Unit assessment pack (UAP) Assessments SITXHRM006 SITXHRM006 Monitor Staff Performance Assessment Instructions The assessment tasks that you need to complete for this unit are as follows: Assessment...

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Unit assessment pack (UAP)
Assessments
SITXHRM006

SITXHRM006 Monitor Staff Performance Assessment Instructions
The assessment tasks that you need to complete for this unit are as follows:
Assessment Task 1: Role Play
Assessment Task 2 - Project
Assessment Task 1: Role Play
1) This assessment task is a role play to be done by each student in front of trainer/assessor on the due date set by the trainer.
2) Students must use professional language, involve class mates to seek feedback and use appropriate body language in accordance with the Manager role they are portraying.
3) Your assessor will use an observation sheet and provide feedback whether your role play is satisfactory or not satisfactory.
4) Time frame: You will need approximately 45 minutes to conduct roleplay.
5) Assessment site: WAIFS campus
Equipment/Resource Required:
· Laptop/PC with Microsoft Office installed
· Learner Guide
· Cass mates to conduct roleplay
Competency outcome:
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory
Trainer feedback will be provided within 14 calendar days after assessment submission.
Assessment Task 2: Project
1. This assessment task requires you to complete a project individually (Activity 1 to Activity 4).
2. Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the overall unit of competency. You are required to review all activities in the workbook and understand the contents/concepts thoroughly before completing this task.
3. For activity 1, 3 and 4: Your classmates will play the role of supervisor and staff members. Your trainer will observe you performing roleplays and conducting meetings and will provide feedback using observation sheet.
4. All answers MUST be your own work and should NOT be plagiarised.
Assessments must be typed and emailed to the trainer, submissions must follow below specifications:
· adhere to the specific word count specified for each question
· be in [maximum] 12 point typeface
· Must be well presented, well referenced, well-structured
· Cover page must include:
· Unit name and Unit Code
· Student’s name and Student ID
· Assessment Task 2: Project
· Trainer Name
· Assessment Submission Date
5. Time frame: You will need approximately 4 hours to finish this task.
6. Assessment site: WAIFS campus or independent learning environment.
7. Email your finished assessment to your Trainer at given email address before due date on your timetable.
Equipment/Resource Required:
· Laptop/PC with Microsoft Office installed
· Internet
· Learner Guide
Competency outcome:
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory
Trainer feedback will be provided within 14 calendar days after assessment submission
Declaration
I declare that no part of this assessment has been copied from another person’s work with the exception of where I have listed or referenced documents or work and that no part of this assessment has been written for me by another person. I also understand the assessment instructions and requirements and consent to being assessed.
Signed:____________________________________________________________
Date:____________________________________________________________
If activities have been completed as part of a small group or in pairs, details of the learners involved should be provided below:
This assessment has been completed by the following persons and we acknowledge that it was a fair team effort where everyone contributed equally to the work completed. We declare that no part of this assessment has been copied from another person’s work with the exception of where we have listed or referenced documents or work and that no part of this assessment has been written for us by another person.
Student 1: …………………………………………………………………………………………… (full name)
Signed: ………………………………………… Date: ………………………
Student 2: …………………………………………………………………………………………… (full name)
Signed: ………………………………………… Date: ………………………
Student 3: …………………………………………………………………………………………… (full name)
Signed: ………………………………………… Date: ………………………
Student 4: …………………………………………………………………………………………… (full name)
Signed: ………………………………………… Date: ………………………
If you have any questions at all please discuss them with your trainer – we are here to help
Assessment Task 1: Role Play
Scenario – Background Information:
You are the new manager of Silent Treat Café and Convention Centre.
The Café and Convention Centre is set in beautiful themed gardens with a duck pond, with indoor and outdoor seating available. The café provides breakfast, lunch or a delicious snack in lush, tranquil settings.
Silent Treat has built a reputation for quality food and friendly service. Menus change on a seasonal basis and cater to different dietary requirements. It is fully licensed and offers a wide range of Australian and local wines.
You cater for a variety of special events such as birthdays, weddings, anniversaries, fundraising events and corporate functions. You have a wide range of packages and menus to suit different budgets and styles, including buffets, barbeques, finger food and two- and three-course dinners.
Silent Treat features a boutique function room which can cater for 30 guests for an intimate celebration or convention. For larger events, the Paddock Room can seat 50 guests during the day and be expanded to seat up to 160 in the evenings.
Opening hours: 7.00 am to 5.00 pm, seven days a week, and in the evenings for function and convention bookings.
You manage a team of eight members. You are hands on with your managerial duties, and supervisors only manage team members when you are not there.
Organisation mission statement:
We use quality, sustainably sourced products and suppliers who share our beliefs. We act in an ethical and socially responsible way and continue to improve our products and services and reduce our environmental impact.
We recognise that our team is critical to our success and we are dedicated to employing the best people, who are passionate about our vision, and treating them as a valued family member. We want every customer who enters Silent Treat Café and Convention Centre to enjoy the beauty of nature and leave feeling energised and inspired.
Strategic goals:
· Take advantage of economies of scale and increase efficiencies across the café and convention centre by improving communication, HR systems, streamlining purchasing and improving customer management systems by 20XX.
· Receive a 5-star customer service rating from Hospitality Now! (hospitality accreditation organisation).
· Receive a 5-star food rating for food from Hospitality Now! (hospitality accreditation organisation).
· Receive a 5-star rating for events from Hospitality Now! (hospitality accreditation organisation).
