SITXHRM003 Assessment 1 2

RTO No. 45485 | CRICOS No.
03754M
Assessment Task
SITXHRM003 - Lead and manage people

Version 2.0: March 2021 (R. Thomas)
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Australian International Institute of Technology

RTO No. 45485 | CRICOS No. 03754M
Assessment Task
Version 2.0 | Last update: 24/03/2021 Page 1
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Student Assessment Agreement
Please ensure you read through and understand the Assessments Conditions, Assessment Tasks and General
Requirements in this Student Guide and Assessment Workbook before you complete and sign the agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit?  Yes  No
Do you understand the requirements of the assessments for this unit?  Yes  No
Do you agree to the way in which you are being assessed?  Yes  No
Do you have any specific needs that should be considered?  Yes  No
If so, explain these in the space provided below:
Do you understand your rights to re-assessment?  Yes  No

Do you understand your right to appeal the decisions made in an assessment?  Yes  No
Student Name
Student Number
Student Signature
Date
Assessor Name
Assessor Signature
Date

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Final Record of Competency
This form is to be completed by the assessor and used as the ‘final record of competency’.
All student submissions including any associated evidence are to be submitted for filing before issuing to the Student
Services Administration for processing.
Finally Student Academic Results and Assessment Feedback are to be entered into the Academic Result Spreadsheet
and forwarded to Student Services Administration admin@aiit.vic.edu.au.
Reference: Clauses 1.8 to 1.12 - Conduct effective assessment
Student Name
Student Number
Final Result
S = Satisfactory NS
= Not Satisfactory NA
Unit of Competency Assessment Summary = Not Assessed
S NS NA
Assessment Task 1 Knowledge ☐ ☐ ☐

Final Overall Assessment Result Competent Not Yet Competent
Additional Supporting Comments and Feedback
Trainer and Assessor Student
I, the undersigned, have received, discussed, and

I, the undersigned, declare that I have conducted a fair,
accepted my Assessment result as above for this unit and
valid, reliable, and flexible assessment with this student,
I am aware of my appeal rights as per the Student
and I have provided fair, relevant, and appropriate
Complaints and Appeals policy and procedure.
feedback.
Name Signature
Signature Date
Date
☐ The Student did not attend the Assessment feedback session

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Assessment Task Summary
The unit of competency is classroom-based delivery face to face and practical demonstrations completed within a
simulated work environment with trainer led training in classrooms, business operational environments and computer
labs consisting of direct observation, product-based methods, portfolios, questioning and third- party evidence (if
appropriate, relevant and verified).
The assessment tasks for SITXHRM003 - Lead and manage people are included in this Student Guide and
Assessment Workbook which are outlined in the assessment plan below.
To be assessed as competent for this unit, you must complete all scheduled assessment tasks satisfactorily.
Assessment Task Assessment Context Assessment Evidence Type
Assessment Task 1 Demonstrated knowledge required to

(Knowledge) complete the tasks outlined in elements and Short Answer Responses
performance criteria of this unit of
competency
Glossary of Common Terms in Assessment Task Questions

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Provided below is a set of commonly used terms in the Assessment Task questions to assist students understanding
what is being described.
To assist students with answering Assessment Tasks questions, the meaning of each of the listed key terms is provided
below for your reference and guidance only.
Analyse – is to answer in detail and identify important points and key features.
Compare – is to show how two or more things are similar, ensuring that you also indicate the relevance of the
consequences.
Contrast – is to contrast something, you will need to show how two or more things are different, ensuring you indicate
the relevance or the consequences.
Discuss – is to discuss something, you are required to point out important issues or features and express some form of
critical judgement.
Describe – is to describe something, you should state the most noticeable qualities or features.
Evaluate – is to assess something, you should put forward arguments for and against the concept being checked.
Examine – is to investigate or scrutinise something, this is similar to “analyse”, where you should provide a detailed
response with key points and features and provide critical analysis
Explain – is to make clear how or why something happened or the way it is.
Identify – it means that you are asked to briefly describe the required information. Generally, you are expected to write
a response two or three sentences long.
List – it means that you are asked to briefly state information in a list format.
Outline – is means giving only the main points. Keep the response a few sentences long.
Summarise – it means (like “outline”) only giving the main points. Keep the response a few sentences long

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Assessment Task 1 Summary Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any
other student(s).
 I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student Name
Student ID number
Student signature
Date
Assessor Declaration
 I hereby certify that this student has been assessed by me and that the assessment has been carried out according to
the required assessment procedures.
Assessor Name
Assessor Signature
Date
Assessment Outcome S NS DNS Resubmission Y N
Feedback
Student Result Response
 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student Signature
Date
A copy of this page must be supplied to Administration and is recorded kept in the student’s file with all supporting
Assessment evidence.

