BSBADM502 Manage Meetings Assessment Tool

This comprehensive assessment tool for BSBADM502 Manage Meetings is designed by the Australian Techno Management College to evaluate students' understanding and practical application of meeting management principles. It includes knowledge questions, performance evidence tasks, and a meeting role-play simulation. The assessment process adheres to the Rules of Evidence and Principles of Assessment, ensuring fairness, flexibility, validity, and reliability. Students are required to demonstrate their competency in preparing for, conducting, and following up on meetings, adhering to organizational procedures, legal and ethical requirements, and incorporating cultural considerations. The tool provides detailed feedback and opportunities for re-assessment, supporting students in achieving a competent outcome.

Unit Assessment Summary Record Sheet
ASSESSOR ONLY TO COMPLETE
Student Name:
Unit of Competency: BSBADM502 Manage Meetings
Assessor:
Assessment 1 Date
Marked:
Assessment 2 Date
Marked :
Assessment Results
Assessment 1
Knowledge Questions Competent Not Yet Competent
Assessment 2
Practical Part Competent Not Yet Competent
Unit Final Assessment Outcome:
Competent Not Yet Competent
ASSESSMENT : Assessor Feedback to student:
Assessor to explain the reasoning behind the final Assessment outcome
Assessor Declaration
I confirm this assessment was conducted in a true, fair and accurate manner.
Signature: Date:
STUDENT COMMENTS: STUDENT ONLY TO COMPLETE
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Student Name:
Unit of Competency: BSBADM502 Manage Meetings
Assessor:
Assessment Date:
Student Comments:
Student Declaration
I agree/disagree that this assessment was conducted in a true, fair and accurate manner and
I agree /disagree with the outcome
I intend/do not intend to lodge an appeal
Signature: Date:
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Assessment 1 Cover Sheet
Student to Complete
Unit of Competency: BSBADM502 Manage Meetings
Course BSB51915 Diploma of Leadership and Management
Student Name
Student ID Number
Student Email
Student Phone
Date of Submission:
Student Declaration:
I declare that:
 No part of this assessment has been copied from another person’s work, except
where document or work is listed/ referenced.
 No part of this assessment has been written for me by another person.
Signed: Date:
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Knowledge Evidence:
Evidence Assessment 1 Assessment 2
1.Outline meeting terminology, structures, arrangements Question 1 Question 1,2,3
2.Outline responsibilities of the chairperson and explain
group dynamics in relation to managing meetings
Question 2,4 , 7, 8 Question 1,2,6
3.Describe options for meetings including face-to-face,
teleconferencing, web-conferencing and using webcams
Question 5, 9 Question 1,2
4. Identify the relevant organisational procedures and
policies regarding meetings, chairing and minutes including
identifying organisational formats for minutes and agendas.
Question 8 Question
1,2,3,6,7,8
Performance Evidence:
Assessment tasks
Evidence of the ability Assessment 1 Assessment 2
Apply conventions and procedures for formal and informal
meetings including:
 Developing and distributing agendas and papers
 Identifying and inviting meeting participants
 Organising and confirming meeting arrangements
 Rerunning the meeting and following up
Question 1,2,3, 10 Q1,2,3,4,5
Organise, take part in and chair a meeting Question 2 Q1,2,6
Record and store meeting documentation
.
