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Evidence Guide: BSBSMB409A - Build and maintain relationships with small business stakeholders

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBSMB409A - Build and maintain relationships with small business stakeholders

What evidence can you provide to prove your understanding of each of the following citeria?

Establish and develop communication and appropriate relationships with key stakeholders

  1. Establish specific practices for communication with key stakeholders, in accordance with codes of practice, cultural protocols and agreed roles and responsibilities
  2. Maintain specific ways of dealing with issues in communication with key stakeholders that adhere to codes of practice, cultural protocols and agreed roles and responsibilities
  3. Identify and implement methods of working in culturally appropriate ways
  4. Identify and implement plans to deal with changes in circumstances and behaviours, as required
Establish specific practices for communication with key stakeholders, in accordance with codes of practice, cultural protocols and agreed roles and responsibilities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain specific ways of dealing with issues in communication with key stakeholders that adhere to codes of practice, cultural protocols and agreed roles and responsibilities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and implement methods of working in culturally appropriate ways

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and implement plans to deal with changes in circumstances and behaviours, as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and develop roles and responsibilities in the small business

  1. Clearly and accurately clarify roles and responsibilities in the business in accordance with organisational structure and lines of authority, codes of practice and job documentation
  2. Identify and apply specific practices and behaviours from the codes of practice, that contribute to successful working relationships
  3. Clearly communicate responsibilities and practices to key stakeholders
Clearly and accurately clarify roles and responsibilities in the business in accordance with organisational structure and lines of authority, codes of practice and job documentation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and apply specific practices and behaviours from the codes of practice, that contribute to successful working relationships

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clearly communicate responsibilities and practices to key stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review relationships with key stakeholders

  1. Review communication practices used with key stakeholders and implement any necessary improvement strategies
  2. Monitor and evaluate relationships with key stakeholders and develop action plan/s needed to enhance relationships
  3. Evaluate roles and responsibilities in the business and undertake any revisions necessary to improve successful working relationships
Review communication practices used with key stakeholders and implement any necessary improvement strategies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and evaluate relationships with key stakeholders and develop action plan/s needed to enhance relationships

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate roles and responsibilities in the business and undertake any revisions necessary to improve successful working relationships

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

ways of working and communicating with key stakeholders based on the roles and responsibilities, codes of practice and cultural protocols for the business

development and communication of roles, responsibilities, duties and tasks of small business personnel to key stakeholders

process for reviewing relationships with key stakeholders

knowledge of organisational structures and their legal implications.

Context of and specific resources for assessment

Assessment must ensure:

access to relevant documentation

candidate's individual circumstances and work in the context of running a small business, are the basis for assessment.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

portfolio of evidence including review of communication and relationships with key stakeholders

oral or written questioning to assess knowledge of business ethics

review of how methods of working in culturally appropriate ways were implemented.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBREL401A Establish networks

BSBSMB408A Manage personal, family, cultural and business obligations.

Required Skills and Knowledge

Required skills

analytical skills to assess situations for the core issues

communication skills to consult with various stakeholders, adjusting one's language to meet the language of stakeholders; to negotiate constructively to achieve outcomes; to work cooperatively with a diverse range of people with different needs

literacy skills to locate relevant information, and to develop job outlines and codes of practice for the business

problem-solving skills to deal with stakeholder issues.

Required knowledge

business ethics

codes of practice for the business

organisational structures and their legal implications.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Specific practices for communication with key stakeholders may include:

contingency plans for changes

informal face-to-face/telephone networking

regular formal meetings

use of formats suited to people with specific support needs, where appropriate, such as large print, interpreters, telephone typewriter (TTY), material in community language/s, Auslan (Australian Sign Language)

written processes

Key stakeholders may include:

business partners

community members, Elders, traditional owners

community organisations

customers

family members

franchise owner

funding agencies and financial institutions

government agencies

shareholders

staff

suppliers

Issues in communication may include:

communication protocols for Indigenous, non-Indigenous, and culturally and linguistically diverse peoples

cross-cultural misunderstandings

dealing with difficult clients

expectations of Indigenous and culturally and linguistically diverse peoples

family obligations of Indigenous, and culturally and linguistically diverse peoples

negotiating with stakeholders

processing complaints

respect for others

Roles and responsibilities in the business may include:

differences between roles and duties

role overlap conflicts with other staff and self, with other key stakeholders e.g. management committee members, contractors, accountants etc. and self and staff

scope of responsibilities within the job

types of duties to be performed

Organisational structure and lines of authority may include:

cooperative/incorporated association structures

corporate structure and corporate governance

government owned enterprise

location of business within the community

nature of reporting

partnerships

power structures and relationships

reporting processes

sole traders

Codes of practice for the business may include:

business operations standards

cultural considerations and principles for operating

ethical considerations and principles for operating

guidelines for operations

legal considerations and principles for operating

policies

quality assurance practices and principles

Job documentation may include:

background to the business

competencies required for positions

details of responsibilities

details of specific duties or tasks to be carried out

duty statement

level of wage or salary

job/position description

outline of the job to be performed

reporting relationship

selection criteria

special provisions