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First published 2020

RTO Works
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© 2020 RTOWorks

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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

Introduction. 4

Assessment for this unit 4

Preparing for assessment 4

Assessment Task 1: Knowledge questions. 6

Information for students. 6

Questions. 7

Assessment Task 1: Checklist 9

Assessment Task 2: Team planning meeting. 12

Information for students. 12

Activities. 13

Assessment Task 2: Checklist 17

Assessment Task 3: Team work plan project 19

Information for students. 19

Activities. 20

Assessment Task 3: Checklist 23

Assessment Task 4: Reward and recognition project 24

Information for students. 24

Activities. 25

Assessment Task 4: Checklist 27

Final results record. 28

 

 

 

 

 

 

 

Introduction

Welcome to the Student Assessment Tasks for SITXHRM003 Lead and manage people.These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.

Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.

Assessment for this unit

SITXHRM003 Lead and manage people describes the performance outcomes, skills and knowledge required to lead and manage people including in teams and support and encourage their commitment to the organisation. It requires the ability to lead by example and manage performance through effective leadership.

For youto be assessed as competent, you must successfully complete four assessment tasks:

  • Assessment Task 1: Knowledge questions – You must answer all questions correctly.
  • Assessment Task 2: Team planning meeting – You are required to conduct a team meeting involving brainstorm to develop ideas for the case study business.
  • Assessment Task 3: Team work plan project – You are required to develop a team work plan from the notes you took in the previous activity and conduct a training session for a team member.
  • Assessment Task 4: Reward and recognition project – You are required to research and report on reward and recognition schemes that can be implemented for the case study business.

Preparing for assessment

Please read through all of the assessment tasks and related documents carefully before you get started. Ensure that you have everything that you need and seek clarification from your trainer, assessor or workplace supervisor if you have any questions.

 

Supporting resources: Supporting resources include templates, journals, workbooks and portfolios which can be used to support you in providing evidence of your competence. Your assessor will provide you with these documents before you begin your assessment tasks. For this unit, the supporting resources comprise:

·           Team Work Plan Template (Assessment Task 2)

·           Team Work Plan Template (Assessment Task 3)

 

Once you have read through the assessment tasks and are satisfied that you are clear on the requirements and submission dates, complete and sign a Student Assessment Agreement. Your assessor will 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:

 

  • submitting assessments
  • assessment appeals
  • re-assessment guidelines
  • responding to written questions.

 

 

Assessment Task 1: Knowledge questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:

  • review the advice to students regarding answering knowledge questions in the Hospitality Works Student User Guide
  • comply with the due date for assessment which your assessor will provide
  • adhere with your RTO’s submission guidelines
  • answer all questions completely and correctly
  • submit work which is original and, where necessary, properly referenced
  • submit a completed cover sheet with your work
  • avoid sharing your answers with other students.

 

Assessment information
Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on:

·           where this task should be completed

·           the maximum time allowed for completing this assessment task

·           whether or not this task is open-book.

Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix C of the Student User Guide.However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that.

 

 

 

Questions

  1. Describe the importance of each of the following tasks completed by supervisors and managers. Provide a specific example for each.

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).

 

  1. For each of the following information, explain why it is important for supervisors and managers to provide this to staff.
  2. a) Organisation performance – It helps in maximizing the productivity and engagement of the employee.
  3. b) Changes in organisational policies – These help the organization to grow and succeed.
  4. c) Marketing information and targets – It helps the organization in developing effective communication strategies for marketing.
  5. d) Overall organisational objectives – By making or setting realistic, clear objectives, organizations will have a very clear path to achieving great success.
  6. e) plans for new equipment – It increases the performance of equipment.
  7. f) Rationale for management decisions – It effectively communicates the causes for the decision for the particular aim of decision making.
  8. g) Technology updates – It helps in dealing with daily dynamic and active things.
  9. h) Training developments – It improves the capabilities and skills of individuals (Dinerstein, 2015).
  10. Explain the importance of the following in relation to being part of a work team.
  11. a) adhering to policies and procedures – It gives the roadmap for daily operations.
  12. b) cooperative and open communication – It leads to a further trusting and engaged team.
  13. c) understanding the nature and scope of work – By this we could get the estimate of budget off to the strong beginning and set the project, particularly for success.
  14. d) forming relationships with others in the workplace – It is essential for the emotional and mental well-being of the individual at the workplace.
  15. e) understanding reporting requirements – It is important for monitoring the performance of the business (Dinerstein, 2015).

