BSBCRT611

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POWERPOINT
PRESENTATION

BSBCRT611

Apply critical thinking for complex
problem solving

Refine Solution
for Implementation

3.1 Develop a Feedback Register to Systematically
Record Feedback According to Organisational
Requirements

Refining the solution for implementation starts with the development of a feedback register.

Feedback is the return of information regarding your proposed solution to the identified issue.

A feedback register is a recording system that will make it easy for you to systematically record
and keep track of all the feedback you received regarding your proposed solution.

The following are some of the things that you have to consider:

• Who is giving the feedback

Consider the background of the giver of feedback.

3.1 Develop a Feedback Register to Systematically Record Feedback According to Organisational Requirements

• The type of feedback: prompted or unprompted

The feedback you receive at this stage is mostly prompted since there is deliberate effort
to get feedback from them.

Feedback received can be:

o Quantitative data

o Qualitative

3.1 Develop a Feedback Register to Systematically Record Feedback According to Organisational Requirements

3.1 Develop a Feedback Register to Systematically
Record Feedback According to Organisational
Requirements

• Volume and repetition

Repetitive feedback could be an indicator that a basic factor has been overlooked and
should, therefore, be a priority.

• Stakes

High stakes feedbacks are feedback that addresses a severe point in your proposed
solution.

3.1 Develop a Feedback Register to Systematically Record Feedback According to Organisational Requirements

3.1 Develop a Feedback Register to Systematically
Record Feedback According to Organisational
Requirements

3.1.1 Feedback Register

This is a structured format for gathering and documenting and refers to document or data
repositor that captures feedback from stakeholders in relation to the business problem, a, or
relating to a key stage in the problem solving and solution development process.

As mentioned, there is no set format for a risk register, but typical formats for feedback
registers include:

• Spreadsheets

• App

• Online tool

• Software program

3.1 Develop a Feedback Register to Systematically Record Feedback According to Organisational Requirements

3.2 Refine Proposal Based on Analysis of Feedback

Proper analysis of feedback will give you a better opportunity to improve the proposed
solution to the identified issue.

Analysis methods include

• Thematic analysis

• Frequency of themes

• Case studies

• SWOT analysis

3.2 Refine Proposal Based on Analysis of Feedback

Analysis of feedback can be divided into four steps:

• Step 1: Categorise feedback received

Watch out for the emerging categories and note them appropriately. Group the
feedback into their categories for reference later on.

• Step 2: Divide into sub-categories

Sub-categories are more specific themes within the category.

3.2 Refine Proposal Based on Analysis of Feedback

• Step 3: Specify feedback according to its nature

Feedback may be positive or negative. Specify the feedback into either and deal with
them both.

• Step 4: Consolidate results and plan next move

Now that you are done categorising all the feedback, you can finally look at all the
results and make a plan of action on how to address them. You can also present the
summary of feedback and share the results with the members of your team to discuss
how to address them.

3.2 Refine Proposal Based on Analysis of Feedback

3.3 Seek Necessary Approvals to Implement Solution

You are now at the end of this unit, that is, Step 8 of the whole approval process for workplace
solutions or the sign-off. Sometimes, however, more things come up, and more considerations
come to light, so a sign-off is not given. In cases like this, you just have to go back to Step 7;
refine the solutions and then seek approval again.

• Step 1: Identify complex issue for resolution (within your job role)

• Step 2: Gather all pertinent info regarding identified issue

• Step 3: Present to relevant stakeholders

3.3 Seek Necessary Approvals to Implement Solution

• Step 4: Determine the best or most viable solution

• Step 5: Prepare brief on proposed solution

• Step 6: Present the brief to key stakeholders

• Step 7: Refine solution based on feedback from stakeholders

• Step 8: Present revised proposed solution to key stakeholders for approval

3.3 Seek Necessary Approvals to Implement Solution

Summary

This unit leads the process for addressing complex workplace issues up to the point of
implementation. It starts with scoping the problem followed by leading the solution
development process until finally, you have prepared your brief, presented it to stakeholders,
and have the approval necessary for eventual implementation.

This unit acknowledges that due to the nature of the workplace environment, problems
naturally occur. Most are easy enough to solve without need for management intervention,
but sometimes, complex problems arise, and there is a need for a higher degree of critical
thinking in order even to begin the process of resolving the identified issue. This unit provides
guidance for you to be able to accomplish that.

Presentation
Summary

Now that you have completed this presentation, you
should be able to:

Scope problem-solving process

Lead solution development process

Refine solution for implementation

Version Control & Document History

Date Summary of modifications Version

15 January 2021 Version 1.0 final produced following PowerPoint validation 1.0

BSBCRT611

POWERPOINT
PRESENTATION

Apply critical thinking for complex
problem solving

Lead Solution
Development Process

2.1 Facilitate Ideation Session with Relevant
Stakeholders

2.1 Facilitate Ideation Session with Relevant Stakeholders

Solution development is the process for determining the most viable solution to your identified
issue. It is where you facilitate ideation sessions wherein ideas and solutions are generated and
explored.

Ideation refers to the process of generating ideas or the creation of alternative solutions and
identifying other ways to approach the problem.

There is no attempt to judge or evaluate them yet as this will come later on. It can be
conducted in various ways. Some approaches include:

• Brainstorming

A combination of an informal, relaxed approach to problem-solving with lateral thinking.

In brainstorming, there are primarily four rules to follow:

o No negative feedback.

o Quantity over quality.

o Build on other’s ideas.

o Encourage big thinking.

• Brainwriting

A simultaneous writing generation of ideas.

2.1 Facilitate Ideation Session with Relevant
Stakeholders

2.1 Facilitate Ideation Session with Relevant Stakeholders

• Mind mapping

It is an effective way of getting all your ideas in and out of your brain.

• Provocation

A method that considers the absurd and the nonsensical.

• Worst Possible Idea

An ideation method wherein the participants purposely seek the worst possible
solutions to their identified issue.

2.1 Facilitate Ideation Session with Relevant Stakeholders

2.1 Facilitate Ideation Session with Relevant
Stakeholders

You now have a range of possible solutions in your hands. However, it is often impossible to
have the capacity and the resources to implement all solutions identified.

Hence, there is a need to evaluate the formulated solutions for advantages and limitations in
order to determine which one has the best possibility of success.

2.2 Evaluate Formulated Solutions for Advantages and Limitations Using Critical Thinking Techniques

2.2 Evaluate Formulated Solutions for Advantages and
Limitations Using Critical Thinking Techniques

Evaluating solutions can be divided into five stages:

• Stage 1: Defining the ideal situation

• Stage 2: Eliminating unviable solutions

• Stage 3: Evaluating remaining solutions

• Stage 4: Assessing the risk

• Stage 5: Making the decision

2.2 Evaluate Formulated Solutions for Advantages and
Limitations Using Critical Thinking Techniques

2.2 Evaluate Formulated Solutions for Advantages and Limitations Using Critical Thinking Techniques

The advantages of solutions being developed for workplace problems could be surmised in
four:

• Fixes systems that are broken

• Addresses risks

• Improves performance

• Opportunity for improvement

2.2 Evaluate Formulated Solutions for Advantages and
Limitations Using Critical Thinking Techniques

2.2 Evaluate Formulated Solutions for Advantages and Limitations Using Critical Thinking Techniques

2.2.1 Critical and Creative Thinking Techniques

You will need to tap into critical and creative thinking techniques applicable to achieve the
results desired. You will also have to use critical and creative thinking techniques to translate
the goal into actionable steps.

