Educating for Excellence

Assessment Submission Sheet

Course BSB60420 Advanced Diploma of Leadership and Management

Unit Code BSBCRT611

Unit Name Apply critical thinking for complex problem solving

Assessor Name Md Abul Azad

Student Name Huu Tuan Kiet Dinh

Student ID 20220739

Date Due 03rd March 2024

Please read and sign this assessment coversheet and submit it together with your assessment to
your Assessor by the due date.

Student Declaration
● I declare that the work submitted is my own, and has not been copied or plagiarised from any
person or source.
● I have read the Plagiarism Policy and Assessment Appeal and Reassessment Policy in the
Student Handbook and I understand all the rules and guidelines for undertaking assessments.
● I understand that by typing my full name in the student field this is equivalent to a hand-written
signature.
● I give permission for my assessment material to be used for continuous improvement
purposes.
Student Date
Huu Tuan Kiet Dinh 03rd March 2024
Signature Submitted

Assessor Use Only

Assessment Items Result

Task 1 Knowledge questions

Task 2 Project Portfolio

Final Result for this unit

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Assessor’s Final Comments

Educating for Excellence

Task 1: Knowledge questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:

● review the advice to students regarding answering knowledge questions in the Business
Works Student User Guide

● comply with the due date for assessment which your assessor will provide

● adhere with your RTO’s submission guidelines

● answer all questions completely and correctly

● submit work which is original and, where necessary, properly referenced

● submit a completed cover sheet with your work

● avoid sharing your answers with other students.

Assessment information
Information about how you should complete this assessment can be found in Appendix
A of the Business Works Student User Guide. Refer to the appendix for information on:

● where this task should be completed

● the maximum time allowed for completing this assessment task

● whether or not this task is open-book.

Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix C of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.

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Questions
Provide answers to all of the questions below:

1. Complete the table outlining reliable information relevant to workplace processes.

Legislation The Corporations Act 2001 internet research

(Cth)amendments to
https://compliance.une.edu.
whistle-blowerprovisions commenced
au/directory/summary.php?l
on 1 July2019. These provisions expand
egislation=551
the protections available to
whistle-blowers and the liabilities of
board members and senior managers of
corporations,including the penalties for
breaches. The provisions apply to a
regulated entity, which includes
corporations to which the
Commonwealth constitution applies.

Organisational Organizations need to develop policies Internet search around 3

policies and and procedures that reflect their vision, or 4 sources and mix all
procedures values and culture as well as the needs data together.
of their employees. Once they are in
place, enforcing these guidelines is
even more important.
However,accomplishing these goals can
be tougher than it sounds.

Stakeholders Stakeholders are directly affected by the Those types of information

actions and results of a company and are mainly collected for use
can have a major impact on the overall in the process of
success of a company. Because of decision-making.
this,knowing who a company's
stakeholders are, how they impact and
are affected by the company, and how
to properly communicate with them is
extremely important to the overall
success of a company. In this article, we
discuss what a stakeholder is, how to
identify different types of key
stakeholders and how to effectively
communicate with your stakeholders.

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Available Those information has been collected This information helps to

resources from the record, log, and by develop a project plan and
communicating with those in charge of budget for the project. Also,
the store required resources can be
identified from that
information.

2. Describe how legislation may be applicable to workplace problems (provide an example as

part of your answer).

The government uses legislation to regulate businesses’ behavior and prevent them from
exploiting people. Laws protect consumers who buy from businesses and workers employed
by businesses.

Businesses are affected by all sorts of legislation, including Legislation that sets up new public
bodies, such as the Legal Services Commission and the Public Defender System.Consumer
Protection legislation that gives rights to consumers. Taxation legislation that creates a
framework for taxing business.

Costs and profits

Businesses must comply with government legislation, but this means that they incur a range of
additional costs in terms of time and money. Some of these costs are incurred because of the
time required to produce documents, follow procedures and make sure legal obligations are
met. Additional costs come from:

● supply training and safety equipment

● test products to ensure that they meet minimum safety standards
● pay staff higher wages
● provide product warranties
● employ additional staff to cover hours required
● make financial contributions to employee pensions
● quality assurance procedures

Additional profits can be made through an enhanced brand image, giving the business a
better reputation and increasing the amount of sales they make. In addition, if a business
acts ethically and within the law, employees are likely to work harder and stay working for
the business for a long period of time.

3. Describe how organisational policies and procedures may be applicable to workplace

problems (provide an example as part of your answer).