 

  1. Explain how each of the following can assist in developing individuals at work.
  2. a) change in job responsibilities – It helps in developing new skills, learning gaining experience in the new field.
  3. b) External training and professional development – It improves the performance of individuals.
  4. c) Formal promotion – It increases productivity and motivation in individuals.
  5. d) Internal training and professional development – It helps to develop new skills in individuals.
  6. e) opportunity for greater autonomy or responsibility – It maximizes the satisfaction of the job.
  7. Describe the key features of the following leadership styles:
  8. a) Laissez-Faire – It includes:
  9. Employees have the capability of making their decisions.
  10. Individuals are expected for solving their issues
  11. b) Autocratic – It includes:
  12. The environment is greatly structured.
  13. Processes and rules are defined clearly.
  14. c) Democratic – It includes:
  15. High engagement with employees
  16. Culture of the company maximizes teamwork (Leedy&Ormrod, 2019).
  17. Describe three ways that open and supportive communication can be established in a workplace.

Three ways are:

  1. Show esteem to all employees always.
  2. Ask staff to give feedback.
  3. Be friendly
  4. Describe three characteristics of an effective leader.

Three characteristics are given below:

  1. Effective skills in communication
  2. Reliable and honest
  3. He has positive nature towards members (Leedy&Ormrod, 2019).
  4. Outline three principles of team work.

Three principles are given below:

  1. Measurable outcomes and processes
  2. Shared objectives
  3. Active communication
  4. Outline three characteristics of effective teams.

Three characteristics are given below:

  1. Defined objectives
  2. Dispute resolution
  3. Clear and effective leadership (Schechner, 2017).
  4. Outline three benefits of effective team work.

Three benefits are given below:

  1. Improved personal development
  2. Increase in performance productivity
  3. Better issue solving
  4. Explain three roles that a team member may assume within a team.

Three roles are given below:

  1. Co-ordinator
  2. Team worker
  3. Monitor assessor (Schechner, 2017).
  4. Explain three attributes needed of team members

Three attributes are given below:

  1. They are mainly committed to the team
  2. They are effectively engaged in teamwork
  3. They are very responsible and reliable
  4. Explain two different ways that a team can be organised.

Two ways are given below:

  1. Make teams with a greater set of particular members
  2. Decrease the figures of teams that need the participation of individuals (Whyte, 2013).
  3. Outline three problems that can occur within a team.

Three problems are given below:

  1. Personality disputes
  2. Decreased level of engagement
  3. Tension and conflicts
  4. Explain how motivation assists in the management of individuals and teams at work.

Motivation increases the performance and productivity of individuals, decreases turnover and enhances teamwork (Whyte, 2013).

  1. Identify two theories of motivation and how this applies to managing individuals and teams.

Two theories are given below:

  1. Theory of incentive – It suggests rewards, incentives, recognition and reinforcement motivate individuals.
  2. Theory of competence – It proposes individuals frequently want to mainly engage in particular activities for displaying their abilities, intelligence and skills.
  3. Explain how group dynamics can impact on successful team management.

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).

