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Customer Satisfaction in Hospitality Industry

Red Rock Venues and Events is the best Hospitality Company in Australia

It is located at South Melbourne, Victoria. It is founded in 1986. It is privately held. It consists of 1001 to 5000 employees. Their specialties are in pubs, restaurants, bars, boutifunctionstion etc.

Checklist for ensuring a valid reliable evaluation process-

First impressions- First impression is the last impression. So if first impression is good then the customer is more likely feels satisfied. So the first face-to-face interaction with customer encounter with hotel (Manhas & Tukamushaba, 2015).

Positive customer services factors- Positive customer factors like provide them best services. Prices of services should be rateable. Quality of service also plays a very important role in positive customer service factor.

Negative customer services factors- It affects the growth of business. As ultimate goal of every business is satisfaction of customer. Increase in price, low quality of product, non-delivery of services etc. are the factors of negative customer services.

Product offered vs. customer needs- In order to maintain good customer satisfaction it is very important to provide good quality product and provide goods according to needs of customer. It also helps in growth of business (Sánchez, et al., 2014).

Environment – Environment include political environment, cultural environment and technological factors. The hospitality industry affect the by change in any of these factors.

Professionalism of staff and presentation- Professionalism in staff increases the quality of services. Professional staff reduces the cost and increase the quality of services also.

Response times- The time elapsed between receiving an inquiry and spending response. Response time is the time required to transmit the inquiry and to process it (Styles, et al., 2015).

Service guarantees- It is a marketing tool that check the level of services provided by customer. Service guarantee helps in customer satisfaction.

Pricing guarantees- Pricing play a vital role in hospitality industry as all the services and product sales depends on pricing. Price should be rateable and quality of product should be provided at reasonable price.

Product quality- Quality of product plays a very important role in hospitality industry in customer satisfaction. Quality of product should be as the expectation of customer.

Document presentation standards- This means that to set the procedure to process the documents. This means that set the procedure which involves the document development and software tools.

Research may include

Talking to customers- It includes to talk with customer listening up them. Ask questions to them about the services and taking feedback from them. So that we can improve the our quality of product (Brandon-Jones et al., 2016).
Qualitative or quantitative research- Qualitative methods of research increase the understanding level of customers and employees. Quantitative research includes to examine the number of customer satisfaction how customer visit the hotel in a month or in a year. Helps in finding ways to improve the number of customers.
Seeking feedback from services delivery colleagues- Taking feedback from colleagues helps to find ways to improve the ways and strategies so that one can maximise the satisfaction of customer.
Analysis of competitive environment- Competitive environment includes the factors which affect the growth and development of hospitality industry. Technological adaption also play a vital role in competitive environment (Varelas & Georgopoulos, 2017).
Analysis of industry and market trends- This helps in finding ways to stable in market and make ways to improve the quality of product and services provide to customers.

Findings

By writing report we finds that the following points are need to be consider in evaluation process of hospitality services related business-

Talking with customers plays an important role in customer satisfaction. As first impression is the last impression. Competitive environment also play an important role in hospitality sector as there are many factors which affect the growth of hospitality industry. Positive customer review is also important as ultimate goal of hospitality industry is the satisfaction of customers. There are also many factors which should be consider like qualitative or quantitative research, analysis of industry and market trends, make product according to customer needs etc. are the factors which need to be consider for successful hospitality service related business.

Suggestion

1 To make best use of technology for customer satisfaction.

2 To make product according to customer needs.

3 To offer good quality product to the customer at reasonable prices.

4 To make best use of resources available resources.

5 To appoint specialist and experienced staff to that they can provide best services.

Assessment 2

Policies and procedures for implementing the customer services and standards

In this process, the customer address sends thee written codes of conduct that give the employee guidelines to follow the different kinds of services. Like you have the policy to give the all answers to the customer’s questions and deal with refunds in a specific manner.

In this, all company provides the same product and services. but the good customer is the only one who can give their customer consistently good services. In the terms of may carry air strictness in the reality, they are found the real success, and they grab the extraordinary customer support. In this, the customer services are provided to give the support team a clear rulebook for the great customer services policy and how to craft the one specific policy (Park, et al., 2019).

The customer service and policy help the employee to help their team with the routine practice such as they find the quickest way to find out the most effective way to find out easily. In this, they need to help you for improving the customer services continuously and keep the operation as effective and organized as they can possible (Park, et al., 2019).

On this, they need to keep the service raps and other related information on the same page. When the situation arises, they need to keep all the customers on the same page.

In this, with your policy, your need to know the experienced consistent support regardless of the related channel they used and who they talk to. We need to know with the customer what the thing they can expect from us.

They need to send the important benchmark stone, if the customer services also include the standards of services to be met, with the needed and important benchmark and metrics. When a specific solution is commonly agreed upon the whole team knows that they should aim for what and what will things and aims they want to achieve.

The last and most important in this is you need to give all the customer policies peaceful and cured based on the company’s capacity to do things positively. They need to do an agreement and disagreement on what means they provide good customer service (Park, et al., 2019).

They need to look for the given three different business areas

Front of house – in this part of the business, they are covered thee restaurant and the hotel where thee employees deal directly within the customer. In this front house service is ultra-efficient and observant, yet the human and personable, with the help of the employees of a restaurant and hotel, etc. This department is officially hired for the guest-facing, they are worked directly with the guest and keep the operations to check-ins and check-outs. Due to this the front of house employees keep the often work win sift and they divide their work into two shifts. Due to the double shift too, the employee is always available to help the guest whenever they need assistance (Bseiso, 2020).

Telephonic communication- we can define telephonic communication as a way to keep the exchange of information between the two persons over the telephone. It is not considered as the face to face communication but it is rather a person-to-person communication when both o are not able to see each other but hear each other and hear the other person’s needs and they are got interact easily (da Silva Schulz, et al., 2020).

Complaint handling- if the customer was not satisfied with your services and they are got aggressive so you need to make the argument calm and offer them some water and asked them what kind of mistake we are doing and what the customer wants to do with their issue.

Firstly, you need to apologize for your mistake

You need to listen to their complaint carefully.

Avoid unnecessary arguments and calm the customer with your pleasant voice.

Make sure your body language is not aggressive.

Comfort them with the best offerings (Javornik, et al., 2020).

A well thought out customer service and expectations

The customer services have is to feel heard by the customer and appreciate the customer with the good services and they feel appreciated and valued. in this, the customer spends their hard-earned money for going to be appreciated and valued. the customer is grabbing the more choices and more than ever, again this all goes to show they are higher than ever (Ho, et al., 2020).

To feel heard and appreciated- they need to always becomes a transaction. For various types of the customer in the industry they are trying to shake the hands for their comfort, so you had a responsibility to provide the comfort.

You need to solve the problem they are facing in your place.

They are trusting you to solve their issue and you also need to ask them about their needs.

They need to do the payment, not for only the services they are taking from you but they also want the vote and the confidence that you are the right choice for them.

That is a reason when a particular solution is arise and when they need to reach out to you. It can you need to feel thee personal. In these given cases, what they want is that you are here to hear their issue and solved it. Because it is more important to listen to them and give them the right solution and resolve as long you are getting set the eight expectations to them (Luo, et al., 2021).

For the process, they feel without friction and easy– the image you are the aspiring towards the finish line and then you find and keep the encounter of the unexpected hurdle. You are got the leap over it, and you want to dispute your movement when you reached your target again, in this case, they need to fulfill their losing speed. Once you hit your target again the second target is going to be put in front of you, and once again you are going to dispute your run.

During this time the runner is working towards the ethical goals, creating the personal goals, and needs to grab the medal or trophy. As same the customer who had an option to keep users of thee alternative product so they don’t have the same motivation, so each of the roadblocks they can encounter is one more cause distress in the journey towards the customer.

To see the action are regarding the issue and request– it is not the satisfying thing to be friends with someone and empathic with the customer is, the, you should be able to listen their we fact related to the manner that they reach for the particular reason. In most of these, you should need to do their issue and hear their reasons. In most cases should be able to listen to their issue and addresses their questions. Or solve their issues. in this case, you can’t do the thing when the customer is not expected you to should take the action. when you are not able to give them a satisfied to find the solution in this, you can

Give the needed solution for their problem.

Give the knowledge regarding their plotting that are the motion for the issue.

You need to give their concerns to the proper solution to keep the improvement in the future (Luo, et al., 2021).

Action to be find quickly- 67% of the different-different is keeping the highest needs to the exact persons service to be the faster and furious. In this digital age of one-click buy and instant messaging, instant answers is the way to influence customer behaviour Businesses have a faster way to grab it. For example, 36% of the companies and workplaces are given the real times customer insight to empower the staff and keep the resolution of the issue better and quickly.

This all communication is taking place on the particular channel is needed helpful for them- the day to find the company over the phone is over as the business increases the many channels they are resented on. now the servicing of customers the strategy is might be to encompass the multiple channels, such as the chat, e-mail, social media messages, knowledge base, and SMS, As the customer gets used to the level of the starched from the other expertise it will become the more needed when to implement in your own business.

Why is meeting these types of expectations important?

As the expectation is going to be the changes and it is more needed , it is far easier to do with the short of customers’ with. Only 3% of the customers are thinking that customer service is not an important topic when they are making a purchasing decision, and the 92% of customers are is not able to purchase with the company that they are having the poor customer satisfaction and stop purchasing they’re after the 3 poor examinees and keep thee advanced expectations fall to connect with them and have a big effect on your bottom line (Luo, et al., 2021).

Policies and the procedure for monitoring the customer services satisfaction in your organization

It can be difficult to be objective in evaluating your customer’s happiness, thankfully the customer happiness to manage the customer and the satisfaction can be answered the more preciousness than you might think.

major factors the customer satisfaction is customer loyalty and happiness. In this, you need to find out the wealth of the options at dissatisfied customers’ disposal they need to take their business elsewhere after a bad experience wake. To figure out the measure the customer satisfaction is needed it can be both an indicator of growth and a warning measure against the churn (Luo, et al., 2021).

Assessment 3

Date- 21-05-2022

Time- 10:00 am

Duration- 30 min.

Agenda-Staff interaction meeting.

Attendees- Manager & staff members.

Venue- Meeting hall.

Manager- hello all, good morning.

All staff members- good morning sir.

Manager- we are here to discuss the management of our hispidity organization and do some improvements implementations in it.

All staff members- yes, sir.

Manager: So, we are starting our discussion with the improvement and include some facilities in our organization. As a manager reservation, we have a responsibility to create a portfolio of the hotel and give general information about the hotel to the client when they come. We need to manage the customer relations with the.

Staff member 1- if the customer was not satisfied with your services and they are got aggressive so you need to make the argument calm and offer them some water and asked them what kind of mistake we are doing and what the customer wants to do with their issue. Staff member 2- Sir what are the new implementations we are done in the organization.

Manager- our first need is to decide the concept of our organization. The second one is we are creating a full and organized business for this and creating a marketing plan and also, we provide the economical service too. This as well as the operational cost of the organization. We also provide good customer service to them.

Staff member3 – what are the things we need to improve to manage the waiting time of customers?

Manager: we need to do more hiring in the reception it helps to manage the time of the customer and also helps to deduct the workload on the particular person who is available in the reception at the same time.

Staff member 1- how can we be able to solve the issue of the clients and how can we be able to do friends with them?

Manager- it is not the satisfying thing t be friends with someone and be empathic with the customer is, you should be able to listen to their facts of the manner that they reach out for this particular reason. In most of these, you should be able to solve their issue and hear their reasons.

Staff member 4- How can we are handling the complaint of the customer, because the customer was doing aggressive behaviour with us?

Manager- if the customer was not satisfied with your services and they are got aggressive so you need to make the argument calm and offer them some water and asked them what kind of mistake we are doing and what the customer wants to do with their issue.

Staff member 5- what kind of services do they expect to form us?

All staff members- ok sir.

Manager– I hope you all enjoyed the meeting and understand the meeting concept in this you will take action n all the point and always gives full attention to your customer.

All staff- ok sir, we work for it.

Manager: thank you team, bye.

All staff members: ok sir, bye.

References

Brandon-Jones, A., Lewis, M., Verma, R., & Walsman, M. C. (2016). Examining the characteristics and managerial challenges of professional services: An empirical study of management consultancy in the travel, tourism, and hospitality sector. Journal of operations management, 42, 9-24.

Bseiso, D. N. M. (2020). The impact of psychological empowerment on the service quality of front-of-house staff in the Jordanian hotel sector. University of Salford (United Kingdom).

da Silva Schulz, R., Santana, R. F., Dos Santos, C. T. B., Faleiro, T. B., do Amaral Passarella’s, D. M., Hercules, A. B. S., & do Carmo, T. G. (2020). Telephonic nursing intervention for laparoscopic cholecystectomy and hernia repair: A randomized controlled study. BMC nursing, 19(1), 1-9.

Ho, T. H., Tojib, D., & Tsarenko, Y. (2020). Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?. International Journal of Hospitality Management, 87, 102501.

Javornik, A., Filieri, R., & Gumann, R. (2020). “Don’t forget that others are watching, too!” the effect of conversational human voice and reply length on observers’ perceptions of complaint handling in social media. Journal of Interactive Marketing, 50, 100-119.

Luo, J. M., Vu, H. Q., Li, G., & Law, R. (2021). Understanding service attributes of robot hotels: A sentiment analysis of customer online reviews. International Journal of Hospitality Management, 98, 103032.

Manhas, P. S., & Tukamushaba, E. K. (2015). Understanding service experience and its impact on brand image in hospitality sector. International Journal of Hospitality Management, 45, 77-87.

Park, H., Kline, S. F., Kim, J., Almanza, B., & Ma, J. (2019). Does hotel cleanliness correlate with surfaces guests contact?. International Journal of Contemporary Hospitality Management.

Sánchez-Ollero, J. L., García-Pozo, A., & Marchante-Mera, A. (2014). How does respect for the environment affect final prices in the hospitality sector? A hedonic pricing approach. Cornell Hospitality Quarterly, 55(1), 31-39.

Styles, D., Schoenberger, H., & Galvez-Martos, J. L. (2015). Water management in the European hospitality sector: Best practice, performance benchmarks and improvement potential. Tourism Management, 46, 187-202.

Varelas, S., & Georgopoulos, N. (2017). Porter’s competitive forces in the modern globalized hospitality sector–the case of a Greek tourism destination. J Tour Res, 18, 121-131.

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Procedure

Strategic objectives

According to the minutes that are prepared as per the board meetings and basis of the MacVille organization, they follow certain objectives that are formulated and discussed concerning the future objectives of the organization. The CEO of the organization presents different objectives that can be treated as the standard guidelines related to the business enterprise in the coming 5-year plan. These can be detailed as:

The imperative objectives of the organization MacVille are offering and establishing the espresso coffee machines in the provided location of the country Australia. According to the Java Estates, it is needed to be a top priority and acknowledgment. The corporation oversees the amount that is elevated.
It is needed to expand the business that the sales and the revenues by 5% in the coming period. The expansion approach of time frame is almost 5 years. The implementation for the expansion of deals for making better valuable transactions in terms of resources and raw material providers. Moreover, the organization’s human resource is motivated for achieving the task that is desired.
For building the group value that is untapped in terms of the geographical region for 5 years.
The organization aims to reduce the wastage overall and reduction in the abnormal wastage in terms of the account of 10%. Some certain standards and guidelines are formulated for the achievement of objectives and desired goals (Wolf& Floyd, 2017).

