SITXMGT002 Unit Assessment Pack 1

SITXMGT002 - Establish and conduct business relationships
(Unit Assessment Pack)
Unit Assessment Pack (UAP) – Cover Sheet

Student and Trainer/Assessor Details
Student ID
Student name
Contact number
Email address
Trainer/Assessor name
Course and Unit Details

Course code
Course name
Unit code SITXMGT002

Unit name Establish and conduct business relationships
Assessment Submission Method

☐ By hand to trainer/assessor ☐ By email to ☐ Online submission via Learning
trainer/assessor Management System (LMS)
☐ By Australia Post to RTO ☐ Any other method
_________________________________________________
(Please mention here)
Student Declaration
• I certify that the work submitted for this assessment pack is my own. I have clearly
referenced any sources used in my submission. I understand that a false declaration is a
form of malpractice;
• I have kept a copy of this assessment pack and all relevant notes, attachments, and
reference material that I used in the production of the assessment pack;
• For the purposes of assessment, I give the trainer/assessor of this assessment the
permission to:
o Reproduce this assessment and provide a copy to another member of staff; and
o Take steps to authenticate the assessment, including communicating a copy of this
assessment to a checking service (which may retain a copy of the assessment on its
database for future plagiarism checking).
Student signature: ________________________________
Date: ____/_____/______________
TOID 41406 CRICOS Code 03762M Authorized by CEO Review Date: November 2022
Unit Code: SITXMGT002 Page 1 of 84 Version 1.1
Assessment Plan
To demonstrate competence in this unit, you must be assessed as satisfactory in each of the following
assessment tasks.
Evidence recorded Evidence Type/ Method of assessment Sufficient evidence
recorded/Outcome
Unit Assessment Task 1 Unit Knowledge Test (UKT) S / NS (First Attempt)
S / NS (Second Attempt)
Unit Assessment Task 2 Role Play S / NS (First Attempt)
Unit Assessment Task 3 Role Play S / NS (First Attempt)
Final result C/NYC Date assessed
Trainer/Assessor
Signature
Assessment Conditions
Unit purpose/application
This unit describes the performance outcomes, skills and knowledge required to establish and
manage positive business relationships. It requires the ability to use high-level communication and
relationship building skills to conduct formal negotiations and make commercially significant business-
to-business agreements.
The unit applies to all industry sectors, and to individuals who take responsibility for making decisions
about purchasing or marketing activities. They also oversee the maintenance of contracts or
agreements. This could include senior operational personnel, sales and marketing personnel,
managers or owner-operators of small businesses. Agreements may relate to corporate accounts,
service contracts, agency agreements, venue contracts, rate negotiations, preferred product
agreements, supply agreements and marketing agreements.
No occupational licensing, certification or specific legislative requirements apply to this unit at the
time of publication.
What the student can expect to learn by studying this unit of competency
• Build business relationships.

• Conduct negotiations.
• Make formal business agreements.
• Foster and maintain business relationships.
Training and assessment resources required for this unit of competency
The student will have access to the following:
 Learner guide
 PowerPoint presentation
 Unit Assessment Pack (UAP)
 Access to other learning materials such as textbooks
The resources required for these assessment tasks also include:
 Access to a computer, the Internet and word-processing system such as MS Word.
 Business related environment area, this can be a:
o Real industry workplace
o Simulated industry environment
 Codes of practice and standards issued by government regulators or industry groups
Submission instructions
Your trainer/assessor will confirm assessment submission details for each assessment task.
Academic integrity, plagiarism and collusion
Academic Integrity
Academic Integrity is about the honest presentation of your academic work. It means acknowledging
the work of others while developing your own insights, knowledge and ideas.
As a student, you are required to:
• Undertake studies and research responsibly and with honesty and integrity
• Ensure that academic work is in no way falsified
• Seek permission to use the work of others, where required
• Acknowledge the work of others appropriately
• Take reasonable steps to ensure other students cannot copy or misuse your work.
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 students 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 action
Other Important unit specific Information
N/A
Unit outcome
• This unit is not graded and the student must complete and submit all requirements for the
assessment task for this cluster or unit of competency to be deemed competent.
• Students will receive a 'satisfactorily completed' (S) or 'not yet satisfactorily completed (NS)
result for each individual unit assessment task (UAT).
• Final unit result will be recorded as competency achieved/competent (C) or competency not
yet achieved/not yet competent (NYC).
Prerequisite/s
Nil
Co-requisite/s
Nil
Foundation Skills
The Foundation Skills describe those required skills (learning, oral communication, reading, writing,
numeracy, digital technology and employment skills) that are essential to performance. Foundation skills
essential to performance are explicit in the performance criteria of this unit of competency.
Relevant Legislation
 Food Standards Australia New Zealand Act 1991

 Food Standards Australia New Zealand Regulations 1994
 Imported Food Control Act 1992
 Food Act 1984
 Food Act 2006
 Food Regulation 2006
 Food Production (Safety) Act 2000
 Food Production (Safety) Regulation 2014
 Food Act 2003
 Food Regulation 2015
 Australian Human Rights Commission Act 1986
 Age Discrimination Act 2004
 Disability Discrimination Act 1992
 Racial Discrimination Act 1975
 Sex Discrimination Act 1984
 Code of ethics and codes of conduct
 Ethical Principles in the Workplace
 Codes of practice
 The Privacy Act 1988 (Privacy Act) and Australian Privacy Principles (APPs)
 Occupational Health and Safety Act 2004
 Work Health and Safety Act 2011
Principles of assessment and rules of evidence
All assessment tasks will ensure that the principles of assessment and rules of evidence are adhered
to.
The principles of assessment are that assessment must be valid, fair, flexible, reliable and consistent.
The rules of evidence state that evidence must be sufficient, valid, current and authentic.
AQF Level
AQF levels and the AQF levels criteria are an indication of the relative complexity and/or depth of
achievement and the autonomy required to demonstrate that achievement.
All assessment tasks must ensure compliance with the requirements of AQF level and the AQF level
criteria. For more information, please visit http://www.aqf.edu.au/
Further Information
For further information about this unit go to https://training.gov.au/Training/Details/SITXMGT002

Additional Information
• This information will be managed by the provisions of the Privacy Act and the Freedom of
Information Act.)
• Students are required to satisfactorily complete and submit all assessment tasks that
contribute to the assessment for a unit.
• Students will be provided with one more attempt to complete this Unit assessment pack
(UAP) if trainer/assessor deems them not satisfactorily completed (NS) in any Unit
assessment task (UAT).
• Unit Pre-Assessment Checklist (UPAC) will be reviewed by the trainer/assessor to ensure the
student is ready for the assessment.
• Feedback regarding this Unit Assessment Pack (UAP) can be emailed to the compliance and
quality assurance department/administration department in your RTO for continuously
improving our assessment and student resources.
Feedback to student
Feedback on students’ assessment performance is a vital element in their learning. Its purpose is to
justify to students how their competency was assessed, as well as to identify and reward specific
qualities in their work, to recommend aspects needing improvement, and to guide students on what
steps to take.
Feedback defines for students what their trainer/assessor thinks is important for a topic or a subject.
At its best, feedback should:
• Be provided for each Unit Assessment Task (UAT)
• Guide students to adapt and adjust their learning strategies
• Guide trainers/assessors to adapt and adjust teaching to accommodate students’ learning
needs
• Be a pivotal feature of learning and assessment design, not an add-on ritual
• Focus on course and unit learning outcomes
• Guide students to become independent and self-reflective learners and their own critics
• Acknowledge the developmental nature of learning.
If students have not received proper feedback, they must speak to compliance and quality assurance
department/administration department in the RTO/person responsible for looking after the quality
and compliance services of the RTO.
For more information, please refer to RTO Student Handbook.
Unit Pre-Assessment Checklist (UPAC)

UAT 1 – Unit Knowledge Test (UKT)
Purpose of the checklist
The pre-assessment checklist helps students determine if they are ready for assessment. The
trainer/assessor must review the checklist with the student before the student attempts the
assessment task. If any items of the checklist are incomplete or not clear to the student, the
trainer/assessor must provide relevant information to the student to ensure they understand the
requirements of the assessment task. The student must ensure they are ready for the assessment task
before undertaking it.
Section 1: Information for Students
• Please make sure you have completed the necessary prior learning before attempting this
assessment.
• Please make sure your trainer/assessor clearly explained the assessment process and tasks to
be completed.
• Please make sure you understand what evidence is required to be collected and how.
• Please make sure you know your rights and the Complaints and Appeal process.
• Please make sure you discuss any special needs or reasonable adjustments to be considered
during the assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate
these with your trainer/assessor).
• Please make sure that you have access to a computer and the internet (if you prefer to type
the answers).
• Please ensure that you have all the required resources needed to complete this Unit
Assessment Task (UAT).
• Due date of this assessment task is according to your timetable.
• In exceptional (compelling and compassionate) circumstances, an extension to submit an
assessment can be granted by the trainer/assessor.
• Evidence of the compelling and compassionate circumstances must be provided together with
your request for an extension to submit your assessment work.
• Request for an extension to submit your assessment work must be made before the due date
of this assessment task.
Section 2: Reasonable adjustments

• Students with carer responsibilities, cultural or religious obligations, English as an additional
language, disability etc. can request for reasonable adjustments.
• Please note, academic standards of the unit/course will not be lowered to accommodate the
needs of any student, but there is a requirement to be flexible about the way in which it is
delivered or assessed.
• The Disability Standards for Education requires institutions to take reasonable steps to enable
the student with a disability to participate in education on the same basis as a student
without a disability.
• Trainer/Assessor must complete the section below “Reasonable Adjustment Strategies
Matrix” to ensure the explanation and correct strategy have been recorded and implemented.
• Trainer/Assessor must notify the administration/compliance and quality assurance
department for any reasonable adjustments made.
• All evidence and supplementary documentation must be submitted with the assessment pack
to the administration/compliance and quality assurance department.
Reasonable Adjustment Strategies Matrix (Trainer/Assessor to complete)
Category Possible Issue Reasonable Adjustment Strategy

