Details of Assessment
Term and Year Time allowed
Assessment No 1 Assessment Weighting 50%
Assessment Type Case Study Analysis and Presentation
Due Date Room
Details of Subject
Qualification SIT50116 Diploma in Travel & Tourism Management
Subject Name Workplace Diversity and Customer Service
Details of Unit(s) of competency
Unit Code BSBDIV501 Manage diversity in the workplace
SITXCCS008 Develop and manage quality customer service practices
Details of Student
Student Name
College Student ID
Student Declaration: I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source. Signature: ___________________________
Date: _______/________/_______________
Details of Assessor
Assessor’s Name
Assessment Outcome
Results
0Competent 0Not Yet Competent
Marks
/
FEEDBACK TO STUDENT
Progressive feedback to students, identifying gaps in competency and comments on positive improvements:
__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I also am aware of my appeal rights and reassessment procedure.
Signature: ____________________________
Date: ____/_____/_____ Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback
Student did not attend the feedback session.
Feedback provided on assessment.
Signature: ____________________________
Date: ____/_____/_____
Purpose of the Assessment
The purpose of this assessment is to assess the student in the following learning outcomes: Competent
(C) Not yet Competent
(NYC)
BSBDIV501 Manage diversity in the workplace
1.1 Locate and review diversity policy
1.2 Determine its application to the specific work context
1.3 Institute actions to ensure that the diversity policy is understood and implemented by relevant parties
1.4 Provide feedback and suggestions for improvement to ensure currency and efficacy of diversity policy
2.1 Address own prejudices and demonstrate respect for difference in personal interactions
2.2 Aim for diversity in selecting and recruiting staff
2.3 Identify and address training needs to address issues of difference in the team
2.4 Manage tensions and encourage collaboration and respect between staff who struggle to work effectively with difference
2.5 Assist staff to see that working effectively with difference is a strength that can improve the organisation’s products, services and customer relations
2.6 Manage allegations of harassment and address complaints according to established organisational procedures
3.1 Promote the organisation’s workforce diversity in internal and external forums to enhance the company’s image and reputation
3.2 Capture ideas and information from the diversity in the workforce to enhance products and services and contribute to competitive advantage
3.3 Support organisational efforts to value diversity
SITXCCS008 Develop and manage quality customer service practices
1.1 Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
1.2 Provide opportunities for customers and staff to give feedback on products and services.
1.3 Review changes in internal and external environments and integrate findings into planning for quality service.
1.4 Provide opportunities for staff to participate in development of customer service practices.
1.5 Develop policies and procedures for quality service provision.
2.1 Communicate policies, procedures and expectations to staff.
2.2 Make policies readily available to customers and staff.
2.3 Monitor customer service in the workplace to ensure standards are met.
2.4 Initiate staff training to enhance customer service.
2.5 Take responsibility for service outcomes and dispute resolution.
2.6 Act as a positive role model for professional standards expected of service industry personnel.
3.1 Seek ongoing feedback from staff and customers to improve performance.
3.2 Assess effectiveness of customer service practices.
3.3 Identify systemic customer service problems and adjust policies and procedures to improve service quality.
3.4 Develop, document and communicate new approaches to customer service to staff involved in service delivery.
Assessment/evidence gathering conditions
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student can only achieve competence when all assessment components listed under “Purpose of the assessment” section are recorded as competent. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this Assessment
• Computer with relevant software applications.
• Weekly eLearning notes relevant to the tasks/questions
Instructions for Students
Please read the following instructions carefully
• This assessment has to be completed 1 In class 1 At home
• The assessment is to be completed according to the instructions given by your assessor.
• Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within two weeks of the assessment due date. All other feedback will be provided by the end of the term.
• Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency.
• If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
• Please refer to the College re-assessment and policy for more information (Student handbook).
GENERAL INSTRUCTIONS
There is one central case study with several scenarios and 13 TASKS in this assessment.
You will have to respond to all the tasks by demonstrating your skills and knowledge within the assessment guidelines and requirements. In Task 4 there is a template (provided in Appendix 1), which you will have to utilise to ensure you demonstrate the skills and knowledge.
TABLE OF CONTENT
CONTENT PAGES MARKS MARKS ACHIEVED
TASK 1 – Case Study – Diversity Policy Research Analysis
Task1a: Diversity policy location, identification and documentation 1
Task 1b: Critical Review of Diversity Policy 4
Task 1c: Develop Diversity Fact Sheet 4
TASK 2 – Application of Diversity Policy
Task 2a: Instrument Workplace Diversity internally and externally to business 3
Task 2b: Support Diversity information and contribution 3
Task 2c: Legal requirement of Diversity 5
Task 2d: Potential Workplace issues 3
Task 2e: Organisational Exertion valuing Diversity 2
TASK 3 – Development of a Diversity Training Program and Presentation
Task 3a: Development of Diversity Training Program 8
Task 3b: Communication Techniques 2
Task 3c: Action Improvements 2
Task 3d: Diversity Information Session Presentation 10
TASK 4 –Diversity Management
TASK 4: Effective Complaint Handling resolution 3
TOTAL MARKS 50
The learner is required to update and adjust the page numbers and topics based on the amount of their content and the responses made to each task.
