Case Study Analysis

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 /50
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: _____/_____/________
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.

1.2 Provide opportunities for customers and staff to give feedback on products and services.

1.3 Review changes in internal and external environments and integrate findings into planning for quality service.

1.4 Provide opportunities for staff to participate in development of customer service practices.

1.5 Develop policies and procedures for quality service provision.

2.1 Communicate policies, procedures and expectations to staff.

2.2 Make policies readily available to customers and staff.

2.4 Initiate staff training to enhance customer service.

2.5 Take responsibility for service outcomes and dispute resolution.

2.6. Act as a positive role model for professional standards expected of service industry personnel.

3.1 Seek ongoing feedback from staff and customers to improve performance.

3.2. Assess effectiveness of customer service practices.

3.3. Identify systemic customer service problems and adjust policies and procedures to improve service quality.

3.4 Develop, document and communicate new approaches to customer service to staff involved in service delivery.

Assessment/evidence gathering conditions
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student can only achieve competence when all assessment components listed under “Purpose of the assessment” section are recorded as competent. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this Assessment
Computer with relevant software applications. Weekly eLearning notes relevant to the tasks/questions
Instructions for Students
Please read the following instructions carefully This assessment has to be completed In class At home The assessment is to be completed according to the instructions given by your assessor. Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within two weeks of the assessment due date. All other feedback will be provided by the end of the term. Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency. If you are not sure about any aspect of this assessment, please ask for clarification from your assessor. Please refer to the College re-assessment and policy for more information (Student Handbook).
ASSESSMENT TASKS
There are four (4) tasks to complete for this unit of competence:
This assessment is based on ACA Restaurant Café’ Business Plan and uses several scenarios to complete the 4 Tasks. Certain tasks contain sub-tasks with written questionnaires, case study analysis report and presentation.
These tasks comprise the assessment of the application of ACA Restaurant Café’ diversity policy knowledge and identifying and addressing the needs to improve and support organisational effort to enhance diversity value. You will need to demonstrate your management skills in applying the diversity policy of the restaurant café’ with fostering diversity within the work team and promoting the benefits of a diverse workplace. The implementation of the diversity policy must reflect the business summary of ACA Restaurant café’ and should state relevant experience/exposure with such workplace environment.
You are required to respond to all the tasks by demonstrating your skills and knowledge within the assessment guidelines and requirements. Certain tasks have been developed with templates, tables and sections with appropriate spaces, in which you will have to complete and/or provide information to ensure you demonstrate the skills and knowledge of the units. Marking criteria have been provided to support the student’s understanding of the requirement for each task.
To be deemed competent in this assessment each student must demonstrate through written reports and provide information in given templates, the knowledge, and understanding of what actions are necessary to obtain and keep current with the legislative requirements for their industry and specific business. You will have to respond to all the tasks by demonstrating your skills and knowledge within the assessment guidelines and requirements. In Task 4 there is a template (provided in Appendix 1), which you will have to utilise to ensure you validate the required skills and knowledge.
Your responses must comprise:

a comprehensive, detailed and integrated diversity information and management plan a formal communication strategy a reflection of current relevant legislation regarding age, disability, racial, sexual, formal and planned involvement with a wide range of stakeholders a documented risk, issues, and change-management methodology a quality execution plan with assurance and control processes of diversity a restaurant café’ team-based environment
Evidence of the following is important:
demonstration of diversity implementation and its policy review within the workplace knowledge of diversity application and the promotion of its benefits, strategies to comply with procedures for handling complaints or harassment allegations, and management plans, tools, issues, and likely challenges

