Reference no: EM132553240

SITXMGT002 Establish and conduct business relationships

Activity 1A
Objective - To provide you with an opportunity to know how to establish relationships in line with organisational requirements and protocols.

What type of business relationships do you need to have for your business/work and how would you go about establishing these?

Activity 1B
Objective - To provide you with an opportunity to understand the use of effective communication skills and techniques to build business relationships.

Provide an example of when you have successfully used effective communication skills/techniques to establish a workplace relationship.

Activity 1C
Objective - To provide you with an opportunity to proactively identify and take up opportunities to maintain regular contact with customers and suppliers.

Provide five ways that you can proactively maintain regular contact with customers and suppliers.

Activity 2A
Objective - To provide you with an opportunity to use negotiation techniques in line with professional and organisational protocols to maximise benefits of relationship for all parties.

In the learning group (working in pairs), use a topic of your choice and prepare for a brief negotiation, taking opposing/different viewpoints.

Perform a negotiation to show your use of verbal communication and negotiation techniques. These should be appropriate to the situation and be in line with professional and organisational protocols.

Activity 2B
Objective - To provide you with an opportunity to incorporate feedback and input from colleagues into negotiation where appropriate.

1. How can you determine if feedback and input given from colleagues is of worth in negotiations?
2. How can feedback form colleagues help you in your negotiations?

Activity 2C
Objective - To provide you with an opportunity to understand how to communicate results of negotiations to appropriate colleagues and stakeholders within appropriate timeframes.

1. How can you communicate negotiation results to relevant persons?
2. How can you determine an appropriate timeframe for communicating your results?

Activity 3A
Objective - To provide you with an opportunity to know how to confirm agreements in writing according to organisational requirements, using formal contracts where appropriate.

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
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.

1. How would you seek approval at your workplace (or an example workplace) on formal agreements that have been drafted?
2. What elements within a formal contract/agreement should you get specialist advice on?

Activity 4A
Objective - To provide you with an opportunity to proactively seek, review, and act upon information needed to maintain sound business relationships.

Briefly research a potential business contact that may be useful for you/your organisation to work with, and perform the following:

» Review the information you find and assess how appropriate they are for you/your organisation
» Plan and write up the actions that you can take to initiate and maintain a business relationship.

Activity 4B
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.

1. Provide an example of an agreement that you have followed at work, and explain your responsibilities in respect of this.
2. How can performance indicators help maintain business relationships?

Activity 4C
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.

1. Why may you need to make an adjustment to an existing agreement/contract?
2. How would consultations to adjust an agreement/contract at your workplace be conducted?

Activity 4D
Objective - To provide you with an opportunity to know how to nurture relationships through regular contact and use of effective interpersonal and communication styles.

1. What is essential for maintaining business relationships?
2. Why is it important to make regular contact with your business contacts?

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.

1. 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.

Section B: Knowledge activity
Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

The answers to the following questions will enable you to demonstrate your knowledge of:
» Commercial context for business relationships in the relevant industry sector and related sources and networks
» Opportunities to maintain regular contact with customers and suppliers
» Principles of negotiation, stages in the negotiating process, and different negotiation techniques
» Nature of agreements and contracts in the relevant industry sector and their key role, features and inclusions
» Key components of contract law at an overview level
» Other legal requirements that impact negotiations and agreements in the relevant industry

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. Why is it important to understand the commercial context for business relationships, including industry specific needs?

2. How can you maintain regular contact with customers and suppliers (provide 5 or more options)?

3. What are the principles of negotiation, the stages in the negotiation process and the techniques you can use in your negotiations?

4. What types of agreements and contracts may you need to deal with in your business industry and what are their key role, features and inclusions?

5. What are the key components of contract law that you may need to know?

6. What other legal requirements can impact on negotiations and agreements in your business industry?

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 followingperformanceevidence:
» Establish and maintain business relationships with at least two of the following:
o cooperative partner with organisation
o contractor
o customer
o networks
o 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.

1. 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.

SITXHRM003 Lead and manage people

Activity 1A
Objective To provide you with an opportunity to act as a positive role model through individual performance.
1. Provide at least two reasons why it is important for managers and supervisors to act as positive role models within the workplace?

2. What roles and functions do you have as a manager? Provide a minimum of three examples.

Activity 1B
Objective To provide you with an opportunity to show support for and commitment to organisational goals in day-to-day work performance.
1. Describe the difference between a mission statement and a vision statement / corporate aims, and explain their use for your organisation.

2. What actions can you take within the workplace to show support for and commitment to organisational goals?

Activity 1C
Objective To provide you with an opportunity to interact with team members in a positive and professional manner.
1. Why is it important for managers and supervisors to interact with team members in a positive and professional manner?

2. Outline a range of actions that may take place in positive and professional interactions?

3. Within a workplace environment, demonstrate a range of the actions provided to interact with your employees in a positive and professional manner.

Activity 2A
Objective To provide you with an opportunity to recognise how to develop and clearly communicate short, medium and long-term plans and objectives consistent with organisational goals in consultation with the team.
Describe the use of short-term, medium-term and long-term plans and objectives within your business.

Activity 2B
Objective To provide you with an opportunity to communicate expectations, roles and responsibilities of team members to encourage them to take responsibility for own work.
1. In groups, explain a range of key customer needs and expectations that employees need to meet.

2. What responsibilities do employees have at your workplace in relation to personal presentation?

3. How are individual job roles communicated to employees in your organisation?

Activity 2C

Objective To provide you with an opportunity to understand how to encourage teams and individuals to develop innovative approaches to work.
1. Why might it be difficult to gain innovative ideas from employees without them being encouraged?

2. Why is important to listen to customer feedback in order to develop innovative approaches to work? How can this be encouraged?

Activity 2D
Objective To provide you with an opportunity to recognise how to identify and reward individual and team efforts and contributions.
1. What are the advantages of performance-related pay?

2. What are the issues with the use of profit sharing as a reward for team efforts and contributions?

Activity 2E
Objective To provide you with an opportunity to identify how to model and encourage open and supportive communication within the team.
1. What are the benefits of developing a workplace forum for employees to discuss issues and seek advice?

2. Describe a range of actions that could be taken to encourage supportive communication within your workplace.

Activity 2F
Objective To provide you with an opportunity to seek and share information from the wider business environment with the team.
1. Outline the business information that would need to be shared with new recruits during an induction session.

2. Why might it be necessary to share information with colleagues regarding the recruitment plans of the organisation?

Activity 2G

Objective To provide you with an opportunity to recognise how to represent team interests in the wider environment.
1. What social considerations of employees might you represent to the personnel responsible for developing a roster?

2. In what circumstances might you represent the interests of a team in relation to responding to service outcomes and disputes?

Activity 2H
Objective To provide you with an opportunity to recognise how to seek feedback from team members and implement changes within the bounds of organisational goals and policies.
1. How might you seek feedback from team members on a range of organisational proceedings? What are the benefits of these methods?

2. What actions could be taken to improve group dynamics?

3. Provide four examples of workplace policies and procedures that you may want to gain feedback about from employees.

Activity 3A
Objective To provide you with an opportunity to delegate tasks and responsibilities, identify barriers to delegation, and implement processes to overcome them.
1. In pairs, discuss the importance of informing employees of nature and scope of work in advance of their shift.

2. Identify a range of barrier that may arise when delegating tasks and responsibilities, and highlight barriers to overcome them.

Activity 3B

Objective To provide you with an opportunity to recognise how to evaluate team member skills and provide opportunities for individual development; and provide mentoring and coaching to support team members.
1. Describe three methods of evaluating the skills of team members.

2. Provide a range of examples of training and coaching that is utilised in your organisation.

Activity 3C
Objective To provide you with an opportunity to understand how to monitor team performance to ensure progress towards achievement of goals.
1. Describe two aspects of team performance that need to be monitored when reviewing progress towards meeting goals.

2. Explain how reviewing complaints can act as useful method of monitoring customer service levels.

Activity 3D
Objective To provide you with an opportunity to identify how to motivate individuals and teams to achieve optimum performance.
How can Maslow's hierarchy of needs theory be applied to the motivation of employees?

Activity 3E
Objective To provide you with an opportunity to understand how to provide recognition and rewards for team achievements.
1. Provide three examples of team achievements that may lead to recognition and rewards.

2. What methods could you use to recognise and reward team achievements?

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:
Writing skills to:
» Prepare and document clear and articulate team plans

Oral communication skills to:
» Overcome communication barriers in providing effective support and motivation to a team

Planning and organising skills to:
» Ensure activities and initiatives important to team development are integrated into own work planning

Answer the activity in as much detail as possible, considering your organisational requirements.

1. Prepare and document a clear and articulate team plan to dictate the roles and responsibilities they will undertake over a two-week period.

2. Within a workplace environment, demonstrate effective support and motivation to a team. What communication barriers do you have to overcome and how is this achieved?

3. Create a workplace schedule that demonstrates the integration of activities and initiatives to support team development into your plans.

Section B: Knowledge Activity
Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

The answers to the following questions will enable you to demonstrate your knowledge of:
» Roles of and functions performed by supervisors and managers
» Expectations, roles and responsibilities of team members
» Considerations in the individual development of staff
» Features of different leadership styles
» Features of open and supportive communication
» Characteristics of effective leadership
» Principles of teamwork and:
o characteristics of effective teams
o roles and attributes of team members
o organisation of teams
o potential team problems
o benefits of effective teamwork
» Role and theories of motivation as they apply to the management of individuals and teams
» The role of group dynamics in successful team management
» Forms of recognition and reward applicable to leading staff
» Types of organisational plans and planning processes
Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. Describe a minimum of three roles and functions performed by supervisors and managers.

