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SITXHRM003 Assessment 1 -Short Answers

Assessment Tasks and Instructions
Student Name
Sayed al masud rana
Student Number
Course and Code
Unit(s) of Competency and Code(s)
SITXHRM003 Lead and manage people
Assessment for this Unit of Competency/Cluster
Assessment 1
Short Answers
Assessment 2
Assessment 3
Practical Observation
Assessment conducted in this instance: Assessment 1
Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No further information required
Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:
Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
2nd Assessor to complete
I agree the adjustments applied to this assessment are reasonable
Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your underpinning knowledge to complete the tasks outlined in the
elements and performance criteria for this unit of competency and relating to the following aspects:
roles of and functions performed by supervisors and managers:
o decision making
o delegating tasks
o monitoring staff
o planning and organising
o providing information:
 organisation performance
 changes in organisational policies
 marketing information and targets
 overall organisational objectives
 plans for new equipment
 rationale for management decisions
 technology updates
 training developments
expectations, roles and responsibilities of team members:
o adhering to policies and procedures
o cooperative and open communication
o nature and scope of work
o relationships with others in the workplace and interdependent areas of activity
o reporting requirements
considerations in the individual development of staff:
o change in job responsibilities
o external training and professional development
o formal promotion
o internal training and professional development
o opportunity for greater autonomy or responsibility
features of different leadership styles
features of open and supportive communication
characteristics of effective leadership
principles of teamwork and:
o characteristics of effective teams
o roles and attributes of team members
o organisation of teams
o potential team problems
o benefits of effective teamwork
role and theories of motivation as they apply to the management of individuals and teams
the role of group dynamics in successful team management
forms of recognition and reward applicable to leading staff:
o acknowledging individual good performance to the whole team
o incentive initiatives
o informal acknowledgement
o presenting awards
o written reports to management
types of organisational plans and planning processes.
Place/Location where assessment will be conducted
SSH to complete
Resource Requirements
Pen, Paper or computer
Instructions for assessment including WHS requirements
You are required to address all questions to achieve competence. Your trainer will provide you with instructions
for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer will
provide you with feedback and the result you have achieved.
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained
to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature:
This assessment:
First Attempt
2nd Attempt
Not Yet Satisfactory
– Date:
Feedback to Student:
Assessor(s) Signature(s):
Student Signature
/ 06
Assessment 1
Your Task:
Answer the following questions below. All questions must be answered.
Question 1
List 5 roles and functions performed by supervisors and managers:
Answer may include (but not limited to):
Deal with suppliers, clients, staff outside the team and other parties outside the team.
Need to be constantly searching for information that can assist the team. This will allow you to be the
best-informed member of the team so that you have the best chance of answering any questions or
solving any problems
Having found useful information, you need to keep your team informed. Often the manager will have
access to certain resources that other team members will not. You need to share such relevant
Superiors will need to be periodically kept informed of the team’s status and achievements. Whenever
the team needs to communicate with the outside world, you should do it
Need to try to get the best conditions for your team. If any new operational arrangements or changes
come into effect, you will need to negotiate good terms for your team
Like the spokesperson role but applies whenever there is criticism levelled at the team. May also need to
justify the existence of the team and explain its importance to the organisation
the best way to get results from your employees is to make them want to do their jobs. People who are
happy in their jobs and want to do well will work harder, waste less time and deliver a higher standard of
Note: Trainer may also use knowledge of job functions, such as Supervise F&B Staff, Monitor waiting staff, etc.