(select as applicable)
 LLN  Speaking  Verbal assessment
 Reading  Presentations
 Writing  Demonstration of a skill
 Confidence  Use of diagrams
 Use of supporting documents such as wordlists
 Non-  Speaking  Discuss with the student and supervisor (if applicable)
English  Reading whether language, literacy and numeracy are likely to
Speaking  Writing impact on the assessment process
Background  Cultural  Use methods that do not require a higher level of
background language or literacy than is required to perform the job role
 Confidence  Use short sentences that do not contain large amounts
of information
 Clarify information by rephrasing, confirm understanding
 Read any printed information to the student
 Use graphics, pictures and colour coding instead of, or to
support, text
 Offer to write down, or have someone else write, oral
responses given by the student
 Ensure that the time available to complete the
assessment, while meeting enterprise requirements, takes
account of the student’s needs
  Knowledge and  Culturally appropriate training
Indigenous understanding  Explore understanding of concepts and practical
 Flexibility application through oral assessment
 Services  Flexible delivery
 Inappropriate  Using group rather than individual assessments
training and  Assessment through completion of practical tasks in the
assessment field after demonstration of skills and knowledge.
 Age  Educational  Make sure font size is not too small
background  Trainer/Assessor should refer to the student’s experience
 Limited study  Ensure that the time available to complete the
skills assessment takes account of the student’s needs
 Provision of information or course materials in accessible
format.
 Changes in teaching practices, e.g. wearing an FM
microphone to enable a student to hear lectures
 Supply of specialised equipment or services, e.g. a note-
taker for a student who cannot write
 Changes in lecture schedules and arrangements, e.g.
relocating classes to an accessible venue
 Changes to course design, e.g. substituting an
assessment task
 Modifications to physical environment, e.g. installing

lever taps, building ramps, installing a lift
  Reading  Discuss with the Student previous learning experience
Educational  Writing  Ensure learning and assessment methods meet the
background  Numeracy student’s individual need
 Limited study
skills and/or
learning strategies
 Disability  Speaking  Identify the issues
 Reading  Create a climate of support
 Writing  Ensure access to support that the student has agreed to
 Numeracy  Appropriately structure the assessment
 Limited study  Provide information or course materials in accessible
skills and/or format, e.g. a textbook in braille
learning strategies  Changes in teaching practices, e.g. wearing an FM
assessment task
Explanation of reasonable adjustments strategy used (If required)
Unit Assessment Task (UAT)

Assessment Task 1 - Unit Knowledge Test (UKT)
Assessment type:
 Written Questions
Assessment task description:

 This is the first (1) unit assessment task you have to successfully complete to be deemed
competent in this unit of competency.
 The Unit Knowledge Test is comprised of nineteen (19) written questions
 You must answer all questions and submit them to your Trainer/Assessor.
 You must answer all questions to the required level, e.g. provide the number of points, to be
deemed satisfactory in this task
 You will receive your feedback within two weeks - you will be notified by your
Trainer/Assessor when results are available.
Applicable conditions:
 All knowledge tests are untimed and are conducted as open book tests (this means you are
able to refer to your textbook during the test).
 You must read and respond to all questions.
 You may handwrite/use computers to answer the questions.
 You must complete the task independently.
 No marks or grades are allocated for this assessment task. The outcome of the task will be
Satisfactory or Not Satisfactory.
 As you complete this assessment task you are predominately demonstrating your written
skills and knowledge to your trainer/assessor.
 The trainer/assessor may ask you relevant questions on this assessment task to ensure that
this is your own work.
Resubmissions and reattempts:

 Where a student’s answers are deemed not satisfactory after the first attempt a resubmission
attempt will be allowed.
 You must speak to your Trainer/Assessor if you have any difficulty in completing this task and
require reasonable adjustments (e.g. can be given as an oral assessment)
 For more information, please refer to your RTO Student Handbook.
Location:
 This assessment task may be completed in a learning management system (i.e. Moodle) or
independent learning environment.
 Your trainer/assessor will provide you further information regarding the location for
completing this assessment task.
Instructions for answering written questions:

 Complete a written assessment consisting of a series of questions.
 You will be required to correctly answer all the questions.
 Do not start answering questions without understanding what is required from you. Read the
questions carefully and critically analyse them for a few seconds, this will help you to identify
what is really needed.
 Your answers must demonstrate an understanding and application of relevant concepts,
critical thinking, and good writing skills.
 Be concise to the point and write answers according to the given word-limit to each question
and do not provide irrelevant information. Be careful, quantity is not quality.
 Be careful to use non-discriminatory language. The language used should not devalue,
demean, or exclude individuals or groups on the basis of attributes such as gender, disability,
culture, race, religion, sexual preference or age. Gender inclusive language should be used.
 When you quote, paraphrase, summarise or copy information from the sources you are using
to write your answers/research your work, you must always acknowledge the source.
How your trainer/assessor will assess your work?

 This assessment task requires the student to answer all the questions.
 Answers must demonstrate the student’s understanding and knowledge of the unit.
 If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C).
 If at least one of the assessment task is deemed Not Satisfactory (NS), then the unit outcome
is Not Yet Competent (NYC).
 Once all assessment tasks allocated to this Unit of Competency have been undertaken,
trainer/assessor will complete an Assessment plan to record the unit outcome. The outcome
will be either Competent (C) or Not Yet Competent (NYC).
 The “Assessment Plan” is available with the Unit Assessment Pack (UAP) – Cover Sheet.
Purpose of the assessment

This assessment task is designed to evaluate student’s knowledge essential to establish and conduct
business relationships in a range of contexts and industry settings & Knowledge regarding to the
following:
 Knowledge to establish relationship in line with organisational requirements and protocols

and use effective communications skills and techniques to build business relationships.
 Knowledge to proactively identify and take up opportunities to maintain regular contact with
customer and suppliers
 Knowledge to use various negotiation techniques to maximise benefit of relationship for all
parties.
 Knowledge to analyse and incorporate feedback and input from colleagues into negotiation
where appropriate.
 Knowledge to communicate results of negotiations to required stakeholders and colleagues
within required timeframes.
 Knowledge to confirm agreements in writing based on organisational requirements and using
formal contracts where appropriate.
 Knowledge to obtain approval for all aspect of formal agreements based on organisational
procedures.
 Knowledge to evaluate and act on the need for specialist advice as required.
 Knowledge proactively seek, review, and act upon information needed to maintain sound
business relationships.
 Knowledge to honour agreements within scope of individual responsibility, complying with
agreed terms.
 Knowledge to take account of agreed performance indicators.
 Knowledge to make adjustment to agreements in consultation with customer or supplier and
share information with appropriate colleagues.
 Knowledge to nurture relationship through regular contact and use of effective interpersonal
and communication styles.
 Knowledge to collect, review, interpret/understand and analyse/review text-based business
information from a range/number of sources.
 Written knowledge to organise and deliver information to effectively communicate to a range
of stakeholders/interested people.
 Numeracy/numbers- mathematical Knowledge to interpret/understand mathematical data
when reviewing and analysing scenario/setting-situation business information.
 Knowledge to interact/cooperate with others using appropriate conventions/systems when
communicating to, and consulting/discussing with stakeholders/interested parties.
 Knowledge to analyse relevant/appropriate information to identify scope/range of work, goals
and objectives and to evaluate/review options/other choices.
 Knowledge to initiate and enterprise to proactively seek opportunities for building business
relationships.
 Knowledge to use familiar/known digital technology to access/get to information, document
findings/results and communicate them to stakeholders.
Assessment Task 1 - Unit Knowledge Test (UKT)

Instructions:
 This is an individual assessment.
 The purpose of this assessment task is to assess the students’ knowledge essential to
establish and conduct business relationships in a range of contexts and industry settings.
 To make full and satisfactory responses you should consult a range of learning resources,
other information such as handouts and textbooks, learners’ resources and slides.
 All questions must be answered in order to gain competency for this assessment.
Questions:
Question 1. Explain the following institutions with whom a business may seek to establish
business relationship based on organisational requirements and protocols. Answer each way in 50 –
75 words.
a. Cooperative partner with organisation
b. Contractor
c. Customer
d. Networks
e. Supplier
a. cooperative partner with organisation: when two or more businesses are able to get together It
is praised by contributors, funders, and stakeholders when these groups join forces and either co-
develop programmes or coordinate their service delivery. It has become a common practise in the
non profit sector and is a clever method to prevent duplication, reduce competition, and take
advantage of agencies' knowledge and experience. Additionally, it strongly conveys to the
community at large the value of effectiveness and resourcefulness.
b. Contractor: A person or company that contracts with another person or company for work,
typically at a defined price, is referred to as a contractor. Since they are not bound by an
employment contract, contractors are not considered to be workers of a company. Therefore, it's
crucial to make sure you have a clear contract in place for both your roles as an employer and a
type of contractor. Although there are slight distinctions between the terms contractor,
independent contractor, and subcontractor, you can be both at the same time under the right
circumstances.
c. customer: Customer relationship management depends on building and maintaining
relationships with current clients while cultivating loyalty. After building ties with clients, it is crucial
to comprehend how those relationships will be maintained, how they contribute to the expansion
of the company, and how to keep them coming back.
d. Networks : In computing, a network is a collection of two or more interconnected devices.
Several separate computer systems connected by wired or wireless connections make up a network
in practise. The scope can be as little as a single PC giving out basic peripherals, or as large as the
Internet itself, with its vast network of data centres. All networks enable computers and/or people
to share information and resources, regardless of their size.
e. supplier: The relationship with suppliers is crucial because most businesses, whether they are
service or product-oriented, rely on them. Treating suppliers well is crucial since they need to be
dependable and high-quality. Just like any other relationship in the organisation, the relationship
with suppliers is crucial.
Reference from SITXMGT002 Learner Guide page no 7-8
Question 2. List any eight (8) effective communication skills and techniques that can build
1. Listening
Listening is a key aspect of effective communication, and it goes beyond

understanding the words being said. It is about understanding how the individual feels
about what they are communicating.
2. Nonverbal communication
A lot of communication is nonverbal. Nonverbal communication involves body

language such as facial expression, gestures, body movement, eye contact, posture,
tonality in the voice as well as muscle tension and breathing. Thus, it is essential to
pay attention to these factors.
3. Emotional awareness
Emotions are a key factor in communication as they are essentially how an individual
feel how they think, what their motivation is to make decisions or communicate. The
way that an individual reacts to emotionally driven, nonverbal cues affects how they
understand others and how others understand them.
4 Pose inquiries
These enable you to receive feedback, exhibit attentive listening, verify

