procedures.
Assessor name

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Feedback

Student result response
 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student signature

Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

Assessment Tasks for
BSBHRM512 Develop and manage
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Assessment Task 2: Performance management process

project

Task summary

This assessment task requires you in the role of the newly appointed Human Resources Manager for Grow

Management Consultants, to develop and implement an organisational

performance management process

to assist in achieving business objectives. Following this you are required to plan and deliver a training

session for managers about the new Grow Management Consultants performance management processes

you developed. You are then to evaluate the implementation of the new performance management system.

Required
 Computer and Microsoft Office

 Access to the internet for research

 Grow Management Consultants Strategic Plan

 Recruitment, Selection and Induction Policy and Procedures

 Termination Policy and Procedures

 Performance Management Processes Report Template

 Meeting space

 Role-play participants (assessor and students)

 Staff Survey Results

Timing
The assessor will advise you of the due date of this submission.
Write in the due date below as advised by your assessor:

Submit

 Performance Management Processes Report

Assessment criteria

Students must complete all of the activities listed and will be assessed against the assessment criteria

included in the checklist included with this task.

If any parts of the task are not satisfactorily completed your assessor will explain why and provide you

written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.

Re-assessment attempt/ s will be arranged at a later time and date.

Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt
with unfairly or have other appropriate grounds for an appeal.
Students are encouraged to consult with their assessor prior to attempting this task if they do not
understand any part of this task or if they have any learning issues or needs that may hinder them when

attempting any part of the assessment.

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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Carefully read the following:

Grow Management Consultants is a management consultancy business that was established 7 years ago

by Mark Woodward. The business started with 2 employees, being Mark as the Principal Consultant and an

Administration Officer. The business has grown significantly over the last 5 years and now employs 21 staff,

including 5 Principal Consultants, 5 Senior Consultants (1 of the Consultants is a part-time worker, 3 days a

week and two of the Senior Consultants have recently joined the organisation on a contract basis for up to

one year), 4 Customer Service Officers, a General Manager and a Human Resources Manager and Human

Resources Assistant (part-time, 2 days a week).

Mark is now the CEO of the company and manages the 5 Principal Consultants. Barry, one of the Principal

Consultants manages the five Senior Consultants. The General Manager is the Manager for all of the

remaining staff. There are two offices, one in the CBD and the other in an outer suburb. A new Strategic

Plan has been recently been developed to guide the organisation over the next three years.

Three years ago as the business started to take on more staff, a performance management system was

discussed but never implemented. With the development and implementation of the new Strategic Plan and

the emphasis on developing staff, the CEO is committed to the development of a new performance

management process to address the needs of the organisation.

Currently the organisation has a number of human resources policies and procedures in place, including a

recruitment, selection and induction policy and procedure and a termination policy and procedure.

Complete the following activities:

1. Develop performance management processes

As the newly appointed Human Resources Manager, you have been tasked with developing and

implementing a performance management system for Grow Management Consultants. You are required to

review the existing human resources policy and procedures as well as the organisation’s Strategic Plan and

develop a proposed performance management process for Grow Management Consultants. You should

document this in a report to present to the management team for feedback and approval.

The first part of this assessment requires you to review the scenario information to identify the issues that

need to be considered when developing an updated performance management process for the organisation.

You should also review and analyse the Strategic Plan to identify relevant objectives and policies that

should be reflected in the revised performance management processes. You should also review existing

human resources policies and procedures to identify where a performance management process can fit in

with existing processes.

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

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Following this you will need to develop a report to present to the management team (your assessor) on the

new performance management processes. The report should address the following:

 A summary of the current situation at Grow Management Consultants with regard to performance

management process and existing policies and procedures.

 Proposed objectives for performance management processes within Grow Management

Consultants that align to the organisation’s goals and objectives as identified in the Strategic Plan

and that will assist the organisation to build its capability.