Task 1 – Policy review report, written responses, and development of a factsheet
This activity has been designed to assess your knowledge and understanding of managing diversity in the workplace.
This task consists of questionnaires and providing information shaped in a fact sheet format which associates with the knowledge of the diversity policy through applying, managing and leading the ACA Restaurant café team. The responses should include the following: Must be relevant to the Diversity policy of ACA Restaurant café and Business Summary plan that you will find in e-learning unless otherwise stated. Responses should link to the theoretical and legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant café’ work environment. Your response to the questionnaires must relate to roles and responsibilities and business of the restaurant café. Certain tasks have been developed with templates and sections with appropriate spaces, in which you will have to complete and/or provide information to ensure you demonstrate the skills and knowledge of the units. Instructions are provided to which students must comply to gain the competency level. Marking allocations have been stated with each task to support the comprehension of the required information to be delivered. Demonstrate that you can or have applied what you have learned, regardless of whether you have undertaken all the performance requirements of the workplace.
Task 2 – Written Responses
This activity has been designed to assess your knowledge and understanding of applying diversity in the workplace.
This task consists of questionnaires which associate with the knowledge of implementing diversity policy through human resources management practices of ACA Restaurant café team. The responses should include the following: Must be relevant to the Diversity policy of ACA Restaurant café and Business Summary plan that you will find in e-learning unless otherwise stated. Responses should link to the theoretical and legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant café’ work environment. Your response to the questionnaires must relate to roles and responsibilities and business of the restaurant café. Questionnaires have been developed with templates and sections with appropriate spaces, in which you will have to complete and/or provide information to ensure you demonstrate the skills and knowledge of the units. Instructions are provided to which students must comply to gain the competency level. theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory Marking allocations have been stated with each task to support the comprehension of the required information to be delivered. Demonstrate that you can or have applied what you have learned, regardless of whether you have undertaken all the performance requirements of the workplace.
Task 3 – Program development, written response and presentation
This activity has been designed to assess your knowledge and understanding of promoting diversity in the workplace through improving the relationship internally and externally to increase cultural awareness, understand respect for each other, and communication to benefit the restaurant café’ to prevent human rights violations.
This task consists of information delivering in a program format, questionnaires and presentation delivery which associates with the demonstration of generating an exceedingly positive work environment through recognition and accepting differences. The responses should include the following: Must be relevant to the Diversity policy of ACA Restaurant café and Business Summary plan that you will find in e-learning unless otherwise stated. Responses should link to the theoretical and legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant café’ work environment. The information provided must relate to roles and responsibilities and business of the restaurant café. Certain tasks have been developed with templates and sections with appropriate spaces, in which you will have to complete and/or provide information to ensure you demonstrate the skills and knowledge of the units. Instructions are provided to which students must comply to gain the competency level. The program developed must reflect Scenario 1 which states the diverse range of staff listed including Age, Sex, Nationality, Disability and Carer responsibilities theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory The presentation has been developed based on staged real-life workplace environment as will be generated by your Assessor, and must comprise of the requirements to accommodate the performance requirements as stated in the task instructions and to complete this task, the student must submit the printed copy of the presentation. Marking allocations have been stated with each task to support the comprehension of the required information to be delivered. Presentation marking criteria has been given in details in Appendix 2. Demonstrate that you can or have applied what you have learned, regardless of whether you have undertaken all the performance requirements of the workplace.
Task 4 – Resolution report
This activity has been designed to assess your knowledge and understanding of managing diversity through promoting a work environment which is inclusive and characterised by respect and which is free from discrimination and harassment.
This task consists of creating a report that supports the internal procedure of ACA Restaurant Café’ for dealing with issues and complaints of discrimination and harassment which may arise. Delivering in a report format, questionnaires and presentation delivery which associates with the demonstration of generating an exceedingly positive work environment through recognition and accepting differences. The responses should include the following: Must be relevant to the Diversity policy of ACA Restaurant café and Business Summary plan that you will find in e-learning unless otherwise stated. Responses should link to the theoretical and legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant café’ work environment. The information provided must relate to roles and responsibilities and business of the restaurant café. To generate the report, you must refer to the effective complaint handling table given in Appendix 1 to ensure demonstrating the skills and knowledge of the units. Instructions are provided to which students must comply to gain the competency level. The report developed must reflect Scenario 2, using the diverse range of staff listed including Age, Sex, Nationality, Disability and Carer responsibilities as stated in Scenario 1. The information given must comply with the appropriate legislative framework of the policy/ procedure Theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory Marking allocations have been stated with each task to support the comprehension of the required information to be delivered. Demonstrate that you can or have applied what you have learned, regardless of whether you have undertaken all the performance requirements of the workplace.