Question 3 Q1,2,7
Follow organisational policies and procedures Question 2, 8 Q1,2,3,4,6,7
Foundation skills required for competent performance:
Skills Performance Criteria Assessment Tasks
Reading 1.1,1.2,1.3,1.4,3.1,3.2 Assessment 1 (Q1,Q3,Q5,Q6)
Assessment 2
Writing 1.1 -1.5, 3.2, 3.3 Assessment 1 (Q1,Q3)
Assessment 2
Oral communication 2.1 – 2.4 Assessment 2
Numeracy 1.4, 1.5, 3.2, 3.3 Assessment 2
Navigate the work of work 1.3,2.1,2.4,3.1,3.2 Assessment 1 (Q1,Q2,Q3)
Assessment 2
Interact with others 1.3,1.5,2.3,3.2 Assessment 2
Get the work done 1.1,1.3,1.4, 1.5, 2.1, 2.2,
2.4,3.1, 3.2, 3.3
Assessment 1 (Q1,Q2,Q3,Q8,Q6)
Assessment 2
Mapping:
ELEMENT PERFORMANCE CRITERIA Assessment1 Assignment 2
1 Prepare for 1.1 Develop agenda in line with stated Question 1 Question 3
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meetings meeting purpose
1.2 Ensure style and structure of meeting are
appropriate to its purpose
1.3 Identify meeting participants and notify
them in accordance with organisational
procedures
1.4 Confirm meeting arrangements in
accordance with requirements of meeting
1.5 Despatch meeting papers to participants
within designated timelines
Q1, Q5,Q6
Q1
Q1,Q6
Q1
Question 3
Question 4
Question 4
Question 1
Question 2,5
2 Conduct
meetings
2.1 Chair meetings in accordance with
organisational requirements, agreed
conventions for type of meeting and legal and
ethical requirements
2.2 Conduct meetings to ensure they are
focused, time efficient and achieve the
required outcomes
2.3 Ensure meeting facilitation enables
participation, discussion, problem-solving and
resolution of issues
2.4 Brief minute-taker on method for
recording meeting notes in accordance with
organisational requirements and conventions
for type of meeting
Question 2,Q8
Q7
Q4,Q7
Question 6
Question 6
Question 6
Question 6
3 Follow up
meetings
3.1 Check transcribed meeting notes to ensure
they reflect a true and accurate record of the
meeting and are formatted in accordance with
organisational procedures and meeting
conventions
3.2 Distribute and store minutes and other
follow-up documentation within designated
timelines, and according to organisational
requirements
3.3 Report outcomes of meetings as required,
within designated timelines
Q3
Q3
Q3
Question 7
Question 7
Question 7
Assessment 1
Knowledge Questions:
Participant Name: Date:
Trainer/Assessor Name:
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Unit: __________________________
Assessment instructions:
Assessment system of the Australian Techno Management College ensures that assessment:
 Is conducted in accordance with the Rules of Evidence, the Principles of Assessment and
conducted in line with the requirements of the Training Package.
 Requires the student to demonstrate all of the skills and knowledge outlined in the
components of the relevant unit of competency or module.
 Requires the student to demonstrate the ability to perform tasks in a variety of situations,
adapt to different contexts and environments and perform tasks to an appropriate level
expected by a workplace.
 Consider students’ dimensions of competency when making all assessment decisions.
Dimensions of Competency refer to the types of skills a person must have to perform
effectively in a broad capacity. The dimensions of competency ensure that the person being
assessed has the skills to perform competently in a variety of different circumstances.
 To ensure no students are disadvantaged, where required assessors will make Reasonable
Adjustments to assessment tasks or processes to accommodate individual needs and record
these adjustments.
Principles of Assessment mean assessment decisions are based on the principles of fairness,
flexibility, validity and reliability that defines each of these as outlined below:
Fairness - The individual learner’s needs are considered in the assessment process. Where
appropriate, reasonable adjustments are applied by the RTO to take into account the individual
learner’s needs. The Australian Techno Management College informs the learner about the
assessment process, and provides the learner with the opportunity to challenge the result of the
assessment and be reassessed if necessary.
Flexibility - Assessment is flexible to the individual learner by reflecting the learner’s needs, assessing
competencies held by the learner no matter how or where they have been acquired and drawing
from a range of assessment methods and using those that are appropriate to the context, the unit of
competency and associated assessment requirements, and the individual.
Validity - Any assessment decision of the RTO is justified, based on the evidence of performance of
the individual learner. Validity requires assessment against the unit(s) of competency and the
associated assessment requirements that covers the broad range of skills and knowledge which are
essential for competent performance. It also requires assessing of knowledge and skills that are
integrated with their practical application and assessment tasks that are based on the evidence,
which states that a learner could demonstrate these skills and knowledge in other similar situations.
Additionally it requires the judgement of competence that is based on evidence of the learner’s
performance that is aligned to the unit/s of competency and associated assessment requirements.
Reliability - Evidence presented for assessment is consistently interpreted and assessment results
are comparable irrespective of the assessor conducting the assessment.
Rules of Evidence mean that the evidence on which an assessment decision is based is valid,
sufficient, and authentic and current, with definitions for each as outlined below:
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Validity - The assessor is assured that the learner has the skills, knowledge and attributes as
described in the module or unit of competency and associated assessment requirements.
Sufficiency - The assessor is assured that the quality, quantity and relevance of the assessment
evidence enables a judgment to be made of a learner’s competency.
Authenticity - The assessor is assured that the evidence presented for assessment is the learner’s
own work.
Currency - The assessor is assured that the assessment evidence demonstrates current competency.
This requires the assessment evidence to be from the present or the very recent past.
Reasonable adjustment means a modification made to the learning environment, training or
assessment methods used to enable students with a disability to access and participate in training on
the same basis as those without a disability. The adjustment must be ‘reasonable’ in that it must not
impose unjustifiable hardship on the person or the Australian Techno Management College.
