Participate in environmentally sustainable work practices (Unit 13):

Examples provided to show participation in organisational policy and procedures for sustainability. 
- Reduce waste
- Recycle
-  Turning off unneeded lighting or electrical appliances
- Sharing a ride to work or taking public transport
- Reuse old paper
- Choosing environmentally friendly appliances or computer technology

Examples of inspection checklists used to collect and measure relevant information on organisation resource consumption, within work role provided. 
1. Inspection list
2. Maintenance review
3. Records of maintanence/inspections


 


 


Sound knowledge of environmental and resource hazards/risks in your work area. At least three examples are provided. 
1. Construction (asbestos)- can affect many buildings and should be addressed to protect the health of employees. 
2. Electronic waste (e-waste) just sitting around the office. It's not safe to have unwanted computers or any electronic devices just laying around for people to either trip on or allow the waste to increase. The more waste you have laying, the more objects there are to get in your way while navigating around the workplace.
3. Clinical waste (syringes and medication) - Any kind of dirty object that can transmit disease or infections should be thrown immediately in proper containers or bins. 


Appropriate level of knowledge of WHS issues and requirements in relation to sustainability practice in your work area demonstrated.
There can be issues with:
- Negligence within the workplace
- Not enough training
- Lacking enforcement on polices

For example, forgetting to put up a sign warning people of slippery floors that have just been mopped or throwing employees into the deep end without proper training on how to use equipment.

Knowledge of organisational structure, and reporting channels and procedures in relation to sustainable practice at your workplace. (who do you report to)

You may need to report to the manager/supervisor or team leader. E.g. You notice people at work are neglecting to recycle their left over containers and boxes. You speak to manager and discuss a way to remind co-workers to be more environmentally aware.

Understands and is able to use relevant environmental and resource efficiency systems and procedures in own work area. 
- Site Risk assessment
- Environmental management system
- Waste Disposal receipts
- Site audit
- Environmental improvement plan
- Record of inspections


Satisfactory examples of how policy for environmental sustainability that may impact on your job role. Clearly linked to environmental legislation. 

- Environmental Protection & Biodiversity Conservation Act (EPBCA) 1999
 This can stop certain companies of neglectful behaviour towards the environment such as factories.
There would be limits or procedures you would have to go through when hosting an event outdoors. For example, not damaging native flora and fauna, or using heritage places without permission.


- Protection of the Environment Operations Act 1997 
This means generally being careful not pollute the air or land. Disturbance towards neighbours, waste offenders, failing to notify about illegal activity that may cause harm towards environment. E.g. A piece of legislation like this can influence how companies throw out waste and means licensing or permission to use outdoor venues would be needed.




Demonstrates the ability/initiative to make improvements to own work area. Several examples provided.

•  Creating environment posters
• Maintain regular maintenance/inspections 
• Site risk assessments 
• Colour coded bins for recycle and normal rubbish 
• Seminar on Environmentally Sustainable Work practices   
• Turning off technology after it's no longer needed
  

Address Protocol Requirements (Unit 12):

Evidence
in the ability to: Source accurate information on multiple and diverse protocol requirements.

Provide 4 key sources of information where information on protocol can be sourced for: 
- Australian honor system, including order of precedence, ranks and forms of address. 
- Involvement of indigenous Australian and other cultural groups in business activities. 
- Correct use of national and state symbols, including flags, anthems and military salutes. 
- Forms of address for different VIP's and dignitaries, both for written correspondence and in oral communication. 
1. Federal, state and local council (government departments)
2.Aboriginal land council and similar groups
3. The internet/library
4. Agent, client or PA

Using 3 of the above situations where protocol is used, demonstrate your knowledge of protocol for each one. 
1. Government Departments
There are different government departments ranging from foreign trade, defense and transport. There are people who run them as the 'head' of the department. They would have to follow certain policies and regulations under the federal law such as fairness and work laws. The government as a whole, has ranks or precedence depending on how voting results or who also is part of the departments ( who fall next in line for roles).

2. Aboriginal Council 
The Aboriginal council such as NSWALC focus on land rights for the aboriginal community. They act to advise and negotiate with the government or stakeholders ensure the preservation Aboriginal land rights. As part of the organisation, they must follow the rules and regulations under the Aboriginal Land Rights Act 1983. They must disclose information or records with government and vice verse, this include reporting any wrong doings.

