SITXHRM003 Lead and Manage People - Scenario Assessment D

This assessment requires the learner to explain how to model high standards of performance and behaviour, develop team commitment and cooperation, manage team performance, monitor and review team performance, understand the role of coaching and mentoring, and provide recognition and rewards for team achievements.

SITXHRM003 LEAD AND MANAGE PEOPLE – Scenario
ASSESSMENT D – SCENARIO
INSTRUCTIONS (for assessments not embedded within the LMS)
 The assessment must be written using an industry standard software package such as Microsoft
Word, Excel, PowerPoint, etc.
 Name the file using the assessment task number and then save your file.
 Ensure your submission identifies the unit code and title, the assessment task number and the name
of the assessment at the top of the page. Alternatively, you may place this information in the
document header.
 Add your name and student number to the header or footer on every page.
 On completion, submit your assessment to your assessor via the LMS.
Learner assessment guide and evidence
This assessment requires you to do the following.
 Explain how you model high standards of performance and behaviour.
 Develop team commitment and cooperation.
 Manage team performance.
 Monitor and review team performance.
 Understand role of coaching and mentoring
 Provide recognition and rewards for team achievements.
You are required to do the following.
 Complete Tasks 1, 2, 3, 4, 5 and 6 in Assessment D.
 Read Assessment D_Background information.
 Read the scenario and answer the questions based on this scenario.
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SITXHRM003 LEAD AND MANAGE PEOPLE – Scenario
Task 1: Model appropriate behaviours
 Go to your ‘Course files’ and open Assessment D_Background information.
 Read the information.
 Answer these questions based on the information provided.
Question and answer
Q1: List three behaviours that you display as manager of Warblers Café and Convention
Centre, to be a role model for your team.
 Professionalism
 Act with integrity
 Be fair and consistent with customer
Q2: As manager, how can you show your support for the goals of Warblers Café and
Convention Centre?
 By providing support to the staff members at all levels
 Implementation of innovative ideas
 Improving the relationship with the suppliers
 By taking initiatives to improve technological measures adopted by the café
 Consistent learning
Q3: List three ways you can show your professionalism in your interactions with team
members.
 By keeping all confidential information private
 By following workplace policies and procedures
 By being respectful to all teammates, customers and other stakeholders
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Task 2: Develop teams
It is the beginning of the year and you are required to develop goals with your team. The
executive management team would like you to come up with three team goals. These goals are
to be based on the organisational goals.
You decide to focus on the café and its staff first. The café staff include the following full-time
employees.
 Jemma – Cafe supervisor
 Lisa – Front counter server
 Travis – Front counter server
 Meg – Chef
 David – Sous chef
 Sasha – Sandwich hand
 Kat – Front counter server
 John – Sous chef
Question and answer
Q1: What are the long-term goals for Warblers Café and Convention Centre?
 Receiving 5-star rating for customer service, food quality, and for events from Hospitality
Now!
 Taking advantage of economies of scale along with increasing efficiency of café by
improving communication, and customer management systems by the end of 2019
 Increasing new profitability minimum by 10% every year
 Gaining leading position by the end of 2019 in the categories of best convention centre
and café in the whole east coast
 Implementation of innovative ideas for attainment of sustainable growth and overall
development
Q2: What process would you follow to determine the team goals for the café?
 Brainstorming the goals as group
 Choosing appropriate goals from the brainstormed list
 Determining plans to attain those goals
 Implementing plans
 Evaluating the processes regularly
 Being flexible to match up with the dynamic circumstances
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Q3: List three appropriate team goals?
 Effective contribution in the brainstorming process
 Flexible in adaptation of change to meet with the dynamic business circumstances
 Act with integrity in the team along with executing the assigned tasks by following all the
rules, regulations and policies directed by the organization
Q4: List three appropriate goals for Jemma, the café supervisor:
 Continuously adopting new and innovative ideas for improving the performance at
individual level
 Attaining leading position in the coming years
 Being the role model for its teammates
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Task 3: Manage team performance
You have decided that you would like to run a promotion with a lunch and coffee deal for $9 to
try and get more people into the café between 11 am and 3 pm. Ideally you would like to see a
20% rise in patronage at this time, while still maintaining high customer satisfaction levels. You
need to work out the following details.
 Menu items included in the deal
 Timeframes for the deal and when it will begin
 Conditions
 How it will be promoted
 Promotional materials
Question and answer
Q1: What responsibilities do you allocate to each team member? You can allocate more than
one team member for each task.