Diversity Policy in the Workplace
The Owners of ACA Travel Agency, have identified that diversity is being considered as an asset to the company and linked to better economic performance. Considering its many benefits including increased innovation, improved understanding of, and service to, clients, and attraction of talent from the widest possible pool of potential staff, they have identified the need and how it can be an integral part of how they conduct business and to strengthen the commercial success as well. Within the Agency’s established work operations and undertaken code of work practices, it appreciates the differences in every employee and encourages diversity in backgrounds, skills, talents and views to enrich the working environment.
The Owners also recognises that in order to reflect the customers and local communities, a diversity policy for the Agency must to be available to both internal and external customers and public. The policy must be adopted under the Corporations Act 2001 (Cth).
Being aware of diverse strategies and organisational and market opportunities and to utilise a range of tactics to achieve ACA Travel Agency’s goals and objectives, you, as the Manager, have been given the responsibility to revise and update the diversity policy to ensure it is legally complaint and supports all the employees and customers to be working and serving respectively in an open, fair and diverse environment.
TASK 1 – Case Study – Diversity Policy Research Analysis
As an initial plan, you, as the Manager of ACA Travel Agency have decided to research other competing travel agency’s established diversity policy and thus conduct an analysis to compare the approach underpinned by a comprehensive diversity strategy and to identify any factors aggregated that may impact on creating a healthy relationships and hinder the Agency’s commitment to shape on the strengths of the people and communities. You are aware that it is imperative to increase the local resources to meet community needs.
You have chosen to research and utilise the online available Flight Centre Group Diversity policy stated in the link below:
http://www.fctgl.com/investor-and-media/governance/diversity-policy
Your Task is to:
a) You are to locate the link stated above and identify this policy. Provide a snapshot/copy of the online diversity policy information as an evidence of your acknowledgement and reviewing the document. (BSBDIV501 1.1) 1 Mark
b) In 300- 400 words, you are to critically review this policy and outline in detail four areas of weakness in these key points that effect the application of this policy for the employees of Flight Centre Group. (BSBDIV501 1.2) 4 Marks
c) Based on the above information gathered to ensure to secure the benefits of a diverse workforce and have an inclusive environment where everyone feels able to participate and achieve their potential you are required to Develop a 1-2 page Fact Sheet that has information for the all employees to ensure they understand diversity at ACA Travel Agency. Your developed fact sheet must comprise of the following: 4 Marks
• The factsheet must be designed to support ACA Travel Agency’s ongoing commitment to recognising, promoting and supporting diversity within the work environment.
• It must be designed in a way that it can be used during the induction process for newly recruited employees.
• The factsheet must be printed in colours
• Creativity and visuals are to be used along with key terms and details of the policy.
• Include what Diversity is, what methods employees can use to provide feedback, privacy, work practices, selecting and recruiting staff, file a report of breach of the Diversity policy, staff involvement in the development quality customer service practices, prejudices and respect for difference in personal interactions, communication to new methodologies, any cautions, managing allegations and follow up on complaints and finally foster diversity by all in the workplace. (BSBDIV501 1.3-1.4)
• To assist you with designing a fact sheet, you may use the following link as an example to develop un understanding of fact sheet may consist of
Example of a Diversity Fact Sheet in the following site:
http://fecca.org.au/wp-content/uploads/2015/06/factsheet-3-what-is-diversity-in-the-workplace1.pdf

TASK 2 – Application of Diversity Policy
Workplace diversity involves recognising the value of individual differences and managing them in the workplace and developing people management strategies that accommodate differences in the background, perspectives and family responsibilities of employees.
ACA Travel Agency has adopted a rigid human resources management practices for the selection of diverse talent, HR policies and practices to identify barriers, opportunities for improvement and working towards increased and enhanced workplace diversity. It fosters the national and state laws cover equal employment opportunity and anti-discrimination to create a workplace free from discrimination and harassment.