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Assessment Task 1: Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit of
competency.
This assessment task must be conducted as per the Assessment Conditions

Assessment
Conditions
In Class Activity Self-Directed Research Task
Duration Trainer Discretion in alignment in the Training Plan
Evidence Submission
Requirements
The completed and signed Assessment Tool
First Attempt 2nd Attempt Final Attempt Extension – Date: / /
Satisfactory Not Satisfactory Did Not Submit

Task
☐ ☐ ☐
All short answer responses correctly answered
Assessor Feedback and Comments
Reasonable Adjustment
Has reasonable adjustment been applied to this assessment? If YES Provide details for the requirements and
provisions for adjustment of assessment:
Satisfactory Not Satisfactory

Overall Assessment Task Performance
Assessment Task 1 ☐ ☐
Signed Date

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Assessment Task 1: Knowledge
Assessment Guidelines
The purpose of this assessment is to assess your underpinning knowledge to complete the tasks outlined in the elements
and performance criteria for this unit of competency and relating to the following aspects:
 Roles of and functions performed by supervisors and managers:
o Decision making
o Delegating tasks
o Monitoring staff
o Planning and organising
o Providing information:
 Organisation performance
 Changes in organisational policies
 Marketing information and targets
 Overall organisational objectives
 Plans for new equipment
 Rationale for management decisions
 Technology updates
 Training developments
 Expectations, roles, and responsibilities of team members:
o Adhering to policies and procedures

o Cooperative and open communication
o Nature and scope of work
o Relationships with others in the workplace and interdependent areas of activity
o Reporting requirements
 Considerations in the individual development of staff:
o Change in job responsibilities

o External training and professional development
o Formal promotion
o Internal training and professional development
o Opportunity for greater autonomy or responsibility
 Features of different leadership styles

 Features of open and supportive communication
 Characteristics of effective leadership
 Principles of teamwork and:
o Characteristics of effective teams

o Roles and attributes of team members
o Organisation of teams
o Potential team problems
o Benefits of effective teamwork
 Role and theories of motivation as they apply to the management of individuals and teams
 The role of group dynamics in successful team management forms of recognition and reward applicable to leading
staff:
o Acknowledging individual good performance to the whole team

o Incentive initiatives
o Informal acknowledgement
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o Presenting awards
o Written reports to management
 Types of organisational plans and planning processes.
Required Resources to Complete this Assessment Task
 Personal Computer with appropriate Word Processing software

 Wi-Fi or Internet Access

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Assessment Task: Short Answer Responses
You are required to address all questions to achieve competence. Your trainer will provide you with instructions for time
frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer will provide
you with feedback and the result you have achieved.
1. List five (5) key roles and functions performed by supervisors and managers:
Motivator
1 The best way to get results from your employees is to make them want to do their jobs. People
who are happy in their jobs and want to do well will work harder, waste less time and deliver a
higher standard of service
Researcher
2 Need to be constantly searching for information that can assist the team. This will allow you to
be the Best-informed member of the team so that you have the best chance of answering any
questions or solving any problems
Spokesperson
3 Superiors will need to be periodically kept informed of the team’s status and achievements.
Whenever the team needs to communicate with the outside world, you should do it
Negotiator
4 Need to try to get the best conditions for your team. If any new operational
arrangements or changes
come into effect, you will need to negotiate good terms for your team
Defender
5 Like the spokesperson role but applies whenever there is criticism leveled at the team. May
also need to justify the existence of the team and explain its importance to the organization
Student Response was deemed  Satisfactory (S)  Not Satisfactory (NS)
2. Explain each of the following leadership styles:
a) Authoritarian and Autocratic leadership
Gives guidance to the team, but also seek their input and opinions when making decisions.
(participative or democratic)
b) Participative and Democratic
Involves somebody speaking from a position of power and exercising tight control over their
subordinates. (Authoritarian or autocratic leadership)
c) Laissez-faire style
Involves giving people a job and a possible direction and letting them do it themselves. (laissez
-faire style)