 Proposed performance management

processes including:

o Performance planning Including:

 development of employee work plans based on job role

 inclusion of major work goals/tasks in work

plan

 procedures for setting key performance indicators for tasks/deliverables in the work

plan

 Identifying performance gaps

o Design of learning and development strategies and plans

o Timing of performance reviews; ongoing progress reviews as well as formal reviews.

o Effective feedback as part of the performance management process

o Performance management and talent management

o How performance management processes will apply to contract staff.

Email your report attached to an email to the CEO (your assessor). Your assessor will advise you of receipt

of the report and a date and time for the meeting.

2. Meet with the management team

The next part of the assessment requires you to meet with the management team to seek feedback on your

recommended performance management processes.

At the meeting, you should go through your report that you have developed, carefully explaining your

proposed performance management processes.

The management team (your assessor) will discuss the proposed processes with you and will provide you

with feedback. During the meeting, you should reach agreement on the key features of the performance

management process.

During the meeting, you will be required to demonstrate effective communication skills including:

 Speaking clearly and concisely

 Responding to questions

 Active listening skills.

Following the meeting send a summary of the finalised performance management processes via email to

your assessor.

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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3. Plan training session

Assume that performance management processes you developed have been given final sign off by the

CEO. Your task now is to develop a training session to deliver to the Managers of Grow Management

Consultants to assist them in implementing the new performance management processes.

Your training session will need to run for at least 30 minutes and address all of the following:

 An overview of the new performance management processes

 Developing employee work plans and that include

major work goals/tasks and key performance

indicators.

 How to develop key performance indicators as per the performance management process

 Developing learning and development plans as part of

the performance management process.

 Timing of performance reviews, including progress reviews as well as formal reviews.

 Effective feedback techniques

 Talent management as part of the performance management process

You should develop PowerPoint slides that include graphics to assist with interest and understanding.

Send your completed power points to your assessor prior to the training session. Your assessor will advise

you of the date and time that you will deliver your training session.

The training session will draw on the report provided by the student. The following link also provides

information about performance management review processes. You can also use this information to guide

your assessment of the student’s training session.

http://www.business.vic.gov.au/hiring-and-managing-staff/staff-management/review-staff-performance

4. Deliver training session

The final part of the assessment task requires you to present your training session to staff. Staff will be role-

played by your assessor and two other students.

During the training session you will need to demonstrate effective communication skills, including speaking

clearly and maintaining eye contact with the audience. You will also need to ask questions to confirm

audience understanding, as well as answer any questions.

Assume that it is 12 months later and a general staff survey has been conducted. As the Human Resources

Manager you are reviewing the summary results of the survey to assess what it tells you about the

effectiveness of the performance management system.

5. Evaluate performance management system

Develop a short report about the effectiveness of the performance management system, including a

summary of issues arising based on the staff survey, as well as at least two recommendations for improving

the system based on the Staff Survey Results. Send your report via email to your assessor.

http://www.business.vic.gov.au/hiring-and-managing-staff/staff-management/review-staff-performance

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

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Assessment Task 2 Checklist

Student’s name:

Did the student:

Completed

successfully Comments

Yes No

In the report, provide an analysis of City Accountant’s

Strategic Plan and identify relevant policies and

objectives that will be addressed in the new integrated

performance-management processes?

In the report, document identified objectives for

performance-management processes to support

organisational strategy and goals and to build

organisational capability?

In the report, report on methods and processes that will

be used to assist Managers in developing key

performance indicators for all staff who report to them?

In the report, document timeframes for formal

performance management sessions?

In the report, document processes that will be used for

formal performance management sessions?

In the report, document effective feedback processes?

In the report, identify talent management processes?

In the report, explain how the performance management

processes developed will allow for the performance

management of contractors?

At the meeting, discuss the proposed performance

management processes and seek feedback from the

management team?