Student plagiarism, cheating and collusion - Students are expected to complete all assessments
ethically: without plagiarism, collusion or cheating. Any students suspected of unethical behavior will
be managed through the disciplinary procedures which may require the student to attend
disciplinary meetings, submit their assessment again, or for repeated acts may be asked to withdraw
from the course.
Submission, feedback and re-assessment - Students must submit each task with a completed and
signed Assessment Task Cover Sheet within timelines specified by your assessor. Written and
theoretical tasks will be assessed within 2 weeks of submission. Each task will be marked as
Satisfactory or Not Satisfactory. A unit or module will be marked as Competent once all tasks for the
unit or module have been marked as Satisfactory. Where a task is marked as Not Satisfactory, the
student will be provided with feedback and be given the opportunity to resubmit/re-attempt the
task. Students will receive detailed feedback for each task either in written or verbal form from their
assessor.
You are required to undertake all questions and obtain a satisfactory result for each question to
obtain a competent result for Assessment 1. If the students notify the Australian Techno
Management College that they cannot undertake a written assessment for extenuating
circumstances, these questions can be undertaken as an oral assessment.
Students obtaining not yet competent for Assessment 1 will be required to redo the assessment.
Students have the right to make an appeal against an assessment decision.
Assignment 1: Knowledge Test
In your own words, answer the following questions. To be marked as competent, you must provide
sufficient responses to each question. You are required to answer all the following questions. .
Questions
Q1. (P.C.1.1, 1.2, 1.3, 1.4.1.5)
The importance of preparing meeting agenda include meeting direction, preparation, feedback and
consideration. Agenda help them in continuing in right direction (in the absence of agenda meeting may go off
the track, and mislead the desired results), Other get prepared for the meeting with their respective points,
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participants may ready with the feedback and discussion should be focused on relevant topics and didn’t get
distract from its main motive.
The elements that included in meeting agenda such as: -
 Meeting goals
 Topics for discussion in meeting
 List of required attendees
 Leave a section for action items
 Meeting place, time, conference logistics and others.
Q2. (P.C. 2.1)
The attributes of effective meeting such as: -
 They are productive
 They are safe
 They are managed and organised well
 They are relevant and engaging (didn’t get distracted from the topic of discussion)
 They are collaborative
Legal and ethical requirements of conducting meeting
Participants of meeting take care of the privacy legislation as agenda of meeting will not be discussed in open
forum. They must know their responsibilities during meeting and take care of code of practices. Meeting
should be conducted in safe place and take care of security.
Responsibilities of chairperson in a meeting make inclusion of following: -
 Chairperson need to set agenda
 Lead the meeting
 Manage the flow of meeting as it is going in right direction or not
 Take care of meeting convention should be followed
 Maintain fairness and equality during meeting
 Represent the group
 Approve the minutes of meeting
Q3. (P.C.3.1, 3.2, 3.3)
The responsibility of minute taker is to take notes from the meeting. For this purpose, he must be effective
listener, having good understanding and able to document the discussion points effectively and clearly. It helps
in tracking all the important discussion, decision and action that automatically improve their overall efficiency.
Responsibilities of minute taker are as follows: -
 Taking notes from meeting
 Write up the notes as per the responsibilities and ownership
 Copying and distribution of minutes of meeting to all respective participants
 Fill the minutes file appropriately and keep it together with other files so that it gets utilised
in near future
Information needed to be included in minutes are as follows: -
 Name of participants
 Agenda items
 Date of meeting
 Actions that taken into consideration
 Decision made by participants
 Recording the main points that are discussed in meeting
 Future decisions
 Documents (important as per the meeting prospective)
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It is important to check minutes, distribute them and make any necessary reports as soon as possible after the
meeting because it helps in communicating the right information at the right time. It provides a written record
of the discussion made in the meeting and confirmation of the participants. By distributing them among
the participants, helps in putting them on same track. By circulating the minutes as soon as possible so that it
may aware the participants about the actions taken and clear their visions.
Q4. (P.C.2.3)
Chairperson is that authority who conducts the meeting, prepare agenda and complete the meeting. It is the
responsibility of chairperson to make full participation during the meeting in order to make discussion over the
major points. He is the authorised personnel who is responsible for smooth running of meeting. It is very
important to understand the group dynamic as he must know how to deal with shy people, dominant people,
quite times and take care of full participation from every-one.
Q5. (P.C.1.2, P.E.1)
The three types of meetings in an organisation are as follows with their description
Status update meetings: - It is the most common type of meeting conducted in organisation. It is a regular
meeting and their goals include discussing team updates, their challenges and future steps to attain their goals.
Information sharing meetings: - These meetings are important in context to share the information with their
respective participants. In these meetings the information shared related to their upcoming changes,
introduction of new techniques or product or any information related to their domain. Chairperson make use
of slide shows, videos, etc. in order to share the information.
