| SITXMGT002Establish and conduct business relationships SIT50416 Diploma of Hospitality ManagementLearner Workbook |
Student ID: _________________________________________________
Student Name: _________________________________________________
Assessor Name: ________________________________________________
Student Signature: ______________________ Date: _____ / _____ / ______
| OFFICE USE ONLY | |||
| Received by – | Date: | ||
| Assessment Attempt | Initial Attempt | Second Attempt / Reassessment | |
| Completion Status | Complete | Incomplete | |
| RESULTS | COMPETENT | NOT YET COMPETENT | |
| Completion Date: | Assessed by: | ||
Table of Contents
Assessment – SITXMGT002: Establish and conduct business relationships. 7
Third party details (required information from the learner) 9
Activity 1A checklist – for assessor 11
Activity 1B checklist – for assessor 13
Activity 1C checklist – for assessor 15
Activity 2A checklist – for assessor 17
Activity 2B checklist – for assessor 19
Activity 2C checklist – for assessor 21
Activity 3A checklist – for assessor 23
Activity 3B checklist – for assessor 25
Activity 4A checklist – for assessor 27
Activity 4B checklist – for assessor 29
Activity 4C checklist – for assessor 31
Activity 4D checklist – for assessor 33
Section A: Skills activity. 35
Summative assessments: Section A checklist 36
Section B: Knowledge activity (Q & A) 37
Summative assessments: Section B checklist 38
Section C: Performance activity. 39
Summative assessments: Section C checklist 40
Workplace Documentation – for learner 41
Workplace documents checklist 41
Supplementary Oral Questions (optional) – for assessor 42
Competency record to be completed by assessor 45
Instructions to Learner
Assessment instructions
Overview
Prior to commencing the assessments, your trainer/assessor will explain each assessment task and the terms and conditions relating to the submission of your assessment task. Please consult with your trainer/assessor if you are unsure of any questions. It is important that you understand and adhere to the terms and conditions, and address fully each assessment task. If any assessment task is not fully addressed, then your assessment task will be returned to you for resubmission. Your trainer/assessor will remain available to support you throughout the assessment process.
Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the overall unit of competency. When undertaking any written assessment tasks, please ensure that you address the following criteria:
- Address each question including any sub-points
- Demonstrate that you have researched the topic thoroughly
- Cover the topic in a logical, structured manner
- Your assessment tasks are well presented, well referenced and word processed
- Your assessment tasks include your full legal name on each and every page.
It is a condition of enrolment that you actively participate in your studies. Active participation is completing all the assessment tasks on time.
Plagiarism is taking and using someone else’s thoughts, writings or inventions and representing them as your own. Plagiarism is a serious act and may result in a learner’s exclusion from a course. When you have any doubts about including the work of other authors in your assessment, please consult your trainer/assessor. The following list outlines some of the activities for which a learner can be accused of plagiarism:
- Presenting any work by another individual as one’s own unintentionally
- Handing in assessments markedly similar to or copied from another learner
- Presenting the work of another individual or group as their own work
- Handing in assessments without the adequate acknowledgement of sources used, including assessments taken totally or in part from the internet.
If it is identified that you have plagiarised within your assessment, then a meeting will be organised to discuss this with you, and further action may be taken accordingly.
Collusion is the presentation by a learner of an assignment as their own that is, in fact, the result in whole or in part of unauthorised collaboration with another person or persons. Collusion involves the cooperation of two or more learners in plagiarism or other forms of academic misconduct and, as such, both parties are subject to disciplinary action. Collusion or copying from other learners is not permitted and will result in a “0” grade and NYC.
Assessments must be typed using document software such as (or similar to) MS Office. Handwritten assessments will not be accepted (unless, prior written confirmation is provided by the trainer/assessor to confirm).
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more training and experience).
Once the learner has satisfactorily completed all the tasks for this module the learner will be awarded “Competent” (C) or “Not yet Competent” (NYC) for the relevant unit of competency.
If you are deemed “Not Yet Competent” you will be provided with feedback from your assessor and will be given another chance to resubmit your assessment task(s). If you are still deemed as “Not Yet Competent” you will be required to re-enrol in the unit of competency.
