BSBADM502

Manage Meetings

Student Assessment Task

Student Name
Student Id
 Student Assessment Task

CONTENTS
Contents......................................................................................................................................................2
Assessment information..............................................................................................................................3
Assessment instructions..............................................................................................................................4
Student assessment agreement..................................................................................................................6
Assessment Task Cover Sheet.....................................................................................................................7
Assessment Task 1: Written questions........................................................................................................8
Assessment 2: PRACTICAL DEMONSTRATION & OBSERVATION................................................................12

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 Student Assessment Task

ASSESSMENT INFORMATION
The assessment tasks for BSBADM502 Manage Meetings are included in this Student Assessment
Tasks booklet and outlined in the assessment plan below.

 To be assessed as competent for this unit, you must complete all of the assessment tasks
satisfactorily.

Assessment plan

Assessment Task Overview

1. Written questions You must correctly answer all 17 questions.
2. Practical Demonstration & Observation You are required to complete two role-plays and a
number of written tasks.

Assessment preparation

Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for
clarification if you have any questions.

When you have read and understood this unit’s assessment tasks, print out the Student Assessment
Agreement. Fill it out, sign it and hand it to your assessor, who will countersign it and keep it on file.

Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.

Assessment appeals

If you do not agree with an assessment decision, you can make an assessment appeal as per your SCA’s
assessment appeals process.

You have the right to appeal the outcome of assessment decisions if you feel you have been dealt with
unfairly or have other appropriate grounds for an appeal.

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 Student Assessment Task

ASSESSMENT INSTRUCTIONS
Each assessment task in this booklet consists of the following:

Assessment Task Cover Sheet

This must be filled out, signed and submitted with your assessment responses.

You required to submit this assessment task electronically, please complete the Assessment
coversheet and signed electronically or print your name. Your assessor will provide your feedback
electronically either by an email or through the learning management system.

Your assessor will also discuss this verbally with you and provide advice on reassessment opportunities
as per your SCA’s reassessment policy.

Depending on the task, this may include

 resubmitting incorrect answers to questions (such as written questions and case studies)

 resubmitting part or all of a project, depending on how the error impacts on the total outcome of the
task

 redoing a role play after being provided with appropriate feedback about your performance

 being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily
completed the first time, after being provided with appropriate feedback.

Your Trainer / Assessor will advise you should there be any change.

Assessment task information

This gives you:

 a summary of the assessment task

 information on the resources to be used

 submission requirements

 resubmission opportunities if required.

Assessment task instructions

This includes questions you will need to answer or tasks that you need to complete.

Your answers must be typed using software as indicated in the assessment task Instructions.

If you are submitting electronically, give the document a file name that includes the information as
indicated in the section called ‘Naming electronic documents’ (see below).

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Naming electronic documents

It is important that you name the documents that you create for this Assessment Task in a logical manner.

Each should include:

 Student Name

 Unit code

For example, BSBADM502 Task it should be John smith_BSBADM502.

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 Student Assessment Task

STUDENT ASSESSMENT AGREEMENT

Make sure you read through the assessments in this booklet before you fill out and sign the agreement
below.

If there is anything that you are unsure of, consult your assessor prior to signing this agreement.

Have you read the assessment requirements for this unit?  Yes
Do you understand the requirements of the assessments for this unit?  Yes
Do you agree to the way in which you are being assessed  Yes
Do you have any specific needs that should be considered  No
If so, explain these in the space below.

Do you understand your rights to reassessment?  Yes

Do you understand your right to appeal the decisions made in an assessment?  Yes

Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date

ASSESSMENT TASK COVER SHEET

Student declaration

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To be filled out and submitted with assessment responses

 *I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s). Yes

 *I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me. Yes

 *I have correctly referenced all resources and reference texts throughout these assessment tasks.
Yes

Student name
Student ID number
Student signature
Date

Assessor declaration

 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 name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N

Feedback

Student result response

 My performance in this assessment task has been discussed and explained to me.

 I would like to appeal this assessment decision.

Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.  

