SITXHRM009

Lead and Manage People

Assessment Task 3 -
Observations

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Assessment Tasks and Instructions

Student Name
Student Number
Course and Code
Unit(s) of Competency and Code(s) SITXHRM009 Lead and manage people
Stream/Cluster
Trainer/Assessor

Assessment for this Unit of Competency/Cluster Details

Assessment 1 Short Answers
Assessment 2 Project
Assessment 3 Practical observation & Report
Assessment conducted in this instance: Assessment 1 2 3

Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required

Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:

Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date

2nd Assessor to complete

I agree the adjustments applied to this assessment are reasonable
Name

Signature Date

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Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your ability to complete tasks outlined in elements and
performance criteria of this unit in the context of the job role, and:

 monitor individual or team performance demonstrating at least four of the following leadership and
management roles:
o decision making
o delegation of tasks
o information provision
o provision of feedback
o motivation through recognition and rewards
o planning and organising
 seek and respond to feedback from team members during the above service periods, 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 within organisation
o efficiency or deficiency in workplace practices.
Place/Location where assessment will be conducted
RTO to complete

Resource Requirements
Refer to the Assessment conditions attached to the Futura Group Mapping Document located in the teacher
support tools folder or the “Assessment Conditions” for this unit in the SIT 1.0 Training Package.

Instructions for assessment including WHS requirements

1. You are required to wear a complete uniform applicable to your area of training or as instructed
2. Your personal presentation must reflect the standards typically expected and acceptable in the
tourism, hospitality and events industry.
3. The observation consists of 3 parts:

 Part A Planning monitoring

 Part B The monitoring process/Observation
 Part C Evaluating monitoring processes

4. Part A – Prior to the observation. Planning

Select 4 different activities relevant to your job role or workplace activities with your trainer from
the list below. You will need to develop a plan for the situation(s) where you undertake monitoring
as detailed in Part A of this assessment below.

 decision making
 delegation of tasks
 information provision
 provision of feedback

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  motivation through recognition and rewards
 planning and organising

5. Part B – Observation – You will be observed completing the 4 different monitoring activities you
selected in Part A.

6. Part C – Post monitoring/observation. Evaluating the monitoring processes

Part C requires you to evaluate the workplace practices, the effectiveness of communication, task
allocation and delegation, and the feedback provisions that were employed during the monitoring
instances. As part of continuous improvement and critical self reflection, for each deficiency
identified, a realistic improvement needs to be provided which can be implemented for future
service instances.

The observation criteria in each Part of this assessment below provide a guideline for criteria relevant for
each task.

Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were
explained to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Date: / /201

This assessment: Extension – Date: / /

First Attempt 2nd Attempt 3nd Attempt
Part A Satisfactory Not Yet Satisfactory
RESULT OF
Part B Satisfactory Not Yet Satisfactory
ASSESSMENT
Part C Satisfactory Not Yet Satisfactory
Feedback to Student:

Assessor(s)
Date: / /
Signature(s):
Student Signature Date: / /

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Assessment 3

Service Instances – Details

You will be observed monitoring individual or team performance demonstrating at least 4 of the following
leadership and management roles: (Select 4)

decision making
delegation of tasks
information provision
provision of feedback
motivation through recognition and rewards
planning and organising

The selected roles may be observed individually on several occasions or during e.g. preparation and service
for a
function, organising or holding an event or similar where a complete operational cycle can be observed.

Instance Date Duration from ... to... Leadership role observed

Instance 1:

Instance 2:

Instance 3:

Instance 4:

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Part A – Planning monitoring

1. Once you have selected the activities with your trainer, you will need to develop a plan for the
situation(s) where you undertake monitoring including:

A. An overview of the activities typically undertaken by the team in the workplace or simulated
training environment

B. A description of the team

C. The job roles and duties undertaken by each team member

D. How the tasks to be completed during the instance(s) will be planned, organised and
allocated, and communicated to each team member or the team as a group

E. Provisions for decision making and delegation of tasks

F. The documentation you will use to assist you to inform staff (e.g. booking information,
menus, schedules etc.)

G. The provisions for monitoring

H. The provisions for de-briefing staff at the end of the service instance(s)

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 Part A – Planning monitoring S NYS Comments