Additional evidence
If we, at our sole discretion, determine that we require additional or alternative information/evidence in order to determine competency, you must provide us with such information/evidence, subject to privacy and confidentiality issues. We retain this right at any time, including after submission of your assessments.
Confidentiality
We will treat anything, including information about your job, workplace, employer, with strict confidence, in accordance with the law. However, you are responsible for ensuring that you do not provide us with anything regarding any third party including your employer, colleagues and others, that they do not consent to the disclosure of. While we may ask you to provide information or details about aspects of your employer and workplace, you are responsible for obtaining necessary consents and ensuring that privacy rights and confidentiality obligations are not breached by you in supplying us with such information.
Assessment appeals process
If you feel that you have been unfairly treated during your assessment, and you are not happy with your assessment and/or the outcome as a result of that treatment, you have the right to lodge an appeal. You must first discuss the issue with your trainer/assessor. If you would like to proceed further with the request after discussions with your trainer/assessor, you need to lodge your appeal to the course coordinator, in writing, outlining the reason(s) for the appeal.
Candidates will be able to have their previous experience or expertise recognised on request.
Candidates with special needs should notify their trainer/assessor to request any required adjustments as soon as possible. This will enable the trainer/assessor to address the identified needs immediately.
Assessment requirements
Assessment can either be:
- Direct observation
- Product-based methods e.g. reports, role plays, work samples
- Portfolios – annotated and validated
- Questioning
- Third party evidence.
If submitting third party evidence, the Third Party Observation/Demonstration document must be completed by the agreed third party.
Third parties can be:
- Supervisors
- Trainers
- Team members
- Clients
- Consumers.
The third party observation must be submitted to your trainer/assessor, as directed.
The third party observation is to be used by the assessor to assist them in determining competency.
The assessment activities in this workbook assess aspects of all the elements, performance criteria, skills and knowledge and performance requirements of the unit of competency.
To demonstrate competence in this unit you must undertake all activities in this workbook and have them deemed satisfactory by the assessor. If you do not answer some questions or perform certain tasks, and therefore you are deemed to be Not Yet Competent, your trainer/assessor may ask you supplementary questions to determine your competence. Once you have demonstrated the required level of performance, you will be deemed competent in this unit.
Should you still be deemed Not Yet Competent, you will have the opportunity to resubmit your assessments or appeal the result.
As part of the assessment process, all learners must abide by any relevant assessment policies as provided during induction.
If you feel you are not yet ready to be assessed or that this assessment is unfair, please contact your assessor to discuss your options. You have the right to formally appeal any outcome and, if you wish to do so, discuss this with your trainer/assessor.
Candidate Details
Assessment – SITXMGT002: Establish and conduct business relationships
Please complete the following activities and hand in to your trainer/assessor for marking. This forms part of your assessment for SITXMGT002: Establish and conduct business relationships.
Name: _____________________________________________________________
Address: _____________________________________________________________
_____________________________________________________________
Email: _____________________________________________________________
Employer: _____________________________________________________________
Declaration
I declare that no part of this assessment has been copied from another person’s work with the exception of where I have listed or referenced documents or work and that no part of this assessment has been written for me by another person. I also understand the assessment instructions and requirements and consent to being assessed.
Signed: ____________________________________________________________
Date: ____________________________________________________________
If activities have been completed as part of a small group or in pairs, details of the learners involved should be provided below:
This activity workbook has been completed by the following persons and we acknowledge that it was a fair team effort where everyone contributed equally to the work completed. We declare that no part of this assessment has been copied from another person’s work with the exception of where we have listed or referenced documents or work and that no part of this assessment has been written for us by another person.
Learner 1: ____________________________________________________________
Signed: ____________________________________________________________
Learner 2: ____________________________________________________________
Signed: ____________________________________________________________
Learner 3: ____________________________________________________________
Signed: ____________________________________________________________
Observation/Demonstration
Throughout this unit, you will be expected to show your competency of the elements through observations or demonstrations. Your trainer/assessor will have a list of demonstrations you must complete or tasks to be observed. The observations and demonstrations will be completed as well as the activities found in this workbook.
