ASSESSMENT COVERSHEET

ASSESSMENT COVERSHEET

Unit:

Course Name:

Assessment Tool:

Assessment 3

Student must fill this section:

Student Name:

Student ID:

Privacy Release Clause:

I give my permission for my assessment material to be used in the auditing, assessment validation & moderation Process”

Authenticity Declaration:

I declare that:

The material I have submitted is my own work;

I have kept a copy of all relevant notes and reference material that I used in the production of my work;

I have given references for all sources of information that are not my own, including the words, ideas and images of others.”

Student signature:

Date:

Assessment Completion Status

Attempt

Satisfactory

Non-Satisfactory

Date

Assessor’s Signature

Initial attempt

2nd attempt/Re-assessment

Information for Student:

All work is to be entirely of the Student.

Read the instructions for each question very carefully.

Be sure to PRINT your FULL name & LAST name in every place that is provided.

Short questions must be answered in the spaces provided or follow the word limits as instructed.

For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The student must attach its own work formatted in double space, Arial 12 pts.

All assessment tasks must be addressed correctly in order to obtain a competence for the unit of competency.

If the Student doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.

All assessments must be submitted online. Login to www.kiionline.edu.au and follow the subject link to submit your assessments. Note that the hard copy of the assessments will not be accepted.

Re-assessment of Result& Academic Appeal procedures:

If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Operations Manager. This should be submitted after completion of the subject and within fourteen days of commencement of the new term.

Re-assessment Process:

An appeal in writing is made to the Operations Manager providing reasons for re-assessment /appeal.

Operations Manager will delegate another faculty member to review the assessment.

The student will be advised of the review result done by another assessor.

If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the Operations Manager OR if need be an external assessor.

The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final.

If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency.

Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject.  

The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid.
Academic Appeals

If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol.

To appeal a decision, the person is required to complete the KII- Request for Appeal of a Decision form with all other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details:

Student Support Officer, Kingsford International Institute (KII), Level 6, 128-136 Chalmers St, Surry Hills, NSW 2010, Email: [email protected]

The notice of appeal should be in writing addressed to the Operations Manager and submitted within seven days of notification of the outcome of the re-evaluation process.

If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit.

In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate.

The decision of Operations Manager will be final.

Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy.

I understand all the above rules and guidelines for the assessment”

Full Name

Signature

Date (dd/mm/yyyy)

Section A

Case study: Prepare for on-the-job coaching

Your stock requisition has been delivered to your work area from stores. John is responsible for transferring the stock into the storage area. You notice he is not using correct manual handling techniques to move cartons or bulky items. He is not following organisational procedures for handling stock. You know this is a work health and safety issue and must be addressed quickly before he injures himself.

1: How was the need for coaching identified?

2: What communication techniques can you use when discussing John’s needs with him?

3: Your discussions have identified that John needs coaching on how to correctly lift and carry boxes. He understands how to use a truck trolley and where the stock is to be stored in the storeroom. The correct procedure was explained to him some time ago but he has forgotten it. Explain the overall purpose of the coaching session to John.

4: Where can you find information to support your coaching session?

5: What steps will you follow when delivering coaching to John or any of your other colleagues? Briefly explain what occurs at each step in these key principles of training.

6: You decide to develop a simple coaching plan to make sure you cover all necessary information and skills. Complete the table to describe how you will deliver your coaching session. Use your workplace or training environment’s organisational procedures when completing the plan or research correct lifting and carrying procedures.

Seq. = The sequence in which the coaching topics will be delivered.

Topic/steps = the topic to be discussed and/or demonstrated or steps to complete a task as per relevant organisational procedures or standard work practices.

Key knowledge = Required knowledge that supports the successful application of the task(s), such as WHS or hygiene requirements.

Resources required = Resources required to deliver the coaching, including large and small equipment, stock, ingredients, documentation, machinery.

