Assessment Cover Sheet: Student Must Fill This Section

Training for Knowledge & Livelihood (TKL college)
ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M
Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602
Email: Info@tkl.edu.au www.tkl.edu.au
Assessment cover sheet

Unit Code / Title SITXHRM003/ LEAD AND MANAGE PEOPLE
Qualification Code /
SITXHRM003/ LEAD AND MANAGE PEOPLE
Title:
4th dec
Due Date :
Student Must Fill this Section

Student Name: S210238
Student ID: Term: Year: 2022
Sabin Timalsina
2
Privacy Release “I give my permission for my assessment material to be used in the
Clause: auditing, assessment validation & moderation Process”.
“I declare that:
 The material I have submitted is my own work;
Authenticity
 I have given references for all sources of information that are
Declaration:
not my own, including the words, ideas and images of
others”.
Student Signature: Sabin Date: 2022/11/30
Assessment Outcome
Assessor Name:
Not Yet Assessor

Attempt and Tasks Satisfactory Date
Satisfactory Signature
Initial attempt  
Re- attempt/Re-
assessment  
Task 1  
Task 2  
Task 3  
Task 4  
SITXHRM003 Assessment v1.1 @2020 RTO Works 1

Assessor Feedback to Students
Assessment Outcome: Competent Not yet Competent
Assessor Name:
Assessor Signature:

Information for Student:

 This assessment is to be completed according to the instructions given below in this document.
 Should you not answer the tasks correctly, you will be given feedback on the results and gaps in
knowledge. You will be entitled to one (1) resubmit in showing your competence with this unit.
 If you are not sure about any aspect of this assessment, please ask for clarification from your
assessor.
 Please refer to the College re-submission and re-sit policy for more information.
 If you have questions and other concerns that may affect your performance in the Assessment,
please inform the assessor immediately.
 This is an Open book assessment which you will do in your own time but complete in the time
designated by your assessor. Remember, that it must be your own work and if you use other
sources then you must reference these appropriately.
 This is Individual Assessments. Once you have completed the assessment, please upload the
softcopy of the Assessment into TKL Moodle.
 TKL uses Turnitin – Plagiarism detection software which is embedded with TKL Moodle. Any
Plagiarism will result in a mark of not yet competent.

Re-assessment of Result & Academic Appeal procedures:
If a student is not happy with his/ her results, that student may appeal against their grade via a written
letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after
completion of the subject and within fourteen days of commencement of the new term.
Re-assessment Process:
 An appeal in writing is made to the Academic Manager providing reasons for re-assessment
/appeal.
 Academic Manager will delegate another member to review the assessment.
 The student will be advised of the review result done by another assessor.
 If the student is still not satisfied and further challenges the decision, then a review panel is
formed comprising the lecturer/trainer in charge and the Academic Manager or if need be an
external assessor.
 The Institute will advise the student within 14 days from the submission date of the appeal. The
decision of the panel will be deemed to be final.
 If the student is still not satisfied with the result, he / she has the right to seek independent
advice or follow external mediation option with nominated mediation agency.
 Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-
enrol in that subject.
The cost of reassessment will be borne by the Institute. The external assessor will base his/her
judgement based on principles of assessment. These principles require assessment to be reliable, fair,
practical and valid.
Academic Appeals:
 If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal
through academic appeals handling protocol.
 To appeal a decision, the person is required to complete the TKL- Request for Appeal of a
Decision form with all other supporting documents, if any. This form is available via our
website. The completed Request for Appeal form is to be submitted to the Student Support
Officer either in hard copy or electronically via the following contact details:
Student Support Officer, TKL College Suite 707, Level 7 159-175 Church Street, Westfield
Shopping Centre, Parramatta, NSW 2150 , Email: info@tkl.edu.au
 The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted
within seven days of notification of the outcome of the re-evaluation process.
 If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in
the unit.
 In emergency circumstances, such as in cases of serious illness or injury, you must forward a
medical certificate in support of a deferred appeal. The notice of appeal must be made within
three working days of the concluding date shown on the medical certificate.
 The decision of Chief Executive Officer will be final.
 Student would then have the right to pursue the claim through an independent external body as
detailed in the students’ complaint / grievance policy.
Plagiarism:

Plagiarism means to take and use another person's ideas and or manner of expressing them and to pass
them off as your own by failing to give appropriate acknowledgement. This includes material sourced from
the internet, RTO staff, other students, and from published and unpublished work.
Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being used, which
includes:
• Paraphrasing and presenting work or ideas without a reference
• Copying work either in whole or in part
• Presenting designs, codes or images as your own work
• Using phrases and passages verbatim without quotation marks or referencing the author or web
page
• Reproducing lecture notes without proper acknowledgement.
Collusion:
Collusion means unauthorised collaboration on assessable work (written, oral or practical) with other
people. This occurs when a student presents group work as their own or as the work of someone else.
Collusion may be with another RTO student or with individuals or student’s external to the RTO. This applies
to work assessed by any educational and training body in Australia or overseas.
Collusion occurs when you work without the authorisation of the teaching staff to:
• Work with one or more people to prepare and produce work
• Allow others to copy your work or share your answer to an assessment task
• Allow someone else to write or edit your work (without rto approval)
• Write or edit work for another student
• Offer to complete work or seek payment for completing academic work for other students.
Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion and academic
misconduct in group work please refer to the RTO’s policy on Academic integrity, plagiarism and collusion.
Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students who engage
in plagiarism and collusion as outlined in RTO’s policy.
Proven involvement in plagiarism or collusion may be recorded on students’ academic file and could lead to
disciplinary
Assessment Requirements
You are required to complete and pass every task in the assessment in order to be deemed
competent.
Assessment Schedule
Task Due Date Student Trainer Signature Comments

