Department of Education and Training
Western Australia
RPL Assessment Tool Kit
BSB40807
Certificate IV in Frontline
Management
Key Management Skills Set
First Published 2009
ISBN 978-1-74205-321-9
© Department of Education and Training
All rights reserved.
Western Australian Department of Education and Training materials, regardless of
format, are protected by copyright law.
Permission, however, is granted to trainers, Assessors, and Registered Training
Organisations to use, reproduce and adapt the material (third party material excluded)
for their Recognition of Prior Learning (RPL) assessment activities.
This permission is subject to the inclusion of an acknowledgement of the source.
Permission does not extend to the making of copies for hire or sale to third parties, and
provided it is not used for commercial use or sale. Reproduction for purposes other than
those indicated above requires the prior written permission of the Western Australian
Department of Education and Training.
Published by and available from
WestOne Services
1 Prospect Place
WEST PERTH WA 6005
Tel: (08) 9229 5200 Fax: (08) 9227 8393
Email: [email protected]
Website: www.westone.wa.gov.au
Acknowledgements
This work has been produced with the assistance of funding provided by the Council of
Australian Governments (COAG) National Reform Initiative (NRI).
This resource contains Units of Competencies t from the BSB07 Business Services
Training Package – BSB40807 Certificate IV in Frontline Management, ©
Commonwealth of Australia, used under the AEShareNet-FfE licence
Disclaimer
Whilst every effort has been made to ensure the accuracy of the information contained in
this RPL Assessment Tool Kit, no guarantee can be given that all errors and omissions
have been excluded. No responsibility for loss occasioned to any person acting or
refraining from action as a result of the material in this RPL Assessment Tool Kit can be
accepted by the Western Australian Department of Education and Training.
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Contents
Units of competency covered by this Assessment Tool ...............................................................5
Information for RPL Assessors....................................................................................................6
Key Management Skills Set ........................................................................................................7
Self-Assessment Checklist – Skills Set 1............................................................................9
Self-Assessment Checklist – Skills Set 2.......................................................................... 13
Self-Assessment Checklist – Skills Set 3.......................................................................... 17
Interview Question Bank and Recording Documents – Skills Set 1 .................................. 19
Interview Question Bank and Recording Documents – Skills Set 2 .................................. 25
Interview Question Bank and Recording Documents – Skills Set 3 .................................. 31
Demonstration Observation/Practical – Skills Set 1 .......................................................... 35
Demonstration Observation/Practical – Skills Set 2 .......................................................... 39
Demonstration Observation/Practical – Skills Set 3 .......................................................... 43
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© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
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© Department of Education and Training 2009
Version 1, March2009
Page 4 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Units of competency covered by this Assessment Tool
Unit Code
Unit Title
BSBMGT401A
Show leadership in the workplace
BSBMGT402A
Implement operational plan
Core
Elective
BSBWOR402A Promote team effectiveness
Page 5 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Information for RPL Assessors
This document contains the self-assessment tools covered in the Key Management Skills Set. They support and reflect the tasks undertaken in the
workplace and are presented as skills sets.
Skills Set 1 – Show leadership in the workplace
BSBMGT401A Model high standards of management performance and behaviour
BSBMGT401A Enhance organisation’s image
BSBMGT401A Make informed decisions
Skills Set 2 – Implement operational plan
BSBMGT402A Plan resource use
BSBMGT402A Acquire resources
BSBMGT402A Develop and maintain networks and relationships
Skills Set 3 – Promote team effectiveness
BSBWOR402A Plan to achieve team outcomes
The Assessment Tools contained in this document include:
1.
Self-Assessment Checklists
2.
Interview Questions and Recording Documents
3.
Workplace/Simulated Workplace Assessment Reporting and Recording Documents
4.
Third Party Evidence Reports.
© Department of Education and Training 2009
Version 1, March 2009
Page 6 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Key Management Skills Set
Frontline Management qualifications are designed for people who have worked their way up into a supervisory position without necessarily having any
formal management qualifications. At Certificate IV level, you would normally have a job title such as team leader or supervisor. You will be responsible
for a small group of employees.
Certificate IV of Frontline Management consists of ten units. A group of three of these units, covering leadership, planning and teamwork, has been
selected as the Key Management Skill Set.
Completion of the Key Management Skill Set can stand alone as a recognised program or be used to provide credit to a number of qualifications
including the Certificate IV of Frontline Management.
Recognition of Prior Learning
Recognition of Prior Learning (RPL) acknowledges that much of our learning is not necessarily undertaken in a formal educational setting. Instead, it is
a combination of training, life experiences and responsibilities in our work. RPL is a process which allows these experiences to be assessed and used
towards a nationally recognised qualification.
Preparing for RPL
Your assessor needs to ensure that your skills and knowledge meet the national standards. The steps in this process are outlined below, including
some things that you should know about the RPL process.

