Sae7505 U4 - Bsbwor203

Student Name: navrit saini
Student ID: sae7505
Assessment Summary
Unit Details BSBWOR203–Work effectively with others
This is a summative assessment, which requires

Assessment Type each student to have adequate practice prior
to undertaking this assessment
Assessment 1 Written Task
Scenario/Group activity –
Assessment Methods Assessment 2
Working as a team
Project/Role-play - Deal
Assessment 3 effectively with issues,
problems and conflict
Version: 4.0 Acumen Education Pty Ltd © Page 1 of 48

Assessment Tool | BSBWOR203
Contents
Assessment information............................................................................................. 4
Purpose................................................................................................................... 4
Unit description ..................................................................................................... 4
Key competencies............................................................................................... 4
Foundation skills .................................................................................................... 4
Performance evidence ...................................................................................... 4
Knowledge evidence ......................................................................................... 5
Assessment Conditions ........................................................................................ 5
Pre-requisites ......................................................................................................... 5
Terminology used ................................................................................................. 5
Completing the assessments/Expectations.................................................... 5
Assessment ............................................................................................................ 6
Summary of assessment methods and tasks .................................................. 6
Instructions: ............................................................................................................ 6
Required resources .............................................................................................. 6
Reasonable adjustment ..................................................................................... 6
Plagiarism policy................................................................................................... 7
Academic appeals ............................................................................................. 7
Reassessment process......................................................................................... 8
Assessment records.............................................................................................. 8
Declaration............................................................................................................ 8
Assessment submissions and contact details ................................................. 9
Assessment 1 – Written Questions ........................................................................................ 12
Instructions for Students: .................................................................................. 12
Assessment 2 – Scenario/case study .................................................................................. 19
Instructions for Students: ........................................................................................................ 19
Resources required for assessment: .................................................................................... 20
Observation task ............................................................................................... 21
Part A - Identify own workplace responsibilities and relationships ......... 22
Performance Checklist and Assessment Outcome – Assessment 2, Part A............... 25
Part B: Contribute to workgroup activities ................................................... 28
Role Play Observation Checklist and Assessment Outcome – Assessment 2, Part B29
Part C: Report on the group discussion ........................................................ 31
Performance Checklist and Assessment Outcome – Assessment 2, Part C .............. 36
Part D: Proposal / Strategy for improvement of workgroup..................... 37
Performance Checklist and Assessment Outcome – Assessment 2, Part D .............. 38

Assessment 3 – Project/Role-play ........................................................................................ 39
Instructions for Students: ........................................................................................................ 39
Resources required for assessment: .................................................................................... 40
Part A: Identify the problem............................................................................ 42
Performance Checklist and Assessment Outcome – Assessment 3, Part A .............. 43
Part B: Resolve the problem............................................................................ 44
Part C: Seek feedback and advice .............................................................. 45
Role Play Observation Checklist and Assessment Outcome – Assessment 3, Part B and C
.............................................................................................................................. 46
Appendices .............................................................................................................................. 48

Assessment information
Purpose This document represents the main assessment instrument for the unit of
competency BSBWOR203–Work effectively with others
Unit description This unit describes the skills and knowledge required to work cooperatively
with others and deal effectively with issues, problems and conflict.
It applies to individuals who perform a range of routine tasks using a limited
range of practical skills, and a fundamental knowledge of teamwork in a
defined context under direct supervision or with limited individual
responsibility.
No licensing, legislative, regulatory or certification requirements apply to this
unit at the time of publication.
Key 1. Develop effective workplace relationships.
competencies 2. Contribute to workgroup activities.
3. Deal effectively with issues, problems and conflict.
Foundation skills Reading skills to: Identify and interpret information to determine task
requirements.
Writing skills to: Complete required documentation using
organisational formats.
Compose simple documents for others to read.

Oral Present information and seek advice using language
communication and features appropriate to audience.
skills to:
Participate in discussions using listening and questioning
to elicit views of others and to clarify or confirm
understanding.
Numeracy skills to: Interpret information related to timeframes and
resource quantities.
Navigate the Understand responsibilities of own role and follows
world of work to: explicit and implicit organisational protocols and
procedures.
Interact with Select and use appropriate communication practices
others to: when seeking or sharing information Establishes and
builds rapport and relationships with others to foster a
culture of respect and cooperation in communications.
Get the work Plan and organise work commitments to ensure
done to: deadlines and objectives are met.
Use formal analytical thinking techniques to recognise

and respond to routine problems.
Performance Evidence of the ability to:
evidence  identify own responsibilities in relation to the team and the organisation's
requirements
 work effectively in a workgroup including:

