Monitor work operations


Table of Content

Table of Contents 2

Instructions to Learner 3


Q 1 3

Q 2 3

Q 3 4

Q 4 5

Q 5 5

Q 6 6

Q 7 6

Q 8 7

Q 9 7

Q 10 8

Q 11 9

Q 12 10

Q 13 11

Q 14 11


Q 1 13

Q 2 14

Q 3 14

Q 4 15

Q 5 15

Q 6 16

Q 7 16

Q 8 17

Q 9 18

Q 10 18

Instructions to Learner

Welcome to KII4059 Understanding People at work! This KII unit covers the following unit/s of competency.


Lead diversity and inclusion


Monitor work operations


Manage conflict

Assessment instructions


Prior to commencing the assessments, your trainer/assessor will explain each assessment task and the terms and conditions relating to the submission of your assessment task. Please consult with your trainer/assessor if you are unsure of any questions. It is important that you understand and adhere to the terms and conditions, and address fully each assessment task. If any assessment task is not fully addressed, then your assessment task will be returned to you for resubmission. Your trainer/assessor will remain available to support you throughout the assessment process.

Written work

Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the overall unit of competency. When undertaking any written assessment tasks, please ensure that you address the following criteria:

Address each question including any sub-points

Demonstrate that you have researched the topic thoroughly

Cover the topic in a logical, structured manner

Your assessment tasks are well presented, well referenced and word processed

Your assessment tasks include your full legal name in the provided cover page.

Active participation

It is a condition of enrolment that you actively participate in your studies. Active participation is completing all the assessment tasks on time.


Plagiarism is taking and using someone else’s thoughts, writings or inventions and representing them as your own. Plagiarism is a serious act and may result in a learner’s exclusion from a course. When you have any doubts about including the work of other authors in your assessment, please consult your trainer/assessor. The following list outlines some of the activities for which a learner can be accused of plagiarism:

Presenting any work by another individual as one’s own unintentionally

Handing in assessments markedly similar to or copied from another learner

Presenting the work of another individual or group as their own work

Handing in assessments without the adequate acknowledgement of sources used, including assessments taken totally or in part from the internet.

If it is identified that you have plagiarised within your assessment, then a meeting will be organised to discuss this with you, and further action may be taken accordingly.


Collusion is the presentation by a learner of an assignment as their own that is, in fact, the result in whole or in part of unauthorised collaboration with another person or persons. Collusion involves the cooperation of two or more learners in plagiarism or other forms of academic misconduct and, as such, both parties are subject to disciplinary action. Collusion or copying from other learners is not permitted and will result in a “NS” grade and NYC.

Assessments must be typed using document software such as (or similar to) MS Office. Handwritten assessments will not be accepted (unless, prior written confirmation is provided by the trainer/assessor to confirm).

Competency outcome

There are two outcomes of assessments: S = Satisfactory and NYS = Not Yet Satisfactory

Once the learner has satisfactorily completed all the tasks for this module the learner will be awarded “Competent” (C) or “Not yet Competent” (NYC) for the relevant unit of competency.

If you are deemed “Not Yet Competent” you will be provided with feedback from your assessor and “will” be given another chance to resubmit your assessment task(s). If you are still deemed as “Not Yet Competent” you will be required to re-enrol in the unit of competency.

Additional evidence

If we, at our sole discretion, determine that we require additional or alternative information/evidence in order to determine competency, you must provide us with such information/evidence, subject to privacy and confidentiality issues. We retain this right at any time, including after submission of your assessments.


We will treat anything, including information about your job, workplace, employer, with strict confidence, in accordance with the law. However, you are responsible for ensuring that you do not provide us with anything regarding any third party including your employer, colleagues and others, that they do not consent to the disclosure of. While we may ask you to provide information or details about aspects of your employer and workplace, you are responsible for obtaining necessary consents and ensuring that privacy rights and confidentiality obligations are not breached by you in supplying us with such information.

Assessment appeals process

If you feel that you have been unfairly treated during your assessment, and you are not happy with your assessment and/or the outcome as a result of that treatment, you have the right to lodge an appeal. You must first discuss the issue with your trainer/assessor. If you would like to proceed further with the request after discussions with your trainer/assessor, you need to lodge your appeal to the course coordinator, in writing, outlining the reason(s) for the appeal. For more information please refer to our policy and procedures by visiting or login to your LMS account by clicking the link

Recognised prior learning

Candidates will be able to have their previous experience or expertise recognised on request.





