Assessment Tasks and Instructions

Student Name
Student Number
Course and Code
Unit(s) of Competency and Code(s) SITXHRM003 Lead and manage people
Stream/Cluster
Trainer/Assessor

Assessment for this Unit of Competency/Cluster Details

Assessment 1 Short Answers
Assessment 2 Project
Assessment 3 Practical Observation
Assessment conducted in this instance: Assessment 1 2 3

Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required

Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:

Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date

2nd Assessor to complete

I agree the adjustments applied to this assessment are reasonable
Name

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 Signature Date
Assessment Guidelines

What will be assessed

The purpose of this assessment is to assess your underpinning knowledge to complete the tasks outlined in the
elements and performance criteria for this unit of competency and relating to the following aspects:

 roles of and functions performed by supervisors and managers:

o decision making
o delegating tasks
o monitoring staff
o planning and organising
o providing information:
 organisation performance
 changes in organisational policies
 marketing information and targets
 overall organisational objectives
 plans for new equipment
 rationale for management decisions
 technology updates
 training developments
 expectations, roles and responsibilities of team members:
o adhering to policies and procedures
o cooperative and open communication
o nature and scope of work
o relationships with others in the workplace and interdependent areas of activity
o reporting requirements
 considerations in the individual development of staff:
o change in job responsibilities
o external training and professional development
o formal promotion
o internal training and professional development
o opportunity for greater autonomy or responsibility
 features of different leadership styles
 features of open and supportive communication
 characteristics of effective leadership
 principles of teamwork and:
o characteristics of effective teams
o roles and attributes of team members
o organisation of teams
o potential team problems
o benefits of effective teamwork
 role and theories of motivation as they apply to the management of individuals and teams
 the role of group dynamics in successful team management
 forms of recognition and reward applicable to leading staff:
o acknowledging individual good performance to the whole team
o incentive initiatives
o informal acknowledgement
o presenting awards
o written reports to management

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 types of organisational plans and planning processes.
Place/Location where assessment will be conducted

Resource Requirements
Pen, Paper or computer

Instructions for assessment including WHS requirements

You are required to address all questions to achieve competence. Your trainer will provide you with instructions
for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer will
provide you with feedback and the result you have achieved.

Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained
to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Date: / /201

This assessment: First Attempt 2nd Attempt Extension – Date:    /    /   

RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory

Feedback to Student:

Assessor(s) Signature(s): Date:    /    /     

Student Signature Date:    /    /     

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Assessment 1

Your Task:

Answer the following questions below. All questions must be answered.

Question 1
List 5 roles and functions performed by supervisors and managers:
Answer may include (but not limited to):
 Liaison
Supervisors are liaison since the connect with suppliers , staff and the other clients outside the team scope
 Researcher
Negotiate on behalf of others. If any new operational arrangements or changes come into effect, you will
need to negotiate good terms for your team
 Disseminator
Defend the team in the workplace: They justify the existence of the team and explain its importance to the
organization and also when there is criticism they act as a spokesperson
 Spokesperson
Motivators: People who are happy in their jobs and want to do well will work harder, waste less time and
deliver a higher standard of service
 Negotiator
Disseminator of information: manager will have access to certain resources that other team members will
not. You need to share such relevant information
 Defender

 Motivator
Note: Trainer may also use knowledge of job functions, such as Supervise F&B Staff, Monitor waiting staff, etc.

Question 2
Match the leadership style on the left to the description on the right:

Authoritarian or autocratic leadership 1. Gives guidance to the team, but also seek their input and
opinions when making decisions.

Participative or democratic 2. Involves somebody speaking from a position of power and

exercising tight control over their subordinates.

Laissez-faire style 3. Involves giving people a job and a possible direction and letting
them do it themselves.

Transactional leadership 4. Involves modifying your style of leadership to suit the

particular situation.

Transformational leadership 5. Involves setting out clear goals and objectives, along with the
corresponding rewards and punishment.