2. Highlight two expectations, roles and responsibilities of team members in the workplace.

3. What aspects do you need to consider about employees in regard to each of the following:

» Change in job responsibilities
» External training and professional development
» Formal promotion
» Internal training and professional development
» Opportunity for greater autonomy or responsibility

4. Explain the use of at least two different styles of leadership.

5. What are the key features of open and supportive communication and why should it be encouraged?

6. Describe the meaning of being a leader in comparison to a manager and highlight the characteristics of an effective leader.

7. Explain the importance of teamwork within your organisation including examples of tasks that require teamwork, the roles of people within these teams, how teams are organised, and any issues that arise in teams.
8. Briefly describe the humanistic theory of motivation. How can Maslow's hierarchy of needs theory be applied to the motivation of employees?

9. What are the characteristics of a group with a positive dynamic and why is this important for successful team management? Compare this to a group with a negative dynamic.

10. What methods could you use to recognise and reward leading staff members?

11. Describe the use of short-term, medium-term and long-term plans and objectives within your business.

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 followingperformanceevidence:
» 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

Answer the activity in as much detail as possible, considering your organisational requirements.

1. Within the workplace, monitor individual or team performance demonstrating at least four of the following leadership and management roles:

» Decision making
» Delegation of tasks
» Information provision
» Provision of feedback
» Motivation through recognition and rewards
» Planning and organising

2. During the monitoring of team performance, seek feedback from employees and provide responses in line with organisational policies and procedures in relation to the following:

» Allocation or performance of work
» Effectiveness of communication within team, between other teams or within organisation
» Efficiency or deficiency in workplace practices

SITXHRM002 Roster staff

Activity 1A
Objective To provide you with an opportunity to recognise how to develop rosters according to relevant industrial agreements and other considerations and wage budgets.
1. What are the relevant awards that you must follow when developing rosters for your staff?

2. How much annual leave are workers entitled to in Australia?

3. What should be taken into consideration when determining whether additional work hours are reasonable?

Activity 1B

Objective To provide you with an opportunity to maximise operational and customer service efficiency while minimising wage costs.
1. Speak to a minimum of three customers about their current experiences of customer service and their needs and expectations regarding customer service.

2. Outline three common needs and expectations that customers have of employees.

3. What considerations need to be made about policies and procedures in relation to the impact of leave and overtime on wage costs?

Activity 1C

Objective To provide you with an opportunity to understand how to combine duties where appropriate to ensure effective use of staff
1. In what ways can you ensure staff members are capable of combining different duties within the workplace?

2. What are the benefits of having employees combine their duties?

Activity 1D
Objective To provide you with an opportunity to identify how to roster teams with complementary skills mix to meet operational requirements.
1. What skills or qualities may be required within a team that you need to consider when rostering?

2. Based on your answer to the previous question, describe why it is important to have employees rostered who can demonstrate these skills and qualities.

Activity 1E
Objective To provide you with an opportunity to take account of social and cultural considerations and broader organisational policies that affect staff rosters.
1. What policies does your organisation have in addition to industrial agreements?

2. What social factors may you have to take into account when developing a roster, and why is it important to do so?

Activity 1F
Objective To provide you with an opportunity to identify how to consult with colleagues to ensure input into rosters.
1. Describe three aspects that you may want to establish from colleagues when developing rosters.

2. What methods of consultation can be used to consult with staff members about rosters?

Activity 1G
Objective To provide you with an opportunity to identify how to use roster systems and equipment to administer rosters.
Provide at least three benefits of online rostering.

Activity 2A

Objective To provide you with an opportunity to understand how to present rosters in required formats to ensure clarity of information according to organisational standards.
1. What workplace factors impact on the type of roster that needs to be developed?

2. Describe the uses of two different types of roster.

Activity 2B
Objective To provide you with an opportunity to recognise how to communicate rosters to appropriate colleagues within designated timeframes.
1. In addition to sending individuals their personal rosters, who else within your organisation do you need to communicate rosters with?

2. What are the advantages of providing rosters with plenty of notice?

Activity 3A
Objective To provide you with an opportunity to identify how to administer records of shift time completed by employees or contractors; and maintain staff rostering records according to organisational procedures.
1. Describe two different methods of establishing the hours worked by employees.

2. Explain the importance of maintaining staff rostering records.

Activity 4A

Objective To provide you with an opportunity to understand how to monitor effectiveness of rosters in consultation with colleagues.
1. Describe a minimum of two aspects of rostering of which you ought to monitor the effectiveness.

2. Provide three examples of negative consequences resulting from understaffing.

Activity 4B

Objective To provide you with an opportunity to identify ways in which rosters and roster development processes may be improved and take appropriate action.
1. How could you alter rosters to reduce the levels of fatigue experienced by employees?

2. How could roster development processes be improved in order to reduce understaffing?

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 skills to:
» Interpret documents outlining opening and closing times, operational hours, and expected customer traffic
Writing skills to:
» Write potentially complex roster documentation
Oral communication skills to:
» Ask colleagues questions to confirm their requirements
» Listen, understand and interpret messages
Numeracy skills to:
» Complete planning activities involving dates, times and staff ratios
Problem-solving skills to:
» Re-work rosters in cases of staff illness
Teamwork skills to:
» Consider staff requests and personal commitments when planning rosters
Technology skills to:
» Use system capabilities and functions of rostering software programs.
Answer the activity in as much detail as possible, considering your organisational requirements.

1. Read through workplace documentation that outlines the opening and closing times, operational times, and expected customer traffic for your organisation. Interpret the information to highlight when the busiest periods are within your workplace.

2. Within your workplace, develop a draft roster for the next month which has not already been scheduled.

3. In the process of developing the roster, communicate with a number of personnel, where needed, to confirm their requiremen

4. ts. Incorporate their requirements into the roster.

5. When do you expect the busiest times and dates to be within the upcoming month period? Roster staff based on organisational policies regarding staff ratios in comparison to customers.

6. Within a workplace environment, make amendments to existing rosters following cases of staff illness.

7. When developing the roster, take staff requests and personal commitments into account. How can the roster be structured to incorporate as many personal commitments as possible without damaging operation requirements?

8. Use a rostering system to develop a final roster based on the information you have gathered.

Section B: Knowledge activity

Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

The answers to the following questions will enable you to demonstrate your knowledge of:
» Sources of information on awards and other industrial provisions
» Industrial agreements and other considerations which impact the preparation of staffing rosters
» Key elements of applicable awards and enterprise agreements
» Organisational policies which impact the preparation of staffing rosters
» Industry sector:
o role of rosters and their importance in controlling staff costs
o system capabilities and functions of rostering software programs
o different formats for and inclusions of staff rosters
o different methods used to communicate rosters, both electronic and paper-based
» Specific organisation:
o social, cultural and skills mix of the team to be rostered
o full details of human resource policies and procedures that cover leave provisions and socio-cultural issues
o operational requirements of the business activity, department or event subject to rostering
o wage budget for the business activity, department or event subject to rostering

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. Where can you locate information on awards and other industrial provisions?

2. Provide two examples of awards that may be applicable to organisations in the tourism, travel, hospitality and event sectors.

3. Describe three key elements of industrial agreements that impact on developing rosters.

4. What organisational policies exist within your organisation that impact on the development of rosters?

5. How are rosters useful for reducing staff costs?

6. What are the functions of the rostering software program used by your organisation?

7. Describe the difference in format between a daily and weekly or monthly roster.

8. Provide four examples of methods to communicate rosters to employees.

9. What social and cultural needs do you need to consider when developing a roster?

10. Provide details of human resource policies and procedures about the following:
» Personal/carer's leave and compassionate leave
» Public holidays
» Parental leave and related entitlements
» Mandated breaks
» Maximum allowed shift hours
» Permanent or casual staff
» Standard, overtime and penalty pay rates
» Annual leave
» Jury service.

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 followingperformanceevidence:
» Prepare staff rosters that meet diverse operational requirements across three different roster periods
» Demonstrate the following when preparing each of the above staff rosters:
o sufficient staff to ensure the delivery of required services within wage budget constraints
o appropriate skills mix of the team
o compliance with industrial provisions and organisational policy
o completion of rosters within commercial and staff time constraints.
Answer the activity in as much detail as possible, considering your organisational requirements.

1. Using the information you have gathered in the previous activities, prepare staff rosters that meet diverse operational requirements across three different roster periods.

2. When developing the three different rosters, demonstrate how you have considered and incorporated the following:

» Having sufficient staff numbers while meeting wage budget constraints
» Including staff with appropriate skills
» Compliance with industrial provisions and organisational policy
» Meeting commercial and staff time constraints.

SITXHRM001 Coach others in job skills

Activity 1A
Objective To provide you with an opportunity to identify need for coaching based on a range of factors
1. Suggest a range of factors which might identify a need for coaching

2. Where can requests for coaching come from?

Activity 1B
Objective To provide you with an opportunity to identify specific coaching needs through discussion with colleague and organise coaching sessions
1. Identify areas in which individuals or coaches may want to focus coaching sessions on

2. Describe methods by which coaches can identify specific coaching needs

3. Describe individual factors which can impact on specific coaching needs

4. How should coaching sessions be organised?

Activity 2A

Objective To provide you with an opportunity to describe how to explain overall purpose of coaching to colleague
1. Identify fundamental points for describing how to explain the overall purpose of coaching

2. What aspects of coaching and the coaching session should be described to the coachee to explain the overall purpose?

Activity 2B
Objective To provide you with an opportunity to describe how to explain and demonstrate specific skills and advise organisational procedures for completing workplace tasks
1. Describe a procedure for explaining and demonstrating specific skills

2. In what ways can you check learner understanding?

3. What are the benefits to advising organisational procedures when explaining and demonstrating skills?

Activity 2C
Objective To provide you with an opportunity to identify how to communicate required knowledge and check colleague understanding
1. What are the key skills and attributes involved in effective coaching communication?

