Lead strategic transformation
Lead strategic transformation Table of Contents Assessment 1. 3 Questions and answers. 3 Assessment 2. 6 Report 6 Assessment 3. 9 Activity 1.… Read More »Lead strategic transformation
Lead strategic transformation Table of Contents Assessment 1. 3 Questions and answers. 3 Assessment 2. 6 Report 6 Assessment 3. 9 Activity 1.… Read More »Lead strategic transformation
Manage project quality Student Declaration To be filled out and submitted with assessment responses ◻ I declare that this task and any attached document… Read More »Manage project quality – Assessment-1
First published 2020
RTO Works
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Hospitality Works is a series of training and assessment resources developed for qualifications within the Tourism, Travel and Hospitality Training Package.
Contents
Assessment Task 1: Knowledge questions. 6
Assessment Task 1: Checklist 9
Assessment Task 2: Team planning meeting. 12
Assessment Task 2: Checklist 17
Assessment Task 3: Team work plan project 19
Assessment Task 3: Checklist 23
Assessment Task 4: Reward and recognition project 24
Assessment Task 4: Checklist 27
Welcome to the Student Assessment Tasks for SITXHRM003 Lead and manage people.These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.
SITXHRM003 Lead and manage people describes the performance outcomes, skills and knowledge required to lead and manage people including in teams and support and encourage their commitment to the organisation. It requires the ability to lead by example and manage performance through effective leadership.
For youto be assessed as competent, you must successfully complete four assessment tasks:
Please read through all of the assessment tasks and related documents carefully before you get started. Ensure that you have everything that you need and seek clarification from your trainer, assessor or workplace supervisor if you have any questions.
Supporting resources: Supporting resources include templates, journals, workbooks and portfolios which can be used to support you in providing evidence of your competence. Your assessor will provide you with these documents before you begin your assessment tasks. For this unit, the supporting resources comprise:
· Team Work Plan Template (Assessment Task 2) · Team Work Plan Template (Assessment Task 3) |
Once you have read through the assessment tasks and are satisfied that you are clear on the requirements and submission dates, complete and sign a Student Assessment Agreement. Your assessor will countersign the agreement and keep it on file. You will find a Student Assessment Agreement in Appendix B of your Hospitality Works Student User Guide or your RTO will provide you with one.
Remember to check your Hospitality Works Student User Guide for information about:
Assessment Task 1: Knowledge questions
Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:
Assessment information | |
Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on:
· where this task should be completed · the maximum time allowed for completing this assessment task · whether or not this task is open-book. Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix C of the Student User Guide.However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. |
Decision making – It is essential for achieving the objectives or goals of the organization in a given budget and time (Liebowitz& Beckman, 2020).
Delegating tasks – It authorizes the team, to build faith and trust and help with professional growth.
Monitoring staff – It maximizes the efficiency of employees.
Planning and organising – It helps to complete the work without any mistakes and errors (Liebowitz& Beckman, 2020).
Three ways are:
Three characteristics are given below:
Three principles are given below:
Three characteristics are given below:
Three benefits are given below:
Three roles are given below:
Three attributes are given below:
Two ways are given below:
Three problems are given below:
Motivation increases the performance and productivity of individuals, decreases turnover and enhances teamwork (Whyte, 2013).
Two theories are given below:
A team with better dynamics of the group might be productive and constructive, and also it might validate joint understanding and also self-corrective nature (Castells, 2013).
Two types of plans are:
Student’s name: | |||
Did the student provide a sufficient and clear answer which met the requirements of the assessor marking guide? | Completed successfully? | Comments | |
Yes | No | ||
Question 1 a | |||
Question 1 b | |||
Question 1 c | |||
Question 1 d | |||
Question 2 a | |||
Question 2 b | |||
Question 2 c | |||
Question 2 d | |||
Question 2 e | |||
Question 2 f | |||
Question 2 g | |||
Question 2 h | |||
Question 3 a | |||
Question 3 b | |||
Question 3 c | |||
Question 3 d | |||
Question 3 e | |||
Question 4 a | |||
Question 4 b | |||
Question 4 c | |||
Question 4 d | |||
Question 4 e | |||
Question 5 a | |||
Question 5 b | |||
Question 5 c | |||
Question 6 | |||
Question 7 | |||
Question 8 | |||
Question 9 | |||
Question 10 | |||
Question 11 | |||
Question 12 | |||
Question 13 | |||
Question 14 | |||
Question 15 | |||
Question 16 | |||
Question 17 | |||
Question 18 a | |||
Question 18 b | |||
Question 18 c | |||
Question 18 d | |||
Question 18 e | |||
Question 19 |
Task outcome: | ¨ Satisfactory | ¨ Not satisfactory |
Assessor signature: | ||
Assessor name: | ||
Date: |
Assessment Task 2: Team planning meeting
As the manager for a case study organisation, you are required to conduct a team meeting. At the meeting, the team will brainstorm and develop ideas for activities that can be developed to meet strategic goals and objectives.