Strategies for each objective

At the time of setting out long and short-term objectives related to the organization,certain strengths are to be seen in the company as they are needed to be united properly. As per the organization and its point of view in terms of the opportunities of the external market it is imperative to utilize them for attaining the maximum amount of output. The organization can’t provide the output of 10% or less it is dedicated to the organizational employees and also deliver the tasks effectively. Moreover, the targets and plans of the objectives are seen to be considered very critical in terms of future and present as well as organizational wellbeing. The goals are to be seen organized by the investigation of the practices of the company in terms of effective communication with the association of the employees. As the end goal is seen to be fulfilled by objectives and needs of the organizational market for the expansion of aggressive market shares and effective procedures and policies that are needed to be formulated. Promotion of the strategies of the organization and products are needed to make the organization successful. Certain strategies are prepared in terms of reviewing the strengths and weaknesses of the organization that are analysed for others in terms of the tribal physician in the market. The decision is strategic and is taken in the aspect of the portfolios of investment Human Resource Management and the market risk that certainly triggers the effective change and its implementation. The preparation of certain strategies as per the internal business position and conditions of the external environment is imperative (Munier, 2013).

For the strategies,
Development of strategies prioritized list
Timeframe for completion
Assigning the responsible parties for every strategy
Assigning the measurable performance

Objectives of the business	Prioritized strategies	Timeframe	Authorities responsible for strategies	KPI’s
Expansion of the untapped Australian regions.	Increase in the promotional and marketing strategies.	5 Years	Research and marketing head.	Increase in revenue at a particular time in Australia (Chambers& Taylor, 2019).
Increasing the revenue by almost 5%.	Human resource motivation as well as efficiency in the increase of the sales and introduction of new products for offering a particular customer base.	5 Years	Research and marketing head.	Increase in customer base in terms of upcoming Orders and customers.
Building brand value of the business.	The procedure of Engineering skills-building competitive advantage with the help of promotional activities that are efficient in terms of building product lineStead& Stead,2014).	5 Years	Hiring effective staff members and offering the product at a quite lower price in comparison to the brand of rivals and competitors.	Requirement increase as well as product demand.
Reduction in the wastage by overalls 10%.	Dividing and prioritizing the work and checking certain areas related to the defaults and curbing them to a particular extent.	5 Years	Control and Quality Management head.	Witnessing a particular decrease in the wastage overall.

After completion of the draft of the strategic plan:

Briefing materials

The summary notes are related to the meeting with the CEO of the company.

Agenda of the meeting: Strategic plan of MacVille.

Participants: Team, general manager, and CEO.

Notes:

The objectives that are formulated are reviewed that consist of clear understanding, as well as implementation, is required.

The strategic plan certainly is reviewed as per the smart objectives and the standards of benchmarking results.

As per the discussion, the role of the employee consists of achievement and implementation of the target that is reviewed and motivating the current employees in terms of the commitment that is determined for improvement in the future.

The strategies consist of recording the employees particularly in consideration of the dedication of the employees for generation and achievement of the targets that are assigned.

Drafting the strategic plan on reviewing the organizational weaknesses and strengths according to the analysis of customers and competitors.

Approval of the strategic plan by so with proper confidence of getting on board with it.

CEO advising HR to find proper resources for the organizational implementation.

Past performance of the nominated employees for the management of target in terms of reviving to make sure that the person is doing the right job and it is measured properly.

Cover statement
Overview of the key objectives
Description of process and research utilized

Cover letter

This letter is written with great pleasure and this concept of a strategic plan that is endorsed collectively as per the board and the so. The plan is devised as well as completed successfully and it is a very imperative ground for the implementation of the plan in the company. As per the implementation phase, the importance of briefing the staff as well as associated stakeholders related to the strategic plan is very beneficial. Breaking the plan into certain stages and overviewing its objectives in the organization and pursuing the segments and revising the plan is an essential part of this scenario.

Key objectives

The important objective of the organization is administering the coffee espresso machines in the location of Australia. Expansion of corporate governance by almost five percent is essential in a particular time frame that is 5 years in terms of implementation of certain degrees that are provided with the help of resources and raw materials. Building a brand value related to the geographical reasons of Australia in a particular period. Reduction in the overall wastage of 10% (Bryson, et al., 2018).

Plan development

The plan is developed concerning the imperative stakeholders that consist of middle managers as well as higher management and different suppliers for ensuring the successful implementation to its fullest in the company. The initial draught is sent to the general manager related to the team for different board meetings about the subject matter and feedback of certain stakeholders that are incorporated and taken with the best and the finest way possible in terms of shipping and revising the final plan. The incorporation of the HR manager comments is assigned as per the key performance indicators in a realistic form that makes the measurement of the performance easier.

References

Bryson, J. M., Edwards, L. H., & Van Slyke, D. M. (2018). Getting strategic about strategic planning research. Public management review, 20(3), 317-339.

Chambers, L. D., & Taylor, M. A. (2019). Strategic planning: Processes, tools and outcomes. Routledge.

Munier, N. (2013). Project Strategic Planning. In Project Management for Environmental, Construction and Manufacturing Engineers (pp. 55-64). Springer, Dordrecht.

Stead, J. G., & Stead, W. E. (2014). Sustainable strategic management. Routledge.

Wolf, C., & Floyd, S. W. (2017). Strategic planning research: Toward a theory-driven agenda. Journal of Management, 43(6), 1754-1788.

Candidate Name
Student ID No.
Assessor name
Assessment Date/s	Click or tap to enter a date.	Click or tap to enter a date.	Click or tap to enter a date.

Objective of assessments

We are committed to your learning by providing a training and assessment framework that ensures the knowledge gained through training is translated into practice in your work in the workplace with consistent and competent work performance. The purpose of the assessment process is to assess your ability:

to apply skills and knowledge using written and demonstration activities that apply to tasks and activities of a workplace.
to translate your learning into your work performance in a workplace through demonstration.
to apply skills and knowledge actively, correctly, and consistently for work in a workplace.

The assessment process

The assessment process is known as competency-based assessment. This means that evidence of your current skills and knowledge will be measured against national standards, not against the learning you have undertaken either recently or in the past. Some of the assessment will be concerned with how you apply your skills and knowledge in a workplace, and some in the training room as required by each unit. The assessment tasks have been designed to enable you to demonstrate skills and knowledge application and produce the critical evidence to successfully demonstrate competency at the required standard.

Your assessor will ensure that you are ready for assessment and will explain the assessment process. Your assessment tasks will outline the evidence to be collected and how it will be collected, for example, a written activity, case study, or demonstration and observation. The assessor will also have determined if you have any special needs to be considered during assessment. Changes can be made to the way assessment is undertaken to account for special needs and this is called making Reasonable Adjustment provided to you in the assessment guide separately.

Assessment guide

Your assessment guide that is provided to you will explain the following. Please refer to assessment guide for the following information before commencing your written work and demonstration:

Your responsibilities during the assessment.
Assessor responsibilities during the conduct of assessment.
Your rights to appeal if the assessment outcome appears as “Not Yet Competent” for one or more assessment tasks.
The process to apply if you already possess the knowledge and skills to be able to demonstrate competence in this unit.
The formats and structure of the written assessment work for submission.
The length, breath and the quantity of your written work, plagiarism collusion, cheating and how to use references for sources of information.
How to achieve a satisfactory outcome against the criteria for each type of assessment task.
Application of reasonable adjustments where necessary.
Requirements for demonstration, performance for practical assessment tasks and activities.
Your assessment performance with commitment, consistency, clarity, capacity, capability, correctness, and completeness.

Assessment methods

This manual has three assessment tasks. Assessment methods for this unit of competency include:

Written questioning
Case study (includes role-plays)
Role-play (include written preparation work)

Instructions

Each assessment task provides you with assessment information that includes answers to what, why, how, when, in what condition, what materials, resources and equipment to use and evidence requirements.
Read the applicable information and if unsure seek clarification from your assessor.
Before and during assessment demonstration and interacting with others, ensure you follow simulated workplace policies and procedures.
Ensure you follow hygiene procedures, social distancing rules and ethics before, during and after assessment tasks and activities.
Undertake your preparation activities and demonstration activities as specified and directed by your assessor.
In any situation during the assessment, if you find that you are unable to perform due to any condition (health or safety), stop your work and inform the assessor of the condition.
Ensure you are obligated with your rights as a candidate and respects the rights of your assessor during the assessment performance.
For interactive and role-play activities, organise role-play settings and individuals for role-play in collaboration with assessor and training mates.
Submit your written work when it becomes due and avoid the requirements of extensions.
Use provided self-assessment checklists by checking as you progress in assessment to ensure you do not miss anything that may lead to unsatisfactory outcomes.

Submission specifications

Fill your submission details in the front page and attach any additional documents and any other evidence as specified and required by your assessor.
Follow the institution submission requirements of assessment. I.e., electronic submission (LMS) or hard copy submission or as specified by your assessor for differing assessment situations.

ASSESSMENT GUIDELINES FOR WRITTEN TASK

QUESTION TYPE	HOW LONG YOUR ANSWER MUST BE (LENGTH OF ANSWER)
Define	Length approximately 4 typed lines = 50 words, or 5 lines of handwritten text for each question.
Identify	Write dot points of the number of items to identify according to the question.
Outline	Summarise in a line or set of lines the required number of items or develop appropriate meaningful answer according to the question but not in detail.
Identify and briefly describe	Identify in dot points and provide a description of each with minimum of 4 typed lines = 50 words, or 5 lines of handwritten text for each question.
Describe	Provide description with minimum 8 typed lines = 100 – 150 words, or 10 – 15 lines of handwritten text or appropriately describe to provide a meaningful answer with consistent knowledge application in length according to the question.
Explain	Explain the procedure with minimum 8 typed lines = 100 – 150 words, or 10 – 15 lines of handwritten text or appropriately explain to provide a meaningful answer with consistent knowledge application in length according to the question.
Distinguish / differentiate	Distinguish means recognise or treat (someone or something) as different. To differentiate is to show or find the difference between things which are compared. It simply means that they are not the same but does not qualify them as being unique and possibly not related. Length approximately 4 – 8 typed lines = 50 – 100 words, or 5 – 10 lines of handwritten text for each question.
What	This is to assess your knowledge of something related to the subject area asking you to specify one or more things related to what is being asked in the question. This is generally asking for a short answer for which you need to provide a short description answering the question where reader understand the answer to the question.
How	This method of question is to assess your ability to explain or describe the ways, methods, manner, procedure or process of something related to the question being asked. You need to provide sufficient description of how (ways, methods, manner, procedure or process) it can be performed for he reader to understand the ways or procedure.
Why	This question is to assess your knowledge of something and the purpose of it. You need to provide sufficient description of why (the purpose/objective or aims) it is used for the reader to understand why.

ASSESSMENT TASK 1

Written Questioning

You are required to read the following assessment information, requirements, and instructions before commencing. This task is about written questioning for you to provide written answers as evidence of your knowledge application. Ensure you follow the terms and conditions applied in undertaking written task during the assessment as specified and facilitated by your assessor.

Assessment Information		Description
1	Assessment method	Written questioning
2	Assessment type	Summative
3	Assessment description (What?)	This assessment task is a written task for which you are required to provide written answer solutions to the questions demonstrating your knowledge required to present and negotiate persuasively, lead and participate in meetings and make presentations to customers, clients and other key stakeholders. Read the following information related to your assessment to prepare and perform to provide evidence of your knowledge.
4	Purpose (objective) of the assessment (Why?)	To gather evidence of your ability to apply knowledge consistently to present and negotiate persuasively, lead and participate in meetings and make presentations to customers, clients and other key stakeholders.
5	Assessment Instructions (How?)	1. Read the theoretical component of the of learner workbook. 2. Conduct research and review literature relevant to the unit. 3. Provide answer solutions to each question using your own words. Note: do not just copy past the answers from other materials. 4. You may refer to learning materials and other sources of information as agreed by your assessor. 5. You may word-process your answers using MS Word /Mac document. 6. The assessment is due for completion on the date/s and time/s. specified by your assessor. 7. Any variations to this arrangement must be approved in writing by your assessor. 8. Submit your work with any required evidence attached. 9. See the specifications below for details of submission requirements. 10. Read the following requirements for this assessment completion:
6	Assessment date/s and timing/s (When?)	This assessment will be conducted according to training delivery session plan. Assessor will specify the timings of assessment and submission of evidence. Time allowed for the assessment is 3 hours within 20 hours of training delivery of the week 2.
7	Specifications (What structure, format and demonstration)	1. Write answer solutions to all the questions using word-processed document. 2. Provide specified length and numbers mentioned in each question. 3. Submit the answers with a cover page that includes your name, student ID, unit name/code, date of submission and assessor name. 4. If separate word-process document is used for your responses, include header (unit name/code) and footer (page no. student name and ID).
8	Assessment context (where and in what condition)	Assessment is conducted in the training room and safe environment where you are required to provide answer solutions to the questions in a word-processed document with evidence that demonstrates consistent knowledge application.
9	Required resources (What resources, equipment, tools and materials)	1. Assessment task with instruction and assessment information 2. Learner workbook and other training handouts if or as allowed by your assessor. 3. Computer with Internet access. 4. Word-process software (MS Word/Mac). 5. Workspace, table, chair, and stationery.
10	Evidence requirements/ (What assessor is looking for)	To complete the unit requirements safely and effectively, you must prove application of knowledge consistently relevant to vocational contexts and: · Provide answers to all the questions. · Answers must be with appropriate and sufficient length by following assessment guidelines for written tasks above. · Answers must be relevant to the question and its sub parts. · Your assessor may verbally assess to confirm your knowledge application in case your answer is not correct or not clear to one or more questions.

Your Task – Write answers (Knowledge Application)

Assessor can decide whether to have this as written or oral questioning. If the assessor uses verbal questioning method, the assessor must write student responses using dot points as a minimum on the student’s key responses relevant to the question (Not recommended as it is a time-consuming method as one candidate will respond while other candidates are watching and waiting, but assessor is free to decide).

The following is a set of knowledge-based questions. Read the text section ‘introduction’ in the learner workbook, refer to training undertaken and provide your answer solutions to the following questions using your own words to demonstrate your consistent knowledge application.

Note: If handwritten answers are allowed by the assessor considering reasonable adjustments or any special consideration, you need to use the enter key of the keyboard to expand the answer space. For example, 2 – 3 questions in a page to allow sufficient space, print a hard copy and write answers.

Questions (Ensure you answer all the following questions using the length guidelines above)

Note: Write/type your answers in the space below the question. If questions are answered verbally, the assessor must write answers in the sections provided below.

The space below does not indicate the size of the answer length. Follow above guidelines and keep typing and the space will expand. If answers are recorded separate to this document, they must be attached at the back of this document.

Confirm checking the box

Completed as required

☒ Mouse click editable box

Briefly describe the term ‘communication.’

Yes

The act of sharing, receiving, and providing information regarding something is termed communication. Communication holds various facets and is practiced in various forms such as written, verbal, and nonverbal.

☐

Assessor comments on decision made (if any)

Identify the seven elements of communication and briefly describe each element.

