Table of Contents€¦ · Web viewMartha the Sous Chef has been assigned a team of 5 people to assist with the planning changes to the restaurant dessert menu. The team will need

BSBWOR203 Work effectively with others

Assessment workbook

Assessment Workbook

Table of ContentsBSBWOR203 Work effectively with others......................................................1

Assessment workbook................................................................................................1

Table of Contents...................................................................................................................2

Instructions.............................................................................................................................3

The Unit of Competency........................................................................................................3

The Context for Assessment................................................................................................4

Assessment Methods............................................................................................................4

Resources Required for Assessment..................................................................................4

Student Assessment Cover Sheet........................................................................................5

Assessment 1. Knowledge Assessment..............................................................................6

Assessment 2. Case study Assessment............................................................................15

Assessment 3. Practical Assessment................................................................................27

Learner Instructions........................................................................................................27

2 BSBWOR203 Work Effectively with othersVersion 2.0 18/10/2019

Assessment Workbook

InstructionsThe assessments in this workbook is divided into two (3) categories: Knowledge Assessment, Case studies and Practical Assessment.

The questions under Knowledge Assessment and Case study Assessments are all in a short answer format. The assessment tasks requiring practical demonstration of skills are covered in the Practical Assessment. You must answer all questions using your own words. However, you may reference your Learner Guide and other relevant resources and learning materials to complete this assessment.

Some questions cover processes you would likely encounter in a workplace. Ideally, you should be able to answer these questions based on the processes that are currently in place in your workplace. However, if you do not currently have access to a workplace, then answer the questions based on processes that should be implemented in a typical workplace setting.

The Unit of CompetencyThe units of competency specify the standards of performance required in the workplace.

This assessment addresses the following unit of competency:

BSBWOR203 - Work effectively with others

1. Develop effective workplace relationships

2. Contribute to workgroup activities

3. Deal effectively with issues, problems and conflict

A complete copy of the above unit of competency can be downloaded from the TGA website:

https://training.gov.au/Training/Details/BSBWOR203

BSBWOR203 Work Effectively with othersVersion 2.0 18/10/2019

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Assessment Workbook

The Context for AssessmentTo complete the assessments in this workbook, students need to have access to their learning materials and the Internet. The Knowledge Assessment may be completed wholly at the learner’s home or chosen place of study. The Practical Assessment must be completed in a workplace or in a simulated environment.

Assessment MethodsThis workbook uses the following assessment method(s):

Knowledge Assessment – A set of generic and workplace questions testing the learner’s general knowledge and understanding of the general theory behind the unit.

Case study Assessment – Set scenarios accompanied by questions to test your overall knowledge of the unit requirements.

Practical Assessment – A set of tasks or activities completed according to set instructions and guidelines to meet the requirements of the relevant unit.

Resources Required for AssessmentThe learner will need access to:

Computer with Internet and email access and a working web browser

Installed software: MS Word, Adobe Acrobat Reader

A workplace that will allow you access to:

o A workplace supervisor

o Workplace resources and equipment needed to complete the Practical Assessment


Assessment Workbook

Student Assessment Cover SheetTo the learner: Print this cover sheet and complete it by filling in all the required information and signing on the space provided. Your signature must be handwritten. Scan the completed cover sheet and submit it along with your evidence submissions. Use the filename: BSBWOR203 Cover Sheet

Student NameStudent Number

Student Phone number Email

Course Code SIT20316Course Name

Certificate II in Hospitality

Unit Code BSBWOR203

Unit Name

Work effectively with others

Assessment Number/Types

1 Knowledge Assessment2 Short Answer Assessment3 Practical Assessment

I confirm that the attached work is entirely my own, except where other writers have been referenced. I confirm that this assignment has not been submitted before at ACOHR or other institutions. I understand that plagiarism and other forms of cheating will result in academic penalty.By submitting this assessment, I agree that:

I have and read and understood the details of the assessment I understand the rules and consequences of plagiarism and that the attached assessment is my own work. I have one week in which to resubmit this assessment if I am deemed unsuccessful.

Student’s Signature

Date

Trainer/Assessor to completeAssessment 1: Knowledge

AssessmentAssessment 2: Case study Assessment Assessment 3 Practical Assessment

DateSatisfactory (S)

Not Yet Satisfactory (NYS)

Resubmission required

(Y/N)Date

Satisfactory (S)Not Yet

Satisfactory (NYS)


(Y/N)Date

Satisfactory (S)Not Yet

Satisfactory (NYS)


(Y/N)

comments/observations/feedback comments/observations/feedback comments/observations/feedback


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Overall Result for this Workbook C/NYCTrainer/Assessor’s NameTrainer/Assessor’s Signature Date


Assessment Workbook

Assessment 1. Knowledge Assessment

1. There are a range of things that need to be achieved in order for an individual to work well in the workplace. Answer true or false to the following.