You will need access to:
Ensure that you:
Assessment information | |
Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on:
· where this task should be completed · how your assessment should be submitted. Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. |
Complete the following activities.
Carefully read the following scenario.
You are the manager of a busy café within the Blue Healer Hotel and Spa. Apart from you and the owner, there is a full-time chef named Navneet, two sou chefs, two part-time kitchen porters and casual wait staff employed. The casual wait staff are from the local area and are mostly university students or high school students working part-time shifts. The team is tight knit and work well together. The casual wait staff visit the café socially sometimes and the culture is one of sharing and helping each other out when needed.
The café’s vision is to be the most popular café within the local region renown for it’s amazing local food and service and vibrant atmosphere. It’s mission is to grow the café and it’s popularity by strong leadership, sound communication and the provision of a clear strategic direction that ensures it’s a great place for staff to work; it provides food and beverages that the public wants with a focus on local produce and sustainable practices; and it becomes known for its vibe and atmosphere. Values listed in its Strategic Plan include: · Operating with trust and integrity with each other, as well as with employees and the community. · Customer focus through appreciation of interests and passion for food that is local, healthy and delicious and sustainably sourced. · Camaraderie through recognising the superior strength and efficiencies of good team work · Innovation through best practice and change · Openness and transparency in communicating with our employees, customers and the broader community. The organisation has adopted three key strategic goals is to improve local interest in the community and not just rely on the hotel guests for revenue, specifically to: · increase local traffic by 25% in the new upcoming financial year · develop and implement a “specials or loyalty” program to use as the basis of weekly advertising in the local area · provide entertainment to encourage people to stay longer. A key approach to achieve these will be to establish relationships with local talent to provide entertainment and increase advertising locally. The owner has asked you to develop a team work plan that will include a range of tasks and activities that the café’s staff can carry out over the next twelve months to achieve the key strategic goals and objectives. In order to develop a plan that will be enthusiastically adopted by the team, you are to conduct a meeting with the staff to inform them of the new key goals, and to workshop innovative ideas they may have that could help the business achieve them. With the participation of the staff, you are to translate their ideas into actions that they will then carry out. |
The meeting will provide an opportunity for all the café’s employees to contribute to the next stage of the business’s development. You will be collecting ideas about how the team can fulfil the business’s objectives.
You are expected to encourage all team members to be innovative and be constructive in their participation. Keep in mind that this unit’s focus is on teams working in an effective way, and you are being assessed on your ability to encourage and support your colleagues to do this. Review the case study information and write some notes on your plans for the meeting. You will know the other meeting participants, so structure the meeting in a way that is appropriate for these people (your classmates). Use appropriate language and social references, too. Write a statement of what the team’s purpose and long-term objectives are, to take to the meeting with you. This will be just your starting point, though, as these will have to be discussed and accepted by all the meeting’s participants. As well as leading the meeting, you will be taking notes, and writing up a report afterwards. Review the Team Work Plan Template to order the information you receive at the meeting. How do you want to document the meeting’s proceedings? With a white board, computer and projector, or butcher’s paper? Answer Activity 1 The purpose of the team is to mainly work towards achieving the key strategic objectives and goals. The long-term goals and objectives that will be considered in the meeting are given below: – To increase native traffic by around 25% in the next fiscal year – To implement and develop the “loyalty or specials” program for utilizing as the particular basis of weekly marketing in the native area. – Give entertainment for encouraging individuals for staying for a longer time. Meeting minutes – 10 min Date – 13th July Attendees – Manager, Owner, Full-time chef, two sou chefs, two part-time kitchens, wait staff Venue – Conference hall Time – 10:00 am
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The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should summarise the preparations you have made in activity 1 and set out what you hope to achieve at the meeting. The text of the email should ask for the date, time, and place of the meeting. Answer Email To – owner@cafe.au.in From – manager@cafe.au.in Date – 12th July, 20XX Subject – Regarding informing about the meeting Respected sir, This is to inform you that we are conducting a meeting as you have asked me to develop the teamwork plan. To get some ideas for the team and implement them into action, I am conducting a team meeting on the 13th of July, 20XX. The time of the meeting is 10:00 am and the venue will conference hall. The key purpose of the meeting is mainly to communicate with the team so that they can put their opinions and viewpoints which will help us to develop the teamwork plan. We will consider these ideas to make the plan. Team members will be motivated there to work efficiently and effectively towards achieving the strategic objectives of the café. I request you to kindly attend the meeting and also share your valuable feedback. With regards, Manager
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The text of the email should be in grammatically correct English, written in an appropriate (polite and warm) style.