understanding, and demonstrate respect. Use questions frequently because they are
excellent tools. Ask for confirmation if you're uncertain about a certain detail. Simply
ask the other person for their opinion if you wish to. You may create effective two-way
business communication when you listen and ask pertinent questions.
5. Although it's vital to express your feelings, always be respectful
It's appropriate to say to someone, "I get frustrated when you don't pitch in to help the
team." However, you should also anticipate your co-worker to remark something along
the lines of, "I get frustrated when I have too much work." It's alright. You should try to
figure out a solution to the issue. You may start by outlining your respective
expectations for the workplace. Even though emotion is a component of that
communication, it shouldn't be its conclusion.
6.Be mindful of nonverbal cues
If both parties hunch over, tighten their jaws, and avoid making eye contact, it's
difficult to have open dialogue. Even though the words aren't shouting angrily in this
situation, the nonverbal cues are. Be mindful of your vocal tone as well. It could be
best to wait till things calm if nonverbal cues are overpowering the discourse. To
demonstrate that you are paying attention to what the other person is saying, nod
your head and keep your body open.
7. Recognize good behaviour and reward it.
It takes ongoing effort to communicate well, and you should express gratitude to the
other person for their cooperation. This will keep the lines of communication open and
is a win-win situation.
8. Don't anticipate miracles and practise patience
Communication is both crucial and challenging. While it does not embrace diversity, it
does allow for it. In the end, effective corporate communication is about fostering
relationships rather than winning. Change takes time to manifest.
Question 3. Explain the following opportunities for maintaining regular contact with customers
and suppliers in hospitality industry. Answer in 50 – 75 words.
a. Association membership
b. Cooperative promotions
c. Industry functions
d. Informal social occasions
e. Program of regular telephone contact
f. Social media
a. Association participation:
Within different industries, there are a number of associations that give businesses the chance to
network, find suppliers, develop business opportunities, and find suppliers. Additionally, it may
provide a means of participating in industry-related gatherings, seminars, and networking
opportunities.
b. Cooperative promotions:
Share market research and data that are pertinent to the promotion that the organisations are
investing in, as well as information about the target market, through cooperative promotions.
• Split marketing and promotion expenses.
• Offer a complementary good or service, such as a flight-and-hotel package given by an airline
and travel agency.
• Take reservations and payments on behalf of each organisation.
c. industry function:
Industry events are a great way to meet people and strengthen ties that already exist.
Plan the event and make sure:

• Business cards are ready and distributed to contacts. If one is not provided, make sure to request
one.
• Make it known what company you are representing by wearing a name tag.
• Make sure there is a clear strategy and approach for how new connections and existing
relationships will be strengthened.
• Take a pen and paper with you so you may jot down important details like new connections or
arrangements.
Question 4. Explain any five (5) negotiating techniques that can be used to maximise benefits of
relationship for all parties. Answer in 3 -5 lines for each.
1. Prepare. Preparation is key, and it is essential to prepare to prevent issues

from arising. Identify clearly what the business requires and what is needed
from the negotiation. Conduct research on the other party involved with the
negotiation in order to gain a better understanding of their needs. It is also
essential to understand their strengths and weaknesses. Do not hesitate to
see assistance from other parties, including experts such as accountants,
legal practitioners or those who specialise in particular areas.
2. Timing. Ensure that close attention is paid to timing, including when to

submit requests. There are certain times when it is important to submit
requests; however, sometimes, it is in the best interest to wait. Be aware of
when a request is being pushed too hard as it may affect the relationship
with the other party involved in the negotiation.
3. Ego. Be aware of ego and ensure that it does not interfere with the
negotiation.
4. Listen. Ensure that active listening is being practised and listen to

everything that is being said. Do not interrupt and encourage the other
party to speak first.
5. Clarity. Be clear about what is required and set the bar high; however, do
not set ultimatums.
Question 5. Explain five (5) basic Principles of negotiation. Answer in 3 – 5 lines for each.
Princple1: Check your competitive attitude at the door.
We must concentrate on the potential mindset, which believes that success and value for both
sides are possible. In order to succeed in the modern world, one must abandon the competitive
mindset and adopt a philosophy of possibilities.
Principle 2: The greatest currency is value.

In any negotiation, the best outcome occurs when both parties see the worth in the other. In most
cases, it signifies future business. In contrast, the likelihood of a successful re-engagement is slim
to none if you feel devalued. Don't forget to take value into consideration when negotiating terms
for payment, time, or responsibility.
Principle 3: Handle the difficult situations

It's a fallacy that disagreement makes negotiating more difficult, and it is just that. Conflict and
discord are the lifeblood of negotiations! By framing the conversation at the beginning, we can
help our workplace culture accept differences of opinion. The best strategy for negotiating success
is to move towards the difficult issues rather than away from them.
Principle 4: Ego comes after service

Being ego-centric during a negotiation is the surest way to end up disappointed. Consider this for a
moment: there are two parties to a negotiation, not one. Focusing on service—serving the
negotiation process, serving the rules of engagement, even serving the other party—is the
simplest way to avoid letting ego drive your negotiation outcomes.
Principle 5 - Activity comes before clarity

Too frequently, when people prepare for a negotiation, they spend a great deal of time trying to
predict the results, but in doing so, they establish a rigid procedure on which they become reliant
or in which they become totally paralysed when things don't go as expected. Here's a hint: while
every plan appears to be successful on paper, they all eventually fall short. The finest plans are
those that acknowledge their flaws and incorporate flexibility. You will never be clear at the
beginning of a negotiation; you will only be clear at the conclusion. Start the process, support your
abilities, and gain clarity as you go.
Question 6. Explain five (5) stages in negotiation process. Answer in 3 – 5 lines for each.
1. Prepare:
Negotiation preparation is a vital first stage of the negotiating process. Research both sides of the
discussion and identify any possible trade-offs. Make a list of what concessions you're willing to
put on the bargaining table, and understand who in your organization has decision-making power.
2. Information exchange:
During this stage of the negotiation, the parties compare their initial positions. Each side should be
given an uninterrupted opportunity to express their core concerns and interests, as well as what
they hope to gain from the negotiation and the reasons behind their positions.
3. Clarify:
Both parties continue the discussion they started while exchanging information during the
clarification phase by defending and supporting their statements. If one side disagrees with what
the other is saying, they should calmly debate their differences to come to an understanding.
4. Bargain and work out a solution:

This is the crucial phase of the negotiating process, when both parties start to compromise. After
the first offer is made, each party to the negotiation should make a variety of counteroffers to
solve the issue, all the while managing their compromises. Keep your emotions in check during
bargaining; the most effective negotiators have excellent verbal communication abilities (active
listening and calm feedback; in face-to-face negotiation, this also includes body language). This
stage aims to produce a win-win solution or constructive line of action.
5.Conclusion and application

Regardless of the outcome of the negotiation, both parties should express gratitude to one
another for the discussion once an acceptable solution has been reached. Successful negotiations
are all about building and sustaining strong long-term connections. They should then spell out
what each party should expect, and make sure that the compromise will be carried out
successfully. A written contract and a follow-up to ensure the implementation is proceeding well
are frequently included in this step.
Question 7. Explain the importance of incorporating input and feedback of colleagues and
stakeholders into negotiation and communicating these, with the results of negotiation, within
appropriate timeframes. Answer in 100 – 150 words
Feedback is essential to effective communication since it confirms that both parties understand
one another.
Receiving feedback entails getting a reaction or a response, which is a method for assessing how
well communication went. A greater knowledge of how something has been received can be
attained through feedback, which also helps to pinpoint any potential next steps. Requesting and
getting feedback is essential for all businesses.
It is crucial to ask the other party to the negotiation for their opinion and to get it. In order to get
feedback from the other party in negotiations, it's important to take the following actions:
•When receiving feedback, express thanks.

• If any feedback is unclear, make sure it is clarified.
• Determine whether or not the feedback was reasonable.
• Be clear about the feedback that needs to be implemented, then do it.
• Work on exercising appropriate authority when acting on feedback.
• If the feedback is unjustified or inaccurate, make an effort to fix the problem.
Reference from SITXMGT002 Learner Guide page no 22
Question 1. Why should agreements be confirmed in a formal written contract, based on

organisational requirements? Answer in 50 – 100 words.
After negotiations, the majority of agreements are verbal in nature and are perfectly appropriate
as the only foundation for further activities. It is crucial to formalise these agreements by making
them legally binding.
A typical pro forma contract (form) can be used by the venue as the basis for the agreement, with
the necessary information (such as times, dates, numbers, and destinations) inserted into the
appropriate spaces and the form being signed by both sides.
Question 8. List any five (5) stakeholders from whom approval, permission and/or signatures must
be obtained before a formal agreement can be entered.
1.The board
2.The specialist
3.The money man
4.The head department
5.The owner
Question 9. Why it is important to evaluate and act on the advice from specialist. List any three (3)
other legal requirements that impacts negotiations and agreements where organisation commonly
seek specialist advice. Answer in 50 – 100 words.
1. Establish mutual respect: Working with other companies offers the chance for long-term
partnerships that may result in the expansion of the business in the marketplace and the
formation of alliances with other companies that can be used as a source of strength to boost
profits rather than having competitors.
2. Offer networking contacts as references. This is a chance to learn from others and impart
expertise and information.
3. Industry functions are official or informal public gatherings where commercial alliances and
business contacts are enforced, information is exchanged, and the operating staff is met.
Question 10. Explain any four (4) ways to proactively seek, review, and act upon information
needed to maintain, build and nurture sound business relationships through regular contacts and
using effective interpersonal and communication styles. Answer in 3 – 5 lines for each.
1. Proactivity
We have identified and discussed ways to stay in touch with clients and suppliers on a regular
basis in earlier chapters; some of these possibilities include: association memberships.
collaborative marketing
Industry activities
casual social gatherings
programme for routine phone calls
All of these networking opportunities are crucial for maintaining current connections and offering
chances to actively find and make new contacts.
2. Research
To keep relationships strong, research is essential. Talking with your established network of
business connections and acting on their insightful advice are some examples of conducting
research.
observing news in the media to keep track of what the relationship partners are doing.
To find out what the other side is doing, observe the media commercials they are running.
Read the annual reports of your contact.
Why developing business partnerships is beneficial