  1. Describe how each of the following recognition and rewards can assist with effective leadership of staff.
  2. a) Acknowledging individual good performance to the whole team – It helps the individuals see that the organization values them and also their efforts.
  3. b) Incentive initiatives – It could enhance motivation, and morale for supporting companies to achieve their objectives.
  4. c) Informal acknowledgement – It assists to show the employees that they are particularly appreciated.
  5. d) Presenting awards – It provides the opportunity for celebrating the efforts of the employees.
  6. e) Written reports to management – It gives essential detail or information that could be utilized for developing plans of marketing etc.
  7. Outline two types of organisational plans and the steps needed to plan each.

Two types of plans are:

  1. Strategic – The steps are:
  2. a) Establish the plan
  3. b) Translate the plan into planned steps
  4. c) Plan regular options
  5. d) Implement the plans
  6. Contingency – The steps are:
  7. a) Establish the plan
  8. b) Translate the plan into planned steps
  9. c) Plan changes to be made
  10. d) Implement the plans (Castells, 2013).

Assessment Task 1:Checklist

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

 

Information for students

As the manager for a case study organisation, you are required to conduct a team meeting. At the meeting, the team will brainstorm and develop ideas for activities that can be developed to meet strategic goals and objectives.

You will need access to:

  • your learning resources and other information for reference
  • your Team Work Plan Template
  • space for a meeting
  • roleplay participants.

Ensure that you:

  • review the advice to students regarding responding to written tasks in the Hospitality Works Student User Guide
  • comply with the due date for assessment which your assessor will provide
  • adhere with your RTO’s submission guidelines
  • answer all questions completely and correctly
  • submit work which is original and, where necessary, properly referenced
  • submit a completed cover sheet with your work
  • avoid sharing your answers with other students.

 

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.

 

 

 

Activities

Complete the following activities.

Carefully read the following scenario.

You are the manager of a busy café within the Blue Healer Hotel and Spa. Apart from you and the owner, there is a full-time chef named Navneet, two sou chefs, two part-time kitchen porters and casual wait staff employed. The casual wait staff are from the local area and are mostly university students or high school students working part-time shifts. The team is tight knit and work well together. The casual wait staff visit the café socially sometimes and the culture is one of sharing and helping each other out when needed.

The café’s vision is to be the most popular café within the local region renown for it’s amazing local food and service and vibrant atmosphere.

It’s mission is to grow the café and it’s popularity by strong leadership, sound communication and the provision of a clear strategic direction that ensures it’s a great place for staff to work; it provides food and beverages that the public wants with a focus on local produce and sustainable practices; and it becomes known for its vibe and atmosphere.

Values listed in its Strategic Plan include:

·           Operating with trust and integrity with each other, as well as with employees and the community.

·           Customer focus through appreciation of interests and passion for food that is local, healthy and delicious and sustainably sourced.

·           Camaraderie through recognising the superior strength and efficiencies of good team work

·           Innovation through best practice and change

·           Openness and transparency in communicating with our employees, customers and the broader community.

The organisation has adopted three key strategic goals is to improve local interest in the community and not just rely on the hotel guests for revenue, specifically to:

·           increase local traffic by 25% in the new upcoming financial year

·           develop and implement a “specials or loyalty” program to use as the basis of weekly advertising in the local area

·           provide entertainment to encourage people to stay longer.

A key approach to achieve these will be to establish relationships with local talent to provide entertainment and increase advertising locally.

The owner has asked you to develop a team work plan that will include a range of tasks and activities that the café’s staff can carry out over the next twelve months to achieve the key strategic goals and objectives.

In order to develop a plan that will be enthusiastically adopted by the team, you are to conduct a meeting with the staff to inform them of the new key goals, and to workshop innovative ideas they may have that could help the business achieve them. With the participation of the staff, you are to translate their ideas into actions that they will then carry out.

  1. Prepare for a meeting with the team.
The meeting will provide an opportunity for all the café’s employees to contribute to the next stage of the business’s development. You will be collecting ideas about how the team can fulfil the business’s objectives.