The email’s text should list the café’s three key strategic goals and invite the recipient to a meeting to discuss how the team can achieve these, in particular activities that can be conducted to assist in achieving these goals. It should summarise the goals of the meeting and its importance and encourage the team members to start thinking of activities appropriate for meeting the team’s goals, and to bring these to the meeting. Include the date, time, and place of the meeting in the email. Answer Activity 3 From – manager@cafe.au.in Date – 12th July, 20XX Subject – Giving information about the meeting Respected team members, This is to inform you all that we are conducting a meeting to discuss the ways to achieve the strategic objectives of our café and these objectives are given below: 1. Maximize the native traffic by around 25% in the upcoming fiscal year 2. Give entertainment for encouraging the individuals for staying longer 3. Implement and develop the “loyalty or specials” programs for utilizing as the particular basis of weekly marketing in the native area We can achieve these objectives if you work hard together and think of innovative ideas and opinions and then we will use your opinions or ideas and implement them in our teamwork plan. The meeting will be conducted on 13th July at 10:00 am at the conference hall. I request you all to come on time and attend the meeting. With regards, Manager |
Check that there is enough seating for all meeting participants. Every participant should be able to see the whiteboard, and the seating should be arranged to encourage a group discussion.
Ensure that all of the physical elements are functioning correctly before the meeting begins. Answer In the conference hall, there are around 10 tables, one desk for the host, a whiteboard in front of the team, a projector near the whiteboard is also there, and the seating arrangement is like that all the participants can easily engage in the meeting and can put their opinion and viewpoint. The entire physical components that are available in the meeting room are functioning accurately. |
Begin the meeting by welcoming the participants and giving a summary of the organisation’s goals and objectives, and how encouraging innovation in the workplace can support these.
Your next step is to establish, and document, the team’s purpose and long-term objectives and how these support the business’s goals and objectives. You are being asked here to roleplay a Team Leader, leading colleagues in thinking up new ways of doing things, but you are also a student, asking your student colleagues for new ideas and how they can be translated into actions. Your team members will all most probably have a favourite café. Bring this out at the meeting, getting them to look at their own motivations as to what they enjoy, and look at how this could be used to motivate others, as well as their experiences of events (music or social activities) that assisted in increasing interest and support of their favourite eatery. Also, be aware that the other students at the meeting will be conducting a meeting on the same topic within a short time of you conducting yours. So, try to establish your own meeting leadership style. It should be uniquely yours, and effective. Be conscious that you will be modelling effective meeting leadership throughout the meeting. You should consciously behave as a role model for your colleagues, behaving in a way that encourages team excellence. Even though you may think that you know what the business should do, being a leader in this meeting means that you are responsible for engaging and motivating the other meeting participants, leading them in collaboration. Not leading them by telling them what to do. When you have conducted the preliminaries, open the meeting up to ideas that the participants have brought with them. Document the brainstorm on the whiteboard. Discuss (and record) the ideas the participants give, asking the others for input, looking at it practically, working out what preparation would be necessary, material, personnel, whatever is relevant to carrying the idea to realisation. While encouraging the team members to find and develop ideas, you are expected to display the following leadership skills: · Act as a positive role model through your performance · Show support for, and commitment to, the business’s strategic goals · Interacting with team members in a positive and professional manner. · Encourage the team members to take responsibility for their own work. · Encourage the team members to develop innovative approaches to their work. · Model and encourage open and supportive communication within the team. · Share information from the wider business environment with the team as appropriate for the situation · Motivate the team members to achieve optimum performance. During the meeting, you are required to demonstrate effective communication skills including: · Speaking clearly and concisely · Using non-verbal communication to assist with understanding · Asking questions to identify required information · Responding to questions as required · Using active listening techniques to confirm understanding As you come to the meeting’s conclusion: · Summarise the ideas and activities to have come out of the meeting. · The summary should verify the team’s, and each team member’s, expectations, roles and responsibilities. · Tell the participants that you will lead and support them in meeting the outcomes. Finish the meeting by thanking the participants and telling them that you will collate the ideas that they have shared and the activities that they have selected to undertake into a team work plan. with each person’s roles and responsibilities clearly set out. Tell the participants when they can expect to have the plan. Give yourself a realistic but challenging time frame for