Question 2
Match the leadership style on the left to the description on the right:
Authoritarian or autocratic leadership
1. Gives guidance to the team, but also seek their input and
opinions when making decisions. (participative or democratic)
Participative or democratic
2. Involves somebody speaking from a position of power and
exercising tight control over their subordinates. (authoritarian
or autocratic leadership)
Laissez-faire style
3. Involves giving people a job and a possible direction and letting
them do it themselves. (laissez-faire style)
Transactional leadership
4. Involves modifying your style of leadership to suit the
particular situation. (situational leadership)
Transformational leadership
Situational leadership
5. Involves setting out clear goals and objectives, along with the
corresponding rewards and punishment. (transactional
6. The leader will offer some kind of personal transformation to
the follower. (transformational leadership)
Question 3
List 4 important skills (or characteristics) of members of an effective team:
1. Listening- team members must be willing to listen to other’s people ideas without interrupting and
respect their contributions to the team
2. Discussion- if there are differences or conflicts of opinion, the team must be able to come to an
amicable agreement through discussion of the issues
3. Sharing- the whole team must remind open and share their idea, opinions and results
4. Helping- team will have a mix experience so some members will require more training and assistance
from the other staff
Question 4
List the 3 individual job roles of members in YOUR team, and describe what each role does.
Job Role 1:
Restaurant manager
Job Function:
Ensures correct restaurant setup, service standards
Job Role 2:
Head waiter
Job Function:
Looks after sections of the restaurant
Job Role 3:
Job Function:
Carriers food and drinks to allocated tables
Question 5
List 4 common problems teams may encounter.
1. Lack of proper leadership
2. No team identity
3. Communication breakdowns
4. Tunnel vision or ‘groupthink’
Question 6
What does ‘Group Dynamics’ mean?
An understanding of group dynamics may help you to avoid some of these issues
Question 7
List 6 advantages of working as a team, as opposed to working individually.
1. Teams allow people to bond, share jokes and opinions, eat together
2. Team members support each other and can help make the work environment pleasant
3. Forming a team allows people with different values and cultural backgrounds to work together
and broaden their horizons
4. Teams can provide a sense of togetherness and camaraderie, increase morale and encourage a fun
5. Teams can stimulate creative though processes and problem solving
6. Teams can combine skill sets and provide an opportunity to learn from others. Incorporating
different skills into one team increases the effectiveness of the team
Question 8
As a leader, the most important part of being a leader is setting a good example. Why is this?
When you are in a position as a manager, the people under your charge will look to you as a role model. You
need to provide them with an example of how an employee of your company should act. The most important
part of being a leader is setting a good example. It is no good telling people what to do and how to act, if you are
not going to hold yourself to the same standards
Question 9
List 3 ways you can act to send a positive message to your team as a leader:
1. Speak to people in private if encouragement or reprimanding is necessary
2. Keep promises
3. Communicate the business’ goals and expectations
Question 10
What is a manager’s role in achieving company goals?
As a leader and manager, you will spend most of your time dealing with people. Focusing an individual’s goals
on a team-oriented service standard can help to achieve the goals
Question 11
Why must you show your staff that you support the business goals?
As the manager of a team, it is up to you to help team achieve the company’s business goals. You must examine
the company’s goals and work out plans for how you and your team can achieve them. To do this, you must
always show your staff that you support the business goals and are working hard to achieve them. If a manager
or supervisor complains about targets or goals the business has set, this will have a negative effect on the team.
Question 12
List 4 reasons why treating people with integrity, respect and empathy will help you manage your team.
1. Good leadership is based upon trust and respect, not fear and submission
2. People who want to achieve something are much more effective than people who are forced to do so
3. Trust in and respect of the leader will result in commitment to the cause
4. Fear and submission will result in compliance
Question 13
If you don’t treat people with respect (for example use fear and threats) this can have a negative efect on your
team. List 4 examples of how lack of respect can negatively impact on a team:
1. The staff will lower their standards level in order to complete the tasks
2. This will require you to watch over them every single moment, wasting your time
3. Continual use of threats without any follow-up action, will eventually result in the employees not caring
about the threats
4. Continual use of threats without any follow-up action, will eventually result in the employees not caring
about the threats
Question 14
Fill in the following gaps
There are 3 types of goals you need to set, they are;
short term
medium term
long term
Question 15
List 3 methods you could use to help your team to monitor the progress of meeting goals:
1. Create daily and weekly to do list
2. Prioritize tasks and objectives weekly
3. Organize regular review meetings to analyze progress
Question 16
Setting KPIs helps to keep the organisational goals, in line with the plans and objectives of your team.
