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Hospitality Works is a subdivison of RTO Works. It is a suite of training and assessment resources developed for the Hospitality Industry.

About this Student Logbook

This Student Logbook is where you will record evidence of the knowledge and skills you have developed during your training for this unit. It also serves as a handy reference guide on what you need to do during your assessment and how you should go about doing it.

Student details section

Fill in the table below:

Student name: __________________________________________________________________ Name of RTO: ­­­­­­­­­­­­­­­­ __________________________________________________________________ Trainer/assessor name: __________________________________________________________________ If this workbook is found, please contact me to return it using the details below:

Completing your reflective reports

You are expected to complete a reflective report for each of the eight scenarios described in the Student Assessment Guide for this unit. A template has been provided for each report. Each report follows a similar format – it begins with a series of questions and then asks you to reflect on your experiences. Try to think about the highlights of each scenario when you are writing your reflection. You might also find the following questions useful:

• What skills and techniques did I use?
• What policies and procedures did I follow?
• How did I ensure efficiency, safety and quality?
• How did I ensure that my team met quality standards?
• What did I learn during the service and how might I apply it in future?
• What might I do differently next time?

At the end of each template, you will find a supervisor endorsement.

Supervisor declaration

Your workplace supervisor’s feedback forms an important part of the assessment process and it is essential you have your supervisor complete their section of each of your reflective reports and fill in the supervisor declaration after the summary section. Keep in mind that, if you are completing your assessment in your RTO’s training kitchen, your trainer will be your workplace supervisor and should endorse your journal. Without their endorsement, your Logbook will be incomplete and it is likely to be returned to you for resubmission.

Logbook summary

There are a number of requirements you must fulfil within your assessment process, so a Logbook Summary has been provided. Make sure you keep this section up to date – it will help you keep track of any outstanding requirements.

What do I need to demonstrate?

During your assessment for this unit, you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include:

• monitoring and improving workplace operations by:
  • monitoring the efficiency of your team
  • monitoring your team’s service levels
  • monitoring the achievement of your organisation’s goals
  • monitoring the achievement of your organisation’s quality assurance standards
  • identifying quality problems and issues and making appropriate adjustments to procedures
  • proactively consulting with colleagues about ways to improve efficiency and service levels
  • exploring potential for new technologies and other innovations in improving efficiency and service levels
  • providing feedback to colleagues and management
  • identifying and evaluating current and emerging industry trends and practices and applying them to your own work situation
  • improving sustainability of day-to-day operations
• planning and organising workflow by:
  • assessing current workloads
  • scheduling work to maximise efficiency and customer service
  • operating within budgetary constraints
  • delegating work according to delegation principles
  • assessing workflow and progress against agreed objectives
  • providing colleagues with feedback and coaching to prioritise workload
  • providing feedback to management regarding staffing needs
• monitoring and supporting team members by:
  • monitoring team and individual performances
  • sharing information, knowledge and experiences with team members
  • challenging and testing ideas within the team
  • providing feedback, coaching and support
  • completing and submitting records
• solving problems and making decisions by:
  • identifying and analysing workplace problems (operational and customer service)
  • initiating short-term resolutions
  • analysing problems for long-term impacts and potential solutions
  • encouraging team member participation in problem resolution
  • follow-up on effectiveness of solutions.

Tips for completing this logbook

• Read through your logbook (and your SITHKOP005 assessment) before you get started and make sure that you understand what you need to do. If you are unsure, speak to your assessor and/or workplace supervisor.
• Stay up to date! Complete a logbook entry at the end of each service period and ask your supervisor to do the same. Providing organised, complete evidence forms part of your assessment.
• Stay in touch with your assessor. Ask questions, raise issues, check in, communicate.

Most importantly, ask for help if you are having trouble!

Logbook assessment summary

Use this list to keep track of your progress. Please note that you may identify more than one scenario for a service session.

Student name: ______________________________________________________________________________

Student number: _____________________________________________________________________________

I have completed a reflective report for each of the following situations. Evidence has been provided.