You must be able to prove or substantiate your claims, even though the recognition process is a series of interviews with an assessor.

Documented proof is satisfactory; however it is not the only form of evidence.

You can prove your claims by demonstrating your skills, obtaining verification from a supervisor survey those who work with you and for you.

Mountains of paperwork will not be required. Your assessor will most likely be able to view original documents in your workplace setting

Should there be areas in your application which lack supporting evidence; your assessor can help you fill those gaps by suggesting alternate
evidence or workplace-based projects.

Extra studies are rarely required, and if they are, they will be in the context of your own work.

The best form of preparation would be to look at the units and then spend some time thinking about how you do those things in your job.

There is no single or ‘right’ way of doing things. Being prepared and then talking about how you do your work will help your assessor put things
into context of what you know best – your own job.
Page 7 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
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© Department of Education and Training 2009
Version 1, March 2009
Page 8 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Self-Assessment Checklist – Skills Set 1
BSBMGT401A – Show leadership in the workplace
Model high standards of management performance and behaviour
This section relates to your knowledge, skills and experience of working with teams and individuals; conduct standards and initiative to influence others.
Questions relating to Skills Set 1
Yes
No
Q1
Can you ensure management performance and behaviour meets
organisational requirements?


Q2
Can you ensure management performance and behaviour serves as a
positive example for others?


Q3
Can you develop and implement performance plans in accordance with
organisational goals and objectives?


Q4
Can you establish and use key performance indicators to meet organisational
goals and objectives?


What evidence can you provide?
Is there anything else you have achieved/delivered or are qualified in, which has not been identified here? If so, please provide details.
__________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________
Page 9 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Self-Assessment Checklist – Skills Set 1
BSBMGT401A – Show leadership in the workplace
Enhance organisation’s image
This section relates to your knowledge, skills and experience of working with teams and individuals; conduct standards and initiative to influence others.
Questions relating to Skills Set 1
Yes
No
Q1
Can you incorporate organisational standards and values when conducting
day-to-day business?


Q2
Can you question, through established communication channels, standards
and values considered to be damaging to the organisation?


Q3
Do you ensure personal performance contributes to the development of an
organisation with integrity and credibility?


What evidence can you provide?
Is there anything else you have achieved/delivered or are qualified in, which has not been identified here? If so, please provide details.
__________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________
© Department of Education and Training 2009
Version 1, March 2009
Page 10 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Self-Assessment Checklist – Skills Set 1
BSBMGT401A – Show leadership in the workplace
Make informed decisions
This section relates to your knowledge, skills and experience of working with teams and individuals; conduct standards and initiative to influence others.
Questions relating to Skills Set 1
Yes
No
Q1
Can you gather and organise information relevant to the issue(s) under
consideration?


Q2
Can you facilitate individuals’ and teams’ active participation in decisionmaking processes?


Q3
Can you examine options and assess the associated risks to determine
preferred course(s) of action?


Q4
Can you ensure decisions are made in a timely manner and are then clearly
communicated to individuals and teams?


Q5
Can you prepare plans to implement decisions and ensure they are agreed
upon by relevant individuals and teams?


Q6
Can you use feedback processes effectively in order to monitor the
implementation and impact of decisions?