Signature
Task 1- 4 Week 2

Introduction
Welcome to the Student Assessment Tasks for SITXHRM003 Lead and manage people. These
tasks have been designed to help you demonstrate the skills and knowledge that you have learnt
during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide
provides important information for you relating to completing assessment successfully.
Assessment for this unit

SITXHRM003 Lead and manage people describes the performance outcomes, skills and
knowledge required to lead and manage people including in teams and support and encourage
their commitment to the organisation. It requires the ability to lead by example and manage
performance through effective leadership.
For you to be assessed as competent, you must successfully complete four assessment tasks:
 Assessment Task 1: Knowledge questions – You must answer all questions correctly.
 Assessment Task 2: Team planning meeting – You are required to conduct a team meeting
involving brainstorm to develop ideas for the case study business.
 Assessment Task 3: Team work plan project – You are required to develop a team work plan
from the notes you took in the previous activity and conduct a training session for a team
member.
 Assessment Task 4: Reward and recognition project – You are required to research and report
on reward and recognition schemes that can be implemented for the case study business.
Preparing for assessment

Please read through all of the assessment tasks and related documents carefully before you get
started. Ensure that you have everything that you need and seek clarification from your trainer,
assessor or workplace supervisor if you have any questions.
Supporting resources: Supporting resources include templates, journals, workbooks and

portfolios which can be used to support you in providing evidence of your competence. Your
assessor will provide you with these documents before you begin your assessment tasks. For
this unit, the supporting resources comprise:
 Team Work Plan Template (Assessment Task 2)
 Team Work Plan Template (Assessment Task 3)

Once you have read through the assessment tasks and are satisfied that you are clear on the
requirements and submission dates, complete and sign a Student Assessment Agreement. Your
assessor will countersign the agreement and keep it on file. You will find a Student Assessment
Agreement in Appendix B of your Hospitality Works Student User Guide or your RTO will provide
you with one.
Remember to check your Hospitality Works Student User Guide for information about:
 submitting assessments  re-assessment guidelines
 assessment appeals  responding to written questions.

Assessment Task 1: Knowledge questions
Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:
 review the advice to students regarding answering knowledge questions in the Hospitality
Works Student User Guide
 comply with the due date for assessment which your assessor will provide
 adhere with your RTO’s submission guidelines
 answer all questions completely and correctly
 submit work which is original and, where necessary, properly referenced
 submit a completed cover sheet with your work
 avoid sharing your answers with other students.
Assessment information
Information about how you should complete this assessment can be found in Appendix A of the
Hospitality Works Student User Guide. Refer to the appendix for information on:
 where this task should be completed
 the maximum time allowed for completing this assessment task
 whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A template is
provided in Appendix C of the Student User Guide. However, if your RTO has provided you with an
assessment cover sheet, please ensure that you use that.

Questions
1. Describe the importance of each of the following tasks completed by supervisors and
managers. Provide a specific example for each.
a. Decision making
Making decisions is crucial since it allows you to select from a variety of possibilities.
Before making a choice, it is important to acquire all the information available and consider
the advantages and disadvantages. It is vital to concentrate on actions that can assist in
making the best judgments.
b. Delegating tasks
Delegating is essential for leaders because they cannot and should not perform all tasks
independently. Your staff will be more empowered by delegation, and it will also foster
trust and professional growth. Additionally, it teaches leaders how to recognize those who
are best equipped to take on particular jobs.
c. Monitoring staff
Employees tend to be more focused and less distracted in their work, which boosts the
overall productivity of the company, when they are aware that management is watching
over their performance and behaviours as well as what they do with their time.
d. Planning and organising

Planning ahead and organizing your work will help you do it accurately and with fewer
mistakes. Planning ahead and organizing your work will increase your efficiency and
productivity. You can achieve significant goals and objectives by being organized and
creating effective plans.
2. For each of the following information, explain why it is important for supervisors and managers
to provide this to staff.
a. organisation performance
Increasing productivity: Through holding team members more accountable to customers,
teamwork can increase productivity by making better use of employees. It enables
workers to take on a larger variety of tasks within the company.
b. changes in organisational policies

