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SITXHRM003 Lead and Manage People Answers
SITXHRM003 Lead and Manage People Answers
Assessment 1
(1) List 5 roles and functions performed by supervisors and managers:
(2) Match the leadership style on the left to the description on the right:
Authoritarian autocratic leadership 2 1.Gives guidance to the team, but also seek
their input and opinions when making
Participativeordemocratic1Laissez-fairestyle 3 decisions.
2.Involves somebody speaking from a position
Laissez-faire style 1 of power and exercising tight control over their
subordinates.
Transactional leadership 5 3.Involves giving people a job and a possible
direction and letting them do it themselves.
Transformational leadership 6 4.Involves modifying your style of leadership to
suit the particular situation.
Situational leadership 4 5.Involves setting out clear goals and
objectives, along with the corresponding
rewards and punishment.
6.The leader will offer some kind of personal
transformation to the follower
1.Proactivity
2.Tolerance
3.Positivity
4.Communication
(4) List the 3 individual job roles of members in YOUR team and describe what each role does.
1.Poor communication
2.Weak leadership
3.disorganization
4.disunited team
(6) What actions can you take to prevent this situation from happening again in the future?
Group dynamics deals with the attitudes and behavioural patterns of a group. Group dynamics
concern how groups are formed, what is their structure and which processes are followed in their
functioning. Thus, it is concerned with the interactions and forces operating between groups.
1.Good environment
2.Better results
3.The team works faster
4.Knowledge being shared between the team
5.People helping each other
6.Working together to solve problems
(8) As a leader, the most important part of being a leader is setting a good example. Why is
this?
Leadership is a process by which one individual influences the behaviours, attitudes and thoughts
of others. So, it is a kind of setting standards for others
(9) List 3 ways you can act to send a positive message to your team as a leader:
Leading by action
Setting standards by examples
Ethics
Managers just do not go out and haphazardly perform their responsibilities. Good managers
discover how to master five basic functions i.e. planning, organizing, staffing , leading and
controlling
(11) Why must you show your staff that you support the business goals?
(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.
(13) If you don’t treat people with respect (for example use fear and threats) this can have a
negative effect 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,
(14) Fill in the following gaps
There are 3 types of goals you need to set, they are;
(15) List 3methods you could use to help your team to monitor the progress of meeting goals:
(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.
(17) Why is setting a KPI of ‘increased sales’ a bad KPI for helping your team achieve business
goals?
KPI 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
(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 offers and
specials
2. Social network marketing and special offers
3. Digital menu boards to show offers and specials
4. Point of sales systems with handheld terminals
(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 them:
Method of communication
Whom to report
Consultation procedure
Time frame
(20) How can encouraging open communication and innovative thinking help your team meet
goals?
When we open communication, we can allow staff to creative may help us as manager to achieve
the goals quickly
(21) List 3 innovations in the hospitality industry, that you may discuss with your team:
Employees respond to appreciation expressed through recognition of their good work because it
confirms their work is valued by others. When employees and their work are valued, their
satisfaction and productivity rise, and they are motivated to maintain or improve their good work.
Praise
Gift Cards
Showcasing
(24) List 3 benefits of communicating with your staff and involving them in making decisions.
1. The staff feel they are a valued part of the team. When staff are involved in the decision
making, they feel that people in ownership and management positions value them as a
significant contributor to the team’s success. When people feel valued, they will usually
raise their level of effort and commitment to ensure the department’s or company’s
success.
2. The staff are able to make better day-to-day decisions because they have accurate
information regarding the direction of the company or department. Managers and
supervisors who do not share information or involve staff in the decision making are
usually the same people who complain that staff are unable to make good decisions.
3. The staff feel a stronger bond of responsibility for making the decision
(25) List 3 ways to show your employees that you support and value open communication within
the team.
(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
(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
focussing their energies on the required tasks. This requires you to communicate with them
openly on all issues affecting their work.
(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 organization. Whatever the team does is your responsibility.
(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
(30) Finish this sentence. If the employee has done a good job, then the feedback should be......
If the employee has done a good job, then the feedback should be positive
(31) Finish this sentence. If you need to provide criticism to an employee, then the feedback
should be......
If you need to provide criticism to an employee, then the feedback should be constructive
They are afraid that someone else might do the task more effectively
They may truly believe that they are the only ones who really know how to do the task well
They see the task as a key part of their authority or status
(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.