What evidence can you provide?
Is there anything else you have achieved/delivered or are qualified in, which has not been identified here? If so, please provide details.
__________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________
Page 11 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
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© Department of Education and Training 2009
Version 1, March 2009
Page 12 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Self-Assessment Checklist – Skills Set 2
BSBMGT402A – Implement operational plan
Plan resource use
This section relates to your knowledge, skills and experience of implementing operational plans by monitoring and adjusting operational performance,
producing short-term plans for the department/section, planning and acquiring resources and providing reports on performance as required.
Questions relating to Skills Set 2
Q1
Can you ensure operational plans contribute to the achievement of the
organisation’s performance/business plan?
(Operational plans are the short to medium-term plans developed by the
department/section to describe product/service performance).
Q3








What evidence can you provide?
Can you develop key performance indicators within operational plans?
(Key performance indicators include OHS systems, procedures and records
and organisational procedures for dealing with hazardous situations.)
Q4
No
Can you ensure that resource* information for use in operational plans is
collected, analysed and organised in consultation with colleagues and
specialist resource managers*?
* Resources may include people, power/energy, information, finance,
buildings/facilities, equipment, technology, time. Colleagues and specialist
resource managers may include people at the same level or more senior
managers, and may include people from a wide range of social, cultural and
ethnic backgrounds.
Q2
Yes
Can you ensure contingency plans are prepared in the event of initial plans
requiring variation?
Page 13 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Is there anything else you have achieved/delivered or are qualified in, which has not been identified here? If so, please provide details.
__________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________
© Department of Education and Training 2009
Version 1, March 2009
Page 14 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Self-Assessment Checklist – Skills Set 2
BSBMGT402A – Implement operational plan
Acquire resources
This section relates to your knowledge, skills and experience of working with teams and individuals; conduct standards and initiative to influence others.
Questions relating to Skills Set 2
Q1
Can you recruit and/or induct employees within the organisation’s human
resource management policies and practices?
Q2
Can you ensure physical resources and services are acquired within the
organisation’s policies, practices and procedures*?
* An ‘organisation’s policies, practices and procedures’ refers to those that
govern the acquisition of resources, for example, the purchase of equipment.
Yes
No




What evidence can you provide?
Is there anything else you have achieved/delivered or are qualified in, which has not been identified here? If so, please provide details.
__________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________
Page 15 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Self-Assessment Checklist – Skills Set 2
BSBMGT402A – Implement operational plan
Develop and maintain networks and relationships
This section relates to your knowledge, skills and experience of working with teams and individuals; conduct standards and initiative to influence others.
Questions relating to Skills Set 2
Yes
No
Q1
Can you monitor performance systems and processes to assess progress in
achieving profit/productivity plans and targets?


Q2
Can you ensure that budget and actual financial information is analysed and
interpreted to monitor profit/productivity performance?


Q3
Can you identify unsatisfactory performance and take prompt action to rectify
the situation and guide and support colleagues to resolve work difficulties?


Q4
Can you ensure that mentoring and coaching is provided to support individual
and team use of resources to the required standard?


OHS considerations may include:

Provision of information regarding OHS and the organisation’s policies,
procedures and programs

Employee induction
Q5
Can you ensure recommendations to amend operational plans are negotiated
and approved by designated persons/groups?


Q6
Can you manage systems, procedures and records associated with
documenting performance in accordance with the organisation requirements?


What evidence can you provide?
Is there anything else you have achieved/delivered or are qualified in, which has not been identified here? If so, please provide details.
__________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________
© Department of Education and Training 2009
Version 1, March 2009
Page 16 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Self-Assessment Checklist – Skills Set 3
BSBWOR402A – Promote team effectiveness
Plan to achieve team outcomes
This section relates to your knowledge, skills and experience of promoting teamwork.
Questions relating to Skills Set 3
Q1
Yes
No




