Cleaning Operations
CPPCLO3039A Support leadership in the workplace
Industry Skills Training Centre
Š Gordon Institute of TAFE All requests and enquiries regarding use and availability of this text should be directed to: Industry Skills Training Centre East Campus The Gordon Private Bag 1 Geelong Mail Centre VIC 3221 Ph: 03 5225 0500 The Gordon wishes to acknowledge the contribution from the following persons in the development of this resource: Joylene Henderson Fay Thomev Issue date: 7/03/2013 File name: CPPCLO3039A Support leadership in the workplace The Gordon takes no responsibility or liability for any consequences arising from omissions or inaccuracies.
Revised April 2015 Version 3
Contents Details of the unit ......................................................................................................................3 Who could use this resource……………………………………………………………………………………………….…….4 How to use this resource…………………………………………………………………………………………………………..5 Performance Criteria…………………………………………………………………………………………………………………6 Recognition of Prior Learning (RPL) and Assessment………..........................................................7 Introduction...................................................................................................................................8 Leadership .................................................................................................................................8 Teamwork..................................................................................................................................8 What is a team? .........................................................................................................................8 1
Contribute to team effectiveness ...........................................................................................9 Role and qualities of team leader ...............................................................................................9 Role of team members...............................................................................................................10 Team planning ...........................................................................................................................10 Team objectives .........................................................................................................................10 Effective delegation ...................................................................................................................11 The importance of accurate information ....................................................................................11 Communication techniques........................................................................................................12 Improving your listening skills ....................................................................................................12 Company requirements..............................................................................................................13
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Provide leadership within the team ........................................................................................14 Helping others to complete team activities ................................................................................14 Resolving task-based problems ..................................................................................................14 Resolving people-based problems ..............................................................................................14 Developing trust and support in a team .....................................................................................15 Developmental opportunities.....................................................................................................15 Interpersonal skills in the workplace ..........................................................................................15 The importance of co-operation in a team .................................................................................16 Monitor and review team performance .....................................................................................17
Learning Tasks ...............................................................................................................................18 Learning Tasks 1 & 2...................................................................................................................19 Learning Task 3 ..........................................................................................................................20 Learning task 4 ...........................................................................................................................21
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Learning task 5 ...........................................................................................................................21 Assessment record sheet ......................................................................................................23 & 24 CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
What this unit is all about. Welcome to this workbook: CPPCLO3039A - Support leadership in the workplace This is a core unit the Certificate III in Cleaning Operations. This unit covers the skills and knowledge required to promote a supportive structure and environment that enables effective leadership within the cleaning industry. Part of your learning will take place during a training session and part of the learning while you are working. Skills that you will learn to do in Support leadership in the workplaces include:
• Communicate with colleagues in an open, friendly and professional manner. • Plan work roles to existing skills of team members. • Plan work roles of team in a co-operative manner. • Develop forms of communication appropriate to tasks undertaken. • Develop a work team approach to discussing and resolving problems. • Collect, analyse and review relevant data on team performance. Details of the unit This unit has two elements of competency. These elements of competency describe what you need to know and be able to do to successfully complete this unit. Think of them as the focus of your learning. Elements of Competency 1. Contribute to team effectiveness 2. Provide leadership within the team
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CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
WHO COULD USE THIS RESOURCE This a flexible delivery resource and is designed to be used by learners, trainers and assessors. It contains fact sheets, activities, questions and sample assessment items which can be used in a variety of training situations. Training may be undertaken on or off the job or a combination of both. These materials may also be adapted for delivery in distance mode. Learners undertake their training in different situations and may be known as students, trainees or participants. They may be beginners in the industry or have some or considerable industry experience. Trainers, similarly, may be teachers, facilitators, supervisors, managers or mentors and be working in the industry or in a training organisation. Assessors who undertake the formal assessment must be qualified or accredited assessors. Trainers and assessors should read the Companion Guide for further advice on using this resource and must refer to the Training Package and the individual competency standard.
LEARNERS
ASSESSORS
TRAINERS
Learners could use this resource to:
Trainers could use this resource to:
Assessors could use this resource to:
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Study at their own pace
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Plan assessments
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Review topics covered by their trainer
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Provide learners with additional information
Show learners where improvement is needed
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Prepare for assessment .
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Set practical activities for training
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Keep a record of evidence used in the assessment.
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Keep a record of the training that has been done.
