Student Assessment Task Sitxhrm003

STUDENTASSESSMENT TASKS
SITXHRM003
Lead and Manage People
Student Name: _________________________________________
Date: / / 20 .
Contents
Introduction...............................................................................................................................................3
Assessment for this unit............................................................................................................................3
Preparing for assessment..........................................................................................................................3
Assessment Task 1: Knowledge questions.................................................................................................4
Information for students.......................................................................................................................4
Questions...............................................................................................................................................5
Assessment Task 1: Checklist.................................................................................................................7
Assessment Task 2: Team planning meeting.............................................................................................9
Information for students.......................................................................................................................9
Activities.............................................................................................................................................. 10
Assessment Task 2: Checklist...............................................................................................................14
Assessment Task 3: Team work plan project...........................................................................................16
Information for students.....................................................................................................................16
Activities.............................................................................................................................................. 17
Assessment Task 4: Reward and recognition project..............................................................................20
Information for students.....................................................................................................................20
Activities.............................................................................................................................................. 21
Final results record..................................................................................................................................24
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Assessment Tasksfor SITXHRM003| v1.1 | Last reviewed: October 2021|Not controlled when printed Page 2 of41
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 countersignthe
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  re-assessment guidelines
 assessment appeals  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.
i 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.
a. Decision making
Selecting the greatest option out of all the available options

For instance, assigning tasks to workers
b. Delegating tasks
To reduce management's workload and provide tasks in line with each

employee's skills
For instance, the team leader conducts observations rather than the manager.
c. Monitoring staff
 To recognise a worker's problems and comprehend their performance.

For instance, the manager needs to decide whether they are experiencing
problems or not.
d. Planning and organising
It supports the manager's efforts to streamline and organise the activities.

The manager could, for instance, make a list of assignments to finish one
at a time.
2. For each of the following information, explain why it is important for supervisors and managers to
provide this to staff.
a. organisation performance
It arouses the worker and promotes future growth.

b. changes in organisational policies
Because of the partners' interest and the available time, it is crucial to

implement the new adjustments.
c. marketing information and targets
Staff members can use it to fully understand the objectives and complexities
of the showcasing.
d. overall organisational objectives
What Bought to be the ways and execution of the staffs can be

replied by the authoritative targets
e. plans for new equipment
Staffs might have the intricacies to do the assignment because of the old
hard ware with the goal that it ought to be planed for new one.
f. rationale for management decisions
It is great or not is replied on the off chance that there is reasoning

for the executives choices
g. technology updates
It should be aware on the latest technological developments because it

could result in a mistake or technological troubles during the work or
task.
h. training developments
Staff may experience issues that affect their performance; therefore training
developments can help them in the best way possible.
3. Explain the importance of the following in relation to being part of a work team.
a. adhering to policies and procedures
It can foster a welcoming climate where teams can work together to achieve
common objectives.
b. cooperative and open communication
Due to open communication, an organisation's team members' tendency to

share might result in cooperation and collaboration.
c. understanding the nature and scope of work
Work team members should be aware of the diverse natures and scope of
the work in order to improve performance.
d. forming relationships with others in the workplace and understanding interdependent areas of
activity
The formation of relationships with others in the work place can make
the work easy and interesting to do and those activities with
interdependency areas can build the situation of cooperation and
coordination in organization.
e. understanding reporting requirements
The reporting activities can be fruitful and it can give the result of best
report of the stakeholders as a base for the decision making.
4. Explain how each of the following can assist in developing individuals at work.
a. change in job responsibilities
They can develop their ability to appropriately perform other tasks by

drawing on their experiences from various fields of employment.
b. external training and professional development
To improve performance, it is vital to set up external training and

professional development as a motivator and input for the individuals.
c. formal promotion
The individuals can feel encouraged and created a will power to do best.
d. internal training and professional development
The well and easy handling of work can be possible through the internal
training and professional development.
e. opportunity for greater autonomy or responsibility
 If the possibilities are given, they can have the chance to work in the
capacity and capacity they desire.
5. Describe the key features of the following leadership styles:
a. Laissez-Faire
A. Involves giving people a job and a possible

direction and letting
B. them do it themselves.
C. Involves giving people a job and a possible
D. them do it themselves.
E. Involves giving people a job and a possible
F. them do it themselves.
G. Involves giving people a job and a possible

