GENERAL IN STRUCTION S There is one central case study consisting of 3 (three) Tasks that caters 3 (three) role plays with given instances. You will have to conduct all 3 (three) roleplays by demonstrating your skills and knowledge within the assessment guidelines and requirements. The purpose of this assessment is to assess your ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, of waiter and team leader at ACA Restaurant Cafe: - The assessment has been developed with the intention that you will Communicate in a non- discriminatory way with colleagues and customers from at least 3 (three) different social and cultural groups: - demonstrating attempts to overcome language barriers - communicating in line with appropriate social and cultural conventions - demonstrating respect and sensitivity - Identify when assistance is required in the above communication, and seek help using the appropriate channels. Your task is to conduct the Loleplays in which: a You will be given one role play scenario based at ACA Restaurant Cafe for each instance. Please refer to the Business Summary Plan available on elearning to understand the business operations. a You are to role play as the person in the Work or Service context as stated within each instance and conduct an interaction when a fellow classmate plays the role outlined in the SocialiCultural Group cue cards given in Appendix 2. The socialicultural group outlined in Appendix 2 are assumed customersistaff, developed for you to demonstrate and apply your skills and knowledge of showing cultural sensitivity. a You are to choose a context of interaction, based on your research of the given cultural given stated within each instance and Appendix 2. You are to interact a simulated service environment to ensure opportunity for developing strategies and processes to resolve conflicts. For each instance. you may consider seeking support from your Manager or Team Leader whenfif necessary. Please refer to the Business Summary of ACA Restaurant Cafe; to acknowledge the setup of the m structure. You must inform your Trainer the context of conversation prior participating the role play. You are encouraged to use Appendix 1 as a guide to your demonstrated roleplay. Please refer to the marking cn'teria attached with each instance template. Each role play is worth 10 Marks. You will be observed by your Trainer demonstrating how you identify each customerfcolleagues' requirement and provide effective service to 3 different customersfcolleagues as listed in the table below. Task 1: RoleEglav 1 Instance Instance 1: Socialfcultural Group Details: Extemal interaction between customer and Wait Staff inside ACA Restaurant Cafe' 1. Mr Salim, Muslim 2. m Moll}.r Singh, Indigenous 3. m Gurung, Nepali, Hindu Work or Service Context: Wait Staff Key information required for \"satisfactory" result [lick when provided] Listen to the customer! colleague to identify.r the issue Assess the situation Take responsibility! Use techniques lOffer resolution! confirm with customer !colleague Show respect to customers!colleagues of various social and cultural groups treating them with sensitivity. :I :I :I Did the student: 1 Prepare for the role play Use language that is suitable for the scenario Marks Marks Achieved 1 Use tone and negotiation style appropriate for setting and complaint Identified social and cultural differences and responded in nondiscriminatory manner including dealing with the cause of conflicts and misunderstanding Provided option!s and offered suitable resolution!s Communicate with suitable interpersonal skills \"Joitl'I-POJN Follow up of situation and if needed. to appropriate personnel Total NdNNH-H- 10 Task 2: m2 Instance Social!cultural Group Details: Instance 2: Internal interaction between Wait Staff and other staff 1.Nakamura gate, Japanese 2. Dimitri Alexopoulos, Greek 3. Fredrick Brown, Gay Australian Work or Service Context: Bari sta Key information required for \"satisfactory\" result {lick when provided) Listen to the customer! colleague to identify the issue II Assess the situation II Take responsibility! Use techniques Offer resolution! 3 confirm with customer !co||eague Show respect to customers!colleagues of various social and cultural groups treating them with 3 sensitivity. Marks Did the student: Marks Achieved Prepare for the role play 1 Use language that is suitable for the scenario 1 Identified social and cultural differences and responded in non-discriminatory manner including dealing with the cause of conflicts and misunderstanding Provided option!s and offered suitable resolution!s 2 Communicate with suitable interpersonal skills 1 1 3 Use tone and negotiation style appropriate for setting and complaint 1 H T Follow up of situation and if needed, to appropriate personnel 2 Total 1 0 Task 3: Roleplay 3 Instance Social/cultural Group Details: Instance 3: External phone interaction between Team Leader 1. Cheryl Seinfield, Jewish Grandmother and supplier 2. Cho Sun, Korean, Buddhist Phone service assistant at Beverage supplier 3. Adelia Nik, Kitchen hand, needs to change roster to work on a religious festival Work or Service Context: ACA Restaurant Cafe Team Leader Key information required for "satisfactory" result (tick when provided) Listen to the customer colleague to identify the issue Assess the situation Take responsibility/ Use techniques Offer resolution/|O confirm with customer /colleague Show respect to customers/colleagues of various social and cultural groups treating them with sensitivity. Marks Did the student: Marks Achieved Prepare for the role play 1 Use language that is suitable for the scenario 3 Use tone and negotiation style appropriate for setting and complaint Identified social and cultural differences and responded in non-discriminatory 2 manner including dealing with the cause of conflicts and misunderstanding 4 Provided option/s and offered suitable resolution/s 2 5 Communicate with suitable interpersonal skills 7 Follow up of situation and if needed, to appropriate personnel 2 Total 10