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As your organization’s leaders create and enforce policies, it’s important to make sure your
staff understands why following policies and procedures is critical. Policies and procedures
keep operations from devolving into complete chaos.

When everyone is following policies and procedures, your organization can run
smoothly.Management structures and teams operate as they’re meant to. And mistakes and
hiccups in processes can be quickly identified and addressed.

Moreover, when your staff is following policies and procedures, your organization will use time
and resources more efficiently. You’ll be able to grow and achieve your goals as an
organization.

Finally, When employees follow procedures, they perform tasks correctly and provide
consistent customer service. This enhances the quality of your organization’s products and
services. And, in turn, improves your company’s reputation. Employees can know they are
fulfilling their roles and take pride in their work.

4. Identify and describe two critical thinking methods that may be used to identify complex issues
in the workplace using the table below (there is an example to get you started).

Method Description

Interview This method uses a formal or informal interview process to obtain

information about a workplace issue (such as how a product is
used). It asks relevant questions to relevant stakeholders and
documents the answers.

Identifying To make good decisions we need to start by identifying good

information. With more and more information available, we need
to ensure we are using reliable or credible information - not just
the first information that comes up in a Google search. In an age
of fake news and powerful algorithms, we need to scrutinize
information and its sources so that our decisions are based on
reliable reasoning and evidence.

Evaluation Evaluation skills help you make good judgements on the reliability
of information and the soundness of arguments.They allow you to
reach conclusions and make decisions, while justifying them with
reasons. This process requires you to act like a judge, weighing
all of the information available and reaching a final conclusion.

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Method Description

Analysing Analysing means carefully examining information in order to

understand, interpret and explain it. This can involve identifying
assumptions, gaps and connections between such things as
data, reasoning or evidence. A thorough analysis prepares you
well for a final evaluation, where you form judgements and draw
conclusions.
In the identifying stage, you will have asked critical questions to
determine what kind of information you are working with, who
produced the information, and for whom. Analysing involves
thinking very carefully about this information and the claims being
made.
This involves looking beyond the surface of what is said and
examining assumptions and reasoning behind a perspective.

Reflection Reflection is a metacognitive process, which means it involves

thinking about our thinking. At university you may be asked to
reflect on your thinking involving a task, a process or your
practice. This is a form of analysis with a focus on you, your
thinking, behaviour and actions. Thismodule provides some
reflective models which may assist you undertake reflective
tasks. It also illustrates how our thinking may be limited by
cognitive biases.

Reasoning Reasoning is the ability to think logically to formulate fair

judgements and justify a position. In other words, it is about
identifying, analysing and evaluating arguments.

5. Identify and describe two critical thinking methods that may be used to generate solutions to
complex issues in the workplace using the table below (there is an example to get you
started).

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Critical thinking Description

technique

Brainstorming This method uses a group of people to think of as many

solutions (even the crazy ones) in a predetermined time.

Creativity Critical thinking is an art, and like any art form, its lifeblood is
creativity. To really learn critical thinking,you need to include
elements of creativity in the process.

Communication Communication is a key technique for critical thinking as it

gives you access to the thoughts of people around you.Data can
be communicated through audio and visual means and in many
cases, through careful observation of body language.

Open-Mindedness It’s easy to say you’re open minded but is your mind open?
To get an idea,
● Be brutally honest about your strengths and
weaknesses, and how these will impact the matter at
hand.
● Hear an opinion that conflicts with your own without
forming a response before the opinion is fully voiced.
● Acknowledge that there may be more than one
approach to solving a problem and that they may all be
right in some way.
● Consider your true feelings when you will implement
any required changes.
● Disregard your long-held beliefs and assumptions and
let go of habits. Imagine the decision-making factors
placed on weighing scales. Are they balanced?
Open-mindedness is a powerful technique for critical thinking.
New possibilities can be uncovered, helping you resolve
personal and professional matters in a manner that doesn’t
frustrate you or alienate the other party.

Problem-Solving Critical thinking is heavily dependent on problem-solving. An

effective critical thinker will be a problem solver with the
foresight to anticipate roadblocks and negative outcomes, and
the experience and presence of mind to resolve them quickly
and move on.

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Critical thinking Description

technique

One of the most effective problem-solving methodologies is the

5 Whys Analysis. Invented bySakichi Toyoda, the founder of
Toyota Motors in the1950s, it has been used successfully by the
automobile giant to get to the root cause of problems.
The idea behind this is simple: start with the end problem and
keep asking why until you get to the root cause of it.

