SITXHRM003 Lead and Manage People - The Complete Academic Support Hub

SITXHRM003 Lead and Manage People

PART A:

Q.1

Provide two reasons why it is important for managers and supervisors to act as positive role models within the workplace?

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Trainer Comments

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Q.2

There are five main functions a manager will perform in most work roles. Briefly describe each one and provide two examples.

Planning and Organising

Informing

Staffing

Leading

Controlling (Monitoring)

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Trainer Comments

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Q.3

What roles and functions do you have as a manager? Provide three examples.

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Trainer Comments

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Q.4

List six commonly held traits of an effective leader.

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Trainer Comments

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Q.5

Describe the difference between a mission statement and a vision statement, and explain their use for an organisation.

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Trainer Comments

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Q.6

Explain why the manager should involve team members in the goal-setting process.

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Trainer Comments

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Q.7

As a manager, what actions can you take within the workplace to show support for and commitment to organisational goals?

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Trainer Comments

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Q.8

These three qualities are very important if you wish to lead successful teams. What do you think they mean in relation to being a good leader?

Respect

Integrity

Empathy

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Trainer Comments

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Q.9

Why is it important for managers and supervisors to interact with team members in a positive and professional manner?

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Trainer Comments

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Q.10

Outline a range of actions that may take place in positive and professional interactions?

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Trainer Comments

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Q.11

Leaders must role-model both positive attitudes and behaviours. List six behaviours you can role-model that will help you lead and manage staff.

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Trainer Comments

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Q.12

Describe the use of short-term, medium-term and long-term plans and objectives within a business.

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Trainer Comments

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Q.13

You are a restaurant manager and are holding a staff meeting. Explain to the staff what each of the key customer needs are and the expectations that your employees need to meet.

Friendliness

Empathy

Fairness

Clear Instructions and Information

Options and Alternatives

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Trainer Comments

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Q.14

What responsibilities do employees have at your workplace in relation to personal presentation?

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Trainer Comments

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Q.15

How would you define a team?

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Trainer Comments

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Q.16

Delegating is a big part of your role as a leader. How would you define delegation from a manager viewpoint?

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Trainer Comments

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Q.17

List three ways you as a manager can ensure your staff or new staff get vital information relating to their job role.

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Trainer Comments

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Q.18

Why is important to listen to customer feedback in order to develop innovative approaches to work? How can this be encouraged?

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Trainer Comments

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Q.19

What are the advantages of performance-related pay?

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Trainer Comments

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Q.20

What are the issues with the use of profit sharing as a reward for team efforts and contributions?

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Trainer Comments

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Q.21

What are the benefits of developing a workplace forum for employees to discuss issues and seek advice?

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Trainer Comments

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Q.22

Describe a range of actions that could be taken to encourage supportive communication within your workplace.

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Trainer Comments

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Q.23

Outline the business information that would need to be shared with new recruits during an induction session.

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Trainer Comments

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Q.24

Why might it be necessary to share information with colleagues regarding the recruitment plans of the organisation?

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Trainer Comments

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Q.25

What social considerations of employees might you represent to the personnel responsible for developing a roster?

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Trainer Comments

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Q.26

In what circumstances might you represent the interests of a team in relation to responding to service outcomes and disputes?

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Trainer Comments

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Q.27

How might you seek feedback from team members on a range of organisational proceedings? What are the benefits of these methods?

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Trainer Comments

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Q.28

What actions could be taken to improve group dynamics?

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Traienr Comments

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Q.29

Provide four examples of workplace policies and procedures that you may want to gain feedback about from employees.

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Trainer Comments

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Q.30

Identify a range of barriers that may arise when delegating tasks and responsibilities, and provide a way to overcome them.

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Trainer Comments

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Q.31

Describe three methods of evaluating the skills of team members.

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Trainer Comments

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Q.32

Provide a range of examples of training and coaching that is utilised in your organisation.

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Trainer Comments

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Q.33

Explain how reviewing complaints can act as useful method of monitoring customer service levels.

