Apply Critical Thinking to Solve Complex Problems in BSBCRT611

APPLY CRITICAL THINKING FOR COMPLEX PROBLEM BSBCRT611 STUDENT ASSESSMENT TASKS

BSBWRT301 Write simple documents Trainer Guide First published 2021 Version 2.0 This resource is copyright. Apart from any fair dealing for the purposes of private study, research, criticism or review as permitted under the Copyright Act 1968, no part may be reproduced by any process without written permission as expressed in the RTO Works License Agreement. The information contained in this resource is, to the best of the project team’s and publisher’s knowledge true and correct. Every effort has been made to ensure its accuracy, but the project team and publisher do not accept responsibility for any loss, injury or damage arising from such information. Business Works is a series of training and assessment resources developed for qualifications within the Business Services Training Package.

BSBWRT301 Write simple documents Trainer Guide Introduction 4 Assessment Task 1: Knowledge questions 5 Assessment Task 1: Checklist 9 Assessment Task 2: Project 10 Assessment Task 2: Checklist 17 Final results record 21

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BSBWRT301 Write simple documents Trainer Guide Introduction The assessment tasks for BSBCRT611 Apply critical thinking for complex problem solving are outlined in the assessment plan below. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course. Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Business Works Student User Guide . The Student User Guide provides important information for you relating to completing assessment successfully. Assessment for this unit BSBCRT611 Apply critical thinking for complex problem solving describes the performance outcomes, skills and knowledge required to use advanced-level critical thinking skills in a professional context. This includes using methods of analysis, synthesis and evaluation. For you to be assessed as competent, you must successfully complete two assessment tasks:  Assessment Task 1: Knowledge questions – You must answer all questions correctly.  Assessment Task 2: Project – You must work through a range of activities and complete a project portfolio.

BSBWRT301 Write simple documents Trainer Guide Assessment 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. i 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.

BSBWRT301 Write simple documents Trainer Guide Questions Provide answers to all of the questions below: 1. Complete the table outlining reliable information relevant to workplace processes. Periodicals and news sources The source of information published at regular intervals is daily, weekly, monthly, or quarterly. Newspapers and magazines are examples of information sources. Some periodicals provide articles on the subject that show a general interest, while the other sources are more specialized. Example of periodical sources: - The Monthly - New Idea - Australian Geographic - TV Week Government Publication Contains federal, state, and local government agencies, which can publish information on a variety of topics including reports, legislations, court documents, public records, statistics, studies, guides, programs, and forms available. Australian Laws - Legal news, press release, and reports - Legislation and other vital legal documents Business and Non- profit publications This type of information sources often produce a publication designed to market product, providing background information on topics connected to the organization, or promoting a cause, which this publication can include reports, newsletters, advertisement, manuals, and a brochure - Company instruction manual regarding how to use a specific program - News release for internal company Online Sources It contains much information based on the internet, which can be searched using a Search engine to fulfil the information needed by someone else online. - Wikipedia - Wiki how - Website and blogs - Online tutorial

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BSBWRT301 Write simple documents Trainer Guide 2. Describe how legislation may be applicable to workplace problems (provide an example as part of your answer). Legislation has been based on government regulation to lessen the risk that will occur in the company's workplace, resulting from a fatal. Besides, in carrying out industrial relations, the government carries out policy functions, carries out supervision, and acts against labour laws and regulations. In carrying out industrial relations, workers/labourers carry out the part of carrying out work following their obligations, maintaining order for the continuity of production, democratically channelling aspirations, developing skills and expertise, and participating in advancing companies fighting for the welfare of members and their families. In carrying out industrial relations, entrepreneurs and business organizations create partnerships, develop businesses, expand employment opportunities, and provide worker/labourer welfare in an open, democratic, and just manner. The government uses legislation to regulate and make the presentation of the unnecessary risk that will be happened. An example is Health and Safety legislation, which applies to the workplace to prevent any threat from happening to the employee and the accident during the work process. For example, Explosion, Poisonous gas, Fire hazard, etc. 3. Describe how organisational policies and procedures may be applicable to workplace problems (provide an example as part of your answer). The rules and practices of any company are crucial. Policies and guidelines collaborate to provide a road map for day-to-day operations. They make sure that the statute is enforced, that decision-making is regulated, and that internal processes are streamlined. If everybody follows the rules and protocols, the business will run smoothly. Management procedures and divisions are in good working order. Errors in the process can also be readily found and corrected. If your workers follow policies and practices, your organization will better use its resources and assets. You'll be able to prosper and achieve your goals as an individual. 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. Triangulation To triangulate the method using a strategy, namely checking the degree of confidence in the research findings'