You are expected to encourage all team members to be innovative and be constructive in their participation. Keep in mind that this unit’s focus is on teams working in an effective way, and you are being assessed on your ability to encourage and support your colleagues to do this.

Review the case study information and write some notes on your plans for the meeting.

You will know the other meeting participants, so structure the meeting in a way that is appropriate for these people (your classmates). Use appropriate language and social references, too.

Write a statement of what the team’s purpose and long-term objectives are, to take to the meeting with you. This will be just your starting point, though, as these will have to be discussed and accepted by all the meeting’s participants.

As well as leading the meeting, you will be taking notes, and writing up a report afterwards. Review the Team Work Plan Template to order the information you receive at the meeting. How do you want to document the meeting’s proceedings? With a white board, computer and projector, or butcher’s paper?

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

 

  1. Write an email to the owner (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should summarise the preparations you have made in activity 1 and set out what you hope to achieve at the meeting.

The text of the email should ask for the date, time, and place of the meeting.

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

 

 

 

  1. Write an email to your team members (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite and warm) style.

The email’s text should list the café’s three key strategic goals and invite the recipient to a meeting to discuss how the team can achieve these, in particular activities that can be conducted to assist in achieving these goals.

It should summarise the goals of the meeting and its importance and encourage the team members to start thinking of activities appropriate for meeting the team’s goals, and to bring these to the meeting.

Include the date, time, and place of the meeting in the email.

Answer Activity 3

Email

To – teammembers@cafe.au.in

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

  1. Prepare the room for the meeting.
Check that there is enough seating for all meeting participants. Every participant should be able to see the whiteboard, and the seating should be arranged to encourage a group discussion.

Ensure that all of the physical elements are functioning correctly before the meeting begins.

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.

  1. Conduct the meeting.
Begin the meeting by welcoming the participants and giving a summary of the organisation’s goals and objectives, and how encouraging innovation in the workplace can support these.

Your next step is to establish, and document, the team’s purpose and long-term objectives and how these support the business’s goals and objectives.

You are being asked here to 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.

 

 

 

Assessment Task 2: Checklist

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

     
Task outcome: ¨  Satisfactory ¨  Not satisfactory
Assessor signature:  
Assessor name:  
Date:  

 

 

Assessment Task 3: Team work plan project

 

Information for students

In this task,you will develop a team work plan from the notes you took in the previous activity.

You will need access to:

  • your learning resources and other information for reference
  • your Team Work Plan Template.

Ensure that you:

  • review the advice to students regarding responding to written tasks in the Hospitality Works Student User Guide
  • comply with the due date for assessment which your assessor will provide
  • adhere with your RTO’s submission guidelines
  • answer all questions completely and correctly
  • submit work which is original and, where necessary, properly referenced
  • submit a completed cover sheet with your work
  • avoid sharing your answers with other students.

 

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.

 

 

 

Activities

Complete the following activities.

  1. Develop a team work plan.
Collate the notes that you took during the meeting, adding any points that you may have missed during the meeting. Where you find that some information is missing, use analytical thinking techniques to generate possible solutions, not forgetting that you can seek input from others as required

Use the Team Work Plan Template to list and describe activities that were brought up during the meeting, following each idea through its goals, timeframe, and who is responsible for individual tasks.

Ensure that a team member is clearly responsible for each task, and that specific productivity measures are allocated as outcomes for each idea. Each team member’s responsibilities should be collated so each has a clear understanding of what is expected of them and when.

Save this document as Draft Team Work Plan.

