Assessment matrix Showing mapping of Performance Criteria against Work Projects, Written Questions and Oral Questions The Assessment Matrix indicates three of the most common assessment activities your Assessor may use to assess your understanding of the content of this manual and your performance – Work Projects, Written Questions and Oral Questions. It also indicates where you can find the subject content related to these assessment activities in the Trainee Manual (i.e. under which element or performance criteria). As explained in the Introduction, however, the assessors are free to choose which assessment activities are most suitable to best capture evidence of competency as they deem appropriate for individual students. Work Projects Written Questions Oral Questions Element 1: Develop effective team relationships 1.1 Develop and maintain relationships with team members and promote benefits of cooperative work consistent with organisational goals and objectives 1.1 1, 2 1 1.2 Undertake responsibilities and assignments in a positive manner to promote effective relationships within the work group 1.2 3, 4 2 1.3 Conduct courteous and appropriate communication with others in a manner which reflects sensitivity to individual social and cultural differences in accordance with organisational requirements 1.3 5, 6 3 1.4 Use appropriate communication techniques to relay information in a clear and concise manner 1.4 7, 8 4 1.5 Use language and tone appropriate to a particular audience, purpose and situation, taking into account the relevant factors involved 1.5 9, 10 5 1.6 Recognise and discuss issues that may lead to, or involve conflict with team members, or refer to appropriate persons 1.6 11 6
Many workplaces are staffed with people from various cultures. Also staff interact with and serve people from different nations and cultural backgrounds. It is that all these people, whether staff and customers, are treated with respect and sensitivity. Social and cultural differences People are different. There are a number of things that make them different, including: The way they live – including and how they live Language – chosen language to communicate Traditional practices and observations –the way they conduct themself Values and principles – the importance placed on people, actions and things, and personal guidelines for living life Educational background – how far they got through schooling, and whether or not they undertook any further education
Reflective listening requires you to: Paraphrase what the speaker says – sum up what has been said and repeat it similar words Read between the lines of what is actually being said – factoring in their body language Utilise questioning to sum up or clarify the situation – in many situations, an effective communicator will ask lots of questions Continue being non-judgmental Refrain from making comments or interrupting Continue sensitive – which means taking into account the way the speaker feels, as well as what they are saying. Questioning The asking of questions is a powerful tool in communication.
Lack of, or bad communication which may cause misunderstandings Prejudices –issues of ethnicity, gender, body shape and age Ineffective working systems – where the internal operations of the venue cause the problem Difference in opinions –we are all entitled to different views Difference in beliefs – it be a pretty boring world if we all believed in the same thing! Misunderstanding – can be caused by barriers to communication, not listening properly, putting a different interpretation on a word/phrase than what was intended Team member not pulling their weight – staff not contributing 100% to a team effort. Warning signs At all during a shift, you should be aware of various ‘warning signs’ which may be displayed that can indicate that a problem exists or is imminent.
Emails Invoices and purchase orders Policies and procedures. They are used to communicate with others to: Provide information in a and concise manner Inform work team members of a change in policies or procedures Reply to a booking inquiry or guest complaint Record decisions made at a meeting. Letters In your working day, you will need to write many different kinds of letters. The layout of any letter should be clear and have all the information set out in an easy-to-read manner. Letters are often used to communicate with individuals outside an organisation. Common business letters include:
Big You can make a fax coversheet like this one, if you want to. Here is how to fill in the details: Put the name of the recipient in To Put the recipient’s fax number and phone number below their name. You will need to have the fax number so that you can send the fax Note that ‘Re’ is for ‘regarding’. It is the subject of the message Put your name in from Put your fax number and phone number below your name. This is useful if the recipient wants to talk to you