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Situational leadership 6. The leader will offer some kind of personal transformation to
the follower.

Question 3
List 4 important skills (or characteristics) of members of an effective team:
1. Listening: This involve paying attention to other people ideas and carefully analyzing without
interrupting to enable effective.

2. Discussing with other members when there are conflicts to enable settling of disputes amicably

3. Sharing with the other team members. This enables opinions to be taken into considerations hence
desirable results leading to success.

4. Helping other team members. This involves offering assistance to other team members which help them
improve in their skills and presentation.

Question 4
List the 3 individual job roles of members in YOUR team, and describe what each role does.
Job Role 1: Head Chef Job Function: Controlling and controlling the process of food preparation

Job Role 2: Waiter Job Function: Greeting and serving clients, offering extensive menu
information, multitasking numerous front-of-the-house
chores, and collecting the bill are all part of the job.

Job Role 3: Finance manage Job Function: Controls all the cash receipts

Question 5
List 4 common problems teams may encounter.
1. Communication breakdown that may result to miscommunication.
2. Lack of proper channels to air ones grievances
3. Lack of team identity that propels the team towards the organizational goals.
4.Lack of a plan that depicts each person’s activity in the team

Question 6
What does ‘Group Dynamics’ mean?
The way people in a group communicate with one another is referred to as group interaction. The group works
effectively together when the dynamics are positive.

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Question 7
List 6 advantages of working as a team, as opposed to working individually.
1. Working as a team enables members to help each other hence boosting each other confidence making a
conducive working environment.

2. Working as a team creates a learning experience hence the team efficiency is enhanced.

3. Working as a team enables bond forming where members can share opinions and engage in social
activities like eating together and playing outdoor games during free time.

4. Working as a team enables creativeness while working and problem are solved easily.

5. Working as team provides togetherness where teams boost their morale and a working motivation is
enhanced.

6. Working as a team ensures diversity since different values and cultural backgrounds are enriched and
enhanced in the workplace.

Question 8
As a leader, the most important part of being a leader is setting a good example. Why is this?
Workers who work for a leader see him or her as a figurehead and role model. Since a leader, displaying how
actions are carried out is critical, as others will follow the leader's lead. Because workers look up to their boss, if a
leader does not preserve integrity and moral standards, the employees' standards will suffer as well

Question 9
List 3 ways you can act to send a positive message to your team as a leader:
1. Where promises are made on incentives, they should be honoured and kept

2. Ensure the business expectations and goals are communicated

3. Where workers are straining speak to them in private for encouragement

Question 10
What is a manager’s role in achieving company goals?
Ensuring that each individual objective is well-cared for in order to get the most out of employees Team-oriented
services add value and help you reach your objectives.

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Question 11
Why must you show your staff that you support the business goals?
It is a manager's responsibility to guarantee that the company's objectives are fulfilled and exceeded. A manager
must design a strategy and demonstrate to the team how to attain the desired results in order for this to happen.
Workers will be motivated and work hard to attain the necessary outcomes if you support the business goals and
work in concert with them.

Question 12
List 4 reasons why treating people with integrity, respect and empathy will help you manage your team.
1. This will make workers to be willing to achieve the desired results which are more productive compared
to workers who are forced.

2. This will enable a good learning environment where workers enjoy and feel at home while working
without restrictions

3. Fear and submission will make workers lower their standards hence decline in productivity of the
business.

4. This will result to respect and trust which will result in commitment in the day to day operation

Question 13
If you don’t treat people with respect (for example use fear and threats) this can have a negative effect on your
team. List 4 examples of how lack of respect can negatively impact on a team:
1. Employees have to be continually looked upon in order for them to perform.