Situation		Date	Reflective report	Endorsed by supervisor
☐	Monitoring and improving workplace operations		☐	☐
☐	Innovation		☐	☐
☐	Sustainability		☐	☐
☐	Planning and organising workflow		☐	☐
☐	Monitoring and supporting team members		☐	☐
☐	Problem solving		☐	☐
☐	Contingency planning		☐	☐
☐	Performance management		☐	☐

Supervisor Declaration Section

Note for student: Please note, that one of these declarations must be completed by each workplace supervisor who oversaw at least one of your scenarios. If you completed all your shifts (and therefore scenarios) at the one venue then you would only submit one. If your logbook contains entries from different kitchens and venues then please have each supervisor you work under complete one at the end of all your designated shifts. Please provide this page to your workplace supervisor at the completion of your required shifts.

This needs to be completed in addition to the supervisor endorsement section of your reflective reports. One copy has been provided in this logbook but you can make additional copies as needed.

Supervisor name:		Position:
Relationship to student (for example, head chef/shift supervisor etc):
During the situations described in the student’s reflective reports that I have endorsed, the student:
·           worked within the organisation’s policies and procedures ·           worked to a professional level in line with the organisation’s usual roles and responsibilities ·           worked safely ·           monitored and improved workplace operations ·           planned and organised workflow ·           monitored and supported team members ·           solved problems effectively ·           made effective decisions ·           kept accurate records.					☐ Yes  ☐ No ☐ Yes  ☐ No ☐ Yes  ☐ No ☐ Yes  ☐ No ☐ Yes  ☐ No ☐ Yes  ☐ No ☐ Yes  ☐ No ☐ Yes  ☐ No
Please provide any feedback to the student here
The student has permission to submit the information contained within the reflective reports completed below and any supporting documentation (including organisational policies and procedures, menus, recipes and work product) for the purposes of assessment.				☐ Yes  ☐ No
Supervisor signature:
Contact number:
Date:

Reflective Report Templates

1. Monitoring and improving workplace operations

Look for a situation where you identified an efficiency gain or service level improvement. The example you report on should support the organisation to achieve its goals or quality assurance initiatives. You will report on how you made adjustments to a procedure or system, how you consulted with colleagues and how the adjustments that you made improved efficiency. You will also discuss how you supported the organisation’s goals and quality assurance initiatives. Was there potential for a new technology or innovation? How did you consider input from colleagues and provide feedback?

1. Describe the situation that you have chosen to report and reflect on.

There’s a conflict going on in the workplace to be resolved for a positive and productive environment

2. Draw an organisational chart for your team and your organisation. Briefly describe your operational role and how it aligns with similar organisations within your organisation’s industry sector.

The organizational chart of the organization.

Operational role: Team leader, Leading the team in the right direction as per the company’s requirements and needs.

It aligns with similar companies in the organization industry sector as working in the organization of restaurant each company has an almost similar organizational chart

3. Describe the steps that you took to monitor the efficiency and service levels of your team.How did the operations of your team support the overall goals of your organisation?

Steps for monitoring the work efficiency and service levels of the team are as follows:

1. Timely checking activities
2. Having members for checking the authenticity and quality of work
3. Asking around a little bit
4. Helping them by providing self-assessment tools.

The overall goal of the organization is to have better customer satisfaction on feedback about the current status of the restaurant so that it can attract more customers to earn money from it. The team makes valuable work on the dishes of demand which helps the public in tasting new dishes every time and profiting from the value addition in customers’ life.(Sangster,2017).

4. How did the operations of your team support the quality assurance initiatives of your organisation? For example, how did you ensure that your team operated in a way that ensured that your organisation’s quality standards were achieved?

Different ways to ensure the quality work from the team as per the organizational standards.

1. By providing authority to the team – let them choose the way of doing the work.
2. Right communication – establishing the right communication to avoid unwanted failures.
3. Knowing the strengths and weaknesses of the team
4. Team building works
5. Describe the quality problems and issues that you identified. How did you work with your team to make adjustments to procedures and systems to ensure that the problems and issues didn’t reoccur? How did you consult? What approvals did you seek for the changes? How did you challenge and test ideas within the team?

Different quality problems and issues in work that in general could happen are:

1. Failure in preparing dishes on time has bad feedback from the guests.

The method of resolving could be to start by asking them their point of view on the subject and hear out their solution and ideas on the issue.