2. In what ways can learning communication skills help you when coaching?

3. What methods can you use to check learner understanding?

4. Give examples of questions you can use to check colleague understanding

Activity 2D
Objective To provide you with an opportunity to describe how to provide colleagues with opportunities to practise skills and ask questions
1. In what ways can you provide opportunities for successful practice?

2. What are the main points to recapping coaching sessions?

Activity 2E
Objective To provide you with an opportunity to describe how to provide feedback in constructive and supportive manner
1. What methods can you use to provide feedback?

2. What qualities should your feedback have?

3. How can you help ensure feedback is used in a constructive way?

Activity 3A
Objective To provide you with an opportunity to identify how to monitor progress of new workplace skills and provide supportive assistance.
1. In what ways can you monitor the progress of new workplace skills?

2. In what ways can you provide supportive assistance to the learner?

3. What factors should you consider when discussing the results of monitoring with learners?

Activity 3B
Objective To provide you with an opportunity to identify how to report progress to the appropriate person
1. Identify factors you should consider when reporting coaching progress

2. How can you meet with appropriate persons after coaching sessions and what can these meetings involve?

3. In what ways can progress reports be used?

Activity 3C

Objective To provide you with an opportunity to identify performance problems or difficulties with coaching and rectify or refer to appropriate person for follow-up
1. What should be examined during evaluation of the coaching sessions?

2. Identify some potential performance problems or difficulties with coaching

3. How can you determine if problems lie with the coaching process or individuals?

Section A: Skills activity
Objective: To provide you with an opportunity to show you have the required skills for this unit.

Thisactivity will enable you to demonstrate the following skills:
» Reading
o Review workplace documentation completed by colleague
» Oral communication
o Use active listening and open questioning techniques to confirm understanding.
» Numeracy
o Calculate adequate time required for coaching and for the colleague to complete required tasks.
» Planning and organising skills
o Complete own work tasks within designated timeframes and simultaneously coach others in their job skills

Answer the activity in as much detail as possible, considering your organisational requirements.

In a workplace situation, carry out (or simulate carrying out) the following skills:
1. Describe and review a piece of workplace documentation completed by a colleague
2. Demonstrate active listening and open questioning techniques
3. Organise coaching sessions and task completion times
4. Manage own work tasks whilst coaching others in job skills

Section B: Knowledge activity

Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

The answers to the following questions will enable you to demonstrate your knowledge of:
» Communication techniques suitable to a workplace training context
» Objectives and scope of the coaching
» Factors which impact need for coaching:
o Direction from colleagues
o Own observation and workplace experience
o Request for coaching from colleagues to be coached
» Key principles of training:
o Explanation
o Demonstration
o Review
o Listening to trainee explanation
o Observing and evaluating trainee demonstration
o Providing feedback
» Legislative work health and safety and hygiene requirements
» Possible causes of performance problems or difficulties:
o Breakdown in communication
o Inappropriate circumstances for coaching
o Insufficient opportunity to practice
o Language or cultural barriers
o Shyness or lack of confidence.

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. What communication techniques can you use in a workplace coaching context?
2. How can you determine the objectives and scope of a coaching session?
3. What factors impact the need for coaching?
4. Describe how you would apply the key principles of training to your own workplace coaching context
5. Describe how legislative work health and safety and hygiene requirements impact your workplace coaching
6. Describe how you can identify causes of performance problems or difficulties

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 followingperformanceevidence:
» Provide effective on-the job coaching to four different colleagues
» Address identified performance problems or difficulties experienced by colleagues in each of the above coaching sessions and rectify or refer as appropriate
» Evaluate colleagues' performance and provide constructive feedback as part of above coaching sessions
» Demonstrate the following during each of the above coaching activities:
o Clear communication and demonstration of the organisational tasks required of the colleague
o Completion of training within commercial time constraints
o Application of the key principles of training.

Answer the activity in as much detail as possible, considering your organisational requirements.

As a workplace project (or simulated workplace project), coach four or more different colleagues in job skills. This should include demonstration of the following skills:

1. Identification and rectifying of any performance problems or difficulties
2. Evaluation and feedback of colleagues performance in coaching sessions
3. Communication necessary for performance of required tasks
4. Ability to explain, advise and demonstrate effectively to colleagues

BSBDIV501 Manage diversity in the workplace

Activity 1A
Objective To provide you with an opportunity to locate and review diversity policy.
Workplace activity At your place of work (or as a simulated workplace activity as directed by your trainer/assessor) obtain your diversity policy and make a review of this. Provide details of your diversity policy and the findings of your review (e.g. whether this is current and if it covers the needs of your organisation).

Activity 1B
Objective To provide you with an opportunity to determine diversity policy application to specific work content.
Q&A Provide a brief outline of how diversity policy needs to apply to your place of work/type of business.

Activity 1C
Objective To provide you with an opportunity to ensure diversity policy actions are understood and implemented by the relevant parties.
Q&A How can you ensure that diversity policy actions are implemented successfully in the workplace?

Activity 1D

Objective To provide you with an opportunity to understand the importance of providing feedback and suggestions for improvement, currency and efficacy of diversity policy.
Q&A 1. Why is it important to provide feedback for ensuring that diversity policy is correctly implemented?

2. Provide four suggestions that could be made in relation to your workplace (or an example workplace), to improve current diversity policy and actions.

Activity 2A
Objective To provide you with an opportunity to address own prejudices and demonstrate respect for difference in personal interactions.
Case study activity Choose a situation that you have experienced at work to assess if your communications or actions were influenced by prejudices. Provide a brief description of this experience and how your communications or actions could have been improved without the influence of prejudice.

Activity 2B
Objective To provide you with an opportunity to aim for diversity in selecting and recruiting staff.
Q&A 1. How can you attract a diverse range of candidates in your recruitment?

2. How can you ensure that selection and interview processes are fair?

Activity 2C
Objective To provide you with an opportunity to identify and address training needs to address issues of difference in the team.
Workplace activity At your workplace (or an example workplace), assess the training needs that are required to address differences within the team, to help improve team work.

Activity 2D
Objective To provide you with an opportunity to understand how to manage tensions and encourage collaboration and respect between staff who struggle to work effectively with difference.
Role play activity As a role play activity within the learning group, work in small teams of approximately 5 people (or as directed by your trainer/assessor).

One individual should represent the person in charge of the work team, while the other members should represent the work team itself. Each member of the work team should represent a different diverse group (of your own choosing) and should apply this in a workplace discussion on how to perform a work task (you should also decide in the group the work task to be used for the role play).

The person in charge should use their skills to manage the differences and any tensions that relate to how the task should be performed by the team, i.e. different outlooks, understanding and approaches.

Activity 2E
Objective To provide you with an opportunity to understand how to assist staff to see that working effectively with difference is a strength that can improve the organisation's products, services and customer relations.
Q&A Provide five examples of how differences can be used as strengths in work teams.

Activity 2F

Objective To provide you with an opportunity to manage allegations of harassment and address complaints according to established organisational procedures.
Q&A Provide details of what is included in the grievance procedure at your workplace (or an example workplace).

Activity 3A

Objective To provide you with an opportunity to promote the organisation's workforce diversity in internal and external forums to enhance the company's image and reputation.
Q&A Give an example of how workforce diversity can be promoted in both an internal and an external forum.

Activity 3B
Objective To provide you with an opportunity to capture ideas and information from the diversity in the workforce to enhance products and services and contribute to competitive advantage; and support organisational efforts to value diversity.
Group discussion activity In a group discussion, as directed by your trainer/assessor, discuss how ideas and information on diversity can be obtained in the workplace to improve organisational business, and how organisations can show value in diversity.

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
» Navigate the world of work
» Interact with others
» Get the work done

Answer the activity in as much detail as possible, considering your organisational requirements.

1. As a workplace activity (or simulated workplace activity) you will need to be observed in the workplace conducting the following with your work team/employees:

» In verbal and non-verbal communications, provide information to the work team on diversity and the diversity objectives of the organisation, you should use and refer to workplace policy documentation and procedures to support this
» Provide guidance and assistance to the work team during the course of your work shift to achieve diversity objectives in working procedures, pay special care to your own actions to ensure these are not influenced by prejudices,

Section B: Knowledge activity

Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

The answers to the following questions will enable you to demonstrate your knowledge of:
» Outline formal and informal complaints procedures
» Identify and outline key features of relevant current legislation regarding:
o age discrimination
o disability discrimination
o racial discrimination
o sex discrimination
o human rights
o equal opportunity

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. To comply with both organisational and legal requirements, provide details of your organisation's (or an example organisation's) formal and informal complaints procedures.

2. How do the following legislative acts assist in positive diversity and inclusion in the workplace?

» Age Discrimination Act 2004
» Disability Discrimination Act 1992
» Racial Discrimination Act 1975
» Sex Discrimination Act 1984
» Australian Human Rights Commission Act 1986.

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 followingperformanceevidence:
» Demonstrate the application of diversity policy in a work context
» Critically review a diversity policy
» Implement strategies to ensure that diversity is understood and respected in the work team
» Demonstrate compliance with procedures for handling complaints or harassment allegations
» Promote the benefits of diversity to others

Answer the activity in as much detail as possible, considering your organisational requirements.

At your workplace (or ina simulated workplace environment), perform the following tasks. These will need to be observed by your assessor/third party and all observations recorded in the observations and demonstrations checklist document.

1. Critically review a diversity policy as it applies to one area of your work and identify how this can be applied into working practices.

2. Formulate and implement at least three strategies with your work team to help diversity understanding and respect within the team.

3. In a workplace complaint or harassment allegation follow organisational procedures to handle and help resolve this.

4. Actively promote the benefit of diversity to other employees or your work team.

SITXCOM005 Manage conflict

Activity 1A
Objective To provide you with an opportunity to identify potential for conflict and take swift and tactful action to prevent escalation.
Identify five signs of potential conflict in the workplace.

