ASSESSMENT 2: PRACTICAL DEMONSTRATION AND OBSERVATIONStudent InstructionsThis practical…

2: AND practical demonstration assessment is in 3 parts. You will need to respond to all tasks satisfactorily in order for this assessment to be completed successfully.To complete this assessment activity, your assessor will ensure you have access to the following:• Reference material in regard to meeting venues and technology, catering and transport suppliers• Organisational policies and procedures for managing meetings• Office supplies and equipment • Computers and relevant software.Objective:To demonstrate that you have the ability to:Apply conventions and procedures for formal and informal meetings including:• Developing and distributing agendas and papers• Identifying and inviting meeting participants• Organising and confirming meeting arrangements• Chairing the meeting and following up• Recording and storing meeting documentation• Following organisational policies and procedures. **Relevant policies and procedures have been included in this assessment and are listed below. It is important that you refer to these and ensure you follow them correctly in all parts of this assessment to be marked as satisfactory.• Green Tree Meetings Policy and Procedures• Green Tree Document Management Policy and Procedure• Green Tree Meeting Suppliers• Vanilla Blue catalogueTask 1 Prepare for meetingsInstructions:Read the scenario below and use the Summary of Customer Feedback provided to prepare for a meeting.You are required to do the following:1. Prepare an agenda (template provided below) which sets out:• Purpose of meeting• Items for discussion• Participants and assigned roles• Decision making process• Where and when the meeting will be held.2. Prepare an email inviting participants that includes:• The agenda• Details of pre-reading or requests which require preparation in advance of the meeting3. Complete the Meeting Arrangements Checklist (template provided below). A catering menu has been provided for budgeting purposes.You will need to check the document format is correct according to the Meeting’s Policy and Procedures.Scenario:Your business, Green Tree, a chain of speciality food restaurants, found that it is losing return customers and has surveyed customers in order to identify the potential reasons. The customer experience defined in social media posts revealed that while the table and bar service were efficient, friendly and contributed to enriched experiences, the initial contact, reservation and check-in processes were severely lacking.Responses showed that: – 58% Will return- 24% Might return- 18% Will not returnYou have carried out further surveys to identify customer needs and now need to take action to improve service performance in the areas of concern.You have called a meeting with senior staff to discuss the problem and the customer feedback.You invite1. Evelyn – Administration Manager.2. Francesco – HR and Training Manager3. Magnus – Restaurant Manager.4. Scott – Operations Manager.SUMMARY OF CUSTOMER SURVEY AND FEEDBACKCustomer FeedbackVenue ContactPhone often engagedPoor response /confirmation from internet bookingsPeople queuing out of the door waiting to be seatedStaff SkillQuestions about ingredients cannot always be answeredFood/drinks good qualityGenerally, no problems with billsEnvironmentAttractive surroundingsGood environment and cleanCustomer ExperienceGreat customer experience once seated at the table.Friendly table and bar staffStaff have good communication skillsResponsivenessPoor, as wait too long to get seatedYour assessor will want to see that you can:• Develop agenda in line with stated meeting purpose• Ensure style and structure of meeting are appropriate to its purpose• Identify meeting participants and notify them in accordance with organisational procedures• Confirm meeting arrangements in accordance with requirements of meeting• Despatch meeting papers to participants within designated timelines.1. Prepare an agendaAGENDAMeeting:Date: Time:Venue:Participants and roles:Purpose:Decision making process:Items for Dis cussion:1 .2 .3 .4 .5 .6 .7 .2. Prepare an email3. Complete Meeting Arrangements ChecklistMEETING ARRANGEMENTS CHECKLISTName of Meeting:Date: Number of Participants:Location & Accessibility (include parking arrangements)Venue contact detailsMeeting room capacityAny participant special needsName: Requirements:Name: Requirements:Layout of roomEquipment requiredRoom flexibility (will breakout sessions be included)BudgetDetails CostRoom HireEquipment HireFood (whichever is relevant)Arrival drinksTable refreshmentsMorning TeaLunchAfternoon TeaPre-dinnerDinnerCatering information https://www.vanillablue.com.au/https://www.vanillablue.com.au/images/library/VBIfiles/catalogues/VB%20Catalogue%202018F.pdfTask 