Satisfactory

answer

Yes

7 major elements of communication are: Sender – The person who is willing to share some idea, message, or information with others and is termed as sender. Information – It is the basic thought or idea that the sender wants to share with the recovered which can be a suggestion, order, feeling, attitude, etc. Encoding – It is the process of conversion of information into understandable systems which could be words, pictures, or actions. Channel of Communication – Selection of an appropriate channel or medium of communication is very necessary as it defines the whole productivity of the communication. Receiver – The person who decrypts the message or information being transmitted from recovery by using appropriate methods is termed a receiver. Decoding – The process of extracting out hidden information in an encoded message is termed decoding which requires a specific set of tasks to be followed for the appropriate retrieval of information. Feedback – It is the confirmation from the receiver that whether he has received the message or not and with the same motive from which it was transmitted.

☐

Assessor comments on decision made (if any)

Explain the effective communication process.

Satisfactory

answer

Yes

The process of exchanging information, knowledge, thoughts, and ideas in a way that fulfills the intention of the communication in the most appropriate manner is termed an effective communication process.

☐

Assessor comments on decision made (if any)

Describe the categories of communication.

Satisfactory

answer

Yes

Common Types of communication are: Visual Communication that involves the sharing of information through visual representation such as an image or a chart is termed dual communication Written Communication This type of communication is followed mostly in the formal set of situations such as business deals and agreement setting agendas. Nonverbal communication is the type of communication that conveys the message through coal expressions, body language, gestures, etc is termed verbal communication and also influences direct communication a lot. Verbal Communication- Verbal communication includes the use of elements such as oral, and direct voice communication which are the most common and effective ways of communication, and also includes active listening, nonverbal communication, and other elements.

☐

Assessor comments on decision made (if any)

Briefly describe the industry, media and government organisations, events and communication channels that are relevant to the organisation.

Satisfactory

answer

Yes

Various types of relevant communication channels are Unofficial Channels Of Communication This type of channel includes communications taking place outside the organization between employees or stakeholders. Informal Channels of Communication These types of channels are utilized in the delivery of more relaxed messages in scenarios such as informing the employees regarding changes in lunchtime.

☐

Assessor comments on decision made (if any)

Describe how cross-cultural communication is effectively used in our communication at a workplace.

Satisfactory

answer

Yes

The elements of effective cross-cultural communication are as follows Maintenance Of Etiquettes – Proper etiquette promotes a discrimination-free environment and encourages respecting employees from all diverse backgrounds cultures and promotes a healthy workplace environment Restrictions of slang and racial comments The workplace where slang words and racial comments are prohibited and to showcase more healthy cross-cultural communication. Supportive management workplace where management supports cross-cultural communication among employees via workshops, training, and group activities tends to succeed more than others.

☐

Assessor comments on decision made (if any)

Outline 10 techniques for negotiation.

Satisfactory

answer

Yes

Preparation It involves the gathering of information regarding the product or service to be negotiated with drawbacks of the negotiator and points to be stated. Timing Appropriate negotiation involves both quick and long pauses during the conversation which is enhanced after thorough practice. Active listening to the points stated by the opposite person is necessary as it provides an opportunity on tapping on to the various loopholes and drawbacks Building Rapport It is a very good practice to build some rapport before the exact negotiation talk as it develops the connection between the parties and enhances the chances of good negotiation. Asking specific and good questions Good questions when placed inappropriate parts of conversation can immensely affect the negotiation. Finding win-win situation Discovering the negotiation point is very important as it should not be much low or much higher but just slightly perfect where both the parties could feel lucrative Sticking to principles When principles of any individual are communicated with more audacity then the credibility of the conversation enhances which enforces the opposite individual to agree to the terms of the speaker Leaving the Ego Behind To achieve good negotiation the speaker has to cross the lines multiple times for achieving good negotiation and hence keeping the ego aside always helps in getting a good deal Being patient Most of the good deals slip off the hands of professionals just because they rush the conversation and do not listen to specific things.

☐

Assessor comments on decision made (if any)

Identify 8 techniques for mediation.

Satisfactory

answer

Yes

8 techniques for meditation are: Setting Expectation Starting with a summarized introduction the speaker could prepare parties for the mediation and define meetings limits, behavioral expectations, and confidentiality of information. Defining appropriate agenda The agendas of the meeting should be defined appropriately to all the parties and the reputation of facts must be defined appropriately Good Opening Statement Allowing each person to present his views for a brief time of 1 to 2 minutes sets up the rapport for the meeting and enhances the chances of success Private Discussions Private Discussions are a good way to handle things appropriately by the utilization of good communication skills and mutual understanding. Gathering feedback Gathering feedback from various other parties also defines the problem more objectively which leads to appropriate identification of resolution effectively Defining agreements Defining various agreements as the advised solutions can be very helpful in identifying the mutual point of understanding for both the parties Providing time to explain Providing appropriate time to convey their views enables parties and the mediator to understand and gather the required information more effectively Having a neutral and Unbiased mandate is very important for the mediator to reach an agreement that is acceptable to both parties

☐

Assessor comments on decision made (if any)

Identify five conflict resolution techniques.

Satisfactory

answer

Yes

Conflict resolving techniques Clarifying the issue Clarifying the issue appropriately in a detailed manner gives essential insights into the root cause of the issue and possible solutions to it. Finding middle points Finding the appropriate paths to resolution of problems for both parties is the most effective way of resolving the conflict. Advising various solutions In most situations, the conflicts escalate as most of the involved individuals lack the appropriate knowledge of possible solutions thus good advice provides them a direction, and issues are resolved much faster. Involving parties in resolution Talks Bringing the involved parties together often results in a solution to the problem in a much faster way as both the parties present their thoughts directly to each other, making it easy for finding a middle path Speaking out consequences Making the involved parties aware of the consequences of the escalation of the conflict could assist in providing them with a clear idea of how bad things could go and encourage them to find a solution to it.

☐

Assessor comments on decision made (if any)

Explain incident de-escalation techniques.

Satisfactory

answer

Yes

De-escalation techniques are used to confronted aggressive and violent behaviour. There are following techniques of de-escalation. 1. Be non-judgemental and empathetic. 2. Respect others personnel space. 3. keep your body language and tone neutral4. Focus on other’s feelings

☐

Briefly describe the structured and inclusive meeting procedures.

Satisfactory

answer

Yes

Structured meeting: the meeting agenda is very clear before the meeting starts. Time, place and note taker of meeting is decided before the meeting starts. Inclusive meeting: the meeting outline is build according the requirements of employees. The size and scale of meeting is small in inclusive meeting. The rule and regulations is fixed in the meeting.

☐

Assessor comments on decision made (if any)

Briefly describe the organisational policies and procedures relevant to :

a. presenting and negotiating

b. leading and participating in meetings and

c. making presentations

Satisfactory

answer

Yes

1. The negotiation procedure is used by the organisation to resolve their all issues and find a mutual way to fix the problem. 2. The meeting agenda is properly prepared. This is help all voices to present their feedback. 3. Open ms PowerPoint. Select new page in left section. Create ppt from the sketch and select a blank sheet. It is utilised for appropriate communication of ideas

☐

Assessor comments on decision made (if any)

References

A reference list lists only the sources you refer to in your writing. The purpose of the reference list is to allow your sources to be found by your reader (assessor). It also gives credit to authors you have consulted for their ideas. It helps you to avoid plagiarism by making it clear which ideas are your own and which are someone else’s, shows your understanding of the topic, gives supporting evidence for your ideas, arguments and opinions. allows others to identify the sources you have used.

For example,

1. Book with one author – Author, A (Year), Title of book, Publisher, Place of publication.

2. Book with two or three authors – Authors, AA , Author, BB & Author, CC (Year), Title of book, Publisher, Place of publication.

3. Website with an author – Author surname, initials (Year), article title, website name, Available at: http://website url.com.au/article, Accessed (or viewed) 10 March 2021.

4. Website without author and no date – Article title (n.d.), website name, Available at: http://website url.com.au/article, Accessed (or viewed) 10 March 2021.

List all references used for assessment task 1 below (if any)

—End of Written Task Activities—

Assessment Task 2 – Role-play

(Includes project written work)

Participate in meetings and negotiate to achieve agreed outcomes

You are required to read the following assessment information, requirements, and instructions before commencing. This task has simulated workplace reference. Ensure you access the simulated workplace resources (planning documents, policies, and procedures etc.), equipment, applicable legislation, regulation, standards, and code of conduct during the assessment as specified and facilitated by your assessor.

Assessment Information		Description
1	Assessment Method	Case study (simulated workplace)
2	Assessment Type	Summative
3	Assessment Description (What?)	This assessment task is a role-play based on a case study. You are required to analyse the case scenario and provide solutions to task activities by demonstrating applicable foundation skills and knowledge to present and negotiate persuasively, lead and participate in meetings and make presentations to customers, clients and other key stakeholders. You must also provide written solutions to task activities. You are required to read the following information related to your assessment to prepare and perform in order to provide evidence of your skills and knowledge related to the unit of competency.
4	Purpose (objective) of the Assessment (Why?)	To gather evidence of your ability to apply skills and knowledge to present and negotiate persuasively, lead and participate in meetings and make presentations to customers, clients and other key stakeholders.
5	Assessment Instructions (How?)	1. Review the skills application section/s of the learner workbook. 2. Read the task performance requirements and foundation skills application for each task activity. 3. Conduct research and review literature relevant to the unit. 4. Provide solutions to each written and performance activity using skills and knowledge and demonstrating your foundation skills. Note: Use word-process document for written activities to provide written evidence as specified in the task. you may use MS Word /Mac document for your written evidence. 5. This task requires you to play roles. As specified and agreed by your assessor, role-play the relevant activities demonstrating relevant skills. 6. The assessment is due on the date specified by your assessor. 7. Any variations to this arrangement must be approved in writing by your assessor. 8. Submit your work with any required evidence attached. 9. See the specifications below for details of submission requirements. 10. Continue to read the following assessment requirements:
6	Assessment Date/s and Timing/s (When?)	1. This assessment will be conducted according to training delivery session plan. 2. Assessor will specify the timings for assessment and evidence submission date/s and timing/s. 3. Time allowed for the assessment completion is 4 hours within 20 hours of training delivery of the week 4.
7	Specifications (What structure, format and demonstration)	1. Provide written solutions to all the case study activities and questions using word-processed document. You may use this MS Word /Mac document for your answering. Provide specified length and numbers mentioned in each written activity. 2. For role-play activities, play the role as specified by your assessor demonstrating foundation skills and knowledge application while being observed by your assessor. 3. Submit the written activities with a cover page that includes your name, student ID, unit name unit code, date of submission and assessor name. Include header (unit name/code) and footer (page number, student name and student ID number)
8	Assessment Context (Where and in what condition)	Assessment is conducted in the training room simulated and safe environment where you must perform consistently applying skills and knowledge. You must also provide written solutions to the activities in a word-processed document with evidence that demonstrates consistent skills and knowledge application in various conditions specified in the assessment task. Assessed in a simulated off-the-job situation that reflects the real workplace.
9	Required Resources (What resources, equipment, tools and materials)	1. Assessment task with instruction and assessment information 2. Learner workbook and other training handouts. 3. Access to simulated workplace business equipment and resources. 4. Access to simulated workplace policies and procedures. 5. Computer with Internet access word-process software (MS Word/Mac). 6. Workspace, table/s, chair/s and stationery as required. 7. Case study and/or real workplace scenario 8. Access to relevant legislation, regulations, standards, and code of practice 9. Specified timing for assessment
10	Evidence Requirements (What assessor is looking for)	To complete the unit requirements safely and effectively, you must demonstrate consistence performance and provide evidence of your ability to provide leadership for a program of work. In the course of above, you must: · Provide written solutions to all the case study activities reflecting vocational application, · Demonstrate performance and role-play activities consistently applying foundation skills and, · Demonstrate consultation and communication effectively with relevant stakeholders (assessor and fellow trainees in role-plays): · listening actively · understanding information needs of others · adapting communication to suit the audience · identifying suitable platform for presentations · presenting reliable information · designing the presentation to meet the needs of the audience · answering questions clearly and concisely.

Role-play (Skills and Knowledge Application)

Instructions

Using the case study (2 scenarios) provided in the appendix, you are required to participate in and lead two meetings by playing the role of negotiator to achieve desired outcome according to the scenario as agreed by your assessor. This task has two parts such as:

Prepare for negotiation (i.e. to prepare and plan for negotiation – written work).
Negotiate (i.e. role-play for negotiation).

Your Task

Address the following requirements in your role-play for two meetings for negotiation in two different role-plays as specified by your assessor:

Plan the negotiation (written project activities)

Identify the needs of the meeting and stakeholder availability.
Establish the purpose of negotiation and your position of negotiation.
Read the negotiation policy and procedure and confirm your authority to negotiate.
Identify information that require confidentiality according to policy and manage appropriately.
Identify information needs for negotiation including information needs of audience.
Identify at least two objectives of negotiation and develop supporting arguments according to objectives.
Identify the needs and requirements of relevant stakeholders.
Identify and write down the potential problems and issues during the negotiation.

Conduct the meeting (role-play)

Ensure you read the meeting policy and negotiation policy in the appendix.

Open the meeting and establish your communication objective and:
1. negotiate to achieve your objective by listening actively.
2. establish your arguments adapting communication to suit the audience.
3. positions yourself with supporting arguments according to objectives with supporting facts.
4. communicate with influence, seek consensus and establish areas of common ground and potential compromise.
5. close the meeting by summarising the outcome of meeting.
6. Confirm and document outcomes of negotiation.

Write an email to relevant stakeholders and summarise the outcome of the meeting.

Note: above procedure and steps will be applied for both meetings for both scenarios.

Meeting 1

Plan for negotiation

Needs

To demand higher raise from the management on the grounds of better performance than other employees

Purpose and position

The sole purpose of the negotiation is to feel more valuable to the company as stated that my performance is better than others. The position that I would hold for negotiation would be mediatory as I am strictly demanding the things

Authority

Being a valuable employee of the company I hold the utmost authority to negotiate terms with the company for my services.

Confidentiality

The information regarding the organization of such meetings and things discussed should be kept private as it could mislead other employees.

Information needs for Negotiation

The information on the exact rise in pay of other employees is very essential.

Objectives of negotiation

To achieve more raises than the other employees as to feel elevated on the grounds of efforts and hard work.

To not feel dejected and be on the same level as others.

Supporting arguments

As you stated earlier that I am better than all the other employees with more dedication, hard work world diligence, thus I should not be on the same level as them.

I have always given more than others and similar raise would be very demotivating for me to work with the same amount of effort.

Needs of stakeholders

The stakeholders need to be aware of the pay raise being implemented.

Potential problems

The managers could point out the lack of funds.

Managers could try to deviate me with other options ns such as tax benefits, insurance, etc.

Managers could deny my good performance standards

________________

Meeting

Coordinator (David)- Good evening everybody as I informed all of you about this meeting via email, I am here to listen to your thought on this issue.

General manager – Good evening David, I heard about your issue and I think we will resolve it out

HR manager – Look David the pay raises are not specifically defined based on higher capability but based on the company’s policies.

Manager – Gentleman I heard your point and understand your point but there are factors which we need to keep in mind while such development

Coordinator (David) – Would you please elaborate on those factors sir

Manager – look I know David that you have performed very well than others but we can’t stand you out as it could demotivate other fellows

Coordinator (David) – Sir I think it would motivate them to do better which will be beneficial for the company as well.

General Manager – Yes David is right it is not at all demotivating but inspiring, but listen David our financials are not going that well this year and the clients you bought have started to back off, thus It would be hard on us to raise your pay further

Coordinator (David) – I agree with you sir but my job is to get the clients to the company and the rest is up to the operational team to provide RK services to them also my clients still hold the longest retention rate for this company

Manager – I agree with David, you are a valuable employee to the company and your current pay is still very good compared to the average industry pay.