(35) Why is it important to make an effort to develop individuals within your team?
(36) List 3 ways you can help individuals develop within a team
(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?
A Key Performance Indicator (KPI) is a measurable value that demonstrates how effectively a
company is achieving key business objectives. Organizations use KPIs to evaluate their success at
reaching targets.
(38) KPIs should conform to the SMART principle. What does S.M.A.R.T. stand for?
(39) How often should you provide coaching or mentoring to your team?
(40) List 2 aspects which can affect how much coaching or mentoring a person may need.
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-by-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
(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 than money
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.
1. Some managers use staff initiatives to motivate and reward staff, these may include vouchers,
time off, food and drink offers.
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
How you will measure this KPI? We will control it with the number of the sales register in our
Over what time frame? system in each 3 months.
How you will measure this KPI? With our feedback’s information in our page on Facebook and
Over what time frame? the questionnaire in our restaurant; In 9 months
How you will measure this KPI? All waiter must check the cleanliness of glassware/crockery
Over what time frame? before to give to the client. Daily.
1. New or innovative approaches to meet the KPIs
What could prevent you (organizational constraints) from implementing these new techniques?
What needs to be considered?
We believe that with techniques we can improve our reputation in social media and reduce our
complains providing a better service for our client. We need to consider that our staff are the key
point for implement these new techniques, so we must involve them in all process.
What will you do if you identify that staff members struggle or do not achieve the set targets? Think
about the technique you would use to find where the problem lies, who you would communicate
with and the steps involved in finding a solution.
If staff member/members are struggling to achieve the set targets then a refresher course of
additional training as well as increased level of communication, support and encouragement can be
helpful to achieve the targets. Also, if there is a need to provide more resources to the staff to
achieve the targets then it should be arranged a soon as possible to help the staff member achieve a
collective goal
4. Methods of communication.
What methods of communication will you use to communicate the KPIs to your team?
Methods of communication:
Staff meetings.
Emails.
Noticeboards.
Informal discussions.
One-one interviews.
Brains storming sessions.
Debriefing sessions.
Online portals.
Part B
a. Set Job Responsibilities and Tasks
c. Employee Feedback
As a manager always leave the door of your The staff are always welcome to get in any time
office open
Never do a criticism in front of other staff When you have a poor performance, call the
employee, and have a private conversation and
try to understand what is going on, never
expose for others.
d. Professional Development
g. Delegating tasks
Assessment 3
Criteria for Acceptable Performance Service Instances – Details
You will be observed monitoring individual or team performance demonstrating at least 4 of the
following leadership and management roles: (Select 4)
decision making
delegation of tasks
information provision
provision of feedback
motivation through recognition and rewards
planning and organising
When we are organizing a function, we must look after all the things. If we find any mistake in that we
must solve it as soon as possible or make sure it will not happen in the upcoming project. We should
always try to do things in a simple way and focus that everyone doing their tasks properly
Effective communication is about more than just exchanging information. It's about understanding the
emotion and intentions behind the information. As well as being able to clearly convey a message, we need to
also listen in a way that gains the full meaning of what is being said and makes the other person feel heard
and understood. Overall, between me & individual team members the communication impact was good as we
had expected
c. How effective was the allocation and delegation of tasks to individuals and the team overall?
What were the shortfalls or weaknesses you have identified, and which actions will you take to
Overcome these?
Since jobs are generally divided according to the abilities of staff there was not much hassle to get done job.
However, some weakness in serving time was appeared because of new staff such as (plating,
presentation). I have realized that lack of self-confidence on new staff could be the reason for it. So, I will
have to coach and teach them properly before the period of events to tackle such problems.
After the function I have reported to my manager regarding what went wrong or what was good while
getting job done. I have pointed out some necessary thing as well to not let happened this thing again in our
upcoming project.
e. What feedback have you received from individuals, and the team overall?
Like I have mentioned earlier, the entire team member was happy to get their assigned task except few
mistakes. The entire team member has realized and committed that we will not repeat such mistake again,
which was appreciable.
f. How have you used feedback received and in which instances? How will you use feedback received for
future services as part of continuous improvement?
Since feedback is the cheapest, most powerful, yet, most underused management tool that we have at our
workplace. It helps us to get on track and serves as a guide to assist people to know how they and others
perceive their performance. I’ll take all the feedback as a highly motivating and energizing. It has strong
links to employee satisfaction and productivity, which will leave the positive impact for our future services.