o supporting team members

o using culturally appropriate communication skills
o acting on constructive feedback
o cooperating and contributing to team goals
o identifying improvement opportunities
 identify problems and conflicts and address them appropriately
Knowledge  outline the organisational standards, policies and procedures that relate
evidence to own work role
 outline team responsibilities and duties and their relationship to individual
responsibilities and duties
 summarise conflict resolution techniques
Assessment Skills must be demonstrated in the workplace. This can be:
Conditions  office equipment and resources
 workplace documentation
 case studies and, where possible, real situations
 interaction with others
Assessors must satisfy the Standards for Registered Training Organisations’
requirements for assessors.
Pre-requisites NIL
Terminology The following terms are used in each assessment task to guide the student
used and assessor as to what is expected from each assessment task:
1. Instructions: Provides a brief description about the assessment task and
broadly indicates what the Student is required to do.
2. Conditions of assessment: Outlines the conditions in which the
assessment must be undertaken. In some cases, it will give options for
the student about what to base the assessment task on and whether it is
practical demonstration or project.
3. Description of task/decision making rules: Advises the student and the
assessor of the task description and the criteria that the assessment must
meet in order for a satisfactory result to be awarded.
4. Due Date - the date on which assessment falls due.
Completing the Assessors must ensure that students completely understand the assessment
assessments/Ex process and various assessment tasks before undertaking the assessments.
pectations This assessment tool is structured in a way that each assessment task clearly
outlines the:
• Instructions for completing the assessment task;
• Conditions in which the assessment must be conducted;
• Evidence that must be presented by the student; and
• Decision-making rules by which the evidence will be judged.
Every assessment task will require satisfactory completion in order for

students to be deemed Competent. The students will need to adhere to
any guidelines on length of answers required where stipulated. Please note,
a paragraph is three or more sentences.

Assessment Each assessment task has a section for the assessor recording the
assessment outcome as either ‘Satisfactory’ (S) or ‘Not Satisfactory’ (NS).
Once the student satisfactorily completes all assessment tasks, the assessor
will complete the assessment summary cover sheet and record either a
“Competent” (C) or “Not Competent” (NC) outcome.
When awarding any assessment result, assessors must ensure that feedback
for the student is recorded in the spaces provided after each assessment
task and on the record of assessment outcome.
Summary of The assessment methods that are used in this assessment tool are:
assessment Assessment Method of
Description
methods and Task # Assessment
tasks 1 Questions You are required to answer 4 short answer
questions related to this unit.
2
Assessment
Scenario/group activity – Working as a team
2
3 Assessment Project/Role-play - Deal effectively with

3 issues, problems and conflict
Instructions: • You can seek clarification regarding the assessment required to be
done.
• You can ask for reasonable time from Assessor for preparation of project
or Assessment.
• You can seek information on additional reading material and reference
for completion of the assessments.
• If you have any special needs, you can seek assistance from Assessors
depending upon the nature of the need.
• You can seek assistance from assessor while using special diagnostic
equipment
• Review the observation checklist/decision making rules to know what is
expected of you. You may refer to the observation checklist for
observation based assessments at any stage prior to the
commencement of your assessment. You must not refer to this checklist
whilst you are being assessed.
• Your assessor will also explain to you the observation process prior to the
assessment.
Required Each assessment task in this assessment tool outlines specific resources that
resources the student must have access to as part of the assessment process.
Assessors must ensure that students have appropriate access to these
resources before any assessment is conducted.
Reasonable Acumen Education enables reasonable adjustments to be made to
adjustment assessment procedures for students with special needs, such as people with
disabilities or with language or literacy difficulties. Assessing knowledge is
usually assessed through written or oral, short-answer tests where assessors

seek to determine the extent of the student’s knowledge.
Following are some of the examples of adjustments that can be made for
the students:
• Ask questions orally instead of in a written format
• Provide equipment such as text enlargers, image enhancers, and voice
recorders.
• Give the student more time to complete the assessment;, allocate a
different time for completion of the assessment;
• Offer a separate, quiet room.
• Modifying or providing equipment
• Adapting delivery strategies
• Ensuring that course activities are sufficiently flexible, providing
additional support to student where necessary
• Customising resources and activities within the training package or
accredited course
• Monitoring the adjustments to ensure student needs continue to be met
Plagiarism Acumen education takes a systemic approach to the treatment of
policy plagiarism in academic work. The policy is intended to promote honesty in
learning and assessment and respect for the work of others. Contravention
of this policy will result in students being penalized.
Please read the plagiarism policy available in your student handbook and
to be aware of the consequences and to understand your rights and
responsibilities.
Academic • Where a student wishes to appeal an assessment they are required to
appeals notify their assessor in the first instance. Where appropriate the assessor
may decide to re-assess the student to ensure a fair and equitable
decision is gained. The assessor shall complete a written report
regarding the re-assessment outlining the reasons why assessment was
or was not granted.
• If this is still not to the student’s satisfaction the student shall formally
lodge an appeal by submitting a written letter within one week of
receiving the results using the form 10.1 for Complaints and appeals
outlining the reasons for the appeal. They shall lodge this with student
administrations department and the appeal shall be entered into the
‘complaints and appeals register’.
• The Operations Manager shall be notified and shall seek details from the
assessor involved and any other relevant parties. A decision shall be
made regarding the appeal either indicating the assessment decision
stands or details of a possible re-assessment by another assessor
appointed by Acumen.
The student shall be notified in writing of the outcome with reasons for the
decision. The student shall also be provided the option of activating the