An explanation of observations and demonstrations:
Observation is on-the-job
The observation will usually require:
- Performing a work based skill or task
- Interaction with colleagues and/or customers.
Demonstration is off-the-job
A demonstration will require:
- Performing a skill or task that is asked of you
- Undertaking a simulation exercise.
Your trainer/assessor will inform you of which one of the above they would like you to do. The observation/demonstration will cover one of the unit’s elements.
The observation/demonstration will take place either in the workplace or the training environment, depending on the task to be undertaken and whether it is an observation or demonstration. Your trainer/assessor will ensure you are provided with the correct equipment and/or materials to complete the task. They will also inform you of how long you have to complete the task.
You should be able to demonstrate the skills, knowledge and performance criteria required for competency in this unit, as seen in the Learner Guide.
Third Party Guide
You should supply details of the third party to the assessor before you commence the activities (see below), unless the assessor has already selected a third party themselves. The assessor can then contact the third party in instances where they require more evidence to determine competency, or they cannot observe certain tasks themselves.
The reasons to use a third party may include:
- Assessment is required in the workplace
- Where there are health and safety issues related to observation
- Patient confidentiality and privacy issues are involved.
If you are not employed, or able to complete demonstrative tasks in the workplace, you will need to inform the assessor. They will be able to provide you with a simulated environment in which to complete these tasks.
We would prefer that, wherever possible, these be “live” issues for your industry and require application of the principles that you are learning as part of your training. Where this is not possible, you and your third party should simulate the activity tasks and demonstrations that you believe would be likely to arise in your organisation or job role.
Third party evidence can also be used to provide “everyday evidence” of tasks included in your work role that relate to the unit of competency but are not a part of the formal assessment process.
The third party is not to be used as a co-assessor – the assessor must make the final decision on competency themselves.
Documents relevant to collection of third party evidence are included in the Third Party section in the Observations/Demonstrations document.
Third party details (required information from the learner)
A third party may be required for observations or demonstrations; please provide details below of your nominated third party and obtain their signature to confirm their agreement to participate. This information will be required by your trainer/assessor in advance of arranging any future observations or demonstrations.
Third party name: ______________________________________________________________
Position of third party: ______________________________________________________________
Telephone number: ______________________________________________________________
Email address: ______________________________________________________________
Declaration for nominated third party
I declare my intention to act as third party for (learner’s name here) __________________________
Third party signature: _____________________________________ Date: ___________________
Complete the following activities individually or in a group (as applicable to the specific activity and the assessment environment).
Activity 1A
| Estimated Time | 20 Minutes |
| Objective | To provide you with an opportunity to know how to establish relationships in line with organisational requirements and protocols. |
| Q&A | What type of business relationships do you need to have for your business/work and how would you go about establishing these? |
Activity 1B
| Estimated Time | 20 Minutes |
| Objective | To provide you with an opportunity to understand the use of effective communication skills and techniques to build business relationships. |
| Q&A | Provide an example of when you have successfully used effective communication skills/techniques to establish a workplace relationship. |
Activity 1C
| Estimated Time | 15 Minutes |
| Objective | To provide you with an opportunity to proactively identify and take up opportunities to maintain regular contact with customers and suppliers. |
| Q&A | Provide five ways that you can proactively maintain regular contact with customers and suppliers. |
Activity 2A
| Estimated Time | 20 Minutes |
| Objective | To provide you with an opportunity to incorporate feedback and input from colleagues into negotiation where appropriate. |
| Q&A |
Activity 2B
| Estimated Time | 20 Minutes |
| Objective | To provide you with an opportunity to understand how to communicate results of negotiations to appropriate colleagues and stakeholders within appropriate timeframes. |
| Q&A |
Activity 3A
| Estimated Time | 30-40 Minutes |
| Objective | To provide you with an opportunity to know how to confirm agreements in writing according to organisational requirements, using formal contracts where appropriate. |
