UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE

STUDENT NAME: SRIKANTH CHILUKURI

STUDENT NUMBER: JLC171301

Assessment Task 1: Written questions

QUESTION 1
a) Three ways a manager/supervisor/team leader might identify a quality problem or issue with a
product or service in their workplace are:
1. Visually
2. Listening
3. Checking on product and services being provided to internal or external customers

b) The six steps in an accepted problem-solving model are:

1. Problem
2. Check the rules
3. Possible alternative solution
4. Check the process
5. Evaluate solutions
6. Check the problem again

c) Five examples of workplace problems that have an operational and/or customer service impact
are:
1. Delay and time waiting difficulties
2. Difficult customers
3. Equipment breaks down
4. Delivery delayed
5. Supplier didn’t give good quality products

QUESTION 2
a) Three strategies managers/supervisors/team leaders can use to optimise the chance of finding
out from colleagues about ways to improve workplace efficiency and service levels are:

1. Productive seeking out relevant information

2. Meeting continuous improvement
3. Share personal experience

b) Three ways managers/supervisors/team leaders can monitor efficiency and service levels
through a service session are:
1. Listening
2. Observation
3. Visual
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

QUESTION 3
Three ways a supervisor/team leader can provide staff and managers with information that could help
with their future planning for the business are:

1. Writing advices
2. Formal presentation
3. Verbal advices
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

QUESTION 4
Managers/supervisors/team leaders can ensure their day-to-day workplace activities assist the business
achieve its organisational goals by:
Productive seeking out relevant information
Meeting continuous improvement
Share personal experience

QUESTION 5
Three ways supervisors can learn about current and emerging trends which might present opportunities
for their business/department/team are:

1. Visit industry competitors

2. Read journalism
3. Read magazine

QUESTION 6
Outline one staff development consideration for each of the following:

a) A change in job responsibilities

Make sure the skills met the job responsibilities

b) Arranging external training and professional development.

In order to increase the profit of organization employee should more skill full for that training
needed.

c) The team member has been promoted into a new position.

New member need to be more trained he should know his responsibilities.

d) Arranging internal training and professional development.

To make employee skill full

e) Providing opportunities for greater autonomy or responsibility.

More responsibilities lead to effective run the business.
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

QUESTION 7
Describe three important things to consider when delegating tasks to team members.
When delegating tasks to team members the following could be taken into consideration?
1) Clear communication – to delegate the task correctly information needs to be clear
2) Provide all information needed
3) Skills of the person we are delegating to
Ask question to make sure the delegated person has understood

QUESTION 8
Read the case study and answer the following questions.

Jeff is the manager at Evolutions Restaurant, an up-market dining space in one of the Marino gaming
complexes.
The room has a reputation for fine food and drinks at competitive prices but is especially known for its super-
fast service enabling players to return to their gaming machines or tables quickly. Orders are currently taken
person-by-person at the table by waiters and then taken to the kitchen by hand where they are given to the
Head Chef at the Pass.
Both management and guests appreciate this aspect of the dining room and market research has
consistently shown this is the main reason people come to the room to eat. Evolutions is open 18 hours
every day, seven-days-a-week.
Jeff knows the value of good staff in maintaining the room’s reputation and constantly monitors their work to
evaluate their performance so issues can be readily detected and addressed.
He is about to enter a team meeting he has organised as a result of monitoring which has indicated service
times have slowed, guest waiting times have increased, customer complaints about slow service have spiked
and patronage and revenue is starting to decline.
Jeff mentioned his concerns to several of the staff and they told him the answer was to hire more waiters, but
his budget simply will not accommodate this suggestion.
Jeff hopes his team meeting will help resolve the issue.

a) Jeff has data indicating that a problem with service and waiting times exists. Give four examples
of the monitoring he might have done to obtain this data to become aware of the issue.
a) Jeff could have:
Staff feedback review
Client feedback review
Complaint review
Sales results

b) How might Jeff have determined there was a decline in sales and patron numbers?

By checking the current sales result versus past sales results during same period or same
weekday

c) What are three techniques Jeff might use to share the information he has about the looming
problem?
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

1. Meeting
2. Email
3. Coaching sessions

d) Identify three pieces of information about the issue Jeff could/should share with the team.
1. Customers complaints
2. Sales results vs. budgeted
3. Staff feedbacks
f) How might Jeff challenge the suggestion that all he needs to do to improve things is hire more
staff?