Coordinator (David) – Yes sir, you are right but this is not just about the pay. It is also about my self-worth in my eyes as I would not be able to put the same amount of effort if am just another rat in the crowd.

General manager – Okay David we will give 5% more raise than others that is all we could do.

Coordinator (David) – Sorry sir that is a good start, but not satisfactory to me at all

HR manager – Okay fellas I think 10% would be good enough considering the kind of business and efforts David has given to the company.

Manger – I agree 10% is good.

General Manager- I am in its good, he is a hardworking boy he deserves it.

Coordinator (David) – Thank you u gentlemen, that is good, now I can work more effectively as I realized my organization does take care of my efforts. Thank you, everybody.

Email

To – General manager, HR manager, Manager

Cc – CEO, COO

Subject – Regarding the follow up of the finalized raise

Respected Managers

I am thankful to all of you for listening toy views and providing me with your precious time for the discussion. As finalized I have received the confirmation letter regarding the 10% raise in my pay from the HR department and looking forward to workinging more hard and with more enthusiasm for future developments

Thank You

Regards

Coordinator (David)

Meeting 2

Negotiation Plan

Needs

The meeting needs to be online to ensure the availability of meeting to my representative from HP as he travels a lot. All stakeholders need a good internet connection and an active zoom application.

Purpose of negotiation

The sole purpose of this negotiation is to agree with Hewlett Packard Australia to cut down the up gradation cost to $60,000 from $67,500.

Authority to negotiate

Being the coordinator of the Melbourne unit I hold absolute authority in negotiating the terms on the behalf of the company.

Confidentiality

The information regarding even the organization of such meetings should be kept private for ensuring proper business practices.

Information needs

All the stakeholders need to be aware of the allocated budget and proposed cost.

Objective of negotiation

The sole objective of negotiation is to bring down the cost of upgradation to $60,000

Another objective is to develop good relations with Hewlett Packard for future business prospects

Supporting Arguments

Our company would like to continue the business with you for future aspects as we are planning to expand further

The costs you are demanding are way higher and I don’t want to ruin our deal for some thousand bucks.

Potential Problems

The internet connectivity could lose and disrupt the meeting

My representative at Hewlett Packard might not support my terms.

Meeting Role Play

Stakeholders – Coordinator (David), Harry (Hewlett Packard operations Officer), Daniel (My representative who knows Harry)

Coordinator – Good morning gentlemen, I hope you all are doing well. As you all are already aware of the objective of this meeting, thus I hope we would understand each other. Thank you

Harry – Thank you, David my company is very excited to work with you and we are looking forward to more future developments

Daniel – Yes David Harry is right I have closed down more than 20 deals of contracted up-gradation and they never let me down.

Harry – Thanks David, I appreciate that.

David – Harry as you are aware that we are planning for system upgrading and your company looks well and capable enough for providing good service

Harry – Thank you, man I also appreciate the progress your organization has made over the past 5 years.

David – Yeah, the thing is that the cost you offered to us of $67,500 for the up-gradation is a bit too high and expensive and disturbing our defined budget thus I think it would be good If we could figure out a middle way for benefit of both of us.

Harry – David the cost is already feasible and lower as we provide the same services at no more than $70,000, but I will try my best to find a resolution.

Daniel – Of course Harry, I think the company of David is going to provide you with a lot of Business and you two would do great together for each other. I request you to put down your final cost

Harry – I can provide you with the up-gradation under $60,000 but that would be with few sacrifices for the current demanded equipment

David – No Harry we can’t compromise on quality.

Harry – No the quality would not be compromised but I think the CPU version you are demanding right now is more demanding and you would not require it for your daily purposes. I assure you that the quality of your work and hardware would not be affected.

David – Are you sure about that, if I find any complications later then I might reject your whole batch of hardware

Harry – Yes David I heard your concern and I assure you that you would not face problems regarding performance.

Daniel – Yes David Harry is right I have closed a lot of deals with him and I have not seen any businesses facing any issues regarding the hardware Harry is proposing to you

David – Okay Harry if that is the case then I am good with it. So can we close the deal on $60,000

Harry – Sure David, I am fine with $60,000

Daniel – Okay guys that’s fantastic. I also agree with the terms.

David – Thank you guys for giving your precious time.

Email

To – Harry, Daniel

Cc – CEO, COO, General Manager, HR manager, Manager

Subject – Regarding confirmation of negotiated up-gradation cost

Respected Fellows

This is to inform all of you regarding the cost that we had finalized in the meeting has been implemented appropriately and I have received the contract agreement for the same from Hewlett Packard. I once again want to thank all of you for giving me your precious time.

Thank you

Regards

Coordinator (David)

—End of Role-play Activities—

Self Assessment Checklist

Note: The following checklist is for you to confirm your work completion as well as performance and demonstration of skills. Ensure you carefully check, and tick as completed and performed before submitting written evidence and while demonstrating skills during performing the task.

	Assessment Task Activity	Completed as required
A	Plan the negotiation (written project activities)	Yes	No
1	Identify the needs of the meeting and stakeholder availability.	☐	☐
2	Establish the purpose of negotiation and your position of negotiation.	☐	☐
3	Read the negotiation policy and procedure and confirm your authority to negotiate.	☐	☐
4	Identify information that require confidentiality according to policy and manage appropriately.	☐	☐
5	Identify information needs for negotiation including information needs of audience.	☐	☐
6	Identify at least two objectives of negotiation and develop supporting arguments according to objectives.	☐	☐
7	Identify the needs and requirements of relevant stakeholders.	☐	☐
8	Identify and write down the potential problems and issues during the negotiation.	☐	☐
B	Conduct the meeting (role-play)
9	Open the meeting and establish your communication objective and: a. negotiate to achieve your objective by listening actively. b. establish your arguments adapting communication to suit the audience. c. positions yourself with supporting arguments according to objectives with supporting facts. d. communicate with influence, seek consensus and establish areas of common ground and potential compromise. e. close the meeting by summarising the outcome of meeting. f. Confirm and document outcomes of negotiation.	☐	☐
10	Write an email to relevant stakeholders and summarise the outcome of the meeting.	☐	☐

Assessor comments on decision made

Assessment Task 3 – Presentation

(Includes project written work)

Make presentations

You are required to read the following assessment information, requirements, and instructions before commencing. This task has simulated workplace reference. Ensure you access the simulated workplace resources (planning documents, policies, and procedures etc.), equipment, applicable legislation, regulation, standards and code of conduct during the assessment as specified and facilitated by your assessor.

Assessment Information		Description
1	Assessment Method	Project work
2	Assessment Type	Summative
3	Assessment Description (What?)	This assessment task is a presentation based on a case scenario related to task 2 to present and negotiate persuasively, and make presentations to customers, clients and other key stakeholders. You are required to undertake the project by applying foundation skills and providing solutions to task activities demonstrating the application of skills and knowledge. You must also provide written solutions to task activities. You must read the following information related to your assessment to prepare and perform to provide evidence of your skills and knowledge related to the unit of competency.
4	Purpose (objective) of the Assessment (Why?)	To gather evidence of your ability to apply skills and knowledge consistently to present and negotiate persuasively, lead and participate in meetings and make presentations to customers, clients and other key stakeholders.
5	Assessment Instructions (How?)	1. Review the skills application section/s of the learner workbook. 2. Read the task performance requirements and foundation skills application for each task activity. 3. Provide solutions to each written and performance activity using skills and knowledge and demonstrating your foundation skills. Note: Use word-process document for written activities to provide written evidence as specified in the task. you may use MS Word /Mac document for your written evidence. 4. This task requires you to play roles. As specified and agreed by your assessor, role-play the relevant activities demonstrating relevant skills. 5. Organise the individuals- your fellow trainee mates including assessor for the role-play (meeting) as agreed by your assessor. 6. The assessment is due on the date specified by your assessor. 7. Any variations to this arrangement must be approved in writing by your assessor. 8. Submit your work with any required evidence attached. 9. See the specifications below for details of submission requirements. 10. Continue to read the following assessment requirements:
6	Assessment Date/s and Timing/s (When?)	1. This assessment will be conducted according to training delivery session plan. 2. Assessor will specify the timings for assessment and evidence submission date/s and timing/s. 3. Time allowed for the assessment completion is 4 hours within 20 hours of training delivery of the week 4.
7	Specifications (What structure, format and demonstration)	1. Provide written solutions to all the project activities using word-processed document. You may use this MS Word /Mac document for your answering. Provide specified length and numbers mentioned in each written activity. 2. For role-play activities, play the role as specified by your assessor demonstrating foundation skills and knowledge application while being observed by your assessor. 3. Submit the written activities with a cover page that includes your name, student ID, unit name, unit code, date of submission and assessor name. Include header (unit name/code) and footer (page number, student name and student ID number).
8	Assessment Context (where and in what condition)	Assessment is conducted in the training room and safe environment where you must perform applying skills and knowledge. You must also provide written solutions to the activities in a word-processed document with evidence that demonstrates consistent skills and knowledge application in various conditions specified in the assessment task. (Assessed in a simulated off-the-job situation that reflects the real workplace).
9	Required Resources (What resources, equipment, tools and materials)	1. Assessment task with instruction and assessment information 2. Learner workbook and other training handouts. 3. Access to simulated workplace and resources. 4. Computer with Internet access word-process software (MS Word/Mac). 5. Workspace, table, chair and stationery as required. 6. Case study and/or real workplace scenario 7. Access to relevant legislation, regulations, standards, and code of practice 8. Business equipment and resources. 9. Specified timing for assessment.
10	Evidence Requirements (What assessor is looking for)	To complete the unit requirements safely and effectively, you must demonstrate consistence performance and provide evidence of your ability to provide leadership for a program of work. In the course of above, you must: · Provide written solutions to all the case study activities reflecting vocational application, · Demonstrate performance and role-play activities consistently applying foundation skills and, · Demonstrate consultation and communication effectively with relevant stakeholders (assessor and fellow trainees in role-plays).

Presentation (Skills and Knowledge Application)

Using the case study scenario of simulated workplace provided in the appendix, you are required to prepare and deliver presentations to two groups in two presentations as agreed by your assessor as follows:

Presentation topic : COVID Safe Plan

Audience : Customer Service Personnel & Suppliers and customers

Situation

You have been working for Simulated workplace of your choice for two years as a coordinator coordinating with departments to provide an efficient service to its customers. As COVID19 pandemic spiral in 2020, it has become a requirement by Department of Health and Human Service (DHHS) for the organisations to have a COVID Safe Plan for the organisation to get back to normal operation with full human resource capacity in the year 2021.

Your Task

You are required to make presentations to two different groups as the scenario or any other scenario agreed by your assessor. Note: You must replicate the above scenario and situations including factual information and numerical information. Organise the individuals- your fellow trainee mates including assessor for the role-play (meeting) as agreed by your assessor. Complete the following three areas of performance:

Prepare your presentation
Read the case scenario and the organisational policy for presentations in the appendix and prepare to make presentations.
Identify the audience and describe their involvement with Australian Constructions.
Determine the tone, structure, style of communication required for the presentation that suite the target audience.
Identify suitable platforms for different audiences for your presentations.
Make sure you prepare presentation to achieve the objectives of the presentation
Design the presentation to meet the needs of the audience .
Develop an evaluation form to evaluate your presentation quality.
Deliver your presentation

Timing – Each meeting 5-10 minutes per candidate.

Deliver your presentation with reliable information.
Have a question session providing opportunity for audience to ask questions.
Answer questions clearly and concisely with the help of your colleagues using relevant conventions and protocols when communicating with team members (i.e. fellow trainees).
Follow up with stakeholders following presentation (i.e. assessor and fellow trainees).
Evaluate your presentation
Distribute your evaluation form among the audience and ask them to rate your presentation (i.e. assessor and fellow trainees).
Using the evaluation form evaluate your presentation quality and ratings by audience
Identify areas for improvement.
Determine and list presentation improvement strategies for future presentations.

—End of Project Work—

Self Assessment Checklist

	Assessment Task Activity	Completed as required
A	Prepare your presentation	Yes	No
1	Read the organisational policy for presentations in the appendix and prepare to make presentations.	☐	☐
2	Identify the audience and describe their involvement with Australian Constructions.	☐	☐
3	Determine the tone, structure, style of communication required for the presentation that suite the target audience.	☐	☐
4	Identify suitable platforms for different audiences for your presentations.	☐	☐
5	Make sure you prepare presentation to achieve the objectives of the presentation.	☐	☐
6	Design the presentation to meet the needs of the audience.	☐	☐
7	Develop an evaluation form to evaluate your presentation quality.	☐	☐
B	Deliver your presentation
8	Deliver your presentation with reliable information.	☐	☐
9	Have a question session providing opportunity for audience to ask questions.	☐	☐
10	Answer questions clearly and concisely with the help of your colleagues using relevant conventions and protocols when communicating with team members (i.e. fellow trainees).	☐	☐
11	Follow up with stakeholders following presentation (i.e. assessor and fellow trainees).	☐	☐
C	Evaluate your presentation
12	Distribute your evaluation form among the audience and ask them to rate your presentation (i.e. assessor and fellow trainees).	☐	☐
13	Using the evaluation form evaluate your presentation quality and ratings by audience.	☐	☐
14	Identify areas for improvement.	☐	☐
15	Determine and list presentation improvement strategies for future presentations.	☐	☐

Assessor comments on decision made

References

(For task 2 & 3)

1. Website with an author – Author surname, initials (Year), article title, website name, Available at: http://website url.com.au/article, Accessed (or viewed) 10 March 2021.

2. Website without author and no date – Article title (n.d.), website name, Available at: http://website url.com.au/article, Accessed (or viewed) 10 March 2021.

3. Book with no author – Title of book, edition (edn), Volume number or number of volumes, Publisher, Place of publication, page number(s) if applicable.

4. Book with one author – Author, A (Year), Title of book, Publisher, Place of publication.

5. Book with two or three authors – Authors, AA , Author, BB & Author, CC (Year), Title of book, Publisher, Place of publication.

List all references used for assessment task 2 and 3 below (if any)

Appendix

Case Study (Simulated Workplace)

Scenario 1 – Meeting 1

You have been working for Australian Construction (Simulated workplace) for two years as a coordinator at Melbourne Office coordinating with departments to provide an efficient service to its customers. The manager has recognised you as a fully committed hard working employee compared with other members of the team according to you achievement of KPIs. But, after last year (i.e. December 2020) performance appraisal there has been pay rises for all the individuals and you find you have been treated the same as others including team members who were not so committed to their job roles and they underachieved KPIs. You are bit unhappy about it and want to negotiate for a better pay rise as a recognition and appreciation of over-performance and achieving targets. You meet with your immediate manager, General manager and HR manager to negotiate.

General manager is very bushy and not available during morning and early afternoon. HR Manager needs early confirmation for meeting at least two days before as he is involved in workforce planning for the year ahead. Your manager is available.

Scenario 2 – Meeting 2

Your Melbourne Office goes for a computer upgrade to facilitate the requirement of automation of services to increase efficiency. You have received three quotes from three suppliers as follows:

Computer Genesis Pty Ltd.	$59,000
Tech Dynamics Pty Ltd.	$62,500
Hewlett Packard Australia Pty Ltd	$67,500

Allocated budget is $60,000.

In your evaluation, you find the Computer Genesis Pty Ltd does not have many positive reviews from the market and Tech Dynamics is a reliable supplier yet not having great reputation for quality service as compared with Hewlett Packard Australia.