H. them do it themselves.
I . Involves giving people a job and a possible
J. them do it themselves.
b. Autocratic
Totalitarian leadership, sometimes known as dictatorship, is an authoritative

style characterised by individual control over all decisions and minimal group
participation. Pioneers that use this management style frequently make choices
based on their ideas and judgements and very infrequently acknowledge advice
from followers.
c. Democratic
Individuals from the gathering take a more active role in the dynamic
cycle when majority rule administration, also known as participative
initiative or shared authority, is used.
6. Describe three ways that open and supportive communication can be established in a workplace.
• Openness to new ideas

• Respect for other team members' ideas
• Trust between team members.
7. Describe three characteristics of an effective leader.
 Power to Persuade Others
 Value integrity and ethics
 Transparency
8. Outline three principles of team work.
 Effective teamwork and communication
 Resource allocation that is efficient
 A pro-diversity and pro-equality stance
9. Outline three characteristics of effective teams.
 Common objective
 Mutual responsibility
 Honest and open dialogue
10. Outline three benefits of effective team work.
 Fosters Creativity and Learning
 Teaches Conflict Resolution Skills
 Encourages Healthy Risk-Taking
11. Explain three roles that a team member may assume within a team.
 Coordinator
 Team Worker
 Resource Investigator
12. Explain three attributes needed of team members
• They lend one another support.
• They concentrate on the organisation's objectives and results.
• They work well as a team and communicate effectively.
13. Explain two different ways that a team can be organised.
• Making a list of tasks the group will complete to achieve its goals
• Identify common goals and ask team members to work together to achieve
them.
14. Outline three problems that can occur within a team.
 Conflict and tension
 Lack of transparency
 Poor change management
15. Explain how motivation assists in the management of individuals and teams at work.
The inspiration can be a tool to help with group and individual management
at work because it tends to be possible to motivate people to get the job
done and what might be the support after achieving the association's goals.
The only practical means of developing in them a strong, optimistic attitude
is through inspiration
16. Identify two theories of motivation and how this applies to managing individuals and teams.
Maslow's hierarchy of needs: There is a progressive system of

requirements that persuades people in order to meet their wants,
hence needs are the primary factor in inspiring people.
For this hypothesis, Hertzberg's two variables have been classified

into the categories of cleanliness factors and persuasive factors.
Without a hint of one variable, it frequently tends to be imagined
for the benefit of the populace.
17. Explain how group dynamics can impact on successful team management.
Group dynamics can either be favourable or unfavourable, thus if the former

are present, it may lead to effective team management. This is due to the
fact that supportive group dynamics can aid members in absorbing positive
criticism and supporting team management by serving as an example of good
behaviour
18. Describe how each of the following recognition and rewards can assist with effective leadership of staff.
a. acknowledging individual good performance to the whole team
It creates the positive views in them since they think that their
performances are being respected with leaders
b. incentive initiatives
It increases the effectiveness and efficiency of the ability to lead.
c. informal acknowledgement
It builds the collaboration and coordination with proper behaviours

d. presenting awards
It promotes respect for the leadership and helps to motivate the people.
e. written reports to management
The positive performance can be in written reports which lead to

positive environment.
19. Outline two types of organisational plans and the steps needed to plan each.
There are many other styles of planning, and the following two are
explored in more detail:
 Strategic planning: This process covers every resource required to reach

long-term objectives. Usually, it lasts between one and five years.
Predictable and unforeseen occurrences, as well as how to respond to
each, are all taken into account in a well-thought-out strategic plan.
 Tactical planning comprises involvement and implementation specifics for

achieving strategic goals. (a separate document). Furthermore, the time
frames for tactical preparation are typically constrained. (less than one
year).
Assessment Task 1: Checklist

Student’s name:
Did the student provide a Completed

sufficient and clear answer successfully? Comments
which met the requirements
of the assessor marking Yes No
guide?
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

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
 how your assessment should be submitted.
template is provided in Appendix B of the Student User Guide. However, if your RTO has
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?
2. 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.
Dear sir/ MAM

