SITXHRM009

lead and manage

people
First published 2022

Version 1.0

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Contents
Introduction 4
Assessment for this unit 4
Assessment Task 1: Knowledge questions 5
Information for students 5
Questions 6
Assessment Task 1: Checklist 13
Assessment Task 2: Team planning meeting 15
Information for students 15
Activities 16
Assessment Task 2: Checklist 21
Assessment Task 3: Team work plan project 23
Information for students 23
Activities 24
Assessment Task 3: Checklist 27
Assessment Task 4: Reward and recognition project 29
Information for students 29
Activities 30
Assessment Task 4: Checklist 33
Final results record 34

SITXHRM009 Lead and manage people

Introduction
Welcome to the Student Assessment Tasks for SITXHRM009 Lead and manage people. These
tasks have been designed to help you demonstrate the skills and knowledge that you have learnt
during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide
provides important information for you relating to completing assessment successfully.

Assessment for this unit

For you to be assessed as competent, you must successfully complete two assessment tasks:
 Assessment Task 1: Knowledge questions – You must answer all questions correctly.
 Assessment Task 2: Team planning meeting – You are required to conduct a team meeting
involving brainstorm to develop ideas for the case study.
 Assessment Task 3: Team work plan project – You are required to develop a team work plan
from the notes you took in the previous activity and conduct a training session for a team
member.
 Assessment Task 4: Reward and recognition project – You are required to research and report
on reward and recognition schemes that can be implemented for the case study.

SITXHRM009 Lead and manage people

Assessment Task 1: Knowledge
questions
Information for students
Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:
 review the advice to students regarding answering knowledge questions in the Hospitality
Works Student User Guide
 comply with the due date for assessment which your assessor will provide
 adhere with your RTO’s submission guidelines
 answer all questions completely and correctly
 submit work which is original and, where necessary, properly referenced
 submit a completed cover sheet with your work
 avoid sharing your answers with other students.

i Assessment information

Information about how you should complete this assessment can be found in Appendix A of the
Hospitality Works Student User Guide. Refer to the appendix for information on:
 where this task should be completed
 the maximum time allowed for completing this assessment task
 whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A template is
provided in Appendix B of the Student User Guide. However, if your RTO has provided you with
an assessment cover sheet, please ensure that you use that.

SITXHRM009 Lead and manage people

Questions
Provide answers to all of the questions below.

1. Describe the importance of each of the following tasks completed by supervisors and
managers. Provide a specific example for each.

Task Importance Example

Decision making Decision making is an act of Problem-solving,

selecting between two or more Leadership, Reasoning,
actions or activities. Decision Teamwork, Time
making is the action of management like
identifying a decision by Choosing which
gathering information and employee or employees
accessing all the sources. It to lay off- Again,
involves appropriate knowledge, evaluation, comparison,
data, and options to build the and critical thinking skills
final decision. It is a step-by-step are key here.
process to solve the problems.
The most important step of
decision-making is to recognize
the decision that needs to be
made. appropriate methods
should be used for decision
making. Decision-making is
perhaps the most important
component of a manager's
activities. It plays the most
important role in the planning
process. When the managers
plan, they decide on many
matters as what goals their
organization will pursue, what
resources they will use, and who
will perform each required task.

Delegating tasks Delegation of Authority is a very Delegation leads to better

important process in which coordination as
powers and authority are shared distributing work among
and distributed among the the subordinates will
subordinates as it will help the define power, duties and

SITXHRM009 Lead and manage people

 Task Importance Example

manager to manage the work by answerability which

distributing them among its provides a big image of
employees which helps him to working relationships and
reduce the work stress and can task to be done by whom
work on other important areas in various level..
like planning, business analysis,
etc. Delegation of authority is
not only helpful to the
subordinates but also helps the
managers to develop their talents
and skills. Since the manager
gets enough time through
delegation to concentrate on
important issues, their decision-
making gets strong and, in a
way, they can flourish the talents
which are required in a manager.
Granting powers and getting the
work done, helps the manager to
attain communication skills,
supervision and guidance,
effective motivation, and
leadership traits are flourished.
Therefore, it is only through
delegation, a manager can be
tested on his traits.

Monitoring The importance of monitoring in A supervisor in a

performance the workplace is to focus on customer service
saving or protecting the firm department tracks the
from legal problems and to performance of their team
prevent degradation in sales, members by analyzing
generation of revenues. It also customer satisfaction
helps to measure the employee ratings, response times,
performance and monitor their and issue resolution rates.
efficiency that who is working They identify a team
hard and who isn't, which will member who consistently
help to increase the productivity receives positive
of the workplace. It also provides feedback and
better security. Regularly acknowledges their

SITXHRM009 Lead and manage people

 Task Importance Example

monitoring with effective excellent performance.

feedback will provide optimal The supervisor also
outcomes. notices another team
member who is
struggling and provides
additional training and
support to help them
improve their
performance.

Providing feedback Providing feedback is essential supervisor conducts a

for supervisors and managers to performance review with
guide employees' development, an employee,
reinforce positive behaviour, and highlighting their strong
address performance issues. communication skills,
Constructive feedback helps attention to detail, and
individuals understand their ability to meet deadlines.
strengths and areas for They also provide
improvement, ultimately specific suggestions for
contributing to overall growth enhancing their problem-
and productivity. solving skills and offer
resources for professional
development. The
feedback encourages the
employee to continue
excelling in their current
strengths while actively
working on areas of
improvement.

Motivation through Recognizing and rewarding A manager organizes a

recognition and employees' achievements and monthly "Employee of
rewards
contributions is crucial for the Month" program
boosting morale, increasing where outstanding team
motivation, and fostering a members are recognized

SITXHRM009 Lead and manage people

 Task Importance Example

positive work environment. It for their exceptional

helps retain top talent, performance and
encourages continued high contributions. The
performance, and promotes a selected employee
culture of appreciation and receives a certificate of
engagement. appreciation, a small
monetary reward, and
public recognition during
a company-wide meeting.
This recognition not only
motivates the recipient
but also inspires other
employees to strive for
excellence.

Planning and Planning and organizing involve A project manager

organising setting goals, developing creates a detailed project
strategies, and allocating plan that outlines specific
resources to accomplish tasks tasks, timelines, and
efficiently. Supervisors and resource allocation for a
managers need to plan and software development
organize effectively to ensure project. They coordinate
smooth workflow, prioritize with different teams,
objectives, and optimize establish clear
productivity. communication channels,
and set up regular
progress review
meetings. By planning
and organizing in this
way, the project manager
ensures that all project
activities are aligned,
deadlines are met, and
resources are utilized
effectively.

