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SITXHRM003 Lead and Manage People

Introduction

Welcome to the Student Assessment Tasks for SITXHRM003 Lead and manage people. 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 Hospitality Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.

Assessment for this unit

SITXHRM003 Lead and manage people describes the performance outcomes, skills and knowledge required to lead and manage people including in teams and support and encourage their commitment to the organisation. It requires the ability to lead by example and manage performance through effective leadership.

For you to be assessed as competent, you must successfully complete four assessment tasks:

  • Assessment Task 1: Knowledge questions – You must answer all questions correctly.
  • Assessment Task 2: Team planning meeting – You are required to conduct a team meeting involving brainstorm to develop ideas for the case study business.
  • Assessment Task 3: Team work plan project – You are required to develop a team work plan from the notes you took in the previous activity and conduct a training session for a team member.
  • Assessment Task 4: Reward and recognition project – You are required to research and report on reward and recognition schemes that can be implemented for the case study business.

Preparing for assessment

Please read through all of the assessment tasks and related documents carefully before you get started. Ensure that you have everything that you need and seek clarification from your trainer, assessor or workplace supervisor if you have any questions.

Supporting resources: Supporting resources include templates, journals, workbooks and portfolios which can be used to support you in providing evidence of your competence. Your assessor will provide you with these documents before you begin your assessment tasks. For this unit, the supporting resources comprise:

Team Work Plan Template (Assessment Task 2)

Team Work Plan Template (Assessment Task 3)

Once you have read through the assessment tasks and are satisfied that you are clear on the requirements and submission dates, complete and sign a Student Assessment Agreement. Your assessor will countersign the agreement and keep it on file. You will find a Student Assessment Agreement in Appendix B of your Hospitality Works Student User Guide or your RTO will provide you with one.

Remember to check your Hospitality Works Student User Guide for information about:

  • submitting assessments
  • assessment appeals
  • re-assessment guidelines
  • responding to written questions.

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 Hospitality 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.

Assessment information

Information about how you should complete this assessment can be found in Appendix A of the Hospitality 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.

Questions

  1. Describe the importance of each of the following tasks completed by supervisors and managers. Provide a specific example for each.
  2. Decision making
  3. Delegating tasks
  4. Monitoring staff
  5. Planning and organising
  6. For each of the following information, explain why it is important for supervisors and managers to provide this to staff.
  7. organisation performance
  8. changes in organisational policies
  9. marketing information and targets
  10. overall organisational objectives
  11. plans for new equipment
  12. rationale for management decisions
  13. technology updates
  14. training developments
  15. Explain the importance of the following in relation to being part of a work team.
  16. adhering to policies and procedures
  17. cooperative and open communication
  18. understanding the nature and scope of work
  19. forming relationships with others in the workplace and understanding interdependent areas of activity
  20. understanding reporting requirements
  21. Explain how each of the following can assist in developing individuals at work.
  22. change in job responsibilities
  23. external training and professional development
  24. formal promotion
  25. internal training and professional development
  26. opportunity for greater autonomy or responsibility
  1. Describe the key features of the following leadership styles:
  2. Laissez-Faire
  3. Autocratic
  4. Democratic
  5. Describe three ways that open and supportive communication can be established in a workplace.
  6. Describe three characteristics of an effective leader.
  7. Outline three principles of team work.
  8. Outline three characteristics of effective teams.
  9. Outline three benefits of effective team work.
  10. Explain three roles that a team member may assume within a team.
  11. Explain three attributes needed of team members
  12. Explain two different ways that a team can be organised.
  13. Outline three problems that can occur within a team.
  14. Explain how motivation assists in the management of individuals and teams at work.
  15. Identify two theories of motivation and how this applies to managing individuals and teams.
  16. Explain how group dynamics can impact on successful team management.
  17. Describe how each of the following recognition and rewards can assist with effective leadership of staff.
  18. acknowledging individual good performance to the whole team
  19. incentive initiatives
  20. informal acknowledgement
  21. presenting awards
  22. written reports to management
  23. Outline two types of organisational plans and the steps needed to plan each.

