Assessment I - WorkPlace Diversity Customer Services V2 (1) DONE.docx - T-1.8.2 Details of Assessment Term and Year Assessment No Time allowed 1

Assessment I - WorkPlace Diversity Customer Services V2 (1) DONE.docx

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T-1.8.2 Details of Assessment Term and Year Time allowed Assessment No 1 Assessment Weighting 50% Assessment Type Case Study Analysis, Written Responses, Presentation and Report Due Date Room Details of Subject Qualification SIT50416 Diploma in Hospitality Management Subject Name Workplace Diversity and Customer Service Details of Unit(s) of competency Unit Code (s) and Names BSBDIV501 Manage diversity in the workplace SITXCCS008 Develop and manage quality customer service practices Details of Student Student Name College Student ID Student Declaration: I declare that the work submitted is my own and has not been copied or plagiarised from any person or source. I acknowledge that I understand the requirements to complete the assessment tasks. I am also aware of my right to appeal. The feedback session schedule and reassessment procedure were explained to me. Student’s Signature: ____________________ Date: _____/_____/_________ Details of Assessor Assessor’s Name Assessment Outcome Assessment Result Competent Not Yet Competent Marks /100 Feedback to Student Progressive feedback to students, identifying gaps in competency and comments on positive improvements: ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student. Student attended the feedback session. Student did not attend the feedback session. Assessor’s Signature: ___________________ Date: _____/_____/________ Workplace Diversity and Customer Service - Assessment Task 1, v2, Last updated on 01/06/2019 Page 1 of 21
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T-1.8.2 Purpose of the Assessment The purpose of this assessment is to assess the student in the following learning outcomes: Competent (C) Not yet Competent (NYC) BSBDIV501 Manage diversity in the workplace 1.1 Locate and review diversity policy 1.2 Determine its application to the specific work context 1.3 Institute actions to ensure that the diversity policy is understood and implemented by relevant parties 1.4 Provide feedback and suggestions for improvement to ensure currency and efficacy of diversity policy 2.1 Address own prejudices and demonstrate respect for difference in personal interactions 2.2 Aim for diversity in selecting and recruiting staff 2.3 Identify and address training needs to address issues of difference in the team 2.4 Manage tensions and encourage collaboration and respect between staff who struggle to work effectively with difference 2.5 Assist staff to see that working effectively with difference is a strength that can improve the organisation’s products, services and customer relations 2.6 Manage allegations of harassment and address complaints according to established organisational procedures 3.1 Promote the organisation’s workforce diversity in internal and external forums to enhance the company’s image and reputation 3.2 Capture ideas and information from the diversity in the workforce to enhance products and services and contribute to competitive advantage 3.3 Support organisational efforts to value diversity SITXCCS008 Develop and manage quality customer service practices 1.1. Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
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