Qualification Title SIT50416 Diploma of Hospitality Management
Unit of Competency BSBADM502 – Manage Meetings
Assessment Tool Knowledge Test/Project/ Case Study
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Information for Candidate:
• All work is to be entirely of the candidate.
General Information for this assessment:
• Read the instructions for each question very carefully.
• Be sure to PRINT your FULL name & LAST name in every place that is provided.
• Short questions must be answered in the spaces provided.
• For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The student must attach its own work formatted in double space, Arial 12 pts.
• All activities must be addressed correctly in order to obtain a competence for the unit of competency.
• If the candidate doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.
Re-assessment of Result & Academic Appeal procedures:
If a student at Canterbury Business College is not happy with his/ her results, the student may appeal against their result via a written letter, clearly stating the grounds of appeal to the MSS / DSS. This should be submitted after completion of the subject and within 14 days of commencement of the new term.
• An appeal in writing is made to the ACC / MSS providing reasons for re-assessment /appeal.
• ACC / MSS will delegate another faculty member of CBC to review the assessment.
• The student will be advised of the review result done by another assessor.
• If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge, the ACC, the MSS and the DSS OR if need be an external assessor.
• The Institute will advise the student of the appeal decision within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final.
• If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation option with CBC’s nominated mediation agency.
• Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject.
The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid.
• If the student is dissatisfied with the outcome of the assessment marking process, he/she has a right to appeal the assessment results.
• The notice of appeal should be in writing addressed to the MSS / ACC and submitted within seven days of notification of the assessment results.
• If the appeal is not lodged in the specified time, the result will stand as marked.
• In emergency circumstances, such as in cases of serious illness or injury, the student must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate.
• The decision of MSS / ACC will be discussed with the DSS and will be final.
For further information please refer to Student Handbook.
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Assessment Guidelines / Instructions
Please complete the student details section.
This short answer assessment is one form of assessment that is used to collect evidence of competency for this unit.
To demonstrate competence you must correctly answer all questions. Any shortfalls or wrong responses may be followed up by your trainer in verbal, written or practical instance.
If more space is required for any answer you may attach a separate page containing name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission or alternatively use the back of each paper with a clear reference to the relevant question(s).
Ensure you check your work before submitting.
Please note, once the assessor has marked your work they will provide you with feedback.
You will be required to complete other relevant assessment tasks for this unit as instructed by your teacher or trainer.
Part B Case Study / Project
Please complete the student details section.
This Assessment consists of 3 Parts:
Requires you to prepare for a management meeting to discuss a number of issues as outlined on the next page.
Requires you to conduct a meeting with 5 stakeholders, described in Part A, or as determined by your trainer.
Requires you to follow up on the meeting including processing and distribution of minutes, reporting and follow-up on allocation of tasks.
This assessment is one form of assessment type that is used to collect evidence and will count towards gaining competence toward this unit.
To demonstrate competence each part of this project must be addressed.
When you have completed all tasks, check your work before submitting.
Please note once the assessor has marked your work they will provide you with feedback.
You will be required to complete other relevant assessment tasks for this unit.
Assessment Part A
Question 1: ‘Be specific in describing the agenda items’ is one tip for writing an effective agenda. List 4 others.
1. Create your meeting agenda 3 days in advance
2. Start with the simple details
3. Time per topic
4. Include any other pertinent information for the meeting.
Question 2: Which style of meeting would you use to distribute information to staff?
To share information Some meetings provide information to participants without requirement for discussion.
Example A staff meeting is held to inform staff of new phone procedures and advise there will be some disruption to their work stations when new air conditioning is installed next week.
Question 3: Which style of meeting would you use if you needed input and opinions from your staff?
Face-to-face communications, because it can be either formal or informal, one-on-one or in groups. Face-to-face communication allows more easily for gauging others’ reactions to what you are communicating, which allows you to ensure they are hearing what you intend them to hear and understand what you are saying.
Question 4: Give an example from your industry where it would be appropriate to invite an entire department to a meeting.
I would like to send an email invitation to entire department to a meeting
I hope you have been well.
I would like to invite you to attend our annual general meeting (AGM) on Friday 24 of January 2020 at 11 am.
The meeting will be held at level 3, 29-37 Bellevue St, Surry Hills NSW 2010, Sydney
Please find attached a meeting agenda.
As the meeting will likely last longer than 3 hours, we will provide some refreshments for all attendees.
Please let me know if you will be attending the meeting by 10 January 2020.
You can accept or decline the invitation by clicking this link.