external appeals process if they are not satisfied with the outcome. The
student is required to notify Acumen if they wish to proceed with the
external appeals process.
Reassessment 1. Student will be assessed as being competent only upon satisfactory
process completion of all the assessments in a unit.
2. If a student is not able to demonstrate satisfactory completion of all of
the required assessments of the unit, the result for that unit will be
recorded as Not Competent.
3. If a student has submitted all the tasks and successfully completed
more than 50%* of the assessment tasks for a unit, they will be provided
with specific feedback and invited to re-submit their assessment.
4. If a student has submitted and not successfully completed more than
50%* of the assessment tasks for a unit, they will be required to
undertake the unit again.
5. In the case of re-submission, the following actions shall occur:
• The student must apply for resubmission within one week of the result
is made available to him/her. This means that the student is
responsible to acknowledge that he/she has received the result and
has been deemed NC for the units of competency undertaken.
• Reassessment may need to be arranged every weekend on
Saturday evenings in order to minimize disruption.
6. If a student is assessed as “Not Competent’ after the resubmission, he or
she will be identified as a student-at-risk and an Academic
Performance Improvement (API) Plan will be created during an
Intervention Strategy Meeting between the Acumen’s Operations
Manager, Trainer & Assessor and student. The date for a third
assessment will be nominated by the student in consultation with Trainer
& Assessor, but should be no longer than 1 month from the previous re-
submission date.
7. One re-submission is allowable per unit per student free of cost.
Additional re-submissions will be charged at $200.
If the student remains ‘Not Competent’ after a third re-submission, he or

she will be notified that this result is final and he or she will be unable to
successfully complete the course in which they are enrolled at this point.
* Due to the variance in the amount of work completed for each

assessment task in a unit, 50% will be determined by the number of
assessment tasks submitted as opposed to the amount of evidence
submitted.
Assessment We are required to retain a copy of your assessment and all other
records evidentiary records. If you require a copy of this assessment submission
please be sure to copy it prior to submitting it to us.
Declaration You must sign the student declaration confirming the authenticity of your

submitted work, understanding the requirements to complete the

assessment tasks and that the assessment process including the provisions
for re-submitting and academic appeals were explained to you and that
you understand these processes on the assessment summary cover sheet.
Acumen Education cannot assess any submitted work until the declaration
is received.
Assessment You must submit this completed assessment tool to your trainer on the due
submissions and date. Please feel free to contact us if you have any questions regarding the
contact details assessment process:
Phone: 03 9044 6402/03 84151244

For Assessor Only -ASSESSMENT COVER SHEET

This form is to be completed by the assessor and used as a final record of student competency.
All student submissions including any associated checklists (outlined below) are to be attached to this cover sheet before placing
on the students file. Student results are not to be entered onto the Student Database unless all relevant paperwork is completed
and attached to this form.
Student
Student Name: navrit saini sae7505
ID No:
Contact
Email: Saininavrit123@gmail.com 0402577478
number:
Unit Code &
BSBWOR203 – Work effectively with others
Title
First Submission  Subsequent submission 
Result
Please attach the following documentation to this form S = Satisfactory
NS = Not Satisfactory
Assessment 1  Written Task S | NS
 Part A – Case Study S | NS
 Part B – Group Activity S | NS

Assessment 2
 Part C – Report S | NS
 Part D – Developing Proposal S | NS
 Part A – Case Study S | NS
Assessment 3  Part B – Role-play – Resolve the problem S | NS
 Part C – Role-play - Seeking Feedback S | NS

Final Assessment Result for this unit
(Student will be assessed as being competent
only upon satisfactory completion of all the
 Competent  Not Competent (Comments)
above mentioned assessments)
The Evidence provided is:
 Valid  Sufficient  Authentic  Current

Student Declaration:
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.
navrit saini
27 05 2021
Student’s Signature: Date: _______/_______/_______
Final feedback: Plagiarized SAE7487, SAE 7315

Assessor: I declare that I have conducted a fair, valid,

Signature:
reliable and flexible assessment with this student, and I
have provided appropriate feedback.
Date: _______/_______/_______
Administrative use only
________________
Entered onto Student
________________
Management Database
Date Initials
USE FOR REASSESSMENT ONLY
Assessment Task No/s
Components
Competent - C Not Competent - NC

Result of Reassessment
(Please circle the Final Assessment Outcome)
Feedback to Student
Please provide general feedback on the Student’s performance.
Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student,
and I have provided appropriate feedback.
Trainer/Assessor Signature Date

Assessment 1 – Written Questions
Instructions for Students:
• This is the first of the three assessment tasks you must complete satisfactorily to be deemed
competent in this unit.
• In this task, you must answer four (4) questions that cover the knowledge requirements of
this unit.
• Read the Assessment description carefully.
• Assessment may be submitted in Microsoft Word format or may be handwritten. Clearly
label your work with your name, unit code, unit title, Assessment Task and respective
Question number with the answer to all the documents and sheets that are attached to
your submission.
• Assessment may be completed in your own time.
• Acknowledge clearly when and how you are drawing on the ideas or phrases of others.
• Consult your assessor when you are unsure about how to acknowledge the contributions of
others to your thought and writing.
• Read the Plagiarism policy and procedure carefully to understand the consequences that
you could face if your work is plagiarized.
• Seek clarification regarding the assessment required to be done, if you do not understand
the task.
• Ask for reasonable time from Assessor for preparation of project or Assessment.
• Seek information on additional reading material and reference for completion of the
assessments.
• Students with special needs can seek assistance from assessors depending upon the
nature of the need.
• Submit this document along with your assessment work.
• Assessment may be completed in your own time and is due one week after the module
end date.