• Critical Thinking Techniques

Critical thinking refers to the ability to think clearly and rationally. Critical thinking aims to
achieve objective evaluation and analysis of problems, situations, or ideas, to build a clear
understanding or how to reach the optimal solution.

2.2 Evaluate Formulated Solutions for Advantages and Limitations Using Critical Thinking Techniques

2.2.1 Critical and Creative Thinking Techniques

Some techniques include:

o Analysis

An analysis is an essential step in critical thinking, and being analytical is a crucial part of
developing critical thinking skills.

Characteristics of Analysis for it to be effective are the following:

▪ Objective

▪ Curious

▪ Observant

2.2 Evaluate Formulated Solutions for Advantages and Limitations Using Critical Thinking Techniques

2.2.1 Critical and Creative Thinking Techniques

o Synthesis

studies the combination of the parts to form a whole. To effectively go through the
synthesis process.

Critical thinkers need to have the following characteristics:

▪ Flexible

▪ Open-minded

▪ Creative

2.2.1 Critical and Creative Thinking Techniques

o Consultation

Consultation refers to engaging with stakeholders.

o Evaluation

Evaluation in critical thinking is where you make judgements and examine the
significance of something which will then lead you to:

▪ Reasonable conclusions

▪ Solutions

▪ Recommendations

2.2 Evaluate Formulated Solutions for Advantages and Limitations Using Critical Thinking Techniques

2.2.1 Critical and Creative Thinking Techniques

• Creative Thinking Techniques

This is a process that is used to solve problems and find opportunities. The process aims to
go beyond traditional thinking in problem-solving to find creative solutions. In this process,
creative thinking is an essential aspect that must be involved.

Some techniques include:

o Design Thinking

This is a creative process that aims to find new ideas and solutions to an existing
problem.

2.2 Evaluate Formulated Solutions for Advantages and Limitations Using Critical Thinking Techniques

2.2.1 Critical and Creative Thinking Techniques

o What-Iffing

This is basically asking ‘what if’ to generate new perspectives. This creative thinking
approach releases the mind from being blocked by reality.

o Attribute analysis

Attribute analysis involves breaking down:

▪ Problem

▪ Idea

▪ Thing into attributes

▪ Component parts

2.2 Evaluate Formulated Solutions for Advantages and Limitations Using Critical Thinking Techniques

2.2.1 Critical and Creative Thinking Techniques

o Six Thinking Hats

This problem-solving technique involves putting on a metaphorical hat for
decision-making. Each of the six (6) coloured thinking hats represents a different way of
looking at a problem.

▪ White Hat

Facts; White is all about logic and looking at the data.

▪ Red Hat

Emotions; Red is the colour of love and, like love, the red hat is about gut instinct.

2.2 Evaluate Formulated Solutions for Advantages and Limitations Using Critical Thinking Techniques

2.2.1 Critical and Creative Thinking Techniques

▪ Black Hat

Judgment; Black hat thinking is aimed at spotting little flaws in the plan that, over
time, may make the whole thing come apart.

▪ Yellow Hat

Logic; Someone wearing the yellow hat must always look at every solution.

▪ Green Hat

Creativity; You will just generate all sorts of crazy ideas, some of which will work,
others which will not.

▪ Blue Hat

Control; The blue hat thinker has to think about control and processes.

2.2 Evaluate Formulated Solutions for Advantages and Limitations Using Critical Thinking Techniques

2.2.1 Critical and Creative Thinking Techniques

o Lateral thinking

Lateral thinking is using a unique perspective to look at a problem to generate ideas or
solutions.

The following are lateral thinking techniques:

▪ Alternatives

▪ Focus

▪ Random Entry

▪ Provocation and movement

▪ Harvesting

▪ Treatment of Ideas

2.2 Evaluate Formulated Solutions for Advantages and Limitations Using Critical Thinking Techniques

2.3 Apply Decision-Making Processes to Select Most
Viable Solution

This is about applying decision-making processes to select the most viable solution from your
already trimmed down list.

The decision-making process has seven steps:

• Step 1: Identifying the decision

This step is about making that commitment to decide which of the solutions you will go
with.

• Step 2: Gathering relevant information

Referring to external sources is also valuable. Look up studies and market research on
the area related to your decision.

2.3 Apply Decision-Making Processes to Select Most Viable Solution

• Step 3: Identifying alternatives

Identify other options and new approaches to solving the problem. It could also be
possible to tweak your identified solution and improve on it.

• Step 4: Weighing the evidence

Identify the pitfalls and compare it against the possible rewards.

• Step 5: Selecting the best solution

Decision-making is a process. This means that there are always opportunities for
re-evaluation and improvement.

2.3 Apply Decision-Making Processes to Select Most Viable Solution

2.3 Apply Decision-Making Processes to Select Most
Viable Solution

• Step 6: Taking action

Make the decision and take a pick. Develop a project plan for the solution you decided
on.

• Step 7: Reviewing the decision

The decision-making goes hand-in-hand with the problem-solving, wherein both
processes are involved in identifying and resolving issues within organisations and
businesses.

2.3 Apply Decision-Making Processes to Select Most Viable Solution

2.3 Apply Decision-Making Processes to Select Most
Viable Solution

2.3.1 Barriers to Effective Decision-Making

In order to be effective in decision-making, you also have to be aware of the barriers that can
prevent you from doing so.

There are mainly two barriers:

• Lack of knowledge

• Bias

There are many kinds of bias. Some of them that affect effective decision-making capability are
the following:

• Groupthink bias

• Confirmation bias

2.3 Apply Decision-Making Processes to Select Most Viable Solution

2.3.1 Barriers to Effective Decision-Making

• Attribution or self-serving bias

• Trusting testimonial evidence

• Memory lapses

• Accepting authority without question

• Generalisation

• Ignorance

• Coincidence

2.4 Prepare a Brief on Proposed Solution According to
Organisational Policy and Present to Key Stakeholders

A brief is a summary document that serves as a starting point for workplace solution proposal.
It contains important details for addressing the complex issue previously identified, which
includes:

• Deliverables

• Schedules

• Timetables

• Logistics

2.4 Prepare a Brief on Proposed Solution According to Organisational Policy and Present to Key Stakeholders

The approval process for workplace solutions varies from workplace to workplace depending
upon how big your business organisation and your organisation policy and procedures since
there varying degrees of permission levels are and assigned approvers. Generally, however, the
approval process is straightforward.