To be a supportive team member and assist in meeting team goals I should;

True False

i. show team members how to do things, rather than taking over everything.

☐ ☐

ii. Give feedback to team members on ways that they can help themselves do better

☐ ☐

iii. Micro manage all steps so that nothing goes wrong. ☐ ☐

iv. Remain excited about given tasks so that others feel like they should be excited about it too.

☐ ☐

v. Actively listen to team members and all their suggestions

☐ ☐

vi. Treat all team members the same, sensitivity is not an issue

☐ ☐

S ☐ NYS ☐

Trainer comments: (only comment if NYS)


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2. Which of the following could be seen as contributing constructively to work group goals?

☐ i. Sharing organisational information that may assist the team to achieve work and personal goals

☐ii. All team members openly stating their assigned

organisational job positions and knowledge and skills at the onset allowing the team to better understand what they are capable of achieving.

☐ iii. Ensuring there is food available at all team meetings so everyone can concentrate

☐iv. Unrealistic objectives set your team up for failure. Make

sure that someone objectively monitors the objectives and outcomes set by the organisation and if some of the objectives seem unrealistic, refine them.

☐ v. Team members cooperating with each other and respecting individual input.

☐ vi. If you are the leader of the group, ensure you always have the final say.

S ☐ NYS ☐



Assessment Workbook

3. For a workgroup to work effectively members should use open communication and share information to ensure the groups goals are met.

Identify 4 types of information that could be shared within a workgroup.

i.

ii.

iii.

iv.

S ☐ NYS ☐



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4. You are working in a very busy seaside restaurant that serves over 300 people for lunch and 200 people for dinner every Saturday and Sunday. Usually there are at least 40 staff on each shift ranging from Waiters, hosts, runners, bar, drink waiters, chefs and kitchen hands. There is a high turnover of staff averaging approximately 70% per year. This has been attributed to staff conflict on busy weekend shifts.

Give examples of how the following causes of conflict relate to the above restaurant.

Conflicting needs

Conflicting roles

Conflicting pressures

Conflicting styles

S ☐ NYS ☐



Assessment Workbook

5. Once a conflict occurs, it needs to be resolved as quickly as possible. In your own words summarise the following conflict resolution techniques.

Avoidance Non-assertive, non-cooperative

Accommodation Non-assertive, cooperative

Compromise Some assertiveness, some cooperation

Competition Assertive, non-cooperative

Collaboration Assertive, cooperative

S ☐ NYS ☐



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6. A. Look at the conflict resolution techniques you have summarised in Q 5. Which of these techniques match the following situations?

The restaurant manager has told all the waiters that there is a position available in the bar. He is happy if it is a shared position and would agree allowing two waiters half time bar half time waiting. Even though you would prefer to do the bar fulltime, you agree to share the job with another.

Due to constant upset from the team about hours, you decide to ask everyone to fill in a form with their preferred working hours, days and shifts. With this information you are now able to redo the rosters to accommodate everyone as much as possible. For those you cannot accommodate, you have put them on rotating shifts with others.

One of the drink waiters carries his tray incorrectly. He has never spilt a drink, and his work is as good as any other drink waiter, it just annoys you. You decide to say nothing.

You have been told by the barman, Ted, that he is resigning in a week. You show interest with the bar manager, and show him your skills, before approaching the restaurant manager and ask for the job. The restaurant manager announces at the Sunday meeting that you will be taking over the position of fulltime bar person. Others are upset as everyone wanted to be considered for the position.

The bar manager has asked that you do not clean any glasses until the end of the night. This will extend your finish time by at least an hour. You agree even though you do not feel it is the best way to finish the night.

B. From the above scenarios, if you were unable to resolve any of the issues, problems or conflicts, who would you refer them to? Include government or legal departments.


Assessment Workbook

S ☐ NYS ☐


7. Choose a position relevant to your area of training e.g., Waiter, Bar person, Kitchen hand or similar. Identify 4 responsibilities of your job role that are explicit protocols or procedures, and 4 responsibilities of your job role that are implicit protocols or procedures. An example has been provided.

Explicit - Stated clearly and in detail

Implicit - Suggested though not directly expressed

Protocols - The official procedure or system of rules

Procedures - An established or official way of doing something

EXPLICIT PROTOCOLS AND PROCEDURES

IMPLICIT PROTOCOLS AND PROCEDURES

I must clock in and clock out every shift As a waiter I should always arrive 15 minutes early for work to get prepare myself.