As the Manager of ACA Travel Agency, you understand their rights and responsibilities under human rights and anti-discrimination law. You foster training the newly recruited employees by setting effective anti-discrimination and anti-harassment procedures in place to assist them feel valued in their new work environment and also to improve and their productivity and increase efficiency
Your Task is to:
a) Discuss in 100 words how you as the Manager, during the induction process of ACA Travel Agency, can use and instrument workplace diversity to enhance the company’s image, internally and externally. (BSBDIV501 3.1) 3 Marks
b) How would the new employee ensure that the information on work place diversity can support them to enrich the various products and services and thus contribute to gain competitive advantage for ACA Travel Agency (BSBDIV501 3.2) 3 Marks
c) Provide at least five (5) detailed information on relevant legal requirement on Diversity that is stated in the diversity policy, where you as a Manager must emphasise with the newly recruited staff member must be aware of and must consider that it is understood and implemented by relevant parties of ACA Travel Agency at all times. 5 Marks
• This must include all laws and regulations relating to diversity and how they apply to ACA Travel Agency.
• As a Manager, you aim to ensure that the policy is followed by all employees.
d) You being the Manager , are aware that staff members can sometimes struggle to work effectively with difference; Describe three (3) of the potential workplace problems and /or issues that ACA Travel Agency could have with promoting or supporting a diverse workforce. 3 Marks
e) How can you, as a Manager provide organisational exertions to value diversity to those staff members facing the above mentioned workplace issues? 2 Marks
TASK 3 – Development of a Diversity Training Program and Presentation
Developing a Diversity Training Program initiates the awareness of diversity issues and fostering cohesiveness in teams, convey knowledge, and educate employees on how to accept differences among fellow employees.
The Owners of ACA Travel Agency would like to develop a Diversity Training Program to bring out the best their staff members’ work performance and ensure various factors that generate barriers like ethnic, social or political are removed within the environment to promote a productive as a team. The Owners believe such a training program should increase cultural awareness, knowledge, and communication and benefit the Agency to prevent civil rights violations.
Considering the diverse group of people working within ACA Travel Agency, the Owners have would like also like to ensure the removal of any employment-related preconception, including inadvertent prejudice that may be experienced by various groups which includes Aboriginal and/or Torres Strait Islander people, people with disability, people from culturally and Linguistically Diverse (CALD) communities.
Therefore to generate a good understanding and respect towards the work culture of ACA Travel Agency, you, as the Manager have been given the responsibility to develop a Diversity Program leveraging a broad range of ideas and insights of decision making, which will be established by employing and retaining a diverse workforce. You are to promote encouragement to create a highly positive work environment, which will support the staff members to recognise and be tolerant of differences among co-workers.
Assume the following group of people are included within your team of ACA Travel Agency: (It is a typical example of modern Australian workplaces with a diverse range of staff including Age, Sex, Nationality, Disability and Carer responsibilities)
• Assistant Manager, 55 years old, Male, Australian, with strong Catholic beliefs
• Supervisor, 26 years old, female, Indonesian, mother of 1 year child
• Consultant 1, 20-year-old, female, Turkish of Muslim faith
• Consultant 2, 25 years old, American, sexually identifies as lesbian, atheist (no religion)
• Consultant 3, 18 years old New Zealander, female, non-practicing catholic, colour blind.
• Consultant 4, 40-year-old India, Male, Hindu.
Your task is to:
a) Develop a Diversity Training Program for the group of team members as stated above, as part of the ACA Travel Agency’s Diversity policy. (BSBDIV501 2.3) 8 Marks
This Diversity Training program MUST include training for all levels within your workplace and comprise of the following;
The program:
• Should be aligned with business strategies.
• Improve relationships within the company and with customers
• Address problems such as discrimination and sexual harassment
• Provide knowledge and develop skills that lead to business opportunities and optimised talent
• Should incorporate various aspects of :
? How do you attract a diverse range of candidates in your recruitment process
? How can you ensure selection and interview processes are fair
? Management, Supervisors and Operational Staff (Who)
? Type of training you will do (What)
? Training plan for how you will deliver this training (How)
? Justification for this training (Why)
b) Consider you have joined ACA Travel Agency just recently, as a new employee, in the above work group, describe in 100- 150 words, what communication techniques or actions would you take in the first few days to not be influenced by prejudices and generalisations? 2 Marks
c) State in 100 – 150 words, a brief description of how your communications or actions could be improved. 2 Marks
d) In addition to support your Diversity Training Program, you, as the Manager, are required to conduct a 5 minutes Diversity Information Session Power Point Presentation to promote and foster workplace diversity towards your staff. 10 Marks
The aim of this task is to develop clear understanding of accepting and embracing the differences within the group and improving collaboration to enhance ACA Travel Agency’s business reputation.
Your power point presentation will include the following requirements:
• Minimum 6-7 Slides
• Attach the printed copies of the slides after the presentation ( 4 Slides on one page)
? Highlight objectives for achieving workplace diversity and flexibility and how an effective diversity strategy can support an organisation’s business objectives.