Written Questions
1 What are the key provisions of the following?
key provisions of Equal employment opportunity (EEO) legislation is equal

opportunity in matters of public employment.
This legislation prohibits discrimination, among other things, on the grounds of race,
work status, gender identity and sexual orientation.
Equal employment
opportunity (EEO)
legislation
HONESTY. Be honest in all communications and actions.

INTEGRITY.
PROMISE-KEEPING.
FAIRNESS.
Using ethical CARING.
principles in the RESPECT FOR OTHERS.
LOYALTY.
workplace when
dealing with staff
and customers
Open and Transparent Management of Personal Information.

Collection of Solicited Personal Information.
Dealing with Unsolicited Personal Information
Anonymity and Pseudonymity.
Privacy legislation
Consultation with workers and discuss the penalties for breaches of the
legislation.
Protection for every worker.
Duty of care not to endanger health and safety of self and others, and resolve
Workplace health OHS issues in a timely manner.
and safety
legislation

key provisions of Environmental sustainability in the workplace

reduce harm to the environment and reduce wastage of resources.
Environmental
sustainability in the
workplace
Respect for competition law regulations.

Respect for rules on insider trading.
Prevention of conflicts of interest. .
Protection of Air Liquide activities.
Transparency and integrity of information.
Codes of conduct
and codes of
practice
 Satisfactory
✔
 Not Satisfactory (Comments)
2 List 3 types of policies and procedures commonly used in a hospitality business:
Standard Operating Procedure: SOP helps in maintaining quality and consistency of service and standard's in
your hotel.
Code of Conduct.
Health and Safety Policy.
 Satisfactory
✔

Why must a business have policies and procedures? Who is responsible for ensuring
3
staff follows them? (in 60-80 words)
Policies and procedures are an essential part of any organization. They ensure compliance with laws and
regulations, give guidance for decision-making.
HR professionals is responsible for ensuring staff follows policies and procedures.
✔ Satisfactory  Not Satisfactory (Comments)

Briefly summarise the following conflict resolution techniques in about 50-60 words
4
• Problem solving
• Negotiation
• Problem solving
Problem-solving conflict resolution techniques help you determine the source of a problem and find an
effective solution. a manager might use their problem-solving skills to identify areas of compromise between two
team members who disagree.
Problem-Solving Negotiation: Seek solutions to ensure all parties achieve their goals and resolve any tensions
or negative feelings between them.
• Negotiation
Negotiation is a common way for people to resolve problems and deal with conflict. It can also be a formal
method of conflict resolution used to resolve interpersonal, intergroup and interstate conflicts. It happens when
people wish to talk to each other to find a solution to the problem..
Five Negotiation Conflict Resolution Strategies
Avoiding, Accommodating, Compromising, Competing. Collaborating.
 Satisfactory
✔

Comments if the answer is not satisfactory

This form is completed by the assessor and used for comments if the answer is not
satisfactory
Q.no Comments
Question 1:
Question 2:
Question 3:
Question 4:
Based on the Comments above Please Redo / Rewrite those particular answers and
resend your Completed Reassessment for correction

Assessment Outcome – Assessment 1
Student name navrit saini

Unit and Task
being assessed
Course name and
title
Date of
observation
Feedback / Comments:
Candidate provided satisfactory responses demonstrating good understanding on legislations and policies and
procedures.
Result: ✔
 Satisfactory  Not Satisfactory  Not Assessed
Assessor Declaration:
I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I
Assessor Name: Syed Haider
Assessor Signature: SH Date: _______/_______/_______

Assessment 2 – Scenario/case study
• This is the second of the three assessment tasks you must complete satisfactorily to be
deemed competent in this unit.
• In this task, you must demonstrate your ability to work as a team. There are 4 parts to this
task.
o Part A requires you to review the organization chart and position description provided
and answer the questions based on your understanding.
o Part B requires you to participate in a group activity to identify ONE opportunity for
improvement in the workgroup’s performance. Your assessor will observe your group’s
discussion.
o Part C requires you to prepare a report by answering the questions following the group
activity
o Part D requires you to prepare a proposal for improvement using Acumen Restaurant’s
proposal format provided.
• Read the assessment scenario carefully.
• Dress professionally.
• You will have 30 minutes to complete group activity in Part B.
• Clearly label your work with name, unit code and unit title to all the documents and sheets
that are attached to your submission.
• Review other resources, tools, job aids that provide guidance related to the task you are
going to perform.
• Seek clarification regarding the assessment required to be done.
the task.

assessments.
natureof the need.
Resources required for assessment:
The assessor must ensure that the following resources are made available to students, for
assessment:
• Workplace policies and procedures

• Office equipment
• Business resources

Observation task
For thistask, you must demonstrate that you have the skills and knowledge to:
• Develop effective workplace relationships.

• Contribute to workgroup activities.
• Deal effectively with issues, problems and conflict.
Instructions:
Working as a team
Scenario
Acumen Restaurant is a popular local restaurant located in Sunshine, Victoria.
You are a cook working at Acumen Restaurant.
The following is the organisation chart of the restaurant:
Owner/Director
Restaurant
Head Chef
Manager
Host Bar Staff Driver/Handyman Cook Cook
Wait Staff Wait Staff Wait Staff Kitchen Hand

Kitchen Hand
You have also been provided with a position description for the role of the cook, in Appendix
A.