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Trainer Comments

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Q.34

Provide three examples of team achievements that may lead to recognition and rewards.

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Trainer Comments

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Q.35

What methods could you use to recognise and reward team achievements?

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Trainer Comments

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Part B:

Scenario 1 – Delegation of tasks and planning and organising

You have been put in charge of the front of house staff for the cocktail party being held at the function centre you work for. It is a very formal work function and you are expecting 150 guests.

There will be continuous cocktail food being prepared by the kitchen and a selection of alcoholic beverages is being supplied with other beverages available for purchase.

The function is from 7pm – 10pm. The client has advised of the following requirements:

There will a presentation at 8pm which will take about 40 mins.
All guests are to receive drinks on arrival.
The food and drinks must be circulated to all guests throughout the evening.
Guests can purchase drinks from the bar
Each guest is to receive a gift bag as they leave

You have been provided with the best 5 food and beverage attendants, who are all fully trained and can work behind the bar or in food service.

You are required to hold a pre-function meeting with the 5 staff. During this meeting you are require delegate the tasks to each team member to cover the 3 hour function, ensuring that all of the clients requirements are meet. This meeting should take no longer than 15 mins

During the assessment task you will be assess on the following:

The allocation of tasks and the instructions provided to the staff during the meeting.
The effectiveness of communication within team including how you have sought and response to feedback from the team.
overcome communication barriers in providing effective support and motivation to a team.
ensure activities important to team development are integrated into own work planning.
Highlight the efficiencies and deficiencies of the work practices if roles and responsibilities are not followed.

You will be required to submit the following at the end of the assessment:

Documentation of the task allocations with an explanation of why/how the tasks were allocated.
You will be required to develop a document for the staff for the event, to explain the roles and responsibilities and time schedule for tasks.
Answers to the reflective questions – Questions to include potential of efficiency or deficiency in workplace practice
Feedback forms from the staff (you will be required to print and provide to your staff)

SITXHRM003-Staff-Feedback-Form-_-July-2020.docx(please find an attachment with the same name )

upload your templates here

How do you feel the meeting to delegate the staff their roles went?

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Trainer Comments

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How did the staff receive your message?

Could you have made any improvements in the way you communicated to the staff?

How?

And what did you do well?

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How efficient do you think the staff will be?

Do you think you have adequate staff?

What would you change?

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Trainer Comments

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How will you lead and manage the staff during the function?

You should list at least 2 strategies

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Trainer Comments

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Part C:

Provide Feedback and Motivation through recognition and reward

You have been advised there is an issue with the performance of one of the staff on the hotel reception and the HR Manager has asked you to investigate.

You take some time to observe the staff member on their shift, you also review the customer service surveys and feedback from their supervisor.

Read surveys for customer feedback

Read email from team leader

You are required to have a meeting with the staff member to give them feedback on their work performance (20-25 mins). During the meeting you are required to:

Address the issues of work performance
Seek feedback from the staff member
Discuss the workplace practice and why they need to be followed
Provide support to improve work performance
Effectively communicate with staff member

Trainer will be the staff member

After the meeting, you are required to write a report to the HR Manager to advise what the outcomes of the meeting were. You have also been asked to develop a plan to motivate the staff member through a recognition and reward program. This can be an informal report in an email (at least 500 words, or more)

In addition to the role play, student will be required to hand up the following:

Reflective questions
Noted made in preparation for the meeting.
Report for the HR Manager

SITXHRM003-Customer-Satisfaction-Surveys-_-July-2020.docx(please find an attachment with the same name )

SITXHRM003-Team-Leader-Email-_-July-2020.docx(please find an attachment with the same name )

Upload the following

Reflective questions
Noted made in preparation for the meeting.
Report for the HR Manager

How do you think you handled the meeting with the staff member?

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Trainer Comments

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How did they receive your message?

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What could you have done differently to improve your communication?

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What did you do well?

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How do you believe your recognition and reward program will help to motivate the staff member to improve their work performance?

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Trainer Comments

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