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d) Transactional leadership
Involves modifying your style of leadership to suit the particular situation. (Situational leadership)

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e) Transformational leadership
Involves setting out clear goals and objectives, along with the corresponding rewards and
punishment. (Transactional leadership)
f) Situational leadership
The leader will offer some kind of personal transformation to the follower.
(Transformational leadership)
3. List four (4) important skills (or characteristics) of members of an effective team
Listening-
1 team members must be willing to listen other’s people Ideas without interrupting and respect their
contributions to the team
Discussion-
2 If there are differences or conflicts of opinion, the team must be able to come to an amicable
agreement through discussion of the issues
Sharing-
3 The whole team must remind open and share their idea, opinions and results
Helping-
4 Team will have a mix experience so some members will require more training and assistance from
the other staff
4. List the three (3) individual job roles of members in your current work team and describe what each role does. If
you are not currently working list and describe three (3) individual job roles in a restaurant.
Job Role 1:
1 Restaurant manager
Job Function:
Ensures correct restaurant setup, service standards
Job Role 2:
2 Head waiter
Job Function:
Looks after sections of the restaurant
Job Role 3:
3 Waitperson
Job Function:
Carrier’s food and drinks to allocated tables

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4

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5. List four (4) common problems teams may encounter.
Lack of proper leadership

1
No team identity
2
Communication breakdowns
3
Tunnel vision or ‘groupthink

4
6. What does group dynamics mean?
An understanding of group dynamics may help you to avoid some of these issues
1
7. List six (6) advantages of working as a team, as opposed to working individually.
Teams allow people to bond, share jokes and opinions, eat together
1
.Team members support each other and can help make the work environment pleasant
2
Forming a team allows people with different values and cultural backgrounds to work together and broaden
3 their horizons
Teams can provide a sense of togetherness and camaraderie, increase morale and encourage a fun
4 atmosphere

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Teams can stimulate creative though processes and problem solving
5
Teams can combine skill sets and provide an opportunity to learn from others. Incorporating different skills into
6 one team increases the effectiveness of the team
8. As a leader, the most important part of being a leader is setting a good example. Why is this?
As a leader, the most important part of being a leader is setting a good example. Why is this?
1 When you are in a position as a manager, the people under your charge will look to you as a role model. You
need to provide them with an example of how an employee of your company should act. The most important
part of being a leader is setting a good example. It is no good telling people what to do and how to act, if you
are not going to hold yourself to the same standards
9. List three (3) ways you can act to send a positive message to your team as a leader
Speak to people in private if encouragement or reprimanding is necessary

1
Keep promises
2
Communicate the business’ goals and expectations

3

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10. What is a manager’s role in achieving company goals?
As a leader and manager, you will spend most of your time dealing with people. Focusing an individual’s goals
1 on a team-oriented service standard can help to achieve the goals
11. Why must you show your staff that you support the business goals?
As the manager of a team, it is up to you to help team achieve the company’s business goals. You must
1 examine
The company’s goals and work out plans for how you and your team can achieve them.
To do this, you must always show your staff that you support the business goals and are working hard to
achieve them. If a manager or supervisor complains about targets or goals the business has set, this will have
a negative effect on the team.
12. List four (4) reasons why treating people with integrity, respect and empathy will help you manage your team.
Good leadership is based upon trust and respect, not fear and submission
1
People who want to achieve something are much more effective than people who are forced to do so
2
Trust in and respect of the leader will result in commitment to the cause
3
Fear and submission will result incompliance

4

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13. If you do not treat people with respect (for example use fear and threats) this can have a negative effect on your
team. List four (4) examples of how lack of respect can negatively impact on a team.
The staff will lower their standards level in order to complete the tasks
1
This will require you to watch over them every single moment, wasting your time
2
Continual use of threats without any follow- up action, will eventually result in the employees not caring about
3 the threats
Continual use of threats without any follow –up action, will eventually result in the employees not caring about
4 the
14. There are three (3) types of goals you need to set they are:
short term
1
medium term
2
long term
3
15. List three (3) methods you could use to help your team to monitor the progress of meeting goals:
Create daily and weekly to do list

1
Prioritize tasks and objectives weekly

2
Organize regular review meetings to analyze progress

3

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16. Setting KPIs helps to keep the organizational goals, in line with the plans and objectives of your team
Increased top- shelf liquor sales