2. For each of the following information, explain why it is important for supervisors and managers
to provide this to staff.
a) organisation performance

SITXHRM009 Lead and manage people

It is important to share Organization performance with the employees as It provides track
progress of goals and personal development. The organizational performance gives a clear
image of the organization's performance of the market by looking at financial areas,
productivity, revenue generation, and profitability. It will increase the engagement of the
employee to achieve the goal of the organization. The organizational performance will also
share the individual performance of the employees which will help them to work on
themselves.

b) changes in organisational policies

when business policies and procedures change, communicating these changes with
employees is necessary to avoid costly mistakes and errors. Depending on the nature of the
policy or procedure that’s being altered, there could be legal and financial outcomes if your
organization does not comply, communicating your policies and procedures regularly
ensures that your employees are informed and on-board. policies and procedures provide
direction to the employee and help to maintain ethics and standard in the workplace which
will create a way of legally holding them responsible for the new policies and procedures.
It will also make them aware of the changes in policies as it ensures that your organization
will continue to run smoothly following the values and ethics established by leadership

c) marketing information and targets

It is important to share the market and target to Employees as ensures that employee feels
more engaged and empowered when they have access to company market data. Sharing
market knowledge increases the productivity of your team. You can work faster and
smarter, as you get easier access to the internal resources and expertise within your
organization. Sharing goals or targets makes the employees accountable for example if you
share with a colleague that you intend to smash 120% of your sales target, it goes without
saying that the next time you catch up, they will ask how your sales quota is coming along.
The aspect of accountability helps to ensure that you stick to your goals
d) overall organisational objectives

Objectives help define goals, identify conflicting activities, guide elements of the decision-
making process, and ensure accountability of personnel within an organization. Without
clearly defined goals and supporting objectives, goal displacement often occurs. Goal- and
objective-setting are influenced by values. Sharing of the overall objective of the company
will provide employees their job tasks and achieve growth.

e) plans for new equipment

SITXHRM009 Lead and manage people

Sharing plans for new equipment is very important as many employees are not comfortable
with new equipment and won't adapt as quickly as others and some may resist the adoption
completely. It is important to share a plan before upgrading as the workplace should
maintain safety and productivity and should define how to use the equipment efficiently.
By going into fine detail about every part of the new equipment implementation plan,
you’ll put your employees’ minds at ease and help make them enthusiastic about the
transition.

f) rationale for management decisions

Employees who are involved in decision-making feel their contribution is valued, and the
process of sharing opinions and discussing work matters itself can foster a sense of
teamwork and improve relationships between workers themselves. Employees who are
involved in decision-making feel a personal stake in the organization and its success. This
naturally leads to more productive workers, as they want to contribute more, especially
when combined with higher morale and job satisfaction which is why a manager should
share the rationale of decision making with their employees

g) technology updates

Technology within the workplace continues to recognize businesses to improve interaction

with employees. Employees need to understand why [the new technology] is an
improvement from what they had before. It is important as Technology has changed the
way people used to communicate in the modern workplace. For keeping the workplace
fully organized manger share the update of technology so that people could adopt the
technology and make business operations more productive.

h) training developments

Sharing of training development information with employees will let them know the
benefits of Training as it allows employees to acquire new skills, sharpen existing ones,
perform better, increase productivity and be better leaders. Since a company is a total of
what employees achieve individually, organizations should do everything in their power to
ensure that employees perform at their peak.

3. Explain the importance of the following in relation to being part of a work team.

SITXHRM009 Lead and manage people

 a) adhering to policies and procedures

Adhering to policies and procedures-formal policies and procedures can make the
organization's workflow smooth and efficient. There are many policies and procedure for
attendance, harassment, and discrimination, health, and safety which are made for the
benefit of the team and to prevent an uncertain situation in the team. A clash in ideas of a
team member can create a situation of conflict which can be handled by conflict policies.
Many policies are developed that reflect the workplace's value and make it a better place
for all the environments. It maintains equality, it also ensures that everyone in a team
works for a common goal which will provide overall growth of the company.

b) cooperative and open communication

Cooperative and open Communication-Open communication allows the team members to

become more involved in meetings and understand the common shared goal. It also helps
to build trust and relationships with other team members by respecting their ideas and
thoughts whereas cooperative communication helps the employee for better
communication in the workplace and typically inspires better performance. Due to the lack
of cooperative communication in the team feeling of hospitality, operation problems, and
poor individual performance increase which degrades the overall performance of the team.
so it is important to have open communication and cooperative communication in a team.

c) understanding the nature and scope of work

understanding the nature and scope of work- It is very important to understand the scope of
the work as it is the framework of the work. If a scope of work is not clear and detailed the
probability of failure or miscommunication with the client increases. The team needs to
understand the goal of the project. The scope of the company should be regularly being
revised. when everyone in the team understands the scope of the project there is less
miscommunication and more collaboration. With the understanding of the nature of the
work, the team will understand it is possible to have a more comprehensive view of what is
a project, what is not a project, and the extent to which project management tools and
techniques need to be used.

d) forming relationships with others in the workplace and understanding interdependent

areas of activity

Forming relationships with others in the workplace and understanding interdependent areas
of activity- forming relationships with others in the workplace and understanding
interdependent areas of activity is very important as it helps to form teamwork and prior

SITXHRM009 Lead and manage people

relationships with other members and increase collaboration between teams and tends to
increase efficiency and productivity of the workplace. it helps to build trust, diversity,
mindfulness and increase effective communication. Interdependencies is the backbone of
cooperative teamwork as it shows Improvements in the team by increasing improvements
in trust, genuineness, empathy, risk, and success.

e) understanding reporting requirements

Understanding reporting requirements- it is important to have Business reports as they

provide useful insights for management such as information on spending, profits, and
growth. Reports will provide important detail that can be used to help develop future
forecasts, marketing plans, guide budget planning, and improve decision-making.
Managers also use business reports to track progress and growth, identify trends or any
irregularities that may need further investigation.

4. Explain how each of the following can assist in developing individuals at work.
a) change in job responsibilities

Change in job responsibilities- A good employee in the wrong position can harm the
employee and business performance so it is important to check the interest of the
employees and change their responsibilities according to their interest. One of the works of
a manager is to keep an eye on the performance of the individual, if someone is not
performing well then probably, he is not motivated or he is placed in wrong work. putting a
responsible person in a correct position is challenging so the manager should place
employees in their areas of interest where they can perform well and increase efficiency
and productivity.

b) external training and professional development

External training and professional development- External training offers a new way of
approaching marketing which is not used before. External trainers can be expensive, so this
is not always the most cost-effective solution for employers but it is best for developing a
business by applying new ways that an employee learned in external training for business
and professional development. Employees keep learning for their development so they go
for external training which has emerged as a formal business function, an integral element
of strategy, and a recognized profession with distinct theories and methodologies.it
promotes employee growth and acquiring a highly skilled workforce. The quality of
employees and the continual improvement of their skills and productivity through training,

SITXHRM009 Lead and manage people

 c) formal promotion

Formal promotion: A promotion also develops the ambition of employees and boosts their
passion for reaching their purposes as well as the objectives of the organization. This
increase in motivation leads to better productivity and performance that in turn works in
the favour of your organization. It boosts the morale of promoted employees, increases
their productivity, and hence improves upon the overall profits earned by the organization.

d) internal training and professional development

Internal training and professional development- Internal training can be influenced by the
familiarity of the business, giving a narrowed perspective of what is capable within the
business. This may reduce the potential for more ambitious training to be implemented. It
brings improvement in the existing training methods and employee communication.
Furthermore, it facilitates employees in understanding and following their trainers easily
due to workplace familiarity which increases the productivity of the individual.

e) opportunity for greater autonomy or responsibility

Opportunity for greater autonomy or responsibility-increased autonomy at work is known

to show an increase in the motivation levels, creativity, and happiness of employees.
Managers are also realizing that supporting autonomy is essential as it equates to optimal
productivity from reports due to their willingness to perform and complete tasks. It offers
flexibility and grant employee ownership. It creates an opportunity for the employee to
share their ideas which will increase job satisfaction of the employee.

5. Describe the key features of the following leadership styles:

a) Laissez-Faire

 Little guidance from leaders.