this. Answer Meeting Manager – Good morning all! Team – Good morning sir! Manager – How are you all? Team – We are good, tell me about you? Manager – I am also fine. As you all know that our café is going well and we can offer good quality services to our consumers. But we have some goals and objectives to achieve in the upcoming year to increase our profit margin and for that, we need your support. As you all know that we have also made the strategic plan for the objectives, but for that, we need some relevant and innovative ideas from you guys so that we can consider your opinion and implement them into action. So, the main objective of our café is to develop our café and increase the customer rate by 25% in the next fiscal year. Team – Yes, sir you are right and we appreciate your thoughts. Manager – Yes, for this I have also set the long-duration objectives that you have to achieve and consider these objectives as your personal goals. Team – Okay sir, what are these goals? Manager – These are given below: 1. You have to improve your performance. 2. You have to achieve the sales target of 20%. 3. You have to increase the customer retention rate by 15% These are your goals and if you achieve these objectives in 4 months then this will help you to gain more incentives and assist you to achieve organizational goals. I am always there with you to support you any time whenever you need me. You just have to consult with me if you have any problems. I suggest you think of some innovative ideas and innovative ways of doing your work so that it can boost your morale in working activities. Team – Yes sir, we will think of new ideas and also focus on innovative thinking. Manager – Okay, I want to ask you all which is your favourite café and why? Team – Sir our favourite café is a hide-out café as there all the staff are given various innovative and adventurous tasks and if they complete those tasks, rewards are given to them in return. Manager – Okay then if you achieve the objectives effectively we will also give you rewards in return. Team – Okay sir, then we will put all our efforts to achieve these objectives. Manager – Yes, you should and all and do your best. Team – Thank you sir for motivating us so much. Manager – It is all my pleasure.
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Student’s name: | |||
Did the student: | Completed successfully? | Comments | |
Yes | No | ||
Act as a positive role model to the team members through their performance at the meeting? | |||
Show support for, and commitment to,the strategic goals? | |||
Interact with team members in a positive and professional manner? | |||
Clearly communicate the business’s short, medium and long-term plans and objectives with the team? | |||
Verifyeach team member’s,expectations, roles and responsibilities? | |||
Encourage the team members to take responsibility for own work? | |||
Encourage the team members to develop innovative approaches to their work? | |||
Model and encourage open and supportive communication within the team? | |||
Seek and share information from the wider business environment with the team. | |||
Seek feedback from the team members? | |||
Motivate the team members to achieve optimum performance? |
During the meeting, demonstrate effective communication skills including:
· Speaking clearly and concisely · Using non-verbal communication to assist with understanding · Asking questions to identify required information · Responding to questions as required · Using active listening techniques to confirm understanding |
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Task outcome: | ¨ Satisfactory | ¨ Not satisfactory | |||
Assessor signature: | |||||
Assessor name: | |||||
Date: | |||||
Assessment Task 3: Team work plan project
In this task,you will develop a team work plan from the notes you took in the previous activity.
You will need access to:
Ensure that you:
Assessment information | |
Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on:
· where this task should be completed · how your assessment should be submitted. Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. |
Complete the following activities.
Collate the notes that you took during the meeting, adding any points that you may have missed during the meeting. Where you find that some information is missing, use analytical thinking techniques to generate possible solutions, not forgetting that you can seek input from others as required
Use the Team Work Plan Template to list and describe activities that were brought up during the meeting, following each idea through its goals, timeframe, and who is responsible for individual tasks. Ensure that a team member is clearly responsible for each task, and that specific productivity measures are allocated as outcomes for each idea. Each team member’s responsibilities should be collated so each has a clear understanding of what is expected of them and when. Save this document as Draft Team Work Plan. Answer Plan
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Idea | Goals | Preparation | Objective | Responsible | Outcomes | Timeframe |
The tool of management will be utilized for maintaining the activities of the team and monitoring all the activities (Greenbaum&Kyng, 2020). | To make sure that all the activities are implemented with full effort (Greenbaum&Kyng, 2020). | Prepare all the members to implement activities | To make sure that all activities are done as per schedule | Manager | Better implementation of activities | 1 day |
Evaluate their performance | To assess the performance productivity | Manager | Better performance | 2 days | ||
Check their engagement level | To increase the engagement level | Manager | Increased level of engagement | 2 days | ||
Give them feedback | To improve their performance | Manager | Better productivity | 2 days |