TABLE OF CONTENT

CONTENT PAGES MARKS MARKS ACHIEVED
TASK 1 – Case Study – Diversity Policy Research Analysis (Total of 13 Marks)
Diversity policy location, identification and documentation
1
Written Responses (Total of 12 marks)
Q1. Critical Review of Diversity Policy and report
3
Q2. Recommendation to update the policy
3
Q3. Promoting the benefits and communicating the diversity
2
Develop Diversity Fact Sheet
4
TASK 2 – Application of Diversity Policy (Total of 13 marks)
Written Responses (Total of 13 marks)
Q1.Instrument Workplace Diversity internally and externally to business
3
Q2. Support Diversity information and contribution
2
Q3. The legal requirement of Diversity
4
Q4. Potential Workplace issues
3
Q5. Organisational Exertion valuing Diversity
1
TASK 3 – Development of a Diversity Training Program and Presentation (Total of 20 marks)
Development of Diversity Training Program
5
Written Responses (Total of 5 marks)
Q1. Communication Techniques
2
Q2. Action Improvements
2
Q3. Identify formal and informal complaint procedures
1
Diversity Information Session Presentation
10
TASK 4 – Diversity Management (Total of 4 marks)
Effective Complaint Handling resolution report
4
TOTAL MARKS
50

The learner is required to update and adjust the page numbers and topics based on the amount of their content and the responses made to each task

Diversity Policy in the Workplace

Background

As stated in the Business details above, ACA Restaurant Cafe’ is owned and managed by partners Emma Supreme and Rufus Clarendon. It is located within ACA Hotel.

The Restaurant Café’ is currently open:

Monday – Friday: 6:00 am – 9:00 pm

Saturday: 8:00 am – 9:00 pm

Sunday 8:00 am – 9:00 pm

The owners of the restaurant have decided to start opening on more hours on Saturdays and Sundays due to increased business operation and customer demands as follows:

Saturday: 6:00 am to 11:00 pm

Sunday: 6:00 am to 11:00 pm

ACA Restaurant Cafe’ has been experiencing consistent growth in sales and numbers of customers over the last two years.

The Owners of ACA Restaurant Cafe’, have identified that diversity is being considered as an asset to the company and linked to better economic performance. Considering its many benefits including increased innovation, improved understanding of, and service to, clients, and attraction of talent from the widest possible pool of potential staff, they have identified the need and how it can be an integral part of how they conduct business and to strengthen the commercial success as well. Within the Restaurant Cafe’s established work operations and undertaken code of work practices, it appreciates the differences in every employee and encourages diversity in backgrounds, skills, talents, and views to enrich the working environment.

The Owners also recognises that in order to reflect the customers and local communities, a diversity policy for the restaurant café’ must be updated and be available to both internal and external customers and the public. The policy must be adopted under the Corporations Act 2001 (Cth).

Being aware of diverse strategies and organisational and market opportunities and to utilise a range of tactics to achieve ACA Restaurant Cafe’s goals and objectives, you, as the Manager, have been given the responsibility to review and update the diversity policy to ensure it is legally compliant and supports all the employees and customers to be working and serving respectively in an open, fair and diverse environment.

Task 1 – Case Study – Diversity Policy Research Analysis

As an initial plan, you, as the Manager of ACA Restaurant Cafe’ have researched another major competing business’s established diversity policy and thus conducted an analysis to compare the approach underpinned by a comprehensive diversity strategy and identified factors aggregated that may impact on creating a healthy relationships and hinder the Restaurant Cafe’s commitment to shaping on the strengths of the people and communities. You are aware that it is imperative to increase the local resources to meet community needs.