Plan and deliver training
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CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
HOW TO USE THIS RESOURCE As a Trainer you could: ν
Use the checklists to develop course programs, RPL learners, check progress or record assessment.
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Use the fact sheets to make handouts, overheads or reading assignments.
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Use the activities to develop training sessions or projects.
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Use the fact sheets and activities to develop distance learning programs.
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Use the activities or assessment activities for formative or final assessments.
As an Assessor you could: ν
Use the assessment activities and competency checklist to support assessment following a training program.
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Use the checklists for a recognition of prior learning assessment.
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Use the checklists to record progress.
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Use the questions as part of formative or summative assessment.
As a Learner you could: ν
Work through all the information and complete the activities, as directed by your trainer.
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If your training is off the job, use this workbook as a study guide and companion for materials delivered in classroom-style sessions.
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CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
COMPETENCY CHECKLIST This is a summary of the skills and knowledge that you must have to meet the requirements of the unit of competency covered by this Training Resource. This is only a summary. You will be assessed against the full competency standard which your trainer or assessor should show you. Use this checklist to: ν identify skills and knowledge that you need; ν identify skills and knowledge that you may already have; ν check and record your progress; ν prepare yourself for assessment. Elements
Performance Criteria
On completion of this unit you should be able to:
You will know you have achieved this when you can:
1. Contribute to team effectiveness.
2. Provide leadership within the team.
1.1 Contributions are made to development of team plans, roles and responsibilities according to company requirements. 1.2 Skills and knowledge of team members are identified and used to enhance team performance according to company requirements. 1.3 Interpersonal skills and communication techniques are used according to company requirements to facilitate open communication within team, ensure understanding, and encourage accurate exchange of information. 1.4 Company policies and procedures, and legislative, environmental and occupational health and safety (OHS) requirements are conveyed to team members according to company requirements. 2.1 Assistance is provided to team members to achieve team and organisational goals and objectives according to company requirements. 2.2 Individuals and work team are encouraged to participate in relevant developmental opportunities according to company requirements. 2.3 Coaching and mentoring are provided to team members to achieve team and organisational goals according to company requirements. 2.4 Conflict situations in work team are identified and conflictresolution strategies applied, according to company requirements.
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2.5 Causes of work restrictions affecting completion of work order are identified and improvements in work practices are suggested according to company requirements.
CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
Recognition of Prior Learning (RPL) If you have experience in the workplace and you believe you are already competent in this unit you should ask your teacher/trainer for information about how to apply for Recognition of Prior Learning (RPL). You will need to provide evidence of competence to back-up your RPL application. If your RPL application is successful, you will receive credit for this unit and will not have to undertake training in it.
Assessment With competency-based assessment, you don’t pass or fail. Rather, you will be assessed as either competent or not yet competent. To show that you are competent, you will need to complete all activities and tasks in the workbook, answer oral questions as required and demonstrate where required.
Let us begin.
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Introduction Leadership Leadership provides focus and motivation to a team and enables team members to achieve their goals. It also involves being accountable for the team as a whole. A leader should provide the vision for the team and be flexible in allowing changes of direction.
Teamwork Teamwork is your ability to work with others towards a common purpose. Effective teamwork is a major factor that contributes to a job well done and therefore to client satisfaction. Knowing how to work with others to achieve a common goal is an important interpersonal skill.
What is a team? Here are some words that are often used to describe a team. A team is a group of people who: • • • • • • •
Report to one boss Share function roles Interact with each other Co-operate Have one aim Find membership of the team rewarding Can achieve more as a team than as a group of separate individuals.
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1
Contribute to team effectiveness
The purpose and reason for being in business is described by what the business states in its mission or vision statement, or by its goals, objectives, or aims. Generally speaking, all businesses will concentrate on providing good customer service in their area of expertise. It is important that all team members understand that their purpose should be to achieve the stated mission, vision, goal, objective or aim of the business.