BSBWRT301 Write simple documents Trainer Guide Method Description findings with several data collection techniques. Triangulation is done by comparing information or data in different ways. Observation This method uses a method to look directly at the issues when they happened. Usually to the place and location happened to 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). Critical thinking technique Description Brainstorming This method uses a group of people to think of as many solutions (even the crazy ones) in a predetermined time. Organizing This method usually looking for ideas, goals, and conclusions from several pieces of literature and reading the literature from abstract to the discussion, and to find the solution for the problems Synthesize compiling data into a summary by looking for linkages between literature to the problems 6. Summarise the steps associated with a decision-making process. You may answer using a written paragraph or diagram. The problem description's consistency affects all future steps; if the problem is wrongly identified, each step in the decision-making process will be based on an inaccurate starting point. Identifying the condition independently from the manifestations is one way a manager can assess the real problem in a case. It is best to collect the necessary knowledge closely connected to the issue before making sound choices. It will help you further understand what needs to be done to solve the dilemma and generate suggestions about a potential solution. When it comes to planning, you're going to have many choices, so it's essential to consider various them. This will assist you in determining which course of action is the most effective in achieving your goal. If it's time to decide, make sure you're mindful of the dangers associated with your chosen course. It would be best if you also combined options to

BSBWRT301 Write simple documents Trainer Guide have a complete understanding of all pertinent facts and possible threats. After that, you'll need to make an execution approach. This includes deciding what services are required and obtaining employee and stakeholder support. Getting people to agree with your decision is an integral part of carrying out your strategy successfully, so be ready to answer any issues or problems that might arise. 7 Steps to effective decision making Identify-Gather Information-Identify alternatives-Weight the evidence-Choose among alternatives-Take Action-Review your decision Decision making is the process of making choices by identifying a decision, gathering information, and assessing alternative resolutions. Using a step-by-step decision-making process can help you make more deliberate, thoughtful decision by organizing relevant information and defining alternatives. This approach increases the chances that you will choose the most satisfying alternative possible 7. List three advantages of addressing complex issues in the workplace. a. Better thinking An individual can consider various solutions that can be used to solve such a problem temporarily. In team problem-solving sessions, though, a team or group of individuals will attempt to integrate all their thinking into the matter to arrive at a solution and response to their problem. b. Better Risk Handling By addressing complex issues in the workplace earlier, a company can prepare itself more for the upcoming risk it will be facing by preparing a solution to each threat. Also, team problem-solving methods can increase the risk factor positively, and because of such team problem-solving ability, one can create better growth. c. Communication

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BSBWRT301 Write simple documents Trainer Guide Problems can be overcome more effectively as individuals communicate effectively. When it comes to a squad or a group of people, it's easy to see if they can collaborate more effectively than others. 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 Strategic risks occur as a result of directors' fundamental decisions over an organization's goals. Strategic risks, in essence, are the pitfalls of failing to fulfil specific market goals. Outdated equipment will slow down production, creating delays in completion and lowering employee morale. Compliance risk If a company risk operating in compliance with business laws and regulations, internal rules or recommended best practices, it risks civil fines, financial forfeiture, and property damage. Sexual discrimination and harassment issues have internal and external consequences that cannot be ignored. Financial risk Often mistaken to refer only to downside risk, which refers to the probability of economic failure and the confusion surrounding its severity. This risk has so many risk categories associated with lending, such as bank deals involving defaulted business loans. A rise in interest rates will cause the value of a company's bonds to depreciate as bond values fall. Various hedging tools, such as interest rate derivatives and forward rate arrangements, are available to mitigate interest rate risk. Operational risk The risk of loss resulting from inadequate or failed internal processes, people and systems, or external events.' The risk of loss due to minor human mistakes, such as the risk of bankruptcy due to serious fraud, is considerable. 9. List three barriers to effective decision-making - Bounded Rationality Bounded rationality is the belief that cannot be entirely logical when dealing with complex problems because we can't truly comprehend all the potential alternatives or all the ramifications of either one.

BSBWRT301 Write simple documents Trainer Guide - Escalation of Commitment Escalation of engagement refers to a decision maker's propensity to stick with a wrong decision even though it leads to increasingly unfavourable consequences. We can find it challenging to revaluate a decision after we have made it rationally. - Time Constraints Due to time constraints, we can focus on heuristics rather than deep processing. Heuristics can save time, but they do not always lead to the best possible solution. The best managers are continually balancing the risks of acting too fast against working too slowly. 10. Summarise the requirements for the development and presentation of a brief and feedback register. Before the presentation, whether you are making a presentation in your work environment, another organization, or another venue, you need to collaborate with other people to ensure that each aspect of your production is delivered as planned. Establish and follow strategies for briefing others involved directly in the presentation or a behind the-scenes capacity. To avoid overlooking important detail, create a checklist or action plan that lists the activities to be undertaken before and during the production. During this planning stage, consider the method you will use to monitor whether everyone involved is on track with the brief. Ensure the person you have asked to review your presentation understands their role in providing feedback, the session's intended outcomes, how they will record their observations, and how they are to provide feedback. Ask them to observe you and record feedback during your presentation on the review form you have prepared. Please encourage them to be honest and give as much information as they wish. You can also have a casual conversation afterwards to discuss and clarify some of the comments made. Their feedback may challenge you, question you, offer you a different perspective, and support your critical reflection. 11. List four bodies you may be required to seek approval from to develop and implement solutions. - Internal resources