Part A - Identify own workplace responsibilities and relationships
Answer the questions below based on your understanding of the organisation chart and the
position description of the cook.
a. Identify two duties and responsibilities of the cook’s position description that require you to
report to the head chef.
1. Plan menus and ingredients according to recipes.
2. quality of meals.
b. Identify two duties and responsibilities of the cook’s position description that require you to
supervise a kitchen hand who reports to you.
1. all duties are carried out in a safe manner and the end results satisfy customers.
2. Handle, sort, store and distribute food items.
c. Identify three OHS/WHS responsibilities you have.

1. Ensure the safe use, handling, storage or transport of plant or substances.
2. Provide and maintain safe plant (machinery and equipment).
3. Provide and maintain safe systems of work
d. Identify two ethical principles you would need to follow as an employee of Acumen
Restaurant.
1. Keep your word.
2. Integrity; do what's right, even when doing the wrong thing benefits you and Work hard.

e. What are two environmentally sustainable work practices to keep in mind while performing
duties in your workplace?
Change to eco-friendly office lighting.
Switch to post-consumer waste (PCW) paper, paper products, and packaging.
f. Identify four ways you can promote cooperation and good relationships with your
workgroup when undertaking activities in the workplace.
Collaborate. ...
Recognise interdependencies.
Ask questions. ...
Communicate and Understand the end goal.
Identify clear roles.
g. Identify five resource constraints you should take into account when fulfilling your and
others’ work requirements.
Resource constraints are resources that are limited and available in a particular timeframe.
1. equipment
2. supplies
3. food
4.oil
5. water
h. Describe how you can acknowledge constructive feedback from your work group
members so you can take appropriate action.
1. When an employee expresses dislike or brings a complaint to your attention, be sure to react and take
action.
2.Always ask employees for their ideas on how to fix the problem.
3.. Encourage employees to submit improvement ideas regularly.

i. Identify three communication skills you can use to help you better receive this kind of
feedback from your team.
Listen to the feedback given.
Be aware your responses.
Your body language and tone of voice often speak louder than words.
Understand the message.
j. Describe three ways you could request advice from your team so you can be more
proactive.
1. hear your team members griping about a problem.
2. think could be done to help the situation
3. Don't be a micromanager.

Performance Checklist and Assessment Outcome – Assessment 2, Part A

Unit code and title BSBWOR203 - Work effectively with others
Course name and

SIT30816 - Certificate III in Commercial Cookery
title
Did the student submit responses that: Satisfactory
Identifies two duties and responsibilities of the cook’s position description

 Yes  No
that require them to report to the head chef
Identify two duties and responsibilities of the cook’s position description  Yes  No
that require them to supervise a kitchen hand who reports to them.
Identify three OHS/WHS responsibilities you have  Yes  No
Identify two ethical principles that they would need to follow as an

 Yes  No
employee of Acumen Restaurant
Identify two environmentally sustainable work practices to keep in mind  Yes  No
while performing duties in workplace
Identify four ways they can promote cooperation and good relationships  Yes  No
with workgroup when undertaking activities in the workplace.
Identify five resource constraints that they should take into account when  Yes  No
fulfilling theirs and others’ work requirements
Describe how they can acknowledge constructive feedback from work  Yes  No
group members to take appropriate action
Identify three communication skills that they can use to help better receive  Yes  No
this kind of feedback from the team
Describe three ways they could request advice from the team to be more  Yes  No
proactive
Result:  Satisfactory  Not Satisfactory  Not Assessed
Feedback:
I declare that I have conducted a fair, valid, reliable and flexible assessment with this
student, and I have provided appropriate feedback.
Assessor Name:
Assessor Signature: Date: _______/_______/_______

I have read and agree with this assessment record.
navrit saini
27 05 2021
Student Signature: Date: _______/_______/_______

Scenario
Acumen Restaurant is very popular with its customers. However, recently the restaurant has
received mixed reviews from their customers and mixed ratings on restaurant information and
recommendation services like Zomato. The restaurant has surveyed opinions of customers and
staff.
Some customers have commented on Zomato and Facebook that the food is excellent, but
service is slow and meals have take too long to get to the table.
The following are some possible solutions to the issues raised through customer survey.
Issues Possible reasons

Some customers have • Servers blame the kitchen staff for being too
commented on Zomato slow or making the wrong dish. The kitchen staff
and Facebook that the defend themselves by saying they cooked
food is excellent, but what the ticket indicated.
service is slow and meals • Only one or two waiters are told when an
take too long to get to the ingredient or item is out, and the rest of the
table. team continues placing orders unaware.
• Kitchen staff aren’t told about a rush and are
unprepared for the onslaught of tickets.
• Orders are shouted instead of written down
and delivered.
• Front of house is idle when food is ready to be
delivered.
• Food is sitting, and front of house isn’t aware it’s
ready.
The restaurant manager has asked the Kitchen staff and the front of the house staff to work in
small groups and discuss these issues with the service of customers within the restaurant and
brainstorm for solutions, so the services can be improved.

Part B: Contribute to workgroup activities
You must participate in a group activity as follows:
• Your assessor will organise the class into groups of four.