Team members’ roles and responsibilities
Activity | Responsibilities | Specific Goals | Outcomes | Timeframe | |
Owner | Monitoring of all working | To ensure that all objectives are achieved | To increase the customer retention rate | Increase in profit | 15 days |
Giving feedback to the team (Geddes, 2012). | To make sure that all the activities are completed as per schedule | To do marketing of café and attract new customers | Increase in customers | 20 days | |
Manager | To monitor the performance of the team | Make sure that all the members are working effectively | To achieve the strategic objectives | Objectives are achieved | 10 days |
To motivate the team to improve their performance (Geddes, 2012). | To ensure that they are discussing all their opinions | To improve the performance productivity | Increased in productivity | 15 days | |
Chef | To arrange the cooking area and prepare dishes | To make sure that food is served on time | To satisfy the customers by giving the best services | Increase in customer retention | Regular |
Sou chefs | To prepare the best quality dishes (Ocalan, 2015). | Manage cooking activities | To make the best quality dishes | Better customer satisfaction | Regular |
Kitchen porters | Clean all kitchen areas | Washing dishes | To maintain cleanliness | Cleanliness is maintained | Regular |
Maintain cleanness in the kitchen | Carry out all basic duties | To do better activities of cleaning | The surface area is also cleaned | Regular | |
Wait staff | To serve the dishes | To serve on time | To satisfy the customers | Customers are satisfied | Regular |
Maintain relations with customers (Ocalan, 2015). | To communicate effectively with consumers | To maintain good customer relations | Better relations with customers | Regular |
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should summarise the project from the outset, including what was discussed at the meeting, until the present time. Describe the attached team work plan, including how it was generated and how it will be monitored. The email text should also ask if the owner wants any changes made to it before it is sent out to the team members. The email’s text should also ask for the owner’s authorisation to send the work plan to the rest of the team and delegate the tasks according to the plan Attach your draft team work plan to the email. Answer Email From – manager@cafe.au.in Date – 14th July, 20XX Subject – Regarding discussing team work plan Respected Business Owner This is to inform you that we have conducted a meeting yesterday and we discussed in that meeting various things. We discussed that if the team members are motivated then we can achieve our strategic objectives easily. Some objectives were set for the objectives and they were asked to achieve those objectives so that they can help them in achieving the strategic objectives of the café. We have also developed a teamwork plan. In that plan various responsibilities and goals of each team member. I request you to please go through that plan and let me know if you want to make some changes to that plan. I also request you to send the work plan to the other team and delegate all tasks as per the plan. With regards, Manager
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Update your work plan to reflect the feedback given to you by the owner.
Save this document as Revised Team Work Plan. |
Answer Revised Work Plan
The feedback of the owner regarding the work plan mentioned that the team should communicate with each other to discuss their performance activities and also discuss whether the objectives are achievable or not. The sou chef should do all the cooking activities on a schedule and also maintain communication with the customers to if they are having a good time or not.
The text of the email should be in grammatically correct English, written in an appropriate (professional but casual and warm) style.
It should give a short summary of the work plan and ask for their feedback. Attach your revised team work plan to the email. To – owner@cafe.au.in From – teammember@cafe.au.in Date – 14th July, 20XX Subject – Discussing the revised teamwork plan Respected Owners & Team Members This is to inform you that I have updated the teamwork plan and this includes that the team should communicate with each other to discuss their performance activities and also discuss whether the objectives are achievable or not. The sou chef should do all the cooking activities on a schedule and also maintain communication with the customers to if they are having a good time or not. I request you to share your views and feedback regarding the revised teamwork plan. With regards, Manager
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Identify any barriers to Tristan taking on the tasks and responsibilities that you are going to delegate to them and think through techniques or processes that you could use to overcome them.
You will be required to provide mentoring and coaching to support Tristan. Make sure that you understand the differences between mentoring and coaching to ensure that you can provide both during the meeting. You will also be required to evaluate the team member’s skills and provide opportunities for their individual development. Think through how you can do this during the meeting. Answer The barriers are given below: 1. Lack of communication 2. Lack of engagement These barriers could be removed by maintaining a good environment of discussion and meeting with Tristan. We could start the conversation with a friendly conversation so that we can feel comfortable to discuss them about responsibilities and tasks. Meeting minutes Meeting minutes – 10 min Date – 15th July, 20XX Time – 10:00 am Attendees – Manager, Tristan Venue – Workstation
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This meeting will take place at your workstation.