• It offers the opportunity to learn from others and share experiences.
• For the business, it may open doors and present opportunities.
• It offers the chance to acquire the most recent and useful knowledge about the sector.
• It might provide the company access to information that others might not have.
Question 11. Explain how can an organisation ensure that the agreements made during negotiation
are honoured and complied with agreed terms. Write your answer in 50 – 100 words.
Respecting agreements while staying within the bounds of authority is essential. When someone
first starts working for a company, the scope of authority is typically limited; however, this
depends on the job type and prior experience. The scope of authority is typically explained at that
time.
Important information on each individual's authority
 Recognize and comprehend the parameters as well as the limits. If there is uncertainty,
speak with management to provide any necessary clarification.
 It is essential never to act beyond the limit of granted authority because that would
suggest that the action is not authorised:
 Consult management before reporting any problems that are found.
 Speak with higher-ups for assistance.
Question 2. Explain the meaning of performance indicator and explain any two (2) performance
indicators that can be measured in hospitality industry. Answer in 3 – 5 lines for each.
KPIs are statistically based goals that both parties are required to meet as part of an agreement.
Depending on the important factors the business refers to, the KPIs may change. KPIs are the
standards used to compare real performance assessed during the course of the contract. At
specific intervals, real performance is compared to these KPIs, and if necessary, steps are taken to
resolve the situation if the actual performance falls short of the specified requirements.
Customer Contentment
Without happy consumers, it may be more difficult to compete with rival businesses for business,
especially in an era where online reviews are the preferred form of payment for new visitors. You
can create a method for gauging consumer happiness, and depending on the findings, you can
gradually enhance your product over time.
Occupancy
The occupancy rate is the most important and straightforward indicator of performance for hotels
and restaurants. measured as the occupancy rate of available spaces over a given time period.
Question 3. Explain why adjustments to the original agreement, in consultation with relevant
customers/suppliers, is sometimes required in 100-150 words. List any three (3) ways to share
information with appropriate colleagues
The achievement of key performance indicators (KPIs) within the agreements is not always
attainable. Adjustments may be made with the approval of both parties if either party is not
fulfilling the KPIs.
Depending on the modifications, there can be certain changes that need to be spelt out in a new
contract or an amended contract that needs to be signed by both parties.
It is crucial to have a conversation where all parties agree on the necessary adjustment and specify
the corrective steps if the situation is to be resolved. Any adjustments should typically be made in
writing.
The terms and conditions can be modified by adding a straightforward amendment page.
The justifications for the modification and revisions needed should be stated.
If the change is substantial, negotiations are necessary and a new contract needs to be created.
The complexity of the current contract and the necessary modifications determine whether or not
a new contract needs to be developed.
Open Forum
Open meetings make it simpler to express your emotions and feelings to your colleagues. They will
see and feel what you are expressing in this type of venue in addition to hearing it. This strategy is
still one of the greatest ones for working well with a team.
emails
Email remains a powerful form of communication in professional contexts. You can communicate
with team members without removing them from their workstations thanks to this.
One on One c
Experts have demonstrated that some people comprehend more clearly when you pull them aside
and speak to them one-on-one. Maintaining eye contact will help the message get through to
them.
Question 12. Explain the following commercial context for business relationship in hospitality
industry. Answer in 3 – 5 lines.
a. Industry structure and interrelationships

b. Sources of supply
c. Distribution and marketing networks
d. Professional networks
a. Industry structure and interrelationships
interter relationships are the way in which two or more things are related to
each other. In
business terms, they can be between departments in a company or between
different businesses within that sector of industry.
b. Sources of supply
There are many options for finding information about the hospitality sector.
Utilize the many information and communication technologies, including online
information systems. It's crucial to read social media reviews of your own place
of business and to respond appropriately if there are negative ones. The
possibility that the majority of the employees will see the benefit of remaining
current and seeking information for themselves increases when there is group
understanding of the material and concepts.
c. Distribution and marketing network

All industries are impacted by distribution channels, however service industries
differ slightly from other sectors since they deliver services to clients rather
than selling goods to them. Many of the transactions clients make in the hotel
and tourism sectors are for services rather than items. A key component of
assuring a member of the hospitality industry's success is marketing that
fosters client loyalty while also attracting new clients.
D. Professional network
A strong marketing strategy is essential for any firm to establish a name, draw
in new clients, and keep existing ones coming back. The hospitality sector is
similar. Marketing managers and executives invest a lot of time and money
into increasing brand recognition and developing continuing, connected
campaigns because consumer loyalty is essential.
These marketing initiatives typically involve print and digital collateral that
targets previous visitors while also drawing in new customers. But there are
distinct difficulties in this industry that must be resolved.
Question 13. Explain effective interpersonal communication skill in 50 – 100 words.
Interpersonal skills are the skills required to effectively communicate, interact, and work with
individuals and groups. Those with good interpersonal skills are strong verbal and non-verbal
communicators and are often considered to be “good with people”. Whether they’re used in
your career or personal life, these skills are important for success.
The majority of what we do in life involves interacting with others. You need to be good at getting
along with others if you want to succeed in your career or make lasting friendships. Although it's
common to think that interpersonal skills come naturally and that you either have them or you
don't, the truth is that you can learn them.
Question 14. Explain key roles, features and inclusion of a contract in 25 – 50 words each.
REQUIRED ELEMENTS
A contract needs to include four things in order to be enforceable:
an intention to establish a legal partnership, an offer, an acceptance, and a consideration (usually
money).
Even so, it may still be ruled unlawful if it: induces someone to commit a crime; is illegal; is
entered into by someone who lacks capacity, such as a kid or bankrupt; or was agreed under
coercion, unconscionable conduct, or undue influence.
General conditions and a contract's format:

The agreement is fundamentally conditioned by the contract. It is possible to cancel the
agreement and demand payment or damages if the criteria of the contract are not met.
Contract warranties are optional clauses that are not essential to the contract. If the guarantees
are not upheld, you cannot terminate the contract; nevertheless, you may be able to claim
damages for any losses suffered.
Question 15. Explain any three (3) different types of formal commercial agreements and contracts
an organisation participates on. Answer in 3 – 5 lines for each.
WRITTEN CONTRACT: -Contain documentation of the terms of the agreement between you and
the hirer.
-Help avoid misunderstandings or arguments by being explicit about the agreement from the start.
-Give you stability and peace of mind by letting you know that you will have work, for how long,
and for how much.
VERBAL CONTRACT Verbal agreements are frequently used in independent contractual

arrangements, but they only function effectively when there are no conflicts. A handshake
agreement may nevertheless qualify as a contract and be upheld by a court, albeit frequently with
difficulty. However, verbal agreements might leave room for ambiguity regarding the rights and
obligations of each participant. If you don't have anything in writing outlining what you both
agreed to do, a disagreement could occur.
The STANDARD FORM CONTRACT A is a pre-written contract in which the majority of the
provisions have been decided upon in advance and there has been little to no negotiation
between the parties. These are frequently printed with just a few blank spots for details like
names, dates, and signatures.
Question 16. Explain the following components of contract law in 3 – 5 lines for each.
a. Terms and obligations of contract
b. Methods of contractual agreement
c. Exclusion clauses
d. Dispute resolution clause
e. Termination of contracts
a. Contractual obligations impose a legal obligation on contractors to carry out the promises
made in the agreement. Before challenging the validity of a contract, one must take into
account a person's reasonable competence to act or refrain from acting.
b. Hiring an outside evaluator requires a documented contract. Agreements regarding an

internal evaluator can also be documented via a formal agreement addressing related
topics.
c. An exclusion clause is a provision in a contract that aims to limit the rights of the
contracting parties. The district courts have historically sought to restrict the application of
exclusion clauses.
d. A dispute resolution clause is a provision in a contract that specifies how disagreements

between the parties to the agreement will be resolved. The drafting of the provision
establishes the agreement's parameters.
e. Terminate a contract implies to do so before both parties have completed their obligations
under it. In other words, the parties' obligation to fulfil their individual contractual
commitments ends before they have fulfilled all of them.
Unit Assessment Result Sheet (UARS)

Assessment Task 1 – Unit Knowledge Test (UKT)
Outcome of Unit First attempt:
Assessment Task (UAT)
Outcome (please make sure to tick the correct checkbox):
Satisfactory (S) ☐ or Not Satisfactory (NS) ☐
Date: _______(day)/ _______(month)/ ____________(year)
Second attempt:
Feedback to Student First attempt:
 Second attempt:
Student Declaration  I declare that the answers I have provided are my own work.
Where I have accessed information from other sources, I have
provided references and or links to my sources.
 I have kept a copy of all relevant notes and reference material
that I used as part of my submission.
 I have provided references for all sources where the
information is not my own. I understand the consequences of
falsifying documentation and plagiarism. I understand how
the assessment is structured. I accept that all work I submit
must be verifiable as my own.
 I understand that if I disagree with the assessment outcome, I
can appeal the assessment process, and either re-submit
additional evidence undertake gap training and or have my
submission re-assessed.
 All appeal options have been explained to me.
Student Name Student
ID
Student Signature
Date
Trainer/Assessor Name
Trainer/Assessor I hold:
Declaration  Vocational competencies at least to the level being delivered
 Current relevant industry skills
 Current knowledge and skills in VET, and undertake
 Ongoing professional development in VET
I declare that I have conducted an assessment of this candidate’s
submission. The assessment tasks were deemed current, sufficient,
valid and reliable. I declare that I have conducted a fair, valid, reliable,
and flexible assessment. I have provided feedback to the above-
named candidate.
Trainer/Assessor Signature
Date
Office Use Only Outcome of Assessment has been entered onto the Student
Management System on _________________ (insert date)
by (insert Name) __________________________________

UAT 2 – Role Play
assessment.
be completed.
during the assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate
these with your trainer/assessor).
the answers).


of information
support, text
format.
assessment task

 Limited study
skills and/or
learning strategies
 Limited study  provision of information or course materials in accessible
skills and/or format, e.g. a text book in braille
 Supply of specialised equipment or services, e.g. a note
assessment task

Assessment Task 2 – Role Play
Assessment type:
 Role Play

 This is the second (2) unit assessment task you have to successfully complete to be deemed
 This assessment task is comprised of a role play.
 This role play should be done based on given case study and scenario.
 You are required to act as a manager in a hotel to build business relationship, conduct
negotiation, make formal business agreements and foster and maintain business relationship
with contractor.
 You are required to perform role play with a student and a trainer/assessor based on various
roles provided in the part of task.
 You must attempt all criteria to the required level, e.g. Assessment criteria mentioned in the
performance checklist to be deemed satisfactory in this task
 This skill test is timed.
 Time allowed to conduct role play is 50 to 60 minutes.
 Time allowed to develop required resources for the session is 3 weeks prior to the roleplay.
 Electronic devices are allowed during this assessment task.
 As you complete this assessment task you are predominately demonstrating your practical
skills, techniques and knowledge to your trainer/assessor.
 Trainer/Assessor may ask you relevant questions during this assessment task.

 Where your answers are deemed not satisfactory after the first attempt a resubmission
require reasonable adjustments (e.g. can be given as an oral assessment).
Location:
 This assessment task may be completed in an independent learning environment or learning
management system.
 Your trainer/assessor will provide you further information regarding the location of
General Instructions for attempting the role play:

 You must explain the topics appropriately.
 Your tone, gestures, body language has to be according to the role you are portraying.
 You will be required to correctly discuss all topics appropriately in easy-to-understand, slang
and abbreviation free language, friendly yet professional manner for this assessment task.
Information about role play:

 Please note that the task includes participation in the role play.
 This type of learning provides a controlled environment in which role players can practice
skills, roles and processes.
 In addition to preparing your own role play, learning is reinforced by observing other team
members and offering comments and constructive feedback.
 This role play focuses on the elements and performance criteria for the unit of competence,
which is available on the training package website http://training.gov.au.
 You have to present your role play to your trainer/assessor on the due date.
 Reasonable adjustment will be allowed for those candidates who are eligible to receive it.
 Please read through the instructions and assessment information carefully, prior to
commencing the tasks.