· Be the number one convention centre and café on the east coast by 20XX.
· Identify and successfully implement innovation ideas that bring benefits to the business and our stakeholders.
· To continue to be recognised as a leader in sustainable practices and champion new sustainability initiatives and technology.
· To increase net profit by 10% annually.
· To improve existing and establish new supplier relationships with other innovative companies.
· To continue to learn and adopt current best practices.
· To develop leadership abilities and potential of the team to support expansion and growth strategies.
Managers’ code of conduct:
All managers and supervisors of Silent Treat Café and Convention Centre must abide by the following code of conduct and behaviour expectations.
· Practice professional grooming standards.
· Be respectful to all team members, customers and other stakeholders.
· Act with integrity in all their dealings with all team members, customers, suppliers and other stakeholders.
· Be honest and transparent in all their communications with customers, team members and other stakeholders.
· Be fair and consistent with customers, team members and other stakeholders.
· Act ethically in all tasks undertaken.
· Exhibit excellent communication skills, including expressing yourself positively and clearly, actively listening, asking appropriate questions and having an understanding of body language.
· Show empathy to customers, team members and other stakeholders.
· Be flexible to the ever-changing needs of the business.
· Keep all confidential information private.
· Follow all workplace policies and procedures.
Activity: Develop team plans and team’s commitment and cooperation
As you are the new manager of Silent Treat Café and Convention Centre. It is the beginning of the year and you are required to develop goals with your team. The previous manager had a Laissez-Faire leadership style previously, which had led to communication barriers/issues between staff, falling revenue and failure to adhere to organisational policies in the correct manner. You need to adopt a more effective leadership style and apply motivational theories to achieve organisational goals, whilst managing the Silent Treat Café. The executive management team would like you to come up with five (5) team goals. These goals are to be based on the organisational goals. You decide to focus on the café and its staff first.
The café staff include the following full-time employees.
· Jemma – Cafe supervisor
· Lisa – Front counter server
· Travis – Front counter server
· Meg – Chef
· David – Sous chef
· Sasha – Sandwich hand
· Kat – Front counter server
· John – Sous chef
You need to conduct a Professional development session for your team. In which you need to conduct a meeting with your team members and owner in order to develop and communicate the short, medium and long-term plans of team in consistent with organisational goals.
Your assessor/trainer will perform as your owner and your colleagues will be acting as your team members. If there are insufficient numbers of student, then your trainer/assessor will act in multiple roles.
As a manager, student must perform the following as part of this assignment task:
In this meeting, you need to cover the following aspects:
· Short / Medium / Long-term plan of team and organisation
· Roles and responsibility of each team member
· Performance review and recognition of employee
· Feedback and Q&A session
· Meeting time will be 45 minutes.
Tasks:
In this meeting, you need to perform the following tasks:
1. You need to discuss the organisational goals with your team members in this meeting. Develop short, medium and long-term team plans and objectives in consultation with your team members in consistent with organisational goals. You need to act as a positive role model in this activity in order to motivate and encourage your team members. You need to come up with any five (5) team goals that your team want to achieve in this hotel. Prepare and document these plans and submit these to your owner and management.
1. Based on the team plans that you have developed with you team members, communicate expectations, roles and responsibilities for following team members by interacting positively and in professional manners and encourage them to take responsibility for own work.
1. Jemma – Cafe supervisor
1. Lisa – Front counter server
1. Travis – Front counter server
1. Meg – Chef
1. David – Sous chef
1. Sasha – Sandwich hand
1. Kat – Front counter server
1. John – Sous chef
These expectations, roles and responsibilities of team members must be considered following aspects:
· Adhering to policies and procedures
· Cooperative and open communication
· Nature and scope of work
· Relationships with others in the workplace and interdependent areas of activity
· Reporting requirements
1. In this meeting, you need to share and seek information from the wider business environment by encouraging your teams and individuals and ask their suggestions in order to develop innovative approaches to work. You need to share the following information with your team:
· Organisation performance
· Changes in organisational policies
· Marketing information and targets
· Overall organisational objectives
· Plans for new equipment
· Rationale for management decisions
· Technology updates
· Training developments
· Methods of collecting and interpreting performance data
You need to observe the contribution of each team member in developing innovative approaches.
1. You need to create a comfortable environment for the team where they will show their interest in meeting. For this, you need to model and encourage open and supportive communication with them.
1. You need to seek feedback from your team members in professional manner. Your team members will suggest you some changes in goals and policies, you need to implement that changes within the bounds of organisational goals and policies.
RP 6: After implementation of goals and policies, identify team members performance issues and provide guidance and support to underperforming team members through coaching or training. Create a performance improvement plan (PIP) for one of the underperforming team member through discussion (see template 1).
RP 7: Monitor Performance Improvement Plan (PIP) and conduct formal counselling of the team member for not improving performance areas. Explain the grievance procedure to team member.
RP 8: Conduct performance appraisal meeting and provide feedback to team members on their performance. Fill performance evaluation form (Refer to Template 2) and explain how you will file these forms as per organisational policies and procedures.
RP 9: Reward your team members for their performance, efforts and contribution.
Template 1: Performance Improvement Plan
Name/position:
Manager:
Review period:
Skills to be developed:
How skills are to be developed:
Priority (H,M,L)
By When?
Skills gained (Y/N)