2. Loss of workers who are dissatisfied may result to workers looking for new opportunities.

3. Continued threats will become monotonous thus workers will consistently get used to threats due to
getting used to threats

4. In order to complete the tasks the employees will lower their standard levels.

Question 14
Fill in the following gaps
There are 3 types of goals you need to set, they are;
1. Short term goals
2. Medium term goals

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3. Long term goals

Question 15
List 3 methods you could use to help your team to monitor the progress of meeting goals:
1. Review meeting should be organized to assess the progress
2 .Make weekly tasks and objectives a priority
3. Ensue there are weekly and daily to do list that are made.

Question 16
Setting KPIs helps to keep the organisational goals, in line with the plans and objectives of your team.
List 3 good KPIs that might help your team achieve the organisational goals.
1. Increase sales of furniture by 30%

2. 5% increase each month or a total of 25% increase per annum

3. The number of furniture items demand have gone up by 15%

Question 17
Why is setting a KPI of ‘increased sales’ a bad KPI for helping your team achieve business goals?

The projection of increased sales must be specific on the percentage increase that the business is projected to
achieve in a set pre-defined duration.

Question 18
What type of communication methods can you use to help a team become more independent (and take
responsibility for their own work)?
1. Use of mobile marketing which enables customer’s redeems offers,
vouchers and specials

3. Social network marketing and special offers.

2. Use of digital menu boards to show off offers and special.

Question 19
You must inform staff of what is expected in their individual role or activities they undertake. One example is

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making sure you have told them expected outcomes – list 4 other aspects you must clearly communicate to
them:
1. Inform them of the existing regulatory frameworks that govern the business
2 .Inform them of the business code of conduct
3 .Inform them of the business vision, mission and goals.4.Inform them of their rights and obligations in the
business.

Question 20
How can encouraging open communication and innovative thinking help your team meet goals?
1. It will expound and explain reasons for doing specific tasks and things

2. It provides guidance and planning towards achieving tasks

3. It will boost the confidence in team members

Question 21
List 3 innovations in the hospitality industry, that you may discuss with your team:
1. Cross functional teams that are established for special events. They address the specific needs of different
groups according to the tailored expectations.

2. Administration teams which entails human resource and operation planning to ensure establishment of
budgets and monitoring.

3. Food and beverage teams that work in the dining, banqueting and hotel catering.

Question 22
Why is encouraging and rewarding staff important?
It gives employees more confidence since they are able to work under pressure. When a corporation uses external
awards, it not only boosts morale, but it also motivates employees to reach the company's goals and attain
ultimate success.

Question 23
List 3 ways to reward individual or team performance.
1. Giving the time off for them to relax and also network with their social circle. Example, family and

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 relatives.

2. Use of incentives example, having the staff taken to a trip where they can team build and have leisure
activities.

3. Bonuses and pay rises which may which may make them work harder

Question 24
List 3 benefits of communicating with your staff and involving them in making decisions.
1. The staffs are able to focus all their energy and attention to the tasks at hand.

2. Everyone feels a sense of belonging and is able to become motivated and work hard towards achievement
of the success of the business.

3. It enables the members to take responsibilities of their actions hence are cautious and active on their
routine duties

Question 25
List 3 ways to show your employees that you support and value open communication within the team
1. Employees should be invited to suggest on improvement

2. Their feedback should be taken into consideration and suggestions will be relayed to all the employees on
the deliberation made by the management.

3. Keeping the employees well aware and informed of the business goals and aims so that they are able to
keep abreast of changes and tracks of the organization

Question 26
As a manager or team leader you need to communicate the important ideas, plans and objectives. List 3 pieces
of data or information the team may need full access to.
1. Marketing reports
2. Previous sales data
3. Sales targets

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Question 27
How does having your team fully informed about business objectives and goals help the business?
It keeps the staff up to date on any changes, upgrades, or successes the company is having. This allows them to
focus all of their efforts on the objectives set out. Furthermore, any obstacles and concerns may be addressed,
ensuring that any issues impacting the firm are communicated effectively.

