Assessment 1 Submission Sheet: Australian Ideal College

Australian Ideal College

Registered as Australian Ideal College Pty Ltd
Registered as Australian Ideal College Pty. Ltd.
RTO No.: 91679 | CRICOS Provider Code:
ABN: 03053G
15 126 592 756
Sydney Campus: Level 7 & 8, 75 King
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Campus: Level 8, 75 King St, Sydney NSW 2000
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia Australia
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
Email: [email protected] Website:
T: +61-2-9262 2968 (Sydney) | +61-8-8123 5780 (Adelaide) | +61-3-6231 2141 (Hobart)
www.idealcollege.com.au
Educating for Excellence
E: [email protected] | W: www.aic.edu.au
Assessment 1 Submission Sheet

Course SIT60316 Advanced Diploma of Hospitality Management
Unit Code SITXHRM001
Unit Name Coach others in job skills

Assessor
Name
Student
Name
Student ID
Date Due
Please read and sign this assessment coversheet and submit it together with your assessment to
your Assessor by the due date.
Student Declaration
 I declare that the work submitted is my own, and has not been copied or plagiarised from any
person or source.
 I have read the Plagiarism Policy and Assessment Appeal and Reassessment Policy in the
Student Handbook and I understand all the rules and guidelines for undertaking assessments.
 I understand that by typing my full name in the student field this is equivalent to a hand-written
signature.
 I give permission for my assessment material to be used for continuous improvement purposes.
Student Date
Signature Submitted
Assessor Use Only
Assessment Items Result
Task 1 Knowledge Questions S NS
Task 2 Demonstration S NS
Overall Result C NYC
Student Declaration: I declare that I have Assessor Declaration: I declare that I have
been assessed in this unit, and I have been conducted a fair, valid, reliable and flexible
advised of my result. I am also aware of my assessment with this student, and I have
appeal rights. provided appropriate feedback
Signatur
Signature
e
Date
AIC- SITXHRM001 -AT–V1.0 Page 1 of 19

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Assessor’s Comments

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Task 1
Assessment Instructions
This is an individual assessment. If you need help understanding any questions, ask your assessor to
explain.
Procedure
Complete the project following the information provided.
To be deemed competent you will need to successfully demonstrate the following:

You must submit:
Satisfactory answers to all the questions
Questions
1. Explain the purpose of coaching.
2. List 5 ways you can develop rapport and be sensitive when communicating during a coaching session.
3. Describe the meaning of open questioning and active listening techniques. For each, provide 2 examples
of how they may be used when coaching.
Term Definition Examples (2 each)

Open
questioning
Active
listening

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
4. Answer the following questions about preparing for coaching.

a. What are 5 indicators that coaching is required in the workplace?
b. How would you determine the objectives and scope of coaching?
5. Answer the following questions about session preparation.

a. Planning is an essential part of coaching. List 5 areas you need to plan for an effective session.
b. What are 5 important pieces of information you need to provide to staff members prior to
coaching?
c. How can you determine the steps and key points to cover in your coaching session?

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
6. How would you adapt your coaching to suit staff members’ learning styles? Complete the table below
by providing an example for each learning style.
Learning style Example of how you could adapt your coaching

Auditory
(hearing, listening)
Visual
(seeing, observing)
Tactile/kinaesthetic
(doing)
7. List 3 important factors to consider when deciding on the time and location for a coaching session.
8. Complete the table below by describing each of the key principles of training and how they can be
applied to coaching.
# Key principle Description of activity

1 Explain
2 Demonstrate
3 Review
4 Listen to staff
member
explanation
5 Observe and
evaluate staff
member
demonstration
6 Provide
feedback

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
9. As a coach, your explanation and demonstration of a task must be clear and simple. Provide 3 tips for
explaining a task and 3 tips for demonstrating a task during coaching.
Explanation:
Demonstration:
10. Allan has just started working as a barista in your restaurant. He is still perfecting his communication
and coffee-making skills. How would you provide support, guidance and constructive feedback to Allan
during and after coaching? Give 2 examples for each.
Assistance Examples (2 each)

Support
Guidance
Feedback
11. You are in the middle of a coaching session with Ellie, a team member. Ellie seems to be lost and
doesn’t receive your main message. List 3 possible reasons why Ellie hasn’t received the message.
12. Describe 3 ways you can monitor the progress of a staff member and provide ongoing support after
coaching.