Answer Plan

  Idea Goals Preparation Objective Responsible Outcomes Timeframe
  Implementing some adventurous activities in the café related to work will encourage the members to work and complete their targets (Kreitner& Cassidy, 2012). To effectively engage the members of the team. 1. Planning the activities. To make the members engaged with the team. Manager Engagement level is better 1 day
  2. Discuss it with the team. To reduce the chances of disputes. Manager Better relations between team members 2 days
  3. Implementing those activities To improve productivity. Manager Increased productivity 2 days
Idea Goals Preparation tasks Objective Responsible Outcomes Timeframe
Rewarding the team for their efforts and hard work that they put in to achieve the goals and objectives (Kreitner& Cassidy, 2012). To encourage the team for working best with productivity and motivation. Check their performance To evaluate their performance productivity Manager Better performance by the team 1 day
Correct their mistakes To give them lessons about effective working and correcting their mistakes Manager Improvement in the whole performance 2 days
Reward them as per their performance output To motivate them Manager Team members are effectively motivated 2 days
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

 

  1. Send an email to the business owner (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should summarise the 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

To – businessowner@cafe.au.in

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

 

  1. Revise your team work plan.
Update your work plan to reflect the feedback given to you by the owner.

Save this document as Revised Team Work Plan.

 

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.

 

 

 

  1. Send an email to the owner and your team (your assessor).
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.

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

 

  1. Prepare to meet with Tristan.
Identify any barriers to Tristan taking on the tasks and responsibilities that you are going to delegate to them and think through techniques or processes that you could use to overcome them.

You will be required to provide mentoring and coaching to support Tristan. Make sure that you understand the differences between mentoring and coaching to ensure that you can provide both during the meeting.

You will also be required to evaluate the team member’s skills and provide opportunities for their individual development. Think through how you can do this during the meeting.

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

 

  1. Meet with Tristan (your assessor).
This meeting will take place at your workstation.

The objective of the meeting is for you to coach and mentor Tristan in how to draft a document in Microsoft Word and email it to you.

First speak to Tristan about the tasks that you intend to delegate to them.

You are required to implement the techniques or processes you have thought of to overcome any barriers that Tristan presents to taking on the job.

When you have gained Tristan’s agreement, evaluate their computer skills by asking them to open up their internet account and then create a new Word document.

Demonstrate how to do this yourself, opening your internet account, creating a new Word document, attach the document to an email and send it. Describe how emails can be sent to a number of people or a group – and that once you receive the email you will access it and then copy the information into the social media platform.

Ask Tristan to demonstrate to you that they can do this. Coach them through the process as necessary.

As part of the mentoring component of this activity, you are required to encourage a trusted, ongoing relationship to form between you. To do this, you should demonstrate effective communication skills including:

·           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

 

 

 

Assessment Task 3: Checklist

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

     
Task outcome: ¨  Satisfactory ¨  Not satisfactory
Assessor signature:  
Assessor name:  
Date:  

 

 

Assessment Task 4: Reward and recognition project

 

Information for students

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:

  • your learning resources and other information for reference

Ensure that you:

  • review the advice to students regarding responding to written tasks in the Hospitality Works Student User Guide
  • comply with the due date for assessment which your assessor will provide
  • adhere with your RTO’s submission guidelines
  • answer all questions completely and correctly
  • submit work which is original and, where necessary, properly referenced
  • submit a completed cover sheet with your work
  • avoid sharing your answers with other students.

 

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.

 

 

 

Activities

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.

  1. Select reward and recognition schemes
Using the Internet, research both informal and formal staff reward and recognition schemes and make notes on what you find.

The following links will provide some examples.

http://smallbusiness.chron.com/examples-employee-recognition-programs-10883.html

https://www.cultureamp.com/blog/20-employee-recognition-ideas-that-work/

Choose and develop at least five examples that would be appropriate for your team in the case study.

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.

  1. Send an email to the owner (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

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

 

 

 

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

 

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

 

 

 

 

Assessment Task 4: Checklist

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:  

 

 

 

 

Final results record

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

 

  • My performance in this unit has been discussed and explained to me.
  • I would like to appeal this assessment decision.

 

Student signature: ___________________________________________   Date: _________________

 

  • I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.

 

Assessor signature:   _________________________________________   Date:  _________________

 

 

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, September10.

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.