Special needs

Candidates with special needs should notify their trainer/assessor to request any required adjustments as soon as possible. This will enable the trainer/assessor to address the identified needs immediately

Assessment requirements

Assessment can either be:

Direct observation

Product-based methods e.g. reports, role plays, work samples


The assessment activities in this workbook assess aspects of all the elements, performance criteria, skills and knowledge and performance requirements of the unit of competency.

To demonstrate competence in this unit you must undertake all activities in this Assessment and have them deemed satisfactory by the assessor. If you do not answer some questions or perform certain tasks, and therefore you are deemed to be Not Yet Competent, your trainer/assessor may ask you supplementary questions to determine your competence. Once you have demonstrated the required level of performance, you will be deemed competent in this unit.

Should you still be deemed Not Yet Competent, you may have the opportunity to resubmit your assessments or appeal the result.

As part of the assessment process, all learners must abide by any relevant assessment policies as provided during induction (orientation). For more information refer to our assessment policies by visiting or login to your LMS account by clicking the link

If you feel you are not yet ready to be assessed or that this assessment is unfair, please contact your assessor to discuss your options. You have the right to formally appeal any outcome and, if you wish to do so, discuss this with your trainer/assessor.



Course Name:

Assessment Tool:

Assessment 1

Student must fill this section:

Student Name:

Student ID:

Privacy Release Clause:

I give my permission for my assessment material to be used in the auditing, assessment validation & moderation Process”

Authenticity Declaration:

I declare that:

The material I have submitted is my own work;

I have kept a copy of all relevant notes and reference material that I used in the production of my work;

I have given references for all sources of information that are not my own, including the words, ideas and images of others.”

Student signature:


Assessment Completion Status





Assessor’s Signature

Initial attempt

2nd attempt/Re-assessment

Feedback to student:

Information for Student:

All work is to be entirely of the Student.

Read the instructions for each question very carefully.

Be sure to PRINT your FULL name & LAST name in every place that is provided.

Short questions must be answered in the spaces provided or follow the word limits as instructed.

For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The student must attach its own work formatted in double space, Arial 12 pts.

All assessment tasks must be addressed correctly in order to obtain a competence for the unit of competency.

If the Student doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.

All assessments must be submitted online. Login to and follow the subject link to submit your assessments. Note that the hard copy of the assessments will not be accepted.

Re-assessment of Result& Academic Appeal procedures:

If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Operations Manager. This should be submitted after completion of the subject and within fourteen days of commencement of the new term.

Re-assessment Process:

An appeal in writing is made to the Operations Manager providing reasons for re-assessment /appeal.

Operations Manager will delegate another faculty member to review the assessment.

The student will be advised of the review result done by another assessor.

If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the Operations Manager OR if need be an external assessor.

The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final.

If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency.

Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject.  

The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid.
Academic Appeals

If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol.

To appeal a decision, the person is required to complete the KII- Request for Appeal of a Decision form with all other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details:

Student Support Officer, Kingsford International Institute (KII), Level 6, 128-136 Chalmers St, Surry Hills, NSW 2010, Email: [email protected]

The notice of appeal should be in writing addressed to the Operations Manager and submitted within seven days of notification of the outcome of the re-evaluation process.

If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit.

In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate.

The decision of Operations Manager will be final.

Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy.

I understand all the above rules and guidelines for the assessment”

Full Name


Date (dd/mm/yyyy)

Pre-assessment Checklist

Your assessor will go through the assessment for this unit. It is important that you understand this assessment before taking on the questions and tasks. To confirm that you have been given this overview, we ask you to complete the following Pre-Assessment Checklist.

You are required to carefully read each checklist item provided below and tick either ‘Y’ to confirm your understanding or ‘N’ if you disagree. In case you disagree with an item, please provide your reason under the ‘Comments’ column.

When you have done this, we ask you to sign this Pre-Assessment Checklist. This acknowledges that your Trainer/Assessor has discussed all of the information with you prior to undertaking this assessment.

Pre – assessment Checklist




I, the student, understand the purpose of the assessment.



I understand when and where the assessment will occur, who will assess and in what format the assessment will be



I understand the methods of assessment.



I understand what resources are required to complete this assessment.



I understand the performance level required for each assessment event.



I understand that it must be my own work. I have been explained and understand the serious consequences in case this work is found plagiarised.



I understand the process if I am deemed not yet competent.



I understand the feedback process and the appeals process.



The assessor has discussed with me if I have any special needs and if so what arrangements have been made.

Student Full Name

Student ID

Student Signature

Date (dd/mm/yyyy)

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:

review the advice to students regarding answering knowledge questions in the hospitality Works Student User Guide

comply with the due date for assessment which your assessor will provide

adhere with your KII’s submission guidelines

answer all questions and parts of this assessment completely and correctly

submit work which is original and, where necessary, properly referenced

submit a completed cover sheet with your work

do not sharing your answers with other students.