 Employees have the ability to make decisions.
 People are expected to solve their own problems.
 Access to many resources and tools.
 Constructive criticism from leaders.
 Leaders take charge when necessary.

SITXHRM009 Lead and manage people

 a) Autocratic

 Allows little or no input from group members.

 Requires leaders to make almost all of the decisions.
 Provides leaders with the ability to dictate work methods and processes.
 Leaves group feeling like they aren't trusted with decisions or important tasks.
 Tends to create highly structured and very rigid environments.

b) Democratic

 Group members are encouraged to share ideas and opinions, even though the
leader retains the final say over decisions.
 Members of the group feel more engaged in the process.
 Creativity is encouraged and rewarded

6. Describe three ways that open and supportive communication can be established in a
workplace.

1.Weekly One-on-One Meetings- conducting weekly meetings with your team makes
will open up the thinking of the teammates for interactive communication in
informal ways which will let them share their open ideas and thoughts for the
development.

2.360-Degree Reviews- Inviting your personnel to offer feedback encourages open

communication.

3.communications Training- It can be highly effective at improving group

communication. Communications training doesn’t just cover basic conversational
skills. Depending on the course, it could include presentation skills, instruction on
business writing, and managerial skills training.

7. Describe three characteristics of an effective leader.

1. Ability to Influence Others- leaders will do this as influencing others requires

building trust with your colleagues. Focus on understanding their motivations and
encourage them to share their opinions. You can then use that knowledge to make a
change and show that their voice matters.

SITXHRM009 Lead and manage people

 2. Encourage Risk-Taking and Innovation- Experimentation is critical to establishing
and maintaining your company’s competitive advantage. Great leaders recognize
this and encourage risk-taking and innovation within their organization.
3. Balance Hard Truths with Optimism- Effective leaders don’t avoid the hard truths.
Instead, they take responsibility for their decisions, maintain optimism, and focus on
charting a new course of action.

8. Outline three principles of teamwork.

1.Strengths – a team works best when the strengths of individuals are combined.

2.Alignment – the strengths of individuals and the support of colleagues are directed
towards meaningful goals in the organization.

3.Results – the team Focuses on delivering results it has a clear performance focus.

9. Outline three characteristics of effective teams.

1.Skills in Communication- Members must have – and use – the needed leadership,
decision-making, trust-building, communication, and conflict-management skills.

2.Positive Interdependence- Members believe they are linked together; they cannot
succeed unless the other members of the group succeed (and vice versa).

3.Individual Accountability- The performance of each individual member is assessed

and the results given back to the group and the individual

10. Outline three benefits of effective team work.

1. Teamwork improves productivity and brings better business results.

2. Working in team’s boosts employee morale and motivation.
3. Teamwork encourages taking healthy risks.

11. Explain three roles that a team member may assume within a team.

1. leader to provide direction to the team, vision to the team, motivation to the team
and establishes ground rules for working with each other
2. The facilitator helps the team on how to achieve the objective and helps to make a
decision.

SITXHRM009 Lead and manage people

 3. The coach provides one-to-one support after training. If a team member has been
trained with something, the coach is someone who provides support after the
training.

12. Explain three attributes needed of team members.

1.Vision- The most effective teams are those that have a clear vision of success. Each
member of the team understands the overarching goals, his or her role in achieving
them, and how these goals support the company’s growth and mission

2.Collaboration- Collaborative teams maintain open lines of communication, and they

avoid competition between team members.

3.engaged- Engagement involves belief in the team’s purpose and goals. Every team
member is committed to helping the group meet its goals, and they will do whatever
it takes to see the team succeed

13. Explain two different ways that a team can be organised.

1.Regularly Communicate and Share information with your team

2.Monitor your team’s performance regularly

14. Outline three problems that can occur within a team.

1.Lack of Trust- Trust is crucial to teamwork, and it starts with people knowing each
other. Team members need to be acquainted, both professionally and personally,
particularly in projects where tensions will run high at some point. Otherwise,
members won’t understand each other, they won’t want to engage

2.Low engagement - Team engagement is crucial to business success. If engaged,

team members on a given project will be interested in what they do, committed to
the project mission, and willing to go the extra mile.

3.Conflict and tension- Conflict or a difference of opinion can be healthy and, if

carefully managed, can trigger useful debates. It can make people think differently,
expanding knowledge and insight; innovation can happen and results flourish

15. Explain how motivation assists in the management of individuals and teams at work.

SITXHRM009 Lead and manage people

 Motivation is important to a business and its employees. It helps an individual achieve
personal goals. A motivated individual will have greater job satisfaction, heightened
performance, and a willingness to succeed. This is enjoyed by the wider team and the
overall organization. Motivated people are highly adaptable, particularly when it comes
to change, and they have a positive attitude at work. They help to spread an
organization's good reputation, reduce rates of absenteeism, and improve performance
and profit. Employee motivation is key to an organization's success. It's the level of
commitment, drive, and energy that a company's workers bring to the role every day.
Without it, companies experience reduced productivity, lower levels of output and it's
likely that the company will fall short of reaching important goals too.

16. Identify two theories of motivation and how this applies to managing individuals and teams.

Maslow’s Hierarchy of Needs:

Maslow’s theory is explained relies on the fact that people want to increase what they
want to achieve in life and their needs are prioritized according to their importance.
Deriving from the hierarchy of needs by Maslow, content theories of job satisfaction
revolve around employees’ needs and the factors that bring them a reasonable degree
of satisfaction. Based on the basic physical, biological, social, and psychological needs
of human beings, Maslow came up with a five-stage theory that places the needs of the
individual in different categories and prioritizes their attainment. These categories, in
order of decreasing priority, are:
 physiological needs (food, shelter, clothing);
 safety and security needs (physical protection);
 social needs (association with others);

 esteem needs (receiving acknowledgment from others); and

 self-actualization needs (the desire for accomplishment or to leave behind a
legacy).

Herzberg’s Two-Factor Theory/Motivator-Hygiene:

Herzberg’s Two-factor theory, also known as Motivator-Hygiene, emanated from a
study conducted among accounts and engineers to determine what makes an individual
feel good or bad about their job. Herzberg identified institutional politics, the
management approach,
supervision, pay, relationships at work, and working conditions as factors that may
demoralize employees. The Two-factor theory has however drawn its share of critics
point out that it fails to distinguish between physical and psychological aspects and to
precisely explain what motivators are and how they differ from hygiene factors

17. Explain how group dynamics can impact on successful team management.

People often behave differently in groups than they do as individuals. When you
maintain a work team of individuals dedicated to a particular job, group dynamics

SITXHRM009 Lead and manage people

 become a force in your projects. Often these interactions are profitable as they produce
greater creativity, better problem solving, and more energy. poor group dynamics can
be disruptive for successful decision making and work outcomes. Group dynamics
matter because they impact things like creativity, productivity, and effectiveness.