You have consulted relevant stakeholders and experts to select the best solution. Outcome of consultation is the recommendation of HP product from Hewlett Packard Australia Pty Ltd. According you your store policy, you cannot go beyond the budget allocation. You are planning to negotiate with Hewlett Packard Australia for a price reduction without compromising with product and quality of upgrade.

You know someone at Hewlett Packard Australia Pty Ltd Hewlett Packard Australia Pty Ltd who can influence the negotiation with some authority. But, his availability is unsure as he is involved in international travelling most of the time.

Note: You must replicate the above scenario and situations including factual information and numerical information. Organise the individuals- your fellow trainee mates including assessor for the role-play (meeting) as agreed by your assessor for task 2. Organise the training room settings and the audience for the presentation for task 3.

Scenario for presentation (for Task 3)

You have been working for Simulated workplace of your choice for two years as a coordinator coordinating with departments to provide an efficient service to its customers. As COVID10 pandemic spiral in 2020, it has become a requirement by Department of Health and Human Service (DHHS) for the organisations to have a COVID Safe Plan for the organisation to get back to normal operation with full human resource capacity in the year 2021.

Your workplace deal with wide range of products that require human interaction and contact through demonstration. The COVID Safe Plan is developed and need to be communicated and presented to stakeholders who have direct involvement with operation. You have been assigned the task of presenting the COVID Safe Plan requirements to two groups such as:

Customer Service Personnel
Suppliers and/ or customers (key stakeholders who interact day-to-day basis)

Your role is to prepare and deliver the presentation addressing the following:

preparing and planning the presentations
identifying suitable platform for presentations
presenting reliable information
designing the presentation to meet the needs of the audience
answering questions clearly and concisely and
evaluating the presentations to identify areas for improvement.

You have the following policy and procedure for negotiation.

Policies and procedures

Negotiation Policy and Procedures

Purpose

This Negotiation and Execution of Contracts Policy clarifies the procedures, obligations and liabilities applicable to the negotiation and execution of contracts in the name of (organisation). This policy is consistent with the policy entitled “Purchasing and Contracting Regulations” Except for the contracts for which authority is reserved by the Board or designated to the CEO by this Policy Manual, all contracts necessary for the daily operations of each.

Therefore, the following Negotiation and Execution of Contracts Policy defines the circumstances under which individual employees are authorized to negotiate and sign contracts on behalf of (organisation), as well as the process and procedure for reviewing and approving contracts prior to signature.

Policy Statement

Unless specifically excluded from this Policy, all contracts involving (organisation)must be executed in accordance with the terms of this Policy. No person shall sign any contract binding upon the (organisation) unless such individual has been appointed, in writing, as the designee authorised to sign. For purposes of this policy, “contract” shall mean any contract, agreement, memorandum of understanding, memorandum of agreement, letter of intent, or any other instrument which commits the funds, personnel, equipment, property or facilities of (organisation). The policy shall further apply to revenue contracts for which the (organisation) receives funds for providing services, as well as all change orders, modifications, amendments or renewals of any contract.

Procedure

Planning your negotiation

No amount of preparation is too much in approaching complex or high-stakes negotiations. Plan both your approach to the subject under negotiation, and your tone and communication style. In approaching the subject of your negotiations:

set your objectives clearly in your own mind (including your minimum acceptable outcome, your anticipated outcome and your ideal outcome)
determine what you will do if the negotiation, or a particular outcome, fails
determine your needs, the needs of the other party and the reasons behind them
list, rank and value your issues (and then consider concessions you might make)
analyse the other party (including their objectives and the information they need)
conduct research and consult with colleagues and partners
rehearse the negotiation
write an agenda — discussion topics, participants, location and schedule.

In deciding your communication style, familiarise yourself with successful negotiating strategies. Arm yourself with a calm, confident tone and a set of considered responses and strategies to the tactics you anticipate.

Engaging with the other party during the negotiation

Introduce yourself and articulate the agenda. Demonstrate calm confidence.
Propose — make your first offer. The other party will also make proposals. You should rarely accept their first offer. Evidence suggests that people who take the first proposal are less satisfied and regret their haste.
Check your understanding of the other party´s proposal.
Remember your objectives.
Discuss concepts and ideas.
Consider appropriate compromises, then make and seek concessions.
Suggest alternative proposals and listen to offered suggestions.
Paraphrase others’ suggestions to clarify and acknowledge proposals.
Give and take.

Closing the negotiation

Take a moment to revisit your objectives for the negotiation. Once you feel you are approaching an outcome that is acceptable to you:

look for closing signals; for example
- fading counter-arguments
- tired body language from the other party
- negotiating positions converging
articulate agreements and concessions already made
make ‘closing’ statements; for example
- ‘That suggestion might work.’
- ‘Right. Where do I sign?’
get agreements in writing as soon as you can
follow up promptly on any commitments you have made.

Conducting Meetings

Policy : Meetings should be conducted in a manner which maximises meeting outcomes and does not waste employee time.

Definitions : The meeting chairperson is the person who chairs the meeting. A quorum is the minimum number of participants required to make decisions at a meeting.

The minute taker is the person responsible for recording meeting actions and preparing the Minutes of Meeting.

Procedure

Responsibilities of meeting chairperson

Ensure there are enough people at the meeting to make a quorum.
Run the meeting according to the order of items on the Agenda.
Ensure all participants are given an opportunity to contribute.
Encourage open and constructive discussion.
Discourage destructive discussion.
Ensure all or most Agenda items are covered.
Close the meeting.
Check and sign the Minutes of Meeting.

Minutes of Meeting

The minute taker must provide an accurate record of the participants, apologies, motions, actions and important points raised at the meeting in the Minutes of Meeting.
The template for the Minutes of Meeting should be used.
The Chairperson must approve the Minutes of Meeting before they are distributed.

Simulated Workplace Presentation Policy (Excerpt)

After you have been authorized to present on behalf of Australian Construction, please review and adhere to the guidelines and policies below.

General presentation guidelines

Copyright Information
Australian Construction Guidelines
Cost
Sample design

PowerPoint Presentations

Approved templates (and when to use co-branded templates)
Images / Photos
Medical or Scientific Illustrations
Presentation Coaching and Development

General Presentation Guidelines and Policies

Copyright Information

Material on the internet is copyrighted. Look for terms and conditions of acceptable use for all images/photographs and text you find online before copying and using any content.
Before sending your presentation, please confirm the copyright status of all images and external content.
Make sure that all external content (images and text) is properly cited.
You can search the Copyright Clearance Centre (http//:www.copyright.com) to find journals and get permissions. Authors frequently cannot give permissions to their own published works; often the journal publisher must grant permission to use.
Government websites are usually in the public domain. Permission is not needed to use if cited properly. Citations are usually provided on the website.

Australian Construction Guidelines

Slides cannot contain any advertising, trade names or product-group messages.
The content must promote improvements or quality in healthcare and not a specific proprietary business interest of a commercial interest.
Presentations must give a balanced view of therapeutic options. Use of generic names will contribute to this impartiality. If the CME educational material or content includes trade names; available trade names from several companies should be used, not just trade names from a single company.

PowerPoint Presentations: Approved Templates

Australian Construction Wollongong (this needs to be updated before posting

PowerPoint presentations: Images

If photographs of staffs are used, you are required to obtain a signed media and public relations consent form pursuant to staff Policy.
If photo releases have not been acquired, all images of staffs and other stakeholders must be de-identified. Please consult Australian Construction media unit with questions.
Photos on the internet are copyrighted. Review all copyright information [link to section above] before using images found online.

Additional tips

Always use high-resolution photos (300 dpi or higher)
Contact your service line marketing representative for ideas [need an updated marketing contact list]
On IT database – Departments à Marketing and Public Relations à System Messaging and Marketing Templates à Logos and Photos
Sites that offer free stock photos (no photo credit or sourcing required):
- http://www.thinkstockphotos.com/
- http://www.istockphoto.com/
- creativecommons.org.

Assessment Task 1. 3

Assessment Task 2. 6

Assessment Task 3. 11

References. 1

Assessment Task 1

Question 1

Critical thinking has been created in someone’s mind and can be a common process. Critical thinking motive is improving the quality of thinking of the person and this can lead to the person thinking out of the box and developing new ideas. This is considered useful for the organization as these ideas can build and with the help of critical thinking real issues and problems could be solved. Critical thinking can provide efficient results and these ideas help the company in achieving its target. Critical thinking is considered tobe the skull structure that has been built in a person’s mind and action has been taken according to this for having the results (Rodríguez-Pose & Lee, 2020).

Question 2

If we examine critical thinking thoroughly, then could see how it differs from creative thinking in so many aspects. Critical thinking requires considering what is already in place in the organization and identifying the challenges that arise as a result of such methods. They come up with new ideas through creative thinking, and everything about this sector is novel. The goal of creative thinking is to come up with something fresh that isn’t already on the marketplace. The distinction between critical and creative thinking would be this.

Question 3

The goal of critical thinking is to stimulate fresh thoughts and ideas. It is a critical thinking approach. Critical thinking does not follow the same model as creative thinking. The paradigm of creative thinking contributes to fresh change and innovative ideas being implemented in the company. Critical and creative thinking serve distinct purposes, yet they also have the same goal in mind: to consider the firm’s future growth. Each of these modes of thinking has a lot of studying to do, and they must consider the company’s future growth.

Question 4

Critical thinking has not been accepted by the companies easily as they are required to reach that point in that they must make sure that by using these ideas best result is been obtained by the company

a) All the parts meta analysis by critical thinking step by step in detailed form for making sure before application of this.
b) After that synthesis gets done of the thinking as per needs
c) At the endpoint evaluation gets done of the critical thinking as per the plan and after doing the evaluation, waiting to be done for results so that it has to make sure that positive result gets obtained (Triaswati, 2021).

Question 5

a) The primary goal of the company is to provide a safe and healthy work environment for employees. Staff and colleagues must feel at ease in their workplace environment. The workspace ought to be spotless, and this will be located in a visually appealing setting.
b) Workplace process must be standard and this means the company must have such a working environment process in which there can be new ideas and fast results (Jang, 2016).
c) Tools in the business are highly essential, and if the company and its employees have all of the assets they need at the work on schedule, the best outcomes would be achieved.

Question 6

Team learning and system thinking are two features of a learning company. Those learning organization qualities are critical to the company’s ability to enhance its functioning effectiveness. Learning new skills as just a team is crucial because it will provide fresh ideas to the business, and learning would bring players closer together and improve its functioning outcomes. The organization’s system management would be adequately managed in the second plan since the company has no intentions to operate on without systems theory. The cognitive aspect of the process is set by systems theory.

Question 7

The legislation is linked to the staff and organization’s safety and health. Their motivation is to guarantee the safety of employees, and activity must be carried out by applicable legal, and no one will be harmed for no reason. Every firm must obey the regulations and laws since unlawful labour causes ambiguous issues and problems for the business, and as a result, the professional image has suffered. The working atmosphere must be healthier for everybody in the company, as per the Welfare Regulation Act of 1992(Caniëls & Rietzschel, 2015).

Question 8

Laws, database systems, and assessments are 3 primary sources of data that are credible for giving information associated with workplace practice. These 3 are the main source thatgives the organization trustworthy information that allows it to adjust its work policies by resources and information. The law displays the firm’s final revenue and profit, which assists them in determining the company’s market valuation. The information record indicates the unneeded expenditures as well as how to manage them. Finally, the research report displays the customer acquisition bar in the marketplace.

Question 9

Professional best practices for achieving the finest outcomes for the business are not a waste of effort; instead, they allow you to focus on your task. Regularly, improve one’s knowledge and thinking skills, which would lead to the establishment of new concepts in one’s head. Learning, that affects society’s perspective and grows the world, is yet another aspect of optimal practice in industrial growth. The public is drawn to the organization by this statement. If a company adheres to all of these characteristics topractice best practices, it will get the best outcomes (Lee & Rodríguez-Pose, 2014).

Question 10

The business must conduct training dailyto create opportunities that encourage workers to offer their all in the workplace. In critical thinking, the corporation must pay attention both to people and teams to comprehend the concerns of the firm. Individual thinking is less crucial in creative thinking than collaboration. A human’s creative thinking would be created, but critical thinking may require cooperation to comprehend the company’s genuine difficulties as well as how to handle them (Cletus, et al., 2018).

Assessment Task 2

Question 1

All data and research must be used as a basis for the organization to determine the barriers and disputes those are arising in the organization as a result of incorrect facts. In critical thinking, knowledge and tools are crucial. The critical and creative functions are distinct, and data and knowledge resources are employed to enhance the company’s functioning policies. The types of sources are employed by the company’s requirements.

Question 2

The 5 questions which get used in identifying the knowledge gaps among the team members are

These questions may be asked by the manager to the team members about what is needed in the industry
the Second question could be what are the skills which have needed in the team?
Where are all team members?
They can be asked about the work details to which they are linked?
Works of team members must be reported and the position of the results (Caniëls & Rietzschel,2015).

Question 3

5 opportunities for formal and informal learning are

Specific structure can be formal learning and there must be flexibility in an informal structure
There is a learning management system in learning which is formal and content has been consumed and generated in informal learning
In learning content is being created by designers and trainers is formal and content is being created quickly in informal learning
Formal learning is the option of every company so that they can have the better learning experience
Informal learning there are webinars, screen-sharing, and lectures must be done and during informal learning, content gets spread with social media channels like Twitter, Facebook, and Instagram(Tiyaswati, 2021).

Question 4

Critical and creative thinking approaches and some key features are as follows

There is the thoughts assessment gets done in critical thinking
There is the thought analysis in critical thinking
Skills and thoughts ability is checked
There are some obstacles and barriers to critical thoughts
Deposition of thoughts is there in creative thinking (Tripathy, 2020).

Question 5

Gaps and barriersto critical thinking are as follows

Drone mentality- When some other person is not paying attention while doing communication then this barrier happens
Social conditioning- These stereotype gets involved in this critical thinking type
Egocentric nature and thinking patterns- This is a natural behaviour and is difficult for overcoming the thinking
Group thinking- This is a harmful barrier to critical thinking and also unhealthy for the company
Laziness- This is the critical thinking barrier as the person having a lazy mind may not think out of the box (Jang, 2016).

Question 6

Professionals with this ability to think creatively are extremely valued. Problems may be approached in a range of methods using creative thinking. This sort of mentality is utilized to come up with fresh answers; as one thinks, innovative concepts and hypotheses emerge. Employees may improve their abilities and develop new things by using creative thinking in the workplace(Senra & Fogler, 2014).

Question 7

Decision-making is the answer to critical thinking challenges that come. Decision-making assists the business in devising a plan and figuring out where to put these visions into practice with fresh creativity and suggestions to attract consumers. The terms “problem-solving” and “critical thinking” are interchangeable. The plan is developed based on an occasion as well as other organizational goals. Encourage employees to improve in the workplace. Workplace training for critical thinking and behaviour is provided. It’s not a good idea to jump to a conclusion right away. Overthinking must be halted to allow for better thought, as well as the entire product would be disciplined. On the thinking, talks and arguments must be conducted. By using this process there would be so many solutions(Tripathy, 2020).

Question 8

Additional support which has been required by teams and individuals is as follows

1) It is necessary to build a fresh work process.

2) The team must be instructed to make a health implementation plan.

3) Technology must be used to its full potential.

4) Critical thinking training and education must be prioritized.

