Details of Assessment
Term and Year Due Date
Assessment No 2 Assessment Weighting 50%
Assessment Type Report and Role Play
Date Room
Details of Subject
Qualification SIT50416 Diploma of Hospitality Management
Subject Name Work Operations
Details of Unit(s) of competency
Unit Code SITXMGT001Monitor work operations
SITXMGT002 Establish and conduct business relationships
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 Competent Not 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 subject, 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)
SITXMGT001 Monitor work operations
1.1Monitor efficiency and service levels through close contact with day-to-day operations.
1.2 Ensure workplace operations support overall organisational goals and quality assurance initiatives.
1.3 Identify quality problems and issues and make appropriate adjustments to procedures and systems, with relevant approvals.
1.4 Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations.
1.5 Provide feedback to colleagues and management to inform future planning.
1.6Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation.
1.7Assess and respond to opportunities to improve sustainability of day-to-day operations.
2.1. Assess current workloads, and schedule work to maximise efficiency and customer service quality within budget constraints.
2.2. Delegate work according to principles of delegation.
2.3. Assess workflow and progress against agreed objectives and timelines.
2.4. Assist colleagues in prioritising workload through supportive feedback and coaching.
2.5. Provide timely input to appropriate management regarding staffing needs.
3.1. Monitor team and individual performance against agreed goals and objectives.
3.2. Proactively share information, knowledge and experiences with team members.
3.3. Challenge and test ideas within the team in a positive and collaborative way.
3.4. Provide feedback, coaching and support to team members.
3.5. Complete and submit organisation records as required.
4.1. Identify and analyse workplace problems from an operational and customer service perspective.
4.2. Initiate short-term actions to resolve immediate problems where appropriate.
4.3. Analyse problems for long-term impact, and assess and action potential solutions in consultation with relevant colleagues.
4.4. Where a team member raises a problem, encourage individual participation in solving it.
4.5. Take follow-up action to monitor effectiveness of solutions.
SITXMGT002 Establish and conduct business relationships
1.1Establish relationships in line with organisational requirements and protocols.
1.2Use effective communication skills and techniques to build business relationships.
1.3 Proactively identify and take up opportunities to maintain regular contact with customers and suppliers.
2.1. Use negotiation techniques in line with professional and organisational protocols to maximise benefits of relationship for all parties.
2.2. Incorporate feedback and input from colleagues into negotiation where appropriate.
2.3. Communicate results of negotiations to appropriate colleagues and stakeholders within appropriate timeframes.
3.1. Confirm agreements in writing according to organisational requirements, using formal contracts where appropriate.
3.2. Obtain approvals for all aspects of formal agreements according to organisational procedures.
3.3. Evaluate and act on the need for specialist advice as required.
4.1. Proactively seek, review, and act upon information needed to maintain sound business relationships.
4.2. Honour agreements within scope of individual responsibility, complying with agreed terms.
4.3. Take account of agreed performance indicators.
4.4. Make adjustments to agreements in consultation with customer or supplier and share information with appropriate colleagues.
4.5. Nurture relationships through regular contact and use of effective interpersonal and communication styles.
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
• All documents must be created in Microsoft Word
• Upon completion, submit the assessment printed copy to your trainer along with assessment coversheet
• Refer to the notes on eLearning to answer the task/s
• Any additional material will be provided by your Trainer
• Computer with relevant software applications and access to internet
• 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 policy for more information (Student handbook).
GENERAL INSTRUCTIONS
There is one central case study with several scenarios and 9 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 3b there is a template (provided in Appendix), which you will have to complete to ensure you demonstrate the skills and knowledge.
TABLE OF CONTENT
CONTENT PAGES MARKS MARKS ACHIEVED
Section 1 – Performance Management (19 Marks)
Task1: Role Play preparation plan for Performance Appraisal 9
Task 2a: Performance Appraisal Role Play Session 5
Task 2b: Performance Appraisal Role Play Script 5
Section 2 – Conduct Negotiations (18 Marks)
Task 3a: Negotiation Role Play Session 5
Task 3b: Meeting Minute report 5
Task 3c: Negotiation Role Play Script 5
Task 3b: Staff Communication 3
Section 3 - Adjustments and Confirmation to Contractual agreement (13 Marks)
Task 4a: Formal Business Communication 3
Task 4b: Contract Agreement 10
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.
SCENARIO 1
You have just been notified of an incident at Sydney Airport. It is being reported in the media as; System error causes chaos at Sydney Airport
http://www.dailytelegraph.com.au/news/nsw/system-error-causes-chaos-at-sydney-airport/news-story/7b38b8711d5fb61cd2325688aae86a38
Mr Smith, who works for Clarendon College, a large corporate client with of your Travel Agency has been caught up in the chaos.