6. Summarise the steps associated with a decision-making process. You may answer using a
written paragraph or diagram.

1) Identify suggested decisions that are provided by related-stakeholders

2) Collect information those are closely related to the decision-making or provided
suggestions for resolutions
3) The management has to identify some appropriate alternatives as well
4) Evidence of information should attach to provided information and suggestions
5) Comparing the alternatives with each other and selecting the most appropriate alternatives
6) Implement the decision or options at the operation by taking accurate actions
7) Regularly monitor after implementation to review and implement any adjustments or
changes

7. List three advantages of addressing complex issues in the workplace.

- During the team problem-solving process, a person might think of certain solutions which
can be used to solve such issues for a temporary basis. But in case of team
problem-solving sessions a team or group of people will try to put in all their individual
thinking in that particular matter so that they can get an answer and solution for their
problem.
- It might seem a bit confusing for people that when it comes to risk, more people can handle
a higher amount of risk. And that is very true because when a group person tries to handle
the severity of the risk, it is quite possible that they can grow better in their professional
outputs.
- Problems can be solved in a better way with proper communication between people. And
when it comes to a team or a group of persons, then it is easy to understand that they can
communicate better as compared to others.

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8. Complete the table outlining the different types of risk that may be associated with pursuing a
complex issue in the workplace.

Type of risk Description Example

Strategic risk It’s the risk that your company’s
strategy becomes less effective
and your company struggles to
reach its goals and results.
Kodak has such a dominant
position in the film photography
market, but they failed to develop
the innovation of a digital camera in
1975.

Compliance risk Law changes all the time so Covid regulation has been applied
business gets affected. all over the world so people can not
do physical shopping in the
supermarket.

Financial risk Organizational financial stability A business can not open a new
has been negatively affected by branch because they failed to bring
this type of risk. a new investor into the business.

Operational risk Operational risk refers to an The delivery deadline can not
unexpected failure in your achieve because of the shortage of
company's day-to-day operations. workers at the workplace.

9. List three barriers to effective decision-making

- Many in leadership roles are aware, albeit to varying degrees, that our beliefs and values
affect our decision-making ability. Therefore, the door to bias is open, and there are
hundreds of different biases that come into play which affect our decisions further. And It is
important for leaders and their organisations to be aware of how such bias affects how we
interpret information.
- To improve decision-making, organisations need to develop a culture where people feel
safe raising concerns and acting on errors. They must also be transparent, which means
sharing information and taking a diagnostic approach to identify patterns of what is going
wrong and how to improve, such as a survey.

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- Decisions made in hurry cannot be effective for business most of the time. So, shortage of
time is another barrier to the decision-making process. The management should take
enough time to make decisions because time is needed to analyze the decisions and their
effectiveness in business.

10. Summarise the requirements for the development and presentation of a brief and feedback
register.

Developing policies and procedures is a complex and dynamic process. It requires

cooperation and commitment of the executive, policyholder, stakeholders and the
employees.But when developed and implemented the right way, the business or company can
run efficiently, and achieve its goals easily. It can also help the business or company comply
with the legal and social environment it operates in and cultivate good relationships with its
employees and customers.

A recommendation engine (sometimes referred to as a recommender system) is a tool that

lets algorithm developers predict what a user may or may not like among a list of givenitems.
Recommendation engines are a pretty interesting alternative to search fields, recommendation
engines help users discover products or content that they may not come across otherwise.

11. List four bodies you may be required to seek approval from to develop and implement
solutions.
- BOD: The subject matters of Board Meetings shall be decided by the Chairman of
theBoard of Directors. The Board secretariat shall conduct the drafting of meeting agendas
and minutes, and handle other administrative matters related to Board Meetings,
andreports to the Chairman of the Board of Directors. The Company’s Board secretariat
shall be appointed by the Chairman of the Board of Directors.
- Functional managers/ leaders: The functional style assumes that leadership is defined by
the behavior of the leader and its corresponding effect on the group. Leadership is
something that any individual provides to a group to meet certain needs.
- Regulatory bodies: A regulatory body is a public organization or government agency that is
set up to exercise a regulatory function. This involves imposing requirements, conditions or
restrictions, setting the standard for activities, and enforcing in these areas or obtaining
compliance. Regulatory bodies cover a wide variety of professions, but not all professions
are regulated and may be self-regulated. A regulatory body might also be referred to as a
regulatory agency, a regulatory authority or a regulator.
- Environmental bodies: The UN leads environmental policy development through the work
of some keybodies.
● High-level Political Forum on Sustainable Development
● Commission on Sustainable Development (CSD)

