Task 6 Question 1a Calculations to find the best deal for 5 diaries. (ER 1.1, routine financial calculations) Calculations must be accurate. Sufficiency for ER 1.1: Evidence of all processes required. ER 1.2 Communication with stakeholders in the provision of administration support is effective in terms of the intention, medium, and audience. Range Communication – written and oral with both internal and external stakeholders to the entity. Task 6 Across all cards; checklist 4 Verification that oral communication with external stakeholders was effective. Verification that oral communication with internal stakeholders was effective. (ER 1.2, oral, internal and external) Comments given confirm ability to communicate effectively. Appropriate oral communication with two external stakeholders and two internal stakeholders is required. Task 6 Question 1c Email to manager outlining best deal for 5 diaries. (ER 1.2, written, internal) Communication with manager was clear and provided the comparative costs and a recommendation for the best deal. Task 1 Question 4 Completed table. Stakeholders identified. Intention, medium and audience are clear. Task 1 Question 1 Email communications with committee members. (ER 1.2, written, external) Communication with committee members was clear and provided the information they required. Email correspondence consistent with answers to Task 1 Question 3. Task 1 Question 3 Email to Bob Smith outlining arrangements for meeting. (ER 1.2, written, internal) Communication with Bob Smith was clear and provided the information required. Email correspondence consistent with answers to Task 1 Question 1. Sufficiency for ER 1.2: communication must be both written and oral, with both internal and external stakeholders.
ER 1.3 Customer service techniques are selected and applied to provide administration support that meet stakeholder and operational expectations. Task 6 Question 3 Description of two different situations from the role play where the learner used customer service techniques. Description of how learner used customer service techniques in each situation. Description must clearly show how the learner used the customer service techniques. Techniques described must be suitable for the situation and the entity. Task 6 Card A, C; Checklist 5 Card F; checklist 6 Verification that the learner selected and applied appropriate customer service techniques for the situation. Comments on the techniques used during the role play. Techniques applied must be suitable for the situation and the entity. Verification that the techniques applied met stakeholder expectations. Comment on how the techniques used met stakeholder expectations. Comment must show that the learner addressed any questions or concerns of the customer or staff member. Verification that the techniques applied met operational expectations. Comment on how the techniques used met operational expectations. Comment must be consistent with goals of organisation and any policy requirements. ER 1.4 Administration support is provided by working with team members to meet team objectives. Task 2 Questions 1, 2, 4 Minutes of team meeting to discuss guidelines for ‘no-email’ day. Poster with guidelines on ‘no-email’ day. Verification by another team member that learner worked with team members to meet team objectives. Minutes show that learner took part in the meeting and decisions on guidelines. Poster is consistent with the decisions made in the meeting. Two examples given by team member confirming that learner worked with team to meet objectives.
ER 1.5 Behaviour is professional, ethical, and socially and culturally appropriate for the provision of business administration support. Task 4 Examples of how learner demonstrated each of the types of behaviour. Examples confirm that learner’s behaviour met requirements. Task 6 Across all cards; checklist 1 Verification that the learner’s interactions were professional with comment. Verification that the learner’s interactions were ethical with comment. Verification that the learner’s interactions were socially appropriate with comment. Verification that the learner’s interactions were culturally appropriate with comment. Comments given by verifier confirms that learner’s behaviour met requirements. ER 1.6 Problem-solving and techniques are applied in the provision of administration support to meet stakeholder needs and requirements of the entity. Task 1 Question 1 Completed checklist of items learner needs to prepare to support the meeting. Completed Meeting Request Form. Completed Travel Request Forms for committee members who are travelling. Copies of email correspondence to committee members, including attachments. Flights selected were at appropriate times to meet stakeholder needs and requirements for meeting. Travel selected consistent with ‘Meeting arrangement process’ document. Catering selected met committee members’ needs and requirements for meeting. Catering selected consistent with ‘Meeting arrangement process’ document. Email identifies two options for both catering and travel, and learner’s recommended solution. Task 6 Across all cards; checklist 2 Verification that the learner applied problem-solving and techniques, with comments. Comments given by verifier confirms that learner solved a problem and made a decision.
Task 6 Question 4 Statement of whether learner felt satisfied with their overall performance in the roleplay. Two reasons why they were or were not satisfied, with explanation given. Learner must state whether they were satisfied or not with their performance. full explanation of the reasons why the learner felt satisfied with their performance in the role play must be given. Task 5 Learner’s example of they were proactive. Learner’s example of how they showed two other attributes of identifying skill. Task 1 Question 2 Checklist of items the learner needs to prepare to support the meeting. (ER 1.7, goal-setting) Task 2 Question 3a Identification of team’s objectives. Description of learner’s contribution to team. Statement of what the learner would do differently the next time they engage in teamwork, with explanation. Statement on whether the team worked well together to meet its objective. Explanation of reasons the team did or didn’t work well together. The answer must include a full description of what they would change next time they engaged in teamwork the reasons the team worked well together or not. The explanation must be consistent with the team’s objectives and the learner’s contribution to the team. Sufficiency for ER 1.7: Answers must include a relevant example of how the learner showed proactivity AND a relevant example of each of at least four of the other listed attributes. Final grades will be decided using professional judgement based on a holistic examination of the evidence provided against the criteria in the unit standard.