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ASSESSMENT TASK 1

Assessment type:Knowledge questions

Assessment task description

• This is the first (1) assessment task you have to successfully complete to be deemed competent in this unit of competency.

• Assessment task 1 comprises of written questions which you must respond to and submit to your Trainer/Assessor.

• You must answer all questions at the required level, e.g. provide the number of points, to be deemed satisfactory in this task.

• Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and good writing skills.

• You will receive your feedback within two weeks - you will be notified by your Trainer/Assessor when results are available.

Resubmissions and unit outcome.

• Where your answers are deemed not satisfactory after the first attempt a resubmission attempt will be allowed.

• If at least one of the assessment task is deemed Not Satisfactory (NS), then the unit outcome is Not Yet Competent (NYC).

• If all assessment tasks are deemed Satisfactory (S), then the unit outcome is Competent (C).

Purpose of the assessment task

The purpose of this assessment task is to assess the students’ knowledge for the following.

• outline relevant legislation, codes of practice and national standards relevant to privacy, freedom of information and knowledge management.

• explain organisational policies and procedures including:

• records management

• information management

• customer service

• commercial confidentiality

• describe the organisational operations and existing data and information systems.

• explain how systems, policies and procedures can support the development of effective work relationships focusing on interpersonal styles, communications, consultation, cultural and social sensitivity, networking and conflict resolution

• outline legislation relevant to managing effective workplace relationships.

Resources and equipment required to complete this task

The student will have access to the following:-

• Computer, internet, Microsoft Word

• Student Portal

• Learner Guide and access to websites

• Classroom environment

• Policies and procedures

• Virtual companies (if requested)

Assessment Conditions

Assessment will be conducted in a safe environment where evidence gathered will demonstrate consistent performance of typical activities experienced in the knowledge management – information management field of work and management and leadership field of work and include access to:-

• relevant legislation, regulation, standards and codes

• relevant workplace systems, documentation and resources

• case studies and, where possible, real situations

• interaction with others.

Benchmark for Assessment

• You are expected to respond to all aspects of each question and case study. In some cases, direction is provided on the expected length of your response. These assessments will require a Short, Medium or Long response.

• The following is a guide to the expected number of words for each of these categories unless otherwise indicated.

Instructions to Student

This assessment task will enable you to demonstrate your knowledge of managing an information or knowledge management system.

Case Study 1

You have just accepted a role in the Sydney office of a global financial organisation. You will be leading a team of seven Business Analysts whose role is to research and analyse financial markets in the Asia Pacific region. This is a long-established team and the outgoing manager was in the role for eight years.

The team is culturally diverse and representative of the major financial markets that are the focus of its work. These are Australia, New Zealand, China, South Korea, Japan, Indonesia and India. The Business Analysts are all very experienced professionals that can work independently. The team’s main stakeholders are the organisation’s investment division as well as the team’s counterparts located in London and New York.

During your interview process for the role, the General Manager indicated that it may be a difficult transition for some of the team in accepting a new manager, and particularly one coming from outside the organisation. The General Manager stated that despite the cultural diversity in the team, or perhaps because of it, the team was very close-knit.

Given your experience in global financial markets you are accustomed to working with people from a diverse range of cultures but as the new manager you know that you will have work to do to gain the trust and confidence of your team and its stakeholders.

Case Study 2

You are the manager of a marketing team that comprises four marketing executives and two marketing assistants. It is a lively and expressive team with strong personalities. Each marketing executive is responsible for a specific product range and there is a competitive atmosphere as they vie for a share of the limited marketing budget.

Therese, one of the marketing executives, has only recently joined the team. She was recruited from a competitor to manage a new product line and her presence has caused a shift in the team equilibrium. Her interpersonal style is very dominant and imposing, and as the manager of the organisation’s newest product range, she is getting preferential treatment, or at least that is how the other marketing executives see it.

You called an early halt to this morning’s team meeting when an emotional argument erupted. Therese was providing a report on her planned marketing activities, when the other three marketing executives banded together in criticism of her approach. It soon escalated into personal attacks on both sides of the argument. At that stage you shut the meeting down and indicated that you would speak to those involved in the argument once they had cooled down.