 This assessment task requires you to act as a manager in a hotel to build business
relationship, conduct negotiation, make formal business agreements and foster and maintain
business relationship with contractor.
 Role play must demonstrate your understanding and knowledge of the unit.
 Student need to be briefed on the role play a minimum of 3 weeks prior to the due date as set
out in the delivery and assessment guide for this unit.
 A copy of the observation checklist (found in the Assessment Guide) in relation to this unit
must be made available to students a minimum of three weeks prior to the assessment.
 Your assessor will provide you with initial oral feedback in class, after the presentations by
yourself and others. This may take the form of individual feedback, if time allows, or it may be
incorporated in observations of a general nature in the debriefing exercise following the role
play. Written feedback incorporating the feedback on your individual presentation, role play
and preparatory work will be provided within two weeks from the due date of your
assessment.
 Your assessor will use an observation checklist/observation guide and provide written
feedback indicating whether your role play and related preparatory work is satisfactory or not
satisfactory.
 A copy of the observation checklist will be made available to students with this role play task,
a minimum of three weeks prior to the assessment.
Purpose of the assessment task:
This assessment task is designed to evaluate your following skills and abilities:
 Skill to establish relationship in line with organisational requirements and protocols and use
effective communications skills and techniques to build business relationships.
 Skill to proactively identify and take up opportunities to maintain regular contact with
contractor.
 Skill to use various negotiation techniques to maximise benefit of relationship for all parties.
 Skill to analyse and incorporate feedback and input from colleagues into negotiation where
appropriate.
 Skill to communicate results of negotiations to required stakeholders and colleagues within
required timeframes.
 Skill to confirm agreements in writing based on organisational requirements and using formal
contracts where appropriate.
 Skill to obtain approval for all aspect of formal agreements based on organisational
procedures.
 Skill to evaluate and act on the need for specialist advice as required.
 Skill to proactively seek, review, and act upon information needed to maintain sound business
relationships.
 Skill to honour agreements within scope of individual responsibility, complying with agreed
terms.
 Skill to take account of agreed performance indicators.
 Skill to make adjustment to agreements in consultation with customer or supplier and share
information with appropriate colleagues.
 Skill to nurture relationship through regular contact and use of effective interpersonal and
communication styles.
 Reading skills to collect, review, interpret/understand and analyses /review text-based
business information from a range/number of sources.
 Written and oral/speech communication skills to organize and deliver information to
effectively communicate with a range of stakeholders/interested people.
 Numeracy/numbers- mathematical Skill to interpret/understand mathematical data when
reviewing and analysing scenario/setting-situation business information.
 Skills to work independently/freely as well as collaboratively/together to make decisions
about project initiation processes.
 Skills to interact/cooperate with others using appropriate conventions/systems when
communicating to, and consulting/discussing with stakeholders/interested parties
 Skills to analyse relevant/appropriate information to identify scope/range of work, goals and
objectives and to evaluate/review options/other choices.
 Skills to use familiar/known digital technology to access/get to information, document

Instructions to complete this assessment task:
 This activity will require you to participate in a role play, assuming the role of manager in the
hotel.
 You must schedule a suitable time for the roleplay and get approval of the assessor.
 Role play should be planned for 50 to 60 minutes.
 For this, you will pair up with one (1) students and Instructor, assigning designated roles to
each person. At the conclusion of the scenario, each student will switch with the other
students to ensure everyone experiences each role fully. If there is an insufficient number of
students, the trainer will assume multiple roles for the scenario, rotating roles at the
conclusion of each exercise. If the student is required to participate in multiple roles for the
exercise, they will also switch after each round, of the role play scenario.
 You must establish relationship by using effective communications skills and techniques and
build business relationships with contractor and customer.
 You must proactively identify and take up opportunities to maintain regular contact with
them.
 You must use various negotiation techniques to maximise benefit of relationship for all
parties.
 You must analyse and incorporate feedback and input from colleagues into negotiation where
appropriate.
 You must communicate results of negotiations to required stakeholders and colleagues within
 You must confirm agreements in writing based on organisational requirements and using
 You must obtain approval for all aspect of formal agreements based on organisational
procedures.
 You must evaluate and act on the need for specialist advice as required.
 You must proactively seek, review, and act upon information needed to maintain sound
 You must honour agreements within scope of individual responsibility, complying with agreed
terms.
 You must take account of agreed performance indicators.
 You must make adjustment to agreements in consultation with customer or supplier and
 You must nurture relationship through regular contact and use of effective interpersonal and
 You should complete the tasks after the case study provided.
 Role plays provide you with the opportunity to take part in activities which mirror real life
career-related scenarios.
 During the role play, the assessor will be looking for:
o Appropriate interaction, body language and communication skills
o Your ability to establish rapport and defuse potentially difficult situations
o The ability to understand, interpret and answer the questions appropriately.
o Suitably documenting and presenting the topics to audience.
o You meet the requirements of the unit of competency or performance criteria
mentioned in the assessment task.
 Trainer must assess the performance as per the performance criteria and checklist provided.
Resources required to complete the assessment task:
 Simulated enviornment, such as classroom
 Computer
 Internet
 MS Excel/MS Word or equivelent
Scenario:
You are a manager at The Red Road hotel, Melbourne looking after the logistics and marketing team.
The hotel has the following facilities:
a. 10 Standard rooms with queen beds and attached bathroom.
b. 1 Dining hall with capacity of 50 guests.
c. 1 Conference rooms (capable of handling 30 – 50 guests)
d. 1 Indoor swimming pool
e. 1 Tennis lawn
Hotel provides following services:
a. Lodging
b. Catering
c. Small events hosting
Case:
Recently management has decided to work with a contracting company for laundry. Management has
asked you to get in touch with possible contracting companies specialising in the laundry business and
negotiate with them on possible rates and services.
Currently, the hotel is using 10 hours per day for laundry. It cost around $40 per hour to hotel. Around
200kg of laundry is cleaned every day. Also, hotel is struggling to find appropriate staff and rotating
available ones for the job which has added dissatisfaction in the staff.
Part A:
RP2.1 Write a prospective post for five (5) social media platforms outlined below, sharing
information about this new opportunity for a laundry service provider. This message should specific
the locality, basic details on the opportunity and ask for service providers to submit their relevant
details and current work portfolio (in the local community) to the hotel, via email. You need to write
each post and put them into an email, addressed appropriately to the hotel owner (your trainer). You
will need to print this out and hand it in as part of this task.
a. LinkedIn
We in Red Road Hotel in Melbourne is looking for a laundry provider to

help us in our daily operations. All interested parties please sent
portfolio at redroadhotel@gmail.com.au
b. Twitter
Red Road Hotel is in need of laundry provider to help our growing
business. The task is simple, 200kg of laundry everyday with reasonable
payment. Please send us your business portfolio.
redroadhotel@gmail.com.au
c. Facebook
Red Road Hotel in Melbourne is looking for a laundry provider with clean
and hygienic way of service. We offer good contract to the right laundry
provider. Please sent your applications and portfolio at
redroadhotel@gmail.com.au or contact us via mobile 0412345678 to
secure a meeting with our staff.
d. Instagram
Red Road Hotel in Melbourne is seeking a laundry provider ASAP. Send

intent of letter to redroadhotel@gmail.com.au or contact 0412345678.
e. Industry/association forum/job board
Red road hotel needs a laundry provider that can do 200kg of laundry
daily, the hotel needs. Send email to redroadhotel@gmail.com.au or
contact 0412345678.
Note: For email – print the email and show to the trainer / instructor.
RP2.2 A contractor has replied back, with interest in the opportunity. They wish for you to call them
to discuss the opportunity in further detail. You will need to call the laundry service provider and
establish and begin building a relationship, using effective communication techniques. Your
trainer/assessor will be acting as the laundry service provider.
Part B:
Assume the laundry service provider has confirmed to work with the hotel as a contractor. Conduct a
negotiation meeting with the contractor.
For negotiation meeting, instructor / trainer will act as the contractor and one of the students will act
as a colleague in the negotiation. If no other students are present, trainer will assume multiple roles.
Ensure following requirement while negotiating:
Minimum requirement:
 Contractor should pick up dirty laundry at 1:00 pm and return clean ones at 1:00 pm the
following day. Should be available during weekends and public holidays as well.
 Laundry should be clean and well pressed.
Good to have:
 Contract period of 6 months.
 Laundry rate of $2.25/Kg as per current cost for hotel. Cost of laundry can be up to 10%
above/below the current cost for hotel.
For student acting as colleague: suggest alternative options to help the negotiation, suggest that
labour conditions in the contract, should be as per labour laws of Australia. Further, suggest
amendments to contract to stipulate that state this task is being administered in, has oversight in
case of legal proceedings.
RP2.3 Use various negotiation techniques to maximise benefit of relationship for both parties.
Proper professional and organisational protocol should be followed. During negotiation, incorporate
feedback and input from colleague where appropriate. The negotiation should cover following:
a. Rate of laundry
b. Time to pick up and delivery
c. Contract period
d. Payment schedule
e. Compensation / penalty in case of delay service
f. Compensation / penalty in case of damaged laundry
g. Late fee / penalty in case hotel delays to pay contractor
h. Performance indicator of the service
List out the negotiated item in following format:
Sno Negotiated item / task Acceptable result Remarks

