BSBCRT511 Develop critical thinking in others

Task 2 – Written Report

Task summary
This assessment is to be completed using the template provided to develop a Team Critical Thinking
Skills Improvement Plan.

Required
 Access to textbooks/other learning materials
 Computer with Microsoft Office and internet access

Timing
 Your assessor will advise you of the due date of this assessment via Canvas.

Submit
 This completed workbook.

Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily
address all the assessment criteria. If part of this task is not satisfactorily completed, you will be asked
to complete further assessment to demonstrate competence.

Re-submission opportunities
You will be provided feedback on your performance by the Assessor. The feedback will indicate if you
have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory
performance. Re-assessment attempt(s) will be arranged at a later time and date.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt
with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not understand
any part of this task or if you have any learning issues or needs that may hinder you when attempting
any part of the assessment.

Assessment Cover Sheet

Candidate name:

IH Sydney Training Services Pty Ltd

RTO Code: 91109 CRICOS Code: 02623G
 Candidate ID

Trainer’s Name:

Date Submitted:

Candidate I declare that:

declaration:  I have read and understood all the information provided in relation to
the assessment requirements to complete this unit, the instructions
and the purpose and processes of undertaking this assessment task
 This assessment is my own work and where other’s works or ideas have
been used, I have appropriately referenced or acknowledged them
 I understand that plagiarism is a serious offence that may lead to
disciplinary action.

Candidate signature:

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 Task 2 – Written Report

Develop a Team Critical Thinking Skills Improvement Plan to improve the critical thinking skills
of the employees and team of the organisation given in the case study below. Please use the
template provided below.

Scenario

ABC Café has been in operation for the past 5 years in Sydney CBD. It is situated near the
train station, making it the number one option of visitors around the city. It offers an array of
breakfast, lunch and dinner menu including morning and afternoon tea. It employs 5 staff to
manage around 55 customers per day. Cyril Brown, its operations manager, ensures that all
the staff do their respective tasks and respond to the needs of every customer they serve.

All employees are hardworking however Cyril still gets complaints on a daily on the
following:

 items not arriving on time

 food being contaminated
 service turnaround time per table is quite long
 customers complaining on how they have been served with their order
 food spill when served to customer

One Monday morning, Cyril met with the team and asked for their feedback on the café
problems at hand. Here are some of the employee’s feedback:

 there is staff shortage leading to poor customer service and higher turnaround time
 no control on food transportation
 supply of some food items is not available
 high customer service expectations of some customers

The café uses EFTPOS for payment and every staff is required to follow a workflow process
from customer entry to customer check out.

Lastly, Cyril Brown conducts team meetings 30 minutes before and after every shift.
Incidents are properly recorded in a logbook and reports are completed every day before
close of business.

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 Team Critical Thinking Skills Improvement Plan

Part A - Individual and team In your individual and team critical and creative thinking skills
critical and creative thinking assessment, make sure to:
skills assessment
1. List and discuss 2 models of critical and creative thinking
(Approx. 200 words) used to assess employees and the team as a whole.
The Taylor model:
The Calvin Taylor creative thinking model describes the
talent areas as productive thinking, communication,
planning, decision making, and forecasting.
Bloom’s Taxonomy:
According to Benjamin Bloom’s Taxonomy of Educational
Objectives (1956)—a cross-disciplinary model for
developing higher-order thinking in students—learning
how to think critically involves the mastery of six
increasingly complex cognitive skills: knowledge (i.e.,
possession of specific facts or pieces of information),
comprehension, application, analysis, synthesis, and
evaluation.
2. List 5 questions to identify employee and team knowledge
gaps
 What relevant changes are on the horizon that we
need to take into consideration?
 What is the industry telling us?
 What skills are currently becoming more
necessary?
 what key skills are needed to get to that future. Are
they new technologies?
 Will you be able to create and share effective
training that will help you bridge the knowledge
gaps?