Organizational adjustments are required for businesses to thrive and expand. The
successful adoption and utilization of change within the organization is driven by change
management. Employees are able to comprehend the shift, commit to it, and perform well
while working it.
c. marketing information and targets
Marketing targeting benefits both brands and customers. It enhances audience
experiences and marketing techniques, increases brand recognition and loyalty, and even
results in better goods and services. Target marketing also makes it simpler for firms to
connect with consumers in a real, meaningful, and private way.
d. overall organisational objectives
Goals support a company's mission, promote corporate expansion, and help it meet
financial objectives. A corporation can monitor its progress and identify the tasks that need
to be addressed to achieve those business goals by setting specific organizational goals.
e. plans for new equipment
Planning ahead increases the likelihood that any project will be successful, from the
proposal and granting of the bid to the delivery and setup of the equipment. No matter
your organization's size, pre-planning can help you get from the early stages of structural
planning and financial analysis to a successful go-live execution.
f. rationale for management decisions
For the purposes of decision-making and information retention, a decision justification is
created to concisely express the factors that lead to a decision.
g. technology updates
Giving your staff the appropriate kind of modern technology aids in their ability to perform
proficiently and productively, according to a Small Business Chronicle article on
technology in the workplace. It can be challenging for business owners to avoid feeling out
of the loop or behind because technology is developing so quickly.
h. training developments
Training and development aid businesses in attracting and keeping top personnel,
boosting morale and job satisfaction, enhancing productivity, and increasing profits.
Businesses with engaged, committed workers also experience 41% reduced absence
rates and 17% higher productivity.
3. Explain the importance of the following in relation to being part of a work team.
a. adhering to policies and procedures
Employees that adhere to procedures complete work appropriately and offer reliable
customer service. This raises the caliber of the goods and services provided by your
company. enhancing the reputation of your business in the process. Employees can take
satisfaction in their work since they know they are performing their duties.

b. cooperative and open communication

When the sender and receiver exchange all the information required for both of them to
finish the duties entrusted to them, open communication has taken place. There are no
secrets or falsehoods in the information. Effective communication makes it easier to have
open communication.
c. understanding the nature and scope of work
The type of work a person does is the best way to describe the nature of his or her
profession. This can be used to describe both routine everyday works performed as part of
a job and other non-routine chores that may be necessary.
d. forming relationships with others in the workplace and understanding interdependent
areas of activity
Trust, respect, self-awareness, inclusion, and open communication are essential for a
productive working environment. Let's investigate each of these qualities. Trust: You can
be open and honest in your ideas and actions when you trust your team members.
Furthermore, you are not required to waste time or effort "watching your back."
e. understanding reporting requirements
Information and data that businesses must provide to government bodies are referred to
as reporting requirements. Any insurance company over a particular size must follow the
rules for reporting.
4. Explain how each of the following can assist in developing individuals at work.
a. change in job responsibilities
A change in staff responsibilities must be deemed "fair" in light of their position's
requirements. Changes that are "unreasonable" and overly extreme may be interpreted as
redundancies or terminations. Usually, reasonable alterations are ones that don't change
the central idea.
b. external training and professional development
"Open programs," in which some of your workers participate in training that has been
advertised, and "closed" programs, in which you commission training to be provided only
for your staff, are examples of external training.
c. formal promotion
They are made up of various parts. A comprehensive promotion policy that outlines the
standards the company uses to determine promotions is provided to employees.
According to a job posting policy, the company will publicize open positions and their
qualifications and send these to all employees.
d. internal training and professional development

Internal training refers to the practice of learning and development professionals imparting
knowledge to students within a company. Instead of referring to institutes of higher
learning, it discusses commercial operations and corporate learning.
e. opportunity for greater autonomy or responsibility
 allowing staff to choose their own timetable.
 allowing workers to establish due dates.
 allowing staff to create their own procedures.
 Requesting suggestions for the organization's objectives.
 letting workers choose their place of employment.
 allowing workers to pick their own benefits.
5. Describe the key features of the following leadership styles:

a. Laissez-Faire
Laissez-faire refers to a policy of minimal government meddling in the financial issues of
people and society. The Physiocrat economists, who were influential in France from
roughly 1756 to 1778, are typically linked to the laissez-faire philosophy. Laissez-faire
translates to "let to do" in French.
b. Autocratic
Leaders who have total control over others are frequently referred to as autocratic or
authoritarian. Instead of listening to their team or seeking feedback from others, these
leaders frequently make decisions based only on their own opinions.
c. Democratic
People-powered government: majoritarian regime Government in which the people hold
the most power and typically exercise it through representatives a political entity run by the
populace 4: Adherence to or belief in the notion of social equality for all.
6. Describe three ways that open and supportive communication can be established in a
workplace.
 Employees are valued.
 There is a high level of trust.
 Conflict is invited and resolved positively.

 Creative dissent is welcomed.
 Employee input is solicited.
 Employees are well-informed through formal channels.
7. Describe three characteristics of an effective leader.
 Integrity
 Ability to delegate
 Communication
 Self-awareness
 Gratitude
8. Outline three principles of teamwork.
 Successful teams develop strong relationships and incorporate effective group

processes.
 Successful teams work together to establish and meet agreed upon goals.
 Successful teams have relationships that are based on commitment, corporation, and
trust.
9. Outline three characteristics of effective teams.
- Open communication
- Participation
- Clear purpose- the vision, mission, goal, or task of the team is defined and accepted by
everyone on the team.
10. Outline three benefits of effective teamwork.

