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Bsbcrt 511 Develop Critical Thinking IN Others

Advanced diploma of leadership and management (bsb61015), altec college.

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Assessment Task 1: Written Questions QUESTION 1 Most intellectual activity includes people learning to acknowledge or develop an argument, utilize evidence supporting that reasoning, bring reasoned conclusions, and then use information to guide and solve problems. Critical thinking has been at the heart of most intellectual pursuit. Interpreting, analyses, evaluating, describing, sequential, rationale, making comparisons, questioning, inferring, making predictions, appreciating, experimenting, and generalize are illustrations of critical thinking skills. People learn to generate and new ideas and approaches in particular situations, see trends and patterns in new ways, identify potential explanations, and see or make new links that lead to a positive outcome through creative thinking. Blending parts to create something unique, sifting and optimizing ideas to uncover potentials, constructing theories as well as objects, & taking actions on intuition are all examples of this. Key differences Critical thinking seek on accessing value or worth of things that already in place where creative thinking relates to creating something new. Critical thinking possess analytical skills where creative thinking is being generative. Critical thinking can be recognized as convergent whereas creative thinking is divergent. Critical thinking mainly focuses on probabilities meantime creative thinking focuses on new possibilities. QUESTION 2 Describe two examples of when creative thinking might be used in the workplace. Example 01 One example can be illustrated from the creative thinking application to day-to-day operational process. For various reasons workplaces uses stationery such as A4’s mainly for the office works to get the printouts. An employee can creative thinking for reducing the cost of stationery usage through arranging central location to put used A4 papers where other employees or company as a whole can use these used (one side printed A4’s) for internal purposes reducing the associated costs through creative thinking and minimizing the A4 extra usage. This is a classic simple illustration is workplace where creative thinking taken place in operational level.

Example 02 Second example can be emphasized from the creative thinking through content marketing of the workplace. In terms of competing with the rivals, content marketing which is creative is essential. For instance, Coca Cola and Pepsi uses their creative content marketing strategies in their workplace to grab the attention of the consumers. Likewise almost all companies uses creative thinking in their marketing

strategies which is exhibits through digital media marketing, newspapers advertisements and bill board marketing etc.

• How do you know this?
• Why does it matter?
• Could please elaborate and educate me with an example?
• What are the reasons behind this?
• Why is this important?

QUESTION 4 Comprehension The potential to understand the concepts of material is defined as comprehension. When an intern or an employee is hired a basic job training will be given by a co-worker where the understating of the job functions and material is required in this section. Application The ability to apply what an individual learned in fresh and concrete situations is referred to as application. Once the intern or an employee is fit to start on their own, this person needs to demonstrate the job responsibilities after understanding received training under comprehension in order to perform their duties in workplace. Analysis The capacity to decompose content into its constituent elements in order to understand its organizational structure is referred to as analysis. After practical application of knowledge and application in the workplace context, an employee analysis the elements related to job role that he/she is performing through breakdown of daily operational tasks. This enable the employee on segregating work duties and time management. Synthesis The capacity to put parts to create a new whole is referred to as synthesis. A particular employee might look for variety of options where the job duties can be effectively complete while adhering to the company regulations, values and objectives. A best-fit model therefore can be introduce to the management by the employee under this level to produce alternatives.

With further investigation, it has been noted that Jinni Choa has not recorded complaint of above in the Jinni complaints register. Further, as per the records of Staff Professional Development – Induction Jinni Choa has not completed training module of customer complaints along with Brenda Hawkins and Jane Porter which they does not carry the knowledge on how to treat when a complaint is received to CBSA.

The requirements of the CF002 Complaints and Appeals Policy and Procedures

In terms of formal complaint, below procedures are applicable under CF002,

A complaint should be in writing, with full of descriptive information which makes it convenient for CBSA to investigate. CBSA staff should provide receipt of the complaint to the complainant within five (5) working days. Further, record the details of the complaint on the Complaints and Appeals Register which was not happened in this case as per the CBSA policies and procedures which is a beaching of respective CF002 policy. As per the guidelines of CF002, next step is to investigate and review the complaint which was not taken place as the receipt of the complaint was not recorded. Final step of a formal complaint is to recommend resolution and provide report to complainant – within 20 days. Due to the failure of CBSA staff to adherence to company policies and procedures above two steps was not achieved which is standing to the breach of CBSA policies and procedures.