3. Agent
As someone representing another, it's important that they communicate with many people or organise events for their client. When they send out emails, letters or phone they should share details on how the client likes to be addressed and how you should talk to them. There times say if something complicated  has happened and the client does not want to discuss the issue, it would the Agent's job to let that be know and have the clients back, if necessary.

Demonstrate methods you would use to share protocol information with team members and /or suppliers.List the 3 methods and the importance of sharing this information.

1. Staff briefing or meeting
It's important to share information through meetings because then you know team members have been briefed on any new details and that they understand what to do. 

2. Emails, letters and notice boards
By doing this, you can send through detailed documents. This means the team members are reminded of events or information. 

3. Talking to colleagues and suppliers
Just by generally talking, you can pass on any messages or inform others. It's important that you are constantly communicating with your team and that you're all on the same page.

Demonstrate your knowledge of the types of the types of civic functions held in Australia.  
Briefly describe 3 different civic functions and their importance in the community. 

 

1. Anzac Day is a national day to remember Australian and New Zealand soldiers who served or died in war. This holiday lands on April 25th and marches are held by veterans/their families. ANZAC Day is important for Australian/NZ citizens as it reminds us what our soldiers have sacrificed for us and future generations. It's to celebrate the brave and remembering those who died.


  
2. Harmony Day is a national multicultural festival in which there are many events held by the local community. This day is important because its about creating awareness of other cultures and celebrating diversity.



3. New Years Eve falls at the very end of year and marks the beginning of a new one. Most people like to have parties or celebrate in some form of way. It's very popular to attend the fireworks display at different parts of the city. This is important because we get look over the past year and find ways to make next year even better with new goals.

 


Use protocol for diverse oral and written purposes: 
Demonstrate and give 2 specific work activities where you would use appropriate language, written and communication skills to address or correspond with dignitaries and officials. 
- Letters 
 They would have to be addressed appropriately with their names, the letter should be written clearly and proof read. There would be structure, sometimes an emblem and you would have to state who you are.

- Introducing a dignitary and official
It's important we understand that officials and dignitaries must be addressed differently to the average individual. For example, the Queen must be referred to as your 'Majesty' or 'Madame', while the President must be called 'Mr President'.

Prepare 1 document which includes the use of protocol. 

Integrate knowledge of protocol when organising business activities.
Demonstrate your knowledge of the importance and role of protocol in the following situations: 
- Addressing and introducing dignitaries and officials. 
You must call each official or dignitary by their role such as Majesty, your Highness, Sir, Excellency, Mr President, Mr Prime Minister, Madame and you would add the country/state they represent. 

- Corresponding to dignitaries and officials. 
You would address them by their term such as Majesty or Excellency. It would be important that you used appropriate language and grammar skills when writing to them.

- Issuing invitations. 
 Following word etiquette, you would determine how formal or casual you must address the person. If it's formal then you use full names, times, dates and addresses. While casual invites may use nicknames or abbreviations. They are usually more fun and you can add your own personal touches to them such as poems/quotes/photos. Mailing also seems more formal, opposed to just giving an invite in person, making an announcement or just creating an online invite.


- Providing services during the conduct of an event (function, meeting or tour). 
When providing a service you have to take into consideration things like times, venue and coordinating it. You have to make note of owners of land or venues when booking places. While at meetings you need to consider who talks first and who else contributes.

Show Social and Cultural Sensitivity (Unit 11):

Clearly outline the principles of fairness and equality in the work place  in a real or simulated tourism, hospitality or events industry business activity where communication with socially diverse customers and colleagues takes place. 

It's  important in the workplace that every is given equal opportunities no matter their gender, religion, ethnicity, martial status or sexual orientation.This means both the employer and employee must respect each other. The employer must follow the rules and regulations of running their business such as proper pay, contracts, hours given and appropriate behaviour towards employees.

List 15 social and cultural differences and/barriers you will experience when dealing with colleagues and customers in the workplace.
1. Religious beliefs

2. Age

3. Gender

4. Culture

5. Language

6. Range of opinions

7. Class

8. Sexual identity

9. Ethnicity

10. Disabilities

11. Family obligations

12. Body language (e.g. Eye contact)

13. Dress (e.g. traditional wear)

14. Geography

15. Social values and beliefs


From the list above, describe 5 ways you can attempt to overcome language barriers.