Your Task is to:

  1. Locate the established ACA Restaurant Café’s Diversity policy from e-learning and identify this policy. Provide a snapshot/copy of the front page of the diversity policy below as evidence of your acknowledgment and reviewing the document. (BSBDIV501 1.1) 1 Mark
  1. Written Responses

Respond to the following queries in the appropriate spaces below:

All responses must:

  • be relevant to the diversity policy of ACA Restaurant Café’, unless otherwise stated.
  • demonstrate that you can or have applied what you have learned from acknowledging the policy
  • theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory

<50% marks of the allocated marks for the questions and answers in Task 1B, will be given for providing theoretical aspect and remaining 50% marks for providing the relevancy on how the information fits in with business operations of ACA Restaurant Café’. Only theoretical responses will not be accepted, and 50% marks will be allocated, should that be the case. However, Assessor to assess if relevant theory has been provided by the student as per the requirement of the tasks. Non-relevant answers will be considered not satisfactory>

Question 1: In 300- 400 words, you are to critically review this policy and write a report in detail of at least two areas of weakness that affect the application of this policy for the employees of ACA Restaurant Café (BSBDIV501 1.2). Consider the following to support your analysis: What areas were neglected, or not adequately addressed? 3 Marks You may search the internet to research and analyse other similar business or any other hospitality industry’s diversity policy practices for benchmarking. (e.g. the diversity brochure of the Hilton Hotel can be achieved from the following link:
https://newsroom.hilton.com/assets/HWW/docs/2018/2018_Internal_Diversity_and_Inclusion_Brochure%5B2%5D.pdf)
<2 marks allocated for each weakness provided and 1 mark for the explanation of the effect>







Question 2: Outline effective recommendations on those identified areas that would entail being improved and updated within the policy. Also, state how the recommendations would be communicated with the Owners of ACA Restaurant Café’ for their approval. <2 marks for providing the recommendations and 1 mark allocated for stating the communication process> 3 Marks







Question 3: How would you promote the benefits of diversity and communicate the updates of diversity policy to all staff members of the ACA Restaurant Café’? Explain. <1 mark allocated for stating the benefit and 1 mark allocated for explanation> 2 Marks






  1. As a reflection of the above information gathered, to secure the benefits of a diverse workforce and to have an inclusive environment where everyone feels able to participate and achieve their potential, you are required to develop a 1-2-page Fact Sheet. Theinformation of the fact sheet must be available for all employees of ACA Restaurant Café’ to ensure they understand and value diversity within the business.

Your developed fact sheet must comprise of the following: 4 Marks

  • The factsheet must be designed to support ACA Restaurant Cafe’s ongoing commitment to recognising, promoting and supporting diversity within the work environment.
  • It must be designed in a way that it can be used during the induction process for newly recruited employees.
  • The factsheet must be printed in colours
  • Creativity and visuals are to be used along with key terms and details of the policy.
  • Include what Diversity is, what methods employees can use to provide feedback, privacy, work practices, selecting and recruiting staff, training, file a report of breach of the Diversity policy, staff involvement in the development quality customer service practices, prejudices and respect for difference in personal interactions, communication to new methodologies, any cautions, managing allegations and follow up on complaints and finally foster diversity by all in the workplace. (BSBDIV501 1.3-1.4)
  • To assist you with designing a fact sheet, you may use the following link as an example to develop an understanding of fact sheet may consist of:

Example of a Diversity Fact Sheet in the following site:

http://fecca.org.au/wp-content/uploads/2015/06/factsheet-3-what-is-diversity-in-the-workplace1.pdf
  • Please refer to the marking guide as given below

<Insert your answer here>

Marking guide for Task 1C: the marking allocation for this task will be catered in the following way:

Mark allocation contents Marks Allocated Marks received
Detailed information within the fact sheet covering contents as stated in bullet point no. 5 ( please see for information above) 2
Contents of diversity fact sheet reflects ACA Restaurant Cafe’s ongoing commitment to support diversity 1
Details of ACA Restaurant Café’ (e.g. logo, ABN) 0.5
Printed in colour 0.5
Total 4
Task 2 – Application of Diversity Policy

Workplace diversity involves recognising the value of individual differences and managing them in the workplace and developing people management strategies that accommodate differences in the background, perspectives and family responsibilities of employees.