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 Student Assessment Task

ASSESSMENT 2: PRACTICAL DEMONSTRATION &

OBSERVATION

Student Instructions

This practical demonstration assessment is in three parts. You will need to respond to all tasks
satisfactorily in order for this assessment to be completed successfully.

These activities will take place in a simulated work environment at the SCA (During this Covid-
19 situation you may asked by your trainer to this on online zoom video session). Your assessor
will set up an appropriate meeting room.

To complete this assessment activity, you will be provided with:

 Reference material in regard to meeting venues and technology, catering and transport
suppliers
 Organisational policies and procedures for managing meetings
 Office supplies and equipment
 Computers and relevant software.

Objective:

To demonstrate that you have the ability to:

Apply conventions and procedures for formal and informal meetings including:
 Developing and distributing agendas and papers
 Identifying and inviting meeting participants
 Organising and confirming meeting arrangements
 Chairing the meeting and following up
 Recording and storing meeting documentation
 Following organisational policies and procedures. *

*Relevant policies and procedures have been included in this assessment and are listed below.
It is important that you refer to these and ensure you follow them correctly in all parts of this
assessment to be marked as satisfactory.
 Green Tree Meetings Policy and Procedures
 Green Tree Document Management Policy and Procedure

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Task 1 Prepare for meetings

Instructions:
Read the scenario below and use the Summary of Client Feedback provided to prepare for a
meeting.

Your submission must include the following:

An agenda (template provided below) which sets out:
 Purpose of meeting
 Items for discussion
 Participants and assigned roles
 Decision making process
 Where and when the meeting will be held.

An email inviting participants that includes:

 The agenda
 Details of pre-reading or requests which require preparation in advance of the meeting

A completed Meeting Arrangements Checklist (template provided below). A catering menu has
been provided for budgeting purposes.

You will need to check the document format is correct according to the Green Tree Document
Management Policy and Procedure

Case study

Green Tree Retirement Home has found that it is trouble attracting residents and has several empty
rooms. It was decided to ask residents and their family members to fill out a questionnaire. It was hoped
that the questionnaire results would help the Home focus on areas that need improving.

The questionnaire responses showed that:

 58% Would recommend the Retirement Home to others

 14% Might recommend the Retirement Home to others

 28% Would not recommend the Retirement Home to others

The other responses have been summarised in the following table:

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Summary of client and family questionnaire

Using the following elements

Element Your Clients’ Needs Client Feedback

Reliability Quick response to phone/internet Phone often engaged
Timeliness enquiries Poor email response/confirmation
Consistency/Regularity Details taken correctly Generally, no problems with
Accuracy administration

Assurance Staff have extensive knowledge Questions about management plans

Staff competence and skills in aged care cannot always be answered by staff
Respect for customers Inclusivity for all clients Food/drinks good quality
Credibility Clean, safe environment Good environment
Honesty and
confidentiality
Tangibles Clean, safe environment Attractive surroundings
Physical facilities and Staff who communicate clearly Many clients and family members
equipment and can easily understand what found that some staff members were
Employees you want not as helpful, or as friendly, as they
Communication would like.
Empathy Understanding of special needs Some staff are very empathetic, and
Access (staff, services, Staff who communicate clearly others are not very friendly at all.
information) and can easily understand what
Communication (clear, you want
appropriate, timely) To feel valued
Appropriate services
Understanding the
customer
Individualised attention
Responsiveness Staff have time to respond to There appears to be no standard
Willingness to help queries promptly without clients Sometimes response is prompt, other
Prompt service feeling they are being a nuisance times it is not
Problem resolution

You are now required to take action to improve service performance in the areas of concern.

Your assessor will want to see that you can:

 Develop agenda in line with stated meeting purpose
 Ensure style and structure of meeting are appropriate to its purpose
 Identify meeting participants and notify them in accordance with organisational
procedures
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 Confirm meeting arrangements in accordance with requirements of meeting

 Despatch meeting papers to participants within designated timelines.