1. Using hand gestures

2. Eye contact

3. Translator

4. Writing down messages or drawing

5. Talking slowly and using simple language



Describe how physical disabilities can be accommodated and considered in the workplace. 
There are several ways physical disabilities can be accommodated in the workplace such as a ramp for entry, elevator, special chair lift for staircase, translator for the deaf, braille could added to documents for an individual, clear walkways, suitable seating and a efficient computer system. The workplace also should have disabled parking and other workers should assist them, if necessary.

Describe the state, territory and commonwealth anti-discrimination laws that relate to: 
 - Treating Customers and colleagues fairly and equitably 
 Fair Work Act 2009
Workplace relations must be fair for all workers, this means ensuring safety, a fair wage, freedom of association and personal beliefs, and assisting employees when needed.

 - To not discriminate, show partially or grant and special favours on the basis of social and cultural attributes. 
 - Not threaten, humiliate or intimidate people because of their social or cultural attributes.
Anti-Discrimination Act 1977
 No individual  should be treated differently or unfairly because of their gender, race, sexual identity, religion or disabilities. We should accept people's differences and not make them feel left out based on any cultural/social attributes.

New South Wales Anti-Discrimination Act 1977 (NSW)
People are not allowed to be racist against colour or cultural backgrounds, discriminate towards those of transgender, pregnant, martial status or disability. The education system, employers, trade unions, clubs, transport, qualified bodies, government agencies and customer services should be available for all individuals.
These also cover those issues: 

• Age Discrimination Act 2004
• Australian Human Rights Commission Act 1986
• Disability Discrimination Act 1992
• Racial Discrimination Act 1975
• Sex Discrimination Act 1984

Research information about characteristic of ; 
 - Different cultural groups in Australia. Include Indigenous, as well as those with varying cultural and religious backgrounds.

"The Australian Census of Population and Housing is a rich source of data about Australians and their cultural characteristics. In 2011, the Census revealed that over a quarter (26%) of Australia's population was born overseas and a further one fifth (20%) had at least one overseas-born parent. Throughout the 100 years since the first National Census in 1911, migrants have made up a large component of the Australian population. Historically, the majority of migration has come from Europe, however, there are increasingly more Australians who were born in Asia and other parts of the world. This pattern of migration is evident in the make up of the richly diverse society which has been recorded in the 2011 Census. This diversity can be seen in the variety of languages, religions, ancestries and birthplaces reported by Australians" (ABS, 2013).

 Capital city and non-capital city balance for first generation (overseas-born) Australians(a)(b):
 
For further information click here.

While as for indigenous people: "In 2011, there were 548,370 people identified as being of Aboriginal and/or Torres Strait Islander origin and counted in the Census. Of these people, 90% were of Aboriginal origin only, 6% were of Torres Strait Islander origin only and 4% identified as being of both Aboriginal and Torres Strait Islander origin. These proportions have changed very little in the last ten year period. In the Northern Territory, just under 27% of the population identified and were counted as being of Aboriginal and/or Torres Strait Islander origin in the 2011 Census. In all other jurisdictions, 4% or less of the population were of Aboriginal and/or Torres Strait Islander origin. Victoria has the lowest proportion at 0.7% of the state total" (ABS, 2011).
For further information click here.

Now that we have shown how diverse Australia is, it's time to closely look at some of our most common cultural groups.

1. China

 

The Chinese culture is very old, lasting over 5000 years. Their new year begins around a month later than most people and have many festivals they celebrate throughout the year such as the Zhongyuan festival. They believe in myths and legends, the dragon a significant symbol within their culture.

Religion in Australia:
Christianity is still identified as a major religion in Australia. 
 http://religionsforpeaceaustralia.org.au/news/349-australias-religious-profile-from-the-2011-census.html
http://www.international.unsw.edu.au/living-sydney/religion/


 - The main inbound tourist markets and the key aspects of their cultural and religious protocols. 
Popular markets:
- China
Key aspects of cultural and religious beliefs:
- Philosophical thinking (Confucianism)
- Buddhism
- Taoism
- There are 56 different groups of cultures within China such as  Han Chinese.

- UK
 - Christianity and Islam are the most popular religions. 

- US 

 Australia's tourism is booming thanks to Asia: http://www.inboundtourism.com.au/article_five.html



Explain and describe 3 communication strategies when dealing with customers and colleagues to avoid cross-cultural misunderstandings and difficulties in the workplace. 

-Simple English 
By using simple instructions or directions, or even just in general conversation, use easy words that most cultures understand. This may also include talking slower and saying things such as "How can I help you?"
Don't use any fancy words, otherwise you most likely will get a blank stare instead.