• Step 1: Identify complex issue for resolution (within your job role)

• Step 2: Gather all pertinent information regarding identified issue

• Step 3: Present to relevant stakeholders

2.4 Prepare a Brief on Proposed Solution According to Organisational Policy and Present to Key Stakeholders

2.4 Prepare a Brief on Proposed Solution According to
Organisational Policy and Present to Key Stakeholders

• Step 4: Determine the best or most viable solution

• Step 5: Prepare brief on proposed solution

• Step 6: Present the brief to key stakeholders

• Step 7: Refine solution based on feedback from stakeholders

• Step 8: Present revised proposed solution to key stakeholders for approval

2.4 Prepare a Brief on Proposed Solution According to Organisational Policy and Present to Key Stakeholders

2.4 Prepare a Brief on Proposed Solution According to
Organisational Policy and Present to Key Stakeholders

2.4.1 Organisational Requirements for Development and Presentation of a Brief

Every organisation has established plans and requirements that provide guidelines for how the
organisation will progress into the future – how it will approach matters as they come including
that for development and presentation of a brief.

Generally, development and presentation of a brief is also straightforward and follows the
structure in this manner:

1. Greeting the audience and introducing self.

2. Introduction of you the brief; what it is about.

3. Discussion about the identified issue and explanation of the proposed solution.

4. Conclusion of the talk.

5. Thank the audience and invite them to ask questions.

2.4 Prepare a Brief on Proposed Solution According to Organisational Policy and Present to Key Stakeholders

2.4.1 Organisational Requirements for Development and Presentation of a Brief

Some examples of presentation structures are as follows:

• Demonstration

This is a good method for presentation if your proposed solution involves equipment,
gadget, or a product.

• Problem-Solving

This presentation structure is best for when you want to persuade your audience.

• Storytelling

Storytelling incorporates stories into your presentation.

2.4 Prepare a Brief on Proposed Solution According to Organisational Policy and Present to Key Stakeholders

2.4.1 Organisational Requirements for Development and Presentation of a Brief

• Remaining Method

It is a great method for this type of situation because it is very persuasive in that it is
framed as the best possible idea out of the various alternatives.

In this presentation, we have covered:

Scope problem-solving process

Lead solution development process

❑ Refine solution for implementation

What have
we learned?

End of Chapter 2

BSBCRT611

POWERPOINT
PRESENTATION

Apply critical thinking for complex
problem solving

About this Unit of Competency
BSBCRT611 – Apply critical thinking for complex problem solving

• Covers the skills and knowledge required to apply critical thinking in order to develop
solutions to complex issues arising in the workplace.

• Applies to those who are required to think critically in order to develop structured and
innovative solutions to overcome complex organisational issues.

Presentation
Objectives

At the end of this presentation, you will be able to:

❑

Scope problem-solving process

❑ Lead solution development process

❑ Refine solution for implementation

Scope Problem
Solving Process

1.1 Identify Complex Issue for Resolution Within Scope
of Job Role and in Consultation with Relevant
Stakeholders

This starts with the identification of complex issues which is within the job role of the learner.
Task objectives and risks involved in pursuing the issues are then documented to learn more
about what the issue entails.

A complex issue is a problem that necessitates the approach to come from multiple
perspectives to provide possible solutions.

These are questions and problems that need to be addressed, but no easy solutions are
available, or that quick fixes are not possible. It needs a thorough sit down for planning.

1.1 Identify Complex Issue for Resolution Within Scope of Job Role and in Consultation with Relevant Stakeholders

Books and other publications are great sources of information. Three categorised types of
sources are:

• Primary Sources

• Secondary Sources

• Tertiary Sources

1.1 Identify Complex Issue for Resolution Within Scope
of Job Role and in Consultation with Relevant
Stakeholders

1.1 Identify Complex Issue for Resolution Within Scope of Job Role and in Consultation with Relevant Stakeholders

1.1 1 Consultation with Relevant Stakeholders

To effectively identify the complex issue, it must be done in consultation with relevant
stakeholders. Consultation is necessary primarily for two things:

• Input

• Approval

Stakeholders are individuals or groups who are impacted by the identified complex issue and
its resolution thereof. These stakeholders have an interest in the success of the project.

1.1 Identify Complex Issue for Resolution Within Scope of Job Role and in Consultation with Relevant Stakeholders

1.1 1 Consultation with Relevant Stakeholders

Consultation with stakeholders could be conducted in a number of ways. Consider the gravity
of importance and limitations when choosing a method.

• Face-to-Face Consultation

o Meeting (physical or online)

o Individual Depth Interviews

• Remote Consultation

o E-mails

o Surveys

1.1 Identify Complex Issue for Resolution Within Scope of Job Role and in Consultation with Relevant Stakeholders

1.1 1 Consultation with Relevant Stakeholders

Consultation with stakeholders does not have to be one or the other. You can mix it up for
maximum results. Set a face-to-face meeting with all stakeholders to allow exhaustive
discussion regarding the complex issue.

1.1 Identify Complex Issue for Resolution Within Scope of Job Role and in Consultation with Relevant Stakeholders

1.2 Document Task Objectives and Risks Involved in
Pursuing Identified Issue

Pursuing and resolving an identified issue is not done instantly. It is a process just like any other
business project your organisation intends to pursue.

One of the first steps is to break down the issue into actionable items starting with determining
the task objectives.

1.2 Document Task Objectives and Risks Involved in Pursuing Identified Issue

1.2.1 Objectives

Specific results that you are aiming to achieve. In this unit, the ultimate objective is always the
resolution of the identified issue.

In defining task objectives, do so in a SMART manner.

• SPECIFIC

The objectives should be specific and not merely set as a general direction.

• MEASURABLE

The objectives must be broken down into measurable elements; to have concrete
evidence to determine whether each step task is successfully completed.

1.2.1 Objectives

• ATTAINABLE

The objectives must be realistic and not impossible to achieve.

• RELEVANT

The objective must be in line with the resolution to the identified issue.

• TRACKABLE

The tasks outlined to resolve the identified issue must have a target date.

1.2 Document Task Objectives and Risks Involved in Pursuing Identified Issue

1.2.1 Risks

Risk is a natural part of any activity or undertaking. It is the likelihood of harm or negative
consequence as a result of pursing the identified issue.

In pursuing an identified issue, conduct risk identification after determining the task objectives.

Risk identification is an ongoing process. It should be conducted early and should continue until
the identified issue has been addressed and resolved.

1.2 Document Task Objectives and Risks Involved in Pursuing Identified Issue

1.2.1 Documenting Task Objectives and Risks

Documentation is important because it shows whether your project has been accomplished
and all requirements have been fulfilled.

It also establishes traceability and history, that is, whenever necessary, you can pull out records
to see the sequence of events that lead to the resolution of the identified issue.

• Process Documentation

Process documentation outlines the necessary steps to complete the task. It is like a
roadmap of your task that details the ‘how’s’ of implementation.

1.2 Document Task Objectives and Risks Involved in Pursuing Identified Issue

1.2.1 Documenting Task Objectives and Risks

Below are tips for making process documentation for your task objectives:

o Determine task objectives.

o Determine intended outputs, what is being produced or end goal.

o Determine inputs: resources needed to reach the end goal.

o Organize list of tasks into sequential steps.

o Construct a flow chart.

o Ask colleagues to review document and provide feedback.

o Continue to update you document throughout.