Provide training on the new performance management

processes including:

 An overview of the new performance management

processes

 Developing employee work plans and that include

major work goals/tasks and key performance
indicators.

 How to develop key performance indicators as per the

performance management process

 Developing learning and development plans as part of

the performance management process.

 Timing of performance reviews, including progress

reviews as well as formal reviews

 Effective feedback techniques

 Talent management processes

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
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Student’s name:
Did the student:
Completed
successfully Comments
Yes No

 Performance review processes for contractors?

Provide an evaluation of the performance management

system in a short report based on review of staff survey

and identify areas for improvement?

Task Outcome: Satisfactory  Not Satisfactory 
Assessor signature

Assessor name

Assessment Tasks for
BSBHRM512 Develop and manage
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Assessment Task 3 Cover Sheet

Student ID number

Student signature

Date

Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been carried
out according to the required assessment procedures.
Assessor name

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Feedback

Student result response
 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student signature

Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
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Assessment Task 3: Dispute and termination project

Task summary

This assessment task requires you to assist a Manager to manage a staff performance issue, including

dispute resolution and termination of employment.

Required
 Computer and Microsoft Office

 Access to the Internet for research

 Fair Work Ombudsman Effective Dispute Resolution Guide
 Termination Policy and Procedures

Timing
The assessor will advise you of the due date of this submission.
Write in the due date below as advised by your assessor:

Submit

 Three emails to your manager (your assessor)

 Email to Janice (your assessor)

 Screenshot sent to your assessor as an attachment

Assessment criteria
Students must complete all of the activities listed and will be assessed against the assessment criteria
included in the checklist included with this task.

Re-submission opportunities
Students will be provided feedback on their performance by their 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 your assessor will explain why and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
Re-assessment attempt/ s will be arranged at a later time and date.
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt
with unfairly or have other appropriate grounds for an appeal.
Students are encouraged to consult with their assessor prior to attempting this task if they do not
understand any part of this task or if they have any learning issues or needs that may hinder them when
attempting any part of the assessment.

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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Assessment Task 3 Instructions

Carefully read the following email received from one of the Managers at Grow Management Consultants.

Dear Human Resources

Manager

I am writing to discuss an issue that I am currently having with a staff member, Janice White.

As you know, Janice was employed as an Administration Officer some months ago. Her work is of a high

standard, but unfortunately she is consistently late for work – usually somewhere between 30 minutes and

an hour. She does make this time up at the end of the day, but it creates problems for us at the beginning of

the day, as there is no one to answer phones and other staff who are also trying to do their own work then

have to answer phones.

I am unsure of how to approach this situation and I’ve also been told that Janice is having some personal

issues. Janice’s next performance review isn’t for another three months.

I would appreciate your feedback on this matter.

Kind Regards

Manager

Complete the following activities:

1. Advise on performance monitoring and intervention

Based on your review of the above case study information and the performance management processes

that you developed in the previous assessment task, send an email to the Manager (your assessor) advising

of the performance management process that must be followed, including documenting of all associated

meetings and correspondence.

Your email must be in clear and concise English.

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BSBHRM512 Develop and manage
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Assume you receive a further email from the Manager as follows:

Dear Human Resources Manager

I had what I thought was a good chat with Janice about her ongoing lateness. Janice confided in me about

her personal problems and as I suggested she access the company’s counsellor.

We also talked about the need for Janice to ensure she is on time as the phones need to be answered and

this is part of her job role. It is clearly stated in her job description. Janice advised that she will ensure she is

on time but she also said that she thinks it is unfair that other staff are able to work flexible working

arrangements and that she isn’t. She also emphasized that she always makes up for the time at the end of

the day when she is late.

For the last two weeks, Janice has been on time despite her disagreement with her work arrangements.

However, she has started to be consistently late again. I spoke to her again and this time Janice said that

she isn’t prepared to always have to arrive at 9 am when other staff have flexible working arrangements.

She said she’d try and be there most of the time but couldn’t always guarantee it.