Manager’s comments
Signature
Date
Staff member’s comments
Signature
Date
Template 2: Performance Evaluation Form
Name/position:
Manager:
Review period:
Goals
KPI (Key Performance Indicator)
Rating (1-5)
1= poor
5= Excellent
Comments












Manager’s comments
Signature
Date
Staff member’s comments
Signature
Date
Assessment Task 1: Role Play Observation Sheet
This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the question. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for the question or if reassessment is required.
Learner’s name

Assessor’s name

Unit of Competence
(Code and Title)

Date(s) of assessment

To be assessed as satisfactory (S) in this assessment task the participant needs to demonstrate competency in the following critical aspects of evidence
S
N/S
Comments and feedback to student
a) Performed in appropriate and professional body language, gestures and tone.
Yes
No

b) Used effective Communication to foster open and supportive communication within the team and shared information. from wider business environment
Yes
No

c) Discussed the organisation plans and goals with team members in order to develop team plans.
Yes
No

d) Act as positive role model supporting organisational goals and interacted team members in professional manner.
Yes
No

e) Effectively developed and communicated short, medium and long-term plans, expectations, roles and responsibilities with team members.
Yes
No

f) Communicated Roles and responsibilities with team members and delegated tasks accordingly.
Yes
No

g) Evaluated team member skills and provide opportunities for individual development by proper monitoring performance and adequate guidance, mentoring and coaching.
Yes
No

h) Effectively overcome communication barriers in providing effective support and motivation to a team.
Yes
No

i) Motivated individual and team to perform effectively to achieve the performance and goals.
Yes
No

j) Asked about feedback from team members.
Yes
No

k) Conducted performance appraisal meeting for staff and effectively provided recognition and rewards for team achievements.
Yes
No

l) Effectively applied appropriate leadership style and motivational theories to achieve organisational objectives
Yes
No

m) Coached or trained underperforming team member and created performance improvement plan.



n) Conducted formal counselling of underperforming team member.