1.2 Document Task Objectives and Risks Involved in Pursuing Identified Issue

1.2.1 Documenting Task Objectives and Risks

• Risk Register or Risk Log

Once you have determined the risks in pursuing identified issues, list them down on a
separate document for reference later on. You can then expand your list of risks to
include:

o Contingency plans for when an identified risk occurs

o Details of costs involved in mitigating the risk

o Probability that the risk will occur

1.3 Research Legislative Frameworks and
Organisational Policy or Procedures Applicable to
Identified Issue

Legislative framework refers to the actual process of using the law and governing it, which
includes:

• The acts, regulations, delegations, policies, procedures, instructions, guidelines,
standards for organisation and individual conduct and practice

• The names of the national law that is included in the framework, the purpose of the
national law, how the national law is adopted as legislation in each state/territory.

1.3 Research Legislative Frameworks and Organisational Policy or Procedures Applicable to Identified Issue

Legal and regulatory responsibilities can relate to:

• change management and reporting

• industry standards

• organisational and industry codes of conduct

1.3 Research Legislative Frameworks and Organisational Policy or Procedures Applicable to Identified Issue

1.3 Research Legislative Frameworks and
Organisational Policy or Procedures Applicable to
Identified Issue

Legal frameworks comprise a set of documents that includes:

• Constitution

• Legislation

• Regulations

• Contracts

1.3 Research Legislative Frameworks and Organisational Policy or Procedures Applicable to Identified Issue

1.3 Research Legislative Frameworks and
Organisational Policy or Procedures Applicable to
Identified Issue

The following pieces of legislation are relevant to issues in the workplace:

• Equal Employment Opportunity Act (Commonwealth Authorities) 1987

The Equal Employment Opportunity (EEO) Act refers to the right of all employees to be
treated fairly and equitably regardless of their culture, religion, or beliefs through the
recruitment, selection, access to information, supervision, and management.

• Work Health and Safety Act of 2011

The Work Health and Safety Act of 2011 provides for a balanced and nationally
consistent framework to secure the health and safety of workers and workplaces.

1.3 Research Legislative Frameworks and Organisational Policy or Procedures Applicable to Identified Issue

1.3 Research Legislative Frameworks and
Organisational Policy or Procedures Applicable to
Identified Issue

Organisational policy and procedures establish boundaries, guidelines, and best practices at
your business.

These organisational requirements relate to:

• job descriptions

• organisational and industry codes of conduct

• organisational goals and values

• organisational policies and procedures

• work instructions

1.3 Research Legislative Frameworks and
Organisational Policy or Procedures Applicable to
Identified Issue

1.3 Research Legislative Frameworks and Organisational Policy or Procedures Applicable to Identified Issue

Examples of organisational policy and procedures that may already be existing in your business
organisation include:

• Code of Conduct

• Recruitment Policy

• Drug and Alcohol Policy

• Health and Safety Policy

• Grievance Handling Policy

• Anti-Discrimination and Harassment Policy

1.3 Research Legislative Frameworks and Organisational Policy or Procedures Applicable to Identified Issue

1.3 Research Legislative Frameworks and
Organisational Policy or Procedures Applicable to
Identified Issue

1.4 Calculate Required Resources and Present to
Relevant Stakeholders

Resources refer to the assets of the organisation that is available to use in the production
process. These are:

• Physical Resources

Physical resources that are available and necessary vary from project to project in
consideration with the industry and the nature of the project. It is important to keep in
mind, however, that there may be statutory regulations and legal requirements that
must be complied with.

1.4 Calculate Required Resources and Present to Relevant Stakeholders

Examples of statutory regulations relevant to the physical resource are the following:

o employment and insurance laws

o building and accessibility regulations

o pest control

o hygiene

o pollution

o compliance

o licenses

o recording documentation

1.4 Calculate Required Resources and Present to Relevant Stakeholders

1.4 Calculate Required Resources and Present to
Relevant Stakeholders

• Human Resources

A project team is composed of a group of people managed by a project manager.

To determine the human resources required, you have to consider the following:

o The capabilities/skills and the hours of effort required for the project.

o People who can be a part of the team, taking note of the time they have available.

1.4 Calculate Required Resources and Present to
Relevant Stakeholders

1.4 Calculate Required Resources and Present to Relevant Stakeholders

The management of human resources goes hand in hand with the implementation of human
resource policies. Generally, the following are common policies and procedures in an
organisation:

• Equal employment opportunity (EEO) and anti-discrimination

This is the principle wherein all people must have equal access to employment
opportunities based on their merit.

• Privacy policy

This policy outlines information handling practices in the organisation.

1.4 Calculate Required Resources and Present to Relevant Stakeholders

1.4 Calculate Required Resources and Present to
Relevant Stakeholders

1.4.1 Calculating Resources Needed

Resource allocation is the process of assigning and scheduling resources to the task objectives
and risks involved in pursuing the identified issue. The steps for resource allocation are as
follows:

• Divide the objective into workable tasks of action items

• Assign resources per task

• Determine resource attributes

• Resource levelling

1.4 Calculate Required Resources and Present to Relevant Stakeholders

1.4.2 Presenting Calculated Resources to Relevant Stakeholders

The relevant stakeholders referred to are persons that you will eventually be seeking approval
from when you implement your solution. These are also the persons with budget approving
authority as you will eventually need that once your solution proposal is for implementation.

1.4 Calculate Required Resources and Present to Relevant Stakeholders

1.4.2 Presenting Calculated Resources to Relevant Stakeholders

To effectively present the calculated resources to the relevant stakeholders, the following tips
can help:

• Keep it simple.

• Use numbers and pictures.

• Offer potential solutions.

• Specify the actions required.

• Follow-up status reports.

1.4 Calculate Required Resources and Present to Relevant Stakeholders

In this presentation, we have covered:

Scope problem-solving process

❑ Lead solution development process

❑ Refine solution for implementation

What have
we learned?

End of Chapter 1

Learner Assessment Pack

BSBCRT611
Apply critical thinking for complex

problem solving

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

2 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Version Control & Document History

Date Summary of modifications Version

28 January 2021 Version 1 produced following assessment validation. 1.0

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

4 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Table of Contents

Assessment Delivery

Assessor Information 6

Steps for Assessors 8

Reasonable Adjustment 9

Resources Required for Assessment 10

Accessing Intranet Pages 13

Assessment Agreement 14

Assessment Tasks

Contextualisation of Assessments by RTOs 17

Short Answer Questions 19

Practical Assessment 34

Workplace Project Assessment 35

Project Overview 35

Contextualisation 37

Simulating the Assessments 39

Task 1: Scope Complex Workplace Issue 40

Task 2: Problem Scoping Brief and Feedback Register 42

Task 3: Facilitate Ideation Session

Task 4: Solution Proposal Brief 50

Task 5: Present Solution Proposal Brief 53

Task 6: Refine and Submit Solution Proposal Brief

Assessment Workbook Checklist

Assessment Workbook Checklist 58

Recording

Record of Assessment

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Learner Assessment Pack

Assessment Delivery

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

6 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Learner Information
This Learner Assessment Pack is designed for you to complete the assessment for BSBCRT611 –
Apply critical thinking for complex problem solving (Release 1). It may refer to your own
workplace/organisation, or to a simulated business provided by your assessor.