Mr Smith has rung and spoke with Jane the junior consultant of ACA Travel Agency. Your normal procedure for this sort of event is to email and text the passenger (after notification from the airline) followed by confirming all further forward flights as best ACA Travel can.
You, being the Manager, know that ACA Travel Agency have a service agreement with the Clarendon College, but do not want the business to suffer because of the technical chaos.
Two weeks later you receive notification from Clarendon College that Mr Smith missed his important meetings, not due to the airport chaos but the staff at ACA Travel Agency, not assisting in changing forward flights.
After investigation, you discover that Jane was handling multiple customers on the flights at the time, and her priorities were not clearly articulated. She was unsure of the decision-making process to prioritize the clients’ urgency and business needs.
Jane failed to follow the written procedure in monitoring Mr Smith’s forward booking, as she thought he was changing the forward flights himself and ignored her responsibility to Clarendon College. Not being aware of the policy and procedures, she then continued with other operational priorities of the business.
At this point you identify this being a quality problem and that ACA Travel Agency which will require the manager to incorporate adjustments to the policies and procedures to ensure workplace operations support overall organisation goals.
Refer to Appendix 1 to acknowledge Jane’s work experience and Appendix 2 to analyse Mr Smith’s situation at the Airport and impact on business relationship with ACA Travel Agency due to this incident.
Section 1: Performance Management
Performance management is as a well-established, all-encompassing term used to describe the practice that initiate decisions about performance, remuneration, promotions, disciplinary procedures, terminations, transfers and development needs within an organisation. It integrates various activities like job design, recruitment and selection, training and development, disciplinary procedures and counselling, career planning, compensation and benefits and performance appraisals.
You, as the Manager of ACA Travel Agency, based on the occurrence in Scenario 1, recognise Jane’s inability to accomplish her responsibilities up to the standard level of ACA Travel Agency and deem that arranging a performance appraisal system would enhance her broad cross-functional involvement in decision making. You are certain that, this will contribute a greater visibility for her to identify accurate, reliable, and relevant information and work patterns. This will foster improvement of her work effectiveness and provide her the support from management to plan for the future. Refer to Appendix 1 to acknowledge Jane’s work experience.
Task 1: Role play preparation (9 Marks)
Your task is to:
Complete the nine (9) planned responses below as a review of the key points, from Scenario 1 that you intend to discuss with Jane. This is to ensure for the successful execution of the performance appraisal session. 1 Marks each for nine responses.
Include the following in your response:
- Your response should reflect the organisational context and background, as outlined in Assessment 1, including the organisational vision and values. Consider your understanding of Jane’s characteristics and work background, as outlined in role play Appendix 1.
- In your responses, consider what you would outline to Jane on how you would monitor individual and team based responsibilities against agreed goals and vison (In the form of KPI’s).
(You are to utilise the following information as a guide for the role play)
a) Name the key performance issues (from the issues outlined in Scenario 1 and Appendix 1)
b) Identify an example that illustrates the behavior or situation you want to change
c) Describe your emotions in this role play as a Manager as related to this issue. (What grievance procedure could be put in place if the employee does not agree with your feedback?)
d) Clarify what is at stake (financial, morale, ethical or team harmony)
e) Identify your contribution to this problem (how you as the manager can help solve the issue
f) Indicate how you wish to resolve the issue (what resources/skills can be used to assist in resolving of issue)
g) Invite Jane to respond, seek feedback to your issues raised using active listening and feedback
h) What possible solutions could you suggest to Jane to resolve performance problems (additional training, assistance with problems outside the workplace or re organisation of work practices) and improve in maintaining and retaining business relationships?
i) How could the effectiveness of the solutions that you discuss be monitored at ACA Travel Agency?
Task 2 Role play Session (with 1 class member) and Script (10 Marks)
Your task is to;
a) Conduct a performance appraisal session for a 5-7 minute with Jane. 5 Marks
- The aim of this appraisal role play is to assist Jane to improve the effectiveness of her overall work practice that will contribute to quality and continuous improvement of the business operations. This will also ensure her performance fosters to establish and maintain business relationships with all clients of ACA Travel Agency.
- You will play the role of the Manager of ACA Travel Agency the other person plays the role of Jane. The other person will not be marked or assessed. You will have to demonstrate appropriate leadership and emotional behaviour to the other person and discuss work plans during the meeting.
- Please refer to Marking Guide Criteria in Appendix 4.
b) Prepare a role-play scenario script where you should include the following: 5 Marks
- In your discussion, as per stated in your preparation plan, outline to Jane how you would monitor individual and team-based responsibilities against agreed goals and vison (in the form of KPI’s).
Section 2: Conduct Negotiations (18 Marks)
Negotiation is a decision-making process which comprises of two or more parties representing two different interests. The aim of the negotiation is to jointly decide on a course of action or agree on terms that both parties are satisfied with. It is not only limited to negotiating a position for a business concerning monetary or financial considerations, but may also include negotiating with a client to achieve a positive outcome from a complaint or problem.