Question 5: Give an example from your industry where it would be appropriate to only invite senior staff to a meeting.
I would like to use a hard copy such as letter and send it by post office or by other office boy or you can send it by email, or make a poster.
For example email:
Staff meeting – Wednesday 15 December 2019
As the end of the year approaches, I want to take this opportunity to thank you all for such a huge effort in 2019 at 3 pm. The meeting will be held in our main meeting room upstairs.
I would like to discuss some of the company achievements throughout the year, such as revenues, customer success stories and some personal feedback I’ve received from some of our partners.
I have some other exciting news to announce and as such, I would like you all to attend the meeting as this will mark an important chapter in our company.
Please respond to me by Monday 11 December 2019 to confirm you will be attending
Question 6: List 5 pieces of information you would include when notifying people of a meeting.
1. Meal and other activities available
2. Venue and catering purposes
3. Request for additional items for the agenda
4. Map and any travel details, parking, or methods of transport
5. Time line, or a brief outline of the agenda
Question 7: List 8 aspects you might need to arrange or prepare for meetings.
1. Number of participants
5. Parking area
7. Estimated duration
Question 8: List 5 functions you may perform as chairperson.
1. bring objectivity to meetings and decision making
2. ensure matters are dealt with in an orderly
3. facilitate change and address conflict within the board
4. review governance performance and skills
5. plan for recruitment
Question 9: Give 3 examples of laws you may need to comply with during meetings.
• how big your association is
• what its purpose is
• how much ongoing business it must attend to.
Question 10: Why should you appoint a timekeeper?
To help the meeting run on track by timing each of the participants according to the timings given on the agenda and very productive
Question 11: Why is it important that meetings retain focus, direction and discipline?
To create a tremendous influence on the success of a team. In addition to the information sharing purpose, a team meeting with focus also strengthens interpersonal bonds, improves communication and teamwork, increases team morale and satisfaction, and boosts productivity. All of these meeting byproducts enhance team effectiveness and success.
Question 12: What does it mean to ‘reach a resolution’?
A decision or to solve a problem by casting vote or having every participant in consensus about the decision
Question 13: Number the following steps of problem solving from 1 (first step) to 5 last step.
1 Evaluating the possible solutions and deciding on the most appropriate one
2 Converting the solution into an action plan and procedures
3 Exploring and analysing the problem and the reasons behind the problem
4 Discussing and searching for possible solutions
5 Defining the problem and presenting the facts
Question 14: List 3 things that can cause a barrier to participation and discussion when meeting with people from diverse cultural backgrounds.
1. Communication issues
• Being unable to effectively communicate with staff without depending on interpreters, family or friends.
• Feeling uncomfortable communicating in limited English
2. Structural issues
• Lack an understanding within the organisation of cultural differences
• Staff all drawn from the same ethno-social group
3. Promotional issues
• Unable to access information about the organisation (e.g. access to particular media or contact points, language difficulties)
Question 15: What is the role of the secretary?
• Ensuring meetings are effectively organised and minuted.
• Maintaining effective records and administration.
• Upholding the legal requirements of governing documents, charity law, company law etc (where relevant).
• Communication and correspondence.
Question 16: List 4 items the minutes should include.
1. The location
2. And time of the meeting as well as a list of attendees
3. The name of the team or committee
4. The date
Question 17: As chairperson, what should you check with the secretary after the meeting?
• Interim efforts
Question 18: When should the secretary prepare and distribute the minutes to attendees? Why?
The minutes should be prepared from notes directly after the meeting should be shown to the chairperson for approval. Depending on the type and purpose of the meeting, the minutes may have to be shown to a higher authority for approval as well.
Delaying writing up the minutes means that the exact meaning of shorthand notes could be lost and the effectiveness of the meeting along with it.
Question 19: What should participants do during and after meetings?
During the meeting the participant should have been taking notes, particularly in regards to outcomes and decisions involving the participant or the participant’s department.
After the meeting the participant can then decide how best to handle the task and who should handle the individual aspects of the tasks.
Question 20: When does whispering usually occur?
In meetings of over 10 people the opportunity for side conversations arises. If brief they can be useful, but if they are persistent and unrelated they will prove disruptive. If someone continually speaks to their neighbour, the chairperson should ask them if they have anything to add to the conversation. Alternatively, delay the person currently speaking until the whisperer realises everyone is waiting for them and gets embarrassed. If they know they have been spotted then they will stop.
Question 21: What are the characteristics of a ‘Digresser’?