5) Employees must be given resources for their assistance.

6) Employees’ views must be communicated to boost their motivation.

7) The employees’ ideas must be checked frequently.

8) With fresh ideas and methods, brainstorming must be exercised (Prat-Sala& Van Duuren,2020).

9) Make the team aware of the assistance mechanisms available to them and urge them to use them.

10) Positive work must be continued, and the team must be motivated to complete the task.

Question 9

1) Case study – Case studies are utilized in educational programs. It simplifies the learning process for staff.

2) Group activity – with grouping and collaboration, the job is completed correctly and quickly. The group talks aid the team in finding answers to the challenge.

3) Presentation – The presentation clarifies the growth program and encourages innovative abilities among personnel.

4) Written task – The written task assists staff in resolving their doubts through the use of inquiries. Report composing also aids in the development of their thoughts and talents.

5) Verbal questioning – Questioning enables workers to enhance their thinking by bringing up fresh thoughts in their heads when they are being questioned.

6) Project work- This has been used for enhancing the ideas of thinking and skills. The project work has been used for remaining employees and how they have learned from this(Cletus, et al., 2018).

Question 10

Workplace development policies have been given below are as follows

Conflict resolution
Anti-discrimination
Information privacy
Work health and safety
Negotiation
Payments and refunds
Equal opportunity for employees
Restriction of use of drugs and alcohol (Senra & Fogler, 2014).

Assessment Task 3

Role-play

Meeting with team members

Respected team,

This meeting is getting conducted for discussing some topics related to creative thinking skills and coordination of team members. They must be taught related to communication skills and related to the responsibility for the organization’s future growth.

Improvement in thinking skills

The chief executive stated that critical thinking is represented by the computers at the discussion. The tools that are employed in tech are becoming more powerful in several ways. We could achieve all that without assistance if we employ these skills. Human critical thinking has taken over the machines. Machinery is created and utilized with the help of people’s opinions and talents.

Problems at workplace

1) There may be project-related disagreements among co-workers.

2) Issues with the decision-making procedure.

3) Concern about the organization and its products.

4) Ineffective employee & training initiatives.

5) As technology advances, it becomes more difficult to comprehend how machines work.

Increment in learning opportunities

1) Participate in group activities and collaboration, as well as participate in some conversations.

2) The creative project is successful(Prat-Sala & Van Duuren, 2020).

3) Verbal inquiry aids individuals in expanding their thoughts.

4) The greatest approach to get the workers to comprehend their abilities is through seminars.

5) Roleplaying is an important part of the learning process.

6) Written tasks, such as inquiries, documentation, and writing exercises, are also employed in the learning experience.

7) In the learning experience, research papers are frequently utilized. Employees have a simple understanding of the problem.

Verbal questioning

This helps in thinking of the employees about solutions and ideas to questions. Workers’minds do increase the working process of ideas while doing questioning. This technique has been used by trainers to the trainees.

Feedback

Employees are given feedback on how well they are performing. They informed the staff about their attitude, education program, and commitment to the company. Negative or good feedback is given to the staff. The bad feedback was for the individual’s poor performance, while the good feedback was for the individual’s gratitude. They are also given a feedback form to discuss their abilities and the organization’s training algorithm. How much because they have learned as a result of the instruction.

Feedback collection

Employees presented their talents in the comments but also discussed their good suggestions again for the company’s potential development. The input inspired several of the staff’s suggestions. This form also discusses their abilities and perspectives on the organization.

Additional support

Employees are given more help in terms of creative thinking. They inform employees about the distinctions between facts and thoughts. They were taught about their abilities and how to assist others to detect and analysing critical thinking. They assist in assessing the systems and data as well as their attitude toward the firm. They assist students in recognizing preconceptions and communicating their abilities to the company or instructors, as well as teaching individuals how to express their analytical reasoning toward others.

Improvement in a learning environment

In intended to notify the employees well about rules, they are highly significant in the organization. The organization can use the objectives and principles to assess employee behaviour. The application of the decision-making procedure in the work aids the organization’s rules and regulations. It guarantees the employee’s right to be treated equally wage and the chance for equitable participation inside the company. Anti-discrimination rules are being used to inform personnel.

Employees are informed on how to use the company’s property. If a problem arises, the workers’ learning programs will address how to resolve it. Employees who are acquiring critical thinking also are trained on how and where to service clients.

References

Caniëls, M. C., & Rietzschel, E. F. (2015). Organizing creativity: Creativity and innovation under constraints. Creativity and Innovation Management, 24(2), 184-196.

Cletus, H. E., Mahmood, N. A., Umar, A., & Ibrahim, A. D. (2018). Prospects and challenges of workplace diversity in modern-day organizations: A critical review. HOLISTICA–Journal of Business and Public Administration, 9(2), 35-52.

Jang, H. (2016). Identifying 21st century STEM competencies using workplace data. Journal of science education and technology, 25(2), 284-301.

Lee, N., & Rodríguez-Pose, A. (2014). Creativity, cities, and innovation. Environment and Planning A, 46(5), 1139-1159.

Prat-Sala, M., & Van Duuren, M. (2020). Critical thinking performance increases in psychology undergraduates measured using a workplace-recognized test. The teaching of Psychology, 0098628320957981.

Rodríguez-Pose, A., & Lee, N. (2020). Hipsters vs. geeks? Creative workers, STEM and innovation in US cities. Cities, 100, 102653.

Senra, M., & Fogler, H. S. (2014). Teaching creative thinking and transitioning students to the workplace in an academic setting. Chemical Engineering Education, 48(1), 9-16.

Triaswati, I. (2021, March). Students’ creative and innovation skill on chapter of Newton’s law using SSCS learning model. In Journal of Physics: Conference Series (Vol. 1806, No. 1, p. 012120). IOP Publishing.

Tripathy, M. (2020). Dimensions of critical thinking in workplace management & personal development: a conceptual analysis. Multidisciplinary Journal for Education, Social and Technological Sciences, 7(2), 1-19.

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You need to understand the scenario before starting the activity thoroughly.

Additional scenario	Peter was five when his mother died due to a heart attack, and after two years, his father got married, and his stepmother and his son moved in with them. Peter was close to his father, but his stepmother did not like it, so she convinced his father and sent him to the boarding school where he was sexually abused and got bullied by his schoolmates. When he came back one summer to house, his step-brother accused Peter of stealing in front of his friends and their parents. Peter was so ashamed of this incident he locked himself in the room for two days, and his friend’s parents no further let their children play with Peter. After this whole incident, Peter father called him back home and started spending more time with him by going out together fishing and doing the activities which he liked. But his stepmother did not like it, and she used to hurt him when his father was not around, torture Peter and scare him to send him back to boarding school if he complained about this to his father. But his father didn’t realise that despite this sharing of activities and the feelings of closeness, he was dismissive in regard to Peter’s psychological trauma and his stepmother behaviour towards Peter. Peter is good at his studies, but after all incidents, he has intense mistrust that made him physically aggressive and verbally abusive towards the teacher and students in the school. One of his teachers, Miss Alex, has known Peter from the age of 1 as she lives next door and she finds this behaviour of Peter not normal for him, and she has also noticed a few marks on his hands and on asking Peter he became scared and started crying, so she raised the concern with the school principal, as Peter is not ready to speak up about the marks and his father is not contactable over the phone as he is away and Miss. Alex have a doubt on his stepmother for the marks.
Your task	In this activity, you will act as a caseworker, and you are responsible for providing trauma-informed care to Peter. For this purpose, you are required to conduct a meeting with Peter to understand the impact of trauma on Peter and assist him in developing strategies to address his specific trauma needs. You are required to perform the following tasks: · Apply practice based on trauma-informed care principles and perspective · Provide the client with a safe environment by promoting trustworthiness & transparency by developing strong relationships · Use effective communication strategies and be culturally and age-sensitive · Emphasis on non-judgmental, compassionate responses to disclosures of past and current trauma or abuse · Validate the emotional reactions of the person that signifies the understanding of the impacts of trauma · Recognize the person’s strengths and resilience · Identify the impact of the trauma on the person mental health development · Identify any triggers or flashbacks that person faces · Determine the potential for and causes of re-traumatization, in particular in accessing or receiving services · Identify and address barriers in the trauma care process · Assist consumers in identifying their issues and preferred options to manage the impact of trauma · Develop different strategies to cope with and manage the impact of trauma by identifying the person-specific needs · Determine the capability of the service to respond to people’s trauma issues · Develop strategies to eliminate, minimize and/or manage the impact of triggers to traumatization and re-traumatization. · Provide the client with an opportunity of choice · Provide support to the client in developing skills and knowledge by providing them information on a range of services and available support options · Follow appropriate procedures to assess the options of bringing in specialist support and/or appropriate referral (refer to policy manual) · Obtain consent from the customer to share information with the specialist · Develop individual support plans by integrating the impact of trauma
You will be required to complete.	You need to complete the role play based on the above-provided instructions and complete the templates provided below. Where the information is not provided to complete the template, you can use the information provided by your participant in the role play. Submit the completed template to your Trainer/Assessor Your Trainer/Assessor will observe your performance and complete the following performance checklist.
Timeframe	You are required to complete this activity in 15 to 20 min.

Template: Individual Support Plan

The answers are given below:

Surname:	Latin
Given Names:	Peter
Date of Birth:	08-06-2018

Religion:		Jewish fisherman
GP:	Dr. Karnil
Psychiatric:	Dr. messy

Diagnosis:

Impact of trauma

Allergies:

No allergies

Other support involved

The Counsellor

Communication

Oral Hygiene

Good Hearing

Own teeth

Good Vision

Dentures

Clear Speech

Assistance required

Good Comprehension

Specify:To obviously designation approximately or municipal a specific feature of peter.

Aids Required: essential for homebased maintenance, and necessity for nourishing sustenance.

Mobility

If assistance required, specify

N/A

Self-governing

Reliant on

Nutrition

Assistance required to eat and drink

Likes

Additional berries – nuts, berries, yogurt

Dough, drink, rice saucers

Cultural dishes – consommé

Assistance required

Dislikes

Pumpkin vine, brunette

Set up

Normal diet

Cut up

Special diet

Adaptive aids required:

Creation, facility, expedient, apparatus, adapted or personalized, and intensification (Bishu, et al.,2014).

If yes, specify:

Essential Individual Brothers Lawful Essences. No lobsters. No ham or ham foodstuffs. Determination Brothers Mealtimescountingdough on Saturday rendering to confidence.

Long-term Goal:

Towards developed a self-governing individual and converted into a specialist (Fite, et al.,2017)

Area of Service	Goals	Related Tasks	Consent (Y or N)	Responsibility	Timeframe
Instructionservice	Towards registration inspinninglecture	-Becomeagendas -Organize Conveyance	Y	Caseworker and the peter	Continuing
Domestic Service	Retreat adjacent to ancestor	-Establish and timetable childcare programs for ancestor	Y	Peter and father	Constant
Well-beingservice	Vacation vigorous and workout frequently	-perceivePsychoanalystdoublein a workweek Admission the gymnasium	Y	The Peter	Continuing

Caseworker signature- Date – 03-04-2022

Client Signature- Date – 05-04-2022

Role Play

Date – 03/04/2022

Time – 10:00 am

Duration – 15 min

Agenda – Assist Peter to cover the trauma.

Attendees – Caseworker and Peter

Venue-Conference Hall

Caseworker – good morning, Peter.

Peter – good morning, sir.

Caseworker – Today, I conduct the meeting to provide information related to the impact of the trauma and also provide solutions to overcome the impact of the trauma.

Peter – ok, sir. I also want to know this information in detail.

Manager – There are some impacts that trauma that I need to inform you such as

1. The first initial reaction that is caused by trauma is confusion, anxiety, and exhaustion.

2. The agitation also occurs in the case of trauma.

3. Person can start judging people so deeply without any guilt.

4. In the case of trauma, a person starts spending time alone without communication and disturbance because he feels that another person will harm him.

5. In case of trauma, a person experiences a nightmare due to which person can start feeling that it will happen in the future with him.

6. guilt, anger, and sadness are the type of feeling that person feel or experience in the case of trauma.

7. The numbness is also experienced by the trauma patient.

8. The physical symptoms that happen with the trauma patient is sweating, fatigue, headache, racing heart, digestive symptoms, and feeling jumpy.

Peter – I also feel this type of symptom in my routine life.

Manager – oh really.

Peter – yes, sir. I want to know their cure for trauma and how to overcome this disease.

Manager – yes, there are some cures that are involved in the therapy of the trauma such as

1. Initially, we start the counselling process in which we ask some questions related to symptoms that you currently feel to suggest the best therapy to stop your disease.

2. The combination of medication and psychotherapy involve in the treatment of the trauma.

3. We also start the CPT (cognitive processing therapy) which helps the trauma patient by providing a way to think the things in a new way.

4. We also conduct the motivational session in which we encourage the patient to upgrade their standard of living and communicate with the other person without judging them deeply.

5. To improve the lifestyle of the trauma patient, we will conduct some yoga or exercise sessions to improve the physical as well as mental health of the trauma patient.

6. We recommend the trauma patient not drink alcohol or drugs and involve in enjoyable activity which helps in removing stress from the mind.

Peter – Ok, sir.

Thank you

Have a nice day

	Activity 2: Facilitate and support referral needs
Additional scenario		Peter has provided you consent to involve the specialist to manage his trauma needs. Now you are required to contact the specialist provide a referral for Peter, and share relevant information with the specialist to assist Peter to manage the impact of trauma.
Your task		In this activity, you will act as a Peter Caseworker, and you are required to send an e-mail and organise Peter specialist as per the discussion held in activity 1. You are required to discuss with the specialist Peter trauma needs as per consent provided by Peter in activity 1 and support the specialist in providing all the relevant information. One of your classmates will act as the specialist to whom you are required to send an e-mail for the referral. He/she will also respond back to you with their e-mail with the confirmation of the referral received.
You will be required to complete.		You need to write an e-mail as per the task instructions and submit it to your Trainer/Assessor. Your Trainer/Assessor will observe your performance and complete the following performance checklist.

Template- E-mail

To: specialist@au.in

Cc:Manager@au.in

Bcc:

Subject: To interconnect with the specialist to provide a reference for the Peter.

Date e-mail is sent: 03-04-2022

Attachments: It includes emerging in behaviour to confirm the immediacy of an upkeep contributor in period of anxiety.

Hello

I optimism that you are undertaking healthy and glowing. It is including developing in performance to authorize the imminence of a maintenance sponsor in period of nervousness.

Gratify Discovery the devoted recommendation for Peter through the devoted plan by all applicable material for Peter.

Delight Similarly Occupancy me distinguish once determination be bright to quarterthe Peter.

Uncertainty you consume any queries or anxieties, satisfy and please sensation permitted to interaction with me.

Caringaffections

Caseworker

	Activity 3: Follow up with specialist
Your task		In this activity, you will act as a Peter Caseworker, and you are required to send an e-mail and follow up with the Peter specialist. You are required to ask how Peter is doing and if any assistance is required from your side. One of your classmates will act as the specialist to whom you are required to send an e-mail for the follow-up. He/she will also respond back to you with their e-mail with your follow up enquiry.
You will be required to complete.		You need to write an e-mail as per the task instructions and submit it to your Trainer/Assessor. Your Trainer/Assessor will observe your performance and complete the following performance checklist.

Template- E-mail

To: specialist@au.in

Cc:Manager@au.in

Bcc:

Subject: To enquire how Peter is undertaking and if any support is obligatory from your adjacent.