S ☐ NYS ☐


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Assessment Workbook

ASSESSOR MARKING CHECKLIST

Learner’s Name:

Student ID

Date

Assessment 1 – Knowledge questions

S ☐ NYS ☐

Trainer comments:

Trainer/Assessor’s NameTrainer/Assessor’s Signature Date


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Assessment 2. Case study Assessment

Scenario 1 – JOB ADVERTISEMENT

Cafe Manager

BEAN ME UP

Launched in 2010, Bean Me Up is an award-winning specialty coffee roaster, café operator and retail brand. From its flagship location in Manly NSW, Bean Me Up roasts daily for its own venues, a family of

premium hospitality venues around Australia and a large online community.

From grassroots beginnings, Bean Me Up has grown into a refined hospitality and coffee brand, with exciting opportunities for hospitality professionals of every experience looking to grow within an innovative and diverse company.

Opened in March this year, Bean Me Ups Queen St. is an architecturally designed dine-in and take away venue in the CBD, offering a full brunch menu and exciting coffee program including espresso, filter, signature drinks and retail coffee. Trading 7 days a week, it’s a destination for office workers, food & coffee lovers, weekend brunchgoers & tourists alike.

The Role

We’re looking for a Café Manager to take ownership of our Sydney CBD cafe. The right person will be experienced and passionate with a strong work ethic and the ability to lead a team to deliver the ultimate customer experience.

This role offers the opportunity to:

Develop and lead a team with the support of the Bean Me Up brand

Work with a leading specialty coffee roaster with an innovative approach to coffee and food

Be supported by a strong senior management team and involved owners

Benefit from attractive remuneration and incentives

Grow within an exciting and fast-moving company


Assessment Workbook

Tasks and responsibilities:

Developing a positive team culture, consistent with the Bean Me Up brand values

Developing and maintaining a high-quality product offering, with ongoing staff education and appreciation for quality and attention to detail

Driving staff to provide an outstanding service experience

Managing the venue’s administration, systems and ordering

Using weekly and monthly reporting standards to improve venue performance

Identifying opportunities to increase sales and improve the customer experience

Ensuring that the venue is well maintained and identifying any maintenance issues

You’ll be perfect for this role if you have:

A passion for specialty coffee and hospitality

At least two years’ experience in a similar management role

Strong all-round FOH and barista skills

A passion for creating the ultimate customer experience

Advanced interpersonal, communication, customer service and leadership skills

A strong work ethic with the ability to meet and surpass KPIs

Both an ability and enthusiasm to manage systems and software

A current Food Safety Supervisor Certificate (desirable)

A current First Aid and CPR certificate (desirable)

Please apply with a cover letter detailing your experience in the areas outlined above. We look forward to hearing from you!


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TASK 1. Read the above Job description and answer the following questions that relate to working effectively with others in the workplace.

2.1Identify 3 employee positions that the Café Manager would be required to work with and build effective work relationships with.

1

2

3

S ☐ NYS ☐


2.2For the above 3 positions you have identified, refer to the above job description and state 3 responsibilities and duties the Café Manager would have with each position.

1

2

3


Assessment Workbook

S ☐ NYS ☐


2.3Think about the job description for Café Manager at Bean Me Up Café. The new manager at this café will be required to take time and resource constraints into account in fulfilling work requirements of self and others. What are some examples that might be faced in relation to the following resources;

TIME

MONEY

STAFF

TOOLS/ EQUIPMENT

TECHNOLOGY

S ☐ NYS ☐



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2.4Provide 3 examples of challenges and problems of time management that may be faced by the new Café Manager.

1

2

3

S ☐ NYS ☐


2.5For this assessment question you will need to access and read the policies and procedures manual for the Paradise Resort. They are in your supplementary materials file. Bean Me Up Café has just opened their new café within the premises of the Paradise Resort.

List 5 policies or procedures from the manual that would relate to your job role if you were the Café Manager at Bean Me Up Café.

1

2

3

4

5

S ☐ NYS ☐


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2.6 A. You have now been employed at the Bean Me Up café for 4 months. You would like to find out how your job performance is perceived so you can identify shortfalls and improve your work and service skills. What are 3 different ways you can obtain constructive feedback from colleagues and customers.

1

2

3

B. Once you have received the feedback, how can you; I. acknowledge the feedback?II. act on the feedback you have received?

I

!!

S ☐ NYS ☐



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Scenario 2 – Teams

Martha the Sous Chef has been assigned a team of 5 people to assist with the planning changes to the restaurant dessert menu. The team will need to test and cost the recipes for the new items. Max the Food and Beverage Manager decided that one of the apprentices,

Ronnie could handle some of the dessert items being considered for the menu, Jared the Head Waiter could assist with customer preferences, Kate from accounting would help with pricing the menus and sourcing produce and Jayde the new Japanese exchange apprentice to assist in preparation and would gain valuable experience. The Food and Beverage Manager has given the following instructions to the team of 5 in their first meeting on Monday morning.

“I would like your help in testing and costing the new summer dessert menu. I require 5 desserts, each to be sold at $10, returning a 100% profit. Each dessert should be completely different.