18. Describe how each of the following recognition and rewards can assist with effective
leadership of staff.
a) acknowledging individual good performance to the whole team

When your employees perform well by furthering the mission of your small business,
you should acknowledge them. Their performance improves your bottom line as you
gain repeat customers or more accounts from existing clients. Acknowledgment gives
employees incentive to continue to meet this high bar.

b) incentive initiatives

Recognizing your workers for a job well done will make them feel appreciated and
encourage them to continue increasing their productivity. When deciding how to
reward efficient employees, make sure you take into account their individual needs or
preferences by giving incentives by offering incentives.

c) informal acknowledgement

Informal rewards focus on spontaneous, sincere, and personal appreciation of

employee efforts. These types of rewards successfully recognize employees, while
generally requiring very little or no funding to implement and maintain.

d) presenting awards

Presenting awards like Employee of the Month, Quarter or Year, Top Performers,
Team Player it is important to consider how valuable this kind of recognition can be.

e) written reports to management

Writing reports to management for the appreciating and praising team by writing
letters for hard work, Appreciation letter sample for good work, Appreciation letter
format for sales performance, Appreciation mail for volunteering.

SITXHRM009 Lead and manage people

19. Outline two types of organisational plans and the steps needed to plan each.

Strategic Planning: A strategic plan is the company’s big picture. It defines the
company’s goals for a set period, whether that’s one year or ten, and ensures that those
goals align with the company’s mission, vision, and values. Strategic planning usually
involves top managers, although some smaller companies choose to bring all of their
employees along when defining their mission, vision, and values.
1. Determine your strategic position.
2. Prioritize your objectives.
3. Develop a strategic plan.
4. Execute and manage your plan.
5. Review and revise the plan
Operational plans: Encompass what needs to happen continually, on a day-to-day basis,
to execute tactical plans. Operational plans could include work schedules, policies, rules,
or regulations that set standards for employees, as well as specific task assignments that
relate to goals within the tactical strategy, such as a protocol for documenting and
addressing work absences.

1. Determine your strategic position.

2. Prioritize your objectives.
3. Develop a strategic plan.
4. Execute and manage your plan.
5. Review and revise the plan.

SITXHRM009 Lead and manage people

Assessment Task 1: Checklist
Student’s name: Muhammad Zain Naimet

Did the student provide a Completed

sufficient and clear answer successfully?
that addresses the
suggested answer for the
Yes No
following? Comments

Question 1

Question 2a

Question 2b

Question 2c

Question 2d

Question 2e

Question 2f

Question 2g

Question 2h

Question 3a

Question 3b

Question 3c

Question 3d

Question 3e

Question 4a

Question 4b

Question 4c

Question 4d

Question 4e

Question 5a

SITXHRM009 Lead and manage people

 Question 5b

Question 5c

Question 6

Question 7

Question 8

Question 9

Question 10

Question 11

Question 12

Question 13

Question 14

Question 15

Question 16

Question 17

Question 18a

Question 18b

Question 18c

Question 18d

Question 18e

Question 19

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

SITXHRM009 Lead and manage people

Assessment Task 2: Team planning
meeting
Information for students

Tasks required for this unit

This unit of competency requires that you:
 lead and manage individual or team performance including at least four of the following
leadership and management roles:

o decision making o provision of feedback

o delegation of tasks o motivation through recognition and

rewards
o information provision
o planning and organising
o monitoring performance

 seek and respond to feedback from team members on at least two occasions, in line with
organisational goals and policies in the following areas:

o allocation or performance of work o effectiveness of communication

within team, between other teams or
o efficiency or deficiency in workplace
within organisation.
practices

Instructions for how you will complete these requirements are included below.

SITXHRM009 Lead and manage people

Activities
Complete the following activities.

Carefully read the following information.

You are the manager of a busy café within the Blue Healer Hotel and Spa. Apart
from you and the owner, there is a full-time chef named Navneet, two sou chefs,
two part-time kitchen porters and casual wait staff employed. The casual wait staff
are from the local area and are mostly university students or high school students
working part-time shifts. The team is tight knit and work well together. The casual
wait staff visit the café socially sometimes and the culture is one of sharing and
helping each other out when needed.
The café’s vision is to be the most popular café within the local region renowned for
its amazing local food and service and vibrant atmosphere.
Its mission is to grow the café and its popularity by strong leadership, sound
communication and the provision of a clear strategic direction that ensures it’s a
great place for staff to work; it provides food and beverages that the public wants
with a focus on local produce and sustainable practices; and it becomes known for
its vibe and atmosphere.
Values listed in its Strategic Plan include:
 Operating with trust and integrity with each other, as well as with employees
and the community.
 Customer focus through appreciation of interests and passion for food that is
local, healthy and delicious and sustainably sourced.
 Camaraderie through recognising the superior strength and efficiencies of
good team work
 Innovation through best practice and change
 Openness and transparency in communicating with our employees, customers
and the broader community.
The organisation has adopted three key strategic goals is to improve local interest
in the community and not just rely on the hotel guests for revenue, specifically to:
 increase local traffic by 25% in the new upcoming financial year
 develop and implement a “specials or loyalty” program to use as the basis of
weekly advertising in the local area
 provide entertainment to encourage people to stay longer.
A key approach to achieve these will be to establish relationships with local talent to
provide entertainment and increase advertising locally.
The owner has asked you to develop a team work plan that will include a range of
tasks and activities that the café’s staff can carry out over the next twelve months to
achieve the key strategic goals and objectives.

In order to develop a plan that will be enthusiastically adopted by the team, you are

SITXHRM009 Lead and manage people

 to conduct a meeting with the staff to inform them of the new key goals, and to
workshop innovative ideas they may have that could help the business achieve
them. With the participation of the staff, you are to translate their ideas into actions
that they will then carry out.

What do I need to demonstrate?

During this task, you will be required to demonstrate a range of the skills and
knowledge that you have developed during your course. These include:
 Model high standards of performance and behaviour by:
o acting as a positive role model

o showing support and commitment to organisational goals

o interacting with team members in a positive and professional manner.

 Develop team commitment and cooperation by:

o communicate short, medium, and long-term plans and objectives
consistent with organisational goals
o consult with the team in regard to plans and objectives

o communicate expectations, roles, and responsibilities of team members

o encourage team members to take responsibility for own work

o model and encourage open and supportive communication within the

team
o seek and share information from the wider business environment with the
team
o represent team interests in the wider business environment

o seek feedback from team members and implement changes within the
bounds of organisational goals and policies.

How will I provide evidence?

Your assessor will provide you with templates to complete each task. You will find
some detailed information about providing evidence; this will include;
 an email asking for details of the meeting
 an email with details of the meeting.
You will need to complete each activity and submit the required task at the end of
each step completed.

Tips for completing your activities

 Read through this assessment and each task before you get started and make
sure you understand what you need to do. If you are unsure, speak to your
assessor and/or supervisor.
 Stay up to date!

SITXHRM009 Lead and manage people

  Stay in touch with your assessor. Ask questions, raise issues, check in,
communicate.
Most importantly, ask for help if you are having trouble!

1. Prepare for a meeting with the team.

The meeting will provide an opportunity for all the café’s employees to contribute to
the next stage of the business’s development. You will be collecting ideas about
how the team can fulfil the business’s objectives.
You are expected to encourage all team members to be innovative and be
constructive in their participation. Keep in mind that this unit’s focus is on teams
working in an effective way, and you are being assessed on your ability to
encourage and support your colleagues to do this.
Review the case study information and write some notes on your plans for the
meeting.
You will know the other meeting participants, so structure the meeting in a way that
is appropriate for these people (your classmates). Use appropriate language and
social references, too.
Write a statement of what the team’s purpose and long-term objectives are, to take
to the meeting with you. This will be just your starting point, though, as these will
have to be discussed and accepted by all the meeting’s participants.
As well as leading the meeting, you will be taking notes, and writing up a report
afterwards. Review the Team Work Plan Template to order the information you
receive at the meeting. How do you want to document the meeting’s proceedings?
With a white board, computer and projector, or butcher’s paper?