- Better problem solving
- Increased potential for innovation.
- More opportunities for growth.
11. Explain three roles that a team member may assume within a team.
- Create ideas
- Resource Investigator
- Monitor Evaluator
12. Explain three attributes needed of team members
- Flexible
- Positive attitude
- Welcome collaboration
13. Explain two different ways that a team can be organised.
- Hierarchical structure: The line of command inside a corporation that starts with senior
management and executives and extends to general staff is known as a hierarchical structure.
- Functional structure: This sort of business structure divides a corporation into various
sections according to areas of specialization.
14. Outline three problems that can occur within a team.
- Lack of trust
- Conflict and tension
- Not sharing information

15. Explain how motivation assists in the management of individuals and teams at work.
It helps an individual achieve personal goals. A motivated individual will have greater job
satisfaction, heightened performance, and a willingness to succeed. This is enjoyed by the
wider team and the overall organisation.
16. Identify two theories of motivation and how this applies to managing individuals and teams.
There are two important types of motivation theory: content and process. Content models of
motivation focus on what people need in their lives (i.e., what motivates them.) process
theories look at the psychological and behavioural processes that affect and individual’s
motivation.
17. Explain how group dynamics can impact on successful team management.
Group dynamics matter because they impact things like creativity, productivity, and
effectiveness. Since groupwork is integral to organisations for business leaders, addressing
group dynamics can lead to better work outcomes, customer satisfaction and an improved
bottom line.
18. Describe how each of the following recognition and rewards can assist with effective
leadership of staff.
a. acknowledging individual good performance to the whole team
- give shouts-outs
- offer fun projects or professional
- take them to lunch
- loosen the reins
b. incentive initiatives
- economic incentives: material gain/loss
- social incentives: Reputation gain/loss
- moral incentives: conscience gain/ loss
c. informal acknowledgement
- informal recognition is within the discretion of your organisation’s employees. As the name
implies, it is not structured. Spontaneous and unplanned, it is used to emphasize
behaviour or achievement worthy of mention.
d. presenting awards

- employee of the month

- teamwork awards
- employees’ choice awards
- above and beyond awards
e. written reports to management
- periodic reports are sent out on regularly pre-scheduled cases, their direction is upward
and serves as management control. Some, like annual reports, is not vertical but is a
government mandate to be periodic in nature.
19. Outline two types of organisational plans and the steps needed to plan each.
 Develop the strategic plan. Steps in this initial stage include:
- Translate the strategic plan into tactical steps.
- Plan daily operations
- Execute the plans
- Monitor progress and adjust plans.
Assessment Task 1: Checklist

Student’s name:
Did the student provide a Completed

sufficient and clear answer successfully? Comments
which met the requirements
of the assessor marking Yes No
guide?
Question 1 a
Question 1 b
Question 1 c

Question 1 d
Question 2 a
Question 2 b
Question 2 c
Question 2 d
Question 2 e
Question 2 f
Question 2 g
Question 2 h
Question 3 a
Question 3 b
Question 3 c
Question 3 d
Question 3 e
Question 4 a
Question 4 b
Question 4 c
Question 4 d
Question 4 e
Question 5 a
Question 5 b
Question 5 c
Question 6

Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Question 13
Question 14
Question 15
Question 16
Question 17
Question 18 a
Question 18 b
Question 18 c
Question 18 d
Question 18 e
Question 19
Assessor Feedback:
Assessor name:
Assessor signature and

Date:


Assessment Task 2: Team planning meeting

As the manager for a case study organisation, you are required to conduct a team meeting. At the
meeting, the team will brainstorm and develop ideas for activities that can be developed to meet
strategic goals and objectives.
You will need access to:
 your learning resources and other information for reference
 your Team Work Plan Template
 space for a meeting
 roleplay participants.
Ensure that you:
 review the advice to students regarding responding to written tasks in the Hospitality Works
Student User Guide
 how your assessment should be submitted.
provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an

Activities
Complete the following activities.
Carefully read the following scenario.
You are the manager of a busy café within the Blue Healer Hotel and Spa. Apart
from you and the owner, there is a full-time chef named Navneet, two sou chefs,
two part-time kitchen porters and casual wait staff employed. The casual wait staff
are from the local area and are mostly university students or high school students
working part-time shifts. The team is tight knit and work well together. The casual
wait staff visit the café socially sometimes and the culture is one of sharing and
helping each other out when needed.
The café’s vision is to be the most popular café within the local region renown for
it’s amazing local food and service and vibrant atmosphere.
It’s mission is to grow the café and it’s popularity by strong leadership, sound
communication and the provision of a clear strategic direction that ensures it’s a
great place for staff to work; it provides food and beverages that the public wants
with a focus on local produce and sustainable practices; and it becomes known for
its vibe and atmosphere.
Values listed in its Strategic Plan include:
 Operating with trust and integrity with each other, as well as with employees
and the community.
 Customer focus through appreciation of interests and passion for food that is
local, healthy and delicious and sustainably sourced.
 Camaraderie through recognising the superior strength and efficiencies of

good team work
 Innovation through best practice and change
 Openness and transparency in communicating with our employees, customers

and the broader community.
The organisation has adopted three key strategic goals is to improve local interest
in the community and not just rely on the hotel guests for revenue, specifically to:
 increase local traffic by 25% in the new upcoming financial year
 develop and implement a “specials or loyalty” program to use as the basis of

