GENERAL INSTRUCTIONS 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: a 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 W seek help using the appropriate channels. Your task is to conduct the roleplays in which: - You will be given one role play scenan'o based at ABA Restaurant Safe for each instance. 3lease refer to the Business Summary 3Ian available on e-leaming 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 Sociall'Cultural Group cue cards given in Appendix 2. The sociall'cultural group outlined in Appendix 2 are assumed customerslstaff, developed for you to demonstrate and apply your skills and knowledge of showing cultural sensitivity. cultural sensitivity. 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 when/if necessary. Please refer to the Business Summary of ACA Restaurant Cafe; to acknowledge the setup of the organisational 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 criteria attached with each instance template. Each role play is worth 10 Marks. . You will be observed by your Trainer demonstrating how you identify each customer/colleagues' requirement and provide effective service to 3 different customers/colleagues as listed in the table below.Task 1: Roleplay 1 Instance Social/cultural Group Details: Instance 1: External interaction between customer and Wait Staff 1. Mr. Salim, Muslim inside ACA Restaurant Cafe 2. Aunty Molly Singh, Indigenous 3. Aadarsh Gurung, Nepali, Hindu Work or Service Context: Wait Staff 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/ confirm with customer /colleague Show respect to customers/colleagues of various social and cultural groups treating them with sensitivity. Did the student: Marks Marks Achieved Prepare for the role play 2 Use language that is suitable for the scenario 3 Use tone and negotiation style appropriate for setting and complaint 4 Identified social and cultural differences and responded in non-discriminatory 2 manner including dealing with the cause of conflicts and misunderstanding 5 Provided option/s and offered suitable resolution/s 2 6 Communicate with suitable interpersonal skills Follow up of situation and if needed, to appropriate personnel 2 Total 10Task 2: Roleplay 2 Instance Social/cultural Group Details: Instance 2: Internal interaction between Wait Staff and other staff 1.Nakamura Sato, Japanese 2. Dimitri Alexopoulos, Greek 3. Fredrick Brown, Gay Australian Work or Service Context: | Barista 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/ 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 1 Prepare for the role play 1 2 Use language that is suitable for the scenario 1 3 Use tone and negotiation style appropriate for setting and complaint 1 4 Identified social and cultural differences and responded in non-discriminatory 2 manner including dealing with the cause of conflicts and misunderstanding 5 Provided option/s and offered suitable resolution/s 2 6 Communicate with suitable interpersonal skills 7 Follow up of situation and if needed, to appropriate personnel 2 Total 10Task 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 O Assess the situation Take responsibility/ Use techniques Offer resolution/ 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 1 Prepare for the role play 1 2 Use language that is suitable for the scenario 3 Use tone and negotiation style appropriate for setting and complaint 1 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 1 7 Follow up of situation and if needed, to appropriate personnel 2 Total 10Appendix 1: Criteria for roleplay demonstration Criteria: Conducts in a friendly manner Communicates in a respectful manner Maintains formality according to cultural requirement Uses open body language Maintains a respectful distance Listens to what the person says Uses clear language Uses no slang or Abbreviations Makes attempts to overcome language barriers Uses gestures as appropriate Makes use of writing or direction to signs Remains patient at all times Does not display impatience (rolling eyes, visible anger) Seeks assistance from colleagues where required Seeks assistance from Supervisor as required Displays a professional can-do attitude when dealing with diverse colleagues and customers Pro-actively identifies and deals with issues as these ariseAppendix 2: For Task 1-3 Role play Cue cards Customer Mr Salim, Muslim Very strong Arabic accent, understands English and expects good service from the wait staff Customer Aunty Molly Singh, Understands the culture, however, enjoys Indigenous discussing the historical significance of the traditional lands Walk in off the street Aadarsh Gurung, Nepali, Accent and understanding are good and is after Hindu change to pay for parking meter outside the restaurant. Head Chef Dimitri Alexopoulos. Greek chef. Demonstrated abilities as a team player Greek with excellent mentoring, planning and organisational skills Sous Chef Nakamura Sato Came from Japan 5 years ago with the aim of Japanese achieving the highest food standards in order to exceed customer expectations. Kitchen Hand 1 Frederick Brown He is flamboyant and identifies as a gay male. He Gay Australian has a passion for food and a strong customer focus. Great attention to detail, creative flair and excellent communication skills. The accounts manager Cheryl Seinfield, Jewish, works for ACA cafe and does payroll for the Jewish Grandmother business when Financial manger Beverage supplier phone Cho Sun She is Buddist and has a strong accent that is hard order taker Korean to understand on the phone. Kitchen Hand 2 Adelia Nik From Singapore and is Hindu and has worked at Singaporean ACA Cafe kitchen for 2 Years' as a Kitchen Hand