Comments
Provide your comments here:
The learner’s performance was:
Not yet satisfactory
Satisfactory
If not yet satisfactory, date for reassessment:

Feedback to learner:
Learner’s signature

Assessor’s signature

Assessment Task 2 - Project
Scenario:
The organisation conducted performance appraisals to monitor the effectiveness of staff in relation to the following six (6) standards of performance:
· Customer service standards
· Level of accuracy in work
· Personal presentation
· Productivity
· Response times
· Team interaction
The following were the outcomes of the customer service team:
Performance appraisal outcomes: Jemma – Cafe supervisor
PERFORMANCE APPRAISAL
Staff name: Jemma
Team interaction
Below Expectations
Meets Expectations
Facilitates good communications between subordinates……….……………………………….


Conducts meetings effectively……………………………….…………………………………….


Keeps others advised of changes and plans which affect them……………………….……….


Listens carefully to suggestions and information from others.………………………………….


Makes necessary oral and/or verbal presentations effectively………………………………….



Comments:


Productivity
Below Expectations
Meets Expectations
Quality of Work ……………………………….………………….


Can work independent.…………………………….


Willingness to learn/potential ……………………………………………………….………………….



Comments:


Customer Service Standards
Below Expectations
Meets Expectations
Greet, and make eye contact with each customer …………


Smile and demonstrate a welcoming, helpful posture …………………


Keep waiting times to a minimum. Acknowledge customers who are kept waiting and apologise for any delay


Treat all customers with dignity and respect


Find out the customer’s needs with open-ended questions. Endeavour to meet all reasonable needs and requests


Maintain contact with the customer until the transaction is completed. Farewell the customer in a polite and friendly manner.



Comments:


Level of accuracy in work
Below Expectations
Meets Expectations
Attention to detail ………………………………………


Consistent high quality of work ……………..………………….


Job complete.………………



Comments:


Personal presentation
Below Expectations
Meets Expectations
Clothing is clean, pressed, in good condition and fit appropriately ………………………..


Socks or hose are worn with shoes ……………………………………………………………


Neat and well-groomed hair, sideburns, moustaches and beards


Clothing must not interfere with the safe operation of equipment


Tattoos that are perceived as offensive, hostile or that diminish the effectiveness of the employee’s professionalism must be covered, and not visible to staff, customers or visitors.



Comments:


Response times
Below Expectations
Meets Expectations
Prompt response to requests


Follow the standard operating procedures related to response time



Comments:


COMMENTS

OVERALL SUMMARY OF PERFORMANCE
BASED ON THE ABOVE PERFORMANCE FACTOR RATINGS, THE EMPLOYEE’S OVERALL PERFORMANCE FOR THIS PERFORMANCE PERIOD WAS (THIS RATING TO BE CONSISTENT WITH THE ABOVE INDIVIDUAL RATINGS):
__ ☐_BELOW EXPECTATIONS_ ☒ _MET EXPECTATIONS
GENERAL COMMENTS BY SUPERVISOR (Please make any additional comments job related and specific to job performance.):
Outstanding performance
A meeting to discuss this performance summary with the employee was held on      (Date)
EMPLOYEE COMMENTS:









Signatures:



(Department Head/Reviewer)

(Date)



(Evaluator)

(Date)
DISCLAIMER STATEMENT: Signature indicates that the performance appraisal has been read and discussed with me. Signature does not necessarily indicate agreement or disagreement with the content of this appraisal.



(Employee)

(Date)
Performance appraisal outcomes: Lisa – Front counter server
PERFORMANCE APPRAISAL
Staff name: Lisa
Team interaction
Below Expectations
Meets Expectations
Facilitates good communications between subordinates……….……………………………….


Interacts with other supervisors and managers effectively.…………………………………….


Responds to requests and telephone calls promptly…………………………………………….


Keeps others advised of changes and plans which affect them……………………….……….


Listens carefully to suggestions and information from others.………………………………….


Makes necessary oral and/or verbal presentations effectively………………………………….



Comments: Gets offended by negative feedback


Productivity
Below Expectations
Meets Expectations
Quality of Work ……………………………….………………….


Can work independent.…………………………….


Willingness to learn/potential ……………………………………………………….………………….



Comments:


Customer Service Standards
Below Expectations
Meets Expectations
Greet, and make eye contact with each customer …………


Smile and demonstrate a welcoming, helpful posture …………………


Keep waiting times to a minimum. Acknowledge customers who are kept waiting and apologise for any delay


Treat all customers with dignity and respect


Find out the customer’s needs with open-ended questions. Endeavour to meet all reasonable needs and requests


Maintain contact with the customer until the transaction is completed. Farewell the customer in a polite and friendly manner.



