SITXHRM001 - Coaching Skills in Hospitality - AIC Assessment

This document provides a comprehensive solution for the SITXHRM001 assessment, focusing on coaching others in job skills within the hospitality management context at Australian Ideal College (AIC). It covers essential aspects of coaching, including its purpose, developing rapport, effective communication techniques like open questioning and active listening, and preparing for coaching sessions. The solution addresses indicators for when coaching is needed, determining coaching objectives and scope, planning effective sessions, and adapting coaching styles to suit different learning preferences. It also emphasizes the importance of clear explanation and demonstration, providing support and constructive feedback, and monitoring progress. Key principles of training are described and applied to coaching scenarios, with examples of activities and feedback mechanisms. The document offers practical tips and strategies for hospitality professionals to enhance their coaching abilities and improve staff performance.

AIC- SITXHRM001 -AT–V1.0
Assessment 1 Submission Sheet
Cour
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SIT60316 Advanced Diploma of Hospitality Management
Unit
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Coach others in job skills
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Please read and sign this assessment coversheet and submit it together with your
assessment to your Assessor by the due date.
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Student Declaration: I declare that I
have been assessed in this unit, and I
have been advised of my result. I am
also aware of my appeal rights.
Assessor Declaration: I declare that I
have conducted a fair, valid, reliable
and flexible assessment with this
student, and I have provided
appropriate feedback
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AIC- SITXHRM001 -AT–V1.0
Assessor’s Comments

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AIC- SITXHRM001 -AT–V1.0
Task 1
Assessment Instructions
This is an individual assessment. If you need help understanding any questions, ask your
assessor to explain.
Procedure
Complete the project following the information provided.
To be deemed competent you will need to successfully demonstrate the following:
You must submit:
Satisfactory answers to all the questions
Questions
1. Explain the purpose of coaching.
The purpose of coaching is to teach new things and improve their skills under special knowledge and
guidance.
2. List 5 ways you can develop rapport and be sensitive when communicating
during a coaching session.
a) To learn about the hobbies, interest and aspirations of student. B) Call students by their names. C) Open for all
kinds of group and individual discussions and interactions. D) To have core knowledge of the subject and language
fluency. E) To treat students politely and explain the things matching to their mental level.
3. Describe the meaning of open questioning and active listening techniques. For
each, provide 2 examples of how they may be used when coaching.
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Definition Examples (2 each)
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In open question people have
different opinions of their own
perception. In this the matter has to
be discussed which has no certain
conclusion or answer.
a) How can we make this project
better?
b) How did you feel about our
customer service?

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AIC- SITXHRM001 -AT–V1.0
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Active listening consist of active
participation of a listener with full
concentration when something is
being taught. The listener has to be
calm, should not interrupt in
conversation.
1. Summarizing question: A person
summarized all his listening
knowledge to understand the
asked question.
2. Public speaking: In the debate
the speaker gives chance to the
introvert group to speak about
their thoughts.

Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
4. Answer the following questions about preparing for coaching.
a. What are 5 indicators that coaching is required in the workplace?
 Student can concentrate and focus on the giving sessions.
 To improve each employ’s performance.
 To identify both strength and weakness of the employ and company as well
 For the betterment and needful changes of the company.
 To have a good rapport between employ (student) and company (institute).
b. How would you determine the objectives and scope of coaching?
The objective and scope of coaching can be defined as follows:-
Hassle free work experience which could be beneficial for the employs and the company as well.
To brush-up the personal skills by learning new things and change in attitude.
To learn group workings and cooperation.
To have discipline and coded atmosphere in the institute.
Great change in the behavior and communication skills.
To transform an individual from a common man to a highly earning professional person.
5. Answer the following questions about session preparation.
a. Planning is an essential part of coaching. List 5 areas you need to plan for an
effective session.
For an effective coaching session these things are to be kept in mind:-
To identify the specific issue of the coaching session.
To solve the problems of the students on the Grass root level.
To educate and train the students for a specific subject.
To plan the activities with the maximum involvement of students.
To give positive comments to the students for or the betterment of their work process.
b. What are 5 important pieces of information you need to provide to staff
members prior to coaching?
Date of the training session.
Time and venue where the training has to be conducted.
Aim of the training why is this session important for the students.
Materials required to be used during the training session by the student.
Time duration of the training session.

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AIC- SITXHRM001 -AT–V1.0
c. How can you determine the steps and key points to cover in your coaching session?
Establish the objective of the training session.
How this session is beneficial for you to achieve your future plans?
Why is it important to brush up your skills?
How and why is it necessary to set up a goal in life for your progress?
Why is it important to work in groups along with peer members?
What are the benefits of attending this training session?