Assessment task 2

Assessment type:

• Case studies, practical activities and role-plays

Assessment task description

• This is the second assessment task you have to successfully complete to be deemed competent in this unit of competency.

• Assessment task 2 comprises of role-plays and activities

• You must respond to all questions and activities and submit them to your Trainer/Assessor.

• You must answer all points to the required level, e.g. provide the number of points, to be deemed satisfactory in this task.

• You will receive your feedback within two weeks - you will be notified by your Trainer/Assessor when results are available.

Purpose of the assessment task

The purpose of this assessment task is to assess the students’ knowledge essential to monitor corporate governance activities.

• Organise learning to use information or knowledge management system

• Manage use of information or knowledge management system

• Review use of information or knowledge management system

Assessment Conditions

Skills must be demonstrated in a hospitality industry service environment. This can be:

• Based on an industry workplace; or

• a simulated industry environment or activity for which information on the hospitality industry is sourced.

Assessment must ensure access to:

• computers, printers, communication technology and information programs used to source industry information

• relevant legislation, regulation, standards and codes

• relevant workplace systems, documentation and resources

• case studies and, where possible, real situations

• interaction with others.

Benchmark for Assessment

• You are expected to respond to all aspects of each question and case study. In some cases, direction is provided on the expected length of your response. These assessments will require a Short, Medium or Long response.

• The following is a guide to the expected number of words for each of these categories unless otherwise indicated. 

Instructions to students

Your assessor will break the class into groups. Discuss the case studies with your group, you may also research using the internet and your learner guide, remembering to answer using your own words and referencing any information found. For this assessment task, you can refer to the virtual company Australian Hardware company by accessing it on the following link: http://australianhardware.simulations.australiantrainingproducts.com.au/

Scenario

You are working for Australian Hardware company in the Information Technology department. Australian Hardware opened its first store under the name of Percy's Home Goods in George St Sydney in 1921. Percy's Home Goods initially specialised in the manufacturing and sale of small household furniture. The company founder, Percy Greenwright, ran the store as a family business. The business quickly expanded from one to four stores across Sydney's northern and western suburbs. The stores employed the equivalent of 60 full-time staff by the beginning of 1928. All of which were either family members or friends.

Australian Hardware company has decided to implement “SharePoint” within the organisation which is a web-based application that integrates with Microsoft Office. Launched in 2001, SharePoint is primarily sold as a document management and storage system, but the product is highly configurable and usage varies substantially between organisations.

Some of your team members are very familiar with using computers and new systems however some of the team members are a bit apprehensive and not sure about SharePoint as they are not very good with new technology As part of the implementation process you as the Team Leader have been asked to research the product, identify the learning needs of your team. You have been given the Microsoft website https://products.office.com/en-au/sharepoint/collaboration to assist you.

ASSESSMENT TASK 3

Assessment type:

• Case studies, practical activities and role-plays

Assessment task description

• This is the third assessment task you have to successfully complete to be deemed competent in this unit of competency.

• Assessment task 3 comprises of:

PART A

• Team engagement plan

• Issue resolution procedure

PART B

• Diversity project

To gain competency in this task:

• You must respond to all questions and activities and submit them to your Trainer/Assessor.

• You must answer all points to the required level, e.g. provide the number of points, to be deemed satisfactory in this task.

• You will receive your feedback within two weeks - you will be notified by your Trainer/Assessor when results are available.

Resubmissions and reattempts

• Where your answers are deemed not satisfactory after the first attempt a resubmission attempt will be allowed.

Purpose of the assessment task

The purpose of this assessment task is to assess the students’ knowledge essential to monitor corporate governance activities.

• Manage ideas and information

• Establish systems to develop trust and confidence

• Manage the development and maintenance of networks and relationships

• Manage difficulties to achieve positive outcomes

Assessment Conditions

Skills must be demonstrated in a hospitality industry service environment. This can be:

• Based on an industry workplace; or

• a simulated industry environment or activity for which information on the hospitality industry is sourced.