List 3 good KPIs that might help your team achieve the organisational goals.
1. Increased top-shelf liquor sales
2. Increase in beverage units sold per month, per beverage
3. Total sales, not including spillage or other wastage, or sales per individual employee
Question 17
Why is setting a KPI of ‘increased sales’ a bad KPI for helping your team achieve business goals?
KPI’s should be set up so that they cover the major goals and objectives of a team in a quantifiable way.
Allow you to quantitatively assess how well your staff are performing.
Question 18
What type of communication methods can you use to help a team become more independent (and take
responsibility for their own work)?
1. Mobile marketing which lets customers use their mobile to look up or redeem ofers and specials
2. Social network marketing and special offers
3. Digital menu boards to show offers and specials
Question 19
You must inform staff of what is expected in their individual role or activities they undertake. One example is
making sure you have told them expected outcomes – list 4 other aspects you must clearly communicate to
1. The team must be committed to achieving the goals
2. The supervisor must be open to suggestions and input from the team
3. The necessary resources must be available
4. The strengths and weaknesses of team members must be known and used in a positive way
Question 20
How can encouraging open communication and innovative thinking help your team meet goals?
1. Explain reasons for doing specific things
2. Provide guidance
3. Show confidence in team members
Question 21
List 3 innovations in the hospitality industry, that you may discuss with your team:
1. Cross-functional teams, which may be created for special events or business needs. For example, if you
have an event outside of the property, representatives from the various departments may be chosen to
address the different aspects of the function
2. Food and beverage teams, which sometimes work in specific areas within the hotel, for example fine
dining, banqueting and breakfast. Team makeup can change as novice staff members progress
through the different levels of service
3. Administration teams, which comprises Management, Finance, Human Resources and Marketing. Here a
lot of the overall planning for the operation is done and budgets are established and monitored.
Question 22
Why is encouraging and rewarding staff important?
It can motivate staff to perform to their optimum when under pressure. There is great satisfaction when you
are pushed hard during service, human desire rewards, whether internal or external. External rewards can play
a role in motivation as well. Praise and monetary rewards are external rewards. Rewards and reward systems
can be used to motivate workers but afterwards everybody is happy.
Question 23
List 3 ways to reward individual or team performance.
1. The internal factors such as a feeling of accomplishment or satisfaction are one form of reward
2. Vouchers, time of, food and drink offer
3. Formal or informal praise, such as verbal praise, awards, written reports to more senior managers, or a
professional development awards (PDA) program
Question 24
List 3 benefits of communicating with your staff and involving them in making decisions.
1. Helps to give everyone a sense of belonging
2. This should be encouraged, together with team members taking responsibility for their actions
3. Focusing their energies on the required tasks
Question 25
List 3 ways to show your employees that you support and value open communication within the team
1. Invite people to suggest improvement
2. Keep them informed on the overall business environment and goals so that they can see how they fit in
to the bigger picture
3. Give them the opportunity to express their opinions on decisions that affect them
Question 26
As a manager or team leader you need to communicate the important ideas, plans and objectives. List 3 pieces
of data or information the team may need full access to.
1. Sales targets
2. Previous sales data
3. Marketing reports
Question 27
How does having your team fully informed about business objectives and goals help the business?
Including the team in all aspects of their project is an excellent way of motivating them and focusing their
energies on the required tasks. This requires you to communicate with them openly on all issues affecting
their work.
Question 28
When someone has a criticism of your team’s performance why does this reflect badly on you?
Any failure of the team is your failure, and your failures are the team’s failures. If your team is part of a broader
department or business, then you will be responsible for the performance of the team within the organisation.