Assessment information

Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide. Refer to the appendix for information on:

where this task should be completed

the maximum time allowed for completing this assessment task

whether or not this task is open-book.

Note: You must complete and submit an assessment cover sheet with your work.


Q 1


To provide you with an opportunity to know the organisation work and planning methods appropriate to the industry sector

Identify four work organisation methods appropriate to your industry sector i.e., in Hospitality industry?

Q 2


To provide you with an opportunity to ensure leadership and management roles and responsibilities in the relevant industry sector

What are the six primary functions of management? List all of them.

Q 3


To provide you with an opportunity to know operational functions in the relevant industry sector

Identify three operational functions specific to your business?

Q 4


To provide you with an opportunity for procedures and systems to support work operations:

Identify four procedures and systems which support work operations.

Q 5


To provide you with an opportunity to know concepts of quality assurance

How can the concept of quality assurance be defined? (approx. 30 words)

Q 6


To provide you with an opportunity to ensure quality assurance and how it is managed and implemented in the workplace

Which quality standards and procedures are used by your organisation? Identify and list at least 5 quality standards.

Q 7


To provide you with an opportunity to sustainability considerations for frontline operational management

What is the relationship between operational efficiency and financial sustainability?

(approx. 50 words)

Q 8


To provide you with an opportunity to ways of minimising waste in the relevant work.

Identify at least six ways of minimising waste within your organisation?

Q 9


To provide you with an opportunity to know the Time management principles and their application to leaders and managers for planning own work and the work of others

Identify four-time management strategies that may be applied by leaders and managers for the planning of their own work and the work of others?

Q 10


To provide you with an opportunity to delegate work according to principles of delegation.

Specify four reasons for delegating tasks within your organisation.

Identify four principles of delegation.

Q 11


To provide you with an opportunity to identify and analyse workplace problems from an operational and customer service perspective.

Identify the stages of the 8D problem solving method?

Identify five methods that may be used for the resolution of problems which may have a long-term impact.

Q 12


To provide you with an opportunity to relationship of relevant industrial awards to hours and conditions of work

List website could you use as a reference to check the awards and conditions of your workplace?

Provide examples of industrial awards or conditions in your industry, that may affect how you roster staff? (approx. 50 words)

Q 13


To provide you with an opportunity to ensuring systems and procedures meet work health and safety requirements

Identify five responsibilities that employers have for the health and safety of other staff members?

Q 14


To provide you with an opportunity to ensure ideas within the team in a positive and collaborative way and provide feedback, coaching and support to team members

Describe how you can provide feedback, corrective action and support to employees during coaching. (approx. 50 words)

Briefly describe the five steps involved in demonstrating a task to a trainee.

(approx. 50 words)


Q 1


To provide you with an opportunity to identify potential for conflict situations in the tourism, travel, hospitality and event industries

Provide five examples and causes of conflict that are commonly encountered in the tourism, travel, hospitality and event industries?

Examples of conflict in the tourism

Causes of conflict

Q 2


To provide you with an opportunity to identify situations Conflict theories

Identify five signs of potential conflict in the workplace?

Q 3


To provide you with an opportunity to identify stages of conflicts.

Describe five stages of conflict in the workplace? (approx. 100 words)

Q 4


To provide you with an opportunity to ensure conflict-resolution techniques

Identify three levels of workplace conflict in a typical workplace environment?

Q 5


To provide you with an opportunity to manage conflict within scope of own role and responsibilities, and according to organisational procedures.

Identify four potential results of conflict in the workplace

Q 6


To provide you with an opportunity to take responsibility for seeking a solution to conflict within scope of own role and responsibilities, seeking assistance where required.

Identify four ways of demonstrating assertiveness when dealing with workplace conflict?

Q 7


To provide you with an opportunity to communicate with parties involved to seek and provide feedback on conflict and its resolution.

Identify at least four communication techniques that can be used for the effective resolution of conflict?

Q 8


To provide you with an opportunity to evaluate and reflect on the conflict and effectiveness of the solution.

Identify four resources that can assist in the management of workplace conflict?

Q 9


To provide you with an opportunity to evaluate and reflect on the conflict and effectiveness of the solution.

Identify at least four techniques during your communication skills should be used when dealing with conflict situations?

Q 10


To provide you with an opportunity to evaluate and reflect on the conflict and effectiveness of the solution.

Which of your organisational policies and procedures relate to complaint, conflict, and dispute resolution? (approx. 30 words)