Question 28
When someone has a criticism of your team’s performance why does this reflect badly on you?
Any criticism implies a failure on the part of the team. As a team leader, we must recognize that criticism affects
all of us since it implies that we have failed to meet our objectives

Question 29
What does using feedback provide team members with?
It offers team members a sense of how far they've come. This might be part of a formal review process in which
the employee and supervisors meet to discuss their work progress.

Question 30
Finish this sentence. If the employee has done a good job, then the feedback should be......
Positive

Question 31
Finish this sentence. If you need to provide criticism to an employee, then the feedback should be......
Constructive

Question 32
List 3 benefits of delegation
1. Increase and improve the employees skills and training
2. It minimizes manager’s stress and workload imbalance.
3. Increases and boost the employee morale

Question 33
List 3 reasons managers don’t delegate.
1. When managers desire for personal glory they may refrain from delegating.

2. When managers lack faith on the employees, then it means they cannot be trusted with running the affairs
of the business.

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 3 .Fear of failure that may result when employees to whom responsibilities have been delegated too.

Question 34
How does increasing an employee’s level of responsibility gradually help the employee overcome some barriers
to delegation?
This entails progressively increasing the degree of responsibility to the employee by advancing through the
stages of delegation. Increases in responsibilities that occur suddenly may increase the load. Gradual
progress allows individuals to grow and strengthen their self-esteem. As result, the employee will be able to
provide constant feedback on the issues they confront, allowing them to take on greater responsibility. This also
fosters trust and transparency between the management and the employee.

Question 35
Why is it important to make an effort to develop individuals within your team?
Allowing workers to develop by nurturing and expanding their responsibilities is one approach to ensure that staff
are personalized and contribute to greater service. When given the chance, individuals tend to behave and
facilitate the obligations in a way that allows them to be trusted with greater positions and responsibilities.

Question 36
List 3 ways you can help individuals develop within a team
1. Increasing the responsibilities gradually within the team to enable them to be hardworking
2. Giving formal training or professional development
3. Making the employees’ job role to be different by adding higher level tasks

Question 37
You can use KPIs which can help you monitor team performance, to make sure your team is progressing towards
achieving goals. What does ‘KPI’ stand for?
Key Performance Indicators (KPIs). These may be in the form of customer numbers, sales figures number of
return visits, and average revenue per customer

Question 38
KPIs should conform to the SMART principle. What does S.M.A.R.T. stand for?
S pacific

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M Measurable
A Achievable
R Result Oriented
T Time Bound

Question 39
How often should you provide coaching or mentoring to your team?
Whenever it is necessary. If people are new or inexperienced in their role, then they will require more
involvement from their supervisor to get the job done correctly and efficiently.

Question 40
List 2 aspects which can affect how much coaching or mentoring a person may need.
1. When the output measured by the performance indicators are not attained
2. The feedback that one has received from employees will help one in initiating the mentoring that is deserved.
.

Question 41
When it comes to motivation – what is more important to most people than money?
In the workplace, a pleasant and calm environment provides comfort and freedom of expression. This indicates
that employees appreciate contributing to the company's goals

Question 42
Why is recognising and rewarding good performance important?
When good performance is acknowledged, it inspires and engages the members, encouraging them to work
toward the company's objectives. This encourages them to continue on their current path of high performance

Question 43
List 3 methods to reward good performance of team members:
1. Incentives such as monetary value, rewards and other stuffs such as drinks.
2. Formal or informal praise which include verbal praise.
3. Written reports example, recommendation letters

Question 44
What are motivational theories?

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List 3 examples of motivational theories

.The study of what motivates a person to work towards a specific goal or objective. It affects everyone in society,
but it's extremely significant in business and management. Because a motivated employee is more productive, and
a more productive employee is more lucrative, it's a win-win situation.

1.Interest theory
2.Maslow’s Hierarchy of Needs
3.Needs theory

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