ACA Restaurant Cafe’ has adopted a rigid human resources management practices for the selection of diverse talent, HR policies and practices to identify barriers, opportunities for improvement and working towards increased and enhanced workplace diversity. It fosters the national and state laws cover equal employment opportunity and anti-discrimination to create a workplace free from discrimination and harassment.

As the Manager of ACA Restaurant Cafe’, you understand their rights and responsibilities under human rights and anti-discrimination law. You foster training the newly recruited employees by setting effective anti-discrimination and anti-harassment procedures in place to assist them to feel valued in their new work environment and to improve and their productivity and increase efficiency.

Your Task is to respond to the following questions in the appropriate spaces below:

All responses must:

  • be relevant to the diversity policy of ACA Restaurant Café’, unless otherwise stated.
  • demonstrate that you can or have applied what you have learned from acknowledging the policy
  • theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory

<50% marks of the allocated marks for the questions and answers in Task 2, will be given for providing theoretical aspect and remaining 50% marks for providing the relevancy on how the information fits in with business operations of ACA Restaurant Café’. Only theoretical responses will not be accepted, and 50% marks will be allocated, should that be the case. However, Assessor to assess if relevant theory has been provided by the student as per the requirement of the tasks. Non-relevant answers will be considered not satisfactory>

Question 1: Discuss in 100 words how you as the Manager, during the induction process of ACA Restaurant Cafe’, can use and instrument workplace diversity to enhance the company’s image, internally and externally. You may include any internal and external forums that could be used to promote ACA Restaurant Café’s diversity success and further enhance the benefits of diversity in the workplace to the broader society. (Here, internal forum refers to within the restaurant such as policies and procedures and external refers to the outside of the restaurant such as an interpreter) (BSBDIV501 3.1) 3 Marks <2 marks allocated for detailed information of using diversity to enhance company image, 1 mark allocated to cover internal and external aspects. Total of 3 marks >











Question 2: How would the new employee ensure that the information on workplace diversity can support them to enrich the various products and services and thus contribute to gain a competitive advantage for ACA Restaurant Cafe’ (BSBDIV501 3.2) 2 Marks <1 mark allocated to state ways for assurance and 1 mark allocated for stating the contribution. Total of 2 marks >










Question 3: Provide at least four (4) detailed information on relevant legal requirement on Diversity that is stated in the diversity policy, where you as a Manager must emphasise with the newly recruited staff member must be aware of and must consider that it is understood and implemented by relevant parties of ACA Restaurant Cafe’ at all times. This must include all laws and regulations relating to diversity and how they apply to ACA Restaurant Cafe’. As a Manager, you aim to ensure that the policy is followed by all employees. 4 Marks <1 mark allocated for each detailed legal requirement of diversity provided. Total of 4 marks for all four (4) data provided >









Question 4: You, being the Manager, are aware that staff members can sometimes struggle to work effectively with a difference; Describe three (3) of the potential workplace problems and /or issues that ACA Restaurant Cafe’ could have with promoting or supporting a diverse workforce. 3 Marks <1 mark allocated for each potential problem and/or issue given. Total of 3 marks for all three (3) data provided>















Question 5: How can you, as a Manager provide organisational efforts to value diversity to those staff members facing the above-mentioned workplace issues? 1 Marks <0.5 marks allocated to state the efforts and 0.5 marks allocated for detailed information. Total of 1 mark>











Task 3 – Development of a Diversity Training Program and Presentation

Developing a Diversity Training Program initiates the awareness of diversity issues and fostering cohesiveness in teams, convey knowledge, and educate employees on how to accept differences among fellow employees.