Notes will be taken on butcher’s notes

Team’s purpose is to find out ways to develop our business.

2. Write an email to the owner (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should summarise the preparations you have made in activity 1 and set out what
you hope to achieve at the meeting.
The text of the email should ask for the date, time, and place of the meeting.

SITXHRM009 Lead and manage people

 To: Owner
Subject: About upcoming Meeting
Hello,
I hope this email finds you well. I am writing this email to you to inform you that I
have made the necessary preparations for the meeting. I am positive that this meeting
will bring out best results which will help us in the long run.
Please let me know the date, time and venue for the meeting that works for you.
Regards.
Muhammad Zain Naimet

3. Write an email to your team members (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite and warm) style.
The email’s text should list the café’s three key strategic goals and invite the
recipient to a meeting to discuss how the team can achieve these, in particular
activities that can be conducted to assist in achieving these goals.
It should summarise the goals of the meeting and its importance and encourage the
team members to start thinking of activities appropriate for meeting the team’s
goals, and to bring these to the meeting.
Include the date, time, and place of the meeting in the email.

To: Team member

Subject: Meeting

Hello,
I hope this email finds you well. I am writing this email to you to inform you are
requested to take part in our strategic meeting in which we will be discussing ideas,
goals and objectives to improve and develop our business. I am positive that this
meeting will bring out best results which will help us in the long run.
Meeting will be held on 21st of May, at 12PM sharp in Conference Hall B – 2nd floor.
Regards
Muhammad Zain Naimet

4. Prepare the room for the meeting.

SITXHRM009 Lead and manage people

 Check that there is enough seating for all meeting participants. Every participant
should be able to see the whiteboard, and the seating should be arranged to
encourage a group discussion.
Ensure that all of the physical elements are functioning correctly before the meeting
begins.

All Preparations done.

5. Conduct the meeting.

Begin the meeting by welcoming the participants and giving a summary of the
organisation’s goals and objectives, and how encouraging innovation in the
workplace can support these.
Your next step is to establish, and document, the team’s purpose and long-term
objectives and how these support the business’s goals and objectives.
You are being asked here to role-play a Team Leader, leading colleagues in
thinking up new ways of doing things, but you are also a student, asking your
student colleagues for new ideas and how they can be translated into actions. Your
team members will all most probably have a favourite café. Bring this out at the
meeting, getting them to look at their own motivations as to what they enjoy, and
look at how this could be used to motivate others, as well as their experiences of
events (music or social activities) that assisted in increasing interest and support of
their favourite eatery.
Also, be aware that the other students at the meeting will be conducting a meeting
on the same topic within a short time of you conducting yours. So, try to establish
your own meeting leadership style. It should be uniquely yours, and effective. Be
conscious that you will be modelling effective meeting leadership throughout the
meeting. You should consciously behave as a role model for your colleagues,
behaving in a way that encourages team excellence.
Even though you may think that you know what the business should do, being a
leader in this meeting means that you are responsible for engaging and motivating
the other meeting participants, leading them in collaboration. Not leading them by
telling them what to do.
When you have conducted the preliminaries, open the meeting up to ideas that the
participants have brought with them. Document the brainstorm on the whiteboard.
Discuss (and record) the ideas the participants give, asking the others for input,
looking at it practically, working out what preparation would be necessary, material,
personnel, whatever is relevant to carrying the idea to realisation.
While encouraging the team members to find and develop ideas, you are expected
to display the following leadership skills:
 Act as a positive role model through your performance.
 Show support for, and commitment to, the business’s strategic goals.
 Interacting with team members in a positive and professional manner.

SITXHRM009 Lead and manage people

  Encourage the team members to take responsibility for their own work.
 Encourage the team members to develop innovative approaches to their work.
 Model and encourage open and supportive communication within the team.
 Share information from the wider business environment with the team as
appropriate for the situation.
 Motivate the team members to achieve optimum performance.
During the meeting, you are required to demonstrate effective communication skills
including:
 speaking clearly and concisely
 using non-verbal communication to assist with understanding
 asking questions to identify required information
 responding to questions as required
 using active listening techniques to confirm understanding.
As you come to the meeting’s conclusion:
 summarise the ideas and activities to have come out of the meeting.
 the summary should verify the teams, and each team member’s, expectations,
roles and responsibilities.
 tell the participants that you will lead and support them in meeting the
outcomes.
Finish the meeting by thanking the participants and telling them that you will collate
the ideas that they have shared and the activities that they have selected to
undertake into a Team Work Plan, with each person’s roles and responsibilities
clearly set out. Tell the participants when they can expect to have the plan. Give
yourself a realistic but challenging time frame for this.

Meeting
Meeting time: 12PM
Meeting Date: 20/9/2024
Meeting venue: Conference Hall A
Agenda: to contribute to the next stage of the business’s development.
Good morning, everyone!
I'd like to welcome you all to this meeting. Today, we're going to discuss how we can
encourage innovation in our workplace and how it aligns with our organization's goals and
objectives.
As you know, our organization strives for continuous growth and success, and one way to
achieve that is by fostering a culture of innovation. By encouraging new ideas and creative

SITXHRM009 Lead and manage people

thinking, we can find better ways of doing things, improve our processes, and ultimately
contribute to the overall success of our organization.
Now, let's establish our team's purpose and long-term objectives. These objectives should
directly support our business's goals and objectives. I encourage each of you to share your
thoughts on what you believe our team's purpose should be and how it relates to our
organization's goals. Before we delve into our team's purpose and objectives, let's take a
moment to explore our individual motivations. We all have our favourite cafés, right? I
want you to think about what you enjoy about those cafés and how those experiences can
be used to motivate others. Additionally, consider any events or activities you've attended
that increased your interest and support for your favourite eatery. This will help us
understand the power of motivation and engagement.
Thank you for sharing your thoughts on motivations and experiences. Now, let's move on
to generating ideas for innovative approaches in our work. I encourage each of you to share
any ideas you have, no matter how big or small. I will document them on the whiteboard,
and we'll discuss each idea to understand its potential and the preparation required to bring
it to fruition.
Thank you all for your valuable ideas. Let's go through each suggestion and discuss it
further. I invite everyone to provide input, consider practical aspects, and identify the
necessary preparation, materials, personnel, or any other relevant factors to implement
each idea effectively. I'm really impressed by the creativity and enthusiasm in this room.
Keep up the great work, everyone! Could you please clarify how this idea would fit within
our current processes?
As we conclude the meeting, let me summarize the ideas and activities that have emerged.
We have a comprehensive list of innovative ideas that we can explore further. Each team
member's expectations, roles, and responsibilities will be reflected in our Team Work Plan,
which I will develop based on our discussion today. I assure you all that I will lead and
support you in meeting the outcomes we've defined.
I want to thank each of you for your valuable contributions today. Your ideas and
enthusiasm will undoubtedly propel us toward success. I will collate all the ideas and
activities discussed today into a Team Work Plan, and you can expect to receive it within
the next three days. Together, we will create an environment that fosters innovation and
drives our organization forward.
Thank you all once again, and have a productive day!

SITXHRM009 Lead and manage people

Assessment Task 2: Checklist
Student’s name: Muhammad Zain Naimet

Completed
successfully?