The assessment tasks include Short Answer Questions where you need to demonstrate your
knowledge and understanding of the unit, and the Practical Assessment, where you need to
demonstrate your skills required in the unit. It is recommended that you complete the Practical
Assessments in your own workplace/organisation. If you don’t have access to a real workplace, you
can complete the assessment in a simulated environment where resources and conditions similar to
a workplace must be accessed. Ensure to discuss this with your assessor prior to commencing with
the assessment.

Each Learner Assessment Pack is made up of four parts:

Assessment Delivery

Learner Information

Steps for

Learner

Assessment Agreement

Assessment Tasks

Assessment Tasks, including:



Short Answer Questions

 Practical Assessment

Assessment Workbook Checklist

Recording

Record of Assessment

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Before you commence your assessment, ensure that you have a good knowledge of the subject,
have thoroughly read your Learner Resource, and clearly understand the assessment requirements
and the expectations of the industry to which the assessment is related.

Assessments are designed to be completed using your industry/organisation, but your Registered
Training Organisation (RTO) may assist you by contextualising the unit to be completed in a
simulated workplace environment.

You will be required to demonstrate knowledge and skills which must be observed directly by your
assessor. Where the observation task may be difficult for the assessor to directly observed, a video
recording of the practical observation task must be submitted as supplementary evidence.
Verification from at least one third-party signatory, and preferably two or more witnesses is required
to confirm your demonstration of these practical knowledge and skills. These witnesses would
usually be your current or recent supervisors, or your assessor.

The practical assessment tasks may be completed using your own workplace, a simulated
environment, or a mix of both, as instructed by your assessor. To contextualise this assessment to
your industry/organisation, you may be asked by your assessor to provide additional information
based on your industry/organisation.

Instructions are given for each task. If you have questions, or unclear how to proceed, consult with
your assessor.

Records of all aspects of the assessment must be kept in your Learner Assessment Pack

The record of assessment is a legal document and must be signed, dated, and a copy stored as
required by your Registered Training Organisation (RTO).

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

8 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Steps for Learners
Your Learner Assessment Pack:

1. Upon receiving your Learner Assessment Pack, discuss with your assessor the expectations
and requirements of this assessment. You may also need to supply contact details of one or
two work referees who can confirm your skills in the industry.

Discuss with your assessor if you intend to undertake the practical assessment tasks based
on your employing organisation, in a simulated business, or in a mix of both.

2. Your Learner Assessment Pack is where you will get the task information. Complete each
task as instructed using either your own workplace, or using a simulated business, as
discussed with your assessor.

3. After you complete your assessment, gather and submit your evidence documents as
detailed in the task(s) in the timeframe agreed with your assessor.

Your assessor will advise you if there are any further steps for you to take to satisfactorily
complete this assessment.

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Reasonable Adjustment
Adapted Reasonable Adjustment in teaching, learning and assessment for learners with a disability –
November 2010 – Prepared by – Queensland VET Development Centre

Reasonable adjustment in VET is the term applied to modifying the learning environment or making
changes to the training delivered to assist a learner with a disability. A reasonable adjustment can be
as simple as changing classrooms to be closer to amenities or installing a particular type of software
on a computer for a person with vision impairment.

Why make a reasonable adjustment?

We make reasonable adjustments in VET to make sure that learners with a disability have:

 The same learning opportunities as learners without a disability, and

 The same opportunity to perform and complete assessments as those without a disability.

Reasonable adjustment applied to participation in teaching, learning and assessment activities can
include:

 Customising resources and assessment activities within the training package or accredited
course

 Modifying the presentation medium

 Learner support

 Use of assistive/adaptive technologies

 Making information accessible both before enrolment and during the course

 Monitoring the adjustments to ensure learners needs continue to be met

Assistive/Adaptive Technologies

Assistive/Adaptive technology means ‘software or hardware that has been specifically designed to
assist people with disabilities in carrying out daily activities’ (World Wide Web Consortium – W3C). It
includes screen readers, magnifiers, voice recognition software, alternative keyboards, devices for
grasping, visual alert systems, digital note-takers.

IMPORTANT:

Reasonable adjustment made for collecting learner assessment evidence must not impact on the
standard expected by the workplace, as expressed by the relevant unit(s) of competency. For
example, if the assessment were gathering evidence of the learner’s competency in writing,
allowing the learner to complete the assessment verbally would not be a valid assessment
method. The method of assessment used by any reasonable adjustment must still meet the
competency requirements.

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

10 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Resources Required for Assessment
To complete the Practical Assessment tasks, you will require access to:

 Computer with internet and email access, and a working web browser

 Installed software: Word, Adobe Acrobat Reader

 A safe environment where evidence gathered demonstrates consistent performance of
typical activities experienced in the customer service field of work that will allow you access
to:

o Workplace documentation with information on the following:

 Scope of your work role

This can include:

– Job description

– Roles and responsibilities document

– Business plan

 Requirements for the development of:

– Solution proposal briefs

–

Feedback register

 Requirements for the presentation of:

– Solution proposal briefs

– Feedback registers

 Process for the approval of solutions for implementation

 Requirements for preparing solution proposal briefs, such as:

– Style guide

– Communication policy and procedures

– Continuous improvement policy and procedures

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

o Workplace templates, including or similar to the following:

 Problem scoping briefs

 Feedback registers

 Solution proposal briefs

o Resources required for each of the following:

 Undertaking research

 Preparing a brief

 Developing a feedback register

This can include:

 Consultations with specialists

 Information databases

 Project management tools

o Organisational policies and procedures with information relevant to the identified
complex workplace issue, such as:

 Work health and safety

policies and procedures

 Conflict resolution policies and procedures

 Business continuity policies and procedures

o Components of legislative frameworks applicable to the identified complex
workplace issue,

Components of legislative frameworks can include legislation, regulations and codes
of practice related to the following:

 Anti-discrimination

 Fair work

 Work health and safety

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

12 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

o Opportunity to:

 Scope at least one complex workplace issue during consultation with at least
two relevant stakeholders in Workplace Project Task 1

 Present the problem scoping brief and facilitate an ideation session with at
least two relevant stakeholders in Workplace Project Task 3

 Present the solution proposal brief and seek feedback from at least two key
stakeholders in Workplace Project Task 5

o People, including:

 At least two relevant stakeholders who will be involved in the following:

– Consultation to scope at least one complex workplace issue in
Workplace Project Task 1

– Presentation of the problem scoping brief and facilitating ideas for
resolving the complex workplace issue in Workplace Project Task 3

Relevant stakeholders refer to individuals or groups who have relevant
information on and are affected by the workplace problem.

 At least two key stakeholders who will be involved in the following:

– Presentation of the solution proposal brief and gathering feedback
on presented information in Workplace Project Task 5

– Seeking approval for the implementation of the solution to the
complex workplace issue in Workplace Project Task 6

Key stakeholders refer to individuals or groups who are vital in the problem-
solving process due to specialist insight and authority to provide approval for
implementation.

