SITXHRM009 Lead and manage people

Assessment overview

This Student Assessment Booklet includes all your tasks for assessment of SITXHRM009 Lead and manage people

About your assessments

This unit requires that you complete 3 assessment tasks. You must complete all tasks to achieve competency for this unit.

Assessment requirements

You will be provided an assessment schedule by your trainer. This will indicate the dates assessments will be undertaken e.g. for practical activities and/ or the dates for assessment submissions e.g. for written work.

Prior to assessment your assessor will provide you information on how to prepare. Ensure you are fully prepared for each assessment task. The resources required for each task are indicated in each task.

If you have identified special learning needs the assessment process and/ or materials may be adjusted to address these requirements. If you feel there is an issue that will impact your performance during an assessment task, it is important to bring this to the attention of your assessor prior to attempting the task.

Read all assessment task information in full.  Contact your assessor to clarify assessment requirements if you are unsure about any aspect of the assessment process or task requirements.

Each assessment task includes a set of instructions that guide you on requirements. Information is also  provided on the assessment context (e.g. where it will be undertaken) and conditions (e.g. closed book).

For performance to be deemed satisfactory in an assessment task, you must satisfactorily address all the assessment criteria. You must satisfactorily complete each assessment task to be deemed competent in this unit.

Submitting assessments

You will be informed the process for submitting any written work and what must be submitted. This information will be supplied with each task. You must submit all work by the due date. Failure to do so may count as a submission attempt.

Complete the Student declaration section of the Assessment Cover Sheet that is supplied with each assessment task. Submit this to the assessor along with your work. Retain a copy of all work submitted for each assessment task.

Academic conduct

Cheating, plagiarism and unauthorised collusion in any form during assessments will result in the assessment submission being invalidated.

Assessment feedback

You will be provided feedback on performance on completion of the task. The feedback will be provided in the Assessment Cover Sheet and will indicate if you have satisfactorily addressed all the assessment criteria and  indicate the assessment result as S – Satisfactory or U - Unsatisfactory. Assessors will discuss your performance in each task when providing feedback.

Assessment resubmissions

If you fail to demonstrate satisfactory performance in an assessment task you will be provided another 2 opportunities to address the assessment criteria. The assessor will arrange this with you.

Accepting the assessment result

Once the assessor has provided written and verbal feedback, you are required to complete the Accepting assessment result section of the Assessment Cover Sheet.

Assessment appeals

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

Tips for submitting written work

Assessment questions, report briefs and project instructions include words that guide you on the expected level of response. The information below is a guide on the expected level and type of response required by questions and instructions that include the highlighted words below.

Note that the following guidance is the minimum level of response required.

List Identify information in a list format. A short response is required e.g. a list of food items required for a menu.

Identify Similar to list. A short response is required e.g. identify 3 types of cheese.

Outline A brief response of 1 or 2 sentences is required that includes a brief overview of the main parts/ aspects of the question subject.

Summarise A brief response of 1 or 2 sentences is required that includes a brief overview of the main parts/ aspects of the question subject.

Describe This requires a more comprehensive response than outline or summarise. When describing something you provide more detailed information of the question subject. You may be often asked to describe  processes or aspects/ features or qualities of the question subject.  Expected responses will be between 3 to 4 sentences in length.

Explain When explaining something you provide detailed information on the question subject. You may be asked to explain reasons justifying why you would complete processes in a certain order or why something happened. Expected responses will be between 3 to 4 sentences in length.

Analyse When responding to questions asking you to analyse something, you should identify key aspects or features of the subject. Expected responses will be between 3 to 4 sentences in length.

Quick summary of assessment process

.     Review task requirements to identify assessment criteria and task requirements.

.    Clarify anything you don’t understand with your assessor.

.     Ensure you are fully prepared to undertake the task.

.    Complete the Assessment Agreement.  Provide this to your assessor prior to attempting assessment task 1.

.    Complete the Assessment Task Cover Sheet and submit to you assessor at the commencement of a task that is observed by your assessor or when submitting written work.

.     Undertake the task in accordance with task requirements.

.    Your assessor will provide written feedback in the Assessment Task Cover Sheet and discuss this with you.

.     If required identify and confirm part of the task that must be resubmitted and confirm your understanding of requirements with the assessor.

.    Complete the Student Declaration – Acceptance of assessment result section of the Assessment Task Cover Sheet.  Keep a copy of the feedback provided in the Assessment Task Cover Sheet.

Assessment Task 1: Written questions

TASK SUMMARY

You are to answer all written questions.

RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK

Access to textbooks and other learning materials.

Access to a computer, printer, Internet and email software (if required).

WHEN AND WHERE DO I NEED TO COMPLETE THIS TASK?

This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).

Your assessor will provide you with the due date for this assessment.

WHAT DO I NEED TO SUBMIT?

Your answers to each question in this task.

INSTRUCTIONS

You must answer all questions in this task correctly.

You must answer the questions by typing your answers in Microsoft Word or a similar program – your

assessor will advise as to whether you must email them your completed assessment, submit the file on a USB drive or hand in a hard copy.

QUESTION

a)   Describe three ways a manager/supervisor/team leader might identify a quality problem or issue with a product or service in their workplace?

b)   What are the six steps in an accepted problem-solving model?

c)   Describe five examples of workplace problems that have an operational and/or customer service impact?

QUESTION

a)   Provide three strategies managers/supervisors/team leaders can use to optimise the chance of finding out from colleagues about ways to improve workplace efficiency and service levels.

d)   Describe three ways managers/supervisors/team leaders can monitor efficiency and quality of service levels through a service session.