Jeff should be honest with staff members; he should explain that at the moment the budget does not
cover for additional staff and if the sales continue to decrease will not be any possibility also in the
future. Jeff should engage with his team and lead by example in order to recover the recent slowdown
faced. As last Jeff could use the rewarding techniques where upon increase of performances staff
members will be rewarded

g) What are three examples of critical thinking techniques Jeff could suggest to his team to encourage
them to generate fresh ideas to address the identified problematic situation?
1. Brainstorming sessions
2. Identify inconsistencies and errors in reasoning
3. Reflect on the justification of their own assumptions, beliefs and values

g) List three actions Jeff could take to support individual staff members to improve their service
times.
1. Encourage team
2. Communication
3. Lead by example
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

QUESTION 9
a) Name five things that determine the overall planning and organisation of work in different sectors of
the hospitality industry?

1. Number of staff
2. Opening hours
3. Number of Department
4. Number of bookings
5. Legislation requirements

b) For each of the following services name three factors that influence the way work needs to be
organised/planned for the upcoming session:
Housekeeping

1) Service done signature sheet

2) Number of rooms serviced
3) Number of bookings

Front office

1) Data entry completed

2) Number of requests received
3) Number of booking received

Kitchen
1) Number of guests
2) Food storage level
3) Menu specials

Dining room

1) Number of guests
2) Number of bookings
3) Room preparation

QUESTION 10
a) Describe the leadership and management roles applicable to your hospitality industry sector.
Restaurant Managers oversee the daily operations of a restaurant location. Their responsibilities
include hiring and training staff, coordinating employee schedules, and ensuring company
protocols are being followed. They also plan menus, order supplies, manage budgets and
resolve customer complaints among. The Restaurant Manager is the liaison between the
restaurant employees and the corporate headquarters or owners. They must submit reports,
meet revenue goals and offer advice for how to run the business most effectively.
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

a) What are the roles and functions of a supervisor?

 Screening, interviewing, hiring, and training restaurant staff.

 Managing restaurant staff's work schedules.
 Overseeing food preparation, presentation, and storage to ensure compliance with food health
and safety regulations.
 Checking in on dining customers to enquire about food quality and service.
 Conducting regular inspections of the restaurant kitchen to determine whether proper standards
of hygiene and sanitation are maintained.
 Monitoring inventory and ensuring that all food supplies and other restaurant essentials are
adequately stocked.
 Monitoring the restaurant’s cash flow and settling outstanding bills.
 Reviewing customer surveys to develop and implement ways to improve customer service.

QUESTION 11
a) What is the difference between a ‘programmed’ decision and a ‘non-programmed’ decision?

Programmed decisions have a plan and a procedure that need to followed (additionally sometimes a
contingency plan to the decision). A non-programmed decision is happening when something as an
unforeseen issue occur and prompt action is required thus there is a very short time to think and then
implement the decision.

b) Three ways “programmed” decisions help resolve typical workplace issues are:
1. There is time to monitor, review and implement
2. All aspect can be evaluated
3. Different ideas can be discussed

QUESTION 12
a) As a manager list two industrial/legislative issues that affect how you plan/organise work for
employees.
WHS act 2011
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

- AS/NZS ISO 31000: 2009

Such as all staff are to follow the requirements of WorkSafe Victoria mainly the Occupational H
Health and Safety Act 2004 (OHS Act) which is the main workplace health and safety law in
Victoria.

b) Describe three workplace health and safety procedures that a manager must ensure are in place
and being implemented to protect the health and safety of all employees

All employees to wear PPE

1) Anti-discrimination procedure – how to make sure diversity culture is within the team
2) Complaint procedure – how to handle or communicate and escalate a complaint
3) Risk assessment procedure – how to foresee, assess and report a risk

QUESTION 13
As the manager/supervisor or team leader in hospitality services, it is important that you are aware of
specific service information relevant to customers. List five important facilities/promotions/service
options that all employees must be aware of to inform customers:

Special on food
- Packages (hotels, resorts, etc.)
- SPA deals
- Room services
- Special events organized
- Vegan/vegetarian food availability
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

QUESTION 14
What are six things you can do to act as a positive role model for people you lead and manage?

1. Ethical behaviour
2. Respect others
3. Lead by example
4. Effective communication
5. Listen
6. Provide feedbacks timely

QUESTION 15
What are six things you can do to show support for and commitment to organisational goals when
leading and managing people?