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● Intergovernmental Panel on Climate Change (IPCC)

● UN Forum on Forests

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Task 2: Project

Information for students

In this task, you are required to demonstrate your skills and knowledge by working through a
number of activities and completing and submitting a project portfolio.
You will need access to:

● a suitable place to complete activities that replicates a business environment including a

meeting space and computer and internet access
● your learning resources and other information for reference
● Project Portfolio template
● Brief outline template
● Self-evaluation checklist
● Simulation Pack (if you need a case study).
Ensure that you:
● review the advice to students regarding responding to written tasks in the Business Works
Student User Guide
● comply with the due date for assessment which your assessor will provide

● adhere with your RTO’s submission guidelines

● answer all questions completely and correctly

● submit work which is original and, where necessary, properly referenced

● submit a completed cover sheet with your work

● avoid sharing your answers with other students.

Assessment information

Information about how you should complete this assessment can be found in Appendix
A of the Business Works Student User Guide. Refer to the appendix for information on:

● where this task should be completed

● how your assessment should be submitted.

Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.

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Activities
Complete the following activities:

1. Carefully read the following:

This project requires you to apply a systematic decision-making approach to

address a complex workplace issue of your choice. You are required to:

● Identify a complex issue in consultation with relevant stakeholders

● establish the objectives, advantages, risks and resources required when

pursuing solutions to the identified issue

● source reliable information about the identified issue

● generate a range of solutions together with relevant stakeholders

● evaluate and compare solutions to choose the best one

● present the chosen solution to stakeholders for feedback

● refine the chosen solution to seek approval for its implementation.

This project must be based on an existing workplace issue that has numeric and
financial data available to illustrate or support the complex issue. You can use the
case study business provided to you by your assessor, or you may like to base this
on your own business, or a business you are currently working for or are familiar
with. It is important that this business has organisational policies and procedures
related to your chosen issue or work area already developed. Speak to your
assessor to get approval if you want to base this on your own business or one you
work for.
You will also need to seek input from people who work for, or are involved, in this
business process several times. Fellow students or your assessor can be involved
in these meetings and play the roles of process stakeholders as relevant.
You will be collecting evidence for this unit in a Project Portfolio. The steps you
need to take are outlined below.

2. Project planning

Make sure you are familiar with the business you are basing this assessment on. If
you’re basing this assessment on your own business or a business you work for, it’s
important at this step that you identify relevant stakeholders and have your
business approved by your assessor.
If you’re basing this assessment on the case study, identify a relevant job role you’ll
assume and any relevant stakeholders.

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Complete Page 4 of your Project Portfolio for this unit.

Read through the requirements of Section 1, 2 and 3 of your Project Portfolio as
well as the necessary background information, relevant policies and procedures.
Arrange a meeting with at least one stakeholder associated with the business who
may assist you to identify a complex issue. Prepare to use the financial and
numeric information at the meeting.
For the purpose of this role-play, your assessor or another student can act as a one
or more stakeholders.

3. Stakeholder meeting

Meet with the relevant stakeholder Take notes so you can complete Section 1 of
your Project Portfolio after the meeting. The meeting should last for approximately
10 minutes.
At the meeting:

● Use the numeric/financial information to discuss issues that fall within the
scope of your job role.

● Identify a complex issue to address for the remainder of this assessment.

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

● Identify and articulating ideas clearly and persuasively

● Use a presenting style and vocabulary to suit the audience and situation

● Seeking the views and opinions of others by active listening and questioning

This meeting can either be viewed in person by your assessor or you may like to
video record the session for your assessor to watch later. Your assessor can
provide you with more details at this step. Make sure you follow the instructions
above and meet the timeframes allocated.

4. Defining the complex issue

Complete Section 1 of your Project Portfolio.

When you complete Section 1, you need to:

● Provide an overview of your chosen business, including:

o The name of the business

o a description of what the business does

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o the job role you perform in the business

● Describe the complex issue associated with the business, including:

o a brief outline of the issue

o who the stakeholders are and how they are associated with the issue

o analysis and presentation of numeric and financial data illustrating the

complex issue
o two objectives when pursuing solutions

o three advantages of solving the issue

o three risks of addressing the issue.

● Establish the legislative and organisational requirements related to the

complex issue, including:
o a summary of the relevant legislation

o a summary of the associated organisational policies and procedures

o an assessment of any actual or perceived bias.