weekly advertising in the local area

 provide entertainment to encourage people to stay longer.
A key approach to achieve these will be to establish relationships with local talent to
provide entertainment and increase advertising locally.
The owner has asked you to develop a team work plan that will include a range of
tasks and activities that the café’s staff can carry out over the next twelve months to
achieve the key strategic goals and objectives.
In order to develop a plan that will be enthusiastically adopted by the team, you are
to conduct a meeting with the staff to inform them of the new key goals, and to
workshop innovative ideas they may have that could help the business achieve
them. With the participation of the staff, you are to translate their ideas into actions
that they will then carry out.
1. Prepare for a meeting with the team.
The meeting will provide an opportunity for all the café’s employees to contribute to
the next stage of the business’s development. You will be collecting ideas about
how the team can fulfil the business’s objectives.
You are expected to encourage all team members to be innovative and be
constructive in their participation. Keep in mind that this unit’s focus is on teams
working in an effective way, and you are being assessed on your ability to
encourage and support your colleagues to do this.
Review the case study information and write some notes on your plans for the
meeting.
You will know the other meeting participants, so structure the meeting in a way that
is appropriate for these people (your classmates). Use appropriate language and
social references, too.
Write a statement of what the team’s purpose and long-term objectives are, to take
to the meeting with you. This will be just your starting point, though, as these will
have to be discussed and accepted by all the meeting’s participants.
As well as leading the meeting, you will be taking notes, and writing up a report
afterwards. Review the Team Work Plan Template to order the information you
receive at the meeting. How do you want to document the meeting’s proceedings?
With a white board, computer and projector, or butcher’s paper?
 Notes will be taken on butcher’s notes.
 Team’s purpose is to find out ways to develop our business.
2. Write an email to the owner (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should summarise the preparations you have made in activity 1 and set out what
you hope to achieve at the meeting.
The text of the email should ask for the date, time, and place of the meeting.
To: Owner
Subject: Meeting
Hello,
I hope you are well and reading my email. To let you know that I have done the
required arrangements for the meeting, I am writing you this email. I'm confident
that this meeting will produce the best outcomes that will ultimately benefit us.
Please provide the date, time, and location of the meeting that is convenient for
you.
Regards.
3. Write an email to your team members (your assessor).

appropriate (polite and warm) style.
The email’s text should list the café’s three key strategic goals and invite the
recipient to a meeting to discuss how the team can achieve these, in particular
activities that can be conducted to assist in achieving these goals.
It should summarise the goals of the meeting and its importance and encourage the
team members to start thinking of activities appropriate for meeting the team’s
goals, and to bring these to the meeting.
Include the date, time, and place of the meeting in the email.
To: Team
Subject: meeting
Hello,
I hope you are well and reading my email. I'm sending you this email to let you
know that you are invited to our strategic meeting, where we'll be talking about
ways to develop and strengthen our company. I am confident that this meeting
will produce the greatest outcomes that will benefit us in the long run.
Meeting will take place on December 21 at 12 PM precisely in Conference Hall A

on the 2nd floor.

Regards.
4. Prepare the room for the meeting.
Check that there is enough seating for all meeting participants. Every participant
should be able to see the whiteboard, and the seating should be arranged to
encourage a group discussion.
Ensure that all of the physical elements are functioning correctly before the meeting
begins.
 Preparation is completed and we look forward to start it.
5. Conduct the meeting.
Begin the meeting by welcoming the participants and giving a summary of the
organisation’s goals and objectives, and how encouraging innovation in the
workplace can support these.
Your next step is to establish, and document, the team’s purpose and long-term
objectives and how these support the business’s goals and objectives.
You are being asked here to roleplay a Team Leader, leading colleagues in thinking
up new ways of doing things, but you are also a student, asking your student
colleagues for new ideas and how they can be translated into actions. Your team
members will all most probably have a favourite café. Bring this out at the meeting,
getting them to look at their own motivations as to what they enjoy, and look at how
this could be used to motivate others, as well as their experiences of events (music
or social activities) that assisted in increasing interest and support of their favourite
eatery.
Also, be aware that the other students at the meeting will be conducting a meeting
on the same topic within a short time of you conducting yours. So, try to establish
your own meeting leadership style. It should be uniquely yours, and effective. Be
conscious that you will be modelling effective meeting leadership throughout the
meeting. You should consciously behave as a role model for your colleagues,
behaving in a way that encourages team excellence.
Even though you may think that you know what the business should do, being a
leader in this meeting means that you are responsible for engaging and motivating
the other meeting participants, leading them in collaboration. Not leading them by
telling them what to do.
When you have conducted the preliminaries, open the meeting up to ideas that the

participants have brought with them. Document the brainstorm on the whiteboard.
Discuss (and record) the ideas the participants give, asking the others for input,
looking at it practically, working out what preparation would be necessary, material,
personnel, whatever is relevant to carrying the idea to realisation.
While encouraging the team members to find and develop ideas, you are expected
to display the following leadership skills:
 Act as a positive role model through your performance
 Show support for, and commitment to, the business’s strategic goals
 Interacting with team members in a positive and professional manner.
 Encourage the team members to take responsibility for their own work.
 Encourage the team members to develop innovative approaches to their work.
 Model and encourage open and supportive communication within the team.
 Share information from the wider business environment with the team as
appropriate for the situation
 Motivate the team members to achieve optimum performance.
During the meeting, you are required to demonstrate effective communication skills
including:
 Speaking clearly and concisely
 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 Responding to questions as required
 Using active listening techniques to confirm understanding
As you come to the meeting’s conclusion:
 Summarise the ideas and activities to have come out of the meeting.
 The summary should verify the team’s, and each team member’s,
expectations, roles and responsibilities.
 Tell the participants that you will lead and support them in meeting the
outcomes.
Finish the meeting by thanking the participants and telling them that you will collate
the ideas that they have shared and the activities that they have selected to
undertake into a team work plan. with each person’s roles and responsibilities
clearly set out. Tell the participants when they can expect to have the plan. Give
yourself a realistic but challenging time frame for this.