What evidence can you provide?
Can you ensure that team purpose, roles, responsibilities, goals, plans and
objectives* are identified, established and documented in consultation* with
team members?
*‘team purpose, roles, responsibilities, goals, plans and objectives’ include:

goals that have been set for individuals and the work team

expected outcomes and outputs

individual team performance plans and Key Performance Indicators
(KPIs)

action plans, business plans and operational plans linked to strategic
plans

OHS responsibilities.
*‘consultation’ may refer to:
Q2

attending meetings, interviews, brainstorming sessions and using
email/intranet communications, newsletters or other processes and
devices which ensure that all employees have the opportunity to
contribute to team and individual effectiveness

using mechanisms to provide feedback to the work team in relation to the
outcomes from consultation.
Can you ensure team members are supported in meeting expected
outcomes?
Page 17 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Is there anything else you have achieved/delivered or are qualified in, which has not been identified here? If so, please provide details.
__________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________
© Department of Education and Training 2009
Version 1, March 2009
Page 18 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Skills Set 1
BSBMGT401A – Show leadership in the workplace
Note to the Assessor
It is not mandatory for you to ask the candidate all the questions in this question bank. The candidate may have provided sufficient information to
demonstrate competence based on their self-assessment and documentary evidence. You will need to use your professional judgement as to which
questions you focus on at this stage of the assessment. You may choose to discuss a work task topic rather than ask a series of direct questions.
Record of interview
Candidate’s name
Assessor’s name

At an RTO’s premises

Demonstration/theory assessment 
In the workplace

Interview only
How/where interview was
conducted
Page 19 of 46
Name: _______________________________
Name: _______________________________
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Skills Set 1
BSBMGT401A – Show leadership in the workplace
Model high standards of management performance and behaviour
Can the candidate satisfactorily demonstrate and answer the following?
Yes
No
1.
Demonstrate keen observation skills in the workplace and question team members
appropriately at relevant times.


2.
Third party confirmation.


3.
Participate in a 360 degree survey.


4.
Conduct performance appraisals.


5.
Submit nominations for staff awards.


6.
Set Key Performance Indicators and compile reports demonstrating strong performance
against KPIs.


© Department of Education and Training 2009
Version 1, March 2009
Page 20 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Skills Set 1
BSBMGT401A – Show leadership in the workplace
Enhance organisation’s image
Can the candidate satisfactorily demonstrate and answer the following?
Yes
No
1.
Demonstrate keen observation skills in the workplace and question team members
appropriately at relevant times.


2.
Third party confirmation.


3.
Participate in a 360 degree survey.


4.
Provide examples of dealings highlighting best practice behaviour.


5.
Provide evidence through examples such as meeting minutes or emails outlining how the
public image of the organisation was promoted, enhanced or defended.


Page 21 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Skills Set 1
BSBMGT401A – Show leadership in the workplace
Make informed decisions
Can the candidate satisfactorily demonstrate and answer the following?
Yes
No
1.
Demonstrate keen observation skills in the workplace and question team members
appropriately at relevant times.


2.
Third party confirmation.


3.
Participate in a 360 degree survey.


4.
Provide examples of documentation outlining decision-making, showing research and
results.


5.
Distribution of the results of abovementioned decision-making.


6.
The provision of detailed reports.


7.
The provision of detailed minutes or records of meetings.


8.
The provision of work journals or diaries.


9.
Outline and demonstrate how a performance plan was implemented.


10.
Explain how own HR management processes were reviewed and evaluated, identifying
improvements, which were reported and acted upon.


© Department of Education and Training 2009
Version 1, March 2009
Page 22 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Skills Set 1
BSBMGT401A – Show leadership in the workplace
Liaise with management
Can the candidate satisfactorily demonstrate and answer the following?
Yes
No
1.
Demonstrate keen observation skills in the workplace and question team members
appropriately at relevant times.


2.
Third party confirmation.


3.
Participate in a 360 degree survey.


4.
Provide records of actions taken to address issues raised by team members.


5.
Demonstrate how input and advice was provided to management in relation to human
resource management of the work team.


6.
Provide examples of various forms of communication of issues to and from management.


7.
Provide detailed meeting minutes.


8.
Provide examples of unresolved issues, which were then monitored by the candidate for
resolution/action and outline the details of the resulting actions.