Assessment Task 1: Checklist

Student’s name:

Did the student provide a sufficient and clear answer which met the requirements of the assessor marking guide?

Completed successfully?

Comments

Yes

No

Question 1 a

Question 1 b

Question 1 c

Question 1 d

Question 2 a

Question 2 b

Question 2 c

Question 2 d

Question 2 e

Question 2 f

Question 2 g

Question 2 h

Question 3 a

Question 3 b

Question 3 c

Question 3 d

Question 3 e

Question 4 a

Question 4 b

Question 4 c

Question 4 d

Question 4 e

Question 5 a

Question 5 b

Question 5 c

Question 6

Question 7

Question 8

Question 9

Question 10

Question 11

Question 12

Question 13

Question 14

Question 15

Question 16

Question 17

Question 18 a

Question 18 b

Question 18 c

Question 18 d

Question 18 e

Question 19

Task outcome:

¨ Satisfactory

¨ Not satisfactory

Assessor signature:

Assessor name:

Date:

Assessment Task 2: Team planning meeting

Information for students

As the manager for a case study organisation, you are required to conduct a team meeting. At the meeting, the team will brainstorm and develop ideas for activities that can be developed to meet strategic goals and objectives.

You will need access to:

  • your learning resources and other information for reference
  • your Team Work Plan Template
  • space for a meeting
  • roleplay participants.

Ensure that you:

  • review the advice to students regarding responding to written tasks in the Hospitality 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.

Assessment information

Information about how you should complete this assessment can be found in Appendix A of the Hospitality 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.

Activities

Complete the following activities.

Carefully read the following scenario.

You are the manager of a busy café within the Blue Healer Hotel and Spa. Apart from you and the owner, there is a full-time chef named Navneet, two sou chefs, two part-time kitchen porters and casual wait staff employed. The casual wait staff are from the local area and are mostly university students or high school students working part-time shifts. The team is tight knit and work well together. The casual wait staff visit the café socially sometimes and the culture is one of sharing and helping each other out when needed.

The café’s vision is to be the most popular café within the local region renown for it’s amazing local food and service and vibrant atmosphere.

It’s mission is to grow the café and it’s popularity by strong leadership, sound communication and the provision of a clear strategic direction that ensures it’s a great place for staff to work; it provides food and beverages that the public wants with a focus on local produce and sustainable practices; and it becomes known for its vibe and atmosphere.

Values listed in its Strategic Plan include:

Operating with trust and integrity with each other, as well as with employees and the community.

Customer focus through appreciation of interests and passion for food that is local, healthy and delicious and sustainably sourced.

Camaraderie through recognising the superior strength and efficiencies of good team work

Innovation through best practice and change

Openness and transparency in communicating with our employees, customers and the broader community.

The organisation has adopted three key strategic goals is to improve local interest in the community and not just rely on the hotel guests for revenue, specifically to:

increase local traffic by 25% in the new upcoming financial year

develop and implement a “specials or loyalty” program to use as the basis of weekly advertising in the local area

provide entertainment to encourage people to stay longer.

A key approach to achieve these will be to establish relationships with local talent to provide entertainment and increase advertising locally.

The owner has asked you to develop a team work plan that will include a range of tasks and activities that the café’s staff can carry out over the next twelve months to achieve the key strategic goals and objectives.

In order to develop a plan that will be enthusiastically adopted by the team, you are to conduct a meeting with the staff to inform them of the new key goals, and to workshop innovative ideas they may have that could help the business achieve them. With the participation of the staff, you are to translate their ideas into actions that they will then carry out.

  1. Prepare for a meeting with the team.

The meeting will provide an opportunity for all the café’s employees to contribute to the next stage of the business’s development. You will be collecting ideas about how the team can fulfil the business’s objectives.

You are expected to encourage all team members to be innovative and be constructive in their participation. Keep in mind that this unit’s focus is on teams working in an effective way, and you are being assessed on your ability to encourage and support your colleagues to do this.

Review the case study information and write some notes on your plans for the meeting.