• You must work with your small group to identify ONE opportunity for improvement in the
workgroup’s performance, in relation to the identified issues in the scenario.
• Next, create some SMART goals for the achievement for the identified opportunity for
improvement.
• Consider time and resource constraints into account in achieving the goals. Discuss with
the group how these constraints can be balanced against the potential benefits.
• Plan a strategy for reaching the goal/making the improvement. This could be a simple
listing of steps, people involved and resource/cost requirements.
During this activity, you must support one another, contribute constructively and share
information with the work group.
Your assessor will observe your group’s discussion.

Role Play Observation Checklist and Assessment Outcome – Assessment

2, Part B
Unit and Task being BSBWOR203 Work effectively with others
assessed
Course name and title SIT30816 - Certificate III in Commercial Cookery
Assessor name
Date of observation
Did the student demonstrate Check Comments

the following skills: (X) (How did the student demonstrate this?)
Y N
Part B: Group activity

Participate in the group activity
Open the meeting and greeted
everyone and introduced
purpose.
Work within the group to identify
ONE opportunity for improvement
in the workgroup’s performance, in
relation to the identified issues in
the scenario.
Involved others in brainstorming
and identifying the opportunity
Create some SMART goals for the
achievement for the identified
opportunity for improvement
Consider time and resource
constraints into account in
achieving the goals
Discuss with the group how these
constraints can be balanced
against the potential benefits
Plan a strategy for reaching the
goal/making the improvement.

I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I

Student Signature: navrit saini Date: _______/_______/_______

Part C: Report on the group discussion
Following the group discussion, you are to individually answer the following questions/ prepare
a proposal for improvement using the given template.
You should refer to the organisational chart of the restaurant provided in the scenario, to
guide you about the roles of your work group members.
You must answer all questions.
a. Describe the opportunity for improvement your group identified.
A useful way to discover improvement opportunities is by conducting a process audit. The audit
will identify current issues or potential risks for your company.
Use these in conjunction with periodic performance reviews to make sure your employees are
working to their full potential like
and opportunity for improvement group identified.

1) Time Management.
2) Organization.
3) Interpersonal Communication.
4) Customer Service.
5) Cooperation.

b. State the SMART goals you created.
1. focus and decision-making.

2. build my leadership skills.
3. Learn a new tool .
c. Outline your strategy for achieving the goal/making the improvement. This could be a
simple listing of steps, tasks, people involved and resource/cost requirements.
strategy for achieving the goal/making the improvement.
Create a plan of action and Set SMARTER goals.

Eliminate bad habits.
Instill self-discipline.
Mitigate your distractions.
Manage your time

d. What time and resource constraints did you have to take into account in achieving this
goal? How did the team balance the constraints against the benefits?
"Time constraints you have take into account":

project's overall deadline along the path to reaching goals.
"Resource constraints you have to take into account"

such as staffing, materials, controllable elements and access to needed equipment.
properly manage constraints is by transparency, implementation of project management best

practices, effective task management, and maintaining control over task.
e. Identify your constructive contributions – including any tasks you undertook – to reach the
goals.
your constructive contributions – including any tasks you undertook – to reach the goals;
Understand the end goal and Identify clear roles.

Collaborate and Recognise interdependencies.
Ask questions and Communicate.

f. List information you shared and who you shared it with in order to reach the goal.
You Gain Clarity.

about workspace.
about how people to help you.
how to Minimize other types of distractions.
how to play the role.
g. Provide examples of how you worked cooperatively in your group, for example, how you
supported members during the discussion and planning processes, for example, clarified
points, upheld their suggestions, etc.
always use problem-solving skills

by demonstrate acceptance of the values or beliefs and opinions of others.
By communicate openly,
by honestly and at appropriate times.

h. Provide an example of how you encouraged others to provide you with constructive
feedback. How did you acknowledge and act on the feedback of your team members?
by Encourage friendly competition and always Create a career path and Create a friendly work
environment you encouraged others to provide you with constructive feedback.
you acknowledge and act on the feedback of your team members by Verbalize your
appreciation.

Performance Checklist and Assessment Outcome – Assessment 2, Part C

Course name and

title
Did the student submit responses that: Satisfactory
Describe the opportunity for improvement that group identified  Yes  No

State the SMART goals created.  Yes  No
Outline the strategy for achieving the goal/making the improvement  Yes  No
Identify the time and resource constraints to be taken into account in
achieving this goal? Identify how the team balanced the constraints  Yes  No
against the benefits?
Identify the constructive contributions – including any tasks undertaken – to
 Yes  No
reach the goals.
List the information shared and who it was shared with in order to reach
 Yes  No
the goal.
Provide examples of how they worked cooperatively in group.  Yes  No
Provide an example of how they encouraged others to provide with
constructive feedback. How was it acknowledged and acted upon by the  Yes  No
team members?
Feedback:
Assessor Name:

navrit saini

Part D: Proposal / Strategy for improvement of workgroup
Prepare a proposal for improvement using Acumen Restaurant’s proposal format given below.
You must fill in all sections of the proposal with relevant information. The sample contents in
blue will guide you to write this proposal.
You must submit this proposal to your assessor.
Acumen Restaurant
Improvement Proposal Template
Prepared by: ______________________
navrit saini
Situation:
put a food van into business on the road to supply food to customers for home delivery.
Proposed Solution:
Steps Involved:
Purchase a new van..
Test the route and prepare fresh food to serve.
Benefits:
fresh food at home and Customer service would improve and Cheap Cost.
Potential Constraints – time, money, resources

？ The system will be expensive. But after a the long term, this is profitable so it will be worth the
investment

