Student Assessment Tasks

SITXHRM006 Monitor staff performance

Student Name:

Student Number:
 Joan Lawman College

``Contents

Assessment process overview ……………………………………………………………………………… 3

Tips for submitting written work ……………………………………………………………………………… 4

Assessment Task 1: Theory Task ….…………………………………………………………………........ 5

Assessment Task 2: Role Play………………………………………………………………………... .……10

Assessment Task 3: Project ………………………………………………………………………………… 14

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Assessment overview
This Student Assessment Task Booklet is used to assess your performance against the requirements of the
following unit of competency SITXHRM006 Monitor staff performance. You must satisfactorily complete the
following assessment tasks to be deemed competent for these units:

Assessment Task Assessment Outline

1. Theory task Written questions
2. Practical activity Role Play
3. Practical activity Project
Assessment requirements
You will be provided an assessment schedule by your trainer. This will indicate the dates assessments will be
undertaken e.g. for practical activities and/ or the dates for assessment submissions e.g. for written work.

Prior to assessment your assessor will provide you information on how to prepare. Ensure you are fully
prepared for each assessment task. The resources required for each task are indicated in each task.

If you have identified special learning needs the assessment process and/ or materials may be adjusted to
address these requirements. If you feel there is an issue that will impact your performance during an
assessment task, it is important to bring this to the attention of your assessor prior to attempting the task.

Read all assessment task information in full. Contact your assessor to clarify assessment requirements if you
are unsure about any aspect of the assessment process or task requirements.

Each assessment task includes a set of instructions that guide you on requirements. Information is also
provided on the assessment context (e.g. where it will be undertaken) and conditions (e.g. closed book).

For performance to be deemed satisfactory in an assessment task, you must satisfactorily address all the
assessment criteria. You must satisfactorily complete each assessment task to be deemed competent in this
unit.

Submitting assessments
You will be informed the process for submitting any written work and what has to be submitted. This
information will be supplied with each task. You must submit all work by the due date. Failure to do so may
count as a submission attempt.

Complete the Student declaration section of the Assessment Cover Sheet that is supplied with each
assessment task. Submit this to the assessor along with your work. Retain a copy of all work submitted for
each assessment task.

Academic conduct
Cheating, plagiarism and unauthorised collusion in any form during assessments will result in the assessment
submission being invalidated.

Assessment feedback
You will be provided feedback on performance on completion of the task. The feedback will be provided in the
Assessment Cover Sheet and will indicate if you have satisfactorily addressed all the assessment criteria and
indicate the assessment result as S – Satisfactory or U - Unsatisfactory. Assessors will discuss your
performance in each task when providing feedback.

Assessment resubmissions
If you fail to demonstrate satisfactory performance in an assessment task you will be provided another 2
opportunities to address the assessment criteria. The assessor will arrange this with you.

Accepting the assessment result

Once the assessor has provided written and verbal feedback, you are required to complete the Accepting
assessment result section of the Assessment Cover Sheet.

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Assessment appeals
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.

Tips for submitting written work

Assessment questions, report briefs and project instructions include words that guide you on the expected
level of response. The information below is a guide on the expected level and type of response required by
questions and instructions that include the highlighted words below.
Note that the following guidance is the minimum level of response required.

List Identify information in a list format. A short response is required e.g. a list of food items
required for a menu.

Identify Similar to list. A short response is required e.g. identify 3 types of cheese.

Outline A brief response of 1 or 2 sentences is required that includes a brief overview of the main
parts/ aspects of the question subject.

Summarise A brief response of 1 or 2 sentences is required that includes a brief overview of the main
parts/ aspects of the question subject.

Describe This requires a more comprehensive response than outline or summarise. When describing
something you provide more detailed information of the question subject. You may be often
asked to describe processes or aspects/ features or qualities of the question subject.
Expected responses will be between 3 to 4 sentences in length.

Explain When explaining something you provide detailed information on the question subject. You
may be asked to explain reasons justifying why you would complete processes in a certain
order or why something happened. Expected responses will be between 3 to 4 sentences in
length.

Analyse When responding to questions asking you to analyse something, you should identify key
aspects or features of the subject. Expected responses will be between 3 to 4 sentences in
length.