Digressers often like to talk specifically about a particular subject that worries them, often unrelated to the topic at hand .
Question 22: You are going to chair a 1 hour meeting, which has 4 agenda items, plus an introduction and a summary. How much time on average must you allocate for each section of the meeting?
Question 23: Half way through your meeting you notice that the first agenda item has taken way too much time. You now have 30 mins to cover 6 items. How much time (on average) can you allow for the remaining items?
Part B Case Study / Project
Part A Plan and prepare for a management meeting
You are the HR manager of a 300 bed hotel in the CBD. It is your job to organise the next management meeting which you will need to conduct in 10 days. The meeting is attended by the Executive chef, Maître’D, Function Manager, Chief Concierge and the Exec. Housekeeper.
The following issues have arisen and the GM has asked you to deal with these during the next meeting and ensure all of these will be addressed satisfactorily:
1. Several wait staff from different ethnic backgrounds have complained that they are referred to as “camel drivers” and “Mountain Shepherds” on several occasions by 3 of the chefs during service.
2. The GM was told by GMs from other hotels that a number of suppliers increasingly were offering cash incentives to department heads in return for choosing their products. Although there is no apparent indication for this in the organisation at present, the GM would like to see the ethical standards expected from staff re-enforced.
3. During the past month there have been several light accidents in the housekeeping and front office areas which included slips and falls due to cluttered floor space in the back office area and the storage areas for linen and chemicals. As a result the WHS code of practice needs to be re-visited and the duties of department heads as well as procedures established.
4. During the past month 2 guests have expressed concerns about privacy and security procedures in place at the hotel: in one instance a call from an outsider was received enquiring about the stay of his “wife” and her room number and as result these details were provided by reception [the caller was the ex-husband and was subject to a restraining order]; in the 2nd instance 2 young females had returned to the hotel from a night out and were followed by a strange guy who followed them into the lobby. Once they had entered the lift he approached reception and claimed he was the brother of one of the ladies and was readily provided with the room number upon which he accessed the floor and attempted to gain entry to the complainants’ room. The police was called.
1. Develop an agenda addressing that covers all aspects of the meeting purpose.
2. Source the relevant legislation that covers the aspects of the issues outlined above which need to be addressed during the meeting.
3. Prepare the information for a presentation to the meeting participants to enable informed discussion at the meeting. This will be used in Part B, “Conducting the Meeting”.
4. Schedule the meeting and write a notification of the meeting for the designated participants and provide a timeline by when participants will be notified.
5. Prepare all correspondence to send to the participants before the meeting.
6. Arrange in advance for one of the meeting participants to accurately record the minutes of the meeting.
7. Obtain 2 different quotes ($ 20.00 per person maximum) for a light lunch with a vegetarian option for the meeting and attach the details to this assessment.
8. Detail the special requirements needed e.g. audio-visual equipment or special needs due to disability (based on the needs of your chosen attendees as outlined in the instructions)
Part B Role play and conduct the meeting
You are to chair the meeting in accordance with meeting protocol. This must include the following:
1. Use the prepared agenda for the meeting.
2. Provide a brief with the conventions that will apply for the meeting to participants including goals and conduct.
3. Conduct the meeting within the agreed times as per the agenda
4. Brief minute taker on method for recording minutes and ensure accurate minute taking is undertaken
5. Encourage open and constructive communication by using appropriate
Interpersonal and communication styles
6. Control the behaviour of members e.g. dominating members or lack of response from participants
7. Give all participants the opportunity to contribute
8. Deal with issues at the meeting e.g. conflict management
9. Present information and ideas clearly and concisely
Part C Follow up meeting outcomes
Write an analysis of the meeting and include:
1. Provide a short self-evaluation for the meeting you have conducted. Often we undertake a task and we realise, once we have finished that some aspects worked well, or not so good or just did not feel right. Provide a self-valuation for your meeting: Give an account of how you would conduct yourself differently as the chair of any future meetings. Describe both the mistakes and the positive contributions that you made during the meeting and analyse how they impacted on the dynamics and progress of the meeting.
2. Complete the final version of the minutes taken during the meeting, confirm the details are correct and sign the document. Attach a copy to this assessment task
3. Include if appropriate a work schedule with tasks prioritised and actioned of any necessary issues arising from the meeting and outline the requirements for each participant. Attach a copy to this assessment task
4. Write all correspondence that you would distribute to the senior management team regarding the outcomes of the meeting and provide details for the filing requirements for all documentation relevant for this particular meeting.
End of Assessment