An explanation as to why the customer complaint was not acknowledged a resolution

The original formal complaint has received to the emails received in the feedback@cbsa by Jinni Choa. As per the feedback during the investigation, Jinni Choa has though without further inquiries that Wendy Nguyen had no right to complain from her end referring to previous conversation which the sales team being informed that they were not going to continue with CBSA. Jinni Choa has not checkup on the backgrounds of the complaint and has worked according to an information which is not reliable. Jinni Choa as per the CF002 policy should first provide receipt of the complaint to the complainant within five (5) working days. Further, record the details of the complaint on the Complaints and Appeals Register. Therefore, rest of the two steps which is investigate and review the complaint and recommend resolution and provide report to complainant – within 20 days were not executed from the side of CBSA.

CRITICAL AND CREATIVE THINKING TEMPLATE

Model of critical and creative Bloom's Taxonomy is being applied for this issue

thinking applied identified at CBSA. This model incorporates both the critical and creative elements of thinking. Analysis Stage The capacity to decompose content into its constituent elements in order to understand its organizational structure is referred to as analysis. This model helped to understand the situation against the organizational structure and policies in to elements (referring to CF002). Therefore, whole complaint has been divided into practical elements against the company treatment followed by the policy of CF002. Synthesis Stage The capacity to put parts to create a new whole is referred to as synthesis. In this stage, following the CF002 policy, it was observed that receipt of the complaint to the complainant within five (5) working days and recording the details of the complaint on the Complaints and Appeals Register were not happened. Thus, rest of the steps were not effectively followed. Therefore, in this stage new company investigation needs to be followed in order to gather information on this context. Evaluation Stage The ability to judge the importance of content for a specific purpose is referred to as evaluation. Therefore, CBSA can reach to the stage (after conducting investigation under the synthesis stage) where what has really affected causing this problematic situation which was not addressed properly owing to the importance of this customer to CBSA.

Identify next steps to resolve the customer complaint

In this situation first priority should be given to resolving client complaint,

 CBSA should immediately address the complaint of received by Wendy Nguyen irrespective of the CF002 policy guidelines concerning this as an exceptional situation.  As the next immediate step, a meeting should be arranged proposing preventing a similar situation from recurring.

 They complete them at or close to your standard of quality.

The team member can explain what they did, how they did it and why they did it that way.

Team member makes suggestions on how to improve their work. (Ready to move to next phase.)

Phase 2: Synthesise

Team member sorts through a range of information and determines what is important, for example, summarise key takeaways after an important meeting.

 They can identify all the important insights. √

 They exclude all unimportant insights. √

 They accurately assess the relative importance of the important insights.

 They communicate important insights clearly and succinctly.

The team member can provide a summary of important insights and implications for future work on the spot without preparation. (Ready to move to next phase.)

Phase 3: Recommend

Team member moves from identifying what is important to determine what should be done.

 They always provide a recommendation when asking you questions instead of relying on you to come up with answers.

 They demonstrate appreciation for the potential downsides of their recommendation.

 They consider alternatives before landing on a recommendation.

 Their recommendations are backed by strong, sensible reasoning.

Team member makes recommendations before you share your opinion.

Team member shares rationale, the alternatives they considered and the downsides of their recommendations.

Team members make reasonable recommendations that reflect a sound business judgement on work that is not their own. (Ready to move to next phase.)

Phase 4: Generate The team member can create something out of nothing.  They propose high-value work that doesn’t follow logically from work they are already doing.

 They convert your and others’ visions into feasible plans for realising those visions.

 They figure out how to answer questions you have but don’t know how to answer.

Team member keeps a list of their ideas for improving projects, the department or the organisation.

The team member is willing to share those ideas with you. (Team member applies critical thinking skills)

CRITICAL AND CREATIVE THINKING CHECKLIST

The following criteria is based on the Critical Thinking Roadmap, developed by Zarvana at hbr/2019/10/a-short-guide-to-building-your-teams-critical-thinking-skills. Use this list of competencies below or adapt the competencies to suit your own needs, to identify where your team members are in the phases of critical thinking.

Identify individual and team knowledge gaps Team Member: 1 Phase 1: Execute Competent Not Yet Competent

Phase 4: Generate The team member can create something out of nothing.

 They propose high-value work that doesn’t follow logically from work they are already doing.