Quick summary of assessment process

1. Review task requirements to identify assessment criteria and task requirements.
2. Clarify anything you don’t understand with your assessor.
3. Ensure you are fully prepared to undertake the task.
4. Complete the Assessment Agreement. Provide this to your assessor prior to attempting assessment
task 1.
5. Complete the Assessment Task Cover Sheet and submit to you assessor at the commencement of a
task that is observed by your assessor or when submitting written work.
6. Undertake the task in accordance with task requirements.
7. Your assessor will provide written feedback in the Assessment Task Cover Sheet and discuss this with
you.
8. If required identify and confirm part of the task that must be resubmitted and confirm your
understanding of requirements with the assessor.
9. Complete the Student Declaration – Acceptance of assessment result section of the Assessment Task
Cover Sheet. Keep a copy of the feedback provided in the Assessment Task Cover Sheet.

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Assessment Task 1 – Theory task – Written questions

Overview
In this task you are required to provide written responses to questions.

Assessment conditions & context

This is an open book assessment. You may refer to their notes during this task. This task is to be completed
in your own time and submitted at an agreed date. Submit the completed Assessment cover sheet and
question sheet to your assessor at the completion of this task.

Assessment criteria
For performance to be deemed satisfactory in this assessment task, you must satisfactory complete each part
of the task (provide an appropriate response to each question). If part of this task is not satisfactorily
completed, you will be asked to complete further assessment to demonstrate satisfactory performance.

Resubmissions
You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed each part of the task requirements.

If any part of this task is not satisfactorily addressed your assessor will explain why and provide you written
feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-
assessment attempt/ s will be arranged at a later time and date.

Appeals
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.

Confirming requirements
Assessors will confirm the requirements of this task with you prior to commencement. If you are unsure about
any aspect of the requirements, ask your assessor to provide clarification. Consult with the assessor if you
have any special learning issues/ needs that may impact your performance when attempting this task.

Questions

Questions:
Q1: Answer the following questions regarding “Role and importance of monitoring staff performance and
providing feedback and coaching”:

a) Explain the role and importance of monitoring staff performance. Write your answer in 100-150 words.

Answer
Monitoring performance is important because it can make the difference between success and
failure. It is a crucial element in all organisations and businesses. Without monitoring performance,
you will have no way of knowing how effective your staff, team, department and organisation are.
This will result in directionless goals and a confused and aimless working culture. Regularly checking
in with employees you can begin to create a strong understanding of strengths and weaknesses. If
they are struggling to achieve a particular goal but regularly achieve others, would it be worth
adjusting their work plan and concentrating on areas they perform well in. Do they require training?
Perhaps they would benefit from a mentor or would work better in a team? By reviewing progress
regularly, you will be able to pick up on these subtleties and provide your employees with the support
and guidance they need to reach their potential for themselves and the organization. The monitoring
performance module will assist you in exploring the benefits of observing and recording performance
data to achieve consistent performance improvement.

b) Why is it important to provide positive feedback after evaluating the performance of the employees?
How can you provide positive feedback? Write your answer in 100-150 words.

Answer
Important to provide positive feedback after evaluating the performance of the employees forl
used to reinforce positive behaviour and support behavioural changes in the

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workplace. While it is beneficial to give and receive healthy criticism about areas
for improvement, using positive feedback is equally necessary. When responding
to feedback, you may reply in person or send a message. Here are some things to
provide to positive feedback:

 Whenever possible, link positive behavior to business results.

 Deliver the feedback as close in time to the event as possible.
 Deliver positive feedback in front of others, when possible and when appropriate, if you think they can
also benefit from it.
 Be specific and as detailed as possible to help the recipient implement the positive feedback in future
situations.
 Avoid giving positive feedback too often or for trivial reasons to maintain it’s meaning.
 Avoid delivering positive feedback in a condescending manner or tone and use tact when giving
positive feedback to superiors.

c) Prepare a list of six-steps and guidelines to be followed to develop a robust framework for coaching
your work colleagues.
Answer

1. Determine Purpose and Performance Goals

2. Analyze Performance and Strengths
3. Explore Obstacles and Options
4. Commit to Taking Specific Action
5. Implement the Agreed Actions
6. Review the Progress Made and Lessons Learned

Q2: Answer the following questions regarding “Key elements of performance standards and performance
management systems”:

a. Explain the following methods of collecting performance data:

i. 360-degree feedback

Answer
360-degree feedback generally is a process where an employee gets performance feedback not just
from their boss, but from various stakeholders they interact with. This could include their subordinates,
peers, supervisors, customers, suppliers, business partners, etc. The idea is to provide a full picture of
how the employee performs at their job, and how well they work as part of an interconnected team.