The Owners of ACA Restaurant Cafe’ would like to develop a Diversity Training Program to update on the new changes of the diversity policy and also bring out the best their staff members’ work performance and ensure various factors that generate barriers like ethnic, social or political are removed within the environment to promote a product as a team. The Owners believe such a training program should increase cultural awareness, knowledge, and communication and benefit the restaurant café to prevent civil rights violations.

Considering the diverse group of people working within ACA Restaurant Cafe’, the Owners have would like also like to ensure the removal of any employment-related preconception, including inadvertent prejudice that may be experienced by various groups which includes Aboriginal and/or Torres Strait Islander people, people with disability, people from culturally and Linguistically Diverse (CALD) communities.

Therefore to generate a good understanding and respect towards the work culture of ACA Restaurant Cafe’, you, as the Manager has been given the responsibility to develop a Diversity Program leveraging a broad range of ideas and insights of decision making, which will be established by employing and retaining a diverse workforce. You are to promote encouragement to create a highly positive work environment, which will support the staff members to recognise and be tolerant of differences among co-workers.

Scenario 1:

Assume the following group of people is included within your team of ACA Restaurant Cafe’: (It is a typical example of modern Australian workplaces with a diverse range of staff including Age, Sex, Nationality, Disability and Carer responsibilities).

  • Assistant Manager, 55 years old, Male, Australian, with strong Catholic beliefs
  • Head Chef, 46 years old, male, Greek, proud and speaks of his heritage with great passion
  • Sous Chef, 38 years old, Japanese female, very shy, conversation practice not that strong
  • Kitchen Hand, 26 years old, female, Indonesian, mother of a 1-year child
  • Bartender, 25 years old, American, sexually identifies as lesbian, atheist (no religion)
  • Senior Wait Staff, 20-year-old, female, Turkish of the Muslim faith
  • Wait staff, 18 years old New Zealander, female, non-practicing Catholic, colour blind.
  • Wait Staff, 40-year-old Indian, Male, Hindu, has had epilepsy attacks in the past

Your task is to:

  1. Develop a Diversity Training Program for the group of team members as stated above, as part of the ACA Restaurant Cafe’s Diversity policy. (BSBDIV501 2.3) 5 Marks

This Diversity Training program MUST include training for all levels within your workplace and comprise of the following;

The program:

  • Should be aligned with business strategies within all business areas and service periods delivered
  • Improve relationships within the restaurant café’ and with customers
  • Address problems such as discrimination, sexual harassment, and methods to deal with grievances
  • Provide knowledge and develop skills that lead to business opportunities and optimised talent
  • Should reflect the understanding of ethics and human rights
  • Should demonstrate ways of coaching and or mentoring a workplace colleague to assist them to work successfully in a diverse environment.
  • Should incorporate various aspects of:
  • How do you attract a diverse range of candidates in your recruitment process
  • How would you promote the benefits of a diverse workforce to another person who was unaware of these benefits?
  • How can you ensure selection and interview processes are fair
  • What strategies can be put in place to prevent discrimination and bias
  • Management, Supervisors and Operational Staff (Who)
  • Type of training you will do (What)
  • Training plan for how you will deliver this training (How)
  • Justification for this training (Why)

Marking guide for Task 3A: the marking allocation for this task will be catered in the following way:

Mark allocation contents Marks Allocated Marks received
Alignment with the business context 0.5
Compliance with the diversity legislation and organisational policy 1
Improvements within the policy and its application internally and externally, which includes age, gender, work/life balance, parental support, LGBTI, disability and Aboriginal and Torres Strait Islander, peoples 1
Addressing strategies for recruitment and selection 1
Ways of coaching and or mentoring workplace colleague to assist them to work successfully in a diverse environment 1
Inclusive practices to assist address actual workplace needs 0.5
Total 5