The action that could be taken to solve the above-mentioned issues are as follows:

2. Motivating them to deliver quality work rather than quantity work and by reducing their daily tasks so they can focus more on quality work.

6. How did you provide feedback to colleagues and management about changes to systems, procedures and planning?

There are different ways in which feedback about the changes could be provided to management and colleagues such as by taking meetings, messaging via their emails, via calls, or any other means of direct or indirect communication.

7. How did you evaluate current and emerging industry trends and practices to inform changes and improvements to efficiency and service?

By keeping constant tracking on the similar working area emerging trends can be identified and could be executed on the small team to try and test not doing it on each and everyone unless and until the results are as satisfactory as required

8. Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?

The skills that I used are management and leadership skills majorly. By following the basic guidelines that each company must have to ensure the safety of its employee quality and efficiency can be ensured easily. Constant touch with the team ensures the quality that is required, many things I have learned such as the importance of teamwork which used for future references.(Lett, 2018).

Supervisor endorsement
Supervisor name:
Position:
Signed:

1. Innovation

Look for a situation where you evaluated a current or emerging industry trend or practice and applied it to your own practice. You will report on how the innovation benefitted you, your organisation and/or your team.

1. Describe the situation or innovation that you have chosen to report and reflect on.

New emerging dishes could be included for try and test after their success it could be added to the menu for the customers.

2. Describe the trend or practice and how you applied it to your own practice.

The current trend is all about the new idea of adding new to the menu and more the variety of dishes will provide choices to the customer. Getting ideas from the current trend will attract the customer towards the idea of at least trying and making frequent changes will make a brand image as of trendy restaurant.(Lopes, 2016)

3. Describe how the innovation benefitted you, your organisation and/or your team.

People always want to try something new rather than having old regular as usual providing them with other options to choose from will attract their interest in coming to the restaurant.

4. Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?

The skill of learning and observing did the best job in developing the organization, by implementing it on time and proper reviewing and correcting make sure its success and establishing different quality team whose work is to manage the quality will help in marinating the work quality.(Afuah,2020).

Supervisor endorsement
Supervisor name:
Position:
Signed:

1. Sustainability

Look for a situation where you responded to an opportunity to improve the sustainability of an operation. You will report on what the operation was, how you improved it and what the sustainability benefits were.

1. Describe the situation that you have chosen to report and reflect on.

Sustainability is all about adapting to the surrounding, particularly in restaurant businesses which are based on food items of different varieties it must be updated from time to time to avoid competition in the area of business.

2. Describe how you improved the sustainability of your operation – how did the operation work initially? What was the change that you made? What were the sustainability and social responsibility benefits?

Initially, the business is all about the traditional dishes with the same taste and no innovation in it, and businesses in the same field are doing the same but taking action on adapting to the change will provide the option for growth.(Ashby,2022).

3. Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might apply this in future? What might I do differently next time?

Having the far-sightedness of business provided the necessary things to change now also by being predicting the trend and applying them at early of its actual happening provided the required sustainability to the business. Having a team to do the sustainability work for the company is a better way to deliver the thins as per need.(Carley,& Christie, 2017).

Supervisor endorsement
Supervisor name:
Position:
Signed:

Planning and organising workflow

The Student Logbook, planning documentation and supervisor observations that you complete for SITHKOP005 fulfil many of the requirements for this section. Select one service period and explain the process that you used to schedule and delegate work. You will also report on how you assisted your team to prioritise their workload.

1. Describe the service period that you selected to report and reflect on. Explain your rationale for selecting this particular service period.

The service period that has been selected is a birthday party reason for selection is because able to explain the roles and processes involved in a birthday party very accurately and correctly plus manage the experience in the above-described scenario.

2. Describe the steps that you took to assess each person’s workload and to schedule their work. How did you ensure that efficiency would be maximised? How did you ensure that the customer service and quality standards would be maintained throughout the service period while ensuring that budgetary constraints would be adhered to?

Things included in it are budget constraints, theme, space for function, listing the necessary things such as guest list and invites, arranging and preparing the food of choice, planning games and fun time, and having goodie bags.

Giving responsibilities to the staff as per their working abilities and having timely feedback about the work from the assigned team by their respected team leaders.(Rao, 2016).