Identify three ways of preventing the escalation of workplace conflict.

Activity 1B
Objective To provide you with an opportunity to identify situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.
Identify five signs of threatening behaviour in the workplace.

Which rules should be followed when there is a significant risk to personal safety in the workplace?

Activity 1C
Objective To provide you with an opportunity to identify and use resources to assist in managing conflict.
Outline the ways in which the following resources can assist you when it comes to the management of workplace conflict

» Counsellors
» Internal security staff
» Mediators
» Other staff members
» Police

Activity 2A

Objective To provide you with an opportunity to establish and agree on the nature and details of conflict with all parties and assess impact.
This is a practical activity which will require you to establish and agree on the nature of a conflict that has occurred in your workplace. It will be necessary to hold discussions with the respective parties and find out about their perspectives. The interest-based relational approach may be used for the identification of conflict causes. You should record all of the key details and outline the potential causes of the conflict.

Identify four negative impacts that conflict may have upon your organisation.

Activity 2B
Objective To provide you with an opportunity to manage conflict within scope of own role and responsibilities, and according to organisational procedures.
Imagine that a customer has become intoxicated and is acting in an aggressive manner. How should you respond to this situation in accordance with the scope of your own role and responsibilities?

Identify five types of procedures that apply to the management of conflict within your organisation.

Activity 2C
Objective To provide you with an opportunity to take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.
Outline five strategies that can be used during the conflict resolution process.

Identify five impact factors which will have a bearing on your ability to resolve workplace conflict.

Why might assistance be required when attempting to deal with conflict and which options are available to you?

Activity 2D
Objective To provide you with an opportunity to identify and evaluate impact of conflict on business reputation and legal liability.
Identify five ways in which the management of conflict may affect your business reputation.

Identify four legal requirements that should be met by businesses in the tourism, travel, hospitality, and events industries.

Activity 2E
Objective To provide you with an opportunity to evaluate options to resolve the conflict, taking into account organisational policies and constraints.
Imagine that you have been given responsibility for managing a conflict between two employees who have different ideas about the adoption of business practices. Outline the steps that you would follow in order to evaluate options for the resolution of this conflict.

Identify five examples of organisational policies and constraints that should be taken into account when evaluating conflict resolution methods.

Activity 2F
Objective To provide you with an opportunity to implement the best solution and complete required reports.
Detail five steps that should be taken when implementing the conflict resolution process.

Provide five examples of records and reports that should be completed as part of the conflict management process.

Activity 3A
Objective To provide you with an opportunity to communicate with parties involved to seek and provide feedback on conflict and its resolution.
Identify five communication techniques which may be used during the management of conflict.

Specify five rules that should be followed when providing constructive feedback about the conflict resolution process.

Activity 3B
Objective To provide you with an opportunity to evaluate and reflect on the conflict and effectiveness of the solution.
What is an organisational debriefing and how can it be used in the review and evaluation of the conflict management process.

Identify five details that should be included in an evaluation report.

Activity 3C
Objective To provide you with an opportunity to determine possible causes of workplace conflict and provide input for workplace enhancement and improvements.
Identify eight potential causes of workplace conflict.

Why might conflict management workshops and training be arranged by your organisation?

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 skills to:
» Research sources of internal and external assistance to resolve the conflict Writing skills to:
» Prepare reports, noting comprehensive details of the conflict, the parties involved, discussions with all parties and the resolution
Initiative and enterprise skills to:
» Consider and suggest changes to workplace practices to avoid future conflict Teamwork skills to:
» Discuss and resolve conflicts between team members

Answer the activity in as much detail as possible, considering your organisational requirements.

1. This is a practical activity which will require you to resolve a conflict between two or more employees. You will need to research and utilise appropriate sources of internal and external assistance. It will also be necessary to arrange and partake in workplace discussions for successful resolution of the conflict. Finally you will need to prepare a report, noting comprehensive details of the conflict, the parties involved, discussions with all parties, and the resolution.

2. This is a practical activity which will require you to consider the details of any conflicts that have happened recently in your workplace. You should analyse the reasons for these conflict and suggest changes to limit the risk of reoccurrence.

Section B: Knowledge activity

Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

» Commonly occurring conflict situations in the tourism, travel, hospitality and event industries and their typical causes
» Conflict theory:
o signs
o stages
o levels
o factors involved
o results
» Conflict-resolution techniques:
o assertiveness
o negotiation
o use of appropriate communication
» Resources to assist in managing conflict:
o counsellors
o internal security staff
o mediators
o other staff members
o police
o senior staff
» Communication techniques:
o active listening
o empathising with the person's situation while upholding organisational policy
o non-verbal communication and recognition of non-verbal signs
o language style
o questioning techniques
o those appropriate to different social and cultural groups
» Organisational policies and procedures for complaint, conflict and dispute resolution

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. Can you give five examples and causes of conflict that are commonly encountered in the tourism, travel, hospitality and event industries?

1. Can you identify five signs of potential conflict in the workplace?

2. Can you describe five stages of conflict in the workplace?

3. Can you identify three levels of workplace conflict?

4. Can you identify four potential results of conflict in the workplace?

5. Can you identify four ways of demonstrating assertiveness when dealing with workplace conflict?

6. Can you identify three communication techniques that can be used for the effective resolution of conflict?

7. Can you identify four resources that can assist in the management of workplace conflict?

8. Can you identify four communication skills that should be used when dealing with conflict situations?

9. Which of your organisational policies and procedures relate to complaint, conflict, and dispute resolution?

Section C: Performance activity

Objective: To provide you with an opportunity to demonstrate the required performance elements for this unit.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

» Resolve escalated complaints or disputes with customers in relation to at least three of the following matters:
o delays or poor timing of product or service supply
o incorrect pricing of product or service
o delays or errors in providing product or service
o misunderstanding of customer request or communication barrier
o problem or fault with product or service
o refused entry or ejection from premises
» Resolve team member disputes in relation to at least two of the following complex matters:
o dispute or argument among work colleagues
o job duties or rosters
o lack of competence
o worker mistake
o dismissal
o cultural misunderstanding
» Take appropriate action in response to at least two of the following threat or conflict situations:
o customer refusing to leave or be pacified
o drug or alcohol-affected person
o person who appears to be violent or are threatening
o people involved in physical violence
o person with gun or arms
o situation where someone has been or may be hurt
» Use a range of conflict-resolution techniques and communication skills when seeking to resolve above situations

Answer the activity in as much detail as possible, considering your organisational requirements.

1. This is an ongoing practical activity which will require you to resolve escalated complaints or disputes with customers in relation to at least three of the following matters.

» Delays or poor timing of product or service supply
» Incorrect pricing of product or service
» Delays or errors in providing product or service
» Misunderstanding of customer request or communication barrier
» Problem or fault with product or service
» Refused entry or ejection from premises

You will need to use a range of conflict resolution techniques and communication skills in order to deal with the different situations.

2. This is an ongoing practical activity which will require you to resolve team member disputes in relation to at least two of the following complex matters.

» Dispute or argument among work colleagues
» Job duties or rosters
» Lack of competence
» Worker mistake

» Dismissal
» Cultural misunderstanding

You will need to use a range of conflict-resolution techniques and communication skills in order to successfully address the workplace issues.

3. This is an ongoing practical activity which will require you to take appropriate action in response to at least two of the following threat or conflict situations.

» Customer refusing to leave or be pacified
» Drug or alcohol-affected person
» Person who appears to be violent or are threatening
» People involved in physical violence
» Person with gun or arms
» Situation where someone has been or may be hurt

SITXFSA002 Participate in safe food handling practices

Activity 1A
Objective To provide you with an opportunity to access and use relevant information from organisational food safety program.
1. Why is it important to follow a food safety program?

2. What are the key requirements of a food safety program?

3. Locate a copy of your own organisation's food safety program. Identify at least THREE safe work procedures which you are required to undertake in your own job role.

Activity 1B
Objective To provide you with an opportunity to identify policies and procedures in food safety program.
1. What is the purpose of the policies and procedures in your organisation's food safety program?

2. What aspects of food handling should policies and procedures cover?

3. Briefly describe a food handling procedure that is in place in your organisation. Explain why this procedure exists - what hazards does this procedure prevent or deal with?

Activity 1C
Objective To provide you with an opportunity to describe key features of hazard control and critical control points.
1. Give examples of food hazards in the following categories:

» Chemical
» Insects and vermin
» Microbiological
» Physical
» Process-related.

2. Define and give an example of a critical control point.

3. Give examples of steps which you take to minimise risks at each of the following critical control points. (Please omit any steps which are not relevant in your job role).

» Receiving
» Storing
» Preparing
» Processing
» Displaying
» Serving
» Packaging
» Transporting
» Disposing.

4. What are the critical control points in the following scenario?

‘A hotel kitchen takes a weekly delivery of raw chicken which is packaged in sealed packaging. The chicken is stored until it is needed. It is then prepared and cooked in a variety of dishes. The dishes are served at a hot service counter in the hotel. Chicken dishes which are not served are then brought back to the kitchen and are either disposed of, or they are stored for evening service. In some cases, the leftover food is used in other dishes the following day (e.g. soups; casseroles; etc.).'

Activity 1D
Objective To provide you with an opportunity to describe food safety monitoring processes and required documentation.
1. How do you monitor the safety of the following types of food, and how frequently do you do this? You may contextualise your answer to your own job role, e.g. fresh vs. frozen meat.

Please omit any that do not apply.

» Cheese
» Bananas
» Frozen vegetables
» Flour
» Eggs
» Potatoes
» Meat
» Seafood.

2. What is the purpose of documenting food monitoring processes?

3. List all food monitoring documents that you use in your own job role.

Activity 1E
Objective To provide you with an opportunity to describe the importance of reporting non-compliant practice and its process.
1. Why is it important to identify and report non-conforming practices?