1
.Increase in beverage units sold per month, per beverage

2
Total sales, not including spillage or other wastage, or sales per individual employee
3
17. Why is setting a KPI of ‘increased sales’ a bad KPI for helping team achieve business goals?
KPI’s
1 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)?
Mobile marketing which lets customers use their mobile to look up or redeem offers and specials
1
Social network marketing and special offers

2
Digital menu boards to show offers and specials

3

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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 four (4) other aspects you must clearly communicate
to them:
The team must be committed to achieving the goals

1
The supervisor must be open to suggestions and input from the team
2
The necessary resources must be available

3
20. How can encouraging open communication and innovative thinking help your team meet goals?
Explain reasons for doing specific things

1
Provide guidance
2
Show confidence in team members

3
21. List three (3) innovations in the travel, tourism, and hospitality industry, that you may discuss with your team
Cross-functional teams, which may be created for special events or business needs. For example, if you have
1 an event outside of the property, representatives from the various departments may be chosen to
address the different aspects of the function
Food and beverage teams, which sometimes work in specific areas within the hotel, for example fine dining,
2 banqueting and breakfast. Team makeup can change as novice staff members progress through the different
levels of service
Administration teams, which comprises Management, Finance, Human Resources and Marketing. Here a lot of
3 the overall planning for the operation is done and budgets are established and monitored.

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22. Why is encouraging and rewarding staff important?
It can motivate staff to perform to their optimum when under pressure. There is great satisfaction when you
1 are pushed hard during service, human desire rewards, whether internal or external. External rewards can play
a role in motivation as well. Praise and monetary rewards are external rewards. Rewards and reward systems
can be used to motivate workers but afterwards everybody is happy.
23. List three (3) ways to reward individual or team performance.
The internal factors such as a feeling of accomplishment or satisfaction are one form of reward
1
Vouchers, time of, food and drink offer

2
Formal or informal praise, such as verbal praise, awards, written reports to more senior managers, or
3 a professional development awards (PDA) program
24. List three (3) benefits of communicating with your staff and involving them in making decisions.
Helps to give everyone a sense of belonging

1
This should be encouraged, together with team members taking responsibility for their actions
2
Focusing their energies on the required tasks

3

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25. List three (3) ways to show your employees that you support and value open communication within the team
Invite people to suggest improvement

1
Keep them informed on the overall business environment and goals so that they can see how they fit in to the
2 bigger picture
Give them the opportunity to express their opinions on decisions that affect them
3
26. As a manager or team leader you need to communicate the important ideas, plans and objectives. List three (3)
pieces of data or information the team may need full access to.
Sales targets
1
Previous sales data

2
Marketing reports
3
27. How does having your team fully informed about business objectives and goals help the business?
Including the team in all aspects of their project is an excellent way of motivating them and focusing their
1 energies on the required tasks. This requires you to communicate with them openly on all issues affecting their
work.

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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
1 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
1 employee and supervisors meet to discuss their progress in the job
30. List three (3) benefits of ‘delegation’
It keeps you from putting too many irons in the proverbial fire
1
It builds trust, open communication, and engagement among team members.

2
It creates a positive business culture

3

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31. 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
1 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
2 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.
32. Why is it important to try to develop individuals within your team?
Giving individuals increased responsibility or independencies one way of allowing employees to grow. This can
1 encourage the employee to strive for a better level of service or productivity. Giving people the opportunity to
prove themselves can facilitate the discovery of talented employees and potential leaders.
33. List three (3) ways you can help individuals develop within a team
Giving them more responsibility within the team

1
Change their job role by adding higher level tasks

2
Offer formal training or professional development

3

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34. You can use KPIs which can help you monitor team performance, to make sure your team is progressing towards
achieving goals. What does KPI stand for?
Key Performance Indicators (KPIs). These may be in the form of sales figures, customer
1 numbers, number of return visits, average revenue per customer and etc.
35. KPI’s should conform to the SMART principle. What does SMART stand for?
Specific
S
Measurable
M
Achievable
A
Relevant
R
Time-bound
T
36. How often should you provide coaching or mentoring to your team?
Part of leading a team is to provide coaching and mentoring whenever it is necessary. If people
1 are new or inexperienced in their role, then they will require more involvement from their
supervisor to get the job done correctly and efficiently