| Work activity | Choose an agreement/contract type and produce a written draft template that can be used by your organisation/workplace. (Show this below or attach this as a separate page to your workbook.) |
Activity 3B
| Estimated Time | 15 Minutes |
| Objective | To provide you with an opportunity to understand how to obtain approvals for all aspects of formal agreements according to organisational procedures; and evaluate and act on the need for specialist advice as required. |
| Q&A |
Activity 4A
| Estimated Time | 40 Minutes |
| Objective | To provide you with an opportunity to proactively seek, review, and act upon information needed to maintain sound business relationships. |
| Work activity | Briefly research a potential business contact that may be useful for you/your organisation to work with, and perform the following: |
Activity 4B
| Estimated Time | 20 Minutes |
| Objective | To provide you with an opportunity to honour agreements within the scope of your individual responsibility, complying with agreed terms; and take account of agreed performance indicators. |
| Q&A |
Activity 4C
| Estimated Time | 20 Minutes |
| Objective | To provide you with an opportunity to understand how to make adjustments to agreements in consultation with customer or supplier and share information with appropriate colleagues. |
| Q&A |
Activity 4D
| Estimated Time | 20 Minutes |
| Objective | To provide you with an opportunity to know how to nurture relationships through regular contact and use of effective interpersonal and communication styles. |
| Q&A |
Summative Assessments
The summative assessments are the major activities designed to assess your skills, knowledge and performance, as required to show competency in this unit. These activities should be completed after finishing the Learner Guide. You should complete these as stated below and as instructed by your trainer/assessor.
Skills, knowledge and performance may be termed as:
- Skills – skill requirements, required skills, essential skills, foundation skills
- Knowledge – knowledge requirements, required knowledge, essential knowledge, knowledge evidence
- Performance – evidence requirements, critical aspects of assessment, performance evidence.
Section A: Skills activity
The skills activity is designed to be a series of demonstrative tasks that should be assessed by observation (by the assessor or third party, depending on the circumstances).
It will demonstrate all of the skills required for this unit of competency – your assessor will provide further instructions to you, if necessary.
Section B: Performance activity
The performance activity is designed to be a practical activity performed either in the workplace or a simulated environment. You should demonstrate the required practical tasks for the unit of competency and be observed by the assessor and/or third party, as applicable to the situation. If the third party is required to observe you, you will need to make the required arrangements with them.
If necessary for the activities, you should attached completed written answers, portfolios or any evidence of competency to this workbook.
Section A: Skills activity
Objective: To provide you with an opportunity to show you have the required skills for this unit.
This activity will enable you to demonstrate the following skills:
- Reading
- Writing
- Oral communication
- Numeracy
- Problem-solving
- Initiative and enterprise
Answer the activity in as much detail as possible, considering your organisational requirements.
- As a workplace activity (or simulated workplace activity), prepare for, and engage in a workplace negotiation, this may be entirely conducted by you or you may be part of a team that is conducting the negotiation.
This includes demonstrating the following:
- Reading and interpreting information regarding negotiations, agreements (including potentially complex agreements), conditions and contracts
- Developing or participating in developing formal commercial contract agreements
- Verbal communications to participate in negotiations
- Evaluation of commercial data and cost structures in regards to the agreement/contract
- Evaluation of both sides of the negotiations and awareness of maintaining the relationships while resolving issues
- Building on the business relationship for maintaining relations and business.
This activity will need to be observed by the trainer/assessor or third party and documented in the observations and demonstrations checklist document.
Summative assessments: Section A checklist
This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the summative assessment. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required.
| Learner’s name | ||||
| Assessor’s name | ||||
| Unit of Competence (Code and Title) | ||||
| Date(s) of assessment | ||||
| Has the activity been answered and performed fully, as required to assess the competency of the learner? | Yes No (Please circle) | |||
| Has sufficient evidence and information been provided by the learner for the activity? | Yes No (Please circle) | |||
| Comments | ||||
| Provide your comments here: | ||||
| The learner’s performance was: | Not yet satisfactory | Satisfactory | ||
| If not yet satisfactory, date for reassessment: | ||||
| Feedback to learner: | ||||
| Learner’s signature | ||||
| Assessor’s signature | ||||
Section C: Performance activity
Objective: To provide you with an opportunity to demonstrate the required performance elements for this unit.