2. Discuss examples of non-conforming practice that you have observed. What did you do about it? If you saw similar non-conformances in future, what would you do about it?

3. How would you respond to each of the following food hazards?

» When taking a delivery, you discover that the seal on a package of cooked ham is split
» The windows are open and insects are coming into the food preparation area
» Cooked food has been placed on the shelf below raw chicken in the fridge
» A light bulb fell from the light fitting overhead and smashed in a food preparation area.

Activity 1F
Objective To provide you with an opportunity to describe appropriate corrective actions within scope of job responsibility for incidents where food hazards are not controlled.
1. What types of incidents indicate that food hazards have not been correctly controlled?

2. Describe what action would you take in your role if:

» A customer complained about a dish being ‘off'
» You found dry goods in the store room which were over 6 months out of date
» The food preparation area was dirty
» Food was visibly contaminated with vermin faeces.

Irrelevant scenarios may be omitted.

Activity 2A
Objective To provide you with an opportunity to select food storage conditions for specific food type.
1. Where and how would you store each of the following food types?

» Dairy
» Dried goods
» Eggs
» Frozen goods
» Fruit and vegetables
» Meat and fish.

2. Why is it important to select the correct storage conditions for the food being stored?

Activity 2B
Objective To provide you with an opportunity to store food in environmental conditions that protect against contamination and maximise freshness, quality and appearance.
Which foodstuffs would you store in each of the following storage conditions?

» Refrigerator
» Freezer
» Dry stores.

Activity 2C
Objective To provide you with an opportunity to store food at controlled temperatures and ensure that frozen items remain frozen during storage.
1. What are the key principles of temperature control in relation to food safety?

2. What are some of the requirements of keeping frozen foods frozen?

Activity 3A
Objective To provide you with an opportunity to use cooling and heating processes that support microbiological safety of food.
1. What is the 4-hour/2-hour rule?

2. What methods can you use to cool food?

3. What guidelines should you follow when heating food?

Activity 3B
Objective To provide you with an opportunity to monitor food temperature during preparation using required temperature measuring device to achieve microbiological safety.
1. What temperature measuring devices can be used to monitor food temperature when preparing food?

2. Write the correct procedure for using a temperature probe.

3. Describe how to calibrate a temperature probe.

Activity 3C

Objective To provide you with an opportunity to ensure safety of food prepared, served and sold to customers.
1. What controls should you follow to ensure the safety of food prepared, served and sold to customers?

2. Describe how you would ensure the safety of the following food items:

» Customer-operated hot drinks dispenser (e.g. coffee machine)
» Pre-packaged sandwiches
» Self-service counter (e.g. salad bar; cake/pastries counter; etc.).

3. How can you ensure the safety of food served to customers from high-risk groups?

4. Identify two things you must check from each section of the Allergy Aware Checklist in Chapter 3.3 of the Learner Guide.

These sections are:

» Know your ingredients
» Avoid cross-contamination
» Listen to your customers
» Educate your staff.

5. Identify three things you can do to avoid risks associated with handling and serving eggs.

Activity 4A
Objective To provide you with an opportunity to store, display and provide single use items so they are protected from damage and contamination and identify instructions for items intended for single use.
1. Which single-use items are used in your organisation? What are their instructions for use?

2. Which general guidelines should you follow when handling single use items?

Activity 5A
Objective To provide you with an opportunity to describe proper practice to clean and sanitise equipment, surfaces and utensils.
1. What guidelines do you follow to clean the following from equipment, surfaces and utensils?

» Dirt
» Food waste
» Grease
» Pest waste.

2. How would you clean and sanitise the following?

» Chopping board used to prepare raw poultry
» Metal spoon used for stirring and serving hot dishes
» Knives used for a variety of purposes
» Food preparation surfaces.

3. Describe the steps involved in cleaning a temperature probe.

Activity 5B
Objective To provide you with an opportunity to use appropriate containers and prevent accumulation of garbage and recycled matter.
1. Why is it important to manage garbage and recycled matter?

2. How do you manage the following types of waste in your workplace?

» Vegetable peelings
» Waste from raw meat, fish and poultry
» Packaging materials
» Food waste from customers' plates
» Eggshells.

3. Which waste management procedures are in place in your organisation?

Activity 5C
Objective To provide you with an opportunity to identify and report cleaning, sanitising and maintenance requirements.
What would you do in the following situations?

» You notice dirt and grease on knives and spoons that are on the same chopping board as pastries that are being prepared for service
» The temperature probe is not working properly
» You notice some chips in the glasses that are being prepared for service
» The motor on the food mixer seems to be working slowly and is not mixing properly.

Activity 5D
Objective To provide you with an opportunity to discuss the dangers of chipped, broken or cracked eating, drinking or food handling utensils.
Why are chipped, broken or cracked drinking or food handling utensils dangerous?

Activity 5E
Objective To provide you with an opportunity to take measures within scope of responsibility to ensure food handling areas are free from animals and pests and report incidents of animal or pest infestation.
1. What steps can be taken to ensure that food handling areas are free from animals and pests?

2. What signs might alert you to the presence of the following pests and animals?

3. In your own job role, what would you do if you suspected the presence of animals or pests on the premises?

Activity 6A
Objective To provide you with an opportunity to describe the disposal process for waste, including keeping foodstuffs separate before disposal.
1. Which foods may it be necessary to dispose?

2. How might food for disposal be dealt with?

3. In your own organisation, where do you store food for disposal before it is disposed? How do you prevent contamination of foods that will be consumed?

Activity 6B
Objective To provide you with an opportunity to dispose of food promptly to avoid cross- contamination.
What may be involved in disposing of food promptly?

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 skills to:

» Read and interpret food safety programs, policies, procedures and flow charts that identify critical control points
Writing skills to:

» Complete documentation for monitoring food safety Numeracy skills to:

» Calibrate and use a temperature probe and calculate timings Planning and organising skills to:

» Coordinate different food handling tasks to take account of food safety issues.

Answer the activity in as much detail as possible, considering your organisational requirements.

1. Read a copy of your organisation's food safety program and highlight all procedures that relate to your own job role.

2. Fill in at least TWO documents for monitoring food safety. Attach these to your workbook.

3. Use a temperature probe to check the temperature of a food item.

This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.

4. Conduct a work task which requires you to handle food. Demonstrate how you co-ordinate this task to avoid contamination or other food safety issues.

This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.

Section B: Knowledge Activity
Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

The answers to the following questions will enable you to demonstrate your knowledge of:

» Key features of commonwealth, state or territory and local food safety compliance requirements as they impact workers at an operational level
» Hazard analysis and critical control points (HACCP) or other food safety system principles, procedures and processes as they apply to particular operations and different food types
» Contents of organisational food safety program, especially procedures, associated requirements, and monitoring documents
» Food safety monitoring techniques
» Methods to ensure the safety of food served and sold to customers
» Safe food handling practices for the following different food types
» Equipment operating procedures, especially how to calibrate, use and clean a temperature probe and how to identify faults
» Choice and application of cleaning, sanitising and pest control equipment and materials
» Cleaning, sanitising and maintenance requirements relevant to food preparation and storage
» High risk customer groups
Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. At an operational level in your own job role, how does each of the following impact you?
» Contents of national codes and standards that underpin regulatory requirements
» Reasons for food safety programs and what they must contain
» Local government food safety regulations and inspection regimes
» Consequences of failure to observe food safety policies and procedures
» Meaning of contaminant, contamination and potentially hazardous foods as defined by the Australia New Zealand food standards code.

2. Identify and summarise each of the following as they relate to your own organisation and specific work practise.
» Critical control points for the specific food production system and the predetermined methods of control, especially time and temperature controls used in the receiving, storing, preparing, processing, displaying, serving, packaging, transporting and disposing of food
» Main types of safety hazards and contamination
» Conditions for development of microbiological contamination
» Environmental conditions and, temperature controls, for storage
» Temperature danger zone and the two-hour and four-hour rule.

3. In your own organisation's food safety program, identify each of the following:
» Food safety procedures and associated requirements
» Monitoring documents that must be completed.

4. Describe the correct procedure for each of the following:
» Bacterial swabs and counts
» Checking and recording that food is stored in appropriate timeframes
» Chemical tests
» Monitoring and recording food temperatures using a temperature measuring device accurate to plus or minus one degree Celsius
» Monitoring and recording temperature of cold and hot storage equipment
» Visually examining food for quality review.

5. Describe your food safety requirements in relation to each of the following:

» Packaging control:
o using packaging materials suited to foods
o monitoring of packaging damage
» Protective barriers
» Temperature control
» Supervision of food displays
» Utensil control
» Providing separate serving utensils for each dish.

6. Which practices must be implemented for the safe handling of each of the following food types?
» Dairy
» Dried goods
» Eggs
» Frozen goods
» Fruit and vegetables
» Meat and fish.

7. Outline the operating procedures for all equipment that you use to ensure food safety, including those for temperature probes.

8. How do you make appropriate choices for cleaning and sanitising work areas, utensils and other equipment?

9. What are your requirements in relation to each of the following?
» Cleaning:
o dirt
o food waste
o grease
o pest waste removal
» Sanitising:
o eating and drinking utensils
o food contact surfaces
» Maintenance:
o recalibrating measurement and temperature controls
o minor faults.

10. Which groups of customers are at a high-risk of suffering from the effects of food safety issues?

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:

» Demonstrate use of safe food handling practices in food handling work functions on at least three occasions
» Demonstrate the correct methods of controlling food hazards at each of the following critical control points:
o receiving
o storing
o preparing
o processing
o displaying and/or serving
o packaging
o transporting
o disposing.

Answer the activity in as much detail as possible, considering your organisational requirements.

