Assessment Task 1
| Assessment Details | ||||||
| Qualification code | SIT50416 | Qualification Name | Diploma of Hospitality Management | |||
| Unit Code | BSBWOR203 | Unit Name | Work Effectively with Others | Assessment Type | Role-Play | |
| Student ID | Student Name |
| Instructions to the Candidates |
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Pre-Requirement for this task: Student must review · Lesson materials provided in class · Examples used in lessons. Instructions to Students: · Please complete assessment task within the time frame given · You must attempt all the requirements that are addressed within this assessment task. · Copying or any kind of cheating is absolutely not permitted, if someone is found cheating or copying, will be debarred from the assessment and a disciplinary proceeding would begin. · This assessment covers the following Performance Criteria PC’s Covered: 1.1, 1.2, 1.3, 2.1, 2.2, 2.3, 2.4, 3.1, 3.2, 3.3, and 3.4. |
Assessment Description
This unit describes the skills and knowledge required to work cooperatively with others and deal effectively with issues, problems and conflict.
This assessment requires you to participate in four role-play scenarios.
Assessment Instructions
- The assessment must be written using an industry standard software package such as Microsoft Word, Excel, PowerPoint, etc.
- All assessment must be submitted as PDF files on Moodle
- Students must address all the items under each task
- Students are required to complete the taskand submit the following task upon completion:
- Role-play Script
TASK
You are required to participate in four role-plays using each of the scenarios below. Use the five-step conflict resolution procedure to deal with the issues, problems or conflict you have chosen.
ROLE PLAY SCRIPT – 5 Step Conflict Resolution
| Role-Play Scenario | Team Member | ||
| Opening | |||
| Discuss and define the problem | |||
| Confirm the problem | |||
| Brainstorm solutions | |||
| Agree and take action | |||
| Follow up on outcomes | |||
| Closing | |||
ROLE PLAY SCRIPT – “Sandwich” Feedback Method
| Role-Play Scenario | Team Member | ||
| Opening | |||
| Compliment | |||
| Give feedback | |||
| Give suggestion for improvement | |||
| Encourage | |||
| Follow up on outcomes | |||
| Closing | |||
ROLE PLAY SCRIPT – Linguistic Differences
| Role-Play Scenario | Team Member | ||
| Opening | |||
| Respect linguistic and cultural differences in communication style. | |||
| Discuss and define the problem | |||
| Give suggestion for improvement | |||
| Encourage | |||
| Follow up on outcomes | |||
| Closing | |||
ROLE PLAY SCRIPT – Respecting Differences
| Role-Play Scenario | Team Member | ||
| Opening | |||
| Discuss and define the problem | |||
| Give feedback | |||
| Give suggestion for improvement | |||
| Outline the organisational standards and policies and procedures. EEO | |||
| Follow up on outcomes | |||
| Closing | |||
Role-Play 1 – Giving and Receiving Feedback
Person A – Encourage/ask a work group member for feedback on a specific procedure or task you perform in the workplace.
Person B – Provide constructive feedback and encouragement in a ‘feedback sandwich’.
Person A – Receive and acknowledge the feedback.
Person B – Confirm the accuracy of the acknowledgement.
Person A – Agree to take action – asking for any advice necessary.
Role-Play 2 – Responding Appropriately to Linguistic Differences
A member of your work group speaks English as a second language with a very heavy accent.
Linguistic differences between them and other team members are keeping them from understanding one of your work procedures. Respond appropriately to this situation.
Role-Play 3 – Respecting Differences
A member of your work group approaches you for advice. Another team member has told him he should remove his turban at work because it doesn’t suit the image of the organisation and that he’ll lose his job if he doesn’t comply.
Respond in a way that respects his personal values and beliefs and adheres to anti-discrimination legislation.
Role-Play 4 – Identifying and Resolving Problems and Conflicts
You are a supervisor in front of house hospitality operations and your staff is having conflict with the kitchen staffs due to food ordering problems (e.g. incorrect order, unreadable docket, missing orders, etc.).