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37. List two (2) aspects which can affect how much coaching or mentoring a person may need.
You should use feedback to give team members an indication of their progress. This can be part of a formal
1 review process where the employee and supervisors meet] to discuss their progress in the job
.
Feedback should also form part of the day– to–day operations. As mentioned earlier, feedback should be
2 positive if the employee has done a good job; it should be sincere and if criticism is necessary then it
should be constructive
38. Why is recognizing and rewarding good performance important?
Recognizing and rewarding good performance validates the team members and helps
1 encourage and motivate them. External rewards can play a role in motivation as well.
39. List three (3) methods to reward good performance of team members:
Some managers use staff incentive initiatives to motivate and reward staff, these may include vouchers, time
1 of, food and drink offer.
Some managers reward staff with formal or informal praise, such as verbal praise, awards.
2
Written reports to more senior managers, or a Professional Development Awards (PDA) program.
3
40. What are motivational theories? List three (3) examples of motivational theories
You should use feedback to give team members an indication of their progress. This can be part of a formal
1 review process where the employee and supervisors meet to discuss their progress in the job
Feedback should also form part of the day -to –day operations.
2 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
+++ END +++

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RTO No. 45485 | CRICOS No.

SITXHRM003 - Lead and manage people

Copyright@2021, Australian International Institute of Technology. All rights reserved.

Australian International Institute of Technology

Do you understand your rights to re-assessment?  Yes  No

Australian International Institute of Technology

Reference: Clauses 1.8 to 1.12 - Conduct effective assessment

SITXHRM003 - Lead and manage people

Assessment Task 1 Knowledge ☐ ☐ ☐

Trainer and Assessor Student

I, the undersigned, have received, discussed, and

SITXHRM003 - Lead and manage people

Assessment Task Assessment Context Assessment Evidence Type

Assessment Task 1 Demonstrated knowledge required to

Glossary of Common Terms in Assessment Task Questions

Australian International Institute of Technology

Assessment Outcome S NS DNS Resubmission Y N

Student Result Response

Australian International Institute of Technology

This assessment task must be conducted as per the Assessment Conditions

Duration Trainer Discretion in alignment in the Training Plan

First Attempt 2nd Attempt Final Attempt Extension – Date: / /

Satisfactory Not Satisfactory Did Not Submit

Assessor Feedback and Comments

Satisfactory Not Satisfactory

Australian International Institute of Technology

 Roles of and functions performed by supervisors and managers:

 Expectations, roles, and responsibilities of team members:

o Adhering to policies and procedures

 Considerations in the individual development of staff:

o Change in job responsibilities

 Features of different leadership styles

o Characteristics of effective teams

o Acknowledging individual good performance to the whole team

 Types of organisational plans and planning processes.

Required Resources to Complete this Assessment Task

 Personal Computer with appropriate Word Processing software

Australian International Institute of Technology

Student Response was deemed  Satisfactory (S)  Not Satisfactory (NS)

2. Explain each of the following leadership styles:

a) Authoritarian and Autocratic leadership

b) Participative and Democratic

Australian International Institute of Technology

Australian International Institute of Technology

Student Response was deemed  Satisfactory (S)  Not Satisfactory (NS)

Student Response was deemed  Satisfactory (S)  Not Satisfactory (NS)

Australian International Institute of Technology

Student Response was deemed  Satisfactory (S)  Not Satisfactory (NS)

Australian International Institute of Technology

Lack of proper leadership

Tunnel vision or ‘groupthink

Student Response was deemed  Satisfactory (S)  Not Satisfactory (NS)

6. What does group dynamics mean?

Student Response was deemed  Satisfactory (S)  Not Satisfactory (NS)

7. List six (6) advantages of working as a team, as opposed to working individually.

Australian International Institute of Technology

Student Response was deemed  Satisfactory (S)  Not Satisfactory (NS)

Student Response was deemed  Satisfactory (S)  Not Satisfactory (NS)

Speak to people in private if encouragement or reprimanding is necessary

Communicate the business’ goals and expectations

Student Response was deemed  Satisfactory (S)  Not Satisfactory (NS)

Australian International Institute of Technology

Student Response was deemed  Satisfactory (S)  Not Satisfactory (NS)

Student Response was deemed  Satisfactory (S)  Not Satisfactory (NS)