1. Demonstrate use of safe food handling practices in food handling work functions on at least THREE occasions

2. Demonstrate the correct methods of controlling food hazards at each of the following critical control points:

» Receiving
» Storing
» Preparing
» Processing
» Displaying and/or serving
» Packaging
» Transporting
» Disposing.

SITXGLC001 Research and comply with regulatory requirements

Activity 1A
Objective To provide you with an opportunity to identify sources of information for compliance with laws and licensing for business operations.
Make a list of sources of information for compliance with laws and licensing for your specific organisation's business operations.

Activity 1B
Objective To provide you with an opportunity to evaluate areas of business operation and determine scope of compliance requirements.
Evaluate the areas of your own organisation's business operation and determine the scope of your compliance requirements.

Activity 1C
Objective To provide you with an opportunity to access regulatory information relevant to specific business operation.
Access regulatory information relevant to your organisation's specific business operation. Use the information you have researched to create a 10-minute PowerPoint presentation on compliance to your class.

This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.

Research may be completed outside of class time, if preferred by the assessor.

Activity 1D
Objective To provide you with an opportunity to identify risks, penalties and consequences of non-compliance.
Using the scope of compliance that you have identified in previous questions, outline the risks, penalties and consequences of non-compliance with at least THREE mandatory regulations/Acts, etc.

Activity 1E
Objective To provide you with an opportunity to describe the circumstances that may require specialist legal advice.
Under what circumstances might an organisation need to seek specialist legal advice?

How might you seek specialist legal advice?

Activity 2A
Objective To provide you with an opportunity to develop and clearly articulate regulatory policies and procedures in a format readily accessible to all personnel.
Write a section for inclusion in an employee handbook. It may cover any aspect of regulation, policy and/or procedure that you choose. What you write should be clearly worded and suitable for your audience. It must also accurately reflect policy, procedure and legal requirements for staff in your organisation.

Activity 2B
Objective To provide you with an opportunity to outline the roles and responsibilities of personnel for regulatory compliance in policies and procedures.
What may be the roles and responsibilities for a designated compliance officer?

Identify at least THREE work members in your organisation. What are their individual compliance roles and responsibilities? Why do you think they were nominated for these?

Activity 2C
Objective To provide you with an opportunity to distribute policies, procedures and legal information to personnel at appropriate times.
During a class, distribute the section of an employee handbook that you created in Activity 2B. Respond to any questions or concerns from class members.

Activity 2D
Objective To provide you with an opportunity to discuss information updates.
When may an information update be required on policies, procedures and legal requirements?

How might information updates be organised?

Activity 3A
Objective To provide you with an opportunity to identify the relevant regulatory authorities.
Which are the regulatory authorities that govern your industry and/or industry sector for your location? List them.

Activity 3B
Objective To provide you with an opportunity to maintain business and occupational licences and check contractor compliance to avoid risk to business.
Using the Australian Business Licence and Information Service (ABLIS), conduct a search for which business and occupational licenses your organisation must have to operate legally.

What are some of the things that a contractor may need to have to be operating legally?

What are some things that may indicate that a contractor is acting in compliance with their legal requirements?

Activity 3C

Objective To provide you with an opportunity to continuously evaluate business operations for non-compliance and implement modifications
Assess one area of business operations within your organisation for its compliance with regulatory policy and procedure (an audit). Where a template for this exists, e.g. a checklist, this should be used. Write a summary of your findings.

Activity 4A
Objective To provide you with an opportunity to identify opportunities to maintain knowledge of current regulatory requirements.
What are some of the methods you can use to maintain knowledge of current regulatory requirements?

Activity 4B
Objective To provide you with an opportunity to list organisational communication methods to share updated regulatory knowledge.
Which organisational communication methods are used within your organisation to share updated regulatory knowledge?

Activity 4C
Objective To provide you with an opportunity to review plans, policies and procedures for compliance with current laws and licensing requirements.
Review one of your organisation's plans, policies or procedures for compliance with current laws and licensing requirements.

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 skills to:
» Interpret unfamiliar and complex materials describing regulatory requirements
» Research regulatory requirements specifically applicable to the business operation Writing skills to:
» Write comprehensive yet easily accessible regulatory policies and procedures
» Complete complex documentation required by regulatory authorities Oral communication skills to:
» Consult with regulatory authorities to determine the scope of compliance requirements Problem-solving skills to:
» Evaluate areas of business operation and determine scope of compliance Planning and organising skills to:
» Research, establish and regularly monitor all components of a business compliance system
Answer the activity in as much detail as possible, considering your organisational requirements.

1. Read the Copyright Act 1968. How could the requirements of this Act be incorporated into organisational policy and procedure?

2. Complete an application form for a license that your organisation requires. Do not submit this, but attach the completed form to your workbook.

3. Consult with a relevant regulatory authority to determine the scope of compliance in ONE business area.

4. Outline all components of your organisation's business compliance plan. Where one does not exist, use your knowledge of your organisation's legal and regulatory requirements to draft one.

Section B: Knowledge activity

Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

The answers to the following questions will enable you to demonstrate your knowledge of:
» Legal responsibilities and liabilities of managers and directors in varying business structures
» Sources of information and advice on regulatory compliance
» Functions and general operating procedures of regulatory authorities of particular relevance to the tourism, hospitality and events industries
» Methods of receiving updated information on laws and licensing requirements
» Use of policies and procedures in managing regulatory compliance
» Formats for and inclusions in policies and procedures
» Objectives and primary components of local, state, territory and commonwealth government laws to which all types of businesses must comply
» Objectives and primary components of laws, codes, standards and licensing requirements that impact on specific operators in the tourism, hospitality and event industries; chosen to be applicable to the individual's context
» For each relevant law, code, standard and licensing requirement, the depth of knowledge must cover:
o key practices that are prohibited by the law
o auditing and inspection regimes
o main consequences of non-compliance
o need to apply for and maintain business or occupational licensing and associated mandatory training and certification requirements
o requirements for record keeping and acceptable record keeping mechanisms
o statutory reporting requirements for businesses
o key business insurances required
o adherence to mandatory codes of conduct enshrined in legislation
o requirements to develop and implement plans, policies, codes of conduct or incorporate certain business practices
o rights and responsibilities of employees and employers
o other specific action that must be taken for legal compliance
» Opportunities to maintain knowledge of regulatory requirements

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. What are your legal responsibilities in the context of your own business structure? What liabilities will you face if you fail to fulfil these responsibilities?

2. Give examples of specific sources of information for your organisation from each of the following categories:

» Industry associations
» Government departments or regulatory agencies
» Reference books

3. Outline the functions and general operating procedures of at least ONE regulatory authority for your specific industry/sector.

4. What are some methods of receiving updated information on laws and licensing requirements?

5. How are policies and procedures used in your organisation to manage regulatory compliance?

6. Detail the proper format for and inclusions in policies and procedures for your organisation.

7. Describe the objectives and primary components of at least THREE local, State, Territory and Commonwealth government laws to which all businesses must comply and that cover:

» Anti-discrimination, especially provisions for equal employment opportunity (EEO) and harassment
» Australian Consumer Law (ACL) especially provisions for refunds, exchanges and cancellations, terms and conditions of quotations and consumer contracts
» Contracts
» Employer superannuation contributions
» Environmental protection especially provisions for environmental hazard identification, use of minimal impact practices and reporting of incidents
» Fair Work Act 2009, especially provisions for National Employment Standards (NES)
» Local community protection, especially provisions for land management and access and protecting the lifestyle of neighbouring residents
» Taxation
» Workplace relations
» Public liability and duty of care
» Work health and safety
» Workers' compensation, especially provisions for injury reporting and occupational rehabilitation

8. Describe the objectives and primary components of laws, codes, standards and licensing requirements of at least THREE of the following, in the context of your specific industry or sector:

» Copyright Act 1968
» Criminal Code Act 1995 as it relates to child sex offences outside Australia
» European Economic Directive of Foreign Travel
» Food safety
» Food Standards Australia New Zealand Act 1991
» Liquor licensing, especially as it relates to the responsible service of alcohol
» Privacy Act 1988
» Queensland Tourism Services Act 2003
» Residential Tenancy Act
» Responsible conduct of gaming regulation

9. Create a presentation on ONE relevant law, standard or licensing requirement, which shows the following depth of knowledge:

» Key practices that are prohibited by the law
» Auditing and inspection regimes
» Main consequences of non-compliance
» Need to apply for and maintain business or occupational licensing and associated mandatory training and certification requirements
» Requirements for record keeping and acceptable record keeping mechanisms
» Statutory reporting requirements for businesses
» Key business insurances required
» Adherence to mandatory codes of conduct enshrined in legislation
» Requirements to develop and implement plans, policies, codes of conduct or incorporate certain business practices
» Rights and responsibilities of employees and employers
» Other specific action that must be taken for legal compliance

10. List possible opportunities to maintain knowledge of regulatory requirements. Make these specific to your organisation where possible.

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:

» Access and interpret regulatory information and determine the scope of compliance for the operations of a specific tourism, travel, hospitality or events business in relation to at least six different areas of compliance
» Develop policies and procedures for legal compliance with each of the above areas of compliance
» Integrate into compliance planning activities and documentation:
o sources of detailed information and advice on regulatory compliance
o objectives and primary components of a broad range of local, state, territory and commonwealth government laws relevant to the specific to the business operations
o use of policies and procedures in managing regulatory compliance.
Answer the activity in as much detail as possible, considering your organisational requirements.

1. Access and interpret regulatory information and determine the scope of compliance for the operations of your organisation in relation to at least SIX different areas of compliance.

2. Develop policies and procedures for legal compliance with each of the areas of compliance selected in question 1.

3. Integrate into compliance planning activities and documentation:

» Sources of detailed information and advice on regulatory compliance
» Objectives and primary components of a broad range of local, State, Territory and Commonwealth government laws relevant to the specific business operations
» Use of policies and procedures in managing regulatory compliance

This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.