She also has not accessed the counselling service to my knowledge. Janice is a hard worker bur the

situation is not acceptable. Please advise of the next formal steps that should be taken.

Kind Regards

Manager

2. Advise on dispute resolution procedures

Carefully review the case study information above, as well as the information at the following link and the

Fair Work Ombudsman Best practice dispute resolution guide:

http://www.industrialrelations.nsw.gov.au/oirwww/Employment_info/Managing_employees.page

In addition, review legislation on flexible working arrangements noting that Janice is aged 30 and does not

have any dependents.

https://www.fairwork.gov.au/employee-entitlements/flexibility-in-the-workplace/flexible-working-

arrangements

When you have completed your review, send an email to the Manager advising of the procedures that

should be followed now. You should also send an email to Janice advising of the issue and the procedures.

Use the STAR method of feedback in your email to Janice.

Your emails must be in clear and concise English. Send both emails to your assessor for marking.

http://www.industrialrelations.nsw.gov.au/oirwww/Employment_info/Managing_employees.page

https://www.fairwork.gov.au/employee-entitlements/flexibility-in-the-workplace/flexible-working-arrangements

Assessment Tasks for
BSBHRM512 Develop and manage
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Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
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Assume that the disciplinary/dispute resolution process has been completed and it was found that Janice’s

behaviour was inconsistent with her job role and therefore that her employment must be terminated. At this

points, assume that Janice has been with the company for 9 months.

3. Provide support for termination

Review the termination policy and procedure and send a final email to the Manager confirming the

procedures that are to be followed. In your email, you must ensure that you confirm to the Manager of the

legislative basis upon which the termination is based.

4. File documentation

When you have completed all of the above tasks, create a folder and store all of the correspondence

associated with this matter. Send a screen shot of the folder and its contents to your assessor. This will

demonstrate your ability to ensure that documents are accessible within the filing system and that they are

stored securely.

Assessment Tasks for
BSBHRM512 Develop and manage
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Assessment Task 3 Checklist

Student’s name:
Did the student:
Completed
successfully
Comments
Yes No

Provide relevant advice to manager about

regular performance monitoring and

counselling for Janice according

performance management procedures?

Provide relevant advice to the manager

about counselling and disciplining Janice

according to dispute resolution

procedures?

Articulate dispute-resolution processes to

both the Manager and Janice as per the

dispute resolution guide?

Provide relevant advice on termination to

the Manager according to the termination

procedures and legislation?

File all correspondence in a logically titled

folder?

Task Outcome: Satisfactory  Not Satisfactory 
Assessor signature

Assessor name

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BSBHRM512 Develop and manage
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Assessment Task 4 Cover Sheet

Student ID number

Student signature

Date

Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been carried
out according to the required assessment procedures.
Assessor name

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Feedback

Student result response
 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student signature

Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

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BSBHRM512 Develop and manage
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Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
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Assessment Task 4: Learning and development planning

project
Task summary

In this assessment task you are required to design and develop a learning and development plan for a

group of staff, as well and deliver and monitor learning activities.

Required
 Computer and Microsoft Office
 Access to the internet for research
 Staff Performance Appraisal A
 Staff Performance Appraisal B
 Learning and Development Plan Template
 Seminar Plan Template

Timing
The assessor will advise you of the due date of this submission.
Write in the due date below as advised by your assessor:

Submit

 Learning and development plan

 Redundancy and redeployment policy and procedure

Assessment criteria
Students must complete all of the activities listed and will be assessed against the assessment criteria
included in the checklist included with this task.

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

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

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

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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Assessment Task 4 Instructions

Carefully read the following:

Assume that you are planning learning and development for the customer service staff employed by Grow

Management Consultants. Customer service staff have a range of functions including handling customer

enquiries, handling complaints, generating sales leads and keeping records of all customer interactions.