One of the primary advantages of this approach is that it looks at different perspectives, and how the
employee works with different people in different roles. For example, some people have learned to
‘manage up’ very well, and often look like star performers to their boss. But when the boss isn’t looking,
they may treat their co-workers or subordinates poorly, ignore customer concerns, or take credit for
partners’ ideas. On the flip side, there are workers who work hard and do a great job, but their work isn’t
necessarily visible to their supervisor. This type of feedback can be valuable in getting the person who
primarily works outside the office or in a remote location noticed, when they aren’t working directly with
their boss on a regular basis.
ii. Self-Evaluation
Write your answer in 70-120 words.

Answer

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A self-evaluation requires an employee to judge his or her own performance against predetermined
criteria. Usually, the self-evaluation is taken into consideration during an official performance review to
allow for a more thorough discussion and to ensure employees understand how they will be judged. The
self-evaluation may be too subjective to truly reflect work performance, as employees may rate
themselves too high—or too low—but the discrepancies between employee and employer evaluations
can be insightful.

b. Explain the following methods of interpreting performance data:

i. Qualitative Data Interpretation

Answer
Qualitative data analysis can be summed up in one word – categorical. With qualitative
analysis, data is not described through numerical values or patterns, but through the
use of descriptive context (i.e., text). Typically, narrative data is gathered by employing
a wide variety of person-to-person techniques. These techniques include:

 Observations: detailing behavioral patterns that occur within an observation group.

These patterns could be the amount of time spent in an activity, the type of activity,
and the method of communication employed.

 Focus groups: Group people and ask them relevant questions to generate a
collaborative discussion about a research topic.

 Secondary Research: much like how patterns of behavior can be observed, different
types of documentation resources can be coded and divided based on the type of
material they contain.

 Interviews: one of the best collection methods for narrative data. Inquiry responses
can be grouped by theme, topic, or category. The interview approach allows for highly-
focused data segmentation.
A key difference between qualitative and quantitative analysis is clearly noticeable in
the interpretation stage. Qualitative data, as it is widely open to interpretation, must be
“coded” so as to facilitate the grouping and labeling of data into identifiable themes. As
person-to-person data collection techniques can often result in disputes pertaining to

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proper analysis, qualitative data analysis is often summarized through three basic
principles: notice things, collect things, think about things.

ii. Quantitative Data Interpretation

Write your answer in 70-120 words.

Answer
If quantitative data interpretation could be summed up in one word (and it really can’t)
that word would be “numerical.” There are few certainties when it comes to data analysis,
but you can be sure that if the research you are engaging in has no numbers involved, it is
not quantitative research. Quantitative analysis refers to a set of processes by which
numerical data is analyzed. More often than not, it involves the use of statistical modeling
such as standard deviation, mean and median. Let’s quickly review the most common
statistical terms:
 Mean: a mean represents a numerical average for a set of responses. When dealing with
a data set (or multiple data sets), a mean will represent a central value of a specific set
of numbers. It is the sum of the values divided by the number of values within the data
set. Other terms that can be used to describe the concept are arithmetic mean, average
and mathematical expectation.
 Standard deviation: this is another statistical term commonly appearing in quantitative
analysis. Standard deviation reveals the distribution of the responses around the mean.
It describes the degree of consistency within the responses; together with the mean, it
provides insight into data sets.
 Frequency distribution: this is a measurement gauging the rate of a response
appearance within a data set. When using a survey, for example, frequency distribution
has the capability of determining the number of times a specific ordinal scale response
appears (i.e., agree, strongly agree, disagree, etc.). Frequency distribution is extremely
keen in determining the degree of consensus among data points.

c. What is performance appraisal interview? Explain the different processes for

performance appraisal interviews. Write your answer in 100-150 words.