Coaching plan

Coaching topic: servicing customers from starting

Seq

Topic / steps

Key knowledge

1

2

3

4

5

6

7

Resources required:

Trolley

Tray

Boxes

7: What other details do you need to discuss and confirm with John if the coaching is not going to be delivered immediately?

8: Choose one topic or step from your coaching plan and write how you will explain that topic/step to John.

9: What are two questions you can ask after explaining and demonstrating the correct procedure to check John’s understanding?

10: How much time should you allocate to this training session? Give a breakdown of the time required for each stage of the coaching process and total time to be allocated.

Coaching stage

Time allocation

11: How can you allocate time to deliver coaching to John while still completing your duties?

12: John has received coaching and has practised the skill several times. You observe that he initially completed the procedure correctly, but is now tending to bend his back more each time he lifts or lowers the boxes. He is completing all other steps as per the organisational procedure correctly, especially when carrying the load from the delivery point to the storeroom.

You are about to give him feedback on his performance. Write what you will say to John when giving him feedback.

13: Its two weeks later and you have been observing John move boxes of stock into the storeroom. You are very pleased to see that he is using correct lifting and carrying techniques. However, this is a larger than normal delivery with many boxes to be transferred to the storage area. It will take him over an hour to transfer them all if he carries them individually. It will also be a physically strenuous task. What supportive assistance or advice can you give him in this situation? Write what you would say to John.

Section B

TASK 1

Your department has five full-time staff of equal seniority and ability. The names of these staff members are:

JULIA, SASHA , PATRICK, FRASER, PAUL

These staff members have all made requests to have the following days off over the period of the next roster, you must aim to accommodate all requests if possible:

SASHA: Requests all Saturdays off in August

FRASER: Requests to be rostered off or to get late shifts on Saturdays

PAUL: Requests the 13th-16th August off (4 days) to go to a wedding

PATRICK: Cannot work Sundays on the 7th, 14th and 21st August.

JULIA: No requests have been made

This establishment requires two staff members for the Early shift (7.00 to 15.30) and two staff members for the Late shift (15.00 to 23.30) from Monday to Friday and only one staff member per shift on weekends. A third staff member is required for a “swing shift” (09.00 to 17.30) on Fridays to cope with the extra pressure at the end of the week.

This is the roster for the last week of July. Please complete the roster for the next three weeks using the blank rosters below.

Name

Monday 25th

Tuesday 26th

Wednesday 27th

Thursday

28th

Friday

29th

Saturday

30th

Sunday

31st

Julia

E

E

E

E

E

RDO

RDO

Sasha

RDO

RDO

E

E

E

E

E

Patrick

L

L

RDO

RDO

L

L

L

Fraser

E

E

L

L

L

RDO

RDO

Paul

L

L

L

L

S

RDO

RDO

Name

Monday 1st

Tuesday

2nd

Wednesday

3rd

Thursday

4th

Friday

5th

Saturday

6th

Sunday

7th

Julia

Sasha

Patrick

Fraser

Paul

Name

Monday 8th

Tuesday 9th

Wednesday 10th

Thursday

11th

Friday

12th

Saturday

13th

Sunday

14th

Julia

Sasha

Patrick

Fraser

Paul

Name

Monday 15th

Tuesday 16th

Wednesday 17th

Thursday

18th

Friday

19th

Saturday

20th

Sunday

21st

Julia

Sasha

Patrick

Fraser

Paul

TASK 2

Your establishment has six full-time employees of equal seniority and ability, who are backed up by three casual staff members who are rostered as requested. The names of these full-time staff members are:

KEVIN, MARTIN, ROBERT, JEAN , BASIL, MARGARET

The names of the casual staff members are:

JOHN (Available Saturday and Sunday only)

ANNE (Available Monday to Thursday only)

DAVID (Available Tuesday, Friday, Saturday and Sunday only)

Consideration:

Two staff members must work each shift (Early and Late) and there must be one person on a swing shift each day. On Friday and Saturday evening, there must be an extra person rostered on for the Late shift.