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MEETING AGENDA
Date: 25st July Time: 11 am
Venue: The Board Room, 5th floor, Green Tree Retirement Home
Meeting organiser/ Chair Sukhvinder Singh
person
Participants and roles: Evelyn – Administration Manager
Francesco – HR and Training Manager
Magnus – Sales and Marketing Manager
Scott – Operations Manager
Purpose: To improve service performance of Green Tree Retirement Home
To attract more residents and enhance the business
Decision making process: Group decision making
Items for Discussion:
1. Improving the reliability of staff by improving their consistency and timeliness
2. Increasing client’s assurance by improving staff’s competence, respect for customers, credibility,
honesty, and confidentiality
3. Determining and enhancing the state of physical facilities, equipment, and employee
4. Having more empathy while dealing with clients by improving access, communication skills, and
understanding
5. Providing appropriate and prompt services and individualised attention to the clients
6. Making the staff more responsive to client’s queries and increasing their willingness to help;
improving their problem-solving skills
7. Improving the overall operation and service performance of Green Tree Retirement Home

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MEETING ARRANGEMENTS CHECKLIST

Name of Meeting: Improving service performance of Green Tree Retirement Home through
mutual efforts
Date: 25th June, 2021 Number of Participants: 4
Location & Accessibility (include parking The Board Room, 5rd floor, Green Tree
arrangements) Retirement Home
Underground parking is available

Venue contact details Telephone number: 0256791125

Website : [Link]
Meeting room capacity 12 people

Any participant special needs : No

Name: Requirements:

Name: Requirements:

Layout of room Boardroom style

Equipment required Computer, speakers, webcam, projector

Room flexibility (will breakout sessions be Yes

included)
Budget $1000

Details Cost
Room Hire 
Equipment Hire $300.00
Food (whichever is relevant)
Arrival drinks Light and Fresh Mini Tea $102.00
Table refreshments Warm breakfast basket (6 halves) $17.7
Morning Tea Sweet and Decadent Mini Tea $102.00
Lunch French baguette and salad combination $13.60
Afternoon Tea Classic Afternoon Tea Delights $88.00
Pre-dinner Baby beef burger with beetroot & caramelised relish ($3.56) $17.8
Dinner Gourmet Deli Platter Small ($61.95) $309.75

[Link]

2016-catering [Link]

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Task 2 - Conduct the meeting

Instructions for the role plays:

You are to carry out two (2) role plays. One for a formal meeting and one for an informal
meeting.

Role Play 1
You chair a formal meeting with relevant people in the organisation to discuss the situation of
the scenario given in Task 1.

Use the documents produced in Task 1 of this assessment as the basis for your meeting.

The meeting should take 15 minutes. Your assessor will advise you which item or items on the
agenda should be used for you to demonstrate your skills.

Before the meeting, you must appropriately brief Evelyn who will be the Minute taker.

During facilitation of the meeting you must ensure that the following occurs:
 Participation
 Discussion
 Problem solving and resolution of issues.

Your assessor will take a part in the role play and will assist you to arrange another three people
to participate in the role play. These people will each have a character to play as follows.

The Roles
1 . Evelyn – Administration Manager. Evelyn is quiet and only contributes in meetings
when asked to. She will be the minute taker for this meeting and take notes.
2 . Francesco – HR and Training Manager. Francesco can dominate meetings, if not
brought into line,
3 . Magnus – Sales and Marketing Manager. Magnus is upset about not achieving his set
targets and blames the outcomes on poor recruitment and training as well as the lack
of good policies and procedures.
4 . Scott – Operations Manager. Scott is new to Green Tree and is keen to do whatever
needs to be done in order to achieve organisational goals.

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Role Play 2:
1. After the formal meeting, you have an informal meeting with Scott (Operations Manager) to
discuss how he is settling into the company and what assistance he needs. Your assessor
will play the part of Scott who is settling in really well and is happy to tell you what
assistance he needs.
2. As this is an informal meeting, no minutes are required but after the meeting, you need to
send an email to Scott confirming what you discussed and confirm the assistance you will
provide. Send the email to your assessor. Ensure that you format the email as directed in
the Document Style Guide.

Your assessor will document this activity and use the observation checklist below to record your
performance.