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Accessing Intranet Pages
Some assessment tasks may require you to access specific pages from the simulated business,
Bounce Fitness. Links to these pages are formatted in Blue Text.

To access these, hold the Ctrl key for Windows users while clicking on these links. For Mac users,
directly click the link.

The simulated business, Bounce Fitness, can be accessed by going to
http://bouncefitness.precisiongroup.com.au.

http://bouncefitness.precisiongroup.com.au

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

14 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Assessment Agreement
Instructions:

Discuss and accomplish this section with your assessor before commencing then sign the
confirmation at the end of this Agreement.

Please tick at least one of the following for each section: 

Delivery Method

Classroom

Small Group

One-on-One

Online

Other (please describe)

Assessment Pathway (for Practical Assessment)

Learner’s Organisation (Pre-assessment meeting conducted)

Simulated Workplace Environment (Contextualised by RTO)

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates
consistent performance of typical activities experienced in the customer service field of work
and include access to:

Organisational policies and procedures

Opportunities to collaborate with others throughout the concept
development process

Resources required to undertake research, prepare a brief and develop a
feedback register.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational
education and training legislation, frameworks and/or standards.

I confirm that the activities and assessment completed for this unit are my own work, and comply
with all relevant copyright and plagiarism rules.

I understand that if there is any doubt in the authenticity of any piece of my assessment
submission, I can be orally examined, and the signatory of evidence records may be contacted.

Learner’s name

Learner’s signature Date

Assessor’s name

Assessor’s signature Date

End of Assessment Agreement

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

16 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Learner Assessment Pack

Assessment Tasks

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Tasks
Complete all tasks in this assessment as instructed. If you have questions, consult with your assessor.

Contextualisation of Assessments by RTOs
Contextualisation is the process of modifying assessment tools to make learning more meaningful
for your learners and their employers.

Precision Group (Australia) recommends that your RTO contextualise the assessment tools to suit
particular industry requirements and specific organisational requirements before using them.
Contextualisation must retain the integrity of the assessment and the outcome of the unit of
competency.

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

18 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Short Answer Questions

Question 1

Identify at least three of each of the following that can be applied when solving complex
workplace issues:

 Critical thinking techniques

 Creative thinking techniques

a. Critical thinking techniques

ii.

iii.

b. Creative thinking techniques

ii.

iii.

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Question 2

Answer the questions below about decision-making processes.

a. Describe each step of the 7-Step decision-making process.

Steps of the 7-Step
Decision-Making Process

Description of Each Step

i. Identifying the
decision

ii. Gathering relevant
information

iii. Identifying
alternatives

iv. Weighing the

evidence

v. Selecting the best
solution

vi. Taking action

vii. Reviewing the
decision

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

20 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

b. Identify at least five potential barriers to decision-making.

ii.

iii.

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Preliminary Scenario

Questions 3 and 4 of this Short Answer Questions require you to refer to the simulated
business, Bounce Fitness.

Bounce Fitness is a premier fitness provider with four centres across Australia. The business is
currently preparing to launch its ‘Fitness in Maturity’ pilot program, which aims to encourage
fitness in the ‘Over 55’ community groups.

You are the General Manager Human Resources of Bounce Fitness’ Head Office in Cairns,
Queensland. The leadership team has observed significant impacts on operations and
profitability during the last financial year due to the COVID-19 pandemic. State and territory
governments now require all fitness businesses to adhere to new operating requirements and
restrictions as conditions are expected to remain challenging.

Bounce Fitness must now determine an appropriate response to the following problems:

 Ensuring the health and safety of staff and clients during everyday operations

 Modifications to the ‘Fitness in Maturity’ pilot program to ensure adherence to
additional COVID safety requirements

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

22 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Question 3

Outlined below are the two workplace problems that Bounce Fitness is currently facing.

Identify at least one of each of the following for each workplace problem outlined:

 Advantages in developing solutions

 Risks in developing solutions

Workplace Problems Advantages Risks

a. Ensuring health and
safety during everyday
operations

b. Ensuring the ‘Fitness
in Maturity’ pilot
program adheres to
additional COVID
safety requirements

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Question 4

Based on the preliminary scenario, Bounce Fitness must address the workplace issue of
operating amidst the COVID-19 pandemic.

Answer the following questions about sources of information relevant to this workplace issue.

a. Complete the table below:

 Identify at least two sources of information that can be accessed through desk
research

 Explain how information gathered from each source is relevant to Bounce Fitness’
workplace issue

Source of Information
How Information Gathered from Each Source

is Relevant to the Workplace Issue

ii.

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

24 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

b. Access the Job Descriptions page in Bounce Fitness from the link below:

Job Descriptions

https://bouncefitness.precisiongroup.com.au/people/job-descriptions/

Identify at least two relevant stakeholders that you can consult with in order to gather
information relevant to the workplace issue.

ii.

c. Explain how information gathered from consultations with relevant stakeholders can
assist in resolving the workplace issue.

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

https://bouncefitness.precisiongroup.com.au/people/job-descriptions/

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Practical Assessment
The Practical Assessment is a set of tasks that must be completed in a safe environment where
evidence gathered demonstrates consistent performance of typical activities experienced in the
customer service field of work.

To be assessed for this unit of competency, you must demonstrate your skills and knowledge to
apply critical thinking in order to develop solutions to complex issues arising in the workplace.

The Practical Assessments in this workbook include:

1. Workplace Project Assessment

A series of tasks assessing the learner’s practical knowledge and skills relevant to the
unit of competency. This includes the learner completing workplace documents or
similar as evidence of competent performance.

2. Workplace Practical Observation

A set of assessment tasks where the learner must demonstrate practical skills relevant
to the unit of competency. These skills are to be demonstrated while being observed by
the assessor.

IMPORTANT!

 All signatures/initials in your submissions, including yours, must be handwritten and
dated. Submissions with signatures/initials must be scanned.

 The supervisor/observer who completes and signs your evidence submissions must
provide their real name, contact number, and email address for your assessor’s
reference.

 Should you encounter issue or concerns regarding your assessment, contact your
assessor.

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

26 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Workplace Project Assessment

Project Overview

This workplace project assessment requires you to scope and address at least one complex
workplace issue in the workplace.

This assessment is divided into six tasks:

 Task 1: Scope Complex Work Issue



Task 2: Problem Scoping Brief and Feedback Register



Task 3: Facilitate Ideation Session



Task 4: Solution Proposal Brief



Task 5: Present Solution Proposal Brief



Task 6: Refine and Submit Solution Proposal Brief

This project requires you to complete the assessment tasks in a safe environment where
evidence gathered demonstrates consistent performance of typical activities experienced in the
customer service field of work.

Each task comes with a set of instructions. You are to follow and perform these instructions
while being observed by the assessor and/or submit any required documentation as evidence of
task completion.

Before starting this assessment, your assessor will discuss with you these tasks, including
instructions, resources, and guidance for satisfactorily completing them.

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

You are required to:

 Complete the tasks within the time allowed, as scheduled in-class roll.