2 Conduct the meetingInstructions:You are to participate in two (2) role plays. One for a formal meeting and one for an informal meeting.Role Play 1: Formal MeetingYou are to chair a formal meeting with relevant people in the organisation to discuss the situation described in the scenario given in Task 1.Use the documents produced in Task 1 of this assessment as the basis for your meeting.The meeting should take 15 – 20 minutes. Your assessor will advise you which item or items on the agenda should be used for you to demonstrate your skills.The role play will be observed by your assessor and they will complete the Observation Checklist below.1. Prior to the meetingBefore the meeting, you must check the meeting area has no work health and safety issues and appropriately brief Evelyn who will be the Minute taker.2. Open the meeting• Introduce yourself and welcome everyone.• Ensure everyone has a copy of the agenda.• State the purpose of the meeting and the time3. Chair the meeting• Monitor the time – start and end the meeting on time• Go through the agenda items in order.• Ensure discussion sticks to the agenda.• Respect all views and use active listening techniques• Ask questions and listen to responses to clarify understanding• Promote ethical behaviour by responding appropriately to any ethical issue that arises• Advise meeting members that minutes of the meeting will be sent to each of them• Advise the minute taker that the notes of the meeting will need to be provided to you within the timelines specified in Green Tree Meetings Policy and Procedure4. During facilitation of the meeting you must ensure that the following occur:• Participation of all meeting members• Discussion of issues – encourage everyone to give their view and explore the issues• Seek to gain a resolution of issues and problem solve using a consensus approach• Address any legal or ethical matters should they arise• You should also take your own brief notes so that you can check that all the meeting content was covered. These can just be handwritten dot points. You will be required to submit a copy of the minutes taken by Evelyn and your dot point notes to the assessor in Task 3.Your assessor will take the part of Scott in the role play and will arrange for two fellow class members to participate in the role play. Each student roleplaying a staff member will have been briefed by the assessor to research and make notes on the actions needed to improve serviceperformance in the initial contact, reservation and check-in processes? Evelyn – Administration Manager. She will be the minute taker for this meeting ? Francesco – HR and Training Manager.? Magnus – Restaurant Manager.? Scott – Operations Manager.Observation checklistIn carrying out role play 1 (the formal meeting), the student:? Briefed minute-taker on method for recording meeting notes in accordance with Green Tree requirements and conventions for type of meeting? Checked the meeting area to ensure the area has no work health and safety issuesChaired the meeting in accordance with? Agenda? Green Tree requirements? Agreed conventions for type of meeting? Legal and ethical requirementsConducted the meeting and ensured it? Was focused? Was time efficient? Achieved the required outcomesEnsured meeting facilitation enabled? Participation? Discussion? Problem solving? Resolution of issues?Participated in verbal exchanges using appropriate? Style? Tone? Vocabulary for audience, context and purpose? Listened for specific information? Asked questions and listened to responses to clarify understandingRole Play 2: Informal MeetingIt is 3 days after the formal meeting and you are to have an informal meeting with Scott (Operations Manager) and Francesco (Restaurant Manager) in 2 days to discuss the outcomes of Monday’s meeting and to discuss what assistance might be needed to action the outcomes.Your assessor will play the part of Scott and the student who played the part of Francesco will continue in that role. This informal meeting is to be regarded as a continuation from the formal meeting and as such use the results of the formal meeting role play as the basis for this informal meeting. The meeting should take 15 minutes.The role play will be observed by your assessor and they will complete the Observation Checklist below.You are to:1. Draft an email message to Scott and Francesco advising them of the meeting to be held in your office. The email should include the date, time and duration of the meeting, as well as a brief summary of the meeting and key items that will be discussed2. Chair the meeting. As you are the meeting organiser you will be the informal chair• Introduce the purpose of the meeting and the time allocated for it• Monitor the time – start and end on time• Go through the key items to be discussed in order.