Decision making meetings: - Meetings are conducted in order to make decisions. The major motive of
conducting meetings is to gather and share information, brain storming to get the desired solutions, evaluation
of the available options, preference their rankings to the available options.
Q6. (P.C.1.2, 1.4)
The sequence of a meeting in a logical flow of events, such as might be outlined in a meeting procedure is as
follows: -
 Select chairperson
 Make a list of attendees
 Share relevant information with attendees so that get prepare for meeting
 Assign roles and responsibilities
 Send email to all attendees and block their calendar for meeting purpose
 Check the require equipment’s which are essential for meeting purpose
 Book the meeting area
 Final check over the required equipment’s
 Set agenda and distribute
 Set reminder for all attendees
 Chairperson start the meeting
 Prepare general notes of the items discussed during the meeting
 Note every activity like start and end time of meeting, summary of discussion and actions
taken, name of attendees
 Follow up of previous meeting objectives
 Write down the meeting minutes clearly
 Distribute the minutes within the attendees
 Save the minutes of meeting with previous minutes for future prospective.
Q7. (P.C. 2.2, 2.3)
There are various issues identified in the meeting such as: -
 Chairperson or Bill is not prepared with the meeting notes
 There is no clear agenda prepared for meeting
 There is no briefing of previous meetings
 Roles and responsibilities were not assigned to the participants.
 Absence of agenda leads to unnecessary discussion
 No fruitful discussion made in the meeting
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 Participants were not involved in the meeting
 Minutes of meeting is not prepared
 Lack of participation identified within the team meeting
 Bill or the chairperson is also not well prepared and in hurry to take another meeting
The suggestions in order to make improvements such as: -
 Bill need to delegate the responsibility to others
 Need to prepare proper agenda for meeting
 Need to assign roles and responsibilities
 Need to circulate agenda and other information with the participants
 Agenda helps in running the meeting in right direction
 Write down the minutes of meeting
Q8. (P.C.2.1)
Actions that needed to be taken while charring a meeting in the simulated workplace such as: -
Define the purpose: - There is a need to specific purpose in order to bring everyone together. It helps in
understanding that meeting will be productive and it also helps in getting the desired goals from the meeting.
Have a time agenda: - For the successful completion of meeting it is required that you are prepared with clear
and timed agenda which need to be communicated well in advance. So that every participant gets adequate
information about meeting and they also get prepared with their respective information. Agenda helps in
communication what meeting need to achieve and helps in avoiding unnecessary discussions.
Communicate: - It is very important to make effective communication during the meeting time. It is also
important to communicate about the meeting well before the time (at-least 24 hrs) so that they get prepared,
plan their discussion and confirm their availability.
Be on time: - For the successful completion of meeting it is very important to be on time. It helps in starting the
meeting well on time as well as complete it timely. As a chairperson it is required to be on time so that other
participants will also available on time. If you are on time, then there is no need to wait for others, as the time
of meeting and other things are communicated already and everyone is pre-informed.
Stay in control: - It is very important to stay in control as mobiles must be switch-off or on silent mode, etc.
Avoid unnecessary or irrelevant discussions, keep control over the timing and complete the discussion in the
set time line, encourage participation and get contribution from everyone.
Types of legislation required to comp with: -
Privacy act 1988
Anti-discrimination act 1977
Sex discrimination act 1984
Australian Human rights commission act 1986
Q9. (K.E.3)
There are different options to conduct meeting such as: -
Option 1: - Conduct a meeting
 Be prepared: - Show up on time, have a copy of agenda in hand,
 Lead the meeting: - Do roll call, review the agenda
 Confirm an action plan: - Ensure every objective has a “Point person”, assign progress
reports.
 Stay on topic: - it is necessary to discuss all the actions and move as per the agenda
 Schedule the next meeting: - Prepare minutes of meeting, get agenda items via email for
next meeting.
Option 2: - Prepare for a meeting
 Decide the chairperson
 Ask the speakers to participate
 Coordinate schedules
 Prepare and agenda: - ask for suggestions, summarize all agenda suggestions, be realistic
 Establish meeting rules
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 Set time frames
 Circulate the agenda
 Send out reminders
Option 3: - Being an effective chairperson
 Be a leader
 Indicate progress and the lack of progress
 Refocus discussion that has wandered off the point
 Transition between points effectively
 Highlight important points
 Assist with note taking if necessary
 Clarify any misunderstanding
 Offer a comprehensive summary at the end of meetings
Q10. (P.C. 1.2, P.E.1)
Particulars Formal meeting Informal meeting
Definition It a pre-planned event in
which specific matters get
discussed in order to attain
specific goals.