? Outline how to implement and manage a successful diversity and inclusion strategy, from communication and training to address workplace behaviour and to evaluate progress
? Elaborate how you can manage and support a team member facing difficulties in collaborating with differences and how you can encourage team alliances
? Provide examples of how differences (e.g. work patterns, ideas or information) contribute as strengths in work teams that can improve the organisation’s products, services, customer relations and how they enhance competitive advantage.
? Integrate workplace diversity principles into all aspects of human resource management, such as planning, selection and recruitment, performance appraisal, training and development, health and safety and workplace relations
? Provide information that promote the organisation’s workforce diversity in internal and external forums to boost ACA Travel Agency’s image
• Please refer to Appendix 2 for Marking Criteria.
TASK 4 –Diversity Management
ACA Travel Agency strive to incorporate affirmative action plans into place, to deal with the processes by which diversity can lead to different outcomes which includes increasing workforce diversity on some dimension that it facilitates the achievement of the Agency’s objectives. The Owners fosters in consistent maintenance of the implementation of practices that show respect for all individuals and recognises their value and providing services to clients irrespective of race, religion, politics, age, disability, gender and sexuality.
As the Manager of ACA Travel Agency, you must ensure appropriate workplace system and operations are in place by planning, designing and delivering culturally responsive services that encourage responsible risk taking and demonstrate that ACA Travel Agency recognise the value of our multicultural society. It is also important to incorporate strategies to diversity management and review diversity policy on a regular basis.
You have just recently received a written complaint from one of the staff members in your group stated above, announcing a conflict that has raised with another staff member due to cultural differences.
Your task is to:
Outline what you, as the Manager, can put in place to resolve the issue: 3 Marks
You are required to consider the following:
• Choose any two staff members from the list in Task 3
• Identify the potential challenges, own prejudices and diverse issues that may arise between the two ( e.g. cross-cultural conflicts or misunderstandings)
• Ensure both staff receive the highest standard of care
• Use the sample, “Effective Complaint Handling” template below (Appendix 1) or visiting the link provided below, you can outline your responses to resolve and manage the complaint and what support you could provide the team to ensure organisational value.
• You can state your answer in a tabular form or in a report format of 100 – 150 words
http://www.ombudsman.wa.gov.au/Publications/Documents/guidelines/Effective-handling-of-complaints-made-to-your-organisation.pdf
Appendix 1:
Appendix 2
5 Minute PRESENTATION OBSERVATION CHECKLIST 10 Marks
Category Assessing Criteria Did the Learner meet the criteria Y/N
Organisation
Included the introduction and statement of purpose
Ideas were organised, clear, concise and in a logical order and presented in meaningful way.
Necessary background information was provided.
Present ideas and information to a uses an effective and interesting opening unfamiliar audience and environment that provoke interest and response
The presentation appropriately cited requisite number of references
Concluded with a strong conclusion
Content
An attractive introduction, lay out of the problem and establishment of a framework for the rest of the presentation
Maintained consistency on focusing on defining subject and central message
The presentation contained accurate information with the support of major key points and central message
The material included relevant to the overall message/purpose
Appropriate amount of materials were prepared
An obvious conclusion summarising the presentation.
Presentation
Maintained good eye contact with the audience and did he/she maintain effective body language (e.g., gestures, moving around, etc.)?
Used a clear, audible voice with good paced speech?
Stayed focused on the topic
Used inflection to convey importance of main points and enthusiasm for the subject
Delivery poised, controlled, and smooth?
Demonstrated good language skills and use of appropriate pronunciation, spelling, and grammar were accurate
Were the visual aids well prepared, informative, effective, and non-distracting?
Was the length of presentation within the assigned time limits?
Discussion Did the learners participate actively and confidently in critical debate and discussion of ideas while responding to new and different communication situations?
ASSESSMENT MARKING CRITERIA FOR THE PRESENTATION (Trainer use only for marking purposes) 10 Marks
Learning Outcome Marks Allocated Marks received
5 Minute PRESENTATION Marking guide
Introduction brief and discussion on necessity of the program Training 1
Explain and discuss diversity contents and desired outcomes of the training program to the audience 3
Delivery style of the information presented, accuracy and summarise key concepts and ideas 1
Verbal and non-verbal communication used 1
Identify and address training needs to address issues of difference in the team including selecting and recruiting staff, managing allegations and complaint handling 4
Discussed actions to ensure that the diversity policy is understood and implemented by relevant parties in internal and external forums to enhance the company’s image and reputation 4
Address own prejudices and demonstrate respect for differences in individual work patterns, personal interactions to improve productivity and customer relations 4
Seek feedback and suggestions for improvement 2
Total Marks 20