You will know the other meeting participants, so structure the meeting in a way that is appropriate for these people (your classmates). Use appropriate language and social references, too.

Write a statement of what the team’s purpose and long-term objectives are, to take to the meeting with you. This will be just your starting point, though, as these will have to be discussed and accepted by all the meeting’s participants.

As well as leading the meeting, you will be taking notes, and writing up a report afterwards. Review the Team Work Plan Template to order the information you receive at the meeting. How do you want to document the meeting’s proceedings? With a white board, computer and projector, or butcher’s paper?

  1. Write an email to the owner (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should summarise the preparations you have made in activity 1 and set out what you hope to achieve at the meeting.

The text of the email should ask for the date, time, and place of the meeting.

  1. Write an email to your team members (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite and warm) style.

The email’s text should list the café’s three key strategic goals and invite the recipient to a meeting to discuss how the team can achieve these, in particular activities that can be conducted to assist in achieving these goals.

It should summarise the goals of the meeting and its importance and encourage the team members to start thinking of activities appropriate for meeting the team’s goals, and to bring these to the meeting.

Include the date, time, and place of the meeting in the email.

  1. Prepare the room for the meeting.

Check that there is enough seating for all meeting participants. Every participant should be able to see the whiteboard, and the seating should be arranged to encourage a group discussion.

Ensure that all of the physical elements are functioning correctly before the meeting begins.

  1. Conduct the meeting.

Begin the meeting by welcoming the participants and giving a summary of the organisation’s goals and objectives, and how encouraging innovation in the workplace can support these.

Your next step is to establish, and document, the team’s purpose and long-term objectives and how these support the business’s goals and objectives.

You are being asked here to roleplay a Team Leader, leading colleagues in thinking up new ways of doing things, but you are also a student, asking your student colleagues for new ideas and how they can be translated into actions. Your team members will all most probably have a favourite café. Bring this out at the meeting, getting them to look at their own motivations as to what they enjoy, and look at how this could be used to motivate others, as well as their experiences of events (music or social activities) that assisted in increasing interest and support of their favourite eatery.

Also, be aware that the other students at the meeting will be conducting a meeting on the same topic within a short time of you conducting yours. So, try to establish your own meeting leadership style. It should be uniquely yours, and effective. Be conscious that you will be modelling effective meeting leadership throughout the meeting. You should consciously behave as a role model for your colleagues, behaving in a way that encourages team excellence.

Even though you may think that you know what the business should do, being a leader in this meeting means that you are responsible for engaging and motivating the other meeting participants, leading them in collaboration. Not leading them by telling them what to do.

When you have conducted the preliminaries, open the meeting up to ideas that the participants have brought with them. Document the brainstorm on the whiteboard.

Discuss (and record) the ideas the participants give, asking the others for input, looking at it practically, working out what preparation would be necessary, material, personnel, whatever is relevant to carrying the idea to realisation.

While encouraging the team members to find and develop ideas, you are expected to display the following leadership skills:

Act as a positive role model through your performance

Show support for, and commitment to, the business’s strategic goals

Interacting with team members in a positive and professional manner.

Encourage the team members to take responsibility for their own work.

Encourage the team members to develop innovative approaches to their work.

Model and encourage open and supportive communication within the team.

Share information from the wider business environment with the team as appropriate for the situation

Motivate the team members to achieve optimum performance.

During the meeting, you are required to demonstrate effective communication skills including:

Speaking clearly and concisely

Using non-verbal communication to assist with understanding

Asking questions to identify required information

Responding to questions as required

Using active listening techniques to confirm understanding

As you come to the meeting’s conclusion:

Summarise the ideas and activities to have come out of the meeting.

The summary should verify the team’s, and each team member’s, expectations, roles and responsibilities.

Tell the participants that you will lead and support them in meeting the outcomes.

Finish the meeting by thanking the participants and telling them that you will collate the ideas that they have shared and the activities that they have selected to undertake into a team work plan. with each person’s roles and responsibilities clearly set out. Tell the participants when they can expect to have the plan. Give yourself a realistic but challenging time frame for this.