Provides an overview of the activities undertaken in the

workplace/ department
Provides an overview of the team characteristics
The individual job roles for each team member are provided
The tasks typically performed in each job role are provided
A description of how tasks are planned for the monitoring
instance is provided
A description of how task requirements are organised for the
monitoring instance is provided
A description of how tasks are allocated and communicated to
staff for the monitoring instance is provided
The planned task allocation is suitable to the individual job roles
and task typically performed
The provisions for decision making processes are explained
The provisions for and principles of delegation processes are
outlined
The documentation which will be used for briefing, information of
staff to plan and undertake the service instance is explained
The key steps for monitoring are outlined relevant for the type of
tasks performed by the team and the monitoring instance.
The de-brief provisions and details are outlined

List additional criteria as relevant

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Part B – Observation
You will demonstrate your ability to carry out each of the 4 activities planned for in Part A. Using
your knowledge of leadership and management techniques, you will need to:
1. Plan and organise the activity (e.g. a meeting to provide workplace information)
2. Use appropriate decision making techniques
3. Delegate suitable tasks using the correct techniques
4. Collect and provide relevant feedback from and to staff
5. Use suitable motivation techniques

Criteria 1.Instance 2.Instance 3.Instance 4.Instance

S NYS S NYS S NYS S NYS Comments
Planning and Organising
Establishes rapport with the team
Communicates the requirements for the service instance
The individual roles and tasks are explained
The individual and team roles are allocated
Acts pro-actively during service periods and attends to problems
as these arise
The operation remains effective during the instance observed
Disruption to service or production is minimal
The instance is managed without impacts on customer service or
schedules
Interacts with team members in a positive manner
Encourage and promotes open communication
Conducts in a professional manner reflective of a supervisor in a
leading role

Decision Making
Involves the team in decision making processes relevant to tasks
and procedures:
1.
2.
3.
4.
Decisions are made collectively and agreed on
Valid concerns are considered and evaluated

Delegation of Tasks
Tasks for delegation are discussed:
1.
2.
3.
The individual capacity is considered for delegation of tasks
The potential barriers which may affect delegation or associated

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tasks are identified
Tasks are explained clearly
Delegation is implemented and followed up
Shortfalls or problems are identified
The reasons for performance issues are identified:
_________________________
Pro-active steps are taken to ensure the outcomes are achieved:
_________________________
Mentoring and coaching is used to help staff to achieve tasks
where possible

List additional criteria as relevant

Provisions of Feedback
Provides feedback and encouragement to staff where difficult or
new tasks are undertaken
Provides fee back on individual performance
Provides feedback on team performance
Feedback to staff is provided in a constructive manner
Student seeks feedback from individuals in the workplace
Student seeks feedback from the team
The feedback received is used to suggest changes for the
operation
Where feasible, suggested changes from feedback are
implemented into processes
Suggestions and improvements from the team are acknowledged
as “coming from the team”

Motivation through Recognition and Rewards

Motivates team members to achieve tasks through supportive
actions and constructive feedback
Recognises and uses praise for achievement of individuals and the
team overall
Uses rewards where applicable within realistic means and
constraints

List additional criteria as relevant

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Part C – Post monitoring/observation. Evaluating the monitoring processes

a. Provide an overview of the efficiency and/or deficiency of the workplace practices:

1. What worked well?
2. What did not work well and why?

b. How effective was the communication:

1. Between you and individual team members
2. Between you and team
3. Amongst the team

c. How effective was the allocation and delegation of tasks to individuals and the team overall?
What were the shortfalls or weaknesses you have identified, and which actions will you take to
overcome these?

d. What feedback have you provided? To whom?

e. What feedback have you received from individuals, and the team overall?

f. How have you used feedback received and in which instances? How will you use feedback
received for future services as part of continuous improvement?

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 Part C – Post monitoring/observation. S NYS Comments

The efficiencies in the workplace during monitoring have been

identified and discussed
The efficiencies in the workplace during monitoring have been
identified and discussed
The effectiveness of communication between has been identified
and evaluated:
1. Student and individual team members
2. Student and team
3. Amongst the team

The effectiveness of allocation of tasks has been evaluated

Suggested provisions to overcome identified shortfalls are realistic
and can be applied
The effectiveness of delegation has been evaluated
Suggested provisions to overcome identified shortfalls from
delegation are realistic and can be applied
Provides an overview of feedback provided to individuals during
the monitoring instances
Provides an overview of feedback received from individuals
during the monitoring instances
Provides an overview how feedback received was applied and
used in service instances where applicable
Provides suggestions for use of received feedback for future
service instances
The suggestions for use/ application of feedback for future
instances are realistic and provide for improvement

List additional criteria as relevant

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