3. Describe the principles that you applied to delegate work throughout the service period.

The major principles that have been used for ensuring the best result from the work are as follows:

1. Proper planning of event after understanding the need and want of the customer.
2. Arranging the program as desired by the client and delivering t up to mark results.
3. Always adapting to the client’s needs as per different scenarios.
4. Describe the process that you used to assess and adjust workflow throughout the service period. How did you ensure that dishes would be served as per customer and organisational expectations and timelines?

Before the actual event day, every work has been assigned to the staff as of their working capabilities so that there is no confusion in the time of the event a planned schedule for delivering the dishes to avoid any kind or wrong execution by the maintaining the flow of the event as soft as possible.

5. Describe the strategies that you used to support, assist and coach your team to prioritise their workload throughout the service period. How did you adjust for competing operational priorities?

Strategies that have been used to support and assist the team to prioritize their work during the event period are providing them with the necessary information regarding the event explaining to them the action and timing of their role and assigning the responsibilities, and also guiding and helping the leader in event of need.

6. Describe the feedback that you provided to your supervisor regarding your team, any additional staffing needs and team changes in relation to the service period.

Feedback to the senior contains the overall performance of the team and the current status of work which includes the necessary information such as the requirement of more staff handling the budget if doesn’t meet with the provided information.

7. Assume that, during your planning, for one of the service periods that you are to lead, three of your team members become ill. You will need to recruit three casuals to take their place. Go to the relevant industrial award in your state and summarise the rate of pay and conditions of work for the relevant service period.

As the overall work has been completed just the delivery of the event is left, to recruit three new staff members to fulfill their place must be from the same area of work to do providing them the information about the scenario and offering them the amount little bit more than the market rate as in a gesture of their help and for the value of their work.

8. Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?

Skills that are used are leadership skills, management skills, etc. to fulfill the desired want in event of customer has been met with the help of the staff member’s hard work. Assigning the task and activities as per the ability of the staff ensured the quality of the work and things learned in the experience of attaining the group events.

Supervisor endorsement
Supervisor name:
Position:
Signed:

1. Monitoring and supporting team members

Look for a situation where you monitored team and individual performance against agreed goals and objectives. (Hint: The workflow planning that you completed for each service period in SITHKOP005.)

You will report on the strategies that you used to monitor performance, the information that you shared, the collaboration that you undertook and feedback that you provided.

1. Describe the situation that you have chosen to report and reflect on.

Different areas in which team members are being monitored by the team leader throughout the work and supporting team Monitoring action that has been done till now are explained below.

2. Describe the strategy that you used to monitor your team’s performance against the objectives described in your workflow planning.

Strategies that have been used to monitor team members’ performance against the work are as asking them for an account, as around more frequently to ensure the qualities and abilities of staff, the review is the most important aspect in monitoring watching what employees doing is a part of it.

3. Describe the strategy that you used to monitor each individual’s performance against the objectives described in your workflow planning. How did it differ from the way that you monitored the team’s performance?

Tracking the individual is different from the monitoring entire team to monitor the work of the individual by assigning a particular task to it and giving a deadline for the report of analyzing its efficiency of work on another hand to analyze the team a task could be given to entire to team to view their performance on the end of the ask if quality work is completed in a given time that indicates the employee has done a good job (Vasilyeva, et al., 2017).

4. Describe how you shared information, your own knowledge and experience with the team to assist them to achieve goals and objectives (hint: think about the team briefings and post-service period debrief that you ran for each service period).

Taking a meeting about the event will provide the necessary opportunity for briefing my team about the event goal and also to discuss their views on the event. And also as the work starts before allotting the work explaining to them about it helps share the acquired knowledge and experience with them so that they can perform well in their designated work.

5. Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?

For the event, I used knowledge based on the past experiences of events around a similar event of work. And filling the staff before actually working on it helps in assuring the quality of work because they get the ideas about the work which helps them too to save time and energy, things that I learn is sharing knowledge helps in making the work easy.

Supervisor endorsement
Supervisor name:
Position:
Signed:

1. 
   