Meeting
Meeting time: 12 PM
Meeting Date: 21/12/2022
Meeting venue: Conference Hall B
Agenda: to contribute to the next stage of the business’s development.

Student’s name:
Completed
successfully? Comments
Did the student: Yes No
Act as a positive role model to the team

members through their performance at
the meeting?
Show support for, and commitment to,

the strategic goals?
Interact with team members in a positive

and professional manner?
Clearly communicate the business’s

short, medium and long-term plans and
objectives with the team?
Verify each team member’s,

expectations, roles and responsibilities?
Encourage the team members to take

responsibility for own work?
Encourage the team members to

develop innovative approaches to their
work?
Model and encourage open and

supportive communication within the

team?
Seek and share information from the

wider business environment with the
team.
Seek feedback from the team members?
Motivate the team members to achieve

optimum performance?
During the meeting, demonstrate

effective communication skills including:
 Using non-verbal communication to

assist with understanding
 Asking questions to identify

required information
 Responding to questions as
required
 Using active listening techniques to

confirm understanding
Assessor Feedback:
Assessor name:
Assessor signature and Date:

Assessment Task 3: Team work plan project

In this task, you will develop a team work plan from the notes you took in the previous activity.
 your Team Work Plan Template.
Ensure that you:
Student User Guide

Activities
1. Develop a team work plan.
Collate the notes that you took during the meeting, adding any points that you may
have missed during the meeting. Where you find that some information is missing,
use analytical thinking techniques to generate possible solutions, not forgetting that
you can seek input from others as required
Use the Team Work Plan Template to list and describe activities that were brought
up during the meeting, following each idea through its goals, timeframe, and who is
responsible for individual tasks.
Ensure that a team member is clearly responsible for each task, and that specific
productivity measures are allocated as outcomes for each idea. Each team
member’s responsibilities should be collated so each has a clear understanding of
what is expected of them and when.
Save this document as Draft Team-Work Plan.
A work plan is an important tool that helps a project to assign tasks, manage
workflow and track the various components and milestone deadlines.
Implementing work plans helps articulate strategies to employees in a way to
improve team member focus and drive.
Define goals and objectives:
Without clear goals and objectives, team members blindly work on tasks without
purpose. The first thing a work plan does is to define the goals of the project and
the key objectives that the projects will achieve.
Organise teams and leaderships:
Once the objectives are established, people are then assigned to teams or tasks.
There may be different structures involved in the work plan that include hierarchy
levels as well as interdependent team levels.
Establish project timelines:
An old business adage is “time is money”. When it comes to project
management, this adage holds true in developing work plans. The longer it takes
to finish a project, the more it costs in and materials. Chance is most of us simply
accepting the deadline that we are given. It’s important to consider it properly
before agreeing to it.

Evaluate what’s required:

We need to understand exactly what the task involves. Business requirements
analysis and work breakdown structure to identify and map out what works
needs to be done.
Allow for problems:
Things don’t always go to plan, so it’s wise to think about potential problems. For
examples, how would equipment failure or an unexpectedly urgent and important
competing task affect our plans.
Plan Details:
A good approach is often to break tasks down into small components and to
create for each one. The ability to see how we are progressing can be very
motivating.
Techniques and activities to create effective solutions:
The problems that might occur for teams when it comes to communication,
resolving business critical issues, or challenges around growth, design, or
development. Problem solving activities are primarily designed.
2. Send an email to the business owner (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate
(polite, business-like) style.
It should summarise the project from the outset, including what was discussed at the
meeting, until the present time.
Describe the attached team work plan, including how it was generated and how it will be
monitored.
The email text should also ask if the owner wants any changes made to it before it is sent
out to the team members.
The email’s text should also ask for the owner’s authorisation to send the work plan to the
rest of the team and delegate the tasks according to the plan
Attach your draft team-work plan to the email.

3. Revise your team work plan.

Update your work plan to reflect the feedback given to you by the owner.
Save this document as Revised Team Work Plan.
A work plan is an important tool that helps a project to assign tasks, manage
workflow and track the various components and milestone deadlines.
Implementing work plans helps articulate strategies to employees in a way to
improve team member focus and drive.
Define goals and objectives:
Without clear goals and objectives, team members blindly work on tasks without
purpose. The first thing a work plan does is to define the goals of the project and
the key objectives that the projects will achieve.
Organise teams and leaderships:
Once the objectives are established, people are then assigned to teams or tasks.
There may be different structures involved in the work plan that include hierarchy
levels as well as interdependent team levels.
Establish project timelines:
An old business adage is “time is money”. When it comes to project
management, this adage holds true in developing work plans. The longer it takes
to finish a project, the more it costs in and materials. Chance is most of us simply
accepting the deadline that we are given. It’s important to consider it properly
before agreeing to it.
Evaluate what’s required:
We need to understand exactly what the task involves. Business requirements
analysis and work breakdown structure to identify and map out what works
needs to be done.
Allow for problems:
Things don’t always go to plan, so it’s wise to think about potential problems. For
examples, how would equipment failure or an unexpectedly urgent and important
competing task affect our plans.
Plan Details:
A good approach is often to break tasks down into small components and to
create for each one. The ability to see how we are progressing can be very
motivating.
Techniques and activities to create effective solutions:
The problems that might occur for teams when it comes to communication,
resolving business critical issues, or challenges around growth, design, or

development. Problem solving activities are primarily designed.
A
4. Send an email to the owner and your team (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate
(professional but casual and warm) style.
It should give a short summary of the work plan and ask for their feedback.
Attach your revised team-work plan to the email.