The objective of the meeting is for you to coach and mentor Tristan in how to draft a document in Microsoft Word and email it to you. First speak to Tristan about the tasks that you intend to delegate to them. You are required to implement the techniques or processes you have thought of to overcome any barriers that Tristan presents to taking on the job. When you have gained Tristan’s agreement, evaluate their computer skills by asking them to open up their internet account and then create a new Word document. Demonstrate how to do this yourself, opening your internet account, creating a new Word document, attach the document to an email and send it. Describe how emails can be sent to a number of people or a group – and that once you receive the email you will access it and then copy the information into the social media platform. Ask Tristan to demonstrate to you that they can do this. Coach them through the process as necessary. As part of the mentoring component of this activity, you are required to encourage a trusted, ongoing relationship to form between you. To do this, you should demonstrate effective communication skills including: · Speaking clearly and concisely · Using non-verbal communication to assist with understanding · Asking questions to identify required information · Responding to questions as required · Using active listening techniques to confirm understanding Before concluding the meeting, ensure that you gain Tristan’s commitment carrying out the tasks that you have assigned him. Answer Manager – Good morning, Tristan! Tristan – Good morning, sir! Manager – How are you? Tristan – I am good, how are you, sir? Manager – I am also fine. This meeting is conducted with you to give coaching to you regarding the issues you have. Please share those issues with me. Tristan – Yes sir, I want to know how to draft the document in MS Word and then email it to you? Manager – Okay, firstly on your PC you have to open the MS word and save that document and then go to Gmail and login your id and then send the mail to my id simple. Tristan – This is very easy I thought it will be quite difficult. Thank you sir for making me understands effectively. Manager – No problem Tristan. You can communicate all issues that you have with me without any hesitation so that you can do your tasks effectively without any hindrance. So, I am delegating you a task that you have to complete in 20 days. You have to achieve a 20% in customer retention rate and make sure all the consumers are satisfied with our services. Tristan – Okay sir I accept your task. Manager – I have one piece of advice to give to you. You should have an internet account that will help you in every way. This will make you updated about all the trends that are coming in today’s time. This will also give you about the demands and preferences of the customer and help you to make contacts with the customer and advertise our café on social media platforms. Tristan – Sir, you are right. I am going to make the account now only. Thank you sir for giving me the motivation to do my best every time you encourage me a lot Manager – It is all my pleasure
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Student’s name: | |||||
Did the student: | Completed successfully? | Comments | |||
Yes | No | ||||
Delegate tasks and responsibilities? | |||||
Identify barriers to delegation, and implement processes to overcome them? | |||||
Evaluate the team member’s skills and provide opportunities for their individual development? | |||||
Provide coaching to support Tristan? | |||||
Provide mentoring for the person by encouraging a trusting, ongoing relationship to form by demonstrating effective communication skills including:
· Speaking clearly and concisely · Using non-verbal communication to assist with understanding · Asking questions to identify required information · Responding to questions as required · Using active listening techniques to confirm understanding |
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Task outcome: | ¨ Satisfactory | ¨ Not satisfactory | |||
Assessor signature: | |||||
Assessor name: | |||||
Date: | |||||
Assessment Task 4: Reward and recognition project
You are required to research and report on reward and recognition schemes that can be implemented for the case study business.
You will need access to:
Ensure that you:
Assessment information | |
Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on:
· where this task should be completed · how your assessment should be submitted. Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. |
Complete the following activities.
Carefully read the following scenario.
After 12 months, data shows that your team has exceeded the percentage increase in the number of new local support for the café, and you have decided to recognise your team for their efforts.
In particular, one of the casual waitstaff, Maggie, took it upon themselves to organise a fund-raising event for their grandparent’s care home and arranged the planning and details of it under your direction and support. This resulted in a regular morning tea outing for seniors and a whole new demographic of customers. You should single her out for a personal reward. |
Using the Internet, research both informal and formal staff reward and recognition schemes and make notes on what you find.
The following links will provide some examples. http://smallbusiness.chron.com/examples-employee-recognition-programs-10883.html https://www.cultureamp.com/blog/20-employee-recognition-ideas-that-work/ Choose and develop at least five examples that would be appropriate for your team in the case study. Answer Five examples that would be accurate for the team are given below: 1. Bonuses 2. Verbal appreciation 3. Written appreciation 4. Holiday trips 5. Celebrating birthdays or anniversaries These events and recognition increase the morale of teams and team members as they are appreciated for the hard work and efforts they put in to do their best to achieve the goals and objectives of the organization. |
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
The email text should give an evaluation of the team’s performance in terms of the achievement of their goals. It should introduce and summarise the reward and recognition schemes that you have identified and seek their feedback and approval to move forward with the project. Indicate which of the schemes you think would be most appropriate for the team as per the scenario and why. You will be assessed on whether your email addresses the required content as described, as well as the clarity of your email. The owner will reply to your email with authority to implement one of the schemes that you have selected. Answer Email To – owner@cafe.au.in From – manager@cafe.au.in Subject – Discussing team’s performance Respected sir, This mail is to inform you that we have achieved the strategic goals of the café as the team had worked very work and we have evaluated their very commendable performance I must say. They have done the entire task delegated to them very effectively. I have also assessed some recognition schemes that will help us to appreciate the performance of the team. I think bonuses and verbal appreciation would be very appropriate to appreciate the team’s efforts and it will also encourage them to do better. I request you kindly give your valuable feedback regarding this. With regards, Manager
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The text of the email should be in grammatically correct English, written in an appropriate (polite and warm) style.