SITXINV002 Maintain the quality of perishable items

Activity 1A
Objective To provide you with an opportunity to conduct temperature checks on delivered goods ensuring they are within specified tolerances.
1. What are the specified tolerances for chilled and frozen goods?

2. Identify four steps that may be taken to ensure that supplies are delivered to your premises within specified tolerances.

Activity 1B
Objective To provide you with an opportunity to record temperature results according to organisational procedures.
Identify five details that should be taken when recording temperature results in accordance with organisational expectations.

Activity 1C
Objective To provide you with an opportunity to identify deficiencies with delivered food items, and reject supply within scope of own responsibility, or report findings.
1. Give five examples of deficiencies which may be identified when inspection delivered food items.

Activity 1D
Objective To provide you with an opportunity to choose and prepare correct environmental conditions for the storage of perishable supplies.
1. Give four examples of foods that should be refrigerated.

2. Identify four factors that have a bearing on the period of safe storage.

Activity 1E
Objective To provide you with an opportunity to date code perishable supplies to maximise their use.
1. Identify three types of perishable foods that should have use-by-dates.

2. How do best-before dates relate to the consumption of perishable foods?

Activity 1F
Objective To provide you with an opportunity to promptly store supplies in appropriate storage area to minimise wastage and avoid food contamination.
1. Give four examples of scenarios involving food wastage.

2. Identify three instances in which food contamination may occur.

3. Specify the areas of your fridge where the following supplies should be kept:

» Fruit juice
» Yoghurt
» Hard vegetables
» Soft vegetables
» Defrosted ingredients.

Activity 2A
Objective To provide you with an opportunity to regularly check and adjust environmental conditions of all storage areas and equipment to maintain perishable supplies at optimum quality and conduct temperature checks according to food safety
procedures, and protect supplies from spoilage.
1. What do the food safety standards specify in relation to the storage of hazardous food?

2. Identify four signs of faulty fridges and freezers.

3. What is the main reason for placing perishable supplies in the refrigerator?

4. Specify four ways of preserving perishable ingredients.

Activity 2B
Objective To provide you with an opportunity to protect supplies from damage of cross- contamination and pests.
1. Identify the three main types of supplies that pose the greatest risk of cross contamination.

2. Detail three measures that may be taken to minimise the risk of cross- contamination.

3. Specify six ways of deterring pests from your premises.

Activity 2C
Objective To provide you with an opportunity to rotate perishable supplies for maximum use according to expiration dates.
1. What is the first in first out stock rotation system and why should it be applied?

2. Can you identify three measures other than use of the first in first out system that can be used to maintain quality and prevent the spoilage of perishable supplies?

Activity 3A
Objective To provide you with an opportunity to regularly check perishable supplies for quality.
Identify and provide short descriptions of five processes which may have negative impacts on the quality of perishable supplies.

Activity 3B
Objective To provide you with an opportunity to inspect items for animal and pest damage and report incidents of infestation.
Identify five potential signs of pest infestations.

Activity 3C
Objective To provide you with an opportunity to identify deficiencies, and report findings or dispose of any non-usable supplies within scope of own responsibility and safely dispose of spoilt stock and waste to minimise negative environmental
impacts.
1. Give four examples of deficiencies that may be identified in relation to perishable supplies.

2. Specify five types of kitchen waste and hazardous substances.

3. Give three examples of environmentally friendly waste management measures.

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:

» Writing skills
» Oral communication skills
» Numeracy skills
» Technology skills

Answer the activity in as much detail as possible, considering your organisational requirements.

A signed observation by either an approved third party or the assessor will need to be included in this activity as proof of completion.

1. This practical activity should be conducted during a shift on your business premises. You will be required to estimate the appropriate times and perform temperature checks of any fridges and freezers. It will be necessary to take accurate readings from a thermometer and record the results in accordance with organisational requirements. You will also have to make and record any temperature adjustments.

This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.

2. This practical activity will require you to identify and dispose of any supplies that have perished. You will need to report your decisions and actions to the supervisor or another senior staff member.

This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.

Section B: Knowledge Activity
Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

The answers to the following questions will enable you to demonstrate your knowledge of:
» Contents of stock date codes and rotation labels
» Meaning of wastage to a commercial catering organisation and reasons to avoid it and
» contaminant, contamination and potentially hazardous foods as defined by the Australia New Zealand Food Standards Code
» Reasons for protecting food from contamination
» Different types of contamination
» Methods of rejecting contaminated food
» Potential deficiencies of delivered perishable food items
» Correct environmental storage conditions for each of the main food types specified in the Performance Evidence
» Food safety procedures and standards for storage of perishable supplies
» Indicators of spoilage and contamination of perishable supplies
» Indicators of quality of perishable items
» Correct and environmentally sound disposal methods for kitchen waste and hazardous substances

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. Which types of food should have date codes on the primary packaging according to Australian law?
2. What do best-before dates indicate?
3. What is the meaning of contaminant according to the Australia New Zealand Food Standards Code?
4. What is the meaning of contamination according to the Australia New Zealand Food Standards Code?
5. Can you three reasons for protecting food from contamination?
6. What is microbiological contamination?
7. What is chemical contamination?
8. Can you identify five options relating to the rejection of food with deficiencies.
9. Can you identify four potential deficiencies of delivered perishable food items?
10. Can you identify appropriate storage conditions, levels of humidity, and temperatures for the following food types?
» Dairy products
» Fruit
» Meat
» Vegetables.
11. What does the Australia New Zealand food safety standard specify in relation to ventilation?
12. Can you specify five indicators of spoilage and contamination of perishable supplies?
13. Can you specify three indicators of quality of perishable items?
14. Can you provide three reasons for minimising the amount of waste that is generated by your business?

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:

» Conduct temperature and quality checks on delivered goods to establish whether they are within allowable tolerances
» Maintain quality of perishable supplies for food and beverage, commercial cookery or catering operations
» Identify spoilt stock and dispose of according to organisational procedures

Answer the activity in as much detail as possible, considering your organisational requirements.

A signed observation by either an approved third party or the assessor will need to be included in this activity as proof of completion.

1. This is an ongoing practical activity which will require you to conduct temperature and quality checks on each of the following delivered goods to establish whether they are within allowable tolerances:

» Cold or chilled foods
» Frozen foods
» Raw foods
» Reheated foods or ingredients

This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.

2. This ongoing practical activity will require you to maintain quality of at least six of the following range of perishable supplies for food and beverage, commercial cookery or catering operations:

» Beverages
» Dairy products
» Frozen goods
» Fruit
» Meat
» Poultry
» Seafood
» Vegetables.

You should ensure that the supplies are kept in suitable storage areas at the appropriate temperatures. Factors such as humidity, ventilation, and protection should also be taken into account. You are advised to use a stock rotation system for the minimisation of wastage. Steps should also be taken to minimise the risk of cross contamination. You will be expected to identify any signs of spoilage or contamination and discard supplies as necessary.

This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.

SITXWHS003 Implement and monitor work health and safety practices

Activity 1A
Objective To provide you with an opportunity to describe how to explain relevant WHS information to personnel.
1. What types of WHS information should be explained to personnel?

2. What methods can you use to explain WHS information to personnel?

3. Describe aspects of WHS particular to your organisation that should be explained to personnel

Activity 1B
Objective To provide you with an opportunity to describe how to make all current WHS information readily accessible to staff.
1. Identify methods you can use to provide staff with WHS information

Activity 2A
Objective To provide you with an opportunity to describe how to monitor adherence to organisational WHS procedures and monitor ongoing compliance with safe work practices.
1. In what ways can you ensure ongoing compliance with safe work practices?

2. What factors should you consider when monitoring compliance?

3. Describe particular WHS procedures staff need to follow specific to your organisation

Activity 2B
Objective To provide you with an opportunity to explain how to take prompt action to address non-compliance with procedures and safe work practices.
1. Identify reasons for non-compliance that would need to be addressed

2. What steps can you take to address non-compliance?

Activity 2C
Objective To provide you with an opportunity to describe how to monitor day-to-day effectiveness of WHS practices in maintaining the health, safety and security of personnel.
1. In what can you assess the effectiveness of WHS practices day to day?

2. What factors should you consider when assessing the effectiveness of WHS practices?

Activity 3A
Objective To provide you with an opportunity to identify how to coordinate the operation of all consultative processes.
1. What consultative processes does your organisation use to coordinate operations?

2. What aspects of operations are influenced by consultative processes?

Activity 3B
Objective To provide you with an opportunity to identify how to provide opportunities for staff members to contribute their views on current and future WHS management practices.
1. What things should you consider to help staff to contribute their views?

2. What methods can you provide for staff members to contribute their views?

Activity 3C
Objective To provide you with an opportunity to identify how to resolve or refer issues raised through WHS consultation to the appropriate person.
1. What steps can you take to help raise and resolve WHS issues?

2. What should you to when deciding to refer WHS issues?

Activity 3D
Objective To provide you with an opportunity to describe how to provide timely staff and own feedback on WHS management practices to the designated person.
1. What information from WHS management practices can you provide to staff or designated persons and how can you provide it?

2. How can you ensure the feedback on WHS management practices is good quality?

Activity 4A
Objective To provide you with an opportunity to identify how to coordinate scheduled hazard identification activities, ensuring hazards are identified at times designated by legislation.
1. What tools can you use to coordinate hazard identification activities?

2. What information should be included on hazard identification forms?

3. What methods can you use to identify hazards?

Activity 4B
Objective To provide you with an opportunity to identify any hazards on an ongoing basis during own day-to-day workplace operations.
1. What types of workplace hazards could you come into contact with?

2. Where are common locations for workplace hazards?

Activity 4C
Objective To provide you with an opportunity to describe how to react to reports of hazards by other workers, and coordinate and participate in risk assessments.
1. When should risk assessments be performed?