Has the following been completed? Yes No Comments

The student has satisfactorily acted as a

positive role model to the team members
through their performance at the
meeting.

The student has satisfactorily shown

support for, and commitment to, the
strategic goals.

The student has satisfactorily interacted

with team members in a positive and
professional manner.

The student has satisfactorily clearly

communicated the business’s short,
medium and long-term plans and
objectives with the team.

The student has satisfactorily verified

each team members’ expectations, roles
and responsibilities.

The student has satisfactorily

encouraged the team members to take
responsibility for own work.

The student has satisfactorily

encouraged the team members to
develop innovative approaches to their
work.

The student has satisfactorily modelled

and encouraged open and supportive
communication within the team.

The student has satisfactorily sought and

shared information from the wider
business environment with the team.

SITXHRM009 Lead and manage people

 The student has satisfactorily sought
feedback from the team members.

The student has satisfactorily motivated

the team members to achieve optimum
performance.

During the meeting, the student has

satisfactorily demonstrated effective
communication skills including:
 speaking clearly and concisely
 using non-verbal communication to
assist with understanding
 asking questions to identify required
information
 responding to questions as required
 using active listening techniques to
confirm understanding.

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

SITXHRM009 Lead and manage people

Assessment Task 3: Team work plan
project
Information for students

Tasks required for this unit

This unit of competency requires that you:
 lead and manage individual or team performance including at least four of the following
leadership and management roles:

o decision making o provision of feedback

o delegation of tasks o motivation through recognition and

rewards
o information provision
o planning and organising
o monitoring performance

 seek and respond to feedback from team members on at least two occasions, in line with
organisational goals and policies in the following areas:

o allocation or performance of work o effectiveness of communication

within team, between other teams or
o efficiency or deficiency in workplace
within organisation.
practices

Instructions for how you will complete these requirements are included below.

SITXHRM009 Lead and manage people

Activities
Complete the following activities.

Carefully read the following information.

Now you are required to use the information provided during Task 2 to create a
Work Plan.

What do I need to demonstrate?

During this task, you will be required to demonstrate a range of the skills and
knowledge that you have developed during your course. These include:
 Manage team performance through:
o delegating tasks and responsibilities

o identifying barriers to delegation, and implementing processes to

overcome the identified barriers
o evaluating team member skills and provide opportunities for individual
development
o monitoring team performance to ensure progress towards the
achievement of set goals
o providing mentoring and coaching to support team members

o motivating individuals and teams to achieve optimum performance

How will I provide evidence?

Your assessor will provide you with templates to complete each task. You will find
some detailed information about providing evidence; this will include;
 an email with draft Team Work Plan attached
 an email with revised Team Work Plan attached.
You will need to complete each activity and submit the required task at the end of
each step completed.

Tips for completing your activities

 Read through this assessment and each task before you get started and make
sure you understand what you need to do. If you are unsure, speak to your
assessor and/or supervisor.
 Stay up to date!
 Stay in touch with your assessor. Ask questions, raise issues, check in,
communicate.
Most importantly, ask for help if you are having trouble!

SITXHRM009 Lead and manage people

1. Develop a Team Work Plan.

Collate the notes that you took during the meeting, adding any points that you may
have missed during the meeting. Where you find that some information is missing,
use analytical thinking techniques to generate possible solutions, not forgetting that
you can seek input from others as required
Use the Team Work Plan Template to list and describe activities that were brought
up during the meeting, following each idea through its goals, timeframe, and who is
responsible for individual tasks.
Ensure that a team member is clearly responsible for each task, and that specific
productivity measures are allocated as outcomes for each idea. Each team
member’s responsibilities should be collated so each has a clear understanding of
what is expected of them and when.
Save this document as Draft Team Work Plan.

Team Work Plan

Team Leader
Muhammad Zain Naimet

Date of planning discussion

22/09/2024

Date of review
12 months

Plan
Idea Goals Preparation Objective Responsible Outcomes Timeframe

Social mediaIncrease Create a Increase Manager Increase in 1 week

promotion onlocal Facebook traffic/increase number of
Facebook andtraffic by page and revenue/increas customer
25% in Instagram e popularity
Instagram the new page
upcoming
financial Allocate manager Increase the 1 month
year budget revenue

Assign manager Make the 2 week

responsibility cafe more
to the popular
manager

SITXHRM009 Lead and manage people

 Idea Goals Preparation Objective Responsible Outcomes Timeframe

Loyalty develop Loyalty card Attract more Head chef The regular 2 months
program- and for free coffee custom to customer has
Free implement and discount. become our increase 25%
coffee/ a “specials regular then before
20% off or loyalty” customer
for program to
regular use as the Promote for Gain more Soup chef The students 2 month
customer/ basis of student market student customer has
30% off weekly customers to increase 20%
for advertisin promote more than
student g in the cafe in the before
local area student
market.

Menu Change the Head chef Menu is 1 month

changing previous change to a
menu to a more popular
more menu now
popular
menu.

Idea Goals Preparation Objective Responsible Outcomes Timeframe

Introduce provide Contact with Contact owner Now every 2 weeks

local bands entertainment local bands. with the weekend they
to perform to encourage music band will perform in
every people to stay and hire our cafe
weekends. longer. them
perform in
our cafe

Decorate the Decorate Wait staff Now our cafe 2 weeks

cafe the cafe are look
and make better than
the cafe before
look better
than before

Organize the Organize Kitchen Next to the 1 week

space for some porters front door has
bands to space for now ready to
perform the bands let the bands
to Let them to perform1
display
their
equipment
and props

SITXHRM009 Lead and manage people

Team members’ roles and responsibilities

Activity Responsibilities Specific Outcomes Timeframe

Goals

Owner Owner ensure goals Profit profit 1 years

activity is to evaluation maximization
provide
organization
goals to
managers

social media Create social media promote the Create the 1 week
account account cafe social media
account
successfully

Manager Supervise Post 2 social media increase in Increase in 12 month

food ads every week customer customer 25%
preparation at least

Change Change the previous To attract Increase in 1 month

menu menu to new menu more customer 20%
customer at least
come to our
cafe.

Chef Gain more Promote our cafe in attract more Increase in 2 month
student student market and student student
customer provide discount to customer to customer 20%
student customer come our at least
cafe

Organize Organize space for attract the Now the 1 week

space bands to perform, customer customer are
put they equipment stay longer in stay longer
and props the cafe then before

Sous chefs Kitchen Kitchen porters are Make in time In time 12 month
porters responsible for delivery of delivery of
perform keeping track of all kitchen kitchen
activity to kitchen items. products products
manage
kitchen
items.

Decorate Decorate the cafe Attract more Increase in 2 week

cafe make the cafe more customer to customer 10%
has more dine in the at least
Atmosphere then

SITXHRM009 Lead and manage people

 before cafe

Kitchen Wait staff The wait staff is Ensure Encouraging Time in which
porters perform responsible to make customers more customer dine
activities to customers satisfied engagement customers to in.
serve with our services. visit our cafe
customers.

Owner ensure goals Profit profit 1 years

activity is to evaluation maximization
provide
organization
goals to
managers

Wait staff social media Create social media promote the Create the 1 week
account account cafe social media
account
successfully

Supervise Post 2 social media increase in Increase in 12 month

food ads every week customer customer 25%
preparation at least

2. Send an email to the business owner (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should summarise the project from the outset, including what was discussed at
the meeting, until the present time.
Describe the attached team work plan, including how it was generated and how it
will be monitored.
The email text should also ask if the owner wants any changes made to it before it
is sent out to the team members.
The email’s text should also ask for the owner’s authorisation to send the work plan
to the rest of the team and delegate the tasks according to the plan.
Attach your draft team work plan to the email.