Page 23 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
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© Department of Education and Training 2009
Version 1, March 2009
Page 24 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Skills Set 2
BSBMGT402A – Implement operational plan
Note to the Assessor
It is not mandatory for you to ask the candidate all the questions in this question bank. The candidate may have provided sufficient information to
demonstrate competence based on their self-assessment and documentary evidence. You will need to use your professional judgement as to which
questions you focus on at this stage of the assessment. You may choose to discuss a work task topic rather than ask a series of direct questions.
Record of interview
Candidate’s name
Assessor’s name

At an RTO’s premises

Demonstration/theory assessment 
In the workplace

Interview only
How/where interview was
conducted
Page 25 of 46
Name: _______________________________
Name: _______________________________
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Skills Set 2
BSBMGT402A – Implement operational plan
Plan resource use
Can the candidate satisfactorily demonstrate and answer the following?
Yes
No
1.
Demonstrate keen observation skills in the workplace and question team members
appropriately at relevant times.


2.
Third party confirmation.


3.
Participate in a 360 degree survey.


4.
Outline the organisation’s short or long-term operational plans.


5.
Utilise planning documents or tools for resource usage in relation to output.


6.
Outline examples of documentation produced when implementing operational plans such as:


o
variations to operational plan rosters and staff allocation – resource acquisition planning
o
actions taken to address resource shortfalls
o
contingency planning
o
risk management.
© Department of Education and Training 2009
Version 1, March 2009
Page 26 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Skills Set 2
BSBMGT402A – Implement operational plan
Acquire resources
Can the candidate satisfactorily demonstrate and answer the following?
Yes
No
1.
Demonstrate keen observation skills in the workplace and question team members
appropriately at relevant times.


2.
Third party confirmation.


3.
Participate in a 360 degree survey.


4.
Knowledge of organisational protocol to obtain approval from management to create new
positions or fill vacant positions.


5.
Create and develop selection criteria for varied yet specific roles.


6.
Compile selection panel reports.


7.
Develop and/or deliver an induction program.


8.
Compile and maintain learning and development plans for team members.


9.
Develop material for coaching, mentoring and training purposes.


10.
Familiarity with and knowledge of the process to follow regarding requisition orders.


11.
Compile reports to management outlining the need for major equipment.


Page 27 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Skills Set 2
BSBMGT402A – Implement operational plan
Monitor operational performance
Can the candidate satisfactorily demonstrate and answer the following?
Yes
No
1.
Demonstrate keen observation skills in the workplace and question team members
appropriately at relevant times.


2.
Third party confirmation.


3.
Participate in a 360 degree survey.


4.
Monitor financial plans and budgets.


5.
Address poor, unsafe or excellent performance quickly.


6.
Take action to address issues and concerns within the work team.


7.
Conduct people management reviews.


8.
Provide advice and input into management decisions related to the operational plan.


9.
Record and maintain critical lessons learned from people management.


© Department of Education and Training 2009
Version 1, March 2009
Page 28 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Skills Set 2
BSBMGT402A – Implement operational plan
Manage difficulties into positive outcomes
Can the candidate satisfactorily demonstrate and answer the following?
Yes
No
1.
Demonstrate keen observation skills in the workplace and question team members
appropriately at relevant times.


2.
Third party confirmation.
3.
Participate in a 360 degree survey.
4.
Compile and maintain remedial learning and development plans for team members.
5.
Develop and/or deliver revised induction programs.
6.
Develop new materials or have them available for coaching, mentoring and training.
7.
Describe the actions taken to address internal and external communication processes.
8.
Conduct reviews and compile reports of people management.
9.
Record and maintain critical lessons learned from people management.
10.
Provide records of OHS consultation regarding incidents in the workplace.
11.
Demonstrate how ongoing planning and implementation has been conducted.
12.
Outline implemented strategies that ensure issues are addressed and solutions planned for.
13.
Describe how colleagues are guided and supported to resolve work difficulties.
14.
Provide examples of how poor work performance and conflict is managed.


