You, as the Manager of ACA Travel Agency, now apprehend that due to the poor-quality performance displayed by your staff member, Jane that most likely ACA Travel Agency may lose one of your key clients, Mr. Smith (Clarendon College).
To sustain the previous relationship that had been established between ACA Travel Agency and Mr. Smith (Clarendon College), you plan to encourage future interactions with him, aiming to rebuild alliances and renegotiate business terms in which acceptable outcomes can be achieved and maintained.
Refer to Appendix 2 to acknowledge Mr Smith’s situation at Sydney Airport and the impact on the business relationship due to the incident.
Task 3 Negotiation Role Play Session and Script
Your task is to;
a) Conduct a 5-minute role play of a business meeting with Mr. Smith 5 Marks
- You will play the role of the Manager of ACA Travel Agency the other person plays the role of Mr. Smith. The other person will not be marked or assessed. You will have to demonstrate appropriate negotiation techniques consistent with professional and organisational procedures to maximise welfares of relationship to the other person during the meeting. You may consider seeking specialist advice for input, e.g. Agency’s Financial Officer, to evaluate contents of agreements during negotiation.
- You role play should include of the following matters:
• Using effective interpersonal communication style techniques, highlight the issues and solutions stated in Scenario 1.
• Considering the differences in the value system, execute expression of regret ensuring clarification of misapprehensions are omitted and develop a satisfying mutual understanding between you and Mr. Smith to cherish the relationship.
• Encourage discussions on procedures to profitably run the business/maximize the business benefits between ACA travel and Mr. Smith.
• Outline the progress and ways that would create the interest of Mr. Smith's considerations to renegotiate business terms.
• Describe the various strategies and principles that you could use to conduct renegotiation confirming strong commitments between ACA Travel agency and Mr. Smith to agreed terms
- Please refer to Marking Guide Criteria in Appendix 5.
b) You are required to produce/complete a Meeting Minute report (please refer to Appendix 3) of the renegotiation to record the results and to communicate to Mr. Smith, Owners, staff members and all stakeholders (300 words). 5 Marks
- You are to utilise the Minute Meeting Template provided in Appendix 3 and record minutes during the role play.
- This is to ensure all conversation and important details are in record as they drive for plans, measure progress and used for legal protection. It is to provide a written record of what was discussed and agreed between you and Mr Smith to ensure you and your colleagues will have the same recollections from the meeting about what was agreed.
- The information in the meeting will be required to produce the contract and inform ACA Travel Agency’s’ all staff members of the changes of business relationship with Clarendon College.
c) Prepare a role-play scenario script for approximately 5 minutes in which you should comprise of the following matters: 3 Marks
- You will have to prepare scripts for both roles in electronic document and submit the assessment in a hard copy. Only the learner will be assessed for this task. The role-play partner will not be assessed for this task.
d) To ensure all stakeholders are aware of the outcome of the meeting with Mr Smith, you are to draft an email to all, notifying the changes in business relationship and the newly negotiated contract with Mr Smith and Clarendon College. Please address the meeting minutes to the stakeholders for detailed information.
Section 3: Adjustments and Confirmation to Contractual agreement
Contracts are part of operating a business and dealing with other parties. It applies to almost every business decision and transaction made today – from negotiating and agreeing Terms of Trade, through to credit arrangements on the payment of invoices. Contracts can be verbal (spoken), written or a combination of both however it is vital to ensure them to be legally binding it must contain four essential elements which include an offer, an acceptance, an intention to create a legal relationship and a consideration (usually money).
You, as the Manager of ACA Travel Agency, have had a successful meeting with Mr Smith and have reached verbal agreement
And have guaranteed that both parties must consent of their free will and that neither party can be coerced or forced to sign the contract. In that manner, you have advised Mr Smith to review the revised drafted Contract to be fully aware of the adjustments how they may affect the relationship. You must confirm that Mr Smith and Clarendon College complies with agreed terms to avoid any significant and far-reaching consequences.
Task 4 Business Communication and Contract Agreement (13 Marks)
Your task is to;
a) Write a formal business email to Mr Smith to review and confirm the details of the Contract that you discussed in the meeting. 3 Marks
b) Prepare written agreement to formalize the contract you have renegotiated and seek approval from Mr Smith. 10 Marks
Appendix 1
Jane
Jane joined ACA Travel Agency as a Junior Travel Consultant 5 months ago. She recently graduated and this is her first job in the travel industry. She had previously worked in the banking sector as a Customer Service Consultant, but due to extreme workload and difficulties in effectively managing the work she was obligated to do, she decided to change her career. Her character displays being a very enthusiastic person and through travelling to various destinations in her personal life, she decided to amplify her career in the Travel Industry. To her knowledge, the banking sector was too fast paced and required you to monitor, track of work priorities and keep informed of your performance on a daily basis. This was a skill that she found very difficult to execute.