Comments:


Level of accuracy in work
Below Expectations
Meets Expectations
Attention to detail ………………………………………


Consistent high quality of work ……………..………………….


Job complete.………………



Comments:


Personal presentation
Below Expectations
Meets Expectations
Clothing is clean, pressed, in good condition and fit appropriately ……………………….


Socks or hose are worn with shoes ……………………………………………………………


Neat and well-groomed hair, sideburns, moustaches and beards


Clothing must not interfere with the safe operation of equipment


Tattoos that are perceived as offensive, hostile or that diminish the effectiveness of the employee’s professionalism must be covered, and not visible to staff, customers or visitors.



Comments:


Response times
Below Expectations
Meets Expectations
Prompt response to requests


Follow the standard operating procedures related to response time



Comments:


COMMENTS

OVERALL SUMMARY OF PERFORMANCE
BASED ON THE ABOVE PERFORMANCE FACTOR RATINGS, THE EMPLOYEE’S OVERALL PERFORMANCE FOR THIS PERFORMANCE PERIOD WAS (THIS RATING TO BE CONSISTENT WITH THE ABOVE INDIVIDUAL RATINGS):
__ ☐_BELOW EXPECTATIONS_ ☒ _MET EXPECTATIONS
GENERAL COMMENTS BY SUPERVISOR (Please make any additional comments job related and specific to job performance.):
Needs to take feedback in a positive way.
A meeting to discuss this performance summary with the employee was held on      (Date)
EMPLOYEE COMMENTS:









Signatures:



(Department Head/Reviewer)

(Date)



(Evaluator)

(Date)
DISCLAIMER STATEMENT: Signature indicates that the performance appraisal has been read and discussed with me. Signature does not necessarily indicate agreement or disagreement with the content of this appraisal.



(Employee)

(Date)
Performance appraisal outcomes: Travis – Front counter server
PERFORMANCE APPRAISAL
Staff name: Travis
Team interaction
Below Expectations
Meets Expectations
Facilitates good communications between subordinates……….……………………………….


Interacts with other supervisors and managers effectively.…………………………………….


Responds to requests and telephone calls promptly…………………………………………….


Keeps others advised of changes and plans which affect them……………………….……….


Listens carefully to suggestions and information from others.………………………………….


Makes necessary oral and/or verbal presentations effectively………………………………….



Comments: Travis is very good at customer service. However, he hardly communicates with the subordinates and that affects team environment.


Productivity
Below Expectations
Meets Expectations
Quality of Work ……………………………….………………….


Can work independent.…………………………….


Willingness to learn/potential ……………………………………………………….………………….



Comments:


Customer Service Standards
Below Expectations
Meets Expectations
Greet, and make eye contact with each customer …………


Smile and demonstrate a welcoming, helpful posture …………………


Keep waiting times to a minimum. Acknowledge customers who are kept waiting and apologise for any delay


Treat all customers with dignity and respect


Find out the customer’s needs with open-ended questions. Endeavour to meet all reasonable needs and requests


Maintain contact with the customer until the transaction is completed. Farewell the customer in a polite and friendly manner.



Comments:


Level of accuracy in work
Below Expectations
Meets Expectations
Attention to detail ………………………………………


Consistent high quality of work ……………..………………….


Job complete.………………



Comments:


Personal presentation
Below Expectations
Meets Expectations
Clothing is clean, pressed, in good condition and fit appropriately ………………………..


Socks or hose are worn with shoes ……………………………………………………………


Neat and well-groomed hair, sideburns, moustaches and beards


Clothing must not interfere with the safe operation of equipment


Tattoos that are perceived as offensive, hostile or that diminish the effectiveness of the employee’s professionalism must be covered, and not visible to staff, customers or visitors.