<Insert your answer here>

  1. Written Responses

Respond to the following queries in the appropriate spaces below:

All responses must:

  • be relevant to the diversity policy of ACA Restaurant Café’, unless otherwise stated.
  • demonstrate that you can or have applied what you have learned from acknowledging the policy
  • theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory

<50% marks of the allocated marks for the questions and answers in Task 3B, will be given for providing theoretical aspect and remaining 50% marks for providing the relevancy on how the information fits in with business operations of ACA Restaurant Café’. Only theoretical responses will not be accepted, and 50% marks will be allocated, should that be the case. However, Assessor to assess if relevant theory has been provided by the student as per the requirement of the tasks. Non-relevant answers will be considered not satisfactory>

Question 1: Consider you have joined ACA Restaurant Cafe’ just recently, as a new employee, within the above-listed workgroup, describe in 100- 150 words, what communication techniques or actions would you take in the first few days to not be influenced by prejudices and generalisations? 2 Marks <1 mark allocated to state the communication actions and 1 mark allocated for detailed information. Total of 2 marks>







Question 2: State in 100 – 150 words, a brief description of how your communications or actions could be improved. 2 Marks <1 mark allocated to state the improvements and 1 mark allocated for detailed information. Total of 2 marks >






Question 3: Identify the formal and informal complaint procedures that ACA Restaurant Café’ can incorporate to address any issues that may arise due to communication that was influenced by prejudices and generalisations. What is the legislative framework for the policy/ procedure should ACA Restaurant Café’ refer to? 1 Mark <0.5 marks allocated to the identification of procedures and 1 mark allocated to state the required framework. Total of 1 mark>





  1. Presentation Information Presentation

In addition to supporting your Diversity Training Program, you, as the Manager, are required to conduct a 5 minutes Diversity Information Session PowerPoint Presentation to promote and foster workplace diversity towards your staff members. 10 Marks

The aim of this task is to develop a clear understanding of accepting and embracing the differences within the group and improving collaboration to enhance ACA Restaurant Cafe’s business reputation.

Your power point presentation will include the following requirements:

  • Minimum 6-7 Slides
  • Must attach the printed copies of the slides after the presentation (4 Slides on one page)
  • Highlight objectives for achieving workplace diversity and flexibility and how an effective diversity strategy can support an organisation’s business objectives during all the services periods of the business (which includes breakfast, lunch, dinner and events)
  • Outline how to implement and manage a successful diversity and inclusion strategy, from communication and training to address workplace behaviour and to evaluate progress within all business areas
  • Elaborate how you can manage and support a team member facing difficulties in collaborating with differences and how you can encourage team alliances
  • Provide examples of how differences (e.g. work patterns, ideas or information) contribute as strengths in work teams that can improve the organisation’s products, services, customer relations and how they enhance competitive advantage.
  • Integrate workplace diversity principles into all aspects of human resource management, such as planning, selection and recruitment, performance appraisal, training and development, health and safety and workplace relations
  • Provide information that promotes the organisation’s workforce diversity in internal and external forums to boost ACA Restaurant Cafe’s image
  • Please refer to Appendix 2 for Marking Criteria.
TASK 4 –Diversity Management

ACA Restaurant Cafe’ strive to incorporate affirmative action plans into place, to deal with the processes by which diversity can lead to different outcomes which include increasing workforce diversity on some dimension that it facilitates the achievement of the Restaurant Cafe’s objectives. The Owners fosters inconsistent maintenance of the implementation of practices that show respect for all individuals and recognises their value and providing services to clients irrespective of race, religion, politics, age, disability, gender, and sexuality.

As the Manager of ACA Restaurant Cafe’, you must ensure appropriate workplace system and operations are in place by planning, designing and delivering culturally responsive services that encourage responsible risk-taking and demonstrate that ACA Restaurant Cafe’ recognise the value of our multicultural society. It is also important to incorporate strategies to diversity management and review diversity policy on a regular basis.