5. Prepare to meet with Tristan.
Identify any barriers to Tristan taking on the tasks and responsibilities that you are
going to delegate to them and think through techniques or processes that you could
use to overcome them.
You will be required to provide mentoring and coaching to support Tristan. Make
sure that you understand the differences between mentoring and coaching to
ensure that you can provide both during the meeting.
You will also be required to evaluate the team member’s skills and provide
opportunities for their individual development. Think through how you can do this
during the meeting.
6. Meet with Tristan (your assessor).
This meeting will take place at your workstation.

The objective of the meeting is for you to coach and mentor Tristan in how to draft a
document in Microsoft Word and email it to you.
First speak to Tristan about the tasks that you intend to delegate to them.
You are required to implement the techniques or processes you have thought of to
overcome any barriers that Tristan presents to taking on the job.
When you have gained Tristan’s agreement, evaluate their computer skills by
asking them to open up their internet account and then create a new Word
document.
Demonstrate how to do this yourself, opening your internet account, creating a new
Word document, attach the document to an email and send it. Describe how emails
can be sent to a number of people or a group – and that once you receive the email
you will access it and then copy the information into the social media platform.
Ask Tristan to demonstrate to you that they can do this. Coach them through the
process as necessary.
As part of the mentoring component of this activity, you are required to encourage a
trusted, ongoing relationship to form between you. To do this, you should
demonstrate effective communication skills including:

 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 Responding to questions as required
 Using active listening techniques to confirm understanding
Before concluding the meeting, ensure that you gain Tristan’s commitment carrying
out the tasks that you have assigned him.
Meeting
Meeting time: 12 PM
Meeting date: 25/12/2022
Meeting venue: Conference Hall B
Agenda : to coach and mentor Tristan in how to draft a document in Microsoft
word and email it to you.


Student’s name:
Completed
Delegate tasks and responsibilities?
Identify barriers to delegation, and

implement processes to overcome
them?
Evaluate the team member’s skills and

provide opportunities for their individual
development?
Provide coaching to support Tristan?
Provide mentoring for the person by

encouraging a trusting, ongoing
relationship to form by demonstrating
effective communication skills including:
 Using non-verbal communication to

assist with understanding
 Asking questions to identify

required information
 Responding to questions as
required
 Using active listening techniques to

confirm understanding
Assessor Feedback:
Assessor name:

Assessment Task 4: Reward and recognition project

You are required to research and report on reward and recognition schemes that can be
implemented for the case study business.
Ensure that you:
Student User Guide


Activities
Carefully read the following scenario.
After 12 months, data shows that your team has exceeded the percentage increase
in the number of new local support for the café, and you have decided to recognise
your team for their efforts.
In particular, one of the casual waitstaff, Maggie, took it upon themselves to
organise a fund-raising event for their grandparent’s care home and arranged the
planning and details of it under your direction and support. This resulted in a regular
morning tea outing for seniors and a whole new demographic of customers. You
should single her out for a personal reward.
1. Select reward and recognition schemes
Using the Internet, research both informal and formal staff reward and recognition
schemes and make notes on what you find.
The following links will provide some examples.
http://smallbusiness.chron.com/examples-employee-recognition-programs-
10883.html
https://www.cultureamp.com/blog/20-employee-recognition-ideas-that-work/
Choose and develop at least five examples that would be appropriate for your team
in the case study.
Formal reward schemes:

1. Take the person to lunch as a form of thanks.
2. A personal letter of thanks to the employee or
team member from a senior manager for a
significant contribution.
3. Gift vouchers that can be used at local
department stores, special shops or local
merchants.
Informal Reward Schemes:
1. Saying “thank you” in person or appreciate him/her for good
performance.

2. Make or send “thank you card” for a job done well.
2. Send an email to the owner (your assessor).

appropriate (polite, business-like) style.
The email text should give an evaluation of the team’s performance in terms of the
achievement of their goals.
It should introduce and summarise the reward and recognition schemes that you
have identified and seek their feedback and approval to move forward with the
project.
Indicate which of the schemes you think would be most appropriate for the team as
per the scenario and why.
You will be assessed on whether your email addresses the required content as
described, as well as the clarity of your email.
The owner will reply to your email with authority to implement one of the schemes
that you have selected.
Dear sir,
I hope everything is good. As you are aware, our team members have worked
very hard to realize the association's objective. Now, I'd like to introduce
performance recognition to keep them inspired and productive for the upcoming
fiscal year. Scheme is another word for rewards program. For this, I've created a
couple unofficial and formal incentive programs. I included a formal thank-you
lunch for the top performer as part of the incentive programs, a personal letter of
appreciation from a senior management, and a gift certificate for the top
performer. Saying "thank you" in person, expressing your appreciation, and
making or sending a "thank you" letter to the best employee for finest work are
some of the suggestions I made for the informal incentive programs.
Among these programs, I'd want to pick the formal recognition program that
rewards employees with gift cards. For their excellent effort, I believe it would be
appropriate for the football Southeast Coast team. Giving gift cards to the top
employees would encourage them to work harder because our team works hard
to consistently give our customers and players with satisfying service. Using the
unofficial recognition system, I think expressing my gratitude to them in person or
complimenting them on a job well done would be appropriate. If we recognize
him in front of the entire team and the senior management staff, he will feel more
inspired to continue putting forth strong work as an employee of our association.

