SITXHRM009 Lead and manage people

Final results record

Student name: Narender Singh

Assessor name:

Date:

Unit name: SITXHRM009 Lead and manage people

Qualification name:

Final assessment results

Result

Task Type 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

Reward and recognition

Assessment Task 4 S U DNS
project

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: _________________

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Contents
Introduction 3
Assessment for this unit 3
Assessment Task 1: Knowledge questions 4
Information for students 4
Questions 5
Assessment Task 1: Checklist 12
Assessment Task 2: Team planning meeting 14
Information for students 14
Activities 15
Assessment Task 2: Checklist 20
Assessment Task 3: Team work plan project 22
Information for students 22
Activities 23
Assessment Task 3: Checklist 26
Assessment Task 4: Reward and recognition project 28
Information for students 28
Activities 29
Assessment Task 4: Checklist 32

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 SITXHRM009 Lead and manage people

Introduction
Welcome to the Student Assessment Tasks for SITXHRM009 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

For you to be assessed as competent, you must successfully complete two 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.

 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.

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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 COLLEGE’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.

i 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 B of the Student User Guide. However, if your COLLEGE has provided you
with an assessment cover sheet, please ensure that you use that.

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 SITXHRM009 Lead and manage people

Questions
Provide answers to all of the questions below.

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

Task Importance Example

Decision making To achieve and organise goals. Food cost

Delegating tasks To target Different section and the

different tasks

Monitoring You can provide training Training the chefs

performance

Providing feedback Gives a satisfaction and Appreciating for the tasks

improvement

Motivation through Inspiring people so they can do bonuses

recognition and better
rewards

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Task Importance Example

Planning and It makes the task easier Roster

organising

2. For each of the following information, explain why it is important for supervisors and managers
to provide this to staff.
a) organisation performance
We have to achieve the goals

b) changes in organisational policies

To set up the organization and the target improvement

c) marketing information and targets

To increase the revenue

d) overall organisational objectives

To make a plan

e) plans for new equipment

To get the better result and skills

f) rationale for management decisions

To get better result as a team

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g) technology updates
It gives a better result

h) training developments
It helps to improve your skills and abilities

3. Explain the importance of the following in relation to being part of a work team.
a) adhering to policies and procedures
No more than 8 hours a day

b) cooperative and open communication

It gives clear visions and objectives

c) understanding the nature and scope of work

To get a better ideas and better responsibility

d) forming relationships with others in the workplace and understanding interdependent

areas of activity
To work as a team

e) understanding reporting requirements

To create the guides for the future

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4. Explain how each of the following can assist in developing individuals at work.
a) change in job responsibilities
It gives team a new inspiration to perform better

b) external training and professional development

Improve the knowledge, skills and performances

c) formal promotion
To inspire and encourage

d) internal training and professional development

To make performance consistence

e) opportunity for greater autonomy or responsibility

It motivated

5. Describe the key features of the following leadership styles:

a) Laissez-Faire
Let’s the team make their own decisions and provides little or no direction

b) Autocratic
tells the team what to do; little or no consultation

c) Democratic
participative and consultative

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6. Describe three ways that open and supportive communication can be established in a
workplace.
Attending formal, scheduled meetings, such as daily or weekly management meetings, and
listening to what is said and making contributions
Having chance discussions during the day
Participating in ‘meetings by appointment’, where one party makes a time to meet with the
other

7. Describe three characteristics of an effective leader.

Encourages and empowers others in the team to do the same
Enhances the working relationship with the team because they are doing what they promised
they would and what they expect the team to do
Demonstrates that what is expected and required is, indeed, possible

8. Outline three principles of teamwork.

Having certain knowledge
Being able to demonstrate certain skills
Having a certain attitude

9. Outline three characteristics of effective teams.

Being an effective communicator
Providing a good role model for others to follow
Being a strategic planner

10. Outline three benefits of effective team work.

Increased productivity.
More efficient use of resources.

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Diversity inclusion.

11. Explain three roles that a team member may assume within a team.
Communication
Working together
Supporting each other

12. Explain three attributes needed of team members.

Contribute
Feedback
Reward

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13. Explain two different ways that a team can be organised.

1. Functional Team Organization:
Groups employees based on their expertise.
Specialization and clear career paths.
Silos and slower decision-making.
2. Cross-Functional Team Organization:
Employees from different functions collaborate.
Diverse perspectives and faster decision-making.
Conflicting priorities and role ambiguity.