 Identify and scope details of at least one complex issue in the workplace for resolution.

 Develop a problem-solving brief with information on the problem-solving process.

 Facilitate ideation session with at least two relevant stakeholders to determine at least
two possible solutions

 Evaluate identified possible solutions to determine the most viable option to take

 Present and seek feedback on solution proposal brief

 Refine solution proposal brief and seek necessary approvals for implementation

Resources Required for Assessment

Resources you need to access to complete the project assessment are outlined in the Resources
Required for Assessment section of this workbook, and in the corresponding Assessor’s
Checklist and/or Observation Form of each task.

Discuss each requirement with your assessor before commencing with each task. They will
organise the resources required for this assessment.

IMPORTANT: Additional workplace resources may be required upon the contextualisation of
this assessment.

Forms and Templates

Generic forms and templates are provided in the project tasks, unless otherwise specified.
These can be accessed from the following link:

BSBCRT611 Forms and Templates

If you are currently in a workplace, use similar workplace templates and forms used by your
organisation to complete each assessment task.

Discuss with your supervisor and your assessor first to ensure that the forms/templates you will
use cover all criteria required by each assessment task.

Review these forms and templates with your assessor before starting the task.

https://bouncefitness.precisiongroup.com.au/supplementary-files/critical-thinking-and-problem-solving-bsbcrt611/

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

28 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Task 1: Scope Complex Workplace Issue

ASSESSMENT INSTRUCTIONS

Your assessor will observe you as you consult with at least two relevant stakeholders to
determine the scope of at least one complex workplace issue.

Relevant stakeholders refer to individuals or groups who have relevant information on and are
affected by the workplace problem.

You will be assessed on your practical skills to:

 Consult with at least two relevant stakeholders to scope at least one complex workplace
issue

During the consultation, you must discuss the following information:

o Scope of your job role

o At least one complex issue within the scope of your job role

o At least two task objectives

o At least two risks in trying to solve the complex issue

o At least two resources required to determine a solution for the issue

 Use communication techniques to identify requirements as appropriate to the audience
and environment

 Use listening and questioning to elicit the views and opinions of relevant stakeholders

Before consulting with at least two relevant stakeholders, you must review at least one
organisational document with information on the scope of your job role.

Review Workplace Project Task 1 – Observation Form before starting this task. This form
outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your
assessor will also discuss with you the practical skills outlined in this form prior to the
assessment.

After completing this task, submit the organisational document you reviewed with information
on the scope of your job role.

This can include:

 Job description

 Roles and responsibilities document

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

 Business plan

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

30 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Task 2: Problem Scoping Brief and Feedback Register

ASSESSMENT INSTRUCTIONS

This task will require you to develop a problem scoping brief with information on the scope of at
least one complex workplace issue and a feedback register that you will use in Workplace Project
Task 5.

Use your workplace/organisation’s templates for the following to complete this task:

 Problem scoping briefs

 Feedback registers

To complete this task, you must:

 Access and review the following information:

o Consultation on at least one complex workplace issue conducted in Workplace
Project Task 1

o Organisational documents with information on each of the following:

 Requirements for the development of:

– Solution proposal briefs

– Feedback registers

 Requirements for the presentation of:

– Solution proposal briefs

– Feedback registers

 Process for the approval of solutions for implementation

 Research requirements applicable to the complex workplace issue that must be resolved.

Requirements must include:

o Components of applicable legislative framework

Legislative framework refers to acts, regulations, standards and codes of practice
that work together to provide a set of guidelines for workplaces to follow in order
to adhere to legislative requirements.

Components can be related to the following:

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

 Anti-discrimination

 Fair work

 Work health and safety

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

32 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

o Organisational policies and procedures

This can include:

 Work health and safety policies and procedures

 Conflict resolution policies and procedures

 Business continuity policies and procedures

 Develop a problem scoping brief with information on the problem-solving process for at
least one complex workplace issue

This must include the following information:

o At least one complex workplace issue to resolve

o At least two task objectives relevant to the complex workplace issue

o At least two risks in trying to solve the complex workplace issue

o At least two resources required by the problem-solving process

o Calculation of the cost of each resource required

o At least one applicable legislative framework

o At least one applicable organisational policy and procedures

o Requirements for the development of each of the following:

 Solution proposal briefs

 Feedback registers

o Requirements for the presentation of each of the following:

 Solution proposal briefs

 Feedback registers

o Process for the approval of solutions for implementation

 Develop a feedback register that you will use in Workplace Project Task 5 to
systematically record stakeholder feedback on solutions for the complex workplace issue

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Review Workplace Project Task 2 – Assessor’s Checklist before starting this task. This form
outlines the following:

 Resources you are required to access to complete the task.

 All criteria your submission must address to satisfactorily complete this task.

Your assessor will discuss these resources with you, and the criteria outlined in this form prior to
this assessment.

Review the template you will use to complete this task. If you are using a template from your
workplace/organisation, discuss with your assessor to ensure that the template covers all
requirements that apply to this task.

Submit the following to your assessor:



Completed problem scoping brief

 Feedback register

Include any supplementary documents/sources used to create the problem-solving brief to your
assessor, such as:

 Organisational policies and procedures

 Style guides

 Organisational templates

You must also submit evidence of conducting research on the following information applicable to
the complex workplace issue:

 Legislative framework components

 Organisational policy and procedures

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

34 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Task 3: Facilitate Ideation Session

ASSESSMENT INSTRUCTIONS

Your assessor will observe you as you present the problem scoping brief from Workplace Project
Task 2 and facilitate an ideation session with at least two relevant stakeholders to determine
possible solutions for the complex workplace issue.

Relevant stakeholders refer to individuals or groups who are affected by the solution
development process for the complex workplace issue.

You will be assessed on your practical skills to:

 Present the problem scoping brief developed in Workplace Project Task 2

 Lead the process for generating ideas for possible solutions to the complex workplace
problem

 Use communication techniques to identify requirements as appropriate to the audience
and environment

 Use listening and questioning to elicit the views and opinions of relevant stakeholders

Before facilitating the ideation session, you must review the problem-solving brief developed in
Workplace Project Task 2.

Review Workplace Project Task 3 – Observation Form before starting this task. This form
outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your
assessor will also discuss with you the practical skills outlined in this form prior to the
assessment.

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Task 4: Solution Proposal Brief

ASSESSMENT INSTRUCTIONS

This task will require you to evaluate each possible solution identified in Workplace Project Task
3 and develop a solution proposal brief.

Use your workplace/organisation’s template for problem-solving briefs to complete this task.

To complete this task, you must:

 Review your organisation’s requirements for preparing solution proposal briefs

This requires you to access at least one organisational document with information on
requirements, such as:

o Style guide

o Communication policy and procedures

o Continuous improvement policy and procedures

 Apply the decision-making process to select the most viable option from the possible
solutions identified in Workplace Project Task 3

This must include:

o Identifying what possible solutions are available

o Using critical thinking techniques to evaluate the following for each possible
solution:

 At least one advantage

 At least one limitation

o Choosing among the possible solutions to determine the most viable option to
take

 Develop a solution proposal brief on the solution you chose.