Answer
A performance appraisal interview is the first stage of the performance appraisal process
and involves the employee and his or her manager sitting face to face to discuss
threadbare all aspects of the employee’s performance and thrash out any differences in
perception or evaluation. Here’s a most-used to different modern performance appraisal
interview methods:

1. Management by Objectives (MBO)

Management by objectives (MBO) is the appraisal method where managers and
employees together identify, plan, organize, and communicate objectives to focus on
during a specific appraisal period.

2. 360-Degree Feedback
360-degree feedback is a multidimensional performance appraisal method that evaluates
an employee using feedback collected from the employee’s circle of influence namely
managers, peers, customers, and direct reports.

3. Assessment Centre Method

The concept of assessment center was introduced way back in 1930 by the German
Army but it has been polished and tailored to fit today’s environment. The assessment
center method enables employees to get a clear picture of how others observe them and
the impact it has on their performance.

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4. Behaviorally Anchored Rating Scale (BARS)

Behaviorally anchored rating scales (BARS) bring out both the qualitative and
quantitative benefits in a performance appraisal process. BARS compares employee
performance with specific behavioral examples that are anchored to numerical ratings.

d. Explain the benefit of using Employee Self-evaluation. Write your answer in 30-
50 words.

Answer

Also known as an employee self-assessment, this is a written document by an employee

that sets out what they think and feel about their work, their abilities, their challenges
and their goals. It often goes hand in hand with a company performance review. Some
benefit of using Employee Self-evaluation are:

 Feel more engaged in the appraisal process.

 Gain greater insights and set future goals for improvement.
 Feel more confident about their abilities.
 Enhance capacity building (learn to make corrections quickly)

e. Explain the purpose of Peer review appraisal.

Answer

Peer review is the evaluation of work by one or more people with similar competencies
as the producers of the work (peers). It functions as a form of self-regulation by
qualified members of a profession within the relevant field. Peer review methods are
used to maintain quality standards, improve performance, and provide credibility.
In academia, scholarly peer review is often used to determine an academic paper's
suitability for publication. Peer review can be categorized by the type of activity and by
the field or profession in which the activity occurs, e.g., medical peer review. It can also
be used as a teaching tool to help students improve writing assignments.

f. How can use Balance Scorecard to evaluate team performance? Write your
answer in 50-70 words.

Answer

The performance measures considered up to this point have relied only on

financial accounting measures as the means to evaluate performance. Over
time, the trend has become to incorporate both quantitative and qualitative
measures and short- and long-term goals when evaluating the performance of
managers as well as the company as a whole. One approach to evaluating both
financial and nonfinancial measures is to use a balanced scorecard.

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g. How can you incorporate the KPIs for your staff members? Write your answer in
30-50 words
Answer

Here's some example of incorporate the KPIs for an individual staff member:
 Organizational Vision: to be known for high customer satisfaction and superior service.
 Organizational Objective: to reduce the number of dissatisfied customers by 25
percent.
 Organizational KPI: the number of customer complaints that remain unresolved at the
end of a week.
 Team Member's Goal: to increase the number of satisfactory complaint resolutions by
15 percent in this period.
 Team Member KPI: the weekly percentage difference in complaints handled that result
in satisfied customers, as against unsatisfied customers.

Q3: Explain the following forms of guidance and support to enhance staff performance:

Advice on training and  Learn more about your employees by

development
communicating with them.
opportunities
 Use on-the-job training to help your employees
develop the skills they’re interested in.
 Match learning experiences to your employees’
needs.
 Provide regular and constructive feedback.
 Evaluate your capacity.

Confirmation of  Set goals effectively.

organisational objectives
 Begin with performance planning.
and key performance
 Create an ongoing process.
requirements
 Improve productivity through better goal
management.
 Document, document, document.
 Prepare and train your managers.
 Perfect the performance review.

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 Link performance with rewards and recognition.

 Encourage full participation and success.
 Lastly, consider the benefits of a cloud-based,
automated performance management system to
save money and optimize the process.

Ensuring adequate  Ensure the organization has a development plan

resources are applied
that feeds from the strategic plan.
 Define the duties and responsibilities for staff and
board members in fundraising.
 Hire and support the chief executive.
 Draft a job description for the chief executive.
 Identify and recruit good board members.

Opportunity to discuss  Lack of resources or support.

work challenges  Misunderstanding of organizational vision.
 Absence of measurable performance goals.
 Inadequate job or skills training.
 Insufficient opportunities for development.
 Few opportunities to collaborate across teams.
 Conflict among team members.