Currently you are planning the team’s professional development for the next 12 months. The company’s

policy is that learning and development planning is to be based on a review of staff performance appraisals,

as well as any other relevant information including relevant industry trends and industry competency

standards.

Company policy is that each for staff member there is a budget of $1,000 for external professional

development opportunities. Generally, most professional development will be undertaken in-house by Team

Leaders and specialist staff, including the Sales Manager and Human Resources Manager as applicable.

All learning plans are required to be documented in the Learning and Development Plan Template.

Complete the following activities:

1. Develop a learning and development plan

Analyse the Staff Performance Appraisal A. Make notes on key professional development needs of staff

based on your analysis.

Research the Internet and identify current trends in customer service. Identify at least three trends and

make notes on these.

Review the following two core units of competency in the Certificate III in Customer Engagement, the

benchmark qualification for customer service staff:

http://training.gov.au/Training/Details/BSBCUE307

http://training.gov.au/Training/Details/BSBCUS301

Read through these units and for each unit of competency, write down at least three key skills and at least

three area of knowledge that a customer service officer needs.

Based on your review of all of the above, develop a learning and development plan for your team of

customer service staff using the template provided to you by your assessor.

The learning and development plan must include:

 Overall objectives

 At least six learning and development activities (at least one every two months) and be based on

the analysis and research you have conducted.

 The learning activities should be a mixture of both in-house and external activities and suit a range

of learning styles. Assume that $1000 per staff member has been allocated for external activities.

When you have completed your learning and development plan, you are required to send it to via email your

team (this will be your assessor) for feedback.

http://training.gov.au/Training/Details/BSBCUE307

http://training.gov.au/Training/Details/BSBCUS301

Assessment Tasks for
BSBHRM512 Develop and manage
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Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
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Assume that you have received approval for one of the formal activities from the learning and development

plan you developed.

Grow Management Consultants has the following procedures for contracting training providers:

Email administration to advise of the approved training, and include:

a. Summary of training activity

b. Details of provider (name, address, email

and phone number)

c. Cost of activity

2. Contract provider for external training

Based on the above information, send an email to administration (your assessor) advising of the training to

be purchased.

3. Develop seminar outline

The next part of this assessment requires you to plan for a short lunchtime seminar for staff. It should relate

to one of the key skills and/or knowledge requirements that you identified in Assessment Task 2 for your

team of customer service officers.

The seminar you develop must be of 30 minutes’ duration and include a range of activities. It should include,

as a minimum, a PowerPoint presentation outlining key points, a video about the topic to add interest to your

presentation, a practical activity, and time for discussion.

Use the Seminar Plan Template provided by your assessor to develop an outline for the seminar that

addresses:

 Seminar title

 Learning objectives

 Introduction to the topic and overview of session

 Key learning points

 Timings for each part of the session

 A video to illustrate concepts

 Practical activity

 Time for discussion

When you have completed the session outline, send it to your assessor for review and feedback as

required.

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
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4. Deliver training

Present the learning and development activity on the date and time as advised by your assessor.

Your assessor will organise at least three other students to participate in the session.

During the seminar, you will be required to demonstrate effective communication skills including:

 Speaking clearly and concisely

 Encouraging participation through positive feedback and clear directions

 Responding to questions

 Active listening techniques

5. Monitor learning and development activities

Assume that it is 12 months later and that all of the learning and development activities planned for the year

have been conducted.

Grow Management Consultant standards to measure the effectiveness of learning and development

activities is that at all staff have either maintained or improved their performance rating based on

participation in the training.

Review the Staff Performance Appraisal B document provided to you. It shows an outline of learning and

development activities conducted, as well as performance ratings following participation in the learning

activities. Compare the results with the previous staff performance appraisal and assess the effectiveness of

the learning and development activities conducted.

Submit a brief report to your assessor outlining your analysis.