 Jemma – Cafe supervisor: Jemma needs to focus over all functionalities to be
practiced in fair and ethical manner by all the teammates.
 Lisa – Front counter server: Lisa needs to focus over fulfilment of customer’s needs
along with welcoming them in order to make them feel special and valuable customer.
 Travis – Front counter server: Travis needs to support Lisa and along with maintaining
the cleanliness to make the customers’ experience lush and unique.
 Meg – Chef: Chef plays most important role in terms of customer satisfaction in the
cafes and restaurants. Thus, Meg needs to focus over the taste of the customers along
with maintaining the quality of food so that they could feel like that they are consuming
the exclusive and delicious dishes. Chef is responsible in the customer retention
because till the time, customers will not be satisfied with the food served to them, they
would not like to re-visit the same place.
 David – Sous chef: David is the second person in command in the kitchen. David also
holds the responsibility in terms of maintaining the quality of food along with matching
up with the functioning of the kitchen. He is also responsible to assist the executive
chef in the kitchen i.e. Meg in order to serve the customers in time for making their
experience unique with the café.
 Sasha – Sandwich hand: Sasha will be responsible for receiving customers’ request
along with carefully selecting breads as per the customers’ requirements along with
garnishing it with the things like chopped onions, lettuce between slices of bread, etc.
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 Kat – Front counter server: Kat will assist both Lisa and Travis in order to enhance the
customer satisfaction and vice-versa. Kat will also focus over managing the staff as
well as to maintain coordination between the teammates for executing the tasks in an
appropriate manner with the objective of fulfilling customers’ requirements.
 John – Sous chef: Warblers café has a huge capacity to serve 50 guests in the
morning and 160 guests in the evening, thus, the appropriate number of executive as
well as assisting chefs are required for the objective of serving the guests in
appropriate time period.
Q2: What methods of communication do you use to communicate the promotion and allocation
of job roles to your team members?
In terms of promotion of the newly launched offer, trending mediums of advertisement and
promotions will be used. On the other hand, for allocation of job roles to the teammates, internal
chat system and email method of communication will be used.
Social media platforms, organizational official website, personal emailing to the target and
potential customers, newspaper, and bill boards will be used for the promotion of newly
launched offer in order to spread awareness amongst the target audience in order to boost up
the sales and customer base.
Through internal chat system, all team members will be notified for their assigned roles and the
description for their job roles will be informed them through email.
Q3: What actions do you take to encourage your team to take responsibility for the role you
have allocated to them?
Following actions can be taken to encourage teammates to take their responsibility:
 Sharing vision of the organization with the teammates
 Communicate with the staff
 Appreciate every teammate’s efforts
 Supporting ideas coming from every teammate
 Assigning challenging tasks to the teammates
 Encouraging and motivating productivity
 Giving equal and fair chances to every teammate to take the opportunity to grow
 Empowering every individual
 Providing support at all levels
 Managing the coordination amongst them to accomplish the tasks efficiently
Q4: List three ways you can encourage innovation in your team.
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 Providing required resources to all teammates to think out of the box
 Making work environment friendly and free in order to encourage and make the introvert
employees confident to speak up their point of view as introverts are blessed with
unique thinking capability which could lead to generate new and innovative ideas.
 Rewiring innovative ideas to encourage the whole team to come up with the new ideas.
Q5: How do you encourage team innovation for the $9 lunch promotion task?
The $9 lunch promotion will not only help the Warblers café to enhance their customer base and
increase in the sales but it will also help the employees working in the café to showcase their
talent to manage bunch of guests at the same time. In relation to this, I will showcase the future
opportunities to the teammates for getting rewarded for their better performances along with
showcasing them the opportunity to be promoted at higher levels after the attainment of desired
goals and objectives of the café.
Rewards and the growth are two most crucial factors through which an employee not only gets
motivated but also seeks his own benefit in the organizational benefit. This helps the
organization and the employees to grow as well as to develop as a whole as well as the
individual level. The $9 lunch will help the organization to boost up its sales on instant basis,
thus, it is requires team efforts to manage the increased demand and to encourage the
teammates, I have offered them the incentives on every customer who will rate the service with
highest numbers in order to encourage them towards customer satisfaction. This will encourage
employees to generate new ideas for customer satisfaction as it will directly affect their personal
growth in monetary terms.
Q6: List three barriers to delegation.
According to me following are the barriers to delegation:
 I can better do it my self
 Not believing in teammates’ capability
 There is no contribution from the teammates for taking tough decisions for the whole
team, thus, I am the only person responsible for taking the decisions.