3. Describe what formal and informal learning opportunities

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 for addressing identified gaps
 Formal learning methods:
1. Face-to-face: A more traditional delivery
method, but still ubiquitous, formal learning
takes place face-to-face or in a classroom-like
setting.
2. Online training: Done with the help of a learning
management system, online training delivery
has become the new norm for businesses
looking to deliver a formalized learning
strategy. The big draw is that it’s quick and
stress-free.
 Informal learning methods:
As informal learning is organic and unplanned, it’s
more difficult to identify tangible ways it is used
within your organization. However, it’s important
to note that informal learning is already happening
in your business. You just might not be aware of it.

4. Discuss key features of critical and creative thinking

concepts that can be applied.
Critical and creative thinking involves pupils thinking
broadly and deeply using skills, behaviours and
dispositions such as reason, logic, resourcefulness,
imagination and innovation in all learning areas at school
and in their lives beyond school.
1-pose questions
2-identify and clarify information and ideas
3-organise and process information.
4-Generating ideas, possibilities and actions

Part B - Establishment of After assessing the critical thinking skills of every employee,
environment that you now establish a café environment that encourages the
encourages the application application of critical and creative thinking. In doing this, you
of critical and creative need to:
thinking
1. Describe current organisational systems to identify gaps
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(Approx. 200 words) or barriers to critical thinking.
 Egocentric Thinking:
Egocentric thinking is a natural tendency to view
everything in relation to oneself. This type of
thinking leads to the inability to sympathize with
others or analyse and evaluate several
perspectives.
 Drone Mentality:
This mentality is dangerous in a classroom because
learners forget how to respond to new situations. It
also causes them to shy away from challenges for
the sake of ease and convenience
2. Develop processes that create a safe environment for
critical and creative thinking approaches
Build in opportunities for employees to find connections
in learning.
1.Use analogies.
2.Promote interaction among employees.
3.Ask open-ended questions.
4.Allow reflection time.
5.Use real-life problems.
6.Allow for thinking practice.
3. Discuss opportunities for employees to apply critical
thinking skills to workplace problems.
Employees who can engage in critical thinking are,
independent, reflective and competent. If employees
practice critical thinking, they will logically connect ideas,
scrutinize and evaluate arguments, find inconsistencies
and errors in their work and the work of others, solve
complex problems and engage in reflection.

4. Describe how you can provide feedback to employees on

performance of tasks
1.Avoid giving unsolicited advice.
2.Will be specific.
3.Come with a deep level of empathy.
4.Will wait for a quarterly review.
5.Will keep it private.

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 6.Won't take the “sandwich approach”
7.Make the conversation a two-way street.
8.Focus on performance, not personality.

Part C - Thinking practices After assessing critical thinking skills and establishing a a café
monitoring and environment that encourages the application of critical and
improvement creative thinking, you now monitor and develop ways to
improve the thinking practices at ABC Café. Make sure to:
(Approx. 200 words)
 List and provide a simple analysis on feedback from
employees on critical and creative thinking
opportunities..
Critical and creative thinking can be encouraged
simultaneously through activities that integrate purpose,
logic, imagination and innovation; for example, focusing
on a topic in a logical, analytical way for some time,
sorting out conflicting claims, weighing evidence, thinking
through possible solutions. The elements are not a
taxonomy of thinking. Rather, each makes its own
contribution to learning and needs to be explicitly and
simultaneously developed.
 List and discuss additional support required for the
team and all employees

 Foster open and honest communication.

 Create collaborative goals.
 Celebrate their success.
 Allow team members to solve problems.
 Provide adequate resources and training monthly.
 Keep ourselves accountable.
 Keeping our eye on the big picture.
 Show some empathy.

 List and discuss recommendations for improvements

in future learning arrangements

 Make learning more flexible and accessible for every

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 employee
 Motivate managers to get involved properly.
 Use tools that serve remote workers and in-office
teams.
 Match different learning options and preferences.
 Offer cross-department training.
 Ask employees what they want.

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