These meetings are casual
in nature and there is no
such planning is required.
developing and distributing
agendas and papers
In these meetings there is a
requirement of formal
agenda and participants
need to discuss over it only.
In these meetings there is
no such formal agenda is
required and their
participants are free to
speak as per the opinion
identifying and inviting meeting
participants
There is a requirement of
identifying the participants
of meeting and invite them
well before the time with
the help of agenda.
There is no requirement of
identification of
participations and no prior
initiation is made to
participants.
organizing and confirming
meeting arrangements
These meetings are
managed and takes place at
a pre-planned place. It
should be started at
particular time period.
These meetings can be
taken at any place like café
or coffee shop or
restaurant.
running the meeting and
following up
These meetings are tied up
with the business
objectives, time-limited and
followed up with the help of
minutes of meeting.
These meetings didn’t have
direct link with business
objectives, their goals are
unspecified and there is no
need of preparing minutes
of meeting in order to take
follow up.
MARKING SHEET – Assessment 1
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ASSESSOR ONLY TO COMPLETE
Unit Code Unit Title
Question Number Satisfactory (S ) Not Yet Satisfactory (NYS)
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Assessment 1
Final Outcome
Competent : --------------
Not Yet Competent: -------------
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Assessment 2 Cover Sheet
Student to Complete
Unit of Competency BSBADM502 Manage Meetings
Course BSB51915 Diploma of Leadership and Management
Student Name
Student Number
Course Name
Postal Address:
Date of Submission:
Student Declaration:
I declare that:
 No part of this assessment has been copied from another person’s work, except where
document or work is listed/ referenced.
 No part of this assessment has been written for me by another person.
Signed: Date:
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Assessment 2
Participant Name:-----------------------------Date:--------------------------------
Trainer/Assessor Name: -----------------------------------
Unit: ----------------------------------------------
Assessment instructions:
Assessment system of the Australian Techno Management College ensures that assessment:
 Is conducted in accordance with the Rules of Evidence, the Principles of Assessment and
conducted in line with the requirements of the Training Package.
 Requires the student to demonstrate all of the skills and knowledge outlined in the
components of the relevant unit of competency or module.
 Requires the student to demonstrate the ability to perform tasks in a variety of situations,
adapt to different contexts and environments, and also perform tasks to an appropriate level
expected by the workplace.
 Consider the student’s dimensions of competency when making all assessment decisions.
Dimensions of Competency refer to the types of skills a person must have to perform
effectively in a broad capacity. The dimensions of competency ensures that the person being
assessed has the skills to perform competently in a variety of different circumstances.
 To ensure no students are disadvantaged, where required assessors will make Reasonable
Adjustments to assessment tasks or processes to accommodate individual needs and record
these adjustments.
Principles of Assessment mean assessment decisions are based on the principles of fairness,
flexibility, validity and reliability, which define for each of these as outlined below:
Fairness - The individual learner’s needs are considered in the assessment process. Reasonable
adjustments are applied by the RTO to take into account the individual learner’s needs. The
Australian Techno Management College informs the learner about the assessment process, and
provides the learner with the opportunity to challenge the result of the assessment and be
reassessed if necessary.
Flexibility - Assessment is flexible to the individual learner by reflecting the learner’s needs, assessing
competencies held by the learner no matter how or where they have been acquired and drawing
from a range of assessment methods and using those that are appropriate to the context, the unit of
competency and associated assessment requirements, and the individual.
Validity - Any assessment decision of the RTO is justified, based on the evidence of performance of
the individual learner. Validity requires assessment against the unit(s) of competency and the
associated assessment requirements that covers the broad range of skills and knowledge which are
essential to competent performance. It also requires assessing of knowledge and skills which is
integrated with their practical application and the assessment tasks to be based on evidence that
demonstrates that a learner could demonstrate these skills and knowledge in other similar
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situations. Additionally it requires the judgement of competence that is based on evidence of learner
performance that is aligned to the unit/s of competency and associated assessment requirements.
Reliability - Evidence presented for assessment is consistently interpreted and assessment results
are comparable irrespective of the assessor conducting the assessment.
Rules of Evidence mean that the evidence on which an assessment decision is based is valid,
sufficient, authentic and current with definitions for each as outlined below:
Validity - The assessor is assured that the learner has the skills, knowledge and attributes as
described in the module or unit of competency and associated assessment requirements.
Sufficiency - The assessor is assured that the quality, quantity and relevance of the assessment
evidence enable a judgment to be made of a learner’s competency.
Authenticity - The assessor is assured that the evidence presented for assessment is the learner’s
own work.