It should thank them for their efforts in achieving the strategic goals and give the details of the reward and recognition scheme that you are introducing. The email should mention Maggie’s efforts and state that she will be the first recipient of a personal reward. Answer Email To – team@cafe.au.in From – manager@cafe.au.in Date – 15th July, 20XX Subject – Thanking them for their efforts Respected team members, I want to thank you all from the bottom of my heart as you all have put so much effort and hard work into achieving the objectives. Especially I want to thank Maggie who has done a tremendous job and hard work. I also want to share with you all that company is going to give you a bonus as a reward for your hard work. Best of luck with your future! With regards, Manager
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The text of the email should be in grammatically correct English, written in an appropriate (polite and warm) style.
It should thank her for her efforts and her innovative approach to achieving the strategic goals. Give her the details of the reward that you are awarding her. Answer Email To – maggie@cafe.au.in From – manager@cafe.au.in Date – 15th July, 20XX Subject – Regarding appreciating her Dear Maggie, This mail is written to appreciate you for the efforts and hard work that you have put to achieve the strategic objectives and goals of the café. You have done a commendable job and for that, we have some exciting news to share with you. The café is giving is offering you 3 days trip to Switzerland. Have fun and enjoy your trip to the fullest. With regards, Manager
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Student’s name: | |||||
Did the student: | Completed successfully? | Comments | |||
Yes | No | ||||
Identify and reward individual and team efforts and contributions? | |||||
Represent team interests in the wider organisational environment? | |||||
Monitor the team’s performance to ensure that progress has been made towards the achievement of business goals? | |||||
Provide recognition and rewards for the team’s achievements? | |||||
Task outcome: | ¨ Satisfactory | ¨ Not satisfactory | |||
Assessor signature: | |||||
Assessor name: | |||||
Date: | |||||
Student name: | |
Assessor name: | |
Date: | |
Unit name: | |
Qualification name: |
Final assessment results
Task | Type | Result | ||
Satisfactory | Unsatisfactory | Did not submit | ||
Assessment Task 1 | Knowledge questions | S | U | DNS |
Assessment Task 2 | Team planning meeting | S | U | DNS |
Assessment Task 3 | Team work plan project | S | U | DNS |
Assessment Task 4 | Reward and recognition project | S | U | DNS |
Overall unit results | C | NYC |
Feedback
Student signature: ___________________________________________ Date: _________________
Assessor signature: _________________________________________ Date: _________________
References
Castells, M. (2013). Communication power.Oxford University Press.
Dinerstein, A. C. (2015). The politics of autonomy in Latin America: The art of organising hope. London: Palgrave Macmillan.
Geddes, B., Wright, J., & Frantz, E. (2012).New data on autocratic regimes. Manuscript, September, 10.
Greenbaum, J., &Kyng, M. (Eds.). (2020). Design at work: Cooperative design of computer systems. CRC Press.
Kreitner, R., & Cassidy, C. (2012). Management.Cengage Learning.
Leedy, P. D., &Ormrod, J. E. (2019). Practical research: Planning and design. Pearson. One Lake Street, Upper Saddle River, New Jersey 07458.
Liebowitz, J., & Beckman, T. (2020). Knowledge organizations: What every manager should know. CRC press.
Ocalan, A. (2015). Democratic confederalism. Lulu Press, Inc.
Schechner, R. (2017). Performance studies: An introduction. Routledge.
Whyte, W. H. (2013). The organization man.University of Pennsylvania Press.
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Youth-related violence: School shooting; Date-rape
Hawkins, J. D. (2000). Predictors of youth violence. US Department of Justice, Office of Justice Programs, Office of Juvenile Justice and Delinquency Prevention
The author Hawkins reports on the youth-related violence that were becoming very common these days in every nation across the world. Hawkins further estimated that it turns out to be the most global public health problem. In this article, he clearly describes the determinants and predictors of prevailing youth violence.
These predictors are linked to the economic conditions that are closely related to the crimes. The positives and negatives of Juvenile detention centres were also been focused on how young people were sent to them rather than to adult prison for wrongdoing. Youth violence considered to be a major concern for the last 25 years in law and behavioural sciences. He describes Various sources that indicate the rise in youth violence. Based on the Estimation of USPHS in 2002, many youths have participated in violent conductions which leads to various injuries and killings of other people. So, the main concern from the law’s point of view is to decrease the minimum age of these offenders who tried to adults to initiate the violent juvenile. Many factors that are responsible for violence include various individual factors such as hyperactivity, concentration problems, restlessness, etc as well as peer-related factors such as delinquent peers, gang membership and delinquent siblings. Some family factors also led to violence like child maltreatment, poor family management practices and low levels of parental involvement (Hawkins, 2000). Some strategies that are suggested to manage this youth violence are as follows:
1) through the development of social and physical environment.