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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Review the following email received from the Office Manager

Hi Human Resources Manager

Recently four of my staff attended a successful communication techniques workshop with Sales Training

Australia. The cost of the session was $200 per staff member.

All of the staff came back after the all day workshop complaining of the following:

 The workshop was very disorganised – it was supposed to start at 9.30 am and finally commenced

at 10.30 am due to technical problems with the projector.

 The content of the workshop was, according to staff, ‘101’ communication techniques and no one

learnt anything.

 There was no practical component – it was a dry lecture format.

Under the circumstances I would like the human resources department as the organiser of this training to

put in a complaint to this provider and seek compensation of some form.

Kind Regards

Manager

6. Negotiate remedial action

Review the information above and consider what form of remedial action you could seek from the training

provider. Based on your review, write an email to the provider to outline the issues and to negotiate remedial

action.

7. File documents

File all the documents that you have developed and been provided with in clear and logical files as you

would in a real workplace situation. Take screen shots that show how you have organised all of your files

within folders.

Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes

Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020

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Assessment Task 4 Checklist

Student’s name:
Did the student:
Completed
successfully
Comments
Yes No

Design and develop learning and development plans

to encourage effective performance for the customer

service staff based on:

 Learning needs identified from the

performance appraisal

 Customer service trends

Key skills and knowledge as identified from national

units of competency?

Prepare and deliver a learning activity as identified in

the learning and development plan to meet identified

needs on the agreed date and time?

Prepare an email according to organisational

procedures for contracting training providers and that

includes:

 Summary of training activity

 Details of provider (name, address, email

and phone number)

 Cost of activity?

Report on learning and development activities to

identify whether they have met required needs and

standards?

Send an email to the identified training provider to

negotiate remedial action?

Task Outcome: Satisfactory  Not Satisfactory 
Assessor signature

Assessor name

Assessment Tasks for

BSBWRK520 Manage employee relations

Assessment Task for BSBWRK520 Manage employee relations Jasmine Education Group Version 2.2

Last Updated: 07 October 9201 Next Review Date: 07 October 0202

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Student Assessment Guide

BSBWRK510 Manage employee relations

Assessment Tasks for
BSBWRK520 Manage employee relations

Assessment Task for BSBWRK520 Manage employee relations Jasmine Education Group Version 2.2
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Table of Contents

Table of Contents …………………………………………………………………………………………………………………………… 2

Assessment Information ………………………………………………………………………………………………………………….. 3

Student Assessment Agreement ………………………………………………………………………………………………………. 6

Assessment Task 1 Cover Sheet ……………………………………………………………………………………………………… 7

Assessment Task 1: Written Questions …………………………………………………………………………………………….. 9

Assessment Task 1 Instructions ……………………………………………………………………………………………………… 11

Assessment Task 1 Checklist …………………………………………………………………………………………………………. 13

Assessment Task 2 Cover Sheet ……………………………………………………………………………………………………. 14

Assessment Task 2: Employee relations project ……………………………………………………………………………….. 15

Assessment Task 2 Instructions ……………………………………………………………………………………………………… 17

Assessment Task 2 Checklist …………………………………………………………………………………………………………. 20

Assessment Task 3 Cover Sheet ……………………………………………………………………………………………………. 22

Assessment Task 3: Conflict resolution presentation…………………………………………………………………………. 24

Assessment Task 3 Instructions ……………………………………………………………………………………………………… 25

Assessment Task 3 Checklist …………………………………………………………………………………………………………. 27

Assessment Task 4 Cover Sheet ……………………………………………………………………………………………………. 29

Assessment Task 4: Manage disputes project ………………………………………………………………………………….. 31

Assessment Task 4 Instructions ……………………………………………………………………………………………………… 32

Assessment Task 4 Checklist …………………………………………………………………………………………………………. 34

Assessment Tasks for
BSBWRK520 Manage employee relations

Assessment Task for BSBWRK520 Manage employee relations Jasmine Education Group Version 2.2
Last Updated: 07 October 9201 Next Review Date: 07 October 0202

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Assessment Information

The assessment tasks for BSBWRK510 Manage employee relations are included in this Student

Assessment Tasks booklet and outlined in the assessment plan below.