Additionally, it will inspire the rest of the team to put up their best efforts.
I respectfully ask for your opinion and permission on the reward and recognition
program.
Regards,
3. Send an email to the team (your assessor).

It should thank them for their efforts in achieving the strategic goals and give the
details of the reward and recognition scheme that you are introducing.
The email should mention Maggie’s efforts and state that she will be the first
recipient of a personal reward.
I hope you are all doing well. I want to thank you for all that you have done to
help us reach our goals by recruiting more football players to our association. As
a result, I would like to share with you the award and recognition program for
your outstanding performance. I want to launch a formal appreciation program
that rewards the top employee with gift cards. For your excellent effort, I believe
it would be appropriate for the football Southeast Coast squad. Gift cards for the
best employees will encourage you all to work harder because our staff works
hard to consistently serve our customers and players with satisfying service.
Regarding the unofficial recognition programs, I'd like to start by personally
thanking someone or praising them for a job well done. If we show our
appreciation for your hard work in front of the entire team and the top
management, you will feel more motivated as an employee of our association.
I want to thank you all once more for your hard work and I'm looking forward to
seeing you all perform again next year. I appreciate you everyone.
Best Regards,

4. Send an email to Maggie (your assessor).

It should thank her for her efforts and her innovative approach to achieving the
strategic goals. Give her the details of the reward that you are awarding her.

To: Maggie
Subject: Acknowledgement of effort
Dear Maggie,
I hope you are well and reading my email. I'm sending you this email to express my appreciation for
all of your hard work. For all your hard work, you will receive a bonus.
Once more, I want to thank you for your hard work and express my excited anticipation for your
upcoming performances in the coming year. I appreciate you.
Best Regards,

Student’s name:
Completed
Identify and reward individual and team

efforts and contributions?
Represent team interests in the wider

organisational environment?
Monitor the team’s performance to

ensure that progress has been made
towards the achievement of business
goals?
Provide recognition and rewards for the

team’s achievements?
Assessor Feedback:
Assessor name:

Assessment Cover Sheet: Student Must Fill This Section

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Training for Knowledge & Livelihood (TKL college)

Assessment cover sheet

Student Must Fill this Section

Not Yet Assessor

SITXHRM003 Assessment v1.1 @2020 RTO Works 1

Assessor Feedback to Students

Assessment Outcome: Competent Not yet Competent

SITXHRM003 Assessment v1.1 @2020 RTO Works 2

Information for Student:

SITXHRM003 Assessment v1.1 @2020 RTO Works 3

Re-assessment of Result & Academic Appeal procedures:

SITXHRM003 Assessment v1.1 @2020 RTO Works 4

Task Due Date Student Trainer Signature Comments

SITXHRM003 Assessment v1.1 @2020 RTO Works 5

Assessment for this unit

Preparing for assessment

Supporting resources: Supporting resources include templates, journals, workbooks and

 Team Work Plan Template (Assessment Task 2)

 Team Work Plan Template (Assessment Task 3)

SITXHRM003 Assessment v1.1 @2020 RTO Works 6

 submitting assessments  re-assessment guidelines

 assessment appeals  responding to written questions.

SITXHRM003 Assessment v1.1 @2020 RTO Works 7

Assessment Task 1: Knowledge questions

Information for students

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

 where this task should be completed

 the maximum time allowed for completing this assessment task

 whether or not this task is open-book.

SITXHRM003 Assessment v1.1 @2020 RTO Works 8

d. Planning and organising

SITXHRM003 Assessment v1.1 @2020 RTO Works 9

SITXHRM003 Assessment v1.1 @2020 RTO Works 10

b. cooperative and open communication

SITXHRM003 Assessment v1.1 @2020 RTO Works 11

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

 Employees are valued.

 There is a high level of trust.

 Conflict is invited and resolved positively.

SITXHRM003 Assessment v1.1 @2020 RTO Works 12

 Creative dissent is welcomed.

 Employee input is solicited.

 Employees are well-informed through formal channels.

7. Describe three characteristics of an effective leader.

8. Outline three principles of teamwork.

 Successful teams develop strong relationships and incorporate effective group

9. Outline three characteristics of effective teams.

10. Outline three benefits of effective teamwork.

SITXHRM003 Assessment v1.1 @2020 RTO Works 13

- Better problem solving

- Increased potential for innovation.

- More opportunities for growth.

12. Explain three attributes needed of team members

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

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

- Conflict and tension

- Not sharing information

SITXHRM003 Assessment v1.1 @2020 RTO Works 14

SITXHRM003 Assessment v1.1 @2020 RTO Works 15