Performance Checklist and Assessment Outcome – Assessment 2, Part D

Course name and

title
Did the student submit a proposal / strategy for improvement of workgroup
Satisfactory
that:
Was in the format provided
 Yes  No
Included details of situation

 Yes  No
Included proposed solution including the steps involved, benefits and

 Yes  No
potential constraints?
Submit the work on time to the Assessor
 Yes  No
Feedback:
Assessor Name:

navrit saini

Assessment 3 – Project/Role-play
• This is the third of the three assessment tasks you must complete satisfactorily to be
deemed competent in this unit.
• In this task, you must demonstrate your ability to deal effectively with issues, problems and
conflict. There are 3 parts to this task.
o Part A requires you to review the scenario provided and answer the questions to identify
the problem. This should be completed in your own time.
o Part B requires you to participate in a role-play to resolve a conflict. Your assessor will
assess your performance using the Role Play Observation Checklist provided and you will
have 15 minutes to participate in the role-play.
o Part C requires you to seek feedback and advice from your supervisor (played by your
Assessor.Your assessor will assess your performance using the Observation Checklist
provided and you will have 15 minutes to participate in the role-play
• Read the assessment scenario carefully.
• Dress professionally.
• Clearly label your work with name, unit code and unit title to all the documents and sheets
that are attached to your submission.
• Review other resources, tools, job aids that provide guidance related to the task you are
going to perform.
• Seek clarification regarding the assessment required to be done.
the task.
assessments.
nature of the need.

Resources required for assessment:
The assessor must ensure that the following resources are made available to students, for
assessment:
• Workplace policies and procedures

• Office equipment
• Business resources

Assessment 3: Deal effectively with issues, problems and conflict
Scenario
The management has considered all the proposals for improvement and have decided to
implement some of those solutions, including a mobile point of sale ticketing ordering system
to improve communication between the kitchen staff and the wait staff to eliminate most
communication issues.
The Head Chef and the Restaurant Manager are working on this project, and have delegated
some of their tasks to their team members. This has caused a sudden conflict situation to arise
between a wait staff and a kitchen staff as described below:
You are one of the cooks at Acumen Restaurant.
Mansour’s position
Mansour, one of the wait staff, is a new employee and has complained to you that he is being
given side tasks such as cutting vegetables and preparing salads by Mario, your colleague
and the other cook.
Mansour complains that because he is doing these tasks for Mario, he is not completing some
of his own specified tasks and as a result, the Restaurant Manager, who is his supervisor, has
pulled him up.
Mansour says that often he can’t understand what Mario wants from him, which causes him to
make mistakes or take longer to complete his task, as he needs to clarify his tasks all the time.
He gets confused when Mario shouts at him.
He is also upset that Mario does not believe him when he says he needs to complete his other
tasks in the restaurant area.
Mario’s position
Mario too complains that Mansour does not follow instructions, often disappears while on duty.
He thinks Mansour is avoiding work with the excuse that he has to time out for prayers, and
basically, he has a poor work ethic.
Mario, who is from a non- English speaking background, speaks with a heavy accent, which
makes it difficult for some people to understand what he is saying.
Mario is a hard-working person, but he has been under stress for the last few days as he is
covering some of the work responsibilities of the Head Chef, who is busy in implementing the
new improvement ideas.
Mario feels impatient with Mansour and thinks he is dodging work.
The situation at present

Mansour and Mario have had a heated argument. Both of them are dissatisfied with the
situation and one or both of them might quit the job.
The Head Chef, who is very busy, has given you the responsibility to identify the problem and
resolve the conflict.

Part A: Identify the problem
a. Identify the linguistic and cultural differences in the communication styles of Mansour and
Mario.
Mario feels impatient with Mansour and thinks he is dodging work

Mario, who is from a non- English speaking background, speaks with a heavy accent
Mansour says that often he can’t understand.
b. Clarify the source of the problem
The Head Chef very busy to identify the problem and resolve the conflict and Mansour and
Mario have had a heated argument. Both of them are dissatisfied with the situation and
one or both of them might quit the job.

Performance Checklist and Assessment Outcome – Assessment 3, Part A

Course name and

title
Did the student review the scenario provided and answer the questions
Satisfactory
that:
Identify the linguistic and cultural differences in the communication styles
 Yes  No
of Mansour and Mario.
Clarify the source of the problem  Yes  No

Feedback:
Assessor Name:


Part B: Resolve the problem
• Participate in a role play with Mansour and Mario to resolve their conflict. Use your
understanding of the conflict you have described in this task above.
• You must use a step-by-step process to resolve conflict.
• Your assessor will organise for two volunteers to play the roles of Mario and Mansour brief
them about the situation.
• Your assessor will assess your performance using the Role Play Observation Checklist given
below. You must read the performance criteria carefully.

Part C: Seek feedback and advice
• After the conflict resolution meeting, ask your supervisor (the Owner played by your
assessor) for feedback on how you handled the conflict resolution procedure.
• Your assessor will provide you with one or two points or suggestions.
• You should consider these suggestions and tell your assessor how you will act on this
advice.