Identify individual and team knowledge gaps Team Member: 2 Phase 1: Execute Competent Not Yet Competent The team member does what they are asked to do: √

 They complete all parts of their assignments. √

 They complete them on time. √

Action plan to develop the team members Critical Thinking skills

ACTION PLAN TEMPLATE Assess team members Team Member Actions Team Leader Actions To develop a team member to move from Phase 1 to Phase 2 Team member 01 Team member one is capable of doing what he asked to do. However, he is unable to meet the quality standards of the respective works. Team Member is ready to move from Phase 1 to Phase 2.

 Complete Assertiveness Skills Training to build confidence to prepare quality report

 Provide training opportunities to participating in report writing and encouraging team member to provide report every week to progress with quality output of their works

To develop a team member to move from Phase 1 to Phase 2 Team member 02 Team member 2 has effective skills of performing his duties along with effective communication skills with quality. Team Member is ready to move from Phase 1 to Phase 2.

 Participate in different types of work assignment with superiors to build up the skills and summarize important elements.

 Provide less instruction when assigning tasks to encourage the team member to think about the process required or ask questions and completing quality work.

Barriers to progress to the next phase of critical thinking  Less confidence in meeting quality standards of the work

 Take part in managerial meetings more often to grab how they finalize their work outputs

 Invite a team member to more meetings and ask them to take the minutes

To develop a team member to move from Phase 2 to Phase 3 Team Member 1 Team member 01 sorts through a range of information and determines what is important yet he is unable to exclude unimportant insights sometimes from the key takeaways and lack of communication skills to present

 Complete Assertiveness Skills Training to build confidence to speak up

 Invite a team member to more meetings and ask them to prepare meeting minutes  Assigning in to workshops to improve communication skills

important insights clearly and succinctly.

To develop a team member to move from Phase 2 to Phase 3 Team Member 2 Team member 02 has relatively higher skills on information synthesis and segregate from important to unimportant. However, he is unable to provide a summary of important insights and implications for future work on the spot without preparation. Team Member is ready to move from Phase 2 to Phase 3.

 Complete Assertiveness Skills Training to build confidence to speak up and presentation skills.

 Invite a team member to more meetings and ask them to present their findings in managerial meetings  Assigning in to workshops to improve communication and presentation skills

Barriers to progress to the next phase of critical thinking.  Both of team members lack presentation skills which act as a barrier

 Complete Assertiveness Skills Training to build confidence to speak up and presentation skills and presentation skills.

 Assigning in to workshops to improve communication skills

To develop a team member to move from Phase 3 to Phase 4 Team Member 1 Team member lacks the confidence of proving recommendations backed by strong, sensible reasoning. Team member makes recommendations before others share their opinion where other opinions should be counted. Team Member is ready to move from Phase 3 to Phase 4

 Attending to meetings and providing necessary recommendations to work related projects  Preparation of recommendation plans to work and project related operations to the superior

 Inviting team member to participate to team and managerial meeting scheduled for work related issues and problems  Provide less instruction when assigning tasks to encourage the team member to think about the process required or ask questions to provide reasonable recommendations. To develop a team member to move from Phase 3 to Phase 4 Team Member 2 Team member find and appreciates recommendations useful to solve important works. Team member lacks the confidence of proving recommendations backed by strong, sensible reasoning.

 Preparation of recommendation plans to wok and project related operations to the superior  Attending to meetings and providing necessary

 Providing less instruction when assigning tasks to encourage the team member to think about the process required or ask questions to provide reasonable

• Provide training opportunities to participating in report writing and encouraging team member to provide report every week to progress with quality output of their works
• Provide less instruction when assigning tasks to encourage the team member to think about the process required or ask questions and completing quality work.
• Invite a team member to more meetings and ask them to take the minutes
• Providing less instruction when assigning tasks to encourage the team member to think about the process required or ask questions to provide reasonable recommendations.
• Encourage and assigning to projects which are critical in nature to come up with recommendations plan

The current level of critical thinking and what you hope each team member will achieve the following implementation

At the level of phase 01, team member 01 is unable to adapt to the work environment of providing quality work output which is subject to the strategic critical thinking. Further, it was identified that the same team member 01 has a difficulty in sorting from important to unimportant. The use of critical thinking is mandatory to perform data synthesis part of a given work role or a project. Team member 01 lacks the confidence of proving recommendations backed by strong, sensible reasoning which the same experienced by team member 02. The proposed action plan has adapted by addressing each scenario in to place. Personal action plan will enable these team members to work for the success of their journey. Team leader will eventual attend to these strategic thinking levels as well as the presentation and communication skill barrier. Effective work force with create and strategic thinking always leads to the success of a business. Workforce filled with strategic thinking and creative thinking will be able to attend any given task without any hassle which is indeed a success.