SITXHRM009 Lead and manage people

To: Owner
Subject: Team Work Plan

Hello,
I hope this email finds you well. I am writing this email to you to convey the team work
plan to you for your assessment. It clearly discusses the goals, values and planning
procedures of teamwork.
PFA the said document.
Regards.
Muhammad Zain Naimet

3. Revise your Team Work Plan.

Update your work plan to reflect the feedback given to you by the owner.
Save this document as Revised Team Work Plan.

Revised Team Work Plan according to feedback given by the owner

A work plan is an important tool that helps a project to assign tasks, manage workflow
and track the various components and milestone deadlines. Implementing work plans
helps articulate strategies to employees in a way to improve team member focus and
drive.
Define Goals and objectives:
Without clear goals and objectives, team members blindly work on tasks without
purpose. The first thing a work plan does is to define the goals of the project and the
key objectives that the projects will achieve.
Establish Project Timelines:
An old business adage is ‘time is money”. When it comes to project management, this
adage holds true in developing work plans. The longer it takes to finish a project, the
more it costs in and materials. Chance is most of us simply accepting the deadline that
we are given. It’s important to consider it properly before agreeing to it.
Evaluate what’s required:
We need to understand exactly what the task involves. Business requirements analysis
and work breakdown structure to identify and map out what work needs to be done.
Allow for problems:

SITXHRM009 Lead and manage people

 Things don’t always go to plan, so it’s wise to think about potential problems. For
examples, how would equipment failure or an unexpectedly urgent and important
competing task affect our plans.
Plan Detail:
A good approach is often to break tasks down into small components and to create for
each one. The ability to see how we are progressing can be very motivating.
Techniques and activities to create effective solutions:
The problems that might occur for teams when it comes to communication, resolving
business- critical issues, or challenges around growth, design or development. Problem
solving activities are primarily designed.

4. Send an email to the owner and your team (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (professional but casual and warm) style.
It should give a short summary of the work plan and ask for their feedback.
Attach your Revised Team Work Plan to the email.

To: Owner
Subject: Team Work Plan

Hello,
I hope this email finds you well. I am writing this email to you to convey the team work
plan to you for your assessment. It clearly discusses the goals, values and planning
procedures of teamwork.
PFA the said document.
Regards.
Muhammad Zain Naimet

SITXHRM009 Lead and manage people

To: All team
Subject: Team Work Plan
Hello,
I hope this email finds you well. I am writing this email to you to convey the team work
plan to you for your assessment. It clearly discusses the goals, values and planning
procedures of teamwork.
PFA the said document.
Regards.
Muhammad Zain Naimet

5. Prepare to meet with Tristan.

Identify any barriers to Tristan taking on the tasks and responsibilities that you are
going to delegate to them and think through techniques or processes that you could
use to overcome them.
You will be required to provide mentoring and coaching to support Tristan. Make
sure that you understand the differences between mentoring and coaching to
ensure that you can provide both during the meeting.
You will also be required to evaluate the team member’s skills and provide
opportunities for their individual development. Think through how you can do this
during the meeting.

All Prepared for Meeting requirements

6. Meet with Tristan (your assessor).

This meeting will take place at your workstation.

The objective of the meeting is for you to coach and mentor Tristan in how to draft a
document in Microsoft Word and email it to you.
First speak to Tristan about the tasks that you intend to delegate to them.
You are required to implement the techniques or processes you have thought of to
overcome any barriers that Tristan presents to taking on the job.
When you have gained Tristan’s agreement, evaluate their computer skills by
asking them to open up their internet account and then create a new Word
document.
Demonstrate how to do this yourself, opening your internet account, creating a new
Word document, attach the document to an email and send it. Describe how emails

SITXHRM009 Lead and manage people

 can be sent to a number of people or a group – and that once you receive the email
you will access it and then copy the information into the social media platform.
Ask Tristan to demonstrate to you that they can do this. Coach them through the
process as necessary.
As part of the mentoring component of this activity, you are required to encourage a
trusted, ongoing relationship to form between you. To do this, you should
demonstrate effective communication skills including:
 speaking clearly and concisely
 using non-verbal communication to assist with understanding
 asking questions to identify required information
 responding to questions as required
 using active listening techniques to confirm understanding.
Before concluding the meeting, ensure that you gain Tristan’s commitment carrying
out the tasks that you have assigned him.

Coaching and Mentoring Meeting Script with Tristan

Me: "Hi Tristan, thanks for joining me today. I wanted to go over a simple process with
you, how to create a document in Microsoft Word and email it. This is something
you’ll be doing more frequently, so I’d like to make sure you’re comfortable with it.
Sound good?"
Tristan: "Yeah, that sounds good, but I’m not very familiar with Word or sending
attachments through email."
Me: "That’s perfectly fine! I’ll guide you step-by-step, and we’ll take it slow. First, let’s
get started by having you open your email account. Could you show me how you
usually do that?"
[Tristan opens the internet and logs into their email.]
Me: “Great! Now that you’ve got your email open, let’s move on to creating a Word
document. Do you know how to open Word?"
Tristan: “Not really. Can you show me?"
Me: "Sure thing! Watch me first. Here’s the Word icon, or you can type ‘Word’ in the
search bar here. Once it’s open, you click ‘New Document.’ Now, you can start
typing whatever content you want."
[You demonstrate by typing a few sentences.]
Me: "Once you’re done, click ‘File,’ then ‘Save As,’ and save it somewhere you’ll
remember, like your Desktop. Now let’s move on to sending it in an email. Open a
new message, and click this ‘Attach’ icon. Then you just find the file and attach it
like this."
Tristan: "Okay, I think I get it."
Me: "Perfect. Just remember, if you need to send it to multiple people, you can add their
emails in the ‘To’ field, or set up a group to send it to everyone at once. Let’s have
you try it now."

SITXHRM009 Lead and manage people

[Tristan opens Word, creates a new document, saves it, and starts composing an
email to send the document.]
Me: "Looking good! Just attach the document like I showed you. Nice job! Now go ahead
and send that email."
[Tristan sends the email.]
Me: "Well done, Tristan! You picked that up really quickly. How do you feel about it?"
Tristan: "I think I’m getting the hang of it. I just need to practice more."
Me: "Absolutely, practice makes perfect. I’m confident you’ll handle this smoothly. Can I
count on you to draft and email the next document when needed?"
Tristan: "Yeah, I’m good with that!"
Me: "Awesome! If you ever need help, don’t hesitate to ask. I’m always here to support
you."
[End of the meeting.]

SITXHRM009 Lead and manage people

Assessment Task 3: Checklist
Student’s name: Muhammad Zain Naimet

Completed
successfully?

Has the following been completed? Yes No Comments

The student has satisfactorily delegated

tasks and responsibilities.

The student has satisfactorily identified

barriers to delegation, and implemented
processes to overcome them.

The student has satisfactorily evaluated

the team member’s skills and provided
opportunities for their individual
development.

The student has satisfactorily provided

coaching to support Tristan.

The student has satisfactorily provided

mentoring for the person by encouraging
a trusting, ongoing relationship to form
by demonstrating effective
communication skills including:
 speaking clearly and concisely

 using non-verbal communication to

assist with understanding
 asking questions to identify required
information
 responding to questions as required
 using active listening techniques to
confirm understanding.