2. What should you consider when performing risk assessments?

Activity 4D
Objective To provide you with an opportunity to describe how to implement any risk control methods or refer to appropriate person if control is outside scope of responsibility.
1. What is the hierarchy of control?

2. What is your workplace system for reporting hazards?

Activity 4E
Objective To provide you with an opportunity to identify how to monitor effectiveness of control measures, promptly identify any inadequacies, and resolve or report them to the appropriate person.
1. In what situations should control measures be reviewed?

2. Who are the appropriate persons in your organisation to report control measure inadequacies to?

Activity 5A
Objective To provide you with an opportunity to identify WHS training needs based on regular staff monitoring.
1. What training needs would staff in your organisation have?

2. How can WHS training needs be identified?

Activity 5B
Objective To provide you with an opportunity to identify how to make arrangements for fulfilling training needs.
1. What steps can you take to make arrangements for fulfilling training needs?

2. What methods can you use for WHS training?

Activity 5C
Objective To provide you with an opportunity to identify how to monitor effectiveness of training and make required adjustments.
1. What methods can you use to monitor the effectiveness of training?

2. What should you consider discussing when making adjustments following training?

Activity 6A
Objective To provide you with an opportunity to explain how to complete WHS records and reports accurately and legibly and store according to organisational and legal requirements, and use data and reports to provide reliable and timely
input into the management of workplace health, safety and security.
1. What WHS records and reports does your organisation require?

2. How can you ensure accuracy in completing WHS records?

Activity 6B
Objective To provide you with an opportunity to explain how to minimise use of printed materials and maximise electronic transmission and filing of all documents to reduce waste.
1. What steps can you use to minimise printed materials and reduce waste?

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
o interpret unfamiliar and complex materials describing regulatory requirements for WHS management and organisational policies and procedures
» Writing
o write high level reports about the effectiveness of WHS management practices, making recommendations for change and complete accurate records for regulatory compliance
» Oral communication
o discipline non-compliant personnel
o conduct sometimes complex WHS consultation activities
o explain all WHS procedures and information on safe work practices
» Problem solving
o incorporate the views of other people consulted in the workplace
o analyse WHS system deficiencies and recommend required change
» Teamwork
o monitor staff members' daily compliance with WHS management practices and counsel on non-compliance.

Answer the activity in as much detail as possible, considering your organisational requirements. In a workplace situation, carry out (or simulate carrying out) the following skills:
1. Over the course of one month, identify, read and interpret three unfamiliar and complex materials describing regulatory requirements and organisational policies and procedures for WHS management.

Write a one-two page report outlining the materials you have consulted and three points of information you gained from each.

1. Over the course of one month, analyse and write one report about the effectiveness of WHS management practices, making recommendations for change. You do not have to address all aspects of WHS management. Rather, you should address three specific aspects. Be sure to consult your colleagues during this task, soliciting their observations, thoughts and ideas.

Specifically, you may address:

» Hazard report practices
» Incident report practices
» Risk assessment practices
» Procedures for carrying out different types of work
» Procedures for carrying out workplace inspections
» Emergency evacuation report practices
» Health monitoring report practices
» Equipment maintenance report practices
» WHS induction and training practices
» Practices for completing safety data sheets
»Practices for handling chemicals.

The report should be between two and three pages long. It should include three observations or points of information about current WHS management practices and three recommendations for the future.

2. Over the course of one month, monitor staff members' daily compliance with WHS management practices and identify one employee who is failing to comply with work health and safety procedures and practices. Organise a half hour one-to-one meeting with them to discuss this issue.

Specifically, you should:

» Discuss the reasons for the employee's failure to comply with WHS practices
» Remind the employee of the importance of adhering to WHS practices
» Remind the employee of the WHS practices they need to follow
» Discipline the employee appropriately (remember, these actions should be corrective rather than punitive)
» Develop a compliance plan with the employee.

Throughout the discussion, make sure that you maintain a professional and helpful tone that is firm as well as fair. Your primary goal should be to encourage the employee to act correctly and adhere to all WHS practices, rather than embarrass or belittle them.

Section B: Knowledge Activity
Objective: To provide you with an opportunity to show you have the required knowledge for this unit.

The answers to the following questions will enable you to demonstrate your knowledge of:

» Primary components of relevant state or territory OHS or WHS legislation:
o actions that must be taken for legal compliance
o employer responsibilities to provide a safe workplace
o requirement to consult, and acceptable consultation mechanisms
o requirements for the use of WHS representatives and committees, and their roles and responsibilities
o requirements for hazard identification, risk assessment, risk control and acceptable mechanisms
o requirements for record keeping and acceptable record keeping mechanisms
o requirement to provide information and training
o employee responsibilities to ensure safety of self, other workers and other people in the workplace
o employee responsibility to participate in WHS practices
o ramifications of failure to observe OHS or WHS legislation and organisational policies and procedures
» Specific organisation:
o full content of WHS policies and procedures; and consultation, hazard identification, risk assessment and reporting documents
o methods used for WHS consultation, hazard identification and risk assessment
o options for the provision of training:
» coaching or mentoring in safe work practices
» formal training programs in safe work practices
o hazard identification, risk assessment and control
o WHS policy and procedure induction
o WHS representative or committee
o provision of information, fact sheets and signage to ensure safe work practices
» WHS information:
o consultative arrangements for WHS
o employee roles and responsibilities in WHS management practices
o legal obligations and ramifications of failure to comply
o location of first aid kit and emergency evacuation plan
o WHS training information and updates
o policies:
» overall approach of organisation to WHS
» participation of personnel in WHS management practices
» responsibilities of employees to ensure safety
o procedures
o specific risk control measures relevant to the workplace
o specific regulations and codes of practice
o use of:
» hazard identification reporting documents
» risk assessment template documents
»Consultative processes:
o a diary, whiteboard or suggestion box used by staff to report issues of concern
o fact sheets to fully inform personnel about WHS rights and responsibilities
o formal WHS representatives and committees
o formal meetings with agendas, minutes and action plans
o informal meetings with notes
o WHS discussions with employees during the course of each business day
o recording issues in a management diary

o regular staff meetings that involve WHS discussions
o seeking staff suggestions for content of WHS policies and procedures
o special staff meetings or workshops to specifically address WHS issues
o staff handbook containing WHS information
o surveys or questionnaires that invite staff feedback on WHS issues
» Time requirements for hazard identification:
o when changes to the workplace are implemented:
» before the premises are used for the first time
» before and during the installation or alteration of any plant
» before changes to work practices are introduced
o when any new information relating to health and safety risks becomes available
» Required WHS records and reports:
o consultation
o hazard identification
o incident and accident notifications to WHS regulatory authorities
o incident or accident, near miss reports and related statistics
o monitoring reports and recommendations for change:
» agendas for and minutes of meetings
» committee members
» consultation decisions and follow-up actions
» consultation processes
» diaries of meetings
» WHS information provided to personnel
» risk controls
» safe work practices
o risk assessments
o risk control actions
o training action plans
o training undertaken.

Answer each question in as much detail as possible, considering your organisational requirements for each one.

1. List seven primary components of state or territory WHS legislation.

2. Identify and read your organisation's work health and safety policies and procedures.

Write a two-three page report detailing:

» Three methods used for work health and safety consultation
» Three methods used for identifying hazards
» Three methods used for conducting risk assessments.

Your report should be clear, informative and free from spelling and grammar errors.

3. Identify and read your organisation's work health and safety policies and procedures.

Write a two-three page report detailing:

» The location of the first aid kid
» The emergency evacuation plan
» Three responsibilities every employee has when it comes to ensuring safety.

Your report should be clear, informative and free from spelling and grammar errors.

4. List five consultative processes you could use to discuss work health and safety issues in the workplace.

5. Identify and read your organisation's work health and safety policies and procedures.

Write a two page report detailing your organisation's time requirements for hazard inspection when changes to the workplace are implemented:

» Before the premises are used for the first time
» Before and during the installation or alteration of any plant
» Before changes to work practices are introduced
» When any new information relating to health and safety risks becomes available.

If this information is unavailable, you should speak to your manager/supervisor and solicit their ideas and recommendations. Then write your report accordingly.

Your report should be clear, informative and free from spelling and grammar errors.

6. Explain why it is important to maintain work health and safety records and list five different types of WHS records you may complete.

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:

» Implement and monitor adherence to workplace health and safety procedures in three of the following real or simulated situations:
o evacuation of staff and customers
o security management of cash, documents, equipment, keys or people
o handling chemicals and hazardous substances
o hazard identification and reporting
o incident and accident reporting
o risk assessment and reporting
» Coordinate consultative processes for managing the above workplace health, safety and security issues
» Coordinate risk assessments, WHS training, and the maintenance of records relating to above situations
» Monitor the effectiveness of the WHS system and identify:
o required adjustments
o staff training needs
» Demonstrate management practices that must be implemented for compliance with state or territory occupational health and safety (OHS) or WHS legislation during above situations.

Answer the activity in as much detail as possible, considering your organisational requirements.

1. Over the course of six weeks, implement and monitor adherence to workplace health and safety procedures in three of the following real or simulated situations.

» Evacuation of staff and customers
» Security management of cash, documents, equipment, keys or people
» Handling chemicals and hazardous substances
» Hazard identification and reporting
» Incident and accident reporting
» Risk assessment and reporting.

For each situation, be sure to provide staff with all work health and safety information they need.

During the task, make a record of things that went well and things that could be improved. Then, coordinate a consultative process (e.g. a formal meeting with agendas, minutes and action plans) during which you and your colleagues can discuss the issues that have arisen. You should also take this opportunity to provide staff members with feedback on their performance.

Write a three-four page report outlining the conclusions you have come to and three recommendations on how to improve WHS management in the future through training in line with state or territory WHS legislation.