Assessment must ensure access to:

• computers, printers, communication technology and information programs used to source industry information

• relevant legislation, regulation, standards and codes

• relevant workplace systems, documentation and resources

• case studies and, where possible, real situations

• interaction with others.

Benchmark for Assessment

• You are expected to respond to all aspects of each question and case study. In some cases, direction is provided on the expected length of your response. These assessments will require a Short, Medium or Long response.

• The following is a guide to the expected number of words for each of these categories unless otherwise indicated. 

PART A - Team Engagement plan and issue resolution

Instructions to the students In this assessment task you are required to develop procedures for a work team covering communication protocols, consultation activities and resolution of issues. The required project outputs will be:

• A team engagement plan

• Issue resolution procedure

In this task you will refer to the Virtual Company “Australian Hardware”, refer to the link below: http://australianhardware.simulations.australiantrainingproducts.com.au/profile whose profile is listed below.

AUSTRALIAN HARDWARE COMPANY

What is now known as Australian Hardware opened its first store under the name of Percy's Home Goods in George St Sydney in 1921. Percy's Home Goods initially specialised in the manufacturing and sale of small household furniture. The company founder, Percy Greenwright, ran the store as a family business. The business quickly expanded from one to four stores across Sydney's northern and western suburbs. The stores employed the equivalent of 60 full-time staff by the beginning of 1928. All of which were either family members or friends.

In 1930, the midst of the Great Depression, the demand for Percy's Home Goods began to decline. Over the next three years Mr Greenwright was forced to close three of the stores but he refused to lay-off staff as they were his friends and family and he knew the chances of them finding other work was near to impossible. Mr Greenwright managed to sustain the business and all of its employees, even expanding back to two stores in 1937.

In 1941, declining consumer demand in conjunction with the onset of World War II again brought Percy's Home Goods to the brink of closure. This time it was Mr Greenwright's youngest child and only son Eric, who had only been working in the business for four years, who provided the catalyst for survival. Eric, without the knowledge of his father, negotiated a contract with the Australian Armed Forces to provide a range of outdoor and camping equipment for the war effort including tents, ground covers, lightweight furniture and cooking utensils. The contract would require significant change to existing business practices if it was to be fulfilled. When Mr Greenwright was told of the contract by his son Eric, he immediately handed over the running of the business to his son.

Eric Greenwright immediately initiated a change process that included re-training the existing manufacturing and sales staff and modifying the company's supplier relationships and equipment to cater for the contract. This sustained the business through the war years. In the early 1950s, Eric Greenwright repositioned the business again; this time to benefit from the housing boom by supplying wood and other hardware items. The business was re-named Australian Hardware and an expansion program commenced that took the business into all states over the next 10 years.

In 1982 Australian Hardware was listed on the Australian Stock Exchange and was offered to the public in a share float. The business has continued to expand to now have 138 stores and approximately 10,000 staff across the country. Australian Hardware company’s strategic direction is to increase revenue and increase brand awareness. You are a Manager at the Australian Hardware Company and are responsible for your team to meet the Australian Hardware company’s strategic objective.

ASSESSMENT TASK 4

• Case studies, practical activities and role-plays

Assessment task description

Networking Plan

• This is the fourth assessment task you have to successfully complete to be deemed competent in this unit of competency. To gain competency in this task:

• You must respond to all questions and activities and submit them to your Trainer/Assessor.

• You must answer all points to the required level, e.g. provide the number of points, to be deemed satisfactory in this task.

Purpose of the assessment task

The purpose of this assessment task is to assess the students’ knowledge essential to monitor corporate governance activities.

• Manage ideas and information

• Establish systems to develop trust and confidence

• Manage the development and maintenance of networks and relationships

• Manage difficulties to achieve positive outcomes

Assessment Conditions

Skills must be demonstrated in a hospitality industry service environment. This can be:

• Based on an industry workplace; or

• a simulated industry environment or activity for which information on the hospitality industry is sourced.