1. Communication
2. Meeting
3. Provide help
4. Training
5. Buddy
6. Coaching
7. Mentoring

QUESTION 16
What are six ways a workplace leader can treat people/workers with integrity, respect and/or empathy?

1. Be polite
2. Respect diversity
3. Listen
4. Ask for feedback
5. Respect others
6. Provide help

QUESTION 17
Give five examples of plans and objectives that may need to be communicated to teams.

1. Sales objectives
2. Reduce number of complaints
3. Operational plans
4. Policy and procedure implementation
5. Continuous improvement implementation

QUESTION 18
a) What are three innovative approaches work teams might be encouraged to take by team leaders?
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

1. Open thinking
2. Take responsibility
3. Be accountable

b) Describe three ways team leaders might encourage teams to develop innovative approaches at
work?
1. Give responsibilities
2. Be clear
3. Reward staff

QUESTION 19
Describe three ways in which leaders/supervisors can model and encourage open and supportive
communication within their teams.
1. Acknowledge that employees' views are important. – encourage employees to give input talking
actively to them
2. Ask and acknowledge employees for input. – ask for ideas, feedbacks and tell them that as a
manger you have received them
3. Engage employees on a personal level. – be friendly to make the staff open more towards
communication
QUESTION 20
a) What are six examples of information that team leaders should seek from the wider organisation to
share with their teams?

1. Future Changes
2. Training needs
3. Company goals
4. Company expectations
5. Company policy and procedure
6. Change management

b) Describe three ways team leaders/supervisors might obtain information from the wider organisation to
share with their teams.

1. Board meetings
2. Monthly reports
3. Emails
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

b) What are three ways team leaders/supervisors might share information from the wider organisation
with their teams?

1. One to one Meetings

2. Emails
3. Team meeting

c) Give two examples of how team leader/supervisors might represent the team and communicate their
interests, needs and ideas to the wider environment

1. During a meeting explaining the team needs, thoughts and wants, supporting the ides with data
2. Via email by sending a detailed report of the requirements and needs outlining the data.
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

QUESTION 21
a) What are three things team leaders/supervisors should seek feedback from their teams about as part
of developing team commitment and cooperation?

1. Team relationships
2. Company support
3. Need and wants of the team and personal

b) What are three keys to seeking feedback from teams as part of developing team commitment and
cooperation?

1. Communication
2. Meetings
3. Training

QUESTION 22
List two benefits of using presenting awards to reward good performance/ achievement of individual staff.

1. Encouraging staff to do more

2. Inspiration

QUESTION 23
What are three ways a team leader/supervisor might provide recognition and reward for team
achievements?
.

1. Public recognition
2. Encouragement
3. Promotion

QUESTION 24
a) What is the name given to the leadership style that expects workers to follow the rules, display a
formal work attitude and respect the chain-of-command?

The name of the style required in question is: Authoritative style

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

4 types:
1. Bureaucratic leadership
2. “Laissez faire” style of leadership
3. Autocratic leadership is the leadership
4. “Democratic” style of leadership

a) Bureaucratic leadership is leadership based upon fixed official duties under a hierarchy of authority,
applying a system of rules for management and decision-making. This style of leadership can be
advantageous in highly regulated lines of business, and it can be an efficient management style in
companies that don't require much creativity or innovation from employees

b) Briefly describe the ‘laissez faire’ style of leadership.

Employees of laissez-faire leaders have a high degree of autonomy. Leaders maintain a hands-off
approach to managing workers, providing them with the tools they need to do their job without being
directly involved in decision-making processes, daily tasks, and responsibilities. This type of leadership
can have consequences when the leader is uninvolved or takes a passive approach to working with
employees who need more guidance. It can also lead to a lack of unity and cohesion in a group or team,
and projects may fall off track without strong oversight.

c) What is the name given to the leadership style that is an authoritarian style based on telling
employees what to do using threats and punishments to achieve results?
The name of the style required in question is: Autocratic style

d) Briefly describe the ‘democratic’ style of leadership.

Democratic leaders emphasize equality and encourage discussion and a flow of ideas. Democratic tends
to be an effective leadership style and has a number of benefits. It encourages creativity, emphasizes
fairness, and values intelligence and honesty

QUESTION 25
What are six characteristics of effective leadership?