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
13. Answer the following questions about reporting the outcomes of coaching.
a. After coaching a staff member, who should you report the outcomes to?
b. What information would you include in your report?
14. Answer the following questions about performance problems.

a. Describe each of the following 5 common causes of performance problems or difficulties during or
after coaching.
Cause Description
Shyness or lack of
confidence
Breakdown in
communication
Language or cultural
barriers
Insufficient
opportunity to
practise
Inappropriate
circumstances for
coaching

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
b. Describe 2 ways to rectify each of these problems.
Cause Rectification
Shyness or lack of
confidence
Breakdown in
communication
Language or cultural
barriers
Insufficient
opportunity to
practise
Inappropriate
circumstances for
coaching
c. Alicia is still having difficulties learning a new skill, even after many attempts and several
coaching sessions. She does not seem able to grasp the knowledge required to perform the task
successfully. What should you do as her coach?
End of Assessment

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Task 2
Assessment Instructions
This is an individual assessment. If you need help understanding any questions, ask your assessor to
explain.
To be deemed competent you will need to successfully demonstrate the following:

You must:
 Satisfactory participate in four role plays

 Submit 4 coaching needs document
 Submit 4 Coaching session plan
 Submit 4 Coaching evaluation plan
Procedure
Note: In this task, the word ‘coach’ refers to you, the learner. ‘Staff member’ refers to the colleague
you are coaching.
1. Have individual discussions with each staff member and document these using the template in
Appendix 2.1. You must complete 1 form per scenario.
In each form, document:
a. how you identified the need for coaching
b. the individual coaching need/s and purpose of coaching
c. suitable times and dates, availability and practical considerations
d. policies and procedures related to the task to be coached
e. health and safety and other legal requirements for each identified task
f. any concerns or questions the staff member has
g. notes from your discussion with the staff member.
2. Plan each of your sessions for the 4 staff members. Use the session plan template in Appendix
2.2.
In each session plan, document:
a. the objectives and scope of the session
b. the steps and key points to be addressed during the session
c. the training methods and activities to be used
d. time and location, including the amount of time required for practice and the total duration
of each session; each coaching session should be a minimum of 15 minutes in length
e. how you (the coach) will manage coaching in combination with your own work tasks and
commitments
f. any preparation required prior to the session, such as confirming the session with staff
members, gathering policies and procedures, and arranging for equipment to be available
on the day.

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
3. Provide on-the-job coaching to each staff member. Your assessor will observe you and record
your performance using the observation checklist attached to this task. Read the observation
checklist attached to this task before the assessment to ensure you understand what is
expected of you.
You are required to demonstrate your ability to:
a. prepare for the session, ensuring health and safety as well as access to required
resources and equipment
b. conduct the session using the key principles of training and suitable communication
techniques
c. identify and address any performance problems or difficulties during each session
4. Observe each staff member completing the task in the workplace environment and provide
support if required. After monitoring is completed,
a. Develop a 1-page report or email summary updating the manager on the progress and
performance of each staff member
b. Include in the email, summary of your own performance and your own reflection. You
should be able to identify any areas for improvement in your own performance.
5. Submit all completed documentation to your assessor within the agreed timeframe.
Documentation should include:
a. 4 completed coaching needs forms (Appendix 2.1)
b. 4 completed coaching session plans (Appendix 2.2)
c. a 1-page progress report or email summary on the progress and performance of staff
member each scenario, sent to the appropriate manager (or your assessor)

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Scenario 1:
You are the front office manager for Hotel Ideal you have noticed that there has been an increase in
delays during customer checkout and upon investigation you have found out that Steve in the night
shift is not giving proper hand over at the end of shift. You have decided to provide a coaching
session for Steve on the correct end of shift handover procedure.
Scenario 1
Identify coaching needs and prepare for coaching

Coach name: Staff member name:
Date and location/s of proposed coaching:
How was the need for coaching identified? What sources of information did you use to
assess the coaching need or skill gap?
direction from colleagues request for coaching from staff
member to be coached
personal observation and workplace
experience other (please specify):
Coaching needs and purpose of coaching:
Description of task/s to be coached:
Policies and procedures, health and safety and legislative requirements for task:
Concerns or questions raised:
Discussion with staff member

Date and location of pre-coaching discussion:
Notes on discussion with staff member:
Staff member signature: Date:

Coach signature: Date:

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Coaching session plan 1

Date, time and location: Time allocated:
Objective and scope of coaching session:
Stage Key points Time Resources/learning
aids
Introduction
Body Explanation
Demonstration/review:
Steps Key points
Staff member explanation:
Staff member demonstration:
Feedback:
Conclusion
How you (the coach) will manage coaching in combination with your own work tasks and commitments:
Preparation required prior to the session (e.g. confirming session with staff member, policies and procedures and
equipment you need access to, etc.)
Please enter your email here

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Scenario 2:
You are the branch manager of your organisation and one of your staff Emily has asked for your help
to coach her in preparing customer feedback surveys. Which will help her to improve her knowledge
on surveys, so she can collect useful information on improving the service to the guests.
Scenario 2




ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938

aids
Introduction
Body Explanation
Steps Key points
Feedback:
Conclusion

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Scenario 3:
You have received several customer’s complains about Andy your tour guide being rude and
insensitive with customers and upon investigation you have found out that Andy is not familiar with the
norms and cultural sensitivities of guests from south east Asian region. You have scheduled a
coaching session with Andy to explain about cultural differences about that region and appropriate
communication with guests.
Scenario 3




ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938

aids
Introduction
Body Explanation
Steps Key points
Feedback:
Conclusion

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938
Scenario 4:
Your organisation has replaced an equipment in your department (e.g. Dough kneader, Photocopier,
File shredder, EFTPOS machine, Telephone exchange system). You have decided to provide your
team of 4 staff members with coaching on how to use the equipment is a safe and efficient manner.
Scenario 4


personal observation and
workplace experience other (please specify):


ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938

aids
Introduction
Body Explanation
Steps Key points
Feedback:
Conclusion
End of Assessment

ABN: 03053G
15 126 592 756
RTO Street,
No.: 91679 Sydney
CRICOSNSW 2000
Provider Australia
Code: 03053G
Tel: +61-2-9262 2968 Fax: +61-2-9262 2938

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Australian Ideal College

Australian Ideal College

Assessment 1 Submission Sheet

Unit Code SITXHRM001

Unit Name Coach others in job skills

Assessor Use Only

Assessment Items Result

Task 1 Knowledge Questions S NS

Overall Result C NYC

AIC- SITXHRM001 -AT–V1.0 Page 1 of 19

AIC- SITXHRM001 -AT–V1.0 Page 2 of 19

To be deemed competent you will need to successfully demonstrate the following:

Satisfactory answers to all the questions

Term Definition Examples (2 each)

AIC- SITXHRM001 -AT–V1.0 Page 3 of 19

4. Answer the following questions about preparing for coaching.

b. How would you determine the objectives and scope of coaching?

5. Answer the following questions about session preparation.

AIC- SITXHRM001 -AT–V1.0 Page 4 of 19

Learning style Example of how you could adapt your coaching

# Key principle Description of activity

AIC- SITXHRM001 -AT–V1.0 Page 5 of 19

Assistance Examples (2 each)

AIC- SITXHRM001 -AT–V1.0 Page 6 of 19

b. What information would you include in your report?

14. Answer the following questions about performance problems.

AIC- SITXHRM001 -AT–V1.0 Page 7 of 19

b. Describe 2 ways to rectify each of these problems.

AIC- SITXHRM001 -AT–V1.0 Page 8 of 19

To be deemed competent you will need to successfully demonstrate the following:

 Satisfactory participate in four role plays

AIC- SITXHRM001 -AT–V1.0 Page 9 of 19

AIC- SITXHRM001 -AT–V1.0 Page 10 of 19

Identify coaching needs and prepare for coaching

Coaching needs and purpose of coaching:

Description of task/s to be coached:

Concerns or questions raised:

Discussion with staff member

Notes on discussion with staff member:

Staff member signature: Date:

AIC- SITXHRM001 -AT–V1.0 Page 11 of 19

Coaching session plan 1

Staff member explanation:

Staff member demonstration:

Please enter your email here

AIC- SITXHRM001 -AT–V1.0 Page 12 of 19

Identify coaching needs and prepare for coaching

Coach name: Staff member name:

direction from colleagues request for coaching from staff

Coaching needs and purpose of coaching:

Description of task/s to be coached:

Concerns or questions raised:

Discussion with staff member

Date and location of pre-coaching discussion:

Notes on discussion with staff member:

Staff member signature: Date:

AIC- SITXHRM001 -AT–V1.0 Page 13 of 19

Coaching session plan 2