This activity will enable you to demonstrate the following performance evidence:
- Establish and maintain business relationships with at least two of the following:
- cooperative partner with organisation
- contractor
- customer
- networks
- supplier
- Conduct formal negotiations, or make and manage agreements and contracts in relation to the two relationships established above, relevant to the specific business context
- Demonstrate the use of high-level communication and relationship building skills when conducting formal negotiations and making commercially significant business-to-business agreements in the above business relationships
Answer the activity in as much detail as possible, considering your organisational requirements.
- As a workplace activity (or simulated workplace activity), perform the following:
- Establish and maintain two business relationships for a period of time as designated by your trainer/assessor, these must qualify from the list in the first bullet point above
- In the course of business with your two contacts, conduct formal negotiations, or make and manage agreements and contracts as applicable to the situation
- In negotiations and your business-to-business agreements with your two contacts, use appropriate communication and relationship building skills to promote good working relations.
This activity will need to be observed by the trainer/assessor or third party and documented in the observations and demonstrations checklist document.
Summative assessments: Section C checklist
This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the summative assessment. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required.
| Learner’s name | ||||
| Assessor’s name | ||||
| Unit of Competence (Code and Title) | ||||
| Date(s) of assessment | ||||
| Has the activity been answered and performed fully, as required to assess the competency of the learner? | Yes No (Please circle) | |||
| Has sufficient evidence and information been provided by the learner for the activity? | Yes No (Please circle) | |||
| Comments | ||||
| Provide your comments here: | ||||
| The learner’s performance was: | Not yet satisfactory | Satisfactory | ||
| If not yet satisfactory, date for reassessment: | ||||
| Feedback to learner: | ||||
| Learner’s signature | ||||
| Assessor’s signature | ||||
Workplace Documentation – for learner
Workplace documents checklist
To demonstrate and support workplace knowledge, workplace documents can be submitted to the assessor or third party. Indicate in the table below the documents that have been provided. Please refer to your trainer/assessor if clarification is required or if you have any further questions on what you are able to provide or use.
| Document name/description | Document attached | |
| Yes No (Please circle) | ||
| Yes No (Please circle) | ||
| Yes No (Please circle) | ||
| Yes No (Please circle) | ||
| Yes No (Please circle) | ||
| Yes No (Please circle) | ||
| Yes No (Please circle) | ||
| Yes No (Please circle) | ||
| Yes No (Please circle) | ||
| Yes No (Please circle) | ||
| Yes No (Please circle) | ||
| Yes No (Please circle) | ||
| Yes No (Please circle) | ||
| Yes No (Please circle) | ||
| For RTO use only | ||
| Have originals or digital copies been supplied for the workplace documents? | Yes No (Please circle) | |
| If not originals, have the originals been validated or checked? | Yes No (Please circle) | |
| Learner’s signature | ||
| Assessor’s signature | ||
| Assessor’s signature |
Competency record to be completed by assessor
This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the overall unit. Indicate in the table below if the learner is deemed competent or not yet competent for the unit or if reassessment is required.
| Learner’s name | ||
| Assessor’s name | ||
| Unit of Competence (Code and Title) | ||
| Date(s) of assessment | ||
| Has the learner completed all required assessments to a satisfactory standard? | Yes No (Please circle) | |
| Has sufficient evidence and information been provided by the learner to prove their competency across the entire unit? | Yes No (Please circle) | |
| The learner has been assessed as competent in the elements and performance criteria and the evidence has been presented as: | ||
| Authentic | Yes No (Please circle) | |
| Valid | Yes No (Please circle) | |
| Reliable | Yes No (Please circle) | |
| Current | Yes No (Please circle) | |
| Sufficient | Yes No (Please circle) | |
| Learner is deemed: | Not yet competent | Competent |
| If not yet competent, date for re-assessment: | ||
| Comments from trainer/assessor: | ||
| Learner’s signature | ||
| Assessor’s signature |
