SITXMGT005 Establish and conduct business relationships Assignment

Table of Contents

Assessment Pack (UAP) – Cover Sheet                                                                                             3

Student and Trainer/Assessor Details                                                                                          3

Course and Unit Details                                                                                                               3

Assessment Submission Method                                                                                                 3

Student Declaration                                                                                                                     3

Assessment Plan                                                                                                                         4

Unit information pack                                                                                                                  4

UAT 1 – Unit Knowledge Test (UKT)                                                                                                 5

Pre-assessment checklist                                                                                                             5

Purpose                                                                                                                                       5

Information for students                                                                                                             5

Reasonable adjustments                                                                                                             5

Student declaration                                                                                                                     5

Assessment task instructions                                                                                                       6

Unit Assessment Result Sheet (UARS)                                                                                             17

UAT 2 – Project                                                                                                                                19

Pre-assessment checklist                                                                                                             19

Purpose                                                                                                                                       19

Information for students                                                                                                              19

Reasonable adjustments                                                                                                              19

Student declaration                                                                                                                     19

Assessment task instructions                                                                                                       20

Unit Assessment Result Sheet (UARS)                                                                                             253

Assessment Pack (UAP) – Cover Sheet

Student and Trainer/Assessor Details

Course and Unit Details

Assessment Submission Method

Student Declaration

Assessment Plan

To demonstrate competence in this unit, the student must be assessed as satisfactory in each of the following assessment tasks.

Unit information pack

Pre-assessment checklist Purpose

The pre-assessment checklist helps students determine if they are ready for assessment. The Trainer/Assessor must review the checklist with the student before the student attempts the assessment task. If any items of the checklist are incomplete or not clear to the student, the Trainer/Assessor must provide relevant information to the student

to ensure they understand the requirements of the assessment task. The student must ensure they are ready for the assessment task before undertaking it.

Information for students

• Please make sure you have completed the necessary prior learning before attempting this assessment.
• Please make sure your Trainer/Assessor has clearly explained the assessment process and tasks to be completed.
• Please make sure you understand what evidence is required to be collected and how.
• Please make sure you know your rights and the complaints and appeal process.
• Please make sure you discuss any special needs or reasonable adjustments to be considered during the assessment (refer to the Reasonable Adjustments Strategy Matrix and negotiate these with your

Trainer/Assessor).

• Please make sure that you have access to a computer and the internet (if you prefer to type the answers).
• Please ensure that you have all the required resources needed to complete this Unit Assessment Task (UAT).
• Due date of this assessment task is according to your timetable.
• In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can be granted by the Trainer/Assessor.
• Evidence of the compelling and compassionate circumstances must be provided together with your request for an extension to submit your assessment work.
• Request for an extension to submit your assessment work must be made before the due date of this assessment task.

Reasonable adjustments

• If student has requested a reasonable adjustment, then complete the reasonable adjustment form included in the unit information pack.

Student declaration

• I confirm that Trainer/Assessor has provided all the information related to the assessment task as included in the information for student section and I am ready for the assessment.

Assessment type:

• Written Questions

Instructions provided to the student:

Assessment task description:

• This is the first (1) unit of assessment task that the student must successfully complete to be deemed competent in this unit of competency.
• The Unit Knowledge Test is comprised of fifteen (15) written questions.
• Student must respond to all the questions and submit them to the Trainer/Assessor.
• Student must answer all questions to the required level, e.g. provide the number of points, to be deemed satisfactory in this task.
• Trainer/Assessor is required to provide feedback within two weeks and notify students when results are available.

Applicable conditions:

• This knowledge test is untimed and is conducted as an open book test (this means student can refer to textbooks during the test).
• Student must read and respond to all questions.
• Student may handwrite/use computers to answer the questions.
• Student must complete the task independently.
• No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.
• Trainer /Assessor must assess student’s written skills and knowledge as he/she completes this assessment task.
• The Trainer/Assessor may ask the student relevant questions on this assessment task to ensure that this is his/her own work.

Resubmissions and reattempts:

• Where a student’s answers are deemed not satisfactory after the first attempt, a resubmission attempt will be allowed.
• Student may speak to their Trainer/Assessor if the student has any difficulty in completing this task and requires a reasonable adjustment (e.g., can be given as an oral assessment).
• For more information, please refer to the RTO Student Handbook.

Location:

• This assessment task may be completed in (tick the relevant box):

• Trainer/Assessor will provide the student with further information regarding the location for completing this assessment task.

Purpose of the assessment

The purpose of the assessment is to check knowledge relevant to the unit.