To be assessed as competent for this unit, the student must complete all of the assessment tasks

satisfactorily.

Assessment Plan

Assessment Task Overview

1. Written questions Students must correctly answer all questions.

2. Employee relations project Students must assess employee relations objectives and

performance and develop and seek feedback on a working

from home policy and procedure and action plan. Students

must also assess the effectiveness of the policy and

procedure.

3. Conflict resolution training project Students must prepare and deliver a presentation on conflict

resolution.

4. Managing disputes project. Students must manage a workplace dispute.

Assessment Preparation

Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for

clarification if you have any questions at all.

When you have read and understood this unit’s assessment tasks, print out the Student Assessment

Agreement. Fill it out, sign it, and hand it to your assessor, who will countersign it and then keep it on file.

Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.

Assessment appeals

If you do not agree with an assessment decision, you can make an assessment appeal as per your RTO’s

assessment appeals process.

Assessment Tasks for
BSBWRK520 Manage employee relations

Assessment Task for BSBWRK520 Manage employee relations Jasmine Education Group Version 2.2
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Assessment Instructions

Each assessment task in this booklet consists of the following:

Assessment Task Cover Sheet

This must be filled out, signed and submitted together with your assessment responses.

If you are submitting hardcopy, the Cover Sheet should be the first page of each task’s submission.

If you are submitting electronically, print out the cover sheet, fill it out and sign it, then scan this and submit

the file.

The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will

be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not satisfactory, your

assessor will include written feedback in the Assessment Task Cover Sheet giving reasons why. Your

assessor will also discuss this verbally with you and provide advice on re-assessment opportunities as per

your RTO’s re-assessment policy.

Depending on the task, this may include

 resubmitting incorrect answers to questions (such as short answer questions and case studies)

 resubmitting part or all of a project, depending on how the error impacts on the total outcome of the

task

 redoing a role play after being provided with appropriate feedback about your performance

 being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily

completed the first time, after being provided with appropriate feedback.

Assessment Task Information

This gives you:

 a summary of the assessment task

 information on the resources to be used

 submission requirements

 re-submission opportunities if required

Assessment Task Instructions

These give questions to answer or tasks which are to be completed.

Your answers need to be typed up using software as indicated in the Assessment Task Instructions.

Copy and paste each task’s instructions into a new document and use this as the basis for your assessment

task submission. Include this document’s header and footer.

If you are submitting electronically, give the document a file name that includes the unit identification

number, the task number, your name and the date.

Checklist

This will be used by your assessor to mark your assessment. Read through this as part of your preparation

before beginning the assessment task. It will give you a good idea of what your assessor will be looking for

when marking your responses.

Assessment Tasks for
BSBWRK520 Manage employee relations

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Assessment Tasks for
BSBWRK520 Manage employee relations

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Student Assessment Agreement

Make sure you read through the assessments in this booklet before you fill out and sign the agreement

below.

If there is anything that you are unsure of, consult your assessor prior to signing this agreement.

Have you read the assessment requirements for this unit?  Yes  No

Do you understand the requirements of the assessments for this unit?  Yes  No

Do you agree to the way in which you are being assessed?  Yes  No

Do you have any specific needs that should be considered?  Yes  No
If so, explain these in the space below.

Do you understand your rights to re-assessment?  Yes  No

Do you understand your right to appeal the decisions made in an assessment?  Yes  No

Student name

Student number

Student signature

Date

Assessor name

Assessor signature

Date

Assessment Tasks for
BSBWRK520 Manage employee relations

Assessment Task for BSBWRK520 Manage employee relations Jasmine Education Group Version 2.2
Last Updated: 07 October 9201 Next Review Date: 07 October 0202

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Assessment Task 1 Cover Sheet

Student Declaration

to be filled out and submitted with assessment responses

 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded

with any other student(s).