   Problem solving

Look for a situation where you have had to identify and analyse a workplace problem from an operational and a customer service perspective. Perhaps meals have been held up, did not meet special requirements or did not meet quality standards.

You will report on the short-term actions that you put in place to resolve the immediate issue. You will also report on the longer-term strategies that you initiated to ensure that the problem did not recur. How did you work with your colleagues? How did you monitor the success of the solution?

1. Describe the situation that you have chosen to report and reflect on.

Delaying in preparing food and service offered to the customer by the staff is very poor which results in very bad customer satisfaction and having the worst experience by it which affects the brand value and its name damaging the overall performance of the organization.

2. Compare the differences in the problem from an operational and a customer service perspective. What impact does the problem have on the customer? What impact does it have on the organisation?

At the operational level lack of in-between coordination causes a delay in preparation and it results in a very bad customer experience because after each order they have to wait for very long to get the dish. And it affects the organization’s name and fame also be poor service which creates a negative image

3. How did you resolve the problem in the shortterm? What decision-making process did you use?

The short-term solution or the situation is to engage other staff to help out in the current situation and for the current team members to divide into groups as per the need of the moment. Making temporary leaders from kitchen staff for the engaged staff so that they can assist them.

4. What strategies did you put in place to prevent the problem from recurring in the longer term? How did you work with your team to achieve this? Did you include the team member who alerted you to a problem in its resolution? How did you monitor and follow up on the effectiveness of the solution?

After listening about the issue from the perspective of staff decided to recruit more staff members to the team and provided the necessary tools, equipment, and technology required by the workers. Assigning teams for different purposes to avoid missed collaboration monitored by having a report of issues after it (Rao, 2016).

5. Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?

The skill of observation and solution-oriented mindset helps in solving the situation as soon as it arises to avoid future trouble necessary actions have been taken and having proper management earlier would have avoided such issue and may have avoided such trouble before it happen.

Supervisor endorsement
Supervisor name:
Position:
Signed:

1. Contingency planning

Select one of the 12 service periods that you will be the team leader for and, in addition to the workflow planning requirements that you complete for SITHKOP005, complete a contingency plan for each of the following six contingencies:

• delays or time difficulties in producing meals

A contingency plan for situations such as delays or time difficulties in producing meals could include things like having an arrangement for different staff to work as assistants in the kitchen to avoid the delay and different working difficulties for that particular time being to have better services at the time of need.

• difficult customer service situations

A well-trained staff with very good communication skills could be appointed to handle the customer with difficult service situations. The qualities that all staff must have to manage the customer issue at the point of arrival could be apologies, care to listen, avoiding arguments, good body language, etc.

• equipment breakdowns or technical failure

Regular inspection of utensils could avoid the major issues of equipment breakdown but having an emergency plan could be very useful in time of need getting in contact with the repairing agent who has to attend the scene of the issue immediately could work for time being.

• the absence of a team member or team members

In the case of absent team members, he suitable method could be to have a detailed work record of his so that the new part-time recruit has ease in doing and handling things for that particular time. Always having a backup for the main member could be very useful in such (Sadgrove, 2016).

• team member performance issues

Handling issues of performance by team members could be addressed by having routine reports about the quality of work that has been delivered based on day-to-day activities Method or ranking would help in better management of quality staff that has been required for the work profile

• failure of procedure or process.

For the time in which the procedure has to mate the wrong ending a complimentary dish which is quick to make and good at the same time from the staff to the customer to get some time to remake the ordered dish, will help in managing the situation at its best.

Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?

The skill of addressing the problem and thinking about it from the growth perspective helped in maintaining the quality offered by the staff which result in the increasing popularity of the brand helps a lot. The ability to review and correct plays an important role in every situation.(KIZILAY, et al., 2018)

Supervisor endorsement
Supervisor name:
Position:
Signed:

1. Organisational records

Select one of the 12 service periods that you will be the team leader for and, in addition to the workflow planning requirements that you will complete for SITHKOP005, complete a performance report and a staff record.

Performance report

Add your goals for service under the following headings and report on level of achievement at the end of service.