14. Outline three problems that can occur within a team.

Lack of cooperation, information or communication from others within the organisation
Insufficient or incorrect materials and equipment needed to do the work
Customer-related service issues or complaints

15. Explain how motivation assists in the management of individuals and teams at work.
It is important that employees feel they have support, and that they have somebody they can
turn to if they have questions or concerns about their learning. The promotion of coaching and
mentoring in an organisation enables employees to receive candid feedback and debriefing.
Employees also benefit from knowing they have someone who is interested in their progress
and can support them with problems.

16. Identify two theories of motivation and how this applies to managing individuals and teams.
1. Maslow’s Hierarchy of Needs
Individuals: Address needs at different levels, provide a supportive environment, recognize
achievements, and offer growth opportunities.
Teams: Foster cooperation, support, and recognition to enhance motivation and team
cohesion.
2. Expectancy Theory

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Individuals: Set clear goals, link effort to performance and rewards, and understand individual
preferences for rewards.
Teams: Establish attainable team goals, provide support and resources, and reinforce the
connection between performance and rewards.

17. Explain how group dynamics can impact on successful team management.
Team Dynamics defined as the motivating forces that propel a team towards its goal and
mission.
Team dynamics are observed by the interplay of the team member, the task the team is
completing, and the team as a whole .
“Happy families are all alike; every unhappy family is unhappy in its own way.” – Leo Tolstoy,
Anna Karenina
There’s a lot of research regarding what works in team building and team dynamics. The
challenge is using what works for the team at that time.
The list below highlights some things that happy and productive teams share. Through the
team
Dynamics, you can better connect work works and what is not working to support the team’s
progress.

18. Describe how each of the following recognition and rewards can assist with effective
leadership of staff.
a) acknowledging individual good performance to the whole team
Promote from within. One of the advantages of training is having employees who are ready for
a bigger role. Announce an internal job posting to encourage employees to gain knowledge.

b) incentive initiatives
Incentive initiatives provide motivation and recognition for good performance, leading to
increased job satisfaction, motivation, retention rates, and overall performance. They also
foster healthy competition and can be an effective tool for recognizing and rewarding
employees for their hard work and achievements.

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c) informal acknowledgement
Giving the feedback in formerly it is kind of apparition’s for the performance

d) presenting awards
Create the motivation among the team

e) written reports to management

it is formal recognition of their performance.

19. Outline two types of organisational plans and the steps needed to plan each.

Strategy and operational plan

Identify

Analyse

Revealed

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Assessment Task 1: Checklist

Student’s name: Narender Singh

Did the student provide a Completed

sufficient and clear answer successfully?
that addresses the
suggested answer for the
Yes No
following? Comments

Question 1

Question 2a

Question 2b

Question 2c

Question 2d

Question 2e

Question 2f

Question 2g

Question 2h

Question 3a

Question 3b

Question 3c

Question 3d

Question 3e

Question 4a

Question 4b

Question 4c

Question 4d

Question 4e

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Question 5a

Question 5b

Question 5c

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 18a

Question 18b

Question 18c

Question 18d

Question 18e

Question 19

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

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Assessment Task 2: Team planning meeting

Information for students

Tasks required for this unit

This unit of competency requires that you:

 lead and manage individual or team performance including at least four of the following
leadership and management roles:

o decision making o provision of feedback

o delegation of tasks o motivation through recognition and

rewards
o information provision
o planning and organising
o monitoring performance

 seek and respond to feedback from team members on at least two occasions, in line with
organisational goals and policies in the following areas:

o allocation or performance of work o effectiveness of communication

within team, between other teams or
o efficiency or deficiency in workplace
within organisation.
practices

Instructions for how you will complete these requirements are included below.

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Activities
Complete the following activities.

Carefully read the following information.

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 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

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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.

What do I need to demonstrate?

During this task, you will be required to demonstrate a range of the skills and
knowledge that you have developed during your course. These include:

 Model high standards of performance and behaviour by:

o acting as a positive role model

o showing support and commitment to organisational goals

o interacting with team members in a positive and professional manner.

 Develop team commitment and cooperation by:

o communicate short, medium, and long-term plans and objectives

consistent with organisational goals
o consult with the team in regard to plans and objectives

o communicate expectations, roles, and responsibilities of team members

o encourage team members to take responsibility for own work

o model and encourage open and supportive communication within the

team
o seek and share information from the wider business environment with the
team
o represent team interests in the wider business environment

o seek feedback from team members and implement changes within the
bounds of organisational goals and policies.

How will I provide evidence?

Your assessor will provide you with templates to complete each task. You will find
some detailed information about providing evidence; this will include;

 an email asking for details of the meeting

 an email with details of the meeting.

You will need to complete each activity and submit the required task at the end of
each step completed.