Assessment Task 2: Checklist

Student’s name:

Did the student:

Completed successfully?

Comments

Yes

No

Act as a positive role model to the team members through their performance at the meeting?

Show support for, and commitment to, the strategic goals?

Interact with team members in a positive and professional manner?

Clearly communicate the business’s short, medium and long-term plans and objectives with the team?

Verify each team member’s, expectations, roles and responsibilities?

Encourage the team members to take responsibility for own work?

Encourage the team members to develop innovative approaches to their work?

Model and encourage open and supportive communication within the team?

Seek and share information from the wider business environment with the team.

Seek feedback from the team members?

Motivate the team members to achieve optimum performance?

During the meeting, demonstrate effective communication skills including:

Speaking clearly and concisely

Using non-verbal communication to assist with understanding

Asking questions to identify required information

Responding to questions as required

Using active listening techniques to confirm understanding

Task outcome:

¨ Satisfactory

¨ Not satisfactory

Assessor signature:

Assessor name:

Date:

Assessment Task 3: Team work plan project

Information for students

In this task, you will develop a team work plan from the notes you took in the previous activity.

You will need access to:

  • your learning resources and other information for reference
  • your Team Work Plan Template.

Ensure that you:

  • review the advice to students regarding responding to written tasks in the Hospitality 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.

Assessment information

Information about how you should complete this assessment can be found in Appendix A of the Hospitality 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.

Activities

Complete the following activities.

  1. Develop a team work plan.

Collate the notes that you took during the meeting, adding any points that you may have missed during the meeting. Where you find that some information is missing, use analytical thinking techniques to generate possible solutions, not forgetting that you can seek input from others as required

Use the Team Work Plan Template to list and describe activities that were brought up during the meeting, following each idea through its goals, timeframe, and who is responsible for individual tasks.

Ensure that a team member is clearly responsible for each task, and that specific productivity measures are allocated as outcomes for each idea. Each team member’s responsibilities should be collated so each has a clear understanding of what is expected of them and when.

Save this document as Draft Team Work Plan.

  1. Send an email to the business owner (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should summarise the project from the outset, including what was discussed at the meeting, until the present time.

Describe the attached team work plan, including how it was generated and how it will be monitored.

The email text should also ask if the owner wants any changes made to it before it is sent out to the team members.

The email’s text should also ask for the owner’s authorisation to send the work plan to the rest of the team and delegate the tasks according to the plan

Attach your draft team work plan to the email.

  1. Revise your team work plan.

Update your work plan to reflect the feedback given to you by the owner.

Save this document as Revised Team Work Plan.

  1. Send an email to the owner and your team (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (professional but casual and warm) style.

It should give a short summary of the work plan and ask for their feedback.

Attach your revised team work plan to the email.

  1. Prepare to meet with Tristan.

Identify any barriers to Tristan taking on the tasks and responsibilities that you are going to delegate to them and think through techniques or processes that you could use to overcome them.

You will be required to provide mentoring and coaching to support Tristan. Make sure that you understand the differences between mentoring and coaching to ensure that you can provide both during the meeting.

You will also be required to evaluate the team member’s skills and provide opportunities for their individual development. Think through how you can do this during the meeting.

  1. Meet with Tristan (your assessor).

This meeting will take place at your workstation.

The objective of the meeting is for you to coach and mentor Tristan in how to draft a document in Microsoft Word and email it to you.

First speak to Tristan about the tasks that you intend to delegate to them.

You are required to implement the techniques or processes you have thought of to overcome any barriers that Tristan presents to taking on the job.

When you have gained Tristan’s agreement, evaluate their computer skills by asking them to open up their internet account and then create a new Word document.

Demonstrate how to do this yourself, opening your internet account, creating a new Word document, attach the document to an email and send it. Describe how emails can be sent to a number of people or a group – and that once you receive the email you will access it and then copy the information into the social media platform.

Ask Tristan to demonstrate to you that they can do this. Coach them through the process as necessary.