The student has satisfactorily motivated

individuals to achieve optimum
performance.

SITXHRM009 Lead and manage people

 Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

SITXHRM009 Lead and manage people

Assessment Task 4: Reward and
recognition project
Information for students

Tasks required for this unit

This unit of competency requires that you:
 lead and manage individual or team performance including at least four of the following
leadership and management roles:

o decision making o provision of feedback

o delegation of tasks o motivation through recognition and

rewards
o information provision
o planning and organising
o monitoring performance

 seek and respond to feedback from team members on at least two occasions, in line with
organisational goals and policies in the following areas:

o allocation or performance of work o effectiveness of communication

within team, between other teams or
o efficiency or deficiency in workplace
within organisation.
practices

Instructions for how you will complete these requirements are included below.

SITXHRM009 Lead and manage people

Activities
Complete the following activities.

Carefully read the following information.

After 12 months, data shows that your team has exceeded the percentage increase
in the number of new local support for the café, and you have decided to recognise
your team for their efforts.

In particular, one of the casual waitstaff, Maggie, took it upon themselves to

organise a fund-raising event for their grandparent’s care home and arranged the
planning and details of it under your direction and support. This resulted in a regular
morning tea outing for seniors and a whole new demographic of customers. You
should single her out for a personal reward.

What do I need to demonstrate?

During this task, you will be required to demonstrate a range of the skills and
knowledge that you have developed during your course. These include:
 providing recognition and rewards for team achievements.

How will I provide evidence?

Your assessor will provide you with templates to complete each task. You will find
some detailed information about providing evidence; this will include;
 an email requesting approval of a reward and recognition scheme
 an email giving details of the reward and recognition scheme
 an email giving details of the reward being given
You will need to complete each activity and submit the required tasks at the end of
each step completed.

Tips for completing your activities

 Read through this assessment and each task before you get started and make
sure you understand what you need to do. If you are unsure, speak to your
assessor and/or supervisor.
 Stay up to date!
 Stay in touch with your assessor. Ask questions, raise issues, check in,
communicate.
Most importantly, ask for help if you are having trouble!

SITXHRM009 Lead and manage people

1. Select reward and recognition schemes.

Using the Internet, research both informal and formal staff reward and recognition
schemes and make notes on what you find.
The following links will provide some examples.
http://smallbusiness.chron.com/examples-employee-recognition-programs-
10883.html
https://www.cultureamp.com/blog/20-employee-recognition-ideas-that-work/
Choose and develop at least five examples that would be appropriate for your team
in the case study.

5 examples for the case study.

1. Award for Wait employee for providing the idea for the opening of combos for the
weekends by given recognition awards by providing certificates.
2. A Wall of the frame for the full-time chef who showed his cooking skills by making
delicious cuisines.
3. Handwritten Note of appraisal for every wait-employee for their dedication and
providing services to the customers.
4. Team trophy for the team leader who motivated the staff continuously by providing
continuous motivation and appraisal.
5. An Office outing for all the members who build their skills and performed so well in long
term.

2. Send an email to the owner (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
The email text should give an evaluation of the team’s performance in terms of the
achievement of their goals.
It should introduce and summarise the reward and recognition schemes that you
have identified and seek their feedback and approval to move forward with the
project.
Indicate which of the schemes you think would be most appropriate for the team as
per the scenario and why.
You will be assessed on whether your email addresses the required content as
described, as well as the clarity of your email.
The owner will reply to your email with authority to implement one of the schemes
that you have selected.

SITXHRM009 Lead and manage people

From: Team Manager
to: Owner
Date: 10.09.24

Subject: Reward and recognition

Dear Owner,
This mail is in regards to the achievement of the team goals by the team members who
worked hard and performed very well for achieving the goals. I picked rewards and
recognition schemes for the employees by giving them certificates for their performances
and decided to give awards based on their productivity for motivating them.
Every employee at the cafe contributed their best for achieving the goals and they need
recognition for providing well for future. So appreciating them I writing handwritten letters
and an office outing for motivating them and make them feel satisfied would be a good
suggestion.
One of the employee Maggie also organizes a fund-raising event for their grandparent’s care
home and arranged the planning and details of it under your direction and support.

This resulted in a regular morning tea outing for seniors and a whole new demographic of
customers, she deserves a personal reward.

I request you to select an Award and Recognition scheme for the Employee I look forward
to hearing your reply.
Regards

Team Leader

3. Send an email to the team (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite and warm) style.
It should thank them for their efforts in achieving the strategic goals and give the
details of the reward and recognition scheme that you are introducing.
The email should mention Maggie’s efforts and state that she will be the first
recipient of a personal reward.

To: Team
Subject: Acknowledgement of Effort

Dear All,
Hope you are all well. I would like to thank you all for your great effort to achieve our goals

SITXHRM009 Lead and manage people

with increasing football players in our association. So, for this, I would like to introduce
you with the reward and recognition scheme for your great performance.
I would like to introduce formal recognition scheme which is providing gift voucher to the
best employee. I think it would fit for the Football South East Coast team for your good
work. As our team are working hard to provide satisfactory service to our consumer and
also the players continuously, so, by arranging gift vouchers to the best employee will help
to motivate you all to work with more effort. For the informal recognition schemes.,
I would like to introduce saying “thank you” in person or appreciate him or her for good
performance. As the employee of our association, through the good performance, you will
feel more motivated if we appreciate you in front of all team members and top management.
Again, I want to appreciate you all for your good work and eagerly waiting for your next
performances for the next year.
Thanks to you all.
Best regards,

4. Send an email to Maggie (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite and warm) style.
It should thank her for her efforts and her innovative approach to achieving the
strategic goals. Give her the details of the reward that you are awarding her.

To: Maggie

Subject: Acknowledgement of Effort

Dear Maggie,

I hope this email finds you well. I am writing this email to you to thank you for the hard
work you have put in everything. You will be rewarded with a bonus for all your efforts.
Again, I want to appreciate you for your good work and eagerly waiting for your next
performances for the next year.

Thanks to you.
Best regards,
•

SITXHRM009 Lead and manage people

Assessment Task 4: Checklist
Student’s name: Muhammad Zain Naimet

Completed
successfully?

Has the following been completed? Yes No Comments

The student has satisfactorily identified

and rewarded individual and team efforts
and contributions.

The student has satisfactorily

represented team interests in the wider
organisational environment.

The student has satisfactorily monitored

the team’s performance to ensure that
progress has been made towards the
achievement of business goals.

The student has satisfactorily provided

recognition and rewards for the team’s
achievements.

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

SITXHRM009 Lead and manage people

Final results record
Student name: Muhammad Zain Naimet

Assessor name:

Date:

Unit name: SITXHRM009 Lead and manage people

Qualification name:

Final assessment results

Result

Task Type Satisfactory Unsatisfactory Did not submit

Assessment Task 1 Knowledge Questions S U DNS

Assessment Task 2 Team planning meeting S U DNS

Assessment Task 3 Team work plan project S U DNS

Reward and recognition

Assessment Task 4 S U DNS
project

Overall unit results C NYC

Feedback

 My performance in this unit has been discussed and explained to me.

 I would like to appeal this assessment decision.

Student signature: _________________________________________ Date: _________________

 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor signature: _______________________________________ Date: _________________

SITXHRM009 Lead and manage people