Comments:


Response times
Below Expectations
Meets Expectations
Prompt response to requests


Follow the standard operating procedures related to response time



Comments:


COMMENTS

OVERALL SUMMARY OF PERFORMANCE
BASED ON THE ABOVE PERFORMANCE FACTOR RATINGS, THE EMPLOYEE’S OVERALL PERFORMANCE FOR THIS PERFORMANCE PERIOD WAS (THIS RATING TO BE CONSISTENT WITH THE ABOVE INDIVIDUAL RATINGS):
__ ☐_BELOW EXPECTATIONS_ ☒ _MET EXPECTATIONS
GENERAL COMMENTS BY SUPERVISOR (Please make any additional comments job related and specific to job performance.):

A meeting to discuss this performance summary with the employee was held on      (Date)
EMPLOYEE COMMENTS:









Signatures:



(Department Head/Reviewer)

(Date)



(Evaluator)

(Date)
DISCLAIMER STATEMENT: Signature indicates that the performance appraisal has been read and discussed with me. Signature does not necessarily indicate agreement or disagreement with the content of this appraisal.



(Employee)

(Date)
Performance appraisal outcomes: Kat – Front counter server
PERFORMANCE APPRAISAL
Staff name: Kat
Team interaction
Below Expectations
Meets Expectations
Facilitates good communications between subordinates……….……………………………….


Interacts with other supervisors and managers effectively.…………………………………….


Responds to requests and telephone calls promptly…………………………………………….


Keeps others advised of changes and plans which affect them……………………….……….


Listens carefully to suggestions and information from others.………………………………….


Makes necessary oral and/or verbal presentations effectively………………………………….



Comments: Kat does not listen to suggestions carefully and has not made any improvements in last three months. The supervisor had problems with her attitude and behaviour.


Productivity
Below Expectations
Meets Expectations
Quality of Work ……………………………….………………….


Can work independent.…………………………….


Willingness to learn/potential ……………………………………………………….………………….



Comments:


Customer Service Standards
Below Expectations
Meets Expectations
Greet, and make eye contact with each customer …………


Smile and demonstrate a welcoming, helpful posture …………………


Keep waiting times to a minimum. Acknowledge customers who are kept waiting and apologise for any delay


Treat all customers with dignity and respect


Find out the customer’s needs with open-ended questions. Endeavour to meet all reasonable needs and requests


Maintain contact with the customer until the transaction is completed. Farewell the customer in a polite and friendly manner.



Comments:


Level of accuracy in work
Below Expectations
Meets Expectations
Attention to detail ………………………………………


Consistent high quality of work ……………..………………….


Job complete.………………



Comments:


Personal presentation
Below Expectations
Meets Expectations
Clothing is clean, pressed, in good condition and fit appropriately ………………………..


Socks or hose are worn with shoes ……………………………………………………………


Neat and well-groomed hair, sideburns, moustaches and beards


Clothing must not interfere with the safe operation of equipment


Tattoos that are perceived as offensive, hostile or that diminish the effectiveness of the employee’s professionalism must be covered, and not visible to staff, customers or visitors.



Comments:


Response times
Below Expectations
Meets Expectations
Prompt response to requests


Follow the standard operating procedures related to response time



Comments:


COMMENTS

OVERALL SUMMARY OF PERFORMANCE
BASED ON THE ABOVE PERFORMANCE FACTOR RATINGS, THE EMPLOYEE’S OVERALL PERFORMANCE FOR THIS PERFORMANCE PERIOD WAS (THIS RATING TO BE CONSISTENT WITH THE ABOVE INDIVIDUAL RATINGS):
__ ☒_BELOW EXPECTATIONS_ ☐ _MET EXPECTATIONS
GENERAL COMMENTS BY SUPERVISOR (Please make any additional comments job related and specific to job performance.):

A meeting to discuss this performance summary with the employee was held on      (Date)
EMPLOYEE COMMENTS:









Signatures:



(Department Head/Reviewer)

(Date)



(Evaluator)

(Date)
DISCLAIMER STATEMENT: Signature indicates that the performance appraisal has been read and discussed with me. Signature does not necessarily indicate agreement or disagreement with the content of this appraisal.