1. Ability to Influence Others

2. Transparency
3. Encourage Risk-Taking
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

4. Innovation
5. Value Ethics
6. Integrity

QUESTION 26
a) Describe six characteristics of effective teams.

1. A Common Goal. Successful teamwork is the ability to work together toward a common vision
2. - Open Communication – transparency in communication and it is also effective
3. - Team Roles – roles and responsibilities are set and respected
4. - Time Management – time is well managed
5. - Practical Problem Solving – problem solving is followed and has a procedure
a. Bonding – relationships are real

b) What are four roles and attributes of effective team members?

1. Be flexible
2. Be reliable and responsible
3. Actively listen
4. What are five common potential team problems?

c) What are five practical ways to improve workplace team dynamics?

1. Tackle problems quickly with good feedback
2. Define roles and responsibilities
3. Break down barriers
4. Focus on communication
5. Pay attention
d) Describe the benefits of effective teamwork.

1. Fosters Creativity and Learning. Creativity thrives when people work together on a tea. ...
2. Blends Complementary Strengths – working together positively bring skills working together
achieving goals
3. Builds Trust- Teaches Conflict Resolution Skills – cohesion and team effectiveness most of the
time avoid disputes
4. Promotes a Wider Sense of Ownership- Encourages Healthy Risk-Taking
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

QUESTION 27
How does motivation assist when leading and managing people?

Motivation is a goal-oriented characteristic that helps a person achieve his or her objectives. It
encourages an individual to work hard at achieving his or her goals. The desired leadership traits will
assist management to influence motivation of employees because a role model is what most of the time
staff see in the manager or leader and they tend to follow the lead emulating the behaviour.

QUESTION 28
a) Briefly explain Maslow’s Hierarchy of needs motivation theory.

Maslow proposed that motivation is the result of a person's attempt at fulfilling five basic needs:
physiological, safety, social, esteem and self-actualization. According to Maslow, these needs can create
internal pressures that can influence a person's behaviour.

b) What are the three categories identified by Alderfer’s ERG theory of motivation?

1. Existence Needs
Include all material and physiological desires (e.g., food, water, air, clothing, safety, physical love
and affection).Maslow's first two levels.
2. Relatedness Needs
Encompass social and external esteem; relationships with significant others like family, friends, co-
workers and employers. This also means to be recognized and feel secure as part of a group or
family. Maslow's third and fourth levels.
3. Growth Needs
Internal esteem and self-actualization; these impel a person to make creative or productive effects
on himself and the environment (e.g., to progress toward one's ideal self). Maslow's fourth and fifth
levels. This includes desires to be creative and productive, and to complete meaningful tasks

c) Herzberg developed the ‘Two factor theory of motivation’: what are the two factors?

Su Herzberg's Motivation Two Factor Theory provides two factors that affect motivation in the
workplace. These factors are hygiene factors and motivating factors. Hygiene factors will cause an
employee to work less if not present. Motivating factors will encourage an employee to work harder if
present. ch as 1. Hygiene factors …. Etc Explain
UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

QUESTION 29
Outline two factors a manager of a restaurant should consider when informing staff of plans to
implement new cash registers.

1. Complete awareness on new register

2. Training

QUESTION 30
Outline how developments in training methodologies should be considered when training restaurant staff.

1) on board employees effectively

2) select fit candidates
3) Proper training

QUESTION 31
Outline two factors to be considered by a manager when implementing changes to expectations, roles
and responsibilities of team members in policies and procedures.
1) Define new policies
2) Create awareness

QUESTION 32
Provide one example of why it’s important to inform new team members on job roles, responsibilities and
expectations for each of the following:
a) importance of adhering to restaurant policies and procedures

1) to maintain the standards

2) avoid conflicts

b) Practices for cooperative and open communication

Communication is the best practice to do day to day operations done effectively .

c) Nature and scope of work for their job role

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE
STUDENT NAME: SRIKANTH CHILUKURI
STUDENT NUMBER: JLC171301

To provide clear objectives on jobs and responsibilities.

d) Interdependent areas of activity within the restaurant

1) Focus on work
2) Improve skills

e) Importance of effective relationships with others in the workplace

1 ) target achieving
2) Effective business

f) Reporting requirement for their job role

Reporting sheets.

What do I need to hand in for this task? Have I completed this?

Your answers to all questions 