Greeting this letter is in response to our team members
Intension for a meeting already entered the meeting plan
object and long team
Object helping with this would like to request that you
confirm and dabble
Appreciate your team and i hope to hear from
3. 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.
• Dear team members,
• Hello, I hope all is fine. I'd
like to remind everyone
that there will be a
meeting. As I indicated
earlier, I hope you share
my
Enthusiasm for this endeavour.
I'm writing to remind you that
you were invited to a
conference. The meeting's
purpose is to talk about our
organization's priorities and
ambitions. Following is a list of
the time and location: Team
meeting:
• Time: FRIDAY APRIL 7, 2023

• Time: 10.30 am – 1.30 pm
• Location: Meeting hall
•
4. 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.
5. 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 role-play 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.
• Dear meeting participants,
• Introduction
• Reason for the meeting
• Through a solid policy, solid leadership, effective
communication, and the supply of a clear strategic
direction that makes it a great
place for people to work, Blue Healer Hotel and Spa hopes to
increase the café's appeal.
• Details about our company
• a bustling café.
• aims and priorities for our organisation
• The organization's goal for the upcoming fiscal
year is a 25% increase in local traffic. Create and
implement a "specials or
loyalty" programme for the following year to serve as the
foundation for weekly local advertising. Additionally, offer
entertainment to entice guests to remain longer.
• Measures of an association's success

include:
• Discovering its purpose

• Exchanging information,
• Identifying the team's goals
• And recognising the importance of
what it is that it is doing
•
• Goals of the teams
• Defining the necessary skills
• Hiring the right people in the right sequence
• Recognising management
• Recognising the work at hand
• And developing a successful team
• Long term objectives of our organisation

 defining the necessary skills,
 hiring the right people in the right sequence,
 recognising management, recognising the work at
hand, and developing a successful team.
• Conclusion
In conclusion, the purpose of the debate is
to motivate all participants to strive hard for
our organization's objectives. All of our
members must be dependable and
accountable. We look forward to your
complete support and participation in
helping us flourish. I sincerely appreciate

your attendance.

Student’s name:
Completed
successfully? Comments
Did the student: 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:
 Using non-verbal communication to

assist with understanding
 Asking questions to identify required

information
 Using active listening techniques to

confirm understanding
Assessor signature:
Assessor name:
Date:
Assessment Task 3: Team work plan project

In this task, you will develop a team work plan from the notes you took in the previous activity.
 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
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.
• A work plan is an important tool that helps a project

to assign tasks, manage workflow and track the
various components and milestone deadlines.
Implementing work plans helps articulate strategies to
employees in a way to improve team member focus and
drive.
• Define Goals and objectives: Without clear goals
and objectives, team members blindly work on
tasks without purpose. The first thing a work plan
does is to define the goals of the project and the
key objectives that the projects will achieve.
• Organize Teams and leadership: Once the objectives
are established, people are then assigned to teams or
tasks. There may be different structures
involved in the work plan that include
hierarchy levels as well as interdependent
team levels.
• Establish Project Timelines: An old business adage is
‘time is money”. When it comes to project
management, this adage holds true in developing work
plans. The longer it takes to finish a project, the more it
costs in and materials.
•
• Chance is most of us simply accepting the deadline
that we are given. It’s important to consider it
properly before agreeing to it.
• Evaluate what’s required: We need to understand
exactly what the task involves. Business
requirements analysis and work breakdown
structure to identify and map out what work needs
to be done
• Allow for problems: Things don’t always go to plan, so
it’s wise to think about potential problems. For
examples, how would equipment failure or an
unexpectedly urgent and important competing task
affect our plans.
Plan Detail: A good approach is often to break tasks down into

small
components and to create for each one. The ability to see
how we are progressing can be very motivating.
Techniques and activities to create effective solutions:
The problems that might occur for teams when it
comes to communication, resolving
business- critical issues, or challenges around growth, design or
development. Problem solving activities are primarily designed to
help a group or team through a process of first identifying
problems and challenges, ideating on possible solutions.
Mind-spin: brainstorming is a part of the solving
process and all problems solving strategies benefit from
getting ideas out and challenging a team to generate
solutions quickly.
Improve Solutions: A team has successfully identified a
problem and come up with a few solutions; it can be
attempting to call the work of the problem- solving
process complete.
Four step sketches: Creative thinking and visual
ideation doesn’t need to be confined to the opening
stages of our problems solving strategies.
Team member’s responsibilities