Your assessor will want to see that you can:

 Chair meetings in accordance with organisational requirements, agreed conventions for
type of meeting and legal and ethical requirements
 Conduct meetings to ensure they are focused, time efficient and achieve the required
outcomes
 Ensure meeting facilitation enables participation, discussion, problem solving and
resolution of issues
 Brief minute-taker on method for recording meeting notes in accordance with
organisational requirements and conventions for type of meeting
 Participate in verbal exchanges using appropriate style, tone and vocabulary for
audience, context and purpose
 Listen for specific information during meetings
 Ask questions and listen to responses to clarify understanding
 Select the appropriate form, channel and mode of communication for a specific purpose
relevant to own role
 Cooperate with others as part of familiar activities, playing an active role in facilitating
group interaction
 Conduct appropriate informal meeting

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Role play 1

FORMAL MEETING

Name of Meeting: Improving service performance of Green Tree Retirement Home through
mutual efforts

Date: 25th June, 2021

Venue: The Board Room, 5th floor, Green Tree Retirement Home
Objective:
 To improve service performance of Green Tree Retirement Home
 To attract more residents and enhance the business
Briefing Evelyn – Administration Manager (minute-taker)
Evelyn was briefed on recording meeting notes in accordance with organisational requirements.
She was briefed to keep the record of facts, decisions, and agreed actions.
Conducting the meeting:
Good Morning. We are here today to discuss about the worsening state of our organisation and
the problems we are currently facing. The purpose of our today’s meeting is to improve our
service performance so that we can attract more residents and enhance the business. I hope all
of the participants have got their copies of the meeting agenda.
To achieve the goals of our meeting, I am assigning major responsibilities to you all. Francesco
will be responsible for monitoring the timeliness and consistency of staff and improving their
competence, credibility, honesty, and confidentiality. Magnus will be dealing with physical
facilities and equipment sector and be providing appropriate and prompt services to clients.
Scott will be responding to the client’s queries and managing conflicts. Evelyn will be
responsible for communicating with the clients.
Francesco came up with the idea of training the staff on time-management and skill and
competence development. Magnus was not positive about the idea and complained of the
previous failures. Scott was quite enthusiastic about his newly assigned duty. Evelyn was
listening carefully and taking notes.
After the discussion, and testing and practising different approaches of handling situations, we
came to an agreement that everybody will be fulfilling their assigned responsibilities for the
betterment of our organisation. The next meeting was fixed on 25 th June, 2021. Participants will
be notified of the venue and time as soon as possible.

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OBSERVATION CHECKLIST

Did the student satisfactorily: Status Comments

Brief minute-taker on method for
recording meeting notes in
accordance with organisational * Yes  No
requirements and conventions for
type of meeting?
Chaired the meeting in accordance
with the following:
 Organisational requirements? *Yes  No
 Agreed conventions for type of
*Yes  No
meeting?
 Legal and ethical requirements? *Yes  No
Conducted the meeting and ensured
it
 Was focused? *Yes  No Briefing was short and clear
 Was time efficient? *Yes  No
 Achieved the required outcomes? *Yes  No
Ensured meeting facilitation enabled:
 Participation? *Yes  No
 Discussion? *Yes  No
 Problem solving? *Yes  No
Participated in verbal exchanges
using audience, context and purpose
*Yes  No
appropriate style, tone and
vocabulary?
Listened for specific information? *Yes  No
Asked questions and listened to
*Yes  No
responses to clarify understanding?
Feedback: The meeting was conducted satisfactorily in accordance to the organisational
requirements and policies. Although there were some heated discussions on some points,
all the participants came to an understanding and agreement later.

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Role play 2

3. After the formal meeting, you have an informal meeting with Scott (Operations Manager) to
discuss how he is settling into the company and what assistance he needs. Your assessor
will play the part of Scott who is settling in really well and is happy to tell you what
assistance he needs.
4. As this is an informal meeting, no minutes are required but after the meeting, you need to
send an email to Scott confirming what you discussed and confirm the assistance you will
provide. Send the email to your assessor. Ensure that you format the email as directed in
the Document Style Guide.