1 Agreed
Rate of laundry $2.25 per kilo of

laundry
2 Agreed
Time to pick up- delivery Pick up by 1pm and

deliver by 1pm the
following day
3 6 months Agreed
Contract period
4 Every end of the week, Agreed

which is Friday
Payment schedule
5 Full refund Agreed
Compensation / Penalty
in case of delay service
6 Full refund Agreed
Compensation / Penalty
in case of damaged
laundry
7 10% on top of the bill Agreed

and if two bills were not
Late fee / penalty in payed the service will
case hotel delays to pay stop until they clear up
contractor all the payment.
8 Check the status of the Agreed

deliveries like delivering
Performance indicator of it on time, if there is
the service any damage or any
stains that are left in
some laundries
RP2.4 Communicate the result of negotiation via email to appropriate colleagues and
stakeholders /contractor (Trainer/Instructor) after negotiation is completed.
RP2.5 Prepare a written contract to confirm the agreement with the contractor. Obtain approval for
all aspects of the formal agreements from the contractor and stakeholders present in the meeting.
Use the template provided.
Contract for Services Rendered
This is a contract entered into by _________Red Road Hotel_________________ (hereinafter

referred to as "the Provider") and _______LBC Laundry______(hereinafter referred to as "the
Client") on this date,__________4 November 2022___________________ .
The Provider's place of business is ____________Red Road Hotel In Melbourne__________
and the Client's place of business is _________________LBC Laundry___________.
The Client hereby engages the Provider to provide services described herein under "Scope and
Manner of Services." The Provider hereby agrees to provide the Client with such services in
exchange for consideration described herein under "Payment for Services Rendered."
Scope and Manner of Services
Terms and obligations / Exclusion / Dispute Acceptable result

resolutions
Rate of laundry $2.25 per kilo of laundry
Time to pick up- delivery Pick up by 1pm and deliver by 1pm

the following day
6 months
Contract period
Every end of the week, which is Friday
Payment schedule
Full refund
Compensation / Penalty in case of

delay service
Full refund

damaged laundry
10% on top of the bill and if two bills
were not payed the service will stop
Late fee / penalty in case hotel delays until they clear up all the payment.
to pay contractor
Check the status of the deliveries like

delivering it on time, if there is any
Performance indicator of the service damage or any stains that are left in
some laundries
Payment for Services Rendered
The Client shall pay the Provider for services rendered according to the Payment Schedule as
below, within calendar days of the date on any invoice for services rendered from the Provider.
Payment date: _________Every Friday of the week_____________
Should the Client fail to pay the Provider the full amount specified in any invoice within
calendar days of the invoice's date, a late fee equal to 10% shall be added to the amount due
and interest of percent per annum shall accrue from the calendar day following the invoice's
date.
The contract will last for _______6___________months and will be terminated if not renewed.
On agreement of both parties, the contract can be terminated any time before the end of
contract period.
Applicable Law
This contract shall be governed by the laws of the County of ____Australia__________ in the
State of ________Melbourne_________________ and any applicable Federal law.
Signatures
In witness of their agreement to the terms above, the parties or their authorized agents hereby
affix their signatures:
____________________________________ _________________________________
The red road hotel, Melbourne Cleaning company A
(Name of Client or agent) (Name of Provider or agent)
____________________________________ _________________________________

(Signature of Client or agent) (Date) (Signature of Provider or agent) (Date)
RP2.6 Assume another student is a specialist and ask for any suggestions that need to be part of the
contract. Student must provide one relevant suggestion that will be implemented into the contract. If
there are insufficient number of students, trainer will assume this role.
Respecting any agreements that fall under your personal sphere of control is very crucial. When you
join a new business or company, the boundaries of your power will be explained to you. First off,
based on your position and prior experience, your authority is typically restricted.
Important information on each individual's authority
Knowing and comprehending the boundaries and restrictions is crucial. To achieve this, ask for
workplace examples and clear up any confusion by speaking with management.
Never go beyond your scope of authority. If, however, the situation is beyond your authority:
Send the issue to a senior member of the hierarchy. For advice, consult senior authorities.
breaking agreements
Refusing to fulfil contractual commitments or pay a fee is what this action entails.
A transaction might be dishonoured if the seller fails to deliver the products or if the customer fails to
make payment. In contracts, a party may breach the agreement by changing the terms, providing
past-due funds or commodities, or failing to carry out their contractually mandated obligations.
 Consequences of breaking agreements

 Agreement breach: Affects a company's reputation and goodwill.
 Create a bad impression of the company.
 Destroys the trust that the company has built up over the course of its existence Causes legal
action
 Eliminates the possibility of long-term connections
RP2.7 Sign the contract to confirm the contract between two parties and hand this to your
trainer/assessor to demonstrate completion of this task.
Template for contract preparation. You can change the content as per need.
Contract for Services Rendered
This is a contract entered into by _________Red Road Hotel_________________ (hereinafter
referred to as "the Provider") and _______LBC Laundry______(hereinafter referred to as "the
Client") on this date,__________4 November 2022___________________ .
The Provider's place of business is ____________Red Road Hotel In Melbourne__________
and the Client's place of business is _________________LBC Laundry___________.
Scope and Manner of Services
Terms and obligations / Exclusion / Dispute Acceptable result

resolutions
Rate of laundry $2.25 per kilo of laundry
Time to pick up- delivery Pick up by 1pm and deliver by 1pm

the following day
6 months
Contract period
Every end of the week, which is Friday
Payment schedule
Full refund

delay service
Full refund

damaged laundry
10% on top of the bill and if two bills

were not payed the service will stop
Late fee / penalty in case hotel delays until they clear up all the payment.
to pay contractor
Check the status of the deliveries like

delivering it on time, if there is any
Performance indicator of the service damage or any stains that are left in
some laundries
Payment date: _________Every Friday of the week_____________
Should the Client fail to pay the Provider the full amount specified in any invoice within
calendar days of the invoice's date, a late fee equal to 10% shall be added to the amount due
and interest of percent per annum shall accrue from the calendar day following the invoice's
date.
The contract will last for _______6___________months and will be terminated if not renewed.
On agreement of both parties, the contract can be terminated any time before the end of
contract period.
Applicable Law
This contract shall be governed by the laws of the County of ____Australia__________ in the
State of ________Melbourne_________________ and any applicable Federal law.
Signatures
____________________________________ _________________________________
(Name of Client or agent) (Name of Provider or agent)
____________________________________ _________________________________

(Signature of Client or agent) (Date) (Signature of Provider or agent) (Date)
Part C:
Assume the laundry service provider is working as per the contract. On Thursday afternoon, there
were three chair covers which had been stained with wine after being laundered and one curtain from
the kitchen had a tear.
RP2.8 Call the laundry service provider to seek and review the concern and try to maintain sound
business relationships. Base the feedback to the contractor honour within the scope of your individual
responsibility. Inform him that the agreed performance indicator on cleanness has not been met.
Your instructor will act as contractor.
Hello, this is Sukhpreet kaur, the manager of red road hotel.
I called to inform you that the curtains delivered this afternoon are ruined. I am open
for explanation and reasonable solutions so that this incident will not happen again.
Thank you for your time and kind consideration. Have a nice day
GOODBYE.
RP2.9 Based on the feedback and consultation with contractor, make adjustments to the agreement
and share the information with appropriate colleagues and stakeholders via email. Adjustments
should take into account the fact that a small percentage of laundry will be damaged in the course of
business and that goods older than X year and/or washed X amount of times previously may sustain
damage. Ensure accurate performance indicators/measures around this issue are incorporated into
the agreement.
RP2.10 Call the contractor to thank them and share the updated contract. Use effective interpersonal
and communication styles to nurture the relationship. During call, talk about cooperative promotions
to market each other to clients. The contractor can promote the hotel in its outlets while the hotel
can recommend the contractor to other hotels with in its association.
HELLO, GOOD MORNING
This is Sukhpreet Kaur from red road hotel.
I just wanted to thank you for the refund and i am happy that we settled our issues
about the damaged laundry. I emailed you a copy of the report regarding the incident.
Thank you for your consideration and it is nice doing business with you
HAVE A GOOD DAY,
BYE
Assessment Task 2 – Role Play (SITXMGT002 Establish and conduct

business relationships)
Assessor Checklist
Your presentation will be assessed by your assessor and must cover the following “Observation
guide”:
S N/S Comments and feedback to student

To be assessed as satisfactory (S) in this
assessment task the participant needs to
demonstrate competency in the following
critical aspects of evidence
a) Appropriate and professional body  
language, gestures and tone.
b) Established relationship in line with  

organisational requirements and
protocols and use effective
communications skills and techniques
to build business relationships.
c) Proactively identified and took up  
opportunities to maintain regular
contact with contractor.
d) Used various negotiation techniques to  

maximise benefit of relationship for
all parties.
e) Analysed and incorporated feedback  

and input from colleagues into
negotiation where appropriate.
f) Communicated results of negotiations  

to required stakeholders and
colleagues within required
timeframes.
g) Confirmed agreements in writing  

based on organisational requirements
and using formal contracts where
appropriate.
h) Obtained approval for all aspect of  

formal agreements based on
organisational procedures.
i) Evaluated and act on the need for  

specialist advice as required.
j) Proactively seek, reviewed, and acted  

upon information needed to maintain
sound business relationships.
k) Honoured agreements within scope of  

individual responsibility, complying
with agreed terms.
l) Took account of agreed performance  

indicators.
m) Made adjustment to agreements in  

consultation with customer or supplier
and shared information with
appropriate colleagues.
n) Nurtured relationship through regular  

contact and use of effective
interpersonal and communication
styles.
o) Ability to understand the questions  

and answering correctly.

Second attempt:
 Second attempt:
ID
Student Signature
Date
named candidate.
Date
by (insert Name) __________________________________

UAT 3 – Role Play

assessment.
be completed.
during the assess
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• +++++ent (refer to the Reasonable Adjustments Strategy Matrix and negotiate these with your
trainer/assessor).
the answers).


of information
support, text
format.
assessment task

 Limited study
skills and/or
learning strategies
 Limited study  provision of information or course materials in accessible
skills and/or format, e.g. a text book in braille
 Supply of specialised equipment or services, e.g. a note
assessment task

Assessment type:
 Role Play

 This is the last unit assessment task you have to successfully complete to be deemed
 This assessment task is comprised of a role play.
 This role play should be done based on given case study and scenario.
 You are required to act as a manager in a hotel to build business relationship, conduct
negotiation, make formal business agreements and foster and maintain business relationship
with customer.
 You are required to perform role play with a student and a trainer/assessor based on various
roles provided in the part of task.
 You must attempt all criteria to the required level, e.g. Assessment criteria mentioned in the
performance checklist to be deemed satisfactory in this task
 This skill test is timed.
 Time allowed to conduct role play is 50 to 60 minutes.
 Time allowed to develop required resources for the session is 3 weeks prior to the roleplay.
 Electronic devices are allowed during this assessment task.
 As you complete this assessment task you are predominately demonstrating your practical
skills, techniques and knowledge to your trainer/assessor.
 Trainer/Assessor may ask you relevant questions during this assessment task.