Team members help customer find desires good and services. Make purchase
recommendations and explain the benefits of the goods or services
Explain the function and purpose of merchandise in an informative and

persuasive manner to capture curiosity and increase interest in buying, and
demonstrate operations or use of items when applicable
Maintain knowledge of promotions, sales and company policies
about exchange,
payment and returns, and inform customer when helpful or necessary
Communicate with customers about their wants and needs.
2. Send an email to the business owner (your assessor).

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.
Dear sir,
• Please refer to the teamwork strategy
that is attached. After
• meeting with every staff member
• who would work on this project, I put
this together. The following
• are some of the actions that are part of
this teamwork plan:
• Situation analysis, first
• 2. Team goals
• 3. Team ideals
• 4. Choosing goals
• It was created by combining all
• of the ideas that the members
contributed during a meeting,
• and it will be monitored on a weekly
basis to ensure that everyone is
aware of their roles and duties.
Additionally, I'd want to invite the
general manager to contribute if
he so chooses. I request that you
forward the work plan's authorisation
to work plan to rest of the team
• Thank you
• Kind regards
BALREET SINGH DHINDSA
3. 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.
•
Revise Team Work Plan
Team members perform tasks
aimlessly and blindly. The first thing
a work plan does is lay out the
project's purpose and the
main goals it will try to accomplish.
Workers are able to carry out work duties in
support of goal achievement once these items have
been identified.
• This is going to Give every
association employee a chance to
participate in the organization's
development at the following
stages:
• Mentoring programmes, business
knowledge
• or membership that is free or significantly
cheap
• Practice-related research
4. Send an email to the owner and your team (your assessor).

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.
• Dear sir/members team,

• Please find the updated team work
plan with all the tasks we will do to
meet the company's goal in a year
attached. Any
Suggestions are appreciated, and
we'll do our best to take them into consideration.
Keep in mind that we are a terrific team and that
your excitement and final product are greatly
appreciated.
• Thank you
• Kind regards
BALREET SINGH DHINDSA
5. 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.
• The Tristan is responsible for

maintaining equipment and
materials, and for ensuring
adequate stock levels of
consumables. We will ensure the
appearance of trees, shrubs, flowers
and lawns, and keep the grounds free
from harmful insects.
• Coaching is the process of learning
from experience. It is based upon self-
awareness, planning plus self-
assessment, which is stimulated and
support by the coach. Coaching helps
people follow policies and procedures,
understand
the requirements of their job and set
objectives after their performance review.
• Task focused on team skills
• Organizing and planning skills
• Decision making
• Problem solving The team
members’ skills and providing
opportunities for their individual
development:
• Ensure that each person truly understand
their role
• Provide training and development tools
• Step away and let them do their job
• Meet with team members regularly to
discuss goals
Game plan for their growth
6. 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:
 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 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.
Student’s name: BALREET SINGH DHINDSA
Completed
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:
 Using non-verbal communication to

assist with understanding
 Asking questions to identify required

information
 Using active listening techniques to

confirm understanding
Assessor signature:
Assessor name:
Date:
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.
Ensure that you:
 review the advice to students regarding responding to written tasks in the Hospitality Works Student User
Guide
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.
• Reward and recognition schemes