2) Through preventing the exposure of violence at the community level.
3) Norms should be implemented and values must be provided.
This author significantly describes how the relationship between youth violence and economic conditions could be managed to some extent.
O’Toole, M. E. (2009). The school shooter a threat assessment perspective. DIANE Publishing.
This article by O’Toole provided a static view of how killings were prevailing across the globe during the school shooting and many students were losing their life due to severe conditions. As this news prevails, all the administrators were worried and seek for a single answer, “is this incident taking place in their school?” schools should be a place where students can learn perhaps of the life under threat. The author also mentioned some key strategies that must be implemented to avoid such disastrous incidents of school shootings. Also includes the major steps that are a must during this type of incident.
It includes a severe armed attack on various institutions of education that consist of primary schools, secondary schools, and also universities and high schools. As school shooting might take place in any nation or any part of the world but is most prevailing in the states of America. As per the relative theories, the major factors that lead to this phenomenon include mental illness on psychological issues, Lacking supervision, and family dysfunction. Analyzing the attackers based on their effective motives includes persecution, bullying, threatened that is maximum, acts of revenge and several different reasons. Based on his theory it is also been analyzed that the most probable factor that force and lead an individual to commit outburst of aggression and severe criminal acts of violence is identified to be the presence of Immaturity prevailing among the individuals. There are also different types of typologies of school shootings that include Rampage shootings in which the main target is to attract the attention of the public as they are non-targeted attacks and are likely to be expressive. The second one is based on targeting individuals or school institutions as well and is known as mass murder. There is also a third variety of incidents that are termed as terrorist attacks in which the main purpose is a politically motivated attack undertaken with targeting school institutions or students as representative targets (O’Toole, 2009).
This article by O’Toole focuses on the people thinking about reducing the risk of issues as it is described through the essay project. Most people’s think only of the possible ideas to solve the issues perhaps not acknowledging the actual cause and the impact of the issues. With this article, the authors put forth the idea that one should reach into depth to seek effective solutions.
Martin, P. Y. (2016). The rape prone culture of academic contexts: Fraternities and athletics. Gender & Society, 30(1), 30-43.
The author Martin in this article examines the prevailing rape culture in convinced environments that includes social situations such as bars and societies and college parties. Rape culture is set to be the promoted norm in these societies. The rape culture that is a much prominent factor today is basically promoted by the prevailing gender lamination of our humanity. These gender roles are assigned in humanity and men are treated and promoted as dominant and aggressive and these beliefs are accepted throughout the culture. Sexual assault is the leading problem or major issue because of the social development of gender guild parties where the priority is given to men and inclined to disobey and mistreat women in culture. Sexual assaults turn into various psychological effects on the victims that could be in any form like severe anxiety, depression, reduced self-esteem and sexual dysfunction and in some cases thoughts of suicide are also common. Based on this article of Martin, to prevent these sexual assaults primary prevention methods should be implemented (Martin, 2016). These include targeting the risk factors at the different phases such as individual, relationship, and community.
This article is considered to be as significant due to its focus given on the micro-defined levels including Fraternity parties on the college campus. To develop and implement a plan or policy for equal participation, it needs to understand the human scenario from the women’s perspective.
Hawkins, J. D. (2000). Predictors of youth violence. US Department of Justice, Office of Justice Programs, Office of Juvenile Justice and Delinquency Prevention. https://books.google.com/books?hl=en&lr=&id=15zaAAAAMAAJ&oi=fnd&pg=PT1&dq=bibliography+on+youth+related+violence%27s+&ots=f-L8Fd24Tc&sig=if95gamKkPDrrCQptbiq0qeb8hg
O’Toole, M. E. (2009). The school shooter a threat assessment perspective. DIANE Publishing. https://books.google.com/books?hl=en&lr=&id=1V1A6KEalrIC&oi=fnd&pg=PA1&dq=O%27Toole,+M.E.+article+on+school+shooting&ots=8f7MI_fK1E&sig=l2qPSsbxaoNVgdWPG_Q_lKNyLVs
Martin, P. Y. (2016). The rape prone culture of academic contexts: Fraternities and athletics. Gender & Society, 30(1), 30-43. https://diginole.lib.fsu.edu/islandora/object/fsu:503242/datastream/PDF/view