• Ensure discussion sticks to the point• Respect all views and use active listening techniques and open questioning to encourage discussion and problem solving• Develop an action plan• Identify the assistance that is required for the implementation of the action plan3. Document the outcome. As this is an informal meeting, no minutes are required but after the meeting, you need to send an email to Scott and Francesco confirming what you discussed and confirm the assistance required. Send the email to your assessor. Ensure that you format the email as directed in the Green Tree Document Management Policy and Procedure.Your assessor will document this activity and use the list below as a checklist.Your assessor will want to see that you can:• Chair meetings in accordance with organisational requirements, agreed conventions for type of meeting and legal and ethical requirements• Conduct meetings to ensure they are focused, time efficient and achieve the required outcomes• Ensure meeting facilitation enables participation, discussion, problem solving and resolution of issues• Brief minute-taker on method for recording meeting notes in accordance with organisational requirements and conventions for type of meeting• Participate in verbal exchanges using appropriate style, tone and vocabulary for audience, context and purpose• Listen for specific information during the meetings• Ask questions and listen to responses to clarify understanding• Select the appropriate form, channel and mode of communication for a specific purpose relevant to own role• Co-operate with others as part of familiar activities, playing an active role in facilitating group interactionObservation checklistIn carrying out role play 2 (the informal meeting), the student:Conducted the meeting and ensured it? Was focused? Was time efficient? Achieved the required outcomesEnsured informal meeting facilitation enabled? Participation? Discussion? Problem solvingParticipated in verbal exchanges using appropriate? Style? Tone? Vocabulary for audience, context and purpose? Listened for specific information? Asked questions and listened to responses to clarify understandingTask 3 Meeting follow-upInstructions:You are to:1. Check the notes taken by ‘Evelyn’ during the meeting role play in Task 2 against the dot point notes you took as a way of checking for any errors. Submit a copy of the minutes taken by Evelyn and your dot point notes to the assessor with the final minutes.2. Transcribe them and produce a set of meeting minutes (template provided below) which:a. Reflects a true and accurate record of the meetingb. Are formatted appropriatelyc. Show the name of your document in the footer of the minutes3. Distribute a copy of the completed minutes to the meeting members and your manager (your assessor) within 3 days of the meeting (performing the role play). Your manager will accept responsibility for storing the minutes according to Green Tree’s requirements.Remember you will need to ensure the document format is correct (as detailed in Document Management Policy and Procedure).Your assessor will want to see that you can:? Check transcribed meeting notes to ensure they reflect a true and accurate record of the meeting and are formatted in accordance with organisational procedures and meeting conventions? Distribute and store minutes and follow up documentation within designated timelines and according to organisation requirements? Report outcomes of meetings as required, within designated timelinesASSESSMENT SUMMARY & FEEDBACKStudent Name: Student ID:Trainer/Assessor’s Name: Date ofCompletion:Unit of Competency: BSBADM502 Manage meetingsAssessments Student ResultsSatisfactory Not Satisfactory Not Completed1. Written Questions? ? ?2. Practical Demonstration & Observation ? ? ?Feedback to Student:Result: ? Competent ? Not CompetentIs re-assessment required: ? Yes ? NoTrainer/Assessor Signature:Date:Student Signature:Date:Assessment Cover SheetStudent Name:Student ID:Contact Number:Email:Trainer/Assessor Name:Qualification:Unit of Competency: BSBADM502 Manage meetingsAssessment: ? 1. Written Questions? 2. Practical Demonstration and ObservationDue Date: Date Submitted:If your assessment is being submitted after the due date, please attach a copy of the written confirmation of extension received from the Trainer/Assessor.Declaration: I have read and understood the following information at the beginning of this assessment (please tick):? General assessment information? Submitting assessments? Assessment results? Plagiarism and referencingI declare this assessment is my own work and where the work is by others, I have fully referenced that material.Name (please print) Signature Date

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