(Employee)

(Date)
Considering the outcomes, the management wants you to:
· Monitor the outcomes of performance appraisals conducted
· Provide recognition and rewards for achievements and outstanding performance according to organisational policies.
· Recognise problems and resolve performance issues.
· Provide supportive feedback and guidance for improving standards of performance to the staff.
· Conduct structured performance appraisals and formal counselling and training sessions for staff members, in line with established organisational procedures
· Conduct formal performance systems and implement performance management systems.
Task:
In this assessment task, you are required to complete the following activities:
· Activity 1: Provide recognition and rewards for achievements and outstanding performance.
· Activity 2: Prepare coaching plan
· Activity 3: Conduct one to one formal coaching sessions
· Activity 4: Conduct formal performance systems and implement performance management systems.
Activity 1: Provide recognition and rewards for achievements and outstanding performance
Considering the outcomes of performance appraisals, you are required to provide recognition and rewards for achievements and outstanding performance to the Supervisor.
As per organisational policies, the supervisor will be rewarded with additional 10% bonus of the total salary.
You need to arrange a meeting with the Supervisor, congratulate him, provide recognition and rewards for achievements and outstanding performance. Your trainer will observe you conducting this meeting.
Activity 2: Prepare coaching plan
Considering the outcomes of performance appraisals, you are required to prepare and submit coaching plan for the following employees:
· Lisa – Front counter server
· Travis – Front counter server
· Kat – Front counter server
The coaching plan must be prepared in line with the outcomes of the performance appraisals. When preparing the coaching sessions, you must:
· Identify performance problems and need for further coaching.
· Skill Area or Focus
· Identify SMART Target.
· Tasks/Strategies/possible solutions to achieve target.
· Key performance indicators towards achieving the goal.
· Description of my progress towards achieving this goal.
Coaching plan: Lisa – Front counter server
Specific Area for Development:
Skill Area or Focus
SMART Target
Tasks/Strategies to
achieve target
KPI’s
Date Reviewed
Description of my Progress towards achieving this Goal
0%50%100%












Coaching plan: Travis – Front counter server
Specific Area for Development:
Skill Area or Focus
SMART Target
Tasks/Strategies to
achieve target
KPI’s
Date Reviewed
Description of my Progress towards achieving this Goal
0%50%100%












Coaching plan: Kat – Front counter server
Specific Area for Development:
Skill Area or Focus
SMART Target
Tasks/Strategies to
achieve target
KPI’s
Date Reviewed
Description of my Progress towards achieving this Goal
0%50%100%












Activity 3: Conduct one to one formal coaching sessions
In this activity, you are required to arrange one on one meeting with the customer service staff members and provide them formal coaching sessions. Your trainer will observe these coaching sessions.
The following will be the participants of the coaching sessions:
Coaching session 1:
· Manager (You)
· Lisa – Front counter server
Coaching session 2:
· Manager (You)
· Travis – Front counter server
Coaching session 3:
· Manager (You)
· Kat – Front counter server
The agenda of the coaching sessions is to provide supportive feedback and guidance for improving standards of performance to the customer service staff members.
The coaching sessions must be prepared in accordance with the established organisational procedures.