• Giving Free Vacations:
• If we look for the trends in the top 100
companies list, this the one of the most common
and popular schemes. Companies such as
Ultimate Software, the developer of people-
management software suchas Quicken Loans
treats workers to a free vacation every two
years.
• Primo Parking
• If your workplace reserves prime
parking spots for the executives, then it can
be used as an employee reward scheme too.
You can use this reward scheme to leverage
employees to adopt environment- friendly
commuting methods like carpooling and so.
• Big Money Incentives
• Hilltop Energy Company promised
staff in 2010 that if the company doubles its
production rate and reserves by 2015, every
employee will get a check for $100,000. An
earlier met goal rewarded 400employees with
$50,000 toward a new car
• Reloadable Gift Cards
• Producers Assistance Corporation, in
an attempt to refresh their safety program,
chose reloadable gift cards as an incentive.
Here’s how it works: when an employee takes
an action, like attending a safety meeting,
points are loaded onto their card. The lure of
point collecting (and spending)
has focused employees back on doing the right
thing to be safe. After a 6- month trial,
participation had more than doubled and there
was a significant decline in the incident rate.
•
•
• Taking Care Of The Family
• Google – Surely, you’ve heard all about
Google’s outdoor sports facilities, free food and
more, but there’s another perk that should be
noted. If a U.S. employee passes away while
working for the tech giant, the employee’s
spouse or domestic partner receives 50% of the
deceased’s salary, no matter how long or short
his tenure, every year for the next decade.
• Keeping Employees Healthy
• At JM Family Enterprises, health and
wellness centres staffed by doctors, nurses,
and other healthcare professionals now
function at eight locations of this Toyota
distributor, providing primary care, wellness
exams, complete physicals, vaccines, and lab
tests at little to no cost to employees
• Celebrate Work Anniversaries
• Celebrating employee milestones like
their work anniversaries is a great way to
acknowledge your employees. Most of the times,
employees tend to forget how far they have
come in their professional lives while remaining
busy with their work. However, surprising them
with an anniversary present or throwing them a
small party at the workplace will, sure enough,
do
the job here. The job of instilling the thought of
how important they’re and how much their
work has helped in business growth.
2. Send an email to the owner (your assessor).

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

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

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.
Student’s name: BALREET KAUR DHINDSA
Completed
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?
Assessor signature:
Assessor name:
Date:
Final results record
Student name:
Assessor name:
Date:
Unit name:
Qualification name:
Final assessment results
Result
Did not
Task Type Satisfactory Unsatisfactory 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
Reward and recognition

Assessment Task 4 S U DNS
project
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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STUDENTASSESSMENT TASKS

Student Name: _________________________________________

Assessment for this unit............................................................................................................................3

Preparing for assessment..........................................................................................................................3

Assessment Task 1: Knowledge questions.................................................................................................4

Information for students.......................................................................................................................4

Assessment Task 1: Checklist.................................................................................................................7

Assessment Task 2: Team planning meeting.............................................................................................9

Information for students.......................................................................................................................9

Assessment Task 2: Checklist...............................................................................................................14

Assessment Task 3: Team work plan project...........................................................................................16

Information for students.....................................................................................................................16

Assessment Task 3: Checklist...............................................................................................................19

Assessment Task 4: Reward and recognition project..............................................................................20

Information for students.....................................................................................................................20

Assessment Task 4: Checklist...............................................................................................................23

Final results record..................................................................................................................................24

Assessment for this unit

Preparing for assessment

Assessment Task 1: Knowledge questions

 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.

 where this task should be completed

 the maximum time allowed for completing this assessment task

 whether or not this task is open-book.

Selecting the greatest option out of all the available options

To reduce management's workload and provide tasks in line with each

 To recognise a worker's problems and comprehend their performance.

It supports the manager's efforts to streamline and organise the activities.

It arouses the worker and promotes future growth.

Because of the partners' interest and the available time, it is crucial to

What Bought to be the ways and execution of the staffs can be

It is great or not is replied on the off chance that there is reasoning

It should be aware on the latest technological developments because it

a. adhering to policies and procedures

Due to open communication, an organisation's team members' tendency to

e. understanding reporting requirements

a. change in job responsibilities

They can develop their ability to appropriately perform other tasks by

To improve performance, it is vital to set up external training and

d. internal training and professional development

e. opportunity for greater autonomy or responsibility

5. Describe the key features of the following leadership styles:

A. Involves giving people a job and a possible

G. Involves giving people a job and a possible

Totalitarian leadership, sometimes known as dictatorship, is an authoritative

• Openness to new ideas

7. Describe three characteristics of an effective leader.

 Power to Persuade Others

8. Outline three principles of team work.

 Effective teamwork and communication

 Resource allocation that is efficient

 A pro-diversity and pro-equality stance

9. Outline three characteristics of effective teams.

 Honest and open dialogue