INFORMAL MEETING

Date: 26th June, 2021

Meeting organiser – Sukhvinder Singh

Participant – Scott (Operations Manager)

Good morning Scott. You may be surprised that I called you without any prior notice. I wanted to
make sure if you are doing well and is there any confusion regarding the responsibilities that
you are given. You will be completely supported by our staff and you can ask for assistance if
you need any.

Scott’s reply: Good morning Sir. I am settling quite well here. I understand my responsibilities
and am eager to do whatever needs to be done in order to achieve organisational goals.
However, some of the staff are indifferent and uncommunicative and don’t respond to my
queries. I am hoping more cooperation from them to manage my tasks.

OBSERVATION CHECKLIST – informal meeting

Did the student satisfactorily: Status Comments

Conducted the meeting and ensured
it:
Was focused? *Yes  No
Was time efficient? *Yes  No
Achieved the required outcomes? *Yes  No
Ensured meeting facilitation enabled
Participation? *Yes  No
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Did the student satisfactorily: Status Comments

Discussion? *Yes  No
Participated in verbal exchanges
using audience, context and purpose
*Yes  No
appropriate style, tone and
vocabulary?
Listened for specific information? *Yes  No
Asked questions and listened to
*Yes  No
responses to clarify understanding
Feedback:

The meeting was conducted satisfactorily within time limit. The participant was heedful and
responded clearly and concisely.

Email to the Assessor

Date: 27th June, 2021
To
Scott
Operations Manager
Green Tree Retirement Home

Respected Sir,
I am addressing you to confirm the outcomes of the meeting held on 22 nd June, 2021. I called a
staff meeting yesterday to discuss about the role of clear communication, understanding, and

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cooperation in managing an organisation successfully. The response was good and it seems
like everybody understood. I hope that you will be provided with all the assistance you require.

With best regards,

Sukhvinder Singh
Meeting Organiser
Green Tree Retirement Home

Task 3 Meeting follow-up

Instructions:
Using the notes taken by ‘Evelyn’ during the meeting role play in Task 2:
 Transcribe them and produce a set of meeting minutes (template provided below) which:
o Reflect a true and accurate record of the meeting
o Are formatted appropriately
 Show the name of your document in the footer of the minutes
 Distribute a copy of the completed minutes to your assessor within 3 days of performing
the role play

You will need to check the document format is correct (as detailed in Green Tree Document
Management Policy and Procedures).

Your assessor will want to see that you can:

 Check transcribed meeting notes to ensure they reflect a true and accurate record of the
meeting and are formatted in accordance with organisational procedures and meeting
conventions
 Distribute and store minutes and other follow up documentation within designated
timelines and according to organisation requirements
 Report outcomes of meetings as required, within designated timelines.

MEETING MINUTE
Date: 25 June, 2021 Time: 11 am
Venue: The Board Room, 5th floor, Green Tree Retirement Home
Meeting organiser/ Chair Sukhvinder Singh
person

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Participants and roles: Evelyn – Administration Manager

Francesco – HR and Training Manager
Magnus – Sales and Marketing Manager
Scott – Operations Manager
Apologies:
Purpose: To improve service performance of Green Tree Retirement Home
To attract more residents and enhance the business
Decision making process: Group decision making
Items for Discussion:
1. Improving the reliability of staff by improving their consistency and timeliness
2. Increasing client’s assurance by improving staff’s competence, respect for customers, credibility,
honesty, and confidentiality
3. Determining and enhancing the state of physical facilities, equipment, and employee
4. Having more empathy while dealing with clients by improving access, communication skills, and
understanding
5. Providing appropriate and prompt services and individualised attention to the clients
6. Making the staff more responsive to client’s queries and increasing their willingness to help;
improving their problem-solving skills
7. Improving the overall operation and service performance of Green Tree Retirement Home
Follow Up Meeting

Date: 29th June, 2021

Time: 11 am
Place: The Board Room, 5rd floor, Green Tree Retirement Home
Minute Taker: Evelyn – Administration Manager

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