Instructions for answering written questions:

• Students must complete a written assessment consisting of a series of questions.
• It is expected from students to correctly answer all the questions.
• Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and good writing skills.
• Students must respond to all questions for this assessment in a concise manner, providing only information that is relevant.
• Student must use non-discriminatory language. The language should not devalue, demean, or exclude individuals or groups on the basis of such attributes including gender, disability, culture, race, religion, sexual preference, age and/or any other basis. Gender inclusive language should be used.
• Assessors must not accept responses/answers that have been copied directly from other sources materials.
• Access to learner guide and other learning materials.
• Computer
• Internet
• MS Word
• Printer or e-printer
• Unit Assessment Task

The hospitality management industry encompasses hotels, restaurants, resorts, and event venues.

• It's structured to meet the needs of travellers and locals seeking accommodation, dining, and entertainment.
• Large hotel chains often have centralized management overseeing multiple properties globally.
• Independent hotels may have more localized management teams.
• Similarly, restaurant chains typically have centralized control over operations and marketing.
• Key players include general managers, department heads (food and beverage, front office), and operational staff (chefs, servers, housekeeping).
• Specialized roles exist in revenue management, marketing, and guest services.
• The industry prioritizes delivering exceptional customer experiences while efficiently managing operations.
• Collaboration between departments and maintaining high service standards are crucial for success.
• By studying hospitality management we can explore various sectors like catering services, cruise lines, and theme parks as part of their coursework.
• Embracing sustainability is an emerging trend in the industry, with many establishments implementing eco- friendly practices like conserving energy, reducing waste, and sourcing ingredients locally.
• Collaboration between businesses in the hospitality industry can lead to innovative offerings, like themed events or unique dining experiences, which attract more customers.
• Strong interrelationships foster a sense of community within the industry, encouraging knowledge sharing and skill development among employees.
• Businesses can leverage their connections to negotiate better deals with suppliers, helping to reduce costs and improve profitability.
• In the age of social media and online reviews, positive interrelationships can lead to increased visibility and positive word-of-mouth referrals.
• Conversely, negative interactions between businesses can lead to reputational damage, as dissatisfied customers may share their experiences online, impacting future business opportunities.

- In hospitality management, sources of supply refer to where businesses get their stuff from, like food, linens, and amenities.

• Choosing good suppliers is super important because it affects how guests feel about their experience and whether they come back.
• If a hotel has reliable suppliers, it means they can keep giving guests high-quality stuff and maybe even save money.
• But if there are problems with suppliers, like late deliveries or bad quality, it can mess things up and make guests unhappy.
• Also, if businesses don't have good relationships with their suppliers, they might end up paying more or not getting what they need on time.
• So, in hospitality, making sure you have good suppliers is key for keeping things running smoothly and making guests happy.
• Different types of suppliers in hospitality management include food and beverage vendors, linen and amenities providers, equipment suppliers, and maintenance service providers.
• Developing strong relationships with suppliers can lead to perks like getting first dibs on new products or better deals on prices.
• Reliable suppliers ensure that hotels and restaurants can maintain consistent quality standards, which is important for keeping guests satisfied.
• If a hotel or restaurant runs out of essential supplies due to unreliable suppliers, it can lead to operational disruptions and unhappy guests.
• In some cases, businesses may choose to source supplies locally to support the community and reduce transportation costs.
• The reputation of a hospitality business can also be impacted by the reputation of its suppliers, so choosing reputable suppliers is essential for maintaining a positive image

- Distribution and marketing networks in hospitality management are about how businesses get their services out there and make sure people know about them.

• This includes things like online booking sites, travel agencies, and ads.
• Having good distribution and marketing networks can make a big difference in how well a hotel or restaurant does.
• If a business has a strong network, it means more people know about it and might want to use it.
• But if the distribution channels or marketing strategies aren't working well, it can be hard for a business to get noticed and compete with others.
• Bad relationships with distribution partners or marketing agencies can also cause problems and make it harder for a business to succeed.
• So, in hospitality management, it's really important to have good plans for how to get the word out about your business and make sure people can find you easily.
• Different distribution channels in hospitality management include online travel agencies (OTAs), direct bookings through the hotel's website, travel agents, and tour operators.
• Effective marketing efforts can include social media campaigns, email marketing, loyalty programs, and partnerships with local businesses or attractions.
• A strong distribution and marketing network can lead to higher occupancy rates for hotels and increased foot traffic for restaurants.
• Businesses with successful networks may also benefit from positive word-of-mouth referrals and repeat customers.
• Conversely, ineffective distribution and marketing strategies can result in low visibility, fewer bookings, and decreased revenue.
• Maintaining good relationships with distribution partners and marketing agencies is crucial for ensuring the success of hospitality businesses.
• Adapting to changes in consumer behaviour and technology trends is essential for staying competitive in the distribution and marketing landscape.

continuous communication.