Assessment Task 4: Facilitate an Opportunity for Team Members to Demonstrate Thinking Skills

 Critical Thinking Skills Analysis Guide

CRITICAL THINKING SKILLS ANALYSIS GUIDE Analyse the performance of each participant in the meeting to determine their ability to use critical thinking skills. Analyse the facilitator to determine if the facilitator gave the participants

opportunity to apply critical thinking skills or just direct them to focus on his/way preferred ideas. Competency Facilitator Team Member 1

Team Member 2

Team Member 3 The facilitator gave participants an opportunity to express their opinions and ideas.

Facilitator set up an open platform and meetings to express team members’ suggestions and opinions towards the upcoming event.

The event should be well- organized as it involves suppliers, customers and staff attached to the company.

A separate team should be formed to segregate the works related to the event assuring that event flows correctly during the day.

Did not suggest any idea.

Proactively participated in the activity.

Facilitator set up different groups to segregate the work of the event day.

Every team member should get in touch with the work they would like to provide their support where they can while balancing the work activities.

Team leader should communicate their plans every day to the management with proper documentation.

Team should be formulated as per the event plan and leader should be appointed to make sure members are actively participating in the arrangement of 10th anniversary event of CBSA. Ideas and actions suggested by team members

Facilitator calls an initial meeting for the upcoming 10 th

Event should be carefully planned with the work break down structure

Event should be added with entertainment activities which will make it a

Event should be given to the expert hands on event handling company where

important works being missed by the staff. Moved from identifying what is important to determine what should be done

Work and responsibility segregation as per the event plan

• Team formation referring to the responsibility tasks

Coordination planning among the formed teams

Meeting minute preparations with management to add the feedbacks and recommendation s  Creative Thinking Skills Analysis Guide

CREATIVE THINKING SKILLS ANALYSIS GUIDE Analyze the performance of each participant in the meeting to determine their ability to use critical thinking skills. Analyze the facilitator to determine if the facilitator gave the participants opportunity to apply critical thinking skills or just direct them to focus on his/way preferred ideas. Competency Facilitator Team Member 1

Team Member 3 Did the facilitator allow meeting participants to express their opinions and creative ideas?

Arrangement of open forum to discuss and express team members creative ideas

Took part in every the open forum and discussion set up by the facilitator

Took part in several the open forum and discussion set up by the facilitator

Which team members proactively participated, suggesting creative ideas and actions?

Open forum was exclusive to staff members to present their ideas towards the management

Took part in every the open forum and discussion where the best employee should be selected in the event as the appreciation

Took part in every the open forum and discussion where the awarding should be arranged to top suppliers and customers to

Took part in several open forums and discussion. However, did not share any creative ideas.

should be added along with 10th anniversary

increase the trust between CBSA and them Which team members didn’t participate by suggesting creative ideas and actions?

• Every staff members ideas were welcomes by the management in the event arrangements

Actively involved with offering many creative ideas to arrange successful anniversary celebrations

Team member 3 was not adding any creative thoughts to the event.

Which team members converted visions into feasible plans for realizing those visions?

Arrangement of meeting with the management to present the action plan to suggested creative ideas to the event

Presented way forward with how best employee should be selected

Presented how to top suppliers and customers can be ranked based on their values to the CBSA is presented to set the appreciations with awards.

Team member 3 was not adding any plans as any creative thoughts were not suggested to the event.

Assessment Task Cover Sheet – Assessment Task 5

Report on the Progress of Development of Critical Thinking Skills

 Achievements of the meeting Many achievements were able to meet where the below emphasis the most important towards the event.

• A event work breakdown structure was stated as one of most important aspects of the success and success of the event in terms of pre, during and post time durations
• Open forum was executed to exclusive staff members to present their ideas towards the management
• Creative ideas such as best employee selection, top suppliers and customers selection with awarding system were presented with wat forward action plan
• Multiple Choice

Course : Advanced Diploma of Leadership and Management (BSB61015)

University : altec college.

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