Whatever the team does is your responsibility
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Question 29
What does using feedback provide team members with?
To give team members an indication of their progress. This can be part of a formal review process where the
employee and supervisors meet to discuss their progress in the job
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Question 30
Finish this sentence. If the employee has done a good job, then the feedback should be......
Question 31
Finish this sentence. If you need to provide criticism to an employee, then the feedback should be......
Question 32
List 3 benefits of delegation
1. Saving the manager’s time to do more important tasks
2. Reducing manager stress and imbalance of workload
3. Increasing productivity
Question 33
List 3 reasons managers don’t delegate.
1. Lack of faith- often managers will feel that their employees do not have the necessary skills, enthusiasm
or desire to conduct a task
2. Fear of failure- building on the lack of faith in employees, managers may also be afraid of repercussions
following on from a poorly done job
3. Too much time- in order to delegate effectively, the manager must take time to follow all the steps in
the delegation process
Question 34
How does increasing an employee’s level of responsibility gradually help the employee overcome some barriers
to delegation?
An often-successful method of overcoming employee barriers is to move slowly through the levels of delegation.
By allowing the employee to increase the level of responsibility and by not giving the employee a huge increase
all at one time.
You can allow them to slowly learn and build confidence. If there is too much to do at once, the employee will
likely get lost in the work and perform even worse than they would otherwise
Giving continual feedback and slowly increasing the workload and responsibility will help to build a trusting and
open relationship and allow the employee to ease into their new role.
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Question 35
Why is it important to make an effort to develop individuals within your team?
Giving individuals increased responsibility or independence is one way of allowing employees to grow. This can
encourage the employee to strive for a better level of service or productivity. Giving people the opportunity to
prove themselves can facilitate the discovery of talented employees and potential leaders
Question 36
List 3 ways you can help individuals develop within a team
1. Giving them more responsibility within the team
2. Change their job role by adding higher level tasks
3. Offer formal training or professional development
Question 37
You can use KPIs which can help you monitor team performance, to make sure your team is progressing towards
achieving goals. What does ‘KPI’ stand for?
Key Performance Indicators (KPIs). These may be in the form of sales figures, customer numbers, number of
return visits, average revenue per customer and etc.
Question 38
KPIs should conform to the SMART principle. What does S.M.A.R.T. stand for?
SMART stand for Specific, Measurable, Achievable, Relevant, Time-bound
Question 39
How often should you provide coaching or mentoring to your team?
Part of leading a team is to provide coaching and mentoring whenever it is necessary. If people are new or
inexperienced in their role, then they will require more involvement from their supervisor to get the job done
correctly and efficiently
Question 40
List 2 aspects which can affect how much coaching or mentoring a person may need.
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1. You should use feedback to give team members an indication of their progress. This can be part of a
formal review process where the employee and supervisors meet to discuss their progress in the job
2. Feedback should also form part of the day-to-day operations. As mentioned earlier, feedback should be
positive if the employee has done a good job; it should be sincere and if criticism is necessary then it
should be constructive
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Question 41
When it comes to motivation – what is more important to most people than money?
- Encounter some people who appear to have no interest in their job
- Have respect and a good environment at work is more important to most people
Question 42
Why is recognising and rewarding good performance important?
Recognizing and rewarding good performance validates the team members and helps encourage and motivate
them. External rewards can play a role in motivation as well.
Question 43
List 3 methods to reward good performance of team members:
1. Some managers use staff incentive initiatives to motivate and reward staff, these may include
vouchers, time of, food and drink offer
2. Some managers reward staff with formal or informal praise, such as verbal praise, awards
3. Written reports to more senior managers, or a Professional Development Awards (PDA) program
Question 44
What are motivational theories?
List 3 examples of motivational theories
1. Needs theory
2. Interest theory
3. Maslow’s Hierarchy of Needs
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