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

36 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Review Workplace Project Task 4 – Assessor’s Checklist before starting this task. This form
outlines the following:

 Resources you are required to access to complete the task.

 All criteria your submission must address to satisfactorily complete this task.

Your assessor will discuss these resources with you, and the criteria outlined in this form prior to
this assessment.

Submit the completed solution proposal brief. Include any supplementary documents/sources
used to create the solution proposal brief, such as organisational documents with information on
requirements for preparing solution proposal briefs.

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Task 5: Present Solution Proposal Brief

ASSESSMENT INSTRUCTIONS

Your assessor will observe you as you present the solution proposal brief developed in
Workplace Project Task 4 to at least two key stakeholders.

Key stakeholders refer to individuals or groups who are vital in the problem-solving process due
to specialist insight and authority to provide approval for implementation.

You will be assessed on your practical skills to:

 Present all information in the solution proposal brief developed in Workplace Project
Task 2

 Seek feedback from each key stakeholder on the solution proposal brief

To complete this task, you must record feedback from each key stakeholder in the feedback
register developed in Workplace Project Task 2

Before presenting to key stakeholders, you must review the following:

 Feedback register developed in Workplace Project Task 2

 Solution proposal brief developed in Workplace Project Task 4

Review the following before starting this task:

 Workplace Project Task 5 – Assessor’s Checklist

 Workplace Project Task 5 – Observation Form

These forms outline the following:

 Resources you are required to access to complete the task.

 All criteria your submission must address to satisfactorily complete this task.

 All practical skills you need to demonstrate to satisfactorily complete the observation
task.

You assessor will discuss these resources with you, and the criteria outlined in these forms prior
to this assessment.

Submit the completed feedback register to your assessor.

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

38 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Task 6: Refine and Submit Solution Proposal Brief

ASSESSMENT INSTRUCTIONS

This task will require you to refine the solution proposal brief based on feedback received and
seek approval for implementation.

To complete this task, you must:

 Review the feedback register completed in Workplace Project Task 5 to determine what
changes must be made to the solution proposal brief

 Refine your solution proposal brief by making changes based on the feedback recorded
in the feedback register

 Submit the refined solution proposal brief to at least two key stakeholders to seek
approval for the implementation of the solution to the complex workplace issue

These must be the same stakeholders that you sought feedback from in Workplace
Project Task 5.

Review Workplace Project Task 6 – Assessor’s Checklist before starting this task. This form
outlines the following:

 Resources you are required to access to complete the task.

 All criteria your submission must address to satisfactorily complete this task.

Your assessor will discuss these resources with you, and the criteria outlined in this form prior to
this assessment.

Submit the refined solution proposal brief to your assessor.

You must also submit evidence of seeking required approvals for the refined solution proposal
brief.

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Learner Assessment Pack

Assessment Workbook Checklist

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

40 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Assessment Workbook Checklist
Instructions:

Your assessor will review your submissions against the checklist below. This section is to be
completed by your assessor.

The learner has completed the Short Answer Questions in this workbook

Short Answer Questions

The learner has completed the Practical Assessments in this workbook and has
submitted all the required evidence:

Workplace Project Assessment

Task 1: Scope Complex Workplace Issue

Supplementary documents/sources with information on the scope of
the learner’s job role

Specify evidence submitted:

Video recording of the consultation

Only if direct observation is not possible.

Task 2: Problem Scoping Brief and Feedback Register

Completed problem scoping brief

Feedback register

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Supplementary documents/sources with information on each of the
following:

 Requirements for the development of:

o Solution proposal briefs

Specify evidence submitted:

o Feedback registers

Specify evidence submitted:

 Requirements for the presentation of:

o Solution proposal briefs

Specify evidence submitted:

o Feedback registers

Specify evidence submitted:

 Process for the approval of solutions for implementation

Specify evidence submitted:

Evidence of conducting research on the following information
applicable to the complex workplace issue:

 Legislative framework components

 Organisational policy and procedures

Specify evidence submitted:

Task 3: Facilitate Ideation Session

Video recording of the consultation

Only if direct observation is not possible.

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

42 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Task 4: Solution Proposal Brief

Completed solution proposal brief

Supplementary documents/sources used to create the solution
proposal brief

Specify evidence submitted:

Task 5: Present Solution Proposal Brief

Completed feedback register

Video recording of the consultation

Only if direct observation is not possible.

Task 6: Refine and Submit Solution Proposal Brief

Evidence of seeking required approvals

Specify evidence submitted:

Refined solution proposal brief

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Learner Assessment Pack

Recording

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

44 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Record of Assessment
Instructions:

This section is to be completed by your assessor.

Assessment Details

Learner

Course Code

Unit of Competency BSBCRT611 – Apply critical thinking for complex problem solving

Assessor Name

RTO

Assessment Activity Satisfactory
Needs more

evidence

Short Answer Questions

Short Answer Question 1

Short Answer Question 2

Short Answer Question 3

Short Answer Question 4

Workplace Project Assessment

Task 1: Scope Complex Workplace Issue

Task 2: Problem Scoping Brief and Feedback Register

Task 3: Facilitate Ideation Session

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Task 4: Solution Proposal Brief

Task 5: Present Solution Proposal Brief

Task 6: Refine and Submit Solution Proposal Brief

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

46 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Context Details Satisfactory
Needs more

evidence

Supervisor/Observer Verification Log

Supervisor/Observe
r Name

Role in the
Assessment

Contact
Details

Date of
Contact

Supervisor/Observe
r verifies the

learner’s
submissions

Yes No

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

Assessor’s Comments

Remarks/feedback

Details of further evidence required

Please tick the appropriate box. Yes No

Comments and further action required are noted in the Learner
Assessment Pack

Results discussed and agreed to by the learner

You have the right to appeal the outcome of your assessment.

The Learner is
Competent

Not Yet Competent

Assessor’s signature Date signed

I further confirm that I have verified the learner’s submissions by contacting the learner’s
supervisor and/or observer whose names appear in the Supervisor/Observer Verification Log
above.

After reassessment, the Learner is: Competent Not Yet Competent

Assessor’s signature Date signed

M.S Aviation Pty Ltd T/A Australian School of Commerce
RTO NO. 41089 I CRICOS NO.: 03489A
Melbourne Campus: Level 4, 123-129 Lonsdale Street Melbourne, Victoria 3000 Australia

Hobart Campus: Level 4, 18 Elizabeth Street, Hobart Tasmania 7000 Australia
Ph: 1300 781 194 I E: Info@asoc.edu.au I W: www.asoc.edu.au
ABN: 80 614 287 179

48 M.S Aviation Pty Ltd trading as Australian School of Commerce
Application form -Deferment and Suspension
Version no: 7.0

Learner’s Comments

The signature confirms that I have submitted all my own work, and agree with the assessment
decision and feedback.

Learner’s signature Date signed

mailto:Info@asoc.edu.au

http://www.asoc.edu.au

Learner Assessment Pack

BSBCRT611 – Apply critical thinking for complex problem solving (Release 1)
Learner Assessment Pack Produced 28 January 2021

End of Document

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