Social media serves as a convenient channel for

businesses to connect with suppliers and stay informed about industry trends.

Negotiation in professional and organizational settings is a structured process aimed at achieving mutually beneficial agreements between parties. Here are the key features associated with effective negotiation:

1. Preparation: Before negotiations commence, thorough preparation is essential. This involves researching the other party's interests, goals, and potential alternatives. It also includes clarifying one's own priorities and objectives to develop a strategic negotiation plan.
2. Communication:Clear and effective communication is fundamental in negotiation. Both parties must

articulate their interests, listen actively to the other party's concerns, and seek mutual understanding. Asking clarifying questions and summarizing key points help ensure that communication is productive.

1. Flexibility: Successful negotiators remain adaptable and open to alternative solutions throughout the negotiation process. They adjust their approach based on new information or changes in circumstances to maximize the potential for agreement.
2. Problem- solving: Effective negotiation involves identifying and addressing underlying interests and

concerns rather than focusing solely on positions. Parties collaborate to find creative solutions that satisfy the needs of all involved, fostering a win-win outcome.

1. Assertiveness and Respect:Negotiators advocate for their interests assertively while maintaining professionalism and respect for the other party. Building rapport and trust is essential for constructive negotiations and long-term relationships.
2. Compromise:*Negotiation often requires compromise from both parties to reach a mutually acceptable

agreement. Skilled negotiators identify areas where concessions can be made without compromising essential interests, seeking solutions that meet the core needs of both sides.

1. Agreement Documentation: Once an agreement is reached, it should be documented clearly and

comprehensively. Written agreements outline the terms, responsibilities, and expectations of both parties, reducing the likelihood of misunderstandings or disputes in the future.

By incorporating these key features into their negotiation practices, professionals and organizations can navigate complex situations effectively, foster positive relationships, and achieve successful outcomes.

Three different negotiation techniques:

1. Collaborative Negotiation:

Collaborative negotiation emphasizes cooperation and joint problem-solving between parties. Rather than viewing negotiation as a zero-sum game, where one party's gain is another's loss, collaborative negotiation

seeks outcomes that benefit all involved. This technique involves open communication, active listening, and a focus on shared interests. By working together to explore creative solutions and accommodate each other's needs, parties can build trust and goodwill, leading to more sustainable agreements and strengthened relationships.

1. Positional Bargaining:

Positional bargaining, also known as distributive negotiation, revolves around the exchange of offers and

concessions between parties. Each party starts with a predetermined position and seeks to maximize their gains while minimizing losses. This approach often involves tactics such as bluffing, anchoring, and making extreme demands to gain leverage. While positional bargaining can lead to quick agreements, it may also escalate

conflict and strain relationships if parties become entrenched in their positions without considering underlying interests.

1. Interest-Based Negotiation:

Interest-based negotiation, also referred to as integrative negotiation, focuses on identifying and addressing the underlying interests and needs of each party. Rather than negotiating based solely on positions or demands, interest-based negotiation encourages parties to explore the reasons behind their preferences and collaborate to find solutions that satisfy multiple interests. This technique promotes creativity, flexibility, and problem-

solving, allowing parties to create value and reach agreements that maximize mutual gains. By focusing on underlying interests rather than rigid positions, interest-based negotiation can lead to more durable and

satisfying outcomes for all involved.

1. Preparation:

The negotiation process begins with preparation, where parties gather information, outline their objectives, and devise a strategy. This phase involves researching the other party's interests, assessing potential

alternatives, and setting clear goals. Adequate preparation lays the groundwork for effective communication and decision-making during negotiations.

1. Opening:

In the opening stage, parties initiate direct communication and establish the framework for discussions. Introductions are made, ground rules may be set, and initial offers or proposals are presented. The opening phase sets the tone for the negotiation process, allowing parties to establish rapport and communicate their intentions and priorities.

1. Exploration:

During the exploration stage, parties delve deeper into each other's interests, needs, and concerns. Active listening, asking questions, and seeking clarification help parties understand the underlying motivations behind each other's positions. Exploring common ground and identifying areas of agreement and disagreement provide a basis for generating mutually beneficial solutions.

1. Bargaining:

The bargaining stage is characterized by the exchange of proposals, concessions, and negotiation of terms. Parties engage in give-and-take discussions, aiming to maximize their outcomes while finding compromises that address the interests of both sides. Effective communication, creativity, and flexibility are essential skills during the bargaining phase.