Providing confirmation  To help individuals in their personal development

and corrective feedback  To improve relationships between and among
individuals and groups.
 To improve communication between and among
individuals and groups.
 To help individuals or groups improve their
performance.
 To improve the climate within an organization.
 To increase the effectiveness of an activity or
initiative.

Representing staff  Representing staff the interests of all employees

interests in other forums in the workplace, not only of trade union
members.
 Enhance efficiency in the workplace.
 Consult employees on certain matters.
 Include employees in joint decision making on
other matters.
Support with difficult  Choose the right place and time to have a
interpersonal situations conversation.
 Be polite, professional and respectful.
 Listen carefully and acknowledge how the other
feels.
 Try and understand the conflict from the other’s
point of view.
 Nip it in the bud early!

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Q4: Explain the following potential solutions to staff performance issues:

Additional training  Facilitate Interactive Training

 Release Regular Learning Content
 Identify and Solve with Poor Performance Issues
 Allow Collaborative Learning
 Recognise and Reward Employees
 Bring Technology into Service
 Promote a Positive Work Environment
Adjusting workload

Agreeing on short-term
goals for improvement

Assisting with problems

outside of the workplace

Reorganising work
practices

Q5: Answer the following questions regarding “Performance appraisal practices”:

a. Prepare a list of any seven (7) reasons to carry out performance appraisals in organisations.

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b. Explain the following techniques / methods of performance appraisals:

i. Rating Scales
ii. 360-Degree Feedback
Write your answer in 100-150 words.
c. What is the format for, and inclusions of, the following performance appraisal documents:
i. Performance appraisal form (300-350 words)
360-degree feedback form (70-120 words)


Q6: Choose any hospitality organisation, conduct online research and document the following:
 Procedures for performance appraisal interviews
 Procedures for formal performance management and counselling sessions:
 Formal notification to staff member and management
 Invited participation of appropriate people
 Organisation of appropriate location for counselling session
Grievance procedures

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Assessment Task 2 – Role Play

Overview
 This is an individual assessment.
 This assessment task requires you to assume/ take on the role of manager of Silent Treat Café and
Convention Centre.
 You will be required to adopt an appropriately, effective leadership style, along with appropriate
motivational theories, to achieve organisational goals.
 You will be required to develop and communicate short, medium and long-term plans and objectives
consistent with organisational goals in consultation with the team.
 You need to communicate, delegate, manage and monitor the tasks and roles and responsibilities of
team members.
 You should assume whole class as employees and you as an owner to get feedback.
 You must manage the team performance and provide rewards and recognition for team or individual
achievements.
 You must seek feedback from team and management about the team plans and innovative
approaches.
 You will submit a preparatory work to you before role play.
 Role plays provide students with the opportunity to take part in activities which mirror real life career-
related scenarios.
 To ensure your responses are satisfactory, you should consult a range of learning resources and
other information such as handouts, textbooks, learner resources etc.
 All questions must be answered in order to gain competency for this assessment.
 (Note: Instructor will provide any additional information needed for this Task, tailored to the individual
cohort’s contextualisation needs).
Assessment conditions & context
 This role play is timed.
 The time allowed to develop required resources for presentation is 3 weeks prior to the presentation.
 Electronic devices are allowed during this assessment task.
 You must complete the task independently.
 No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory
or Not Satisfactory.
 As you complete this assessment task, you are predominately demonstrating your practical skills,
techniques and knowledge to your trainer/assessor.
 Your trainer/assessor may ask you relevant questions during this assessment task.

Assessment criteria
For performance to be deemed satisfactory in this assessment task, you must satisfactory complete each part
of the task. If part of this task is not satisfactorily completed, you will be asked to complete further assessment
to demonstrate satisfactory performance.

Resubmissions
You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed each part of the task requirements.

If any part of this task is not satisfactorily addressed your assessor will explain why and provide you written
feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-
assessment attempt/ s will be arranged at a later time and date.

Appeals
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.

Confirming requirements
Assessors will confirm requirements of this task with you prior to commencement. If you are unsure about any
aspect of the requirements, ask your assessor to provide clarification. Consult with the assessor if you have
any learning issues/ needs that may impact your performance when attempting this task.