You will need to prepare the recipe and make the dessert to calculate the correct food costings. Thursday afternoon your team will prepare four portions of each that we will serve to some of the hotel staff to get their reactions.

In order to test your suggestions, I would like you all to stay an extra hour tomorrow. I will arrange the schedule with the restaurant manager. All the necessary supplies are available. “I would like the team report by 4:30 tomorrow afternoon followed by a personal tasting.

After Max left, the 5 team members discussed their project. Kate from accounting started by saying she was excited to be a part of the new menu, and asked Martha to email her when they have a list of ingredients and recipe cards completed and she would do the calculations. She then left the meeting.

Martha then told the team the 5 desserts she had decided on and who would be completing what jobs.

Jared tried to inform the group what feedback he had received from the customers about the current menu items, but Martha had already gone into the cool room with Jayde to gather the required produce.

Ronnie found himself a quiet area of the kitchen and started on his own


Assessment Workbook

creations.

The following afternoon at 4.30 Ronnie and Jared meet with Max the Food and Beverage Manager by themselves as no one else turned up.

Max was impressed by their creations but confused as to the whereabouts of the others. At 5pm Martha and Jayde arrived from the function’s kitchen with a tray of 5 incredible looking desserts they had created in the function’s kitchen.

Max was angry that the team had not followed his instructions and left the meeting in a temper.

2.8Using the following causes of conflicts, identify how they relate to scenario 2. You can find definitions of these 3 styles in your learner guide.

Conflicting styles

Conflicting roles

Conflicting goals

S ☐ NYS ☐


2.10 How could Max liaise with and discuss the following strategies for team improvement in his follow-up meeting with the above workgroup. You will find lists of examples under each strategy within your learner guide.

On-the-job-learning


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Mentoring

Job rotation

Structured training

S ☐ NYS ☐


2.12 A. Look at the two characters in Scenario 2, Martha the Head Chef and Jared the Head Waiter. Identify 3 ways in which each could have respected differences in the others personal values and beliefs.

MARTHA

JARED


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B. Why is respecting each team members personal values and beliefs important to the development of team relationships?

S ☐ NYS ☐


2.14 A. Jayde the new first year apprentice has just arrived as an exchange employee from the Hotel partner in Japan. Identify 5 linguistic and cultural differences Jayde may have in her communication style with the team in scenario 2.

1

2

3

4

5

B. Which of the following are ways that team members could respond appropriately to the above differences in communication styles

☐ Try to build rapport with others in your work team.

☐ Identify the major issues that you are facing at the very start.


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☐ Decide on one team way to communicate and everyone needs to abide by this way.

☐ Take the time to appreciate individual differences. Even if you disagree with someone, if it is in their nature, you should not be overly critical, as their opinions deserve as much respect as your opinion does.

☐ Avoid using words that could offend.

☐ If there are problems with communication style, that team member should be excused from participating in team meetings.

S ☐ NYS ☐


2.11 a. If the food and beverage manager is wanting the desserts to make a 100% profit, calculate what the maximum resource costs should be if the desserts are to be sold for $10 each. Show your workings.

b. What time constraints has the Food and Beverage Manger placed on the team to complete the task? Cut and paste 3 relevant sentences from the case study.

S ☐ NYS ☐



Assessment Workbook


Learner’s Name:

Student ID

Date

Assessment 2 – Case Study Assessment

S ☐ NYS ☐

Trainer comments:



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Assessment 3. Practical Assessment

This assessment tasks refers to Scenario 2.

The team have now completed their testing and costing of the summer menu. The 5 new desserts are; Peanut butter pie pops Warm brownie meringue bites Panna Cotta with Red berry fruit compote Fried ice-cream with caramel melt Mini summer sorbet cones

You have been asked to create the menu using the existing organisational format and to develop a simple training document for the restaurant staff.

TASK 1.

3.1 The Organisation Menu Template can be found in your supplementary files. You are required to create the new Summer Menu using the dessert selections above. You will need to research the dessert selections and provide a menu item description for each dessert. Ensure you check your menu for formatting, correct spelling and eye appeal.

Your Menu should be submitted with this assessment

TASK 2.

3.2 You are to develop a simple training document for the restaurant employees to introduce them to the new summer dessert menu. The document should contain the following.

1 page only Name and picture of each dessert. Dessert ingredients Cooking techniques e.g., Baked, chilled, fried. Heading: Restaurant employees, summer dessert menu training.

Your Training document should be submitted with this assessment


Assessment Workbook


Learner’s Name:

Student ID

Date

Assessment 3 – Practical Assessment

TASK 1 - 3.1

Submitted

TASK 2 – 3.2

Submitted

S NYS S NYS

Trainer comments:



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Documents

Table of Contents€¦ · Web viewMartha the Sous Chef has been assigned a team of 5 people to assist with the planning changes to the restaurant dessert menu. The team will need