Name

Monday 25th

Tuesday 26th

Wednesday 27th

Thursday

28th

Friday

29th

Saturday

30th

Sunday

31st

KELLY

E

E

E

E

E

RDO

RDO

MARTIN

RDO

RDO

E

E

E

E

E

ROBERT

E

E

RDO

RDO

L

L

L

JEAN

L

L

L

RDO

RDO

E

E

BASIL

L

L

L

L

L

RDO

RDO

MARGARET

S

RDO

RDO

L

S

L

L

JOHN

L

L

ANNE

S

S

DAVID

S

S

S

Instruction:

Develop a continues roster for 2 weeks using the template below. Use the given considerations above.

Name

Monday 1st

Tuesday 2nd

Wednesday

3rd

Thursday

4th

Friday

5th

Saturday

6th

Sunday

7th

KELLY

MARTIN

ROBERT

JEAN

BASIL

MARGARET

JOHN

ANNE

DAVID

Name

Monday 8th

Tuesday 9th

Wednesday 10th

Thursday

11th

Friday

13th

Saturday

14th

Sunday

15th

KELLY

MARTIN

ROBERT

JEAN

BASIL

MARGARET

JOHN

ANNE

DAVID

Task 3

Using the week beginning Monday 1st October and ending Sunday 7th October, cost the roster for all staff members using the following pay rates:

Full Time Staff:

Casual:

Monday to Friday $12.50/hour

Monday to Friday $15.63/hour

Saturday $18.75/hour

Saturday $18.75/hour

Sunday $21.88/hour

Sunday $21.88/hour

Public Holidays $31.25/hour

Public Holidays $31.25/hour

NAME

COST

Kelly

Martin

Robert

Jean

Basil

Margaret

John

Anne

David

Total Wage Cost

Section C

Task 1: 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.

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.

Carefully read the following scenario

You are the manager of a busy café within the KII Hotel and Spa. Apart from you and the owner, there is a full-time chef named Navneet, two sous 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 renowned for its amazing local food and service and vibrant atmosphere.

Its mission is to grow the café and its 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.

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? (Appendix 1.1)

Use the minutes of the meeting template in resources section.

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 (1. Prepare for a meeting with the team) 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. Take a screenshot of the email and attach it here with your assessment document.

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. Take a screenshot of the email and attach it here with your assessment document.

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. (Appendix 1.2)

You can include the information of room reservation here. Use the meeting room reservation template in the resources section. Or you can simulate this by performing all the requirement in one of our classrooms. Take a photo and attach it here with your assessment.

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 teams, 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 template in resources section (Appendix 1.3). 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.

Task 2: Team work plan project

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. Use the Team work plan template that you’ve developed in task 1. (Appendix 1.3)

2.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. Take a screenshot of the email and attach it here with your assessment document.

3.Revise your team work plan.

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

Save this document as Revised Team Work Plan. (Appendix 1.3)

4.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. Take a screenshot of the email and attach it here with your assessment document.

5.Prepare to meet with Tristan (your assessor).

Scenario:

A new employee has just joined in the company named Tristan. You found out that he struggles with the usage of computer. He does have basic knowledge in computer application, and this will also be the first time for him to use the software that your company is using. As a team leader, you need to provide mentoring and coaching to support your team members.

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. (Appendix 2.1)

Use the template in resources section for Identifying any barriers

6.Meet with Tristan (your assessor).

This meeting will take place at your workstation.

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

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

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

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

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

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

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

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.

Use the minutes of the meeting template in resources section.

(Appendix 2.1) and (Appendix 2.2)

7: Feedback-Reward and recognition project

Instruction: You can take a screenshot of all the emails and correspondences you will be making and attach all of it here with your assessment submission.

TASK 3 reward and recognition project

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.

Attach feedback for reward and recognition schemes

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.

Take a screenshot of the email and attach it here with your assessment document

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.

Take a screenshot of the email and attach it here with your assessment document

Send an email to Maggie- a teammate (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.

Take a screenshot of the email and attach it here with your assessment document

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