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T-1.8.2Details of AssessmentTerm and YearTime allowedAssessment No1Assessment Weighting50%Assessment TypeCase Study Analysis, Written Responses, Presentation and ReportDue DateRoomDetails of SubjectQualificationSIT50416 Diploma in Hospitality ManagementSubject NameWorkplace Diversity and Customer ServiceDetails of Unit(s) of competencyUnit Code (s) and NamesBSBDIV501 Manage diversity in the workplaceSITXCCS008 Develop and manage quality customer service practicesDetails of StudentStudent NameCollegeStudent IDStudent Declaration:I declare that the work submitted is myown 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’sSignature: ____________________Date: _____/_____/_________Details of AssessorAssessor’s NameAssessment OutcomeAssessment ResultCompetent Not Yet Competent Marks/100Feedback to StudentProgressive 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
T-1.8.2Purpose of the AssessmentThe 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 workplace1.1 Locate and review diversity policy1.2 Determine its application to the specific work context1.3Institute actions to ensure that the diversity policy isunderstood and implemented by relevant parties1.4 Provide feedback and suggestions for improvement toensure currency and efficacy of diversity policy2.1 Address own prejudices and demonstrate respect fordifference in personal interactions2.2 Aim for diversity in selecting and recruiting staff2.3 Identify and address training needs to address issues ofdifference in the team2.4 Manage tensions and encourage collaboration and respectbetween staff who struggle to work effectively with difference2.5 Assist staff to see that working effectively with difference isa strength that can improve the organisation’s products,services and customer relations2.6 Manage allegations of harassment and address complaintsaccording to established organisational procedures3.1Promote the organisation’s workforce diversity in internaland external forums to enhance the company’s image andreputation3.2Capture ideas and information from the diversity in theworkforce to enhance products and services and contribute tocompetitive advantage3.3 Support organisational efforts to value diversitySITXCCS008 Develop and manage quality customerservice practices1.1. Obtain information on customer needs, expectations andsatisfaction levels using both formal and informal research.