Role and qualities of team leader For the team to work effectively it needs a leader. The team leader could be a supervisor/ leading hand, or a person in the team who is an experienced cleaner and a good communicator. The team leader will need to communicate to people outside the team as well as within the team. The team leader is responsible for gaining and providing information on work requirements, specifications and company requirements and communicating these to the team. Leaders need to possess a broader knowledge than their fellow workers in their field of work experience. Leaders need to have a desire to achieve. A good leader will encourage the team to reach their goals. They should respect others and promote co-operation and support. A good team leader in industry has a lot in common with a good coach of a sports team. Team leaders need to balance giving direction with support and openness. They need to treat their team members with respect and encouragement. Team leaders should be aware of the strengths and weaknesses of their team members and decide on work tasks and further training accordingly. Team leaders should discuss important issues with team members rather than making decisions by themselves. An effective leader will: • Set a good example • Plan effectively and be well organised • Be a good communicator • Be able to delegate effectively Page • 9 of 25 Have good negotiation and problem solving skills
CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
Role of team members Team members need to understand their own roles and where these overlap with other team members. They need to be clear about what is expected of them by the team leader and the rest of the team. For this to happen maximum cooperation is needed from everybody. People should listen to each other and understand exactly what others expect of them. If there are disagreements these should be handled tactfully and reasonably.
Turn to the back of the Book to complete Learning Task 1
Team planning All members of the team should be given the opportunity to participate in the planning of the team’s activities. This would be the best way to go. Work roles should be allocated and planned in a co-operative manner. Some team members may have a preference for certain cleaning duties. It is not always possible to allocate team members with the work duty or rostered shift that they prefer. A good team leader will allocate duties in a fair and cooperative manner to encourage the team to operate more effectively and productively. All members of the team should have input into the planning of the work and the team leader will determine how much input each team member will have. When planning and allocating work duties, the existing skills and capacity of the team should be considered. For example, if the team’s work duties include the cleaning of an area that has rest rooms, a kitchen and hard floor surfaces, then the work duties should be allocated to the team members who have cleaning skills in these areas. The team member who has the majority of hard floor cleaning experience would be given the task of cleaning the hard floor and the team member who is experienced in rest room cleaning this duty etc. However, also keep in mind that team members may wish to broaden their experience and may like the opportunity to try different things.
Team objectives It is important in a team that every team member is aware of their duties and what they mean, and that they have a clear understanding of the roles of the Page 10 of 25 other members of the team.
CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
This ensures that the team meets their objectives and performs their work duties in an organised and co-operative manner. Sharing and understanding the team’s objectives is vital to the successful completion of the team’s work duties. If you are unsure of the team’s objectives at any time you should ask for an explanation. It is of no use saying you understand if you don’t. It is always better to have a clear understanding of the team’s goals. There’s no shame in asking when you don’t know or are unsure. It’s the sensible thing to do and also it is expected.
Effective delegation Whether you are a team leader, or team member, you may have to delegate some work activity – in other words pass on or allocate some work to someone else to do. There are five steps to effective delegation. These are: • Determine what work needs to be done. • Make sure that the person, to whom you are planning to delegate the work, has the skills and abilities to perform the task. • Explain the task carefully, and come to an agreed plan of how and when it is to be done. Ask the person to tell you, in their own words, what it is they will be doing. This confirmation process makes sure that you have both come to the same understanding. • Let the others in the team know what is happening. • Be available to provide assistance and clarification if necessary.
The importance of accurate information A factor that leads to good team work is making sure that all information you use yourself, or pass on to colleagues and clients, is both appropriate and accurate. This will enable you to perform the responsibilities of your job competently and efficiently. You will also be able to assist other team members when they ask you for information or advice. Often you will know the information required. Sometimes you may think you know it, but you may be mistaken or know only part of the information. At other times, you may have no idea – and you will need to find out! Clearly, no employee can be expected to know everything there is to know! What is important, however, is that you know how to find the information you need, when you need it. If you are not sure, then you should ask your team leader.
Turn to the back of the Book to complete Learning Task 2 Page 11 of 25
CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
Communication techniques Being part of a team involves us developing certain skills and attitudes. These involve: • Supporting the team’s goals • Listening to what other team members have to say • Making sure that all information passed amongst members of the team is appropriate and correct. In a team, it is very important that communication is clear and open. Communication is a two-way process involving the sending and receiving of messages. Communication can be spoken, written and non-verbal. Everyone’s communication skills can be improved with practice. Stop and think for a moment about the difference between hearing and listening. Hearing is an automatic process, whereas listening requires concentration. Improving your listening skills so that you really are taking in what another person is saying is a key tool for effective communication.