Date e-mail is sent: 03-04-2022

Attachments: mandatory to direct contact and survey up with the Peter professional.

Hello

I expectation you are taken responsibility fine. I just want to enquire that how peter is undertaking the responsibility.

So, I just famine to survey up on in what way my consumer Peter is liability and if you necessitate any additional support from my adjacent

Uncertainty, if you consume any queries or anxieties, the satisfies texture and you are allowed to communication with me.

Caringesteems

Caseworker

Activity 4: Feedback

Part A

Your task

In this activity, you will act as the caseworker. You are required to send an e-mail and gather feedback from Peter (your client) and one of your co-workers on the trauma-informed service practices and identify the key areas for improvement.

One of your classmates will play the role of the co-worker, and another classmate will act as Peter (your client). You are required to send them feedback e-mail, and they will reply back to you with their feedback.

You will be required to complete.

You need to write an e-mail as per the task instructions and submit it to your Trainer/Assessor. You are also required to submit the feedback e-mail of your client and your co-worker to your Trainer/Assessor.

Your Trainer/Assessor will observe your performance and complete the following performance checklist.

Template- E-mail

To: peter@au.in

Cc:Manager@au.in

Bcc:

Subject: The trauma knowledgeable facility performs and classify the important extents for development.

Date e-mail is sent: 03-04-2022

Attachments: obligatory to direct an e-mail and fold response from Peter (your customer).

Hello

I anticipated you are responsibility glowing. Actually, I want to trauma knowledgeable facility performs and classify the important extents for the development.

Satisfy and deliver your appreciated feedback or response on the present facility repetition and agendas to recognize zones for development in the trauma well-informed repetition. Your response will be abundant esteemed.

Uncertainty you consume any queries or anxieties, gratifies sensation and feel free allowed to interaction with me.

Sympathetic respects

Caseworker

Template- E-mail

To: Specialist@au.in

Cc:Mnager@au.in

Bcc:

Subject: I escalate your response and that you consume occupied the period to express me.

Date e-mail is sent: 04-04-2022

Attachments: Feedback response to the manager or specialist.

Hello dear

I confidence all is undertaking good and decent and I conventional your mail of response. I really escalate it. Its Revenue Portion to me that you containoriginate to me deferentially and faith me with your viewpoint.

Thank you for the evaluation. I am regretful to perceive you had an annoying knowledge, but I actually escalate you transporting this subject to my courtesy.

I potential to you that I not ever over doing the similar error.

And if you consume any queries or anxieties, satisfy sensation allowed to interaction with me.

Caring respect

Peter

Part B

Your task

In this activity, you will act as the caseworker. You are required to write a report based on the feedback received from Peter and your co-worker in part A on the current service practices and programs for trauma-informed practice and identify the key areas for improvement.

You are also required to reflect on your own practices and services.

You are required to include the following in your report:

· Acknowledge the impact of trauma in the development of the individual support plans

· Evaluate the feedback received from client and co-worker in Part A

· Evaluate the current service practices and programs

· Determine the service policies, procedures or practices that could possibly contribute to traumatisation and re-traumatisation (case study and policy manual)

· Reflect on your own practices and services

You will be required to complete.

You need to write a report as per the task instructions and submit it to your Trainer/Assessor.

Your Trainer/Assessor will observe your performance and complete the following performance checklist.

Template: Report

Evaluate the feedback received from client and co-worker in Part A

The feedback is received from the client peter, the presentfacilityrepetitions and agendas for trauma informed perform as exerciseoperate in trauma-specific conductmethods, attractivetogether the affected role and suitable partner administrationsinside the conductprocedure. The importantexpanses of development are the periodorganisation, association, skirmish resolution, printedstatement, and clientfacility is compulsory as well. A clientfacilitydatabase solemnizes the equal of clientfacility you goal to deliver, and what appliedbelongingsyourdeterminationdoes to attain this. Founding a fruitfulconsumerfacilitysequencer in your business needsobligation from by hand and youoperate members (Croker,et al.,2012).

Evaluate the current service practices and programs

The existingfacilitiesperforms and agendas are appraising by involve the shareholders, comprehend the possessions, enterprise the assessment, mature an assessmentstrategy when scheming the provision, continuously be strongaround what is existenceassessed. It comprises, if you achieve well in your occupation, you probably be indorsed to the followingequal of your group or association grading. Appraisalapparatuses such as assessments and self-development strategies are calculated to estimateoperatepresentation and recognisethe training and exerciserequirements (Fixsen, et al.,2013).

Determine the service policies, procedures or practices that could possibly contribute to traumatisation and re-traumatisation

The managementformulates not consume a strongstrategy for knowledges of displaced. A condition, a boldness or anappearance, or by convincedsurroundings that reproduce the subtleties of the innovativedisturbance. Re-traumatisation is a cognisant or insensibleprompt of historical trauma that consequences in a reliving of the preliminary trauma happening. The protection, high-quality, association, dependability, and authorization. Safeguarding that the corporeal and expressivesecurity of aseparate is lectured is the significant stage to providing the trauma-informed care or the maintenance. Use attractive judgement interaction and optimistic body linguistic, ask exposed finished queries that response the who, once, anywhere and in what way of subjects existence discussed or deliberated. Circumvent the disturbances, Decision and annoying to solution belongings. Emphasis on the behaviour activities of the individual, not on the somebody.

The philosophies of the trauma-informed care or maintenance as the high-quality, partnership, and permission as glowing as admiration for assortment (McClain, et al.,2012).

Reflect on your own practices and services

Aristocrat Comment Permit Instructors to figure out their separate competence and progress a communal sympathetic of operative laboratory repetition. In the humblest method, thoughtful about or dazzling on what you prepare. Always listen and Attend to the response given, be conscious of your comebacks, be exposed prepared and vibrant, comprehend the communication continuously, reproduce or appraisal then resolve what to organize. Track or follow up to the consumers. Once appraising your own repetition, you need to contemplate how your individual performance has obstructed upon others and what you might do to progress. A unbend advanced technique of the reproduction is to have an involvement, then designate it, examine it, and also revision it them (Mavodza, et al.,2013).

References

Fite, R. E., Lindeman, M. I., Rogers, A. P., Voyles, E., & Durik, A. M. (2017). Knowing oneself and long-term goal pursuit: Relations among self-concept clarity, conscientiousness, and grit. Personality and Individual Differences, 108, 191-194.

Bishu, S., Hernández-Santos, N., Simpson-Abelson, M. R., Huppler, A. R., Conti, H. R., Ghilardi, N., … & Gaffen, S. L. (2014). The adaptor CARD9 is required for adaptive but not innate immunity to oral mucosal Candida albicans infections. Infection and immunity, 82(3), 1173-1180.

Letourneau, N., Tryphonopoulos, P. D., Duffett-Leger, L., Stewart, M., Benzies, K., Dennis, C. L., & Joschko, J. (2012). Support intervention needs and preferences of fathers affected by postpartum depression. The Journal of perinatal & neonatal nursing, 26(1), 69-80.

Albert, S. T., & Shadmehr, R. (2016). The neural feedback response to error as a teaching signal for the motor learning system. Journal of Neuroscience, 36(17), 4832-4845.

Fixsen, D., Blase, K., Metz, A., & Van Dyke, M. (2013). Statewide implementation of evidence-based programs. Exceptional children, 79(2), 213-230.

Croker, H., Lucas, R., & Wardle, J. (2012). Cluster-randomised trial to evaluate the ‘Change for Life’mass media/social marketing campaign in the UK. BMC Public Health, 12(1), 1-14.

McClain, M. C., & Pfeiffer, S. (2012). Identification of gifted students in the United States today: A look at state definitions, policies, and practices. Journal of Applied School Psychology, 28(1), 59-88.

Mavodza, J. (2013). The impact of cloud computing on the future of academic library practices and services. New Library World.

Desley, V., Laurie, B., & Peter, M. (2013). The effectiveness of energy feedback for conservation and peak demand: a literature review. Open Journal of Energy Efficiency, 2013.

Gozzer-Wuest, R., Alonso-Población, E., & Tingley, G. A. (2021). Identifying priority areas for improvement in Peruvian Fisheries. Marine Policy, 129, 104545.

Assessment 1

Task 1

Journal entry

Particulars

Debit

Credit

Bank a/c

$ 250

To Ms. Anderson

(deposit received from Ms. Anderson)

$ 250

Task 2

Invoiceto : MS Anderson		From: Amiconi CakeShop
1 MelbourneDr 1BelleAv. 2000Sydney 3000Melbourne ABN 11222333444 ABN 10100 100100 Date 25/06/2017
Amount Description Price
1 wedding cake $1250
TOTAL $1250

$250	$250
$1000	$1000
NOTE:Theremainderneedstobepaidonthe Pick-up/delivery of the goods

Task 3

Steps	Self-Questions	Answers
1	What did the Company receive?	Cash.
2	IftheCompanyreceivedcash,howwouldthisaffectthecashbalance?	Receiving cash increases the cash balance of the company.
3	Which Side Of Cash Account Represents The Increase In Cash?	Debitside(Leftside).
4	Whatistheaccountnametorecordthesalesofproducts?	Accounts Receivable
5	Which side of accounts receivable account represents the increase in sales?	Creditside(Rightside).
6	Doesthesumofdebitsideamountsequaltothesumofcreditside amounts? Inotherwords,doesthisjournalentrybalance?	Yes. e.g$120=$120

CASH JOURNAL

Date

Description

Debit

Credit

25^th June

Cash a/c

To unearned revenue a/c

(to record cash received as a deposit)

$250

ACCOUNTS RECEIVABLE

Date

Description

Debit

Credit

25^th June

Accounts receivable a/c

To unearned revenue a/c

(to record the amount which is billed)

$1000

Task 4

Answer 4

Date= 13-3-2019

Notes

10*$ 100= $1000

3*$ 50= 150

Coins

25* $20= 500

5* $10= $ 50

3* $ 5= $ 15

Subtotal cash= $ 1715

Task 5

Liliana’s CakeShop		Liliana’s CakeShop
1 BelleSt		1 BelleSt
Melbourne3000		Melbourne3000
39428555000		39428555000
MID 24458705		MID 24458705
TSP 100362999945		TSP 100362999945
TIME 21JUN2017		TIME 21JUN2017
TRAN 000050CREDIT		TRAN 000050CREDIT
MasterCard		MasterCard
MasterCard I		MasterCard I
CARD………………………….. 4444		CARD………………………….. 4444
RID A000000000A		RID A000000000A
PIX 1010		PIX 1010
TVR 00000000000		TVR 00000000000
TSI E800		TSI E800
TC 125C79E5E33E69D8		TC 125C79E5E33E69D8
	PURCHASE 130.00	PURCHASE 130.00
	TOTAL 130.00	TOTAL 130.00
APPROVED Customer Copy		APPROVED Merchant Copy

Task 6

Description	Amount$
Deposit	500
Deposit	750
Balance Paid	1200
Balance Paid	1500
Cake	250
Cake	375
Cake	450
Total Summary Of Merchant Transactions	5025.00

DATE	EFTPOS STATEMENT JOURNAL
	DEBIT	CREDIT
27^th February 2022		$ 5025.00

Task 7

CASH JOURNAL								BANK STATEMENT
	Month June			Year2016				Month June		Year2016
	Day	CREDIT		DEBIT	DESCRIPTION			Day	CREDIT	DEBIT	DESCRIPTION
	1							1
	2	$65.00			Sales			2
	3	$33.00			Sales			3
	4	$33.00			Sales			4	$131.00		Cash deposite
	5							5
	6	$85.00			Sales			6
	7	$199.00		$362.00	Expenses for Cakes/ sales			7		$362.00	Expenses For Cakes
	8	$365.00		$111.00	Expenses For cakes/ sales			8		$111.00	Expenses For Cakes
	9	$30.00		$300.00	Expenses forsakes/ sales			9		$300.00	Expenses For Cakes
	10	$95.00		$80.00	Expenses for cakes/ sales			10		$80.00	Expenses For Cakes
	11	$420.00			Sales			11	$1,194.00		Cash Deposit
	12							12
	13	$33.00		$450.00	Gas bill			13		$450.00	Gas bill
	14	$222.00						14
	15	$45.00						15
	16	$35.00						16
	17	$66.00						17	$401.00		Cash Deposit
	18			$ 5	Bankfees			18		$5.00	Bankfees
	19							19
	20	$22.00						20
	21	$66.00						21	$88.00		Cheque Deposit
	22	$368.00			Deposit Cheque			22	$368.00		Deposit Cheque
	23				Unrepresented cheque			23		$368.00	Unpresented cheque
	24	$123.00						24
	25	$211.00						25	$334.00		Cash Deposit
	26	$48.00						26	$48.00		Cash deposit
	27	$126.00						27
	28	$250.00			Deposit forsake			28	$250.00		Deposit For Cake
	29			$ 250	Returned deposited			29		$250.00	Returned Deposit
	30	$212.00						30	$338.00		Cash Deposit
	TOTAL	$3,152	$ 1,926			TOTAL	$1226.00

Task 8

All debit transactions of June Month = $1308

Summary of all transactions of cash deposits = $2446

Task 9

Chart Of Account ID 100	TOTAL REVENUE	$ 1000000
200	COST OF GOODS	$ 426200
	GROSSPROFIT	$	573,800

EXPENSES:
401	Accounting fees	$ 11700
404	Electricity	$ 2700
405	Insurance	$ 15200
407	Postage	$ 1500
408	Printing And Stationery	$ 8700
501	Rent For Premises	$ 74300
502	Vehicle Operating Costs	$ 21100
506	All Other Expenses	$ 14100
300	LABOUR	$ 225000
399	Liliana’s Salary	$ 102600
Less	TOTAL EXPENSES	$	476,900

Equals	NET PROFIT	$	96,900

Task 10

8A is greater than 8B

8A = $12,500

8B – $10,000

8A is greater than 8B and the difference amount will be paid to the Australian Taxation Office, and the amount is $2500.

Task 11

*Trial Balance* *30/06/2017*
General Ledger Account Balance AccountName Debit		Credit
Petty cash
Reserve For Bad Debts		$100,000.00
Inventory	$2,500.00
Furniture And Fixtures	$150,000.00
Accumulateddepreciation-furnitureandfixtures		$150,000.00
Equipment	$2,500.00
Accumulated depreciation- equipment		$2,500.00
Goodwill	$101,000.00
Sales Tax Payable		$900,000.00
Owner’s equity		$100,000.00
Owner’s Drawing Account	$845,000.00
Sales		$450,000.00
Revenues		$350,000.00
Sales Returns And Allowances	$150,000.00
Purchases	$450,000.00
Bank charges	$0.00
Credit Card Fees Expense	$0.00
Insurance	$19,000.00
Miscellaneous	$70,000.00
Payroll taxes	$6,500.00
Telephone	$10,000.00
Travel	$15,000.00
Utilities	$35,000.00
Vehicle expenses	$58,000.00
Wages	$135,500

Totals	$1917,000	$20,52,500

Difference		$135,500

Task 12

Whatistheopeningbalanceofthe Credit Card Account?

Opening balance is $2059.97

Whatisthetotalamountofthe monthlytransactions?

$700.00

How Much Interest Has Been Charged On Transactions?

$27.28

Locatethepaymentsummaryandlisttheminimummonthlypayment.

The location of payment summary is account summary and monthly payment is $8560.17

What Is The available credit limit?