- Hand gestures
When communicating with someone from a different culture an easy way to demonstrate things is by using your hands. This may include pointing, making symbols, clapping, thumbs up for yes or waving your hands to get their attention.

- Signs
When in the workplace signs can be posted up around the space to remind people to do things. A lot of the symbols used in signs are universal such as 'Stop', 'Toilet' or do not smoke etc. This means people of different cultures should be able to understand the message. You could also have signs with multiple languages on it for direct notice.

Provide Service To Customers (Unit 10):

Principles of quality customer service and the importance of positive communication is clearly outlined. 
 These would be:

- Providing high quality customer service for your each and every customer. For example, solving problems, helping with special requests and getting a rapport.
- Understanding that customers will show satisfaction or dissatisfaction by their body language or verbal communication. For example, crossing their arms and tone of voice.
- Identifying the needs of customers and ensuring they are met. This can range from personal to environmental needs. For example, subtitles may be need at a film festival for hearing impaired attendees.
- Always be hygienic and presentable.

Provide 3 examples of where you have provided quality customer service for different client groups. 
1. Helping a person by providing a discount because they are on the pension.
2. Assisting a disabled person get up from their seat and move to where they wanted to go.
3. Directing an under age individual from the alcohol area so they don't get trouble.

Discuss dealing with complaints and conflict between:
 - Colleagues
We must communicate with our team members so they understand procedures, so there is no conflict when it comes role management. It's important we also have regular staff meetings where people can voice their opinions and make suggestions. This is how colleagues work to create a positive environment and it can help  to improve how the company deals with any issues. For example, team member has discovered a better equipment supplier who is willing to meet the team's needs for that particular event.


 - Customers and organisation 
As part of the events management industry you have to communicate with customers and organisations on a regular basis. When dealing with complaints and conflict, it's important we listen and ask how we can assist them. Offer alternative solutions to any problems and go that extra mile to provide customer service.

 Evidence must include some of the following situations;
 - Customers with unmet expectations of products and services. 
Apologise for any inconvenience, offer a new product or service. For example, instead of the expensive event supplier you originally offered, do more research and find cheaper alternative. 

 - Difficult or demanding customers 
 Be polite and explain the situation. Make some suggestions to calm the customer and always use a friendly tone. For example, it a customer becomes abusive over the phone, try to be understanding that they are upset and offer any help. 

 - Incorrect pricing and quotes 
Offer to have someone redo the pricing and send the customer a new quote.
 

 - Other team members and suppliers not providing special requests
Remind your team members that they need to go that extra mile for customer satisfaction, if needed offer to do the work for customer. For example, has asked for the event to be set-up early.
 

 - Misunderstandings or communication barriers
 You need to make sure your customer understands what you say to them, sometimes you may need to send information via email on more details. Images and websites can also explain stuff you talking about and provide visuals. It's important both parties have an understanding and needs are being met. More ways to communicate is through body language, writing down notes, swapping designs or ideas etc.

 - Problems or faults of the product
 Replace the product or provide a new product that you know will be an improvement.

 For example, a florist has delivered a bunch of flowers for a party but they are unhealthy looking and cheaply arranged. You call around to find a florist who can make the few arrangements with new flowers and pick them up.

 - Problems with the service, such as delays or incorrect orders
The caterer has brought out a few of the wrong entrees, you notice it and remind the caterer that's not what the customer ordered. You ask them to make more entrees and apologize to the customer. You see if the catering business will drop their price because they made the mistake, so your customer isn't paying extra.

Describe effective communication strategies with;
- Internal customers (People you work with )
You can communicate effectively with work mates by regularly having meetings where everyone can bring up ideas and exchange new ones. Presentations or functions can also be helpful for team events. Another good way is by having group emails go out or phone each other if needed. You could also use posters around the office and have news letters go home with team members.

- and external customers (People buying products)
When communicating with people buying the product or service, you'll have to talk over the phone or email. It's important you have a plan and visuals you can send out when asked about concepts or examples. There may be a messaging service you may like to use or prefer to use social media as a means to get in touch.

- Customers with special needs (include verbal and nonverbal considerations)
A great way to communicate with customers with special needs is body language, translator and using images/writing. If there is a language barrier, you could ask around for someone in the team who may understand different languages or ask to meet them in person if that helps.



Evidence of knowledge of new technologies used specifically for events to communicate with customers. Provide an example. 