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AIC- SITXHRM001 -AT–V1.0
6. How would you adapt your coaching to suit staff members’ learning styles? Complete the
table
below by providing an example for each learning style.
Learning
style
Example of how you could adapt your
coaching
Auditory
(hearing,
listening)
I will frame my context after taking opinion with my staff members
so that I can get maximum solutions.
Visual
(seeing,
observing)
By observing each and every small and big things happening in the
surroundings. Follow the basic line of learning by observation and
giving the outcome accordingly.
Tactile/
kinaesth
etic
(doing)
I will ensure to have active participation in each and every activity
and design the format covering their view points as well.
7. List 3 important factors to consider when deciding on the time and location for a coaching
session.
1. The location should be approachable within an hour of time duration.
2. The time span of the coaching has to be moderate to fit-in the daily schedule.
3. The location should have all basic necessities like hospitals, bus-stops etc.
8. Complete the table below by describing each of the key principles of training and
how they can be applied to coaching.
# Key
princi
ple
Description of activity
1 Explai
n
Orientation of life skills and newly introduced technologies by
dividing 6 groups of 5 people each.
2 Demon
strate
The main aim of my activity is for the new recruited staff to make
them aware of the soft skills of life along with new technologies.
Under this I had covered topics like creativity, leadership quality,
time management, decision making etc.
3 Revie
w
Life skills can be enhanced by combining creativity with
technology. Students need to brush up their skills in order to work
under any hospitality industry. As explained in this orientation
time management is the main and most important factor to grow.
The students also learnt how to make crucial decision under any
dicey circumstances.
4 Listen
to
staff
memb
er
expla
nation
After the session the staff members have few questions.
Why Life skills are important? Next question
How are the new technologies helpful for us?
Perhaps they were confused earlier but after the session they
understood that life skills need to be brush-up in order to match the
expectation of the client. Secondly time management plays
important role as it’s the first step towards success.

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AIC- SITXHRM001 -AT–V1.0
5Observe and
Evaluate staff
member
demonstration
Staff members were keen for this training session as they shown
their full interest and active participation. As observed during the
session that group 2 and 4 involved keenly in time management
lecture whereas, group 1, 3, 5 and 6 took interest in leadership and
creative up-gradation using latest technologies.
6 P
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In my opinion the session went good and smooth. The students
learnt a lot about new technologies as well as life skills. These life
skills are considered to be helpful for them in their future. The
time management slot seems to be much in interesting for the
students as they learn how to divide 12 hours of smart working and
earning. As per the feedback form which has been filled by the
students after the session reflects that the session was helpful and
interactive for the students. They learnt a lot about all the skills
taught to them. The final outcome of the session is fruitful for all
the students.

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AIC- SITXHRM001 -AT–V1.0
9. As a coach, your explanation and demonstration of a task must be clear and simple.
Provide 3 tips for explaining a task and 3 tips for demonstrating a task during coaching.
10. Allan has just started working as a barista in your restaurant. He is still
perfecting his communication and coffee-making skills. How would you provide
support, guidance and constructive feedback to Allan during and after
coaching? Give 2 examples for each.
Assistance To make coffee according to clients’ choice.
To address the client politely and humbly as and when
required.
Support I will motivate him that he can do his best by boosting up his moral.
I will give few coffee making tips to him and ask him to be comfortable.
Guidance I will tell him to do a little research on coffee as it gives a good impression
on the customers.
I will remind him the topic read in soft skills called creativity which can
enhance the art of coffee making.
Feedback By giving all the above given advice Allan is now seems to be comfortable in
dealing with the customers.
This new challenge turns out to be a great learning experience for Allan’s
future.
11. You are in the middle of a coaching session with Ellie, a team member. Ellie seems to be
lost and
Doesn’t receive your main message. List 3 possible reasons why Ellie hasn’t received the
message.
1. Firstly it might possible that she is need attentive in the session.
2. Secondly she may have not understood my technique of teaching.
3. Thirdly she needs another mode of explanation.
12. Describe 3 ways you can monitor the progress of a staff member and provide
ongoing support after coaching.
Demonstration: To demonstrate the task a coach should take care that he also
perform the task as an example in front of the class.
Best possible tools should be used that are used in task to demonstrate an effective
manner.
Instead of only explaining practical demonstration should be provided to make it clear
and simple.
Explanation: The words that are used in explanation should be simple and careful.
Explanation of the task should contain only relevant information and irrelevant
information should be avoided to be used in explanation.
Use of effective body language is a certain during explanation of the task to make it
more simple and clear to everyone.

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AIC- SITXHRM001 -AT–V1.0
1. The way he changed his working pattern which can be visible during his work
sessions.
2. By the positive feedback of the customers for him.
3. The way he is balancing his time and work together for the betterment of the
company.

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AIC- SITXHRM001 -AT–V1.0
13. Answer the following questions about reporting the outcomes of coaching.
a. After coaching a staff member, who should you report the outcomes to?
After coaching I would report to the head of the team or the team leader.
b. What information would you include in your report?
In the information I will describe about his strengths and weaknesses. The way he performs his task
on the given time. He needs a little boosting when the situation is new for him. He is very sincere
towards his work but has to be a bit punctual. He follows a good work ethics.
14. Answer the following questions about performance problems.
a. Describe each of the following 5 common causes of performance problems or
difficulties during or after coaching.
Cause Description
Shyness or lack
of confidence
New students generally has a lack of confidence because They
have to deal with new subject and they don’t have enough
confidence to deliver their thoughts.
Breakdown
in
communicati
on
This is the most common feature as the person have stage fear or
in other words can be said as the fear of public speaking. They have
lack of words to express their thoughts.
Language or
cultural barriers
When we have different language than it seems to be difficult to
understand and communicate with each other. So when a student
comes from a different culture he faces many problems in
understanding and adaptation of new things.
Insufficient
opportunity
to practise
People coming from rural background or from weak financial
background have less opportunities and sources. They doesn’t
have proper guidance and setup to fulfill their practice and
trainings.
Inappropriate
circumstances
for coaching
Lack of resources and place tend to affect coaching. The imbalance
of finance and education is effecting the coaching industry a lot.
The students who doesn’t have proper resources to attain classes
have to drop their ambition which again affect the coaching.