Assessment Details
Qualification Code/Title SIT40516 Certificate IV In Commercial Cookery
Assessment Type AT2 Time allowed
Due Date Location Term / Year
Unit of Competency
National Code/Title
Student Details
Student Name Student ID IIE
Student Declaration: I declare that the work submitted is my own, Signature:
and has not been copied or plagiarised from any person or source.
Date:
Assessor’s Name
RESULTS (Please Circle) ☐SATISFACTORY ☐NOT SATISFACTORY
Feedback to student:
Assessor Declaration
*If Student is Not Satisfactory Assessor Declaration: I declare that I have conducted a fair,
Reassessment Required ☐ Yes ☐ No valid, reliable and flexible assessment with this student, and I
have provided appropriate feedback.
Is This Theory Only Task ☐ Yes ☐ No
Signature:
Have student already completed practical/ Vocational Placement Date:
Component? ☐ Yes ☐ No
Instructions to the Candidates
This assessment is to be completed according to the instructions given below in this document.
Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge. You will be
entitled to one (1) resubmit in showing your competence with this unit.
If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
Please refer to the College re-submission and re-sit policy for more information.
If you have questions and other concerns that may affect your performance in the Assessment, please inform the assessor
immediately.
Please read the Tasks carefully then complete all Tasks.
To be deemed competent for this unit you must achieve a satisfactory result with tasks of this Assessment along with a
satisfactory result for another Assessment.
This is an Open book assessment which you will do in your own time but complete in the time designated by your
assessor. Remember, that it must be your own work and if you use other sources then you must reference these
appropriately
Submitted document must follow the given criteria. Font must be Times New Roman, Font size need to be 12, line spacing
has to be Single line and Footer of submitted document must include Student ID, Student Name and Page Number.
Document must be printed double sided.
This is Individual Assessments. Once you have completed the assessment, please provide the Hard copy of the
Assessments to your Trainer/ Assessor.
Plagiarism is copying someone else’s work and submitting it as your own. Any Plagiarism will result in a mark of Not
Satisfactory.
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Assessment Task 2: Practical task
Information for students
In this task, you are required to demonstrate your skills and knowledge by resolving complex or escalated
complaints and disputes with internal and external customers and colleagues. You will be required to complete a
number of role plays and have your performance observed by the assessor.
You will need access to:
your learning resources and other information for reference
your Complaints Policy and Procedures
your Conflict Resolution Policy and Procedures
your Customer Service Policy and Procedures
your Complaints Register template
a phone.
Ensure that you:
review the advice to students regarding responding to written tasks in the Hospitality Works Student User
Guide
comply with the due date for assessment which your assessor will provide
adhere with your RTO’s submission guidelines
answer all questions completely and correctly
submit work which is original and, where necessary, properly referenced
submit a completed cover sheet with your work
avoid sharing your answers with other students.
i 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
how your assessment should be submitted.
Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.
Activities
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Complete the following activities.
1. Carefully read the following information.
Successful completion of this unit requires that you can resolve complex or
escalated complaints and disputes with internal and external customers and
colleagues.
You will need to participate in a number of role plays to demonstrate your skills and
knowledge.
What do I need to demonstrate?
During your practical assessments, you will be required to demonstrate a range of
the skills and knowledge that you have developed during your course. These
include:
resolving escalated complaints or disputes with customers in relation to each
of the following:
o problem or fault with product or service
o delays or poor timing of product or service supply
o misunderstanding of customer request or communication barrier
resolving team member disputes in relation to:
o worker mistake
o dispute or argument among work colleagues
taking appropriate action in response to the following threat or conflict
situations:
o customer refusing to leave or be pacified
o people involved in physical violence
using a range of conflict-resolution techniques and communication skills when
seeking to resolve each of the above situations.
How will I provide evidence?
Your assessor will observe you throughout each role play. In most cases they will
be participating in the role play as a customer or colleague.
They will complete a checklist to record their observations.
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2. Role play 1
Read the scenario.
You are working as the supervisor of the Bridge Hotel. It’s Mother’s Day and the
kitchen has been under pressure since the early breakfast service. As part of the
Bridge Hotel’s Mother’s Day promotion, the kitchen has been providing take away
service for families who prefer to stay at home and celebrate. Customers who
purchase take away can order from an ‘abbreviated’ menu (meaning they do not
have access to the full range of menu items as in-house diners) and the Bridge
Hotel will have delivery drivers send out the meals.
The busy lunch service is almost over and you are just about ready to breathe a
sigh of relief. One of the wait staff approaches you and hands you the phone. The
customer on the other end of the line is not happy and this is the second time they
have called today. They have asked to speak to the manager as no one else is able
to help them.
The role play will begin at this stage.
During this role play you must:
demonstrate effective communication skills when interacting with the customer
take swift and tactful action to prevent escalation
identify and use relevant resources (policies and procedures) to assist in
managing conflict
establish and agree on the nature and details of conflict
determine impact of the conflict
respond to the customer in a sensitive, courteous, respectful and discreet
manner
follow organisation procedures to address the conflict
as the supervisor, determine your responsibility in regards to resolving this
conflict by considering organisation procedures
evaluate options in regards to resolving the conflict and implement the best
solution.
At the end of the role play, you will need to complete the Complaints Register and
document your ideas for improvement.
You will also need to write an email to the customer and ask them to provide you
with feedback about the outcome. Ensure that this is written clearly, respectfully
and professionally.
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3. Role play 2
To ensure realism, you will not be provided with any background information about
this conflict situation. Your assessor will tell you where you need to stand at the
beginning of the role play. You are then to respond to the situation as it unfolds.