Since her tenure with ACA Travel Agency, she developed profound interest in her work and considered the level of work much more exciting to her previous job. She was given only one week of training for the induction and was provided the handbook of policies and procedures of ACA Travel Agency for her to study and to acknowledge. Assuming all the guidelines were similar for dealing with client or customer, Jane ignored the need to have a comprehensive look at the guidelines.
Jane was extremely busy managing multiple tasks when she received a call from Mr Smith, who informed her about the airline incident. She was already stressed with the workload she had to deal with and she felt confused how to complete each request. She took note of the Mr Smith’s message thinking Mr Smith would change his own flight and that he had called to inform the Agency of these changes. Due to Jane not being aware of the policies and procedure, she ignored her responsibility to Mr Smith by emailing and texting him (after notification from the airline) followed by confirming all further forward flights as best ACA Travel can. She continued to perform her other operational duties.
Appendix 2
Mr. Smith
Mr. Smith, who works for Clarendon College, a large corporate client with of your Travel Agency.
He had been thrown into chaos the morning of his flight that was due to depart at 9:30 am. He had a meeting he had to attend the next day. But there was an outage of the electronic interface that shared sensitive passenger information between airlines and the Department of Immigration and Border Protection.
Mr Smith got frustrated as there was lack of information about the delays and apprehended that he would miss the important meeting. The Airlines did not post any signage to inform the concerned passengers. Instead there were advised to contact their airline for further information.
So Mr Smith called ACA Travel Agency thinking, being a loyal client of theirs for many years, they should be able to change his flights to a suitable time and hopefully enough, to reach in time for the meeting. He spoke to Jane and informed her about the situation and requested her to make arrangements to make arrangements for his flight. He was very pleased about the business relationship with ACA Travel and felt relieved that all should be resolved and would be informed about the resolution.
Mr Smith waited for hours for the notification of his flight change and noticed the scope to attend the meeting was now impossible. Mr Smith eventually missed the meeting.
Two weeks later Clarendon College notified the Agency of their dissatisfaction about Mr Smith missing his important meetings and would like to reconsider whether they would want to continue future business with ACA Travel Agency.
Appendix 3
ACA Travel Agency Meeting Minutes Form
MEETING TITLE:
DATE:
TIME:
CLOSED:
RECORDED BY: NEXT MEETING:
VENUE:
PRESENT:
ISSUES: DECISION: ACTION BY:
1.
2.
3.
4.
5.
Appendix 4
Role Play 1 – Performance Review -Manager and Jane /5 Marks
Observation checklist
Did the student: Marks Marks Achieved
1 Prepare for the role play 1
2 Use language that is suitable for the scenario 1
3 Use tone and appraisal style appropriate for the setting and topics raised to evaluate workflow and progress against agreed objectives and timelines in performance review 4
4 Identify current workload to schedule work in order to improve efficiency and customer service quality within certain restrictions 4
5 Offer suitable resolution in prioritising workload through supportive feedback and coaching within constraints of policies and procedures
4
6 Communicate with suitable interpersonal skills and provide timely input to appropriate management regarding staffing needs 2
7 Write/ acknowledge documentation required to provide feedback to ensure delegated work is complaint to principles of delegation 2
8 Follow up and determine the outcome of performance review performance against agreed goals and objectives. 2
Total for Roleplay 1 (Manager and Jane) /20
Appendix 5
Role Play 2 – Negotiation - Manager and Mr Smith /5 Marks
Observation checklist
Did the student: Marks Marks Achieved
1 Prepare for the role play 1
2 Use language that is suitable for the scenario of negotiation and listen to the customer with use of effective interpersonal and communication styles to identify the issue to build business relationships. 2
3 Assess the situation (Negotiation to be a Win/Win ) with professional and organisational procedures to exploit welfares of relationship for all parties 3
4 Use tone and negotiation strategies/style appropriate for business setting to create the interest of Mr. Smith's considerations renegotiate business terms. 2
5 Integrate advice and input from colleague’s specialist into negotiation where appropriate. 2
6 Offer suitable resolution within constraints of policies and procedures to maintain business relationships and Take responsibility/ Use techniques to confirm agreements in writing according to organisational requirements, using formal contracts where appropriate. 2
7 Communicate with a plan for suitable outcome through interpersonal skills and offer resolution by proactively seeking, reviewing, and acting upon information needed to maintain sound business relationships. 3
8 Write/ acknowledge documentation required to provide feedback (verbal confirmation) 1
9 Follow up and determine offer terms and condition 2
10 Ensure fits within workplace guidelines and make modifications to agreements in consultation with customer and share information with appropriate colleagues. 2
Total for Roleplay 2 (Manager and Mr Smith) /20