As part of the mentoring component of this activity, you are required to encourage a trusted, ongoing relationship to form between you. To do this, you should demonstrate effective communication skills including:

Speaking clearly and concisely

Using non-verbal communication to assist with understanding

Asking questions to identify required information

Responding to questions as required

Using active listening techniques to confirm understanding

Before concluding the meeting, ensure that you gain Tristan’s commitment carrying out the tasks that you have assigned him.

Assessment Task 3: Checklist

Student’s name:

Did the student:

Completed successfully?

Comments

Yes

No

Delegate tasks and responsibilities?

Identify barriers to delegation, and implement processes to overcome them?

Evaluate the team member’s skills and provide opportunities for their individual development?

Provide coaching to support Tristan?

Provide mentoring for the person by encouraging a trusting, ongoing relationship to form by demonstrating effective communication skills including:

Speaking clearly and concisely

Using non-verbal communication to assist with understanding

Asking questions to identify required information

Responding to questions as required

Using active listening techniques to confirm understanding

Task outcome:

¨ Satisfactory

¨ Not satisfactory

Assessor signature:

Assessor name:

Date:

Assessment Task 4: Reward and recognition project

Information for students

You are required to research and report on reward and recognition schemes that can be implemented for the case study business.

You will need access to:

  • your learning resources and other information for reference

Ensure that you:

  • review the advice to students regarding responding to written tasks in the Hospitality 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.

Assessment information

Information about how you should complete this assessment can be found in Appendix A of the Hospitality 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.

Activities

Complete the following activities.

Carefully read the following scenario.

After 12 months, data shows that your team has exceeded the percentage increase in the number of new local support for the café, and you have decided to recognise your team for their efforts.

In particular, one of the casual waitstaff, Maggie, took it upon themselves to organise a fund-raising event for their grandparent’s care home and arranged the planning and details of it under your direction and support. This resulted in a regular morning tea outing for seniors and a whole new demographic of customers. You should single her out for a personal reward.

  1. Select reward and recognition schemes

Using the Internet, research both informal and formal staff reward and recognition schemes and make notes on what you find.

The following links will provide some examples.

http://smallbusiness.chron.com/examples-employee-recognition-programs-10883.html

https://www.cultureamp.com/blog/20-employee-recognition-ideas-that-work/

Choose and develop at least five examples that would be appropriate for your team in the case study.

  1. Send an email to the owner (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

The email text should give an evaluation of the team’s performance in terms of the achievement of their goals.

It should introduce and summarise the reward and recognition schemes that you have identified and seek their feedback and approval to move forward with the project.

Indicate which of the schemes you think would be most appropriate for the team as per the scenario and why.

You will be assessed on whether your email addresses the required content as described, as well as the clarity of your email.

The owner will reply to your email with authority to implement one of the schemes that you have selected.

  1. Send an email to the team (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite and warm) style.

It should thank them for their efforts in achieving the strategic goals and give the details of the reward and recognition scheme that you are introducing.

The email should mention Maggie’s efforts and state that she will be the first recipient of a personal reward.

  1. Send an email to Maggie (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite and warm) style.

It should thank her for her efforts and her innovative approach to achieving the strategic goals. Give her the details of the reward that you are awarding her.

Assessment Task 4: Checklist

Student’s name:

Did the student:

Completed successfully?

Comments

Yes

No

Identify and reward individual and team efforts and contributions?

Represent team interests in the wider organisational environment?

Monitor the team’s performance to ensure that progress has been made towards the achievement of business goals?

Provide recognition and rewards for the team’s achievements?

Task outcome:

¨ Satisfactory

¨ Not satisfactory

Assessor signature:

Assessor name:

Date:

Final results record

Student name:

Assessor name:

Date:

Unit name:

Qualification name:

Final assessment results

Task

Type

Result

Satisfactory

Unsatisfactory

Did not submit

Assessment Task 1

Knowledge questions

S

U

DNS

Assessment Task 2

Team planning meeting

S

U

DNS

Assessment Task 3

Team work plan project

S

U

DNS

Assessment Task 4

Reward and recognition 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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