Page 29 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Page intentionally blank
© Department of Education and Training 2009
Version 1, March 2009
Page 30 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Skills Set 3
BSBWOR402A – Promote team effectiveness
Note to the Assessor
It is not mandatory for you to ask the candidate all the questions in this question bank. The candidate may have provided sufficient information to
demonstrate competence based on their self-assessment and documentary evidence. You will need to use your professional judgement as to which
questions you focus on at this stage of the assessment. You may choose to discuss a work task topic rather than ask a series of direct questions.
Record of interview
Candidate’s name
Assessor’s name

At an RTO’s premises

Demonstration/theory assessment 
In the workplace

Interview only
How/where interview was
conducted
Page 31 of 46
Name: _______________________________
Name: _______________________________
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Skills Set 3
BSBWOR402A – Promote team effectiveness
Develop team cohesion
Can the candidate satisfactorily demonstrate and answer the following?
Yes
No
1.
Demonstrate keen observation skills in the workplace and question team members
appropriately at relevant times.


2.
Third party confirmation.


3.
Participate in a 360 degree survey.


4.
Compile detailed and accurate meeting minutes.


5.
Outline the communication process, how it has been managed and which processes have
been implemented to ensure consultation occurs easily and readily.


6.
Provide examples of how team members were supported and encouraged to meet expected
outcomes.


7.
Provide examples of strategies that promote development of and facilitate team cohesion.


© Department of Education and Training 2009
Version 1, March 2009
Page 32 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Skills Set 3
BSBWOR402A – Promote team effectiveness
Participate in and facilitate work team
Can the candidate satisfactorily demonstrate and answer the following?
Yes
No
1.
Demonstrate keen observation skills in the workplace and question team members
appropriately at relevant times.


2.
Third party confirmation.


3.
Participate in a 360 degree survey.


Page 33 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Page intentionally blank
© Department of Education and Training 2009
Version 1, March 2009
Page 34 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Demonstration Observation/Practical – Skills Set 1
BSBMGT401A – Show leadership in the workplace
Model high standards of management performance and behaviour
Candidate’s name
Assessor’s name
Questions for candidate
Unit(s) of competency
1.
2.
3.
As a manager, how do you ensure your performance is at an appropriate level?
As a manager, how do you maximise the image and public perception of your organisation?
When decision-making, how do you ensure you make the ‘right’ decision and inform team members
and others of any changes that affect them?
BSBMGT401A Show leadership in the workplace
Workplace/simulated workplace
During the demonstration or observation of skills, did the candidate:
Satisfactory
Unsatisfactory

possess knowledge/ awareness of the organisation’s values and behaviour
expectations?



possess leadership and decision-making skills to affect positive changes?



possess knowledge of leadership style and concepts?



communicate and represent the organisation effectively, clearly explaining the purpose of
the business to others and modelled professionalism at all times?



demonstrate sound decision-making skills to demonstrate good judgement and follow
through?


Page 35 of 46
Feedback to candidate
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
During the demonstration or observation of skills, did the candidate:
Satisfactory
Unsatisfactory

possess an understanding of the basic theory of group behaviour?



have an understanding of the various leadership styles and concepts?


Yes
No
























Elements which must be present in the candidate’s answer:
Question 1

development of goals

being a role model

benchmarking performance

use of KPIs
Question 2

awareness of the prominence of a frontline manager to the public

exhibits ethical behaviour

acts against negative influences
Question 3

gathers information for decision-making

team input is required to reach decisions

explores options

informs team of plans

checks later via feedback that results are going well
© Department of Education and Training 2009
Version 1, March 2009
Page 36 of 46
Feedback to candidate
Comments
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Comments/observations
Assessor’s signature
Candidate’s signature
Date of assessment
Page 37 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Page intentionally blank
© Department of Education and Training 2009
Version 1, March 2009
Page 38 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Demonstration Observation/Practical – Skills Set 2
BSBMGT402A – Implement operational plan
Develop team cohesion
Candidate’s name
Assessor’s name
4.
Describe how you plan for the short-term in your job. What measures do you include in your plan to
meet specifications? How do you plan for things going wrong?
Describe the process you follow when recruiting and inducting new staff.
Things don’t always go exactly to plan. Problems can occur with procedures, equipment or workers.
Provide examples of how you dealt with each of these problem types.
Questions for candidate
5.
6.
Unit(s) of competency
BSBMGT402A Implement operational plan
Workplace/simulated workplace
During the demonstration or observation of skills, did the candidate:
Satisfactory
Unsatisfactory

monitor and adjust performance?



produce short-term plans?



report on performance?



plan and acquire resources?



act as coach and mentor, providing support to colleagues?