Scenario 2:

Assume that you have just recently received a written complaint from one of the staff members in your group stated above in Scenario 1, announcing a conflict that has raised with another staff member due to cultural differences.

Your task is to:

Outline a report of 200-250 words what you, as the Manager, can put in place to resolve the issue: 4 Marks

<1 mark allocated for identifying the staff and potential problem, 1 mark allocated to cover legal framework and 2 marks allocated to provide details of resolution using the stated procedure in Appendix 1>

  • You are required to consider the following:
  • Choose any two staff members from the list in Task 3 Scenario 1
  • Identify the potential challenges, own prejudices and diverse issues that may arise between the two (e.g. cross-cultural conflicts or misunderstandings)
  • Must comply with the appropriate legislative framework of the policy/ procedure
  • Ensure both staffs receive the highest standard of care
  • The resolution must be dealt with in as confidential, sensitive and expedient a manner as conceivable
  • Ensure that the prevention and resolution of complaints of discrimination and harassment become an integral part managerial responsibility
  • Using the sample, “Effective Complaint Handling” template below (Appendix 1) or visiting the link provided below, you can outline your responses to resolve and manage the grievance and what support you could provide the team to ensure organisational value.
  • You can generate your report in a tabular form or in an essay format.
http://www.ombudsman.wa.gov.au/Publications/Documents/guidelines/Effective-handling-of-complaints-made-to-your-organisation.pdf

END OF ASSESSMENT

Appendix 1:

Appendix 2

5 Minute PRESENTATION OBSERVATION CHECKLIST 10 Marks

Category Assessing Criteria Did the Learner meet the criteria Y/N

Organisation
Included the introduction and statement of purpose
Ideas were organised, clear, concise and in a logical order and presented in a meaningful way.
Necessary background information was provided.
Present ideas and information to a uses an effective and interesting opening unfamiliar audience and environment that provoke interest and response
The presentation appropriately cited the requisite number of references
Concluded with a strong conclusion



Content
An attractive introduction layout of the problem and establishment of a framework for the rest of the presentation
Maintained consistency on focusing on defining the subject and central message
The presentation contained accurate information with the support of major key points and central message
The material included relevant to the overall message/purpose
An appropriate amount of materials were prepared
An obvious conclusion summarising the presentation.



Presentation
Maintained good eye contact with the audience and did he/she maintain effective body language (e.g., gestures, moving around, etc.)?
Used a clear, audible voice with well-paced speech?
Stayed focused on the topic
Used inflection to convey the importance of main points and enthusiasm for the subject
Delivery poised, controlled, and smooth?
Demonstrated good language skills and use of appropriate pronunciation, spelling, and grammar were accurate
Were the visual aids well prepared, informative, effective, and non-distracting?
Was the length of presentation within the assigned time limits?
Discussion Did the learners participate actively and confidently in critical debate and discussion of ideas while responding to new and different communication situations?

ASSESSMENT MARKING CRITERIA FOR THE PRESENTATION (Trainer use only for marking purposes) 10 Marks

Learning Outcome Marks Allocated Marks Received
5 Minute PRESENTATION Marking guide

Introduction brief and discussion on the necessity of the program Training 0.5
Explain and discuss diversity contents and desired outcomes of the training program to the audience 1.5
Delivery style of the information presented, accuracy and summarise key concepts and ideas 0.5
Verbal and non-verbal communication used 0.5
Identify and address training needs to address issues of difference in the team including selecting and recruiting staff, managing allegations and complaint handling 2
Discussed actions to ensure that the diversity policy is understood and implemented by relevant parties in internal and external forums to enhance the company’s image and reputation 2
Address own prejudices and demonstrate respect for differences in individual work patterns, personal interactions to improve productivity and customer relations 2
Seek feedback and suggestions for improvement 1
Total 10

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