Coaching organisational procedures:
· Coaching will be based on the effectiveness of staff in relation to the standards of performance (outcomes of performance appraisal).
· Coaching is to be carried out in line with the coaching plan.
· The coaching sessions should be focussed on the organisation’s goal to provide colleagues with guidance and support to enhance their work performance.
· Coaching sessions are to be conducted on monthly basis.
· Staff’s performance will be monitored based on the agreed performance outcomes.
· The coaching plans from the previous sessions will be used to keep track of the progress.
Before the coaching sessions, you need to:
· Carefully analyse the coaching plans prepare in Activity 2.
During the coaching sessions, you need to:
· Be open and fair.
· Discuss the need for further coaching or training with each staff in.
· Discuss the performance issues.
· Discuss the SMART Target.
· Tasks/Strategies to achieve target.
· Key performance indicators.
· Gain agreement on the possible solutions and KPI’s.
· Date for next coaching session.
Customer service staff member will:
· Discuss the issues.
· Agree to possible solutions and KPI’s.
After the coaching session, you need to use the coaching plan templates provided in previous activity and complete/revise them based on your agreements.
Activity 4: Conduct formal performance systems and implement performance management systems.
The coaching sessions were conducted and key performance indicators to measure the progress were agreed upon.
After the period of one month, the following were the outcomes.
Coaching plan: Lisa – Front counter server
Specific Area for Development:
Skill Area or Focus
SMART Target
Tasks/Strategies to
achieve target
KPI’s
Date Reviewed
Description of my Progress towards achieving this Goal
0%50%100%
Gets offended by negative feedback
To take negative feedback in a positive manner and try to improve on skills that you lack.
Pause for a minute and think if there’s anything you can learn from what they’re saying.
· Number of complaints
· Behaviour assessment
25/7
70%
Coaching plan: Travis – Front counter server
Specific Area for Development:
Skill Area or Focus
SMART Target
Tasks/Strategies to
achieve target
KPI’s
Date Reviewed
Description of my Progress towards achieving this Goal
0%50%100%
Hardly communicates with the subordinates that affects team environment.
To build good relationships with the colleagues/subordinates.
Team building sessions
Participating in extra curriculum activities
Feedback from subordinates
Monitoring sessions
25/7
100%
Coaching plan: Kat – Front counter server
Specific Area for Development:
Skill Area or Focus
SMART Target
Tasks/Strategies to
achieve target
KPI’s
Date Reviewed
Description of my Progress towards achieving this Goal
0%50%100%
Do not listen to suggestions carefully and has not made any improvements in last three months.
Pay attention to the words being spoken and follow the instructions provided.
Concentrate. Focus your attention on the supervisor. Don’t be distracted by noise and movement. 
Pay attention to the words being spoken.
Ask questions.
Don’t leave your work partially completed. 
Supervisors feedback.
Monitoring sessions.
30/10
50%
Task:
Considering the outcomes of the coaching sessions, you are then required to conduct and implement performance management systems. Your trainer will observe you conducting performance appraisal session with the staff member (a-c).
To do so you need to:
a) Conduct one-on-one formal sessions with the customer service staff members.
b) Conduct individual performance evaluations openly and fairly.
c) Gain agreement on the next course of actions to make improvements and KPI’s that will be used to track progress.
d) Complete the “performance management system” templates provided below and submit to trainer/assessor.
e) Explain in writing how you will file performance management forms of employees.
Performance management system: Lisa – Front counter server
Specific Area for Development:
Skill Area or Focus
SMART Target
Tasks/Strategies to
achieve target
KPI’s
Date Reviewed
Description of my Progress towards achieving this Goal
0%50%100%
Gets offended by negative feedback
To take negative feedback in a positive manner and try to improve on skills that you lack.




Performance management system: Kat – Front counter server
Specific Area for Development:
Skill Area or Focus
SMART Target
Tasks/Strategies to
achieve target
KPI’s
Date Reviewed
Description of my Progress towards achieving this Goal
0%50%100%
Do not listen to suggestions carefully and has not made any improvements in last three months.
Pay attention to the words being spoken and follow the instructions provided.




Assessment Task 2: Observation Sheet
Learner’s name

Assessor’s name

Unit of Competence
(Code and Title)

Date(s) of assessment

Trainer/ Assessor to complete
Assessment activities to be completed
· Activity 1: Provide recognition and rewards for achievements and outstanding performance.
· Activity 2: Prepare coaching plan
· Activity 3: Conduct one to one formal coaching sessions
· Activity 4: Conduct formal performance systems and implement performance management systems.
Does the candidate meet the following criteria
Yes
No
Trainer/Assessor Comments
a) Provided recognition and rewards for achievements and outstanding performance to the Supervisor.



b) Identified performance problems and need for further coaching



c) Identified SMART Goals.



d) Arranged one on one meeting with the customer service staff members and provide them formal coaching sessions.



e) Conducted and implemented performance management systems



f) Conducted one-on-one formal sessions with the customer service staff members.



g) Conducted individual performance evaluations openly and fairly.



h) Gained agreement on the next course of actions to make improvements and KPI’s that will be used to track progress.




i) Completed the “performance management system”



Comments
Provide your comments here:
The learner’s performance was:
Not yet satisfactory
Satisfactory
If not yet satisfactory, date for reassessment:

Feedback to learner:
Learner’s signature

Assessor’s signature

CRICOS Provider No. 03188C
RTO Provider No. 52128
Department : Business
Author: WAIFS
Current Version: 1.0

Initial Issue date:
1/05/2020
Current Version Issue Date:
01/05/2020
Next review date:
01/05/2021
Page 34 of 36
Answered 2 days AfterMay 17, 2021SITXHRM006Training.Gov.Au

Solution

Shubham Agarwal answered on May 20 2021
29 Votes

Unit assessment pack (UAP)
Assessments
SITXHRM006

SITXHRM006 Monitor Staff Performance Assessment Instructions
The assessment tasks that you need to complete for this unit are as...

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