During this role play you must:
demonstrate effective communication skills when interacting with the customer
take swift and tactful action to prevent escalation
identify and use relevant resources (policies and procedures) to assist in
managing conflict
establish and agree on the nature and details of conflict with all parties and
assess impact
respond to the customer in a sensitive, courteous, respectful and discreet
manner
follow organisation procedures to address the conflict
as the supervisor, determine your responsibility in regards to resolving this
conflict by considering organisation procedures
evaluate options in regards to resolving the conflict and implement the best
solution.
At the end of the role play, you will need to complete the Complaints Register and
document your ideas for improvement.
You will also need to write an email to the wait person involved that does the
following:
explains the importance of feedback and debriefing after a conflict
provides feedback about their response to the conflict in regards to
organisation policy and procedures
discusses the impact of the situation in regards to Bridge Hotel’s legal liability,
had the customer become ill
discusses the impact of the business’s reputation should the customer go
ahead with negative reviews on social media
encourages them to provide you with feedback about the conflict and how it
was resolved.
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4. Role play 3
This role play is linked to Role play 2 and occurs the next day. The same staff from
the night before are coming in to start their shift.
Your assessor will provide you with some guidance about where you are to begin
the role play.
During this role play you must:
demonstrate effective communication skills when interacting with those
involved
identify potential for conflict
take swift and tactful action to prevent escalation
identify situations where personal safety of colleagues may be threatened and
organise appropriate assistance
identify and use relevant resources (policies and procedures) to assist in
managing conflict
establish and agree on the nature and details of conflict with all parties and
assess impact
manage conflict within scope of own role and responsibilities, and according to
organisational procedures
evaluate options to resolve the conflict in line with organisation policies and
constraints
seek to resolve a solution to this conflict
implement the best solution based on the situation that is occurring and your
responsibility to uphold organisation procedures.
Note that this role play will include some aggressiveness from a Bridge Hotel staff
member who is under the influence of drugs. Speak to your assessor before if you
are concerned or feel uncomfortable about this scenario.
At the end of the role play, you will need to complete an incident report that clearly
details the situation that occurred. Use the Incident Report template to do this.
5. Reflection
Meet with your assessor once all role plays are complete. This is an opportunity to
reflect on your performance and how you felt you resolved the situations. Discuss
any improvements you would make to your own performance and whether you feel
that the solution was the most effective, based on the circumstances.
Discuss the causes of the conflicts that occurred and what you would do to make
sure these do not happen again. You can refer to your Complaint Register for this
part of the discussion.
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6. Submit documents to your assessor.
Ensure that all your pieces of documentation are clear and complete. Submit:
Your email for Role play 1
Your email for Role play 2
Your incident report for Role play 3
Your completed Complaints Register that addresses Role plays 1 and 2.
Send or submit the completed documentstoyour assessor.
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Assessment Task 2: Checklist
Student’s name:
Completed
successfully? Comments
Did the student: Yes No
Role play 1:
Identify potential for conflict?
Take swift and tactful action to prevent
escalation?
Identify and use relevant resources to
assist in managing conflict?
Establish and agree on the nature and
details of conflict?
Determine impact of conflict?
Manage conflict and take responsibility
to seek a solution within scope of own
role and responsibilities as per
Complaints Policy and Proceduresand
Customer Service Policy and
Procedures?
Evaluate options to resolve the conflict,
taking into account organisational
policies and constraints, and
implemented best solution?
Complete required reports?
Sought feedback from the customer
about the outcome?
Reflect on the conflict, their handling of
the situation and the solution they
decided upon?
Identity the causes of the conflict and
identify workplace enhancements and/or
improvements?
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Demonstrate effective communication
skills during the role play?
Role play 2:
Identify potential for conflict?
Take swift and tactful action to prevent
escalation?
Identify and use relevant resources to
assist in managing conflict?
Establish and agree on the nature and
details of conflict?
Determine impact of conflict?
Manage conflict and take responsibility
to seek a solution within scope of own
role and responsibilities as per
Complaints Policy and Proceduresand
Customer Service Policy and
Procedures?
Evaluateoptions to resolve the conflict,
taking into account organisational
policies and constraints, and
implemented best solution?
Complete required reports?
Provide feedback to the wait person
about the conflict and the outcome?
Sought feedback from the wait person
about the conflict and the outcome?
Reflect on the conflict, their handling of
the situation and the solution they
decided upon?
Identity the causes of the conflict and
identify workplace enhancements and/or
improvements?
Demonstrate effective communication
skills during the role play?
Role play 3:
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Identify potential for conflict?
Take swift and tactful action to prevent
escalation?
Take action within own scope of
responsibility to deal with a situation that
impacted the personal safety of staff?
Sought assistance in seeking a solution
to this conflict?
Identify and use relevant resources to
assist in managing conflict, within own
scope of responsibility?
Implement the most appropriate
solution?
Complete required report?
Reflect on the conflict, their handling of
the situation and the solution they
decided upon?
Identity the causes of the conflict and
identify workplace enhancements and/or
improvements?
Demonstrate effective communication
skills during the role play?
Task outcome: Satisfactory Not satisfactory
Assessor signature:
Assessor name:
Date:
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Final results record
Student name:
Assessor name:
Date:
Unit name:
Qualification name:
Final assessment results
Result
Task Type Satisfactory Unsatisfactory Did not submit
Assessment Task 1 Knowledge questions S U DNS
Assessment Task 2 Role plays S U DNS
Overall unit results C NYC
Feedback
My performance in this unit has been discussed and explained to me.
I would like to appeal this assessment decision.
Student signature: _________________________________________ Date: _________________
I hereby certify that this student has been assessed by me and that the assessment has been carried out
according to the required assessment procedures.
Assessor signature: _______________________________________ Date: _________________
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