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Q7: After you have delegated the tasks for the lunch promotion, Kat the front counter server
approaches you and says that she doesn’t feel comfortable doing the task you allocated
as she feels that it is your job as manager to complete the task.
She says, ‘I don’t get paid as much as you, so why should I do it?’ How do you respond to
this?
In this situation, either I will ask her to do the assigned role or resign from the job but as Kat will
not think twice before resigning, thus, there will be no significance for forcing her to do the job.
Alternatively, I will assure her that after performing this role, her capabilities and portfolio of
strengths will be increased and it will help in enhancing her expertise area to be more diversified
as per the dynamic business requirements.
Apart from this, I will also ensure that she will get support from my end as well as from the other
teammates in order to accomplish their assigned duties. Afterwards, Kat will be asked to join the
training program to enhance its skills to be flexible and effective enough for every department.
Q8: After you have delegated tasks, you are told by the team working on promoting the
campaign that they have not been allocated enough funds for the task they have been
given.
They require more funding to print flyers and for a large sign that will be placed on the
major road in front of the café.
You were only given a limited amount of money for promotion by head office. What is your
response to this? What action would you take?
There is no option left except managing with the limited amount sanctioned by the head office,
so I will make sure that the money sanctioned could be used appropriately to execute the
advertisement and promotional campaign.
On the other hand, I will also try to get more money sanctioned from the head office by
explaining them the scenario and the benefits of executing promotional campaigns at vast level.
Q9: What do you say to the executive management team in order to highlight your team’s
concerns and offer suggestions to assist your team?
As my team is capable enough to execute the assigned roles and responsibilities, thus, I will
ask the executive management to assist the teammates with all sorts of resources and support
through which they could be rewarded as per their performances.
Retention of the key employees is the major aspect for every organization’s success and growth
in the long term, thus, I will tell the executive management the significance of my teammates in
the attainment of café’s desired goals and objectives in terms of valuing them along with
providing them with all required resources.
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Q10: After your meeting with the executive management team, you are given more funds for
your team’s promotional activities, but only enough for the street-facing signage – not for
the flyers.
Explain how you share this information with your team. Provide a script of what you say.
I will communicate this thing with my teammates face to face as me and my teammates are
comfortable enough to share and understand each other’s point of view. I will tell them that we
have only got the funds for the street facing signage and not for the flyers so we need to utilise
the money in the most efficient manner through which desired goals could be attained along
with enhancing organizational performance as per the expectations.
Q11: What other free forms of advertising can you recommend your team use instead of flyers?
 Social media
 Website of café
 Email
 Taking feedbacks from the customers and post it on the social media to attract other
customers
Q12: What will the café’s KPIs be for the $9 lunch promotion?
 Huge seating capacity
 Experienced and talented staff
 Sufficient resources to fulfil customers satisfaction
 Lush ambience
 Huge menu offering
Q11: How do you monitor team performance for this task?
 Through balance scorecard technique
 360 degree feedback
 Analysing performance at individual level
Q12: How will you get feedback from team members about how the promotion is going?
 Analysing the sales before and after promotion
 Analysing the quality of service, food quality and other things as per customers’
feedback

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SITXHRM003 LEAD AND MANAGE PEOPLE – Scenario
Task 4: Monitor team performance
It has been three weeks since the $9 lunch and coffee promotion has been running. It has been
an overwhelming success with patronage up by 40%!
Jemma, the café supervisor, has come to you and complained that the chefs in the kitchen are
getting snappy and angry when she and the other team members ask them when orders will be
ready.
The front counter and server team are trying to meet the goal of making their service quicker but
the chefs are not being compliant and customers are left waiting for their food! The chefs are
refusing to communicate effectively with the rest of the team.
Question and answer
Q1: You call a meeting with the team to sort this out. What do you say in this meeting?
I will ask the issues faced by the chefs which are restraining them to cooperate with staff
members. As this is the starting point of delivery of service, thus, it needs to be fast and
responsive all the times through which the ultimate goal of customer satisfaction could be
fulfilled.
Apart from this, warning will be given to the chefs for not performing their duties as per the
organizational requirements as this is disturbing the whole organizational performance.
Q2: How do you encourage open and supportive communication?
By coordinating with the teammates, providing support to the employees and engaging them in
the organizational decision making processes to make them realise their significance.
Apart from this, openness in the communication will also be promoted in order to
encourage open and supportive communication at workplace.
Q3: What could you do to solve this problem?
Warning could be given as the negative measure to generate positive outcomes. Alternatively,
encouragement technique will be implemented with the objective of motivating the staff
members towards the fulfilment of their assigned duties.