Required resources
 Computer
 Internet

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 MS Word
 Printer or e-printer
 Learning management system
 Relevant legislation and regulations
 Communications equipment and technology (if required)
 Relevant workplace documentation and resources

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Assessment Task 2 Instruction - Role Play:

Scenario:

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.

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• 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 1: 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.

In this meeting, you need to perform the following tasks:

RP 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

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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.
RP 2: 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
2. Lisa – Front counter server
3. Travis – Front counter server
4. Meg – Chef
5. David – Sous chef
6. Sasha – Sandwich hand
7. Kat – Front counter server
8. 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

RP 3: 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

You need to observe the contribution of each team member in developing innovative approaches and reward
your team members for their efforts and contribution.

RP 4: 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.
RP 5: You need to seek feedback from your team members in professional manners. 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.

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Performance Checklist: Trainer/ Assessor to complete:

Student Name

Observer Name

Unit of Competency SITXHRM006 – Monitor Staff performance

Name of Workplace

Date of Observation

Procedure Role play

During the role play did the student do the following:

a) Performed in appropriate and professional Yes No

body language, gestures and tone.
b) Used effective Communication to foster open Yes No
and supportive communication within the
team and shared information. from wider
business environment.
c) Discussed the organisation plans and goals Yes No
with team members in order to develop team
plans.
d) Act as positive role model supporting Yes No
organisational goals and interacted team
members in professional manner.
e) Effectively developed and communicated Yes No
short, medium and long-term plans,
expectations, roles and responsibilities with
team members.
f) Communicated Roles and responsibilities with Yes No
team members and delegated tasks
accordingly.
g) Evaluated team member skills and provide Yes No
opportunities for individual development by
proper monitoring performance and adequate
guidance, mentoring and coaching.
h) Effectively overcome communication barriers Yes No
in providing effective support and motivation
to a team.
i) Motivated individual and team to perform Yes No
effectively to achieve the performance and
goals.
j) Asked about feedback from team members. Yes No
k) Effectively provided recognition and rewards Yes No
for team achievements.
l) Effectively applied appropriate leadership style Yes No
and motivational theories to achieve
organisational objectives

The student’s performance was: Not yet competent Competent

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Feedback to student:

Student signature

Observer signature

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Assessment Task 3 – Project

Overview

 This is an individual assessment.

 To ensure your responses are satisfactory you should consult a range of learning resources and other
information such as handouts, textbooks, learner resources etc.
 Further instructions to be included based on the task.
 You must complete a set of activities to monitor staff performance and resolve problem issues.
 You must carefully analyse the information provided in the scenario before initiating the activities.
 For activity 1:
o Time limit to complete activity 1 is 5-10 minutes.
o Trainer/assessor will play the role of supervisor.
 For activity 3:
o Time limit to complete activities 3 is 25-30 minutes.
o The role of Kat will be played by trainer/assessor.
o The roles of Lisa and Travis will be allocated to other staff members.
 For activity 4:
o Time limit to complete activities 4 is 10-15 minutes.
o The role of Kat will be played by trainer/assessor.
 The roles of Lisa will be allocated to other staff members.
 The student must be concise, to the point and write answers according to the given word limit to each
question and not provide irrelevant information.
 You must write your responses in your own words.
You will be required to complete all parts of this assessment task.

Assessment conditions & context

 This project is untimed and conducted as an open book test (this means student can refer to textbooks or
other learner materials during the test).
 Student must complete the project activities using the provided template.
 Student may handwrite/use computers to answer the questions.
 Electronic devices are allowed during this assessment task.
 Student must complete the task independently.
 No marks or grades are allocated for this assessment task. The outcome of the task will be Competent or
Not yet competent.
 Trainer /Assessor must assess student’s practical skills, technique and knowledge as he/she complete
this assessment task.
 The trainer/assessor may ask student relevant questions on this assessment task to ensure that this is
their own work.

Assessment criteria
For performance to be deemed satisfactory in this assessment task, you must satisfactory complete each part
of the task. If part of this task is not satisfactorily completed, you will be asked to complete further assessment
to demonstrate satisfactory performance.

Resubmissions
You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed each part of the task requirements.

If any part of this task is not satisfactorily addressed your assessor will explain why and provide you written
feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-
assessment attempt/ s will be arranged at a later time and date.

Appeals
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.