QUESTION

Name three ways a supervisor/team leader can provide staff and managers with information that could help with their future planning for the business.

QUESTION

Explain how managers/supervisors/team leaders can ensure their day-to-day workplace activities assist the business achieve its organisational goals.

QUESTION

List three ways supervisors can learn about current and emerging trends which might present opportunities for their business/department/team?

QUESTION

Outline one staff development consideration for each of the following:

a)   a change in job responsibilities

b)   arranging external training and professional development

c)   the team member has been promoted into a new position

d)   arranging internal training and professional development

e)   providing opportunities for greater autonomy or responsibility

QUESTION

Describe three important things to consider when delegating tasks to team members.

QUESTION

Read the case study and answer the following questions.

a)   Jeff has data indicating that a problem with service and waiting times exists. Give four examples of the monitoring he might have done to obtain this data to become aware of the issue.

e)   How might Jeff have determined there was a decline in sales and patron numbers?

f)    What are three techniques Jeff might use to share the information he has about the looming problem?

g)   Identify three pieces of information about the issue Jeff could/should share with the team.

h)   How might Jeff challenge the suggestion that all he needs to do to improve things is hire more staff?

i)    What are three examples of critical thinking techniques Jeff could suggest to his team to encourage them to generate fresh ideas to address the identified problematic situation?

j)    List three actions Jeff could take to support individual staff members to improve their service times.

QUESTION

a)   Name five things that determine the overall planning and organisation of work in different sectors of the hospitality industry?

k)   For each of the following services name three factors that influence the way work needs to be organised/planned for the upcoming session:

Housekeeping

Front office

Kitchen

Dining room

QUESTION

a)   Describe the leadership and management roles applicable to your hospitality industry sector.

l)    What are the roles and functions of a supervisor?

QUESTION

a)   What is the difference between a ‘programmed’ decision and a ‘non-programmed’ decision?

m)  Name three ways ‘programmed’ decisions help resolve typical workplace issues.

QUESTION

a)   As a manager list two industrial/legislative issues that affect how you plan/organise work for employees.

n)   Describe three workplace health and safety procedures that a manager must ensure are in place and being implemented to protect the health and safety of all employees.

QUESTION

As the manager/supervisor or team leader in hospitality services, it is important that you are aware of specific service information relevant to customers. List five important facilities/promotions/service options that all employees must be aware of to inform. customers.

QUESTION

What are six things you can do to act as a positive role model for people you lead and manage?

QUESTION

What are six things you can do to show support for and commitment to organisational goals when leading and managing people?

QUESTION

What are six ways a workplace leader can treat people/workers with integrity, respect and/or empathy?

QUESTION

Give five examples of plans and objectives that may need to be communicated to teams.

QUESTION

a)   What are three innovative approaches work teams might be encouraged to take by team leaders?

o)   Describe three ways team leaders might encourage teams to develop innovative approaches at work?

QUESTION

Describe three ways in which leaders/supervisors can model and encourage open and supportive communication within their teams.

QUESTION

a)   What are six examples of information that team leaders should seek from the wider organisation to share with their teams?

p)   Describe three ways team leaders/supervisors might obtain information from the wider organisation to share with their teams.

q)   What are three ways team leaders/supervisors might share information from the wider organisation with their teams?

r)    Give two examples of how team leader/supervisors might represent the team and communicate their interests, needs and ideas to the wider environment

QUESTION

a)   What are three things team leaders/supervisors should seek feedback from their teams about as part of developing team commitment and cooperation?

b)   What are three keys to seeking feedback from teams as part of developing team commitment and cooperation?

QUESTION

List two benefits of using presenting awards to reward good performance/ achievement of individual staff.

QUESTION

What are three ways a team leader/supervisor might provide recognition and reward for team achievements?

QUESTION

a)   What is the name given to the leadership style that expects workers to follow the rules, display a formal work attitude and respect the chain-of-command?

c)   Briefly describe the ‘laissez faire’ style of leadership.

s)   What is the name given to the leadership style that is an authoritarian style based on telling employees what to do using threats and punishments to achieve results?

t)    Briefly describe the ‘democratic’ style of leadership.

QUESTION

What are six characteristics of effective leadership?

QUESTION

a)   Describe six characteristics of effective teams.

u)   What are four roles and attributes of effective team members?

v)   What are five common potential team problems?

w)  What are five practical ways to improve workplace team dynamics?

x)   Describe the benefits of effective teamwork.

QUESTION

How does motivation assist when leading and managing people?

QUESTION

a)   Briefly explain Maslow’s Hierarchy of needs motivation theory.

y)   What are the three categories identified by Alderfer’s ERG theory of motivation?

a)   Herzberg developed the ‘Two factor theory of motivation’: what are the two factors?

QUESTION

a)   Outline two factors a manager of a restaurant should consider when informing staff of plans to implement new cash registers.

QUESTION

Outline how developments in training methodologies should be considered when training restaurant staff.

QUESTION

Outline two factors to be considered by a manager when implementing changes to expectations, roles and responsibilities of team members in policies and procedures.

QUESTION

Provide one example of why it’s important to inform. new team members on job roles, responsibilities and expectations for each of the following:

a)   importance of adhering to restaurant policies and procedures

b)   practices for cooperative and open communication

c)   nature and scope of work for their job role

d)   interdependent areas of activity within the restaurant

e)   importance of effective relationships with others in the workplace

f)    reporting requirement for their job role