Assessment must ensure access to:

• computers, printers, communication technology and information programs used to source industry information

• relevant legislation, regulation, standards and codes

• relevant workplace systems, documentation and resources

• case studies and, where possible, real situations

• interaction with others.

Benchmark for Assessment

• You are expected to respond to all aspects of each question and case study. In some cases, direction is provided on the expected length of your response. These assessments will require a Short, Medium or Long response.

• The following is a guide to the expected number of words for each of these categories unless otherwise indicated.

In this assessment task you are required to develop a networking plan between your own work group in Sydney and one other group. This other group may be another internal work group, or may be a group of external stakeholders such as customers or suppliers. The objective of your plan is to develop a highly effective relationship between the two groups that will result in positive identifiable outcomes for your work group and the organisation as a whole. Additional specifications are provided in the assessment procedure below for the networking plan.

APPENDIX A

DIVERSITY POLICY TEMPLATE

PLEASE NOTE: Below is a sample diversity policy. Firms wishing to establish a diversity policy are invited to use the ideas contained in this template and modify them to suit the individual character of the firm Diversity vision.

Australian Hardware recognises its talented and diverse workforce as a key competitive advantage. Our business success is a reflection of the quality and skill of our people. Australian Hardware is committed to seeking out and retaining the finest human talent to ensure top business growth and performance.

Diversity management benefits individuals, teams, our company as a whole, and our customers. We recognise that each employee brings their own unique capabilities, experiences and characteristics to their work. We value such diversity at all levels of the company in all that we do. Australian Hardware believes in treating all people with respect and dignity. We strive to create and foster a supportive and understanding environment in which all individuals realise their maximum potential within the company, regardless of their differences.

We are committed to employing the best people to do the best job possible. We recognise the importance of reflecting the diversity of our customers and markets in our workforce. The diverse capabilities that reside within our talented workforce, positions [ ] to anticipate and fulfil the needs of our diverse customers, both domestically and internationally, providing high quality products/services. Australian Hardware is diverse along many dimensions. Our diversity encompasses differences in ethnicity, gender, language, age, sexual orientation, religion, socio-economic status, physical and mental ability, thinking styles, experience, and education. We believe that the wide array of perspectives that results from such diversity promotes innovation and business success. Managing diversity makes us more creative, flexible, productive and competitive.

Recruitment

As a responsible community member, Australian Hardware recruits people from all backgrounds. We believe that our employees from many different cultural, linguistic and national backgrounds provide us with valuable knowledge for understanding and reflecting our customers in local markets.

To achieve and fully benefit from a diverse workforce

We have established outreach programmes to identify individuals from under-represented backgrounds for recruitment. We provide student scholarships for promising individuals from under-represented backgrounds with the potential to become high achieving professionals in Australian Hardware.

Career development and promotion

Australian Hardware rewards excellence and all employees are promoted on the basis of their performance. All managers are trained in managing diversity to ensure that employees are treated fairly and evaluated objectively. Community programmes Australian Hardware recognises that there are distinct demographic groups that have long been disadvantaged. We recognise that racism, ageism, sexism and other forms of discrimination are problems both for our organisation and society as a whole. Australian Hardware is committed to tackling cultural stereotypes both within and outside our organisation. We have clear reporting procedures for any type of discrimination or harassment combined with follow-up procedures to prevent future incidents. Australian Hardware combats discrimination in the wider community through partnerships with community based groups. We work closely with Australian Hardware >.

Diversity bodies

Our commitment to diversity is led by our diversity champions who come from all levels of the company, from top management to the shop floor. The diversity champions make up a diversity committee, which is responsible for ensuring that our diversity policy is articulated in the day to day running and the strategic direction of the company.

Diversity practices

All employees undergo diversity training. Diversity training encompasses raising awareness about issues surrounding diversity and developing diversity management skills.

Australian Hardware provides a safe and pleasant environment for our employees. We offer:

§ Flexible working time arrangements

§ Employee education assistance

§ Employee network and support groups

§ Open communications

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