Tips for completing your activities

 Read through this assessment and each task before you get started and make

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sure you understand what you need to do. If you are unsure, speak to your
assessor and/or supervisor.

 Stay up to date!

 Stay in touch with your assessor. Ask questions, raise issues, check in,
communicate.
Most importantly, ask for help if you are having trouble!

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
Dear Staff Members,
I am pleased to announce that we will be holding a staff meeting on 20 May at
09:00 in the meeting room. The purpose of this meeting is to discuss the latest
developments in our company and to provide updates on ongoing projects.
During the meeting, we will also be discussing any concerns or feedback that you
may have. This is an excellent opportunity for you to voice your opinions and to
participate in the decision-making process.
We expect all staff members to attend this meeting. If you are unable to attend due
to extenuating circumstances, please notify us as soon as possible.
Please come prepared with any questions or topics you would like to discuss, and
we look forward to seeing you all there.

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Best regards,
Eunho

2. 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
Dear Golam,
I hope this email finds you well. I am writing to inform you that we will be holding a
staff meeting on 20 May at 09:00 in the meeting room. This meeting is mandatory
for all employees and we request that everyone attend.
The purpose of this meeting is to discuss the latest developments in our company
and to provide updates on ongoing projects. We will also be reviewing our current
performance and discussing ways we can improve our services.
Thank you for your cooperation in this matter. We look forward to seeing everyone
at the meeting.
Best regards,
Eunho

3. 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
Dear Staff Members,
I am pleased to announce that we will be holding a staff meeting on 20 May at
09:00 in the meeting room. The purpose of this meeting is to discuss the latest
developments in our company and to provide updates on ongoing projects.

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During the meeting, we will also be discussing any concerns or feedback that you
may have. This is an excellent opportunity for you to voice your opinions and to
participate in the decision-making process.
We expect all staff members to attend this meeting. If you are unable to attend due
to extenuating circumstances, please notify us as soon as possible.
Please come prepared with any questions or topics you would like to discuss, and
we look forward to seeing you all there.
Best regards,
Eunho

4. 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

I have the room 303 for the all the staff fit in.

5. 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 role-play 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

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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

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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

Hello everyone, and welcome to our team meeting today.

Firstly, it's important that we all respect and collaborate with each other as team
members. We are all working towards a common goal, and to achieve this, we
need to understand each other's roles and responsibilities and work together.

Our restaurant operates in a highly competitive market, so it's important that we

always strive to provide the best possible service to our customers. This means
that we need to work hard in our respective roles, help each other out, and
communicate effectively.

Furthermore, customer feedback is crucial to our restaurant's growth and

development, and we need to listen to and act on their opinions and suggestions.
As a team, we should always be communicating with our customers and
responding quickly to any issues that arise.

Finally, we should all be interested in not only the growth of our restaurant but also
in our personal growth and development. We should support each other, play to our
strengths, and work on our weaknesses to become the best team we can be.

Thank you.

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Assessment Task 2: Checklist

Student’s name: Narender Singh

Completed
successfully?

Has the following been completed? Yes No Comments

The student has satisfactorily acted as a

positive role model to the team members
through their performance at the
meeting.

The student has satisfactorily shown

support for, and commitment to, the
strategic goals.

The student has satisfactorily interacted

with team members in a positive and
professional manner.

The student has satisfactorily clearly

communicated the business’s short,
medium and long-term plans and
objectives with the team.

The student has satisfactorily verified

each team members’ expectations, roles
and responsibilities.

The student has satisfactorily

encouraged the team members to take
responsibility for own work.

The student has satisfactorily

encouraged the team members to
develop innovative approaches to their
work.

The student has satisfactorily modelled

and encouraged open and supportive
communication within the team.

The student has satisfactorily sought and

shared information from the wider
business environment with the team.

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The student has satisfactorily sought

feedback from the team members.

The student has satisfactorily motivated

the team members to achieve optimum
performance.

During the meeting, the student has

satisfactorily demonstrated 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:

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Assessment Task 3: Team work plan project

Information for students

Tasks required for this unit

This unit of competency requires that you:

 lead and manage individual or team performance including at least four of the following
leadership and management roles:

o decision making o provision of feedback

o delegation of tasks o motivation through recognition and

rewards
o information provision
o planning and organising
o monitoring performance

 seek and respond to feedback from team members on at least two occasions, in line with
organisational goals and policies in the following areas:

o allocation or performance of work o effectiveness of communication

within team, between other teams or
o efficiency or deficiency in workplace
within organisation.
practices

Instructions for how you will complete these requirements are included below.