Available credit limit is $27,000

Task 13

BALANCE SHEET
ASSETS	$	LIABILITIES	$
Cash	$25,000	Creditors	$12,000
Building	$250,000	Owner’s equity	$263,000
TOTAL	$275,000	TOTAL	$275,000

Owners ‘equity: $263,000

Assessment 2

Question 1

The dates in which the taxes will be paid are from 1^st July to 30 June of the food and beverage industry, and it will be paid quarterly.

Question 2

2 different accounting software are such as Intuit’s Quickbooks Online and Xero. It could be used to manage the finances within the company (Maruschak, et al., 2021).

Question 3

There are different benefits that will be generated by using the software packages such as –

It will definitely sync the financial data.
Detailed insights will be provided.
Simplifies the payroll of the organization.
It will also save time.
It promotes the data accuracy as well (Maruschak, et al., 2021).

Question 4

Average cheque or average customer spending simply means the value of customers, and it calculate the number of customer spending by estimating the total number of sakes that will be divided by the given period customers.

Question 5

The purpose of Profit and Loss Statement define the expenses and losses that are generated in the financial year for the specific period of the organization. All the expenses are written on the debit side as well as income will be written on the credit side.

Question 6

The term cash flow defines the cash inflow as well as cash outflow from different activities including operating activities, investing activities and financing activities.

Question 7

Asset is the property owned by the company and it has the regarded value, and they are available to meet debts, commitments as well as legacies.

Question 8

Liability is something that is owned by the company, and it is known as the sum of the company that is mainly paid by the company for clearing their dues and debts to the creditors (Ponomareva, et al., 2018).

Question 9

Owner’s equity simply means that the amount of equity that is invested by the owner of the company, and that will be taken by the business owner only from the business (Ponomareva, et al., 2018).

Question 10

Formula of Balance Sheet defines that Assets = Liabilities + Equity and this formula of balance sheet is used widely in every business.

Question 11

The Bank Reconciliation Statement is mainly used by the small businesses to ensure that the recorded balance of the business will be matched by the recorded balance of the bank statement, and it helps to manage as well as monitor the cash flow (Piaw, et al., 2018).

Question 12

Three examples of the fixed costs of the business includes rent and lease payments, insurance of the business, salaries paid to employees, and utility bills.

Question 13

Net reflects the amount of the money which is left after when all the allowable business expenses are paid. Whereas the gross profit is the amount that is left after deducting the good cost which is sold from the revenue. once correct values are known then net profit and gross profit can generate the income statement (Nariswari, &Nugraha, 2020)

Question 14

Some of the actions which can be taken are-

Cost can be reduced
Increasing turnover
Productivity must be increased
Efficiency must be increased (Nariswari, Nuraghe, 2020)

Question 15

Weekly: payrolls

Daily: transaction

Monthly: rent

Question 16

Three reasons for waste collection are-

Protects the environment
Provide health to the population
Can prevent air and water pollution

Due to the food wastage, there can be various impacts like-

Financial loss
Environmental loss
Social damage can also occur due to the wastage (Nadeem, et al., 2019).

Question 17

For the hospitality business, it is important to measure the labor costs because it is the amount for all the labor which is paid to representatives. It also shows the expenses of the worker’s benefits which are paid by the organization (Ahmed, et al., 2019).

Question 18

In the business, the effect of order and too much purchase will result in a greater or higher cost which includes the warehouse and storage. There can be also losses due to shrinkage, obsolescence, and product deterioration (Alemayehu, &Tveteraas, 2020).

Question 19

With the help of information, the average cheque can be calculated. It is the average of the transaction amount which is calculated by a total number of sales divided by the guest’s total number and it can be calculated on a daily, weekly, monthly, or yearly basis.

Question 20

In the hotel, the term rate of occupancy means the ratio which is for the used rooms or rented rooms to the total number of rooms available. This data is important to know because it indicates the health of the business, it also helps to know the revenue which is earned per available room, and with the help of occupancy rates the overall profitability can also be generated (Alemayehu, &Tveteraas, 2020).

Question 21

Some of the reasons to use these 2 reports and the value which will be added to the business are-

1) These reports will be helpful to know the clients how much is spent and for a certain time how much cash is made.

2) It will help to know how much space is needed for earning back original invents which were made and increasing the gain for the organization.

Question 22

In terms of sales, some sort of the items which can be included in the sales are-

When the transaction is taken between one or two parties typically between the seller and the buyer. For the money or in terms of other assets goods and services are exchanged. In some cases, other assets are paid to the seller (Ozili, & Outa, 2019).

Question 23

Commission earnings are the pay paid to an employee for sales of the services or products of their employer. Commission earning can be sales set percentage or on the sales volume, it is the flat dollar amount. Some of the common commission structures are-

Base salary+ commission

To find the commission earning rate of commission is multiplied by the total sales (Ozili, & Outa, 2019).

Question 24

Accounts receivable – it shows the cash expected and which is going to be received in the future in the company.

Accounts payable – it is made for the purchase of the goods and the amount of the service from the other companies depends on the repayment method in the organization (Landrigan, et al., 2017).

Question 25

The variance of the budget includes the creator’s details and the information also, the changing policy and the business conditions in the organization and the all-over changes in the economy on the global level make affect the budget.

Question 26

Financialreport	Definition	Purpose
Budget	The budget will help the organization to make important decisions regarding the organization.	The main purpose of the budget is to show the work performance of the company.
Covers	The main points and the section is needed to be covered in this.	They have to cover the serious issue in the organization as a priority.
Expenditure	Expenses of the organization will come into this list as the basis of the detail.	The expenditures explain the company expense report and the value of the amount in the expenses list.
Labour	Working in the organization labor is known as the asset of the company (Martin-Sardesai et al., 2020).	The labor will help the company to make their work progress.
Occupancyrate	This is the rate that defines the company’s occupancy and the company values.	The occupancy rate will help the company to set the labor wages.
Purchases	The goods and the materials will be purchased.	Purchasing is very important for the organization to do the production of the company.
Sales	This describes the company’s sales rate.	More sales provide profit to the company.
Stock	Th3e stock availability is important in the company for production.	The company needs stock on an emergency basis.

Transaction	Cash and other transactions.	This describes the cash inflow and outflow.
Transaction exempted	The wrong transaction will appear	Mismatched in the transaction.
Unit sold	The product sold by the company will be noticed in this	The unit sold describes the company’s sales.
Wages	Wages of the employees of a company.	This is known as the salaries of the employees.

Question 27

Ledger

It includes the company transaction details.

Subsidiary ledger

It is the draft report of the ledger to recheck the ledger records.

Journal

The daily transaction in the organization will be recorded in this.

Question 28

Transactions

The transaction describes the company’s daily work reports and the routine in the market.

Receipts

This is known as the proof of the company details and the transaction to maintain according to the record demand of the company.

Disbursement

It is known as the payment of the money and fund (Landrigan, et al., 2017).

Question 29

Debtors	Debtors are those in the company that owes the money.
Invoices	An invoice is known as a commercial document that is shown the transaction between the buyers and sellers.
Creditors	Creditors are a person to which money is owing.
Account payable	it is made for the purchase of the goods and the amount of the service from the other companies depends on the repayment method in the organization (Martin-Sardesai et al., 2020).

Cashflow

This shows the company’s cash flow on the daily basis in the organization.

Question 30

The charts of accounts describe the various types of accounts in the company and their transaction details.

Question 31

Bank reconciliation – it helps the organization to get fund.

Vendors reconciliation- This helps the company to do business.

Question 32

This is important because it helps the organization get funds and loans from the banking sector to the organization.

Question 33

Fixed cost is known as the cost which is fixed in the company and wit cannot be changed over time.

Depreciation

Interest rate.

Question 34

These are the cost that can be changed and fluctuated according to the market condition and company demand.

Shipping expenses

Packaging rate

Question 35

Double entry in accounting is also called the entry of the bookkeeping is the accounting system that requires every business transaction and event to be recorded by at least two accounts.

Question 36

Debits in the double-entry accounting system that is mentioned on the left-hand side and that is increased the liability and the accounting liability or the equity account.

Question 37

Double-entry refers to the use of an accounting asset which is also known as the summation of liabilities and equity. in this process, the T stands for the transaction details of the organization and the transaction details.

Question 38

accrual-based method- this method includes and contains all the details reported on the income statement when they are earned and this also, includes the income statement of the company and the revenue which is earned by the organization but the cash which is not received yet (Benson, et al., 2015).

The types of business that is suited to this are:

Finance

Investing

cash-based accounting method- this method is known as the method of accounting and the transaction of cash is included in the method as the process of the accounting system. There are all the expenses recorded in this transaction or the method.

International business

Journal business

Question 39

The key information in the profit and the loss stamen of the balance sheet describes the current proof of the organization and then the GST and the tax amount that is going to be deducted from the profit of the company because these are the expenses of the organization. if the company receives the minus amount after deducting the tax and the GST amount from the net profit then this will indicate the loss of the company rather than profit (Benson, et al., 2015).

Question 40

According to the details, the current term of the GST and the current rate of the GST in Australia is 10% on all the goods and services and the other items that are sold or consumed in Australia.

Question 41

According to the scenario the financial management information will be managed in this section as they choose the 3 meal course option and based on the course should be maintained of medium level (Adhana, 2015).

As the manager, I must explain to the staff to prepare only a 3-course meal and handle the materials rescues in food.

Question 42

The sales performance will help the organization to take the ideas and based on the report the company make and take the important decision regarding the new product sales in the market (Adhana, 2015).

References

Adhana, D. (2015). Goods and services tax (GST): A panacea for Indian economy. International Journal of Engineering and Management Research, 5(4). https://www.researchgate.net/profile/Deepak-Adhana/publication/336050010_Goods_and_Service_Tax_GST_A_Game_Changer_for_Indian_Economy/links/60a8b48092851ca9dcd6eb3a/Goods-and-Service-Tax-GST-A-Game-Changer-for-Indian-Economy.pdf

Alemayehu, F. K., &Tveteraas, S. L. (2020). Long-run labour flexibility in hospitality: A dynamic common correlated effects approach. Tourism Economics, 26(4), 704-718.

Benson, K., Clarkson, P. M., Smith, T., &Tutticci, I. (2015). A review of accounting research in the Asia Pacific region. Australian Journal of Management, 40(1), 36-88. A-review-of-accounting-research-in-the-Asia-Pacific-Region.pdf (researchgate.net)

Landrigan, T. J., Kerr, D. A., Dhaliwal, S. S., Savage, V., & Pollard, C. M. (2017). Removing the Australian tax exemption on healthy food adds food stress to families vulnerable to poor nutrition. Australian and New Zealand Journal of Public Health, 41(6), 591-597. Removing the Australian tax exemption on healthy food adds food stress to families vulnerable to poor nutrition – Landrigan – 2017 – Australian and New Zealand Journal of Public Health – Wiley Online Library

Martin-Sardesai, A., Guthrie, J., & Tucker, B. P. (2020). What you see depends on where you look: performance measurement of Australian accounting academics. Accounting, Auditing & Accountability Journal. AAAJ-08-2019-4133_proof 1..26 (researchgate.net)

Maruschak, L. (2021). Accounting Software in Modern Business. Advances in Science, Technology and Engineering Systems, 6(1), 863.

Nadeem, M., Suleman, T., & Ahmed, A. (2019). Women on boards, firm risk and the profitability nexus: Does gender diversity moderate the risk and return relationship?. International Review of Economics & Finance, 64, 427-442.

Nariswari, T. N., &Nugraha, N. M. (2020). Profit growth: impact of net profit margin, gross profit margin and total assests turnover. International Journal of Finance & Banking Studies (2147-4486), 9(4), 87-96.

Ozili, P. K., & Outa, E. (2019). Bank earnings management using commission and fee income: The role of investor protection and economic fluctuation. Journal of Applied Accounting Research.

Piaw, L. L. T., Anuar, W. B., Jaya, N. B., & Yunus, M. S. B. (2018). The Beam Balance Technique: A New Way in Teaching and Learning Bank Reconciliation Statement. INNOVATION FOR SUSTAINABLE GROWTH, 20.

Ponomareva, S. V., &Zheleznova, I. V. (2018, May). Intrafirm planning and mathematical modeling of owner’s equity in industrial enterprises. In Journal of Physics: Conference Series (Vol. 1015, No. 3, p. 032106). IOP Publishing.

Rusdiyanto, R., Agustia, D., Soetedjo, S., Septiarini, D. F., Sulistyorini, S., Elan, U., … & Rahayu, D. I. (2019). Effects of Sales, Receivables Turnover, and Cash Flow on Liquidity.

Saraswati, N., & Mukhlis, I. (2018). The influence of debit card, credit card, and e-money transactions toward currency demand in indonesia. Quantitative Economics Research, 1(2), 87-94.

Setyawati, I., & Amelia, R. (2018). The role of current ratio, operating cash flow and inflation rate in predicting financial distress: Indonesia Stock Exchange. JDM (Jurnal Dinamika Manajemen), 9(2), 140-148.

The Ritz-Carlton, Montreal Hotel

The on-site Maison Boulud serves modern French cuisine at this premium resort in Montreal’s downtown core. A flat-screen TV is available in each room. Seawater swimming is now on-premises, as well as a range of stores and restaurants within a five-minute walk.

The Ritz-Carlton, Montreal’s spacious rooms have a marbled bathtub with warmed flooring and a 19-inch flat-screen TV. Bathing items from Nutritional supplements are offered. Lighting and drapes may be controlled digitally, and automated bathrooms are available in each room. There’s also free Internet, a bar, as well as a flat-screen TV in the room.

The Ritz-Carlton has a health club and treatments. Also, there is a commercial area, a 24-hour room service, as well as a customer accompanying service (RITZCARLON.COM, 2022).

Guests can have the dine-IN restaurant’s garden.

The popular Facilities of this hotel are as follows

Tea/Coffee Maker in each room
There are facilities for those who are disabled
1 Swimming pool
Non-smoking rooms
Room service
Exceptional breakfast
Restaurant
WIFI
Family rooms
Bar
ATM

The Sutton Place Hotel Vancouver

The Sutton Place Hotel Vancouver welcomes you with luxury, grace, and a heightened sense of fashion the minute you walk in the door. Allow us to pamper guests with just an encounter steeped in European elegance and unparalleled personal room service.

Whenever it relates to customer pleasure, no cost has been spent. Get lost in the on-site Bar Owner, which features local and worldwide brands as well as a special sampling area. A very exceptional experience. Our flagship cuisine, Boulevard Kitchen & Oyster Bar, will enhance their senses with such a trip (or three) to an engaging culinary adventure (The Sutton Place Hotel Vancouver, 2022).

Some Amenities which are as follows are

Spa
Turndown service
Same-day dry cleaning
Valet parking
Free newspaper
Room service
On-site restaurant
Breakfast
Parking
Heated pool and Jacuzzi
Onsite laundry
Exercise gym
High-speed internet
24-hour help desk

References

(RITZCARLON.COM, 2022). Ritz-Carlton, Montreal. RITZCARLON.COM. [Online] Available at: https://www.ritzcarlton.com/en/hotels/canada/montreal

Accessed on: [05^th April 2022]

(The Sutton Place Hotel Vancouver, 2022). The Sutton Place Hotel Vancouver. The Sutton Place Hotel Vancouver. [Online]Available at: https://www.suttonplace.com/vancouver?utm_source=tripadvisor&utm_medium=hotel&utm_campaign=paid_business_listing&utm_content=vancouver

Accessed on: [05^th April 2022]

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