Reference no: EM133019436

SITHIND001 Use hygienic practices for hospitality service

Assessment Task 1:

QUESTION 1 Identify five personal and pro   fessional reasons for maintaining personal hygiene in hospitality service environments.

QUESTION 2 a) Provide a list of ten (10) personal hygiene practices prior to and which need to be maintained/adjusted during service periods to maintain health of self and others and and customer confidence in organisational service.

b) List the eight (8) personal behavioural activities after which you must wash your hands to prevent the spread of micro-organisms and to prevent other potential hygiene hazards

c) List the six (6) main items which, after touching in the workplace with your hands, you must wash your hands to prevent the spread of micro-organisms and to prevent other potential hygiene hazards.

QUESTION 3 Identify three (3) signs of poor personal cleanliness and which can cause a negative impact on those who are in close proximity to you.

QUESTION 4

(a) Provide three (3) examples on the type of clothing and or personal protective equipment you may be expected to wear on your work shift.

(b) Based on your responses on the type of clothing / accessories chosen, give one (1) different example for each item of the possible signs of contamination you may need to be aware of.

QUESTION 5 What are airborne diseases and how are they spread?

QUESTION 6 What are infectious diseases and how are they spread?

QUESTION 7 Identify seven (7) ways of transferring microorganisms and spreading airborne and infectious diseases and illness to yourself and others?

QUESTION 8 Specify six (6) employee responsibilities related to hygiene practices and standards of hygiene in the workplace?

QUESTION 9 What is the difference between coaching and training?

QUESTION 10
List three (3) factors which may be impacting an employee's job role and that could benefit if coaching were provided.

QUESTION 11
Identify four (4) common skills that can be coached so as to enhance an individual's work performance in the workplace.

QUESTION 12
a) Name three (3) different types of communication channels.
b) Provide one (1) example for each type of communication channel.

QUESTION 13
Provide three (3) communication techniques of which you could apply in workplace training and coaching contexts?

QUESTION 14
When deciding to apply coaching within a workplace context, List three (3) considerations, which should align with organisational policies and procedures.

QUESTION 15
List below the six (6) key principles of training.

QUESTION 16
List any five (5) of the good hygiene practices/procedures required to be followed by everyone at the workplace in the Hospitality industry, according to Safework Australia
(refer to Handout - Safework Australia Food processing & manufacturing - Hygiene , which is also available at:

QUESTION 17
List three (3) factors which impact need for coaching.

QUESTION 18
What are the eight (8) state specific Legislative work health and safety and hygiene requirements for the Accommodation and Food Services industry as listed by business.gov.au?

QUESTION 19
List below six (6) main areas in the workplace which, if left unclean, are likely to create hygiene hazards.

ASSESSMENT TASK 2: CASE STUDY & ROLEPLAY

Part A - RESEARCH HEALTH & HYGIENE TOPICS

You are the Learning and Development Manager for a large catering company which has recruited twelve (12) new You are the Learning and Development Manager for a large catering company which has recruited twenty (20) new staff in the last six (6) months.
This has placed extra demands on the company's four (4) supervisors who have had to guide and instruct these new staff members. This includes ensuring compliance with the company's policies and procedures in relation to personal hygiene and responsibilities regarding workplace health and associated risks and safety.
You have noticed a few potential hygiene issues during your regular walk-throughs which you need to discuss with the four (4) supervisors.

Activity 1
Complete Research on Health and Hygiene Topics
In preparation for your discussions, you will need to research the following topics which may need to be discussed-
1) personal and professional reasons for maintaining personal hygiene - identify six (6)
2) personal hygiene practices which should be followed - identify eight (8)
3) employee responsibilities related to hygiene practices in the workplace - identify four (4)
4) infectious diseases, two (2) ways they can be spread, and four (4) typical symptoms
5) airborne disease, two (2) ways it can be spread, and four (4) typical symptoms.

Topic 1:
List six (6) personal and professional reasons for maintaining personal hygiene

Topic 2:
List eight (8) Hygiene Practices which should be followed

Topic 3:
List four (4) employee responsibilities relating to hygiene practices in the workplace explaining its purpose, to show one (1) of its benefit to self/colleagues or the organisation

Topic 4:
Explain how infectious disease occurs:

List two (2) ways in which infectious diseases can be spread:

list four (4) potential symptoms of infectious disease:

Topic 5:
Explain what airborne disease occurs:

List two (2) ways in which airborne diseases can be spread:

Assessment Task 2 - Part B - IDENTIFY COACHING NEEDS (Roleplay)

Activity 1
Identify coaching needs (Roleplay)
You are now to conduct a meeting with the Lead Supervisor to discuss the potential hygiene issues observed during your regular walk-throughs and identify any associated coaching needs for the supervisors group.
Your Assessor will role play as the Lead Supervisor and will also observe you whilst participating in this role play.
Your Assessor will allocate a time to conduct the roleplay, which is a meeting which must be completed within 30 minutes..

During the meeting, the student must:
1) Communicate the background to and the purpose of the meeting
2) Proactively discuss the potential hygiene issues observed during your regular walk-throughs
3) Describe the type and location of the potential hygiene hazards that you have identified
4) Provide feedback and offer assistance in a constructive and supportive manner
5) Based your walk-throughs, the number of new staff and your discussions with the Lead Supervisor, identify any coaching needs for the supervisors' group
6) Confirm understanding by use of active listening and open questioning techniques
7) Complete the meeting within 30 minutes.