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Activities
Complete the following activities.

Carefully read the following information.

Now you are required to use the information provided during Task 2 to create a
Work Plan.

What do I need to demonstrate?

During this task, you will be required to demonstrate a range of the skills and
knowledge that you have developed during your course. These include:

 Manage team performance through:

o delegating tasks and responsibilities

o identifying barriers to delegation, and implementing processes to

overcome the identified barriers
o evaluating team member skills and provide opportunities for individual
development
o monitoring team performance to ensure progress towards the
achievement of set goals
o providing mentoring and coaching to support team members

o motivating individuals and teams to achieve optimum performance

How will I provide evidence?

Your assessor will provide you with templates to complete each task. You will find
some detailed information about providing evidence; this will include;

 an email with draft Team Work Plan attached

 an email with revised Team Work Plan attached.

You will need to complete each activity and submit the required task at the end of
each step completed.

Tips for completing your activities

 Read through this assessment and each task before you get started and make
sure you understand what you need to do. If you are unsure, speak to your
assessor and/or supervisor.

 Stay up to date!

 Stay in touch with your assessor. Ask questions, raise issues, check in,
communicate.

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 SITXHRM009 Lead and manage people

Most importantly, ask for help if you are having trouble!

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.

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Increas revenu Make a Get more Head chef Profit 3 months

e our e high customer and
sales standard s managers

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Better High Providing To make Manager Satisfied 1 months

custome standar training customer’ and waiter the
r service d s customer
custome expectatio s
r service n

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Reduc Contro Control the To use Head chef Control 1 months

e the l the waste ingredient cost
cost food s
cost efficiently

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 SITXHRM009 Lead and manage people

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.

Answer

Dear Golame
Hope to find my mail.
I would like to inform you.
I have created team work plan which is make more food place.
I will appreciate your suggestion and your feedback.

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Increas revenu Make a Get more Head chef Profit 3 months

e our e high customer and
sales standard s managers

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Better High Providing To make Manager Satisfied 1 months

custome standar training customer’ and waiter the
r service d s customer
custome expectatio s
r service n

Page 29 of 46
 SITXHRM009 Lead and manage people

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Reduc Contro Control the To use Head chef Control 1 months

e the l the waste ingredient cost
cost food s
cost efficiently

Thank you for your cooperation

Regards,
EUNHO KI

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.

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Increas revenu Make a Get more Head chef Profit 3 months

e our e high customer and
sales standard s managers

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Better High Providing To make Manager Satisfied 1 months

custome standar training customer’ and waiter the
r service d s customer
custome expectatio s
r service n

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Reduc Contro Control the To use Head chef Control 1 months

e the l the waste ingredient cost
cost food s

Page 30 of 46
 SITXHRM009 Lead and manage people

cost efficiently

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.
Answer
Dear Golame
Hope to find my mail.
I would like to inform you.
I have created team work plan which is make more food place.
I will appreciate your suggestion and your feedback.

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Increas revenu Make a Get more Head chef Profit 3 months

e our e high customer and
sales standard s managers

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Better High Providing To make Manager Satisfied 1 months

custome standar training customer’ and waiter the
r service d s customer
custome expectatio s
r service n

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Reduc Contro Control the To use Head chef Control 1 months

e the l the waste ingredient cost
cost food s
cost efficiently

Page 31 of 46
 SITXHRM009 Lead and manage people

Thank you for your cooperation

Regards,
EUNHO KI

Answer
Dear my team
I always appreciated for your working.
I have created team work plan which is make more food place.
I will appreciate your suggestion and your feedback.

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Increas revenu Make a Get more Head chef Profit 3 months

e our e high customer and
sales standard s managers

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Better High Providing To make Manager Satisfied 1 months

custome standar training customer’ and waiter the
r service d s customer
custome expectatio s
r service n

Idea Goals Preparatio Objective Responsibl Outcome Timefram

n e s e

Reduc Contro Control the To use Head chef Control 1 months

e the l the waste ingredient cost
cost food s
cost efficiently

Thank you for your cooperation

Regards,

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 SITXHRM009 Lead and manage people

EUNHO KI

5. 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.

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

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 SITXHRM009 Lead and manage people

 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.

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 SITXHRM009 Lead and manage people

Assessment Task 3: Checklist

Student’s name: Narender Singh

Completed
successfully?

Has the following been completed? Yes No Comments

The student has satisfactorily delegated

tasks and responsibilities.

The student has satisfactorily identified

barriers to delegation, and implemented
processes to overcome them.

The student has satisfactorily evaluated

the team member’s skills and provided
opportunities for their individual
development.