Page 39 of 46
Feedback to candidate
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
During the demonstration or observation of skills, did the candidate:
Satisfactory
Unsatisfactory

demonstrate literacy skills to access and use workplace information, and to prepare
reports?



plan and organise skills to monitor performance and to sequence work of self and others
to achieve planned outcomes?



demonstrate principles and techniques associated with:


Yes
No




o
contingency planning
o
methods for monitoring and reporting on performance
o
monitoring and implementing operations and procedures
o
problem identification and methods of resolution
o
relevant budgeting and financial analysis, interpretation and reporting requirements
o
resource management systems at the tactical implementation level
o
resource planning and acquisition
o
tactical risk analysis including identification and reporting requirements
Elements which must be present in the candidate’s answer:
Question 4

planning of resources

identify KPIs

initiate contingency plans
Question 5

identify job description

shortlist and interview

make the selection

induction – job specific and OHS
© Department of Education and Training 2009
Version 1, March 2009
Page 40 of 46
Feedback to candidate
Comments
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Elements which must be present in the candidate’s answer:
Yes
No


Comments
Question 6

use KPIs to monitor

rectify procedural issues

rectify equipment issues

rectify people (HR) issues

provide and support a mentoring program

variations to plans
Comments/observations
Assessor’s signature
Candidate’s signature
Date of assessment
Page 41 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
© Department of Education and Training 2009
Version 1, March 2009
Page 42 of 46
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Page intentionally blank
Page 43 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Demonstration Observation/Practical – Skills Set 3
BSBWOR402A – Promote team effectiveness
Candidate’s name
Assessor’s name
Questions for candidate
Unit(s) of competency
7.
8.
9.
How do you ensure there is two-way communication between you and your team?
How do you ensure all team members feel they have contributed to the team’s success?
How do you ensure issues raised by your team are appropriately addressed and dealt with by
management? How do you communicate issues raised by management?
BSBWOR402A Promote team effectiveness
Workplace/simulated workplace
During the demonstration or observation of skills, did the candidate:
Satisfactory
Unsatisfactory

observe and participate in team planning and monitor developments?



possess effective communication techniques?



possess the knowledge and appropriate skills to effectively resolve conflicts?



possess the knowledge and appropriate skills to effectively solve problems?



possess an understanding of organisational plans?


© Department of Education and Training 2009
Version 1, March 2009
Page 44 of 46
Feedback to candidate
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
During the demonstration or observation of skills, did the candidate:

Satisfactory
Unsatisfactory


demonstrate communication skills to:
o
boost team morale
o
resolve team conflict
o
effectively deliver messages from management
o
facilitate discussion
o
provide effective mentoring and coaching support.

demonstrate appropriate leadership skills



demonstrate effective planning and organising skills



possess knowledge of :





Feedback to candidate
o
organisational goals, objectives and plans
o
organisational policy and procedures framework
o
organisational structure, including an organisational chart
demonstrate principles and techniques associated with:
o
delegation and work allocation
o
goal setting
o
group dynamics and processes
o
individual behaviour and difference
o
leadership
o
motivation
o
negotiation
o
planning
Page 45 of 46
© Department of Education and Training 2009
Version 1, March 2009
BSB40807 Certificate IV in Frontline Management
Key Management Skills Set – RPL Assessment Tool Kit
Elements which must be present in the candidate’s answer:
Yes
No






Question 7

team contributions are included in the majority of planning and day-to-day activities

providing feedback

providing solutions to team questions or issues
Question 8

shared responsibility

providing support to solve team issues

act as a role model
Question 9

regular two-way communication with management

regular two-way communication with the team
Comments/observations
Assessor’s signature
Candidate’s signature
Date of assessment
© Department of Education and Training 2009
Version 1, March 2009
Page 46 of 46
Comments