 

  

 

 

Design a workplace and 'Meet & Greet' policy. The policy must acknowledge response times and hospitality , travel and events industry standards. 

When a customer comes into your business, its important they be greeted upon their arrival after they have had a few seconds to look around. Be polite and always smile too.
Some business owners like to use bells or door detectors that allow them to know that someone has entered the place.  An employee should then go up to the customer and see if they need any help looking around. However, don't hassle the customer if they don't need assistance.

Design a workplace 'Customer Enquiry' policy. The policy must acknowledge the travel, hospitality and events industry standards. 

Customers must have contact details or forms they can fill out for enquiries. As a business, these should be followed up as soon as possible. All questions or complaints should be answered politely and correctly informing the customer. If you can go that extra mile to make the customer happy you do! 

Design And Produce Business Documents (Unit 9):

Evidence of the following: 

Design and produce a minimum of 3 business documents (completed with content as personal choice) using a minimum of 2 different software packages. E.g. word processing, presentation, spreadsheet packages. 
I used:
- Google Documents
-Microsoft Word

The 2 documents will be sent via email. (1.Quote and 2.timetable)

 3. Business Presentation

Explain three appropriate data storage ideas. 

External Hard Drive 

 

An external hard drive is a disk drive that comes with either a usb or firewire interface. These are really handy when you have ran out of space on your internal hard drive of your computer. They usually come with a heavy protective case and can easily connect to computer so you can add files on it. The storage availability can range from 500 megabytes to 3-4 gigabytes  at your regular electronic stores.

Dropbox 

Dropbox is an online storage website/app that you can sign up to and store important files to. This means where ever you have internet access you can log in and access your files. It's a safe and secure. You can share your files, add more and edit them. It's free for a regular 2gb or you can go on a plan for $10.99 a month if you need for storage. It's super useful for businesses and they can set up accounts with unlimited storage with admin control. 

 USB Flash Drive

 

A Universal Serial Bus (USB) flash drive can be used on any computer/laptop that has a usb port for the device to plug in to. It's as simple as just waiting for the device to pop up on your screen and dragging files you want on the flash drive. There are different storage sizes you can buy and these days you can get stylish USB flash drives. For example;

Choose 2 software packages and discuss 4 functions of the features of each package. 

All-Business-Documents 

• Offers a range of templates for creating lots of different kinds of business documents from letters to patent license. This means it can save time and also give you an idea of how some documents should look. While it may also make you reliant and lazy to be creative.
• The software has a 10-use trial and a black watermark is placed on each page. Unfortunately, this shows All-Business-Documents only allow you to their program 10 times before they expect you to upgrade. At the same time, you get to try out the software before you use it.
• A search bar for documents. A positive side to this feature is you can easily find documents or folders in the side bar. 
• The program's interface consists of three separate screens squeezed below the editing bar. This can be annoyed as the screen is cluttered and it can be distracting. On a positive note, having a three screens means you can multitask and look at several things at once.

Business-in-a-box

• Customize a document by filling in the blanks easily. This a great idea because you only have to write up the missing words. 
• Auto-recovery:  This is a great feature for anyone who needs to create documents especially since Business in a box saves your work every minute. There isn't really any downside unless your computer manages to not follow through with auto-recovery. 
• Available in 7 languages. This feature would be useful for anyone that can speak another language or if you need to communicate with someone overseas. However, as a diverse country there are many other languages that should be available for users. 
• The software regularly updates it's features and documents on offer. This is great as business in a box evolves and improves your experience. On a different note, you will have to constantly learn new features and what if you don't like the new updates?

Provide 4 examples of appropriate technology used to design and produce business documents. 

1. Microsoft word

2. Google Drive/Documents

3.  Adobe Indesign

4. Office

List and name 3 organisational requirements a business could have in place in relation to documents. 

1. Making sure documents are appropriately named. This is important so files don't get separated or mixed in with others.

2. Filing and storage of documents. By keeping an organised filing, it makes finding files easy and accessible for future use. It can also help from losing them.

3. Documents must have the date of when it was created . This is important so you know what happen on that particular day, you never know when you might need to look back on pass files or if a customer requests details.

Provide 3 reasons why proof reading business documents is essential. 

1. Business documents are legal and must have the correct details.

2. A little mistake could cost the business more money. For example, if someone typed up an order and added the wrong items.

3. Proof reading is part of being a professional and common spelling/grammar mistakes can reflect badly on the business.