● Calculate the resources required for the solution development process

● Prepare a presentation, using the work done in Section 1 of the Project

Portfolio, to present the complex issue to relevant stakeholders.
You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in your in Section 1 of the
Project Portfolio and make sure you attach these upon submission.

Make sure you have answered all questions in Section 1. Submit to your assessor
for review.
Arrange a meeting with at least one of the relevant stakeholders who is responsible
for approving further investigation of your chosen issue.

Before the meeting, choose two critical thinking techniques to use as tools to
generate alternative solutions. Make sure you are familiar with the two critical
thinking techniques as you will be using these techniques at the meeting.
For the purpose of this role-play, your assessor or another student can act as a one
or more stakeholders.

5. Stakeholder meeting

Meet with the relevant stakeholders (at least one other person, such as your
assessor or another student). Take notes so you can complete Section 2 of your

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Project Portfolio after the meeting. The meeting should last for approximately 30
mins. At this meeting, take on the role of facilitator/leader.
At the meeting:

● Present the scope of your complex issue (use the presentation prepared in
Section 1 of your Project Portfolio).

● Use two critical thinking techniques to generate four to six solutions for your
complex issue (you will need to attach the outcome e.g. mindmap to Section 2
of the Project Portfolio.).

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

● Identify and articulating ideas clearly and persuasively

● Use a presenting style and vocabulary to suit the audience and situation

● Seeking the views and opinions of others by active listening and questioning

This meeting can either be viewed in person by your assessor or you may like to
video record the session for your assessor to watch later. Your assessor can
provide you with more details at this step. Make sure you follow the instructions
above and meet the timeframes allocated.

6. Systematic decision making

Complete Section 2 of your Project Portfolio.

When you complete Section 2 you need to:

● Summarise the outcomes of your meeting with the stakeholder, including:

o an outline of two critical thinking techniques used to generate solution

alternatives with other stakeholders
o a list of four to six alternative solutions.

● Evaluate each identified solution to establish their feasibility, including:

o success criteria

o constraints

o evaluation of each alternative against the criteria and constraints

o list of all feasible options.

● Use one appropriate tool/technique to compare all feasible alternatives with

one another. Include:

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o a description of the tool or technique used

o proof of your comparison

o an assessment of bias in your decision-making

● Choose the best solution and explain:

o why did you choose it

o how does it meet the legislation and organisational policy requirements

o are there any risks associated with your solution?

o what are the advantages of the chosen solution?

o what are the resources required?

● Prepare a brief on your proposed solution (use “Brief template”).

You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in Section 2 of the Project
Portfolio and make sure you attach these upon submission.

Make sure you have answered all questions in Section 2. Submit to your assessor
for review.
Arrange a meeting with at least one of the key stakeholders responsible for
decision-making.
For the purpose of this role-play, your assessor or another student can act as a one
or more stakeholders.

Before you continue, read through the requirements of Section 3 of your Project
Portfolio. Make sure you have your brief available and ready to present.
As part of Section 3, you are required to develop a feedback register to use at the
meeting. Do this before meeting with the stakeholders and use the register at the
meeting.

7. Stakeholder meeting

Meet with the relevant key stakeholders (at least one other person, such as your
assessor or another student). Take notes so you can complete Section 3 of your
Project Portfolio after the meeting. The meeting should last for approximately 30
mins.
At the meeting:

● Present your brief to key stakeholders (use the brief prepared in Section 2 of
your Project Portfolio).

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● Record feedback in the feedback register (developed prior to this meeting).

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

● Identify and articulating ideas clearly and persuasively

● Use a presenting style and vocabulary to suit the audience and situation

● Seeking the views and opinions of others by active listening and questioning

This meeting can either be viewed in person by your assessor or you may like to
video record the session for your assessor to watch later. Your assessor can
provide you with more details at this step. Make sure you follow the instructions
above and meet the timeframes allocated.

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8. Review your decision

Complete Section 3 of your Project Portfolio as part of your evidence for this step.
When you complete Section 3, you need to:

● Use the feedback from your meeting with stakeholders to refine your project
brief

● Use an appropriate format to seek approval to implement your proposed

solution (e.g. draft an email, complete an application form ready to be lodged
etc.)
● Perform a self-evaluation to identify opportunities for improvement.
You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in your in Section 3 of the
Project Portfolio and make sure you attach these upon submission.

9. Submit your completed Project Portfolio

Make sure you have completed all sections of your Project Portfolio, answered all
questions, provided enough detail as indicated and proofread for spelling and
grammar as necessary. Remember to submit all necessary attachments as
indicated.
Submit to your assessor for marking.

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