 Where your answers are deemed not satisfactory after the first attempt a resubmission
require reasonable adjustments (e.g. can be given as an oral assessment).
Location:
 This assessment task may be completed in an independent learning environment or learning
management system.
 Your trainer/assessor will provide you further information regarding the location of
General Instructions for attempting the role play:

 You must explain the topics appropriately.
 Your tone, gestures, body language has to be according to the role you are portraying.
 You will be required to correctly discuss all topics appropriately in easy-to-understand, slang
and abbreviation free language, friendly yet professional manner for this assessment task.
Information about role play:

 Please note that the task includes participation in the role play.
 This type of learning provides a controlled environment in which role players can practice
skills, roles and processes.
 In addition to preparing your own role play, learning is reinforced by observing other team
members and offering comments and constructive feedback.
 This role play focuses on the elements and performance criteria for the unit of competence,
which is available on the training package website http://training.gov.au.
 You have to present your role play to your trainer/assessor on the due date.
 Reasonable adjustment will be allowed for those candidates who are eligible to receive it.
 Please read through the instructions and assessment information carefully, prior to
commencing the tasks.

 This assessment task requires you to act as a manager in a hotel to build business
relationship, conduct negotiation, make formal business agreements and foster and maintain
business relationship with customer.
 Role play must demonstrate your understanding and knowledge of the unit.
 Student need to be briefed on the role play a minimum of 3 weeks prior to the due date as set
out in the delivery and assessment guide for this unit.
 A copy of the observation checklist (found in the Assessment Guide) in relation to this unit
must be made available to students a minimum of three weeks prior to the assessment.
 Your assessor will provide you with initial oral feedback in class, after the presentations by
yourself and others. This may take the form of individual feedback, if time allows, or it may be
incorporated in observations of a general nature in the debriefing exercise following the role
play. Written feedback incorporating the feedback on your individual presentation, role play
and preparatory work will be provided within two weeks from the due date of your
assessment.
 Your assessor will use an observation checklist/observation guide and provide written
feedback indicating whether your role play and related preparatory work is satisfactory or not
satisfactory.
 A copy of the observation checklist will be made available to students with this role play task,
a minimum of three weeks prior to the assessment.
Purpose of the assessment task:
This assessment task is designed to evaluate your following skills and abilities:
 Skill to establish relationship in line with organisational requirements and protocols and use
effective communications skills and techniques to build business relationships.
 Skill to proactively identify and take up opportunities to maintain regular contact with
customer.
 Skill to use various negotiation techniques to maximise benefit of relationship for all parties.
 Skill to analyse and incorporate feedback and input from colleagues into negotiation where
appropriate.
 Skill to communicate results of negotiations to required stakeholders and colleagues within
 Skill to confirm agreements in writing based on organisational requirements and using formal
contracts where appropriate.
 Skill to obtain approval for all aspect of formal agreements based on organisational
procedures.
 Skill to evaluate and act on the need for specialist advice as required.
 Skill to proactively seek, review, and act upon information needed to maintain sound business
relationships.
 Skill to honour agreements within scope of individual responsibility, complying with agreed
terms.
 Skill to take account of agreed performance indicators.
 Skill to make adjustment to agreements in consultation with customer or supplier and share
information with appropriate colleagues.
 Skill to nurture relationship through regular contact and use of effective interpersonal and
 Reading skills to collect, review, interpret/understand and analyses /review text-based
business information from a range/number of sources.
 Written and oral/speech communication skills to organize and deliver information to
effectively communicate with a range of stakeholders/interested people.
 Numeracy/numbers- mathematical Skill to interpret/understand mathematical data when
reviewing and analysing scenario/setting-situation business information.
 Skills to work independently/freely as well as collaboratively/together to make decisions
about project initiation processes.
 Skills to interact/cooperate with others using appropriate conventions/systems when
communicating to, and consulting/discussing with stakeholders/interested parties
 Skills to analyse relevant/appropriate information to identify scope/range of work, goals and
objectives and to evaluate/review options/other choices.
 Skills to use familiar/known digital technology to access/get to information, document

Instructions to complete this assessment task:
 This activity will require you to participate in a role play, assuming the role of manager in the
hotel.
 You must schedule a suitable time for the roleplay and get approval of the assessor.
 Role play should be planned for 50 to 60 minutes.
 For this, you will pair up with one (1) students and Instructor, assigning designated roles to
each person. At the conclusion of the scenario, each student will switch with the other
students to ensure everyone experiences each role fully. If there is an insufficient number of
students, the trainer will assume multiple roles for the scenario, rotating roles at the
conclusion of each exercise. If the student is required to participate in multiple roles for the
exercise, they will also switch after each round, of the role play scenario.
 You must establish relationship by using effective communications skills and techniques and
build business relationships with customer.
 You must proactively identify and take up opportunities to maintain regular contact with
them.
 You must use various negotiation techniques to maximise benefit of relationship for all
parties.
 You must analyse and incorporate feedback and input from colleagues into negotiation where
appropriate.
 You must communicate results of negotiations to required stakeholders and colleagues within
 You must confirm agreements in writing based on organisational requirements and using
 You must obtain approval for all aspect of formal agreements based on organisational
procedures.
 You must evaluate and act on the need for specialist advice as required.
 You must proactively seek, review, and act upon information needed to maintain sound
 You must honour agreements within scope of individual responsibility, complying with agreed
terms.
 You must take account of agreed performance indicators.
 You must make adjustment to agreements in consultation with customer or supplier and
 You must nurture relationship through regular contact and use of effective interpersonal and
 You should complete the tasks after the case study provided.
 Role plays provide you with the opportunity to take part in activities which mirror real life
career-related scenarios.
 During the role play, the assessor will be looking for:
o Appropriate interaction, body language and communication skills
o Your ability to establish rapport and defuse potentially difficult situations
o The ability to understand, interpret and answer the questions appropriately.
o Suitably documenting and presenting the topics to audience.
o You meet the requirements of the unit of competency or performance criteria
mentioned in the assessment task.
 Trainer must assess the performance as per the performance criteria and checklist provided.
Resources required to complete the assessment task:
 Simulated enviornment, such as classroom

 Computer
 Internet
 MS Excel/MS Word or equivelent
Scenario:
You are a manager at The Red Road hotel in Melbourne, looking after the logistics and marketing team
as provided in the scenario of UAT2.
You are at a social networking function when you overhear one of the guests talking about plans to
work with a hotel to provide lunch box services to a school on a daily basis.
Part A:
RP3.1 Approach her to verify if a lunch box delivery service provider has already been decided upon
and if there is any chance that you can help her. Establish a relationship with the prospective
client with effective communication skills and techniques to build business relationships.
Your trainer/instructor will act as that prospective client.
Hello,
Sorry to disturb you. I just wanted to introduce myself.
My name is Sukhpreet Kaur, I am the marketing manager of red road hotel. I
Overheard that you are in need for a caterer to manage the school
Lunch.
I would like to hand you my card and please feel free to contact me
Anytime as our hotel cater for all occasions.
I assure you that we can provide everything that you need. It’s so nice
Meeting you and I hope we can talk more soon,
Thank you for your time
RP3.2 Maintain contact with the lady via emails to thank her and show willingness to work together
for the prospect work.
a. First email the prospective client, thanking her for the opportunity and looking
forward to working together, as well as, any further additional information
b. Second email responding to:
i. Additional information
ii. Reputation in the community
iii. Ability to meet timeframes required
c. Third email responding to queries regarding:
i. Specific lunch menu items
1. Vegetarian items
2. juice
3. seasonal variations
ii. Pricing requirements
These emails will need to all be printed and given to your trainer. Each email should be written in a
professional manner, addressed appropriately and in no more than 150-200 words each.
Assume that the school you approached has agreed to work with your hotel and wants further
negotiations.
Conduct a negotiation meeting with the customer.
For the negotiation meeting, your instructor / trainer will act as the customer and one student will act
as a colleague in the negotiation.
Ensure the following requirements are negotiated:

Requirements:
 Minimum of 75 lunch boxes should be ordered per day. If the number of boxes ordered is less
than 75, extra 10% charge will be applied to each box.
 Each food box will contain a mix of 2 non-vegetarians and 1 vegetarian item with 1 seasonal
fruit and a juice.
 For vegetarians, 3 vegetarian items, 1 seasonal fruit and a juice will be available.
 For above configurations, the cost price is $10 a box at 75 boxes. You need to sell more than
this for the deal to be commercially viable.
Other:
 Can reduce price if 1 food item is reduced.
 Can provide different food combination on each day for a week.
 Contract period should be for a minimum of 3 months.
For student acting as colleague: suggest alternative options to help the negotiation.
RP3.3 Use various negotiation techniques to maximise the benefit of the relationship for both
parties. Proper professional and organisational protocols should be followed. During the negotiation,
incorporate feedback and input from colleagues where appropriate. The negotiation should cover the
following:
i. Minimum number of lunch boxes that need to be ordered.
j. Cost per packet.
k. Content of the lunch box.
l. Time for delivery
m. Contract period
n. Payment schedule
o. Quality requirement
p. Compensation / penalty in case of delay in service
q. Compensation / penalty in case of issue with food item.
r. Late fee / penalty in case school delays to pay
s. Performance indicators of the service
List out the negotiated items in the template provided under UAT2, RP2.3.
s.n Negotiated item /task Acceptable Remarks

o Result
1 Minimum number of lunch 75 Lunch Approved
boxes that need to be ordered. Boxes
2 Cost per packet. $10 Per Box Approved
3 Content of the lunch box. A mix of 2 Approved

nonvegetarians
and 1
vegetarian
item with 1
seasonal fruit
and a
juice.
4 Time for delivery 9:30 in the Approved

morning
5 Contract period 3 months Approved
6 Payment schedule 7 days period Approved

time for
each bill
7 Quality requirement Delivered on Approved

time and no
damage
8 Compensation / penalty in 15% discount Approved

case of delay in service to the bill
9 Compensation / penalty in Take it back Approved

case of issue with food item. and cut
form the bill
10 Late fee / penalty in case 10% surcharge Approved

school delays to pay will be
applied to the
bill
11 Performance indicators of On time Approved

the service delivery and
customer
feedback
RP3.4 Communicate the result of the negotiation via Email to the appropriate colleagues and
stakeholders /customer (Trainer/Instructor) after the negotiation is completed.
RP3.5 Prepare a written contract to confirm the agreement with the contractor. Obtain approval for
all aspects of formal agreements from customer and stakeholders present in the meeting. Use the
contract template provided in UAT2, RP2.5.
This is a contract entered into by ________Red Road Hotel__________ (hereinafter referred to

as "the Provider") and __________LBC School_________(hereinafter referred to as "the Client")
on this date____ November 4th 2020_____________ .
The Provider's place of business is ______Red Road Hotel in Melbourne______

and the Client's place of business is ____________LBC School_____________.

o Result
1 Minimum number of lunch 75 Lunch Boxes Approved

boxes that need to be ordered.

nonvegetarians
and 1
vegetarian item
with 1
seasonal fruit
and a
juice.