Currency - The assessor is assured that the assessment evidence demonstrates current competency.
This requires the assessment evidence to be from the present or the very recent past.
Reasonable adjustment means a modification made to the learning environment, training or
assessment methods used to enable students with a disability to access and participate in training on
the same basis as those without a disability. The adjustment must be ‘reasonable’ in that it must not
impose unjustifiable hardship on the person or the Australian Techno Management College.
Student plagiarism, cheating and collusion - Students are expected to complete all assessments
ethically: without plagiarism, collusion or cheating. Any students suspected of unethical behavior will
be managed through the disciplinary procedures which may require the student to attend
disciplinary meetings, submit their assessment again, or for repeated acts may be asked to withdraw
from the course.
Submission, feedback and re-assessment - Students must submit each task with a completed and
signed Assessment Task Cover Sheet within timelines specified by your assessor. Written and
theoretical tasks will be assessed within 2 weeks of submission. Each task will be marked as
Satisfactory or Not Satisfactory. A unit or module will be marked as Competent once all tasks for the
unit or module have been marked as Satisfactory. Where a task is marked as Not Satisfactory, the
student will be provided with feedback and be given the opportunity to resubmit/re-attempt the
task. Students will receive detailed feedback for each task either in written or verbal form from their
assessor.
You are required to undertake all the tasks given in assessment 2 and obtain a satisfactory result for
each individual to obtain a competent result for Assessment 2. Students obtaining not yet
competent for Assessment 2 will be required to redo the assessment. Students have the right to
make an appeal against an assessment decision.
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Assessment 2:
A management meeting for DFS Galleria Luxury Retail is due to be held on 24 September 2017
commencing at 9.30am and finishing at 4.00pm. The CEO of the company will attend. The meeting is
booked to be held at the boardroom of the company.
It is a regular monthly meeting of senior management team. The meeting is formal and follows a
standard format including: minutes, business arising and correspondence. The purpose of the
meeting is following:
-CEO update (5 minutes).
-10 minute activity reports from both Marketing Manager (Seth Gorman) and HR Manager (Maria
Angelus)
(Issues from customers will be explained by Marketing Manager and improvement required will be
explained by HR manager)
-Short morning tea break at about 9.15 a.m.
-Appropriate time between items for questions, discussion and decision-making.( 5 minutes)
-CEO concluding remarks. The concluding remarks will include summarizing the issues and
improvement suggestions. Also the CEO will facilitate decision-making, through the use of a logical
process that generated positive results.
Write out a meeting plan to ensure that all the preparations for the meeting will be correctly
organized. You as the store operation manager of DFS Galleria are responsible for organising the
meeting. Be sure to incorporate any legal, ethical and cultural requirements whilst conducting your
meeting. Plan, conduct and evaluate the formal meeting.
Determine the meeting requirements by completing the meeting requirements template in
appendix. Develop meeting agenda using the template given in the appendix and distribute to all
the participants. Invite all who have been mentioned in the meeting agenda. Make sure that they
are provided meeting agenda so that they can prepare in advance. Identify required meeting
papers. You must identify at least one document that is required for this meeting. Prepare
meeting plan, agenda, and action plan. Also conduct the meeting role play and finally evaluate the
formal meeting.
The student is required to complete the tasks:
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1. (P.C.1.4, K.E.1, 2, 3, 4, P.E.1, 2, 3, 4)
Meeting requirements form
Meeting Requirements Form
Chairperson Seth Gorman (Marketing manager)
Department Marketing
Meeting name Issues from customers
Meeting details
Date 24th Sept 2017 Time 9:30 AM to 4:00 PM
Location Boardroom Budget
Meeting format
Purpose Discussing issues from customers
Agenda Improvement suggestions
Participants Internal: - Tim Davies (CEO), Bae
Ahn-bartle (HR manager)
External
Speakers
NA
Seating arrangements Round tables
Video or teleconference
requirements
NA
Supporting materials
Pre-reading Agenda and customer complaints
Meeting documentation Meeting minutes
Equipment requirements Laptop
Hospitality requirements
Catering requirements Break-fast (coffee, tea, juice) and Lunch (proper meal)
Accommodation
requirements
NA
Other requirements
Special needs of