Improving your listening skills There are three (3) main parts to being a good listener:
1 Pay attention when someone is speaking Paying attention lets the speaker know that you are really listening to what they are saying. You can demonstrate this by: • Giving the speaker your undivided attention. Stop whatever it was you were doing and listen. Listening requires concentration. • Using body language to show them you are listening. • Make and maintain eye contact. You should avoid looking around or looking at something else as this makes the speaker (rightly) feel you are not taking much notice of what they are saying. • Face them full on and lean towards them a little while they are speaking. • Keep your body language open. For example, avoid crossing your arms or putting your hands on your hips or frowning at them.
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CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
2 Encouraging the speaker This lets the speaker know that what they are saying is important to you and that you are trying to understand their message. You can demonstrate this by: • Letting the speaker finish what they want to say. As listeners, we are often impatient and can’t resist butting in to give our own opinion, or jumping in before the speaker has finished and completing their sentences for them! • Nod your head and make encouraging noises such as “yes”, “mmm”, “uh huh” and so on. This let the speaker know you are listening. It is very difficult to keep talking when there is complete silence. • Ask questions that help you to understand what the speaker really means and to draw them out. For example: o “I didn’t quite follow that, can you tell me again?” o “Can you explain that to me?” o “Tell me about it.”
3 Confirmation This process involves you restating in your own words what you believe the speaker’s message is. This checks that you and the speaker have come to the same understanding. A very useful phrase is: • “So what you are saying is …..” Here is a simple example: the speaker may say, “I need some help over here now. There are a lot of pieces of furniture that need to be moved.” As the listener, to confirm what the message is, you could say “so you want me to help you move the furniture now?” The speaker can then agree, or clarify what they want.
Company requirements A leader should assist in the distribution of company policies and procedures to team members. They should also make the team aware of any legislative and OH&S policies and procedures. A leader should be aware of any changes to company requirements and inform the team when required.
Turn to the back of the Book to complete Learning Task 3 Page 13 of 25
CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
2
Provide leadership within the team
Helping others to complete team activities At times, many things can interfere with the team being able to complete their activities as planned. Occasionally, it may be necessary to provide assistance to other members of the team. Some examples of this are: • The area you are trying to clean is constantly being used by clients therefore cleaning may take longer. Other team members who have finished their duties would therefore help in the area not finished. • You may damage or break a piece of equipment and it would need to be replaced from the main stores area. • You may injure yourself.
Resolving task-based problems If there is a problem, it needs to be reported to the team so it can be discussed and resolved. Team members may have valuable suggestions about possible solutions. It is important to take immediate action on resolving problems, as they can become larger if left unattended. Discussing and resolving problems where possible with the work team should occur using agreed and accepted processes. If the action taken doesn’t work then the team leader would report the problem to the cleaning manager or supervisor, who would inform the client.
Resolving people-based problems Unfortunately, problems with people not getting on do happen in workplaces. These can be amongst the most difficult to resolve. Workers need to maintain a professional approach. Here are some suggestions that may help. • Avoid talking about other team members behind their backs. • Do not raise your voice • If there has been a problem with a job, avoid criticising and blaming an actual person. Criticise the process. For example, “there should have been clearer instructions”, or “more time should have been allowed” etc. • If there is a problem, try and discuss it with the other person in private and see if you can resolve it. If you do have a problem with another person that you cannot sort out, approach your team leader or someone who may be able to mediate. Mediation occurs when a third person listens separately to the other two people’s problems, and then brings them together to try and work out a Page 14 of 25 solution.
CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
There are generally three possible results when trying to solve a people problem. These are: • Win/win – where both disputing people come out feeling they’ve won. • Win/lose – where one person feels they have won the other has lost • Lose/lose – where both disputing people have come out badly.
Developing trust and support in a team To encourage teamwork, we should treat others as we would like them to treat us. Some things we could do to encourage trust are: • Shake hands if appropriate and smile at the person with whom you are working. • Offer help and encouragement. • Encourage trust and openness between team members. Listen attentively. • Include all team members in activities. It can be useful to spend some ‘social’ time together, for example tea breaks or lunchtimes. • Do your best. Co-operate with team members. • Be constructive in criticism. Criticise their ideas, not the person, and talk tactfully about how things could be improved. • Value each team member’s different experiences and skills. • Make new team members feel welcome and part of the team so they feel valued and quickly become productive.