morning

time for
each bill

time and no
damage


form the bill

applied to the
bill

customer
feedback

Payment date: ____________7 days period time after the
bill__________________
Should the Client fail to pay the Provider the full amount specified in any invoice within calendar
days of the invoice's date, a late fee equal to <10%> shall be added to the amount due and interest
of percent per annum shall accrue from the calendar day following the invoice's date.
The contract will last for _______3______months and will be terminated if not renewed. On
agreement of both parties, the contract can be terminated any time before the end of contract
period.
Applicable Law
This contract shall be governed by the laws of the County of ____Australia_______ in the State
of _____Melbourne________ and any applicable Federal law.
Signatures
_____________________________________________________________________
(Name of Client or agent) (Name of Provider
or agent)
Sukhpreet Kaur
_____________________________________________________________________
(Signature of Client or agent) (Date) (Signature of Provider
or agent) (Date)
Mr. Hassan
RP3.6 Your trainer/assessor will act as a specialist who you will need to hold discussions with,
regarding specialist advice for the contract. Assume your trainer/assessor is a business advisor
It is significantly important to honour all agreements within your personal scope of

authority. The scope of authority will be explained to you when you join a new business
or company. To begin with, your authorisation is usually limited (depending on your job
role and previous experience).
Important information regarding individual scope of authority • It's crucial to be aware of

and comprehend the boundaries. To achieve this, ask for workplace examples and clear up
any confusion by speaking with management.
• Never go beyond your scope of authority. If, however, the situation is beyond your
authority:
Talk to senior authorities for advice or refer the issue to someone higher up the ladder.
•Breaking agreements
Refusing to fulfil contractual commitments or pay a fee is what this action entails.
A transaction might be dishonoured if the buyer or seller fails to make payment or if the
vendor fails to deliver the ordered products. A party may violate a contract by changing
the terms, providing goods or payments that are past due, or neglecting to carry out their
contractual obligations.
Consequences of breaching contracts.
Inability to keep promises:
 Impacts business reputation and goodwill.

 Create negative image of the business.
 Harms the trust that the business has obtained throughout its lifespan.
 Leads to legal actions
 Destroys potential for ongoing relationships.
RP3.7 Sign the contract to confirm the contract between two parties.

as "the Provider") and __________LBC School_________ (hereinafter referred to as "the Client")


o Result


nonvegetarians
and 1
vegetarian item
with 1
seasonal fruit
and a
juice.

morning

time for
each bill

time and no
damage


form the bill

applied to the
bill

customer
feedback

bill__________________
days of the invoice's date, a late fee equal to <10%> shall be added to the amount due and interest
period.
Applicable Law
Signatures
_____________________________________________________________________
or agent)
Sukhpreet Kaur
_____________________________________________________________________
or agent) (Date)
Mr. Hassan
Part C:
RP3.8 Assume that is the 2nd week of catering to the school and that, based on prior agreement,
payment should be today (Friday). You have called the liaison officer for this program at the school, to
discuss any relevant feedback relating to the current service, which is within the scope of your
individual responsibilities. As part of this call, you need to discuss when payment will be taking place,
for the current services rendered. Finally discuss the addition of the new clause, put forward by your
specialist business advisor.
HELLO,
THIS IS SUKHPREET KAUR, THE MANAGER OF RED ROAD HOTEL.
I CALLED TO INFORM YOU THAT THE PAYMENT IS DUE TODAY. WE ALSO WANTED TO
DISCUSS ABOUT ANY RELEVANT FEEDBACK TO OUR CURRENT SERVICE.
WE ALSO WANT TO DISCUSS ABOUT THE ADDITION OF THE NEW CLAUSE, PUT
FORWARD BY YOUR SPECIALIST BUSINESS ADVISOR
THANK YOU FOR YOUR TIME AND KIND COSIDERATION.

HAVE A NICE DAY
GOODBYE.
Trainer/assessor will act as customer.
RP3.9 Based on the feedback and consultation with the customer, make adjustments to the
agreement, have the customer sign the adjusted agreement and share the information with the
appropriate colleagues via email. (The signed copy of this document should be handed to your
trainer/assessor at the end of the task).

as "the Provider") and __________LBC School_________(hereinafter referred to as "the Client")


o Result


nonvegetarians
and 1
vegetarian item
with 1
seasonal fruit
and a
juice.

morning

time for
each bill

time and no
damage


form the bill

applied to the
bill

customer
feedback

bill__________________
days of the invoice's date, a late fee equal to 10%> shall be added to the amount due and interest
period.
Applicable Law
Signatures
_____________________________________________________________________
or agent)
Sukhpreet Kaur
_____________________________________________________________________
or agent) (Date)
Mr. Hassan
RP3.10 Call the customer to thank them and share the updated contract. Use effective interpersonal
and communication styles to nurture the relationship. During the call, talk about cooperation for
utilising networks for marketing and provide positive review in the company Facebook page and
company website.
HELLO, GOOD MORNING

THIS IS SUKHPREET KAUR FROM RED ROAD HOTEL
I JUST WANTED TO THANK YOU FOR THE COOPERATION THAT YOU HAVE GIVEN US AND
FOR UTILISING THE NETWORKS OFR MARKETING.
WE ALSO WANTED TO THANK YOU FOR GIVING POSITIVE REVIEW IN THE COMPANY’S
FACEBOOK PAGE AND WEBSITE. I EMAILED TO YOU THE UPDATED CONTRACT FOR YOUR
REFERENCE.
THANK YOU FOR YOUR CONISDERATION AND IT IS NICE DOING BUSINESS WITH YOU
HAVE A GOOD DAY, BYE
Assessment Task 2 – Role Play (SITXMGT002 Establish and conduct

business relationships)
Assessor Checklist
Your presentation will be assessed by your assessor and must cover the following “Observation
guide”:
S N/S Comments and feedback to student

To be assessed as satisfactory (S) in this
assessment task the participant needs to
demonstrate competency in the following
critical aspects of evidence
a) Appropriate and professional body  
language, gestures and tone.
b) Established relationship in line with  

organisational requirements and
protocols and use effective
communications skills and techniques
to build business relationships.
c) Proactively identified and took up  
opportunities to maintain regular
contact with Customer.
d) Used various negotiation techniques to  

maximise benefit of relationship for
all parties.
e) Analysed and incorporated feedback  

and input from colleagues into
negotiation where appropriate.
f) Communicated results of negotiations  

to required stakeholders and
colleagues within required
timeframes.
g) Confirmed agreements in writing  

based on organisational requirements
and using formal contracts where
appropriate.
h) Obtained approval for all aspect of  

formal agreements based on
organisational procedures.
i) Evaluated and act on the need for  

specialist advice as required.
j) Proactively seek, reviewed, and acted  

upon information needed to maintain
sound business relationships.
k) Honoured agreements within scope of  

individual responsibility, complying
with agreed terms.
l) Took account of agreed performance  

indicators.
m) Made adjustment to agreements in  

consultation with customer or supplier
and shared information with
appropriate colleagues.
n) Nurtured relationship through regular  

contact and use of effective
interpersonal and communication
styles.
o) Ability to understand the questions  

and answering correctly.

Second attempt:
 Second attempt:
ID
Student Signature
Date
named candidate.
Date
by (insert Name) __________________________________

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SITXMGT002 - Establish and conduct business relationships

(Unit Assessment Pack)

Unit Assessment Pack (UAP) – Cover Sheet

Course and Unit Details

Unit code SITXMGT002

Assessment Submission Method

Student signature: ________________________________

Final result C/NYC Date assessed

• Build business relationships.

The student will have access to the following:

 Food Standards Australia New Zealand Act 1991

For further information about this unit go to https://training.gov.au/Training/Details/SITXMGT002

For more information, please refer to RTO Student Handbook.

Unit Pre-Assessment Checklist (UPAC)

Section 2: Reasonable adjustments

Reasonable Adjustment Strategies Matrix (Trainer/Assessor to complete)

Category Possible Issue Reasonable Adjustment Strategy

Reasonable Adjustment Strategies Matrix (Trainer/Assessor to complete)

Category Possible Issue Reasonable Adjustment Strategy

Explanation of reasonable adjustments strategy used (If required)

Unit Assessment Task (UAT)

Assessment task description:

Resubmissions and reattempts:

Instructions for answering written questions:

How your trainer/assessor will assess your work?

Purpose of the assessment

 Knowledge to establish relationship in line with organisational requirements and protocols

Assessment Task 1 - Unit Knowledge Test (UKT)

with suppliers is crucial.

Reference from SITXMGT002 Learner Guide page no 7-8

Listening is a key aspect of effective communication, and it goes beyond

A lot of communication is nonverbal. Nonverbal communication involves body

These enable you to receive feedback, exhibit attentive listening, verify

5. Although it's vital to express your feelings, always be respectful

6.Be mindful of nonverbal cues

7. Recognize good behaviour and reward it.

Reference from SITXMGT002 Learner Guide page no 10-11

Plan the event and make sure:

Reference from SITXMGT002 Learner Guide page no 12-13

1. Prepare. Preparation is key, and it is essential to prepare to prevent issues

2. Timing. Ensure that close attention is paid to timing, including when to

4. Listen. Ensure that active listening is being practised and listen to

Reference from SITXMGT002 Learner Guide page no 20-21

Principle 2: The greatest currency is value.

Principle 3: Handle the difficult situations

Principle 4: Ego comes after service

Principle 5 - Activity comes before clarity

Reference from SITXMGT002 Learner Guide page no 19-20

4. Bargain and work out a solution:

5.Conclusion and application

Reference from SITXMGT002 Learner Guide page no 20-21

•When receiving feedback, express thanks.

Reference from SITXMGT002 Learner Guide page no 22

Question 1. Why should agreements be confirmed in a formal written contract, based on

Why developing business partnerships is beneficial

a. Industry structure and interrelationships

a. Industry structure and interrelationships

c. Distribution and marketing network

Question 13. Explain effective interpersonal communication skill in 50 – 100 words.

General conditions and a contract's format:

VERBAL CONTRACT Verbal agreements are frequently used in independent contractual

b. Hiring an outside evaluator requires a documented contract. Agreements regarding an

d. A dispute resolution clause is a provision in a contract that specifies how disagreements

Date: ___(day)/ _(month)/ __________(year)

Date: ___(day)/ _(month)/ __________(year)

This is a contract entered into by _Red Road Hotel_________ (hereinafter

The Provider's place of business is __Red Road Hotel In Melbourne

Payment date: _Every Friday of the week_____

The Provider's place of business is __Red Road Hotel In Melbourne

and the Client's place of business is _______LBC Laundry_.