Role Play Observation Checklist and Assessment Outcome– Assessment 3,

Part B and C

Unit and Task
being assessed
Course name and
title
Date of
observation
Check
Did the student demonstrate Comments
(X)
the following skills:
Y N
Part B: Resolve the problem
Open the meeting and Participates in discussions using listening and

greeted everyone and questioning to elicit views of others and to
introduced purpose. clarify or confirm understanding
Selects and uses appropriate communication
practices when seeking or sharing information
Identify the conflict to clarify
positions using language and
features appropriate to
audience
Involved others in brainstorming
and evaluating the solutions
Cooperatively selected the
best win/win solution
Successfully deal with the
problem and obtained
agreement on following up the
process
Demonstrate ability to help
colleagues by explaining and
clarifying issues.
Adapt communication style to
suit colleagues with linguistic
differences.
Establish and build rapport with
the staff
Show respect to others’
personal values and beliefs.

Communicate in a way that

adheres to anti-discrimination
legislation.
Part C: Seek feedback and advice
Ask for feedback on how the
conflict resolution process was
handled using language and
features appropriate to
audience
Receive the constructive
feedback positively and agree
that it was useful.
Agree to take action based on
the feedback and asked for
advice on next steps
Suggest possible ways of
dealing with issues in the future
Use listening and questioning
skills to request feedback and
advice.
Use questioning skills to clarify or
confirm understanding.
Speak respectfully and in a
cooperative manner.

Assessor Name:

navrit saini

Appendices
Appendix A: Cook Position Description
POSITION DESCRIPTION
POSITION: Cook
LOCATION: Acumen Restaurant
REPORTS TO: Head Chef
KEY OBJECTIVES:
• To provide an efficient and cost effective food service to the establishment.
• To ensure a high standard of food preparation and presentation at all times, and that and
guests’ dinning requirements are met.
MAIN DUTIES:
• Assist chef in the planning and development of recipes and menus.
• Report on kitchen inventory to head chef.
• Ensure stock is stored under the correct conditions.
• Report any issues in the kitchen to head chef.
• Participate in food preparation and cooking activities in the kitchen.
• Allocate and supervise basic food preparation and mise en place tasks to kitchen hands.
• Maintain a safe and hygienic working environment.
• Participate in cleaning, sanitising and disinfecting all kitchen areas daily.
• Allocate and supervise dishwashing and cleaning tasks to kitchen hands.
• Ensure food safety plan is implemented and correctly documented.
• Minimise waste by implementing the waste management hierarchy (refuse, reduce, reuse,
recycle, recover, responsible disposal).
• Regularly monitor the use of energy and water in the kitchen, and report results to head
chef
• Complete all paperwork accurately, legibly and clearly.
GENERAL RESPONSIBILITIES:
• Work in accordance with the organisation’s WHS / OHS Policy.
• Make a proactive contribution to the management of WHS /OHS throughout the
organisation.
• Adhere to the organisation’s policies and management practices.
• Treat company’s property, whether material or intangible, with respect and care.
• Fulfil job duties with integrity and respect toward customers, stakeholders and the
community.
• Follow team leaders’ instructions and complete their duties with skill and in a timely
manner.

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Student Name: navrit saini

Student ID: sae7505

Unit Details BSBWOR203–Work effectively with others

This is a summative assessment, which requires

Assessment 1 Written Task

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Performance Checklist and Assessment Outcome – Assessment 2, Part D .............. 38

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Compose simple documents for others to read.

Use formal analytical thinking techniques to recognise

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o supporting team members

Every assessment task will require satisfactory completion in order for

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3 Assessment Project/Role-play - Deal effectively with

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seek to determine the extent of the student’s knowledge.

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If the student remains ‘Not Competent’ after a third re-submission, he or

* Due to the variance in the amount of work completed for each

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submitted work, understanding the requirements to complete the

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For Assessor Only -ASSESSMENT COVER SHEET

Assessment 1  Written Task S | NS

 Part A – Case Study S | NS

 Part B – Group Activity S | NS

 Part D – Developing Proposal S | NS

 Part A – Case Study S | NS

Assessment 3  Part B – Role-play – Resolve the problem S | NS

 Part C – Role-play - Seeking Feedback S | NS

 Valid  Sufficient  Authentic  Current

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Assessor: I declare that I have conducted a fair, valid,

Assessment Task No/s

Competent - C Not Competent - NC

Trainer/Assessor Signature Date

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Assessment 1 – Written Questions

Instructions for Students:

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1 What are the key provisions of the following?

key provisions of Equal employment opportunity (EEO) legislation is equal

HONESTY. Be honest in all communications and actions.

Open and Transparent Management of Personal Information.

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key provisions of Environmental sustainability in the workplace

Respect for competition law regulations.

2 List 3 types of policies and procedures commonly used in a hospitality business:

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HR professionals is responsible for ensuring staff follows policies and procedures.

✔ Satisfactory  Not Satisfactory (Comments)

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Five Negotiation Conflict Resolution Strategies

Avoiding, Accommodating, Compromising, Competing. Collaborating.

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Comments if the answer is not satisfactory

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Assessment Outcome – Assessment 1

Student name navrit saini

Assessor Name: Syed Haider

Assessor Signature: SH Date: _______/_______/_______

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Assessor Signature: SH Date: ___/_/_____

Assessor Signature: Date: ___/_/_____

Assessor Signature: Date: ___/_/_____

Student Signature: navrit saini Date: ___/_/_____

Assessor Signature: Date: ___/_/_____