Developmental opportunities The team leader may suggest ways the team can be developed and the following are some examples: • Discuss career pathways • In house training programs • New apprenticeships • Job rotation • Mentoring
Turn to the back of the Book to complete Learning Task 4 Interpersonal skills in the workplace Employees need more to be more than skilled workers. They need also to be skilled communicators who can be effective team members. In the cleaning industry you interact with clients and colleagues on a regular basis. There will be aPage constant flow of information to and from your work area. 15 of 25 It’s a competitive industry out there. Employers have a lot of choice and the CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
communication and interpersonal skills you learn in this unit will provide the basics you need to be a useful and effective team member. Key points to remember are: • Take care of your appearance • Face the person you are speaking to • Look the person you are speaking to in the eye • Smile and establish good rapport (relations) • Listen attentively • Address the client or colleague by name (whenever possible) • Ask questions within the topic of conversation • React immediately to a query or complaint from a client or colleague.
The importance of co-operation in a team Co-operation brings many benefits. When people co-operate to achieve common goals they urge each other on to higher levels of accomplishment. It also builds and reinforces recognition and mutual support within a team. This leads to a commitment to the team’s goals. The attitudes of the team members and team leader are very important to the way the team will function. Be positive, cooperative and professional in your approach. The way a team operates can be viewed like this:
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CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
Monitor and review team performance The team is required to develop processes for monitoring and reviewing the team’s performance. The purpose of this is to assess how well the work is being done: Is it good enough? How can it be improved? This process should be carried out on a constant basis and should involve the co-operation of all the team members. The method used to monitor and review the team performance can vary from an informal process, right through to a very formal process. Here are some examples: • The team might meet and have some discussion. The meeting might be quite casual or perhaps there will be a proper agenda and minutes. • The supervisor might observe and talk to employees on a one-to-one basis. • Check lists for measuring the level of performance can be developed. The more experienced the team becomes at performing their work duties, the more ways they will see and find improvement. By constantly monitoring and reviewing the situation, the team not only finds ways to improve but will make their job easier. Any information or suggestions on performance should be forwarded to the supervisor/manager or client.
Turn to the back of the Book to complete Learning Task 5
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CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
Learning Tasks
CPPCLO3039A Support leadership in the workplace Student Name: Student Number: Assessor: Date:
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CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
Questions Note: These questions can also be answered verbally with your Assessor.
Learning Task 1 Give a list of the qualities of a good leader and say why each one is important.
List some words used to describe a team.
Learning Task 2 List what you think are the main reasons why customers have chosen to employing the cleaning company you work for.
Why is accurate information important?
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CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
What can happen if the information is not accurate?
Learning Task 3 Listening skills: Firstly revise the section “Improving your listening skills. Describe how it felt when you were being listened to well compared to when you weren’t being listened to well
How did you feel while using good listening skills?
What did your partner think that you did well as a good listener?
In what ways could you further develop your listening skills?
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CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
Learning task 4 What things must you avoid to get on well with your workmates?
What should you do if someone is difficult to get on with?
How would you encourage the team if you were the team leader?
Learning task 5 How can you develop trust and support in a team?
What does constructive criticism mean?
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How can a team attain a high level of accomplishment?
Why is monitoring a team’s performance important?
Student comments:
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CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
CPPCLO3039A - Support leadership in the workplace Assessment record sheet This unit of competency covers the skills and knowledge required to promote a supportive structure and environment that enables effective leadership within the cleaning industry. Elements: 1. Contribute to team effectiveness 2. Provide leadership within the team
Did the Student… Contribute to the development of team plans? Encourage identification and utilisation of the skills and knowledge of team members to enhance team performance?
Satisfactory Yes/No
Date
Ensure team members understand accurately information given using open communication techniques?
Assist in the distribution of company policies and procedures and OH&S requirements?
Assist other team members to achieve team organisational goals and objectives?
Encourage individuals and the work team to participate in relevant development opportunities?
? Assist in the resolution of conflict situations?
Assist in identifying the causes of any work restrictions?
Answer all questions correctly?
Completion of Work book
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CPPCLO3039A - Support leadership in the workplace Industry Skills Training Centre
Yes
No
Verification of Competency: CPPCLO3039A - Support leadership in the workplace Observation
Assessor Name:
Demonstration
Assessor Signature:
Records of training sighted Date:
Discussion and questioning
Third party assessment
Assessor comments:
Students Signature
Date:
I ……………………………………….…………………………………………….… student’s name) certify that all work submitted for this Assessment is my own and any work that has been completed as part of a group has been noted to the Assessor.
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