Service period:

Date:

Team Leader:

Recipes served:

What are your goals for this service?	Achievement	Comments
Food safety goals Keep clean, separate cooked and uncooked, cook thoroughly, and keep.	Suitable clothing, gloves, and necessary items. Separate places to put different dishes.	Achieving food safety from the right approach to attain better results.
Food quality goals Avoiding artificial ingredients, have branded ingredients, work on the preparation	Having organic ingredients from authorized dealers and preparing quality meals.	Gaol achieved
Timeliness of dishes goals Avoiding waiting for customers and providing a satisfying experienc	Having different people and assigning different roles to everyone.	having  better feedback from customer
Number of dishes served goals Different dishes provide a range of options to choose from.	Assigning teams for different purposes as per need	Variety to choose from
Customer satisfaction goals Tracking report of the customer’s feedback to check the satisfaction goal	Assigning staff to maintain a record of feedback	Getting satisfactory results from the customers after it.
Teamwork and efficiency goals Team goals to attain and build more understanding between staff	Providing similar tasks to do with a staff of same work.	Building more understanding and helping nature of the staff.
Food storage, clean-up, and handover goals Storing well to avoid spoiling and longer shelf life of food	Having proper equipment such as refrigerators and stuff.	Saving money by avoiding food wastage.

Staff report

Add your goals for each staff member under the following headings and report on level of achievement at the end of service.

Service period:

Date:

Team Leader:

Recipes served:

The staff member and goals	Achievement	Comments
Name and goals Manager Handling different operations in different areas within the organization	Executing the quality work	Doing work of  major responsibility
Name and goals Host To meet and greet the customers	To welcome the guest and make them comfortable around the place	Having good customer feedback and reviews.
Name and goals Server Guiding guests	Getting them to the table, handing menus, serving dishes of choice, and attending to them as they need.	Customers have a better experience.
Name and goals Busser Maintain cleanliness	Clearing tables after use, maintaining the place so that it is appealing to customers or guests.	Maintained hygienic environment for staff  and guests
Name and goals Head chef The leader who leads the entire kitchen	Maintaining overall responsibilities in the kitchen to fulfill the desired need.	Providing quality work and having customer satisfaction
Name and goals Sous chef They work under the head chef	Doing things and work assigned by the head chef	Helping head chef.
Name and goals Dishwasher Maintaining hygiene of utensils.	Cleaning all utensils and maintaining good and hygienic surrounding	Make sure the clean utensil must be available as needed.

Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time?

Knowing each and everything about the staff and using them accordingly for growth of organization

Supervisor endorsement
Supervisor name:
Position:
Signed:

Email to assessor

To: assessor@au.in

From: supervisor@au.in

Subject: Submission regarding relevant documents

Respected sir

I have attached a logbook template including eight situations in this attachment please go through it and revert me back.

13-07-2022

Thanks & Regards

References

Afuah, A. (2020). Innovation management-strategies, implementation, and profits.

Ashby, M. F. (2022). Materials and sustainable development. Butterworth-Heinemann.

Carley, M., & Christie, I. (2017). Managing sustainable development. Routledge.

KIZILAY, E., AKBAŞ, M., & GEZBELİ, T. Y. (2018). TURKISH STRAIT SEA AREA, CONTINGENCY PLANNING, REGULATIONS AND CASE STUDIES. Oil Spill along the Turkish Straits, 188.

Lett, J. D. (2018). Connecting through Mentoring: Improving Workplace Connections through Peer-to-Peer Interactions. Arizona State University.

Lopes, A. P. V. B. V., Kissimoto, K. O., Salerno, M. S., Carvalho, M., & Laurindo, F. (2016). Innovation management: a systematic literature analysis of the innovation management evolution. Brazilian Journal of Operations & Production Management, 13(1), 16-30.

Rao, N. R. (Ed.). (2016). Social media listening and monitoring for business applications. IGI Global.

Sadgrove, K. (2016). The complete guide to business risk management. Routledge.

Sangster, C. (2017). Planning and organizing personal and professional development. Routledge.

Vasilyeva, Z., Vcherashny, P., Filimonenko, I., &Rusina, A. (2017). Methodology for staff monitoring of traditional and new economic sectors of the region. In 4th International multidisciplinary scientific conference on social sciences and arts. SGEM. Modern science conference proceedings. Business and management, Bulgaria (pp. 24-30).