Activity 2
Develop a Coaching Session Plan
1. Based on you discussions with the Lead Supervisor in Activity 1, together with the background information provided at the beginning of Task 2, list below the two (2) specific coaching needs that have been identified.

2. Using the template provided as -
• Handout - Coaching Session Plan template
develop a Coaching Session Plan for to organise coaching to refresh the Supervisors' understanding of personal and professional reasons for maintaining personal hygiene and to address the two (2) specific coaching needs identified.
Your Coaching Session Plan must-
• Outline the purpose of the coaching session
• Nominate the three (3) Coaching topics-
o reinforce personal and professional reasons for staff to maintain personal hygiene
o specific coaching need #1 as identified
o Specific coaching need #2 as identified
• Include reference to organisational policies and procedures and other required knowledge
• Include an outline of a demonstration that will be provided of a relevant procedure/technique
• Provide sufficient allocated time, within commercial time constraints, for each Supervisor to practice twice, separately, and allowing for a one (1) minute break between practices.
• Conclude with allowing for any final questions and to confirm understanding when wrapping- up. Allow 1 minute per Supervisor for any final questions plus 1 minute to wrap up.
3. In conjunction with your assessor, organise a time and three other students to roleplay as the other three supervisors, and a time to undertake our coaching session ( for Assessment Task 3).
You may also be required to participate in other coaching sessions for other students.
4. Print and submit your coaching Session Plan to your assessor in a hard copy

Part C

Activity 1
Complete Hygiene Procedures
The Lead Supervisor indicated that you may need to have prepared simple to follow procedures to cover topics often raised by operational staff, in case they are also raised by the supervisors in the coaching session.
1. Using the templates below, complete the six (6) hygiene procedures, making sure you correctly identify each step in order where appropriate.

Hygiene Procedure #2:
Task summary: Cleaning of Personal protective equipment (PPE) such as gloves, aprons and masks.

Hygiene Procedure #3
Task summary: Cleaning equipment either for commercial kitchen or other

Hygiene Procedure #4
Task summary: Small spills

Hygiene Procedure #5
Task summary: Personal hygiene before attending work

Hygiene Procedure #6
Task summary: Uniform / Clothing

ASSESSMENT TASK 3: PROJECT and DEMONSTRATION

TASK SUMMARY:
There are two (2) activities for this task.
- Activity 1: Conduct a Coaching Session (Roleplay & demonstration)
- Activity 2: Report on Coaching Session

Activity 1
Conduct Coaching Session (Roleplay)
For this activity, you are required to conduct the coaching session you planned in PART A of this assessment.
Roleplay Cast:
Prior to commencing each role play, assessors, in conjunction with the student being assessed, are to have already allocate the following roles:
- Learning and Development Manager (Coach) - roleplayed by student being assessed
- Supervisor #1 - roleplayed by Assessor
- Supervisors #2, #3, & #4 - roleplayed by three (3) other students

General instructions for all role players include:
• Under observation of the Coach (student being assessed), actively participate in the coaching session
• Participate in the practice of skills when requested
• Follow your script where prompted
• Seek clarification wherever you do not fully understand the coaching provided
• respond to open questions, by elaborating and providing additional information
• respond to closed questions, with a single word reply
During the Coaching Session you must:
1) Open the session by outlining the purpose and scope of the coaching session
2) Confirm the participants understanding of the purpose of the coaching session
3) Refer the participants to organisational procedures relevant to the coaching topics
4) Describe the type and location of the potential hygiene hazards that you have identified
5) Clearly and fully explain/demonstrate the following coaching session topics/skills:
i. personal and professional reasons for maintaining personal hygiene
ii. when to wash hands rather than use sanitiser
iii. appropriate Hand-washing procedure.
6) Check group understanding of the information provided to them
7) Use active listening and open questioning techniques to confirm understanding.
8) Demonstrate for and then evaluate each participant's performance to ensure they each physically perform the correct procedure for hand washing
9) Provide opportunity for participants to ask questions
10) Provide feedback to each participant on their Hand Wash Technique in a constructive and supportive manner
11) Identify any performance problems or difficulties with the coaching and rectify
12) Demonstrate the application of the six(6) key principles of effective training-
i. Explanation
ii. Demonstration
iii. Review
iv. Listening to trainee explanation
v. Observing and evaluating trainee demonstration
vi. Providing feedback
13) Complete your coaching session within the time you have allocated

Report on Coaching Session

For this activity, the organisation's Work Health & Safety procedures require that you write a report to the Workplace Health & Safety Manager, to advise the outcomes of the coaching session.
1. Review the Lead Supervisor's report to you, provided as-
• Handout - Operational Report re workplace personal hygiene
2. Using the template provided as-
• Handout - Coaching Session Follow-up Report template
complete the report, ensuring your report includes the following:
1) The topics covered in our coaching session
2) The participants
3) How the progress has been evaluated
4) The Outcomes of the coaching session
5) Identify any ongoing performance problems or difficulties from the coaching session
6) Report any unresolved hazards that may affect the health of self or others
7) Recommendations following from coaching session which will provide ongoing support

3. Print your completed report and submit to your assessor.

Note: Need only task 1 (all written questions)
task 2 ( part A & part C only)

Attachment:- Hospitality service.rar