The student has satisfactorily provided

coaching to support Tristan.

The student has satisfactorily provided

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.

The student has satisfactorily motivated

individuals to achieve optimum
performance.

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 SITXHRM009 Lead and manage people

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

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 SITXHRM009 Lead and manage people

Assessment Task 4: Reward and recognition

project
Information for students

Tasks required for this unit

This unit of competency requires that you:

 lead and manage individual or team performance including at least four of the following
leadership and management roles:

o decision making o provision of feedback

o delegation of tasks o motivation through recognition and

rewards
o information provision
o planning and organising
o monitoring performance

 seek and respond to feedback from team members on at least two occasions, in line with
organisational goals and policies in the following areas:

o allocation or performance of work o effectiveness of communication

within team, between other teams or
o efficiency or deficiency in workplace
within organisation.
practices

Instructions for how you will complete these requirements are included below.

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 SITXHRM009 Lead and manage people

Activities
Complete the following activities.

Carefully read the following information.

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.

What do I need to demonstrate?

During this task, you will be required to demonstrate a range of the skills and
knowledge that you have developed during your course. These include:

 providing recognition and rewards for team achievements.

How will I provide evidence?

Your assessor will provide you with templates to complete each task. You will find
some detailed information about providing evidence; this will include;

 an email requesting approval of a reward and recognition scheme

 an email giving details of the reward and recognition scheme

 an email giving details of the reward being given

You will need to complete each activity and submit the required tasks at the end of
each step completed.

Tips for completing your activities

 Read through this assessment and each task before you get started and make
sure you understand what you need to do. If you are unsure, speak to your
assessor and/or supervisor.

 Stay up to date!

 Stay in touch with your assessor. Ask questions, raise issues, check in,
communicate.
Most importantly, ask for help if you are having trouble!

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 SITXHRM009 Lead and manage people

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
1.Incentives and bonus
2.Promotion
3.Discount
4.Positive feedback
5.Party

2. 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
Dear Golam,
I am writing to report on the outcome of the meeting that we held on today. The
meeting was attended by all members of our restaurant and I would like to

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 SITXHRM009 Lead and manage people

summarize the discussions that we had.

[Summary of meeting discussions]
This was the outcome of our meeting. If you have any further opinions or questions,
please do not hesitate to contact me. I will appreciate your suggestion and your
feedback.

Thank you.

Kind regards,

Eunho Ki

3. 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

Dear Team,
Thank you for your exceptional efforts in achieving our strategic goals. Your hard
work has been remarkable, and I am immensely proud of each one of you.
I'm thrilled to announce our new Reward and Recognition Scheme to celebrate
outstanding contributions. As a deserving first recipient, Maggie will receive a
personal reward for her exemplary dedication and leadership.
More details to follow in our meeting.
Congratulations, Maggie, and thank you all!

Best regards,

Eunho Ki

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 SITXHRM009 Lead and manage people

4. 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

Dear Maggie
I am writing to report on the outcome of the meeting that we held on today.
The meeting was attended by all members of our restaurant and I would like to
summarize the discussions that we had.
[Summary of meeting discussions]
This was the outcome of our meeting. If you have any further opinions or questions,
please do not hesitate to contact me. I will appreciate your suggestion and your
feedback.

Thank you.

Kind regards,

Eunho Ki

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 SITXHRM009 Lead and manage people

Assessment Task 4: Checklist

Student’s name: Narender Singh

Completed
successfully?

Has the following been completed? Yes No Comments

The student has satisfactorily identified

and rewarded individual and team efforts
and contributions.

The student has satisfactorily

represented team interests in the wider
organisational environment.

The student has satisfactorily monitored

the team’s performance to ensure that
progress has been made towards the
achievement of business goals.

The student has satisfactorily provided

recognition and rewards for the team’s
achievements.

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

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 SITXHRM009 Lead and manage people

Team Work Plan

Team Leader
Student’s name

Date of planning discussion

Insert meeting date

Date of review
12 months

Plan

Idea Goals Preparation Objective Responsible Outcomes Timeframe

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 SITXHRM009 Lead and manage people

Idea Goals Preparation Objective Responsible Outcomes Timeframe

Idea Goals Preparation Objective Responsible Outcomes Timeframe

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 SITXHRM009 Lead and manage people

Idea Goals Preparation Objective Responsible Outcomes Timeframe

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 SITXHRM009 Lead and manage people

Team members’ roles and responsibilities

Activity Responsibilities Specific Goals Outcomes Timeframe

Owner

Manager

Chef

Sous chefs

Kitchen porters

Wait staff

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