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Use this information to answer Q4.
You have been observing the café team during the busy periods and have made notes on their
performance. This is what you observed.
 Jemma – Cafe supervisor
 Was working well with customers and kitchen staff.
 Communicating with team members well, but at times was rude to Kat as she didn’t
complete tasks as quickly as she would like them.
 Lisa – Front counter server
 Was working well with customers, kitchen staff and servers.
 Was a little slow to go to the front counter and was chatting to servers while customers
were waiting.
 Travis – Front counter server
 Was working well with customers, kitchen staff and servers.
 Was a little slow to go to the front counter and was chatting to other servers while
customers were waiting.
 Meg – Chef
 Excellent time management.
 Excellent communication with kitchen team and servers.
 Was not thorough with her quality assurance check of the sous chefs’ and kitchen
hand’s meals.
 David – Sous chef
 Excellent time management.
 Excellent communication with kitchen team and servers.
 A little sloppy with the presentation of the meals.
 Sasha – Sandwich hand
 Excellent time management.
 Excellent communication with kitchen team and servers.
 A little sloppy with the presentation of the meals.
 Kat – Front counter server
 Excellent customer service.
 Was not as quick as the other servers.
 Spoke in a disrespectful manner to Jemma.
 John – Sous chef
 A little slow to respond to chef’s orders and suggestions.
 Excellent presentation of the meals.
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Q4: What opportunities do you provide to each team member to improve their performance,
after you observed them?
Every teammate will be offered equal and fair chances to prove their effectiveness and in the
same manner, only single chance will be offered to all the teammates whether they have made
any mistake, not fulfilled organizational expectations or not have obliged the rules and
regulations in terms of improving their performances. Coaching, training and development
programs will be the primary techniques which will be used for improving their performances.
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Task 5: Coaching and mentoring
You decide to run a coaching session for Lisa, the front counter server, so that she can improve
her efficiency.
You would like to teach her how she can multi-task when completing the following tasks.
 Working the counter
 Using the register
 Serving customers
 Bringing meals and beverages to the table
You create a coaching session plan.
 Go to your ‘Course files’ and open Assessment D_Coaching session plan.
 Save the template locally to your computer and complete the information.
 Complete the multi-tasking coaching session for Lisa.
 Use the information provided in the Assessment D_Background information and your
workplace knowledge.
 Save and submit your template to your assessor when completed.
Task 6: Reward team
Question and answer
Q1: How do you motivate your team so that they achieve their KPIs and team goals, especially
for the $9 lunch promotion task?
 By explaining them the benefit of accomplishing organizational goals to them
 Success and growth of the organization will lead to the success and growth at individual
level
 Rewarding the employees for their better performances.
Q2: It has been two months since the launch of the $9 lunch promotion at Warblers Café. You
are reviewing the customer numbers, total sales and customer feedback and the
promotion has been an overwhelming success. The following goals have been met.
 Increase customer sales and intake by 20%. (This is up to 40%.)
 Increase efficiency in service. (Feedback from customer surveys has averaged 4.5 out
of 5 stars.)
 Decrease customer wait times. (Customers surveyed said they waited less than one
minute to be served and 15 minutes for meals.)
Jemma in particular has done an amazing job of overcoming all conflicts and issues with
team members to create a cohesive team that works well together.
You are extremely pleased with the team at Warblers Café.
How will you acknowledge Jemma’s individual good performance to the whole team?
Jemma’s performance will be acknowledged in front of the whole organization to make her
feel overwhelming as her efforts have made the organizational performance incredulous.
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Apart from this, her performance will be rewarded in financial terms along with assuring
her to be promoted in the next promotions at the leading and managerial position after
reviewing her qualities leadership and management.
Q3: What other forms of rewards and recognition will you provide to the team for meeting their
KPIs?
 Providing holiday trip for the employees to give them the break from the work as well as
to make their experiences unique with the organization
 Awarding and appreciating their performances with trophies
 Giving them VIP passes for the concerts, reality shows, and other important events
 Surprise them with unique gifts and promotions
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Assessor checklist
To be completed by the assessor.
Learner’s name:
Did the learner successfully
demonstrate evidence of their ability to
do the following? Assessor comments Completed
Yes No
Identified behaviours suitable for a
manager to model to team members.
Developed a team through
appropriate goal setting.
Managed a team’s performance by
delegating tasks.
Monitored a team’s performance by
providing feedback.
Identified how to coach and mentor
team members.
Identified ways to motivate individuals
and teams to achieve optimum
performance.
Identified ways to reward a team’s
performance.
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