attendees
NA
BSBADM502 Assessment Tool Page 17 of 27 Version 4: February 2018

Other organisational
requirements for
conducting meetings
NA
Applicable conventions
for conducting meetings
NA
Legal and ethical
requirements for
conducting meetings
Privacy Act
Other specific
requirements
NA
BSBADM502 Assessment Tool Page 18 of 27 Version 4: February 2018

2. (P.C. 1.5, K.E. 1, 2, 3, 4, P.E. 1, 2, 3, 4)
Meeting preparation action plan:
Meeting preparation action plan
Meeting name: Discussing issues from customers
Meeting date: 24th Sept 2017
Chairperson/host: HR manager – Bae Ahn-bartle
Action required By whom By when
Book baord room for date arranged Bae Ahn-bartle 11 Sept 2017
Send invitation to all participants Bae Ahn-bartle 16th Sept 2017
Send out documents for “Discussing issues
from customers” Bae Ahn-bartle 18th Sept 2017
Arrange speakers for the meeting Bae Ahn-bartle 18th Sept 2017
Organise equipment’s for meeting purpose Bae Ahn-bartle 19th Sept 2017
Send reminder Bae Ahn-bartle 21st Sept 2017
Prepare room for meeting Bae Ahn-bartle 24th Sept 2017
BSBADM502 Assessment Tool Page 19 of 27 Version 4: February 2018

3. (P.C.1.1, 1.2, P.E.1, 4, K.E.1, 4)
Meeting Agenda Template
Meeting agenda
DATE: 24th Sept 2017 MEETING
TITLE:
Discussing issues from customers
TIME: 9:30 AM to 4:00
PM
ATTENDEES: Ruth Crabbe
General Manager, Time
Davies CEO, Bae Ahn-
Bartle Human resources
LOCATION: Board room
CHAIR: HR manager
MINUTE-TAKER: Tim Davies –
CEO
DIAL-IN
INFORMATION:
N/A
Meeting preparation
PLEASE READ: Discussing issues from customers
PLEASE BRING: Drinking water
Meeting structure
ITE
M
TOPIC PRESENTER DURATION
1 Open meeting Chair 1 Minute
2 Objective of meeting Chair 1 Minute
3 Apologies Chair 1 Minute
4 Approve minutes of previous meeting Chair 2 Minute
5 Action from previous meeting Chair 2 Minute
1 Discussing issues from customers Chair 3 Minute
2 Implement the solutions identified Chair 2 Minutes
6 Agenda items
1 Read and manage improvement solutions Chair 2 Minutes
2 Outline the importance of solutions for
improvement
Chair 2 Minutes
3 Ask if any questions regarding the
improvements policy
Chair 2 Minutes
4 Discuss the improvement solutions Chair 1 Minute
5 Discuss over the issues and problems with Chair 2 Minutes
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the identified solutions
7 Any other business Interested parties 2 Minutes
8 Arrange next meeting Chair 1 Minute
9 Close meeting Chair 1 Minute
BSBADM502 Assessment Tool Page 21 of 27 Version 4: February 2018

4. (P.C. 1.3, 1.4, P.E.1).
Dear All Participants,
There is a meeting regarding “Discussion in issues from customers” with CEO Tim Davis on
24th September 2017, at Board Room. Meeting will start at 9:30 AM to 4:00 PM. The
agenda is to get the possible solutions to overcome the issues of customers and provide
them effective services.
Please come up with the best possible solutions and the ideas to remove the issues of
customers. Also, be ready with the factors due to which customers face issues.
Regards,
<Bae Ahn-Bartle>
<HR Manager>
DFS Galleria
155 George Street
Circular Quay
website: www.adeptowl.com.au | email: <initial>.<surname>@dfsgalleria.com.au
Please consider the environment before printing this email.
This email and any attachments to it may be confidential and are intended solely for the
use of the individual to whom it is addressed. Any views or opinions expressed are solely
those of the author and do not necessarily represent those of DFS Galleria. Please contact
the sender if you believe you have received this email in error.
BSBADM502 Assessment Tool Page 22 of 27 Version 4: February 2018

5. (P.C.1.5, P.E.1)
Meeting agenda is required for this meeting as it is plan and procedure of meeting. Email is the most
effective mode of communication to all the participants. It includes all the relevant information
related with the meeting which need to be distributed among participants so that they get prepared.
Most importantly it includes meeting topic which is going to be discussed in meeting and it provide a
valid structure to meeting. It helps in conducting the meeting smoothly and avoid any kind of
distraction.
6. Meeting Role Play: (P.C. 2.1, 2.2, 2.3, 2.4, P.E.2, 4, K.E.2, 4)
Role play of senior managers meeting on Customer complaints
Senior manager (customer service Department): Hi all, Good Morning
Senior Manager (production department): - Good morning
Senior Manager (Sales department): - Good morning
Senior manager (Operation department): - Good morning
HR manager: - Good morning
Senior manager (customer service Department): Today we will discuss over the issues identified by
our customers and areas we need to focus
Senior Manager (production department): - ok…
Senior manager (customer service Department): - as per the complaints made by the customers the
common complaint is decrease in the quality of products. is there any issue in production unit due to
which we are not providing quality products?
Senior Manager (production department): - Yes, there are some issues identified in the production
department that affect the quality of products that make inclusion of quality of raw material get
decreased, employees are not efficient nor appropriate in numbers due to which quality get
decreased.
HR manager: - Yes, I got an email from the production department in context to hire efficient
workers. With this we can arrange training sessions for existing employees as well so that they can
focus on quality production.
Senior Manager (sales department): - There is one more reason that affect the quality of product
which is increase in demand. As per the profit prospective it is good to have increase in demand but
to meet out the increasing demand production department over-look the quality measure.
Senior Manager (customer support department): - So the possible solution to this problem is to hire new
employees, as well as give trainings to the existing employees, and purchase high quality raw material from
the market.
Meeting observation check list:
Did the candidate?
Yes No
1. Candidate was responsible for chairing the meeting Yes
2. Encouraging discussion in an appropriate manner to facilitate outcomes in line with
the meeting’s purpose
Yes
3. Communicated a clear understanding of the meeting purpose Yes
4. Kept discussions focused on achieving the purpose of the meeting Yes
5. Maintained control of the meeting throughout the duration Yes
6. Ensured all participants were involved in discussions Yes
7. Facilitated problem-solving through the use of problem-solving techniques and tools Yes
BSBADM502 Assessment Tool Page 23 of 27 Version 4: February 2018

to resolve any issues
8. Facilitated decision-making, through the use of a logical process that generated
positive results
Yes
9. Conducted the meeting according to the agenda Yes
10. Facilitated the achievement of an outcome Yes
11. Commenced and concluded the meeting on time Yes
BSBADM502 Assessment Tool Page 24 of 27 Version 4: February 2018

7. (P.C. 3.1, 3.2, 3.3, P.E. 3, 4, K.E. 4).
Meeting Minutes Template
Meeting minutes
DATE: 24th Sept
2017
MEETING
TITLE:
Discussing issues from customers
TIME: 9:30 AM to
4:00 PM
ATTENDEES: Ruth Crabbe
General Manager, Time
Davies CEO, Bae Ahn-
Bartle Human resources
LOCATION: Board room
CHAIR: HR manager
MINUTE-TAKER: Tim Davies –
CEO
Open meeting
OBJECTIVE OF
MEETING:
To identify the possible solutions for customers issues
APOLOGIES: NA
APPROVE
MINUTES OF
PREVIOUS
MEETING
Need of customer satisfaction
Action from previous meeting
ITEM TOPIC RESPONSIBLE DUE
DATE
1 NA
2 NA
Agenda
ITEM TOPIC PRESENTER DURATION
1 Na
2 NA
3 NA
4 NA
5 NA
Any other business
TOPIC RAISED BY ACTION
NA
BSBADM502 Assessment Tool Page 25 of 27 Version 4: February 2018

NA
NA
NA
NA
Next meeting
DATE: 24th March 2018 ATTENDEES: HR manager – Bae Ahn-Bartle, CEO
Tim Davies
TIME: 9:30 AM to 4:00 PM
LOCATION: Board room
CHAIR: HR manager – Bae
Ahn-Bartle
MINUTE-
TAKER:
CEO Tim Davies
BSBADM502 Assessment Tool Page 26 of 27 Version 4: February 2018

8. (K.E.4, P.E.4)
Participates’ feedback form:
Did you observe the following : Tick for Yes
Was there a meeting agenda relevant to the type of meeting being conducted? Yes
Did it have the details about the following:
• date/time/venue special arrangements Yes
• facilitator and participants Yes
• items to be discussed with allocated presenters and time frames as appropriate Yes
• note and time keeper/s Yes
• pre-reading/preparation required by participants Yes
• action items from previous meetings (if appropriate) Yes
• follow-up actions Yes
Were you advised in advance of the meeting arrangements :
• to invite you to the meeting Yes
• to confirm the meeting arrangements and request confirmation of your attendance Yes
• to provide you with the agenda and pre-reading to prepare for the meeting Yes
How was the meeting conducted? Did the chairperson/facilitator…
• open the meeting by welcoming and introducing everyone present, and close it by
thanking everyone and advising about further meetings to be held.
Yes
• call for reading of previous minutes and reports ** Yes
• discuss any unfinished business if appropriate ** Yes
• discuss new items on the agenda Yes
• speak clearly and to the point Yes
• listen to other points of view Yes
• keep the meeting in order by giving everybody an opportunity to contribute their
opinions and ideas
Yes
BSBADM502 Assessment Tool Page 27 of 27 Version 4: February 2018