BSBWRT301 Write simple documents Trainer Guide The system comprises administration, human resources (HR), information technology (IT), services, and security. During the implementation of the ISMS, these resources will be needed. - External resources Skilled contractors will help you save a lot of time and money. They'll even come in handy through internal investigations to make the process to certification go smoothly. - Certification Currently, only a few accredited certification organizations test firms against ISO 27001, but the costs are comparable to other requirements. The state of IT primarily dictates implementation costs within the company. If a gap is discovered due to a risk evaluation or investigation, implementation costs can almost certainly increase depending on the approach chosen.

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BSBWRT301 Write simple documents Trainer Guide Assessment Task 1: Checklist Student’s name: Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? Completed successfully? Comments Yes No Question 1 Question 2 Question 3 Question 4 Question 5 Question 6 Question 7 Question 8 Question 9 Question 10 Question 11 Task outcome:  Satisfactory  Not satisfactory Assessor signature: Assessor name: Date:

BSBWRT301 Write simple documents Trainer Guide Assessment 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. i 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.

BSBWRT301 Write simple documents Trainer Guide 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. 12. 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. Complete Page 4 of your Project Portfolio for this unit. Read through the requirements of Section 1, 2 and 3 of your Project Portfolio a s 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.

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BSBWRT301 Write simple documents Trainer Guide 13. 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 i 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. 14. 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 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:

BSBWRT301 Write simple documents Trainer Guide 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. i 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. 15. 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 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

BSBWRT301 Write simple documents Trainer Guide i 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. 16. 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: 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

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BSBWRT301 Write simple documents Trainer Guide decision-making. For the purpose of this role-play, your assessor or another student can act as a one or more stakeholders. i 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. 17. 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) .  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 i 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.

BSBWRT301 Write simple documents Trainer Guide 18. 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. 19. 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.

BSBWRT301 Write simple documents Trainer Guide Assessment Task 2: Checklist Student’s name: Did the student: Completed successfully? Comments Yes No Define a complex workplace issue by:  meeting with stakeholders to identify a complex issue.  providing an overview of their chosen business, including: o The name of the business o a description of what the business does o the job role they perform in the business  describing 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.  establishing the legislative and organisational requirements related to the complex issue, including: o a summary of the relevant legislation o a summary of the associated

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BSBWRT301 Write simple documents Trainer Guide organisational policies and procedures o an assessment of any actual or perceived bias.  calculating the resources required for the solution development process  preparing a presentation to present the complex issue to relevant stakeholders. Systematically approach decision- making by:  presenting the scope of their complex issue to relevant stakeholders  using two critical thinking techniques to generate four to six solutions for your complex issue  evaluating each identified solution to establish their feasibility, including: o success criteria o constraints o evaluation of each alternative against the criteria and constraints o a list of all feasible options.  using one appropriate tool/technique to compare all feasible alternatives with one another, including: o a description of the tool or technique used o proof of theircomparison o an assessment of bias in their decision -making.  choosing the best solution and

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BSBWRT301 Write simple documents Trainer Guide explaining: o why they chose it o how it meets the legislation and organisational policy requirements o risks associated with your solution o advantages of the chosen solution o resources required.  prepare a brief on their proposed solution following organisational policy. Review their decision and incorporate feedback including:  presenting their brief to key stakeholders  recording feedback in a feedback register developed according to organisational policies and procedures  incorporating feedback to refine their project brief  using an appropriate format to seek approval to implement the proposed solution  perform a self-evaluation to identify opportunities for improvement During interactions demonstrate effective communication skills including:  Speaking clearly and concisely to articulate their ideas and requirements  Using non-verbal communication to assist with understanding  Asking questions to identify required information  Responding to questions as

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BSBWRT301 Write simple documents Trainer Guide required  Using active listening techniques to confirm understanding  Using a range of persuasive responses and comparisons in their presentation Task outcome:  Satisfactory  Not satisfactory Assessor signature: Assessor name: Date:

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BSBWRT301 Write simple documents Trainer Guide Final results record Student name: Assessor name: Date Final assessment results Task Type Result Satisfactor y Unsatisfactory Did not submit Assessment Task 1 Knowledge questions S U DNS Assessment Task 2 Project S U DNS Overall unit results C NYC Feedback  My performance in this unit has been discussed and explained to me.  I would like to appeal this assessment decision. Student signature: _________________________________________ Date: _________________  I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures. Assessor signature: _______________________________________ Date: _________________

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BSBCRT611 Student Assessment Tasks

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