 I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against

me according to the process explained to me.

 I have correctly referenced all resources and reference texts throughout these assessment tasks.

Student name

Student ID number

Student signature

Date

Assessor declaration

 I hereby certify that this student has been assessed by me and that the assessment has been carried
out according to the required assessment procedures.

Assessor name

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Feedback

Student result response

 My performance in this assessment task has been discussed and explained to me.

 I would like to appeal this assessment decision.

Student signature

Assessment Tasks for
BSBWRK520 Manage employee relations

Assessment Task for BSBWRK520 Manage employee relations Jasmine Education Group Version 2.2
Last Updated: 07 October 9201 Next Review Date: 07 October 0202

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Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

Assessment Tasks for
BSBWRK520 Manage employee relations

Assessment Task for BSBWRK520 Manage employee relations Jasmine Education Group Version 2.2
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Assessment Task 1: Written Questions

Task summary

 This is an open book test.

 Students need to answer all of the written questions correctly.

 Answers should be provided on a separate sheet of paper with the assessment task number clearly

indicated, the students name and each question clearly marked. Answers must be word-processed

and sent to the assessor via email.

Required

 Access to textbooks/other learning materials

 Computer and Microsoft Office

 Access to the internet

 Access to the internet for research and to identify relevant awards and agreements at:

o https://www.fairwork.gov.au/awards-and-agreements

Timing

The assessor will advise you of the due date of this submission.

Write in the due date below as advised by your assessor:

Submit

 Answers to all questions

Assessment criteria

All questions must be answered correctly in order for a student to be assessed as having completed the

task satisfactorily.

Re-submission opportunities

If a student submits work that is not satisfactory, the assessor will provide written feedback explaining why,

as well as timelines for resubmission.

Assessors:

Students must answer all questions correctly.

If you identify that students have answered any questions in this task incorrectly, this should be noted in the

Assessment Task Cover Sheet, and explained to the student.

Students should be given an appropriate time in which to resubmit.

https://www.fairwork.gov.au/awards-and-agreements

Assessment Tasks for
BSBWRK520 Manage employee relations

Assessment Task for BSBWRK520 Manage employee relations Jasmine Education Group Version 2.2
Last Updated: 07 October 9201 Next Review Date: 07 October 0202

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Students can also be given the opportunity to answer questions verbally if appropriate.

See the instructions at the beginning of the Assessor Marking Guide for more detailed guidance.

Assessment Tasks for
BSBWRK520 Manage employee relations

Assessment Task for BSBWRK520 Manage employee relations Jasmine Education Group Version 2.2
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Assessment Task 1 Instructions

Provide answers to all of the questions below:

1. Explain the key provisions of the Fair Work Act 2009.

2. Outline key employment conditions addressed by

the National Employment Standards.

3. Explain the process of enterprise bargaining.

4. Explain the purpose of enterprise agreements.

5. Outline terms and conditions that must be included in an enterprise agreement.

6. Provide two examples of information that may not be included in an enterprise agreement.

7. Explain the use of modern awards in workplaces.

8. Identify at least two examples of modern awards using the Fair Work Ombudsman website. Write

down the name of the award and the minimum wages under the award and minimum working

hours.

9. Outline the role of trade unions in the Australian work relations system and explain whether

employees are required to join a union.

10. Outline the role of the Fair Work Commission in Australia’s national workplace relations system.

11. List two sources of expert advice when seeking industrial relations advice. Include the name of the

organization and the services they provide.

Assessment Tasks for
BSBWRK520 Manage employee relations

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Assessment Tasks for
BSBWRK520 Manage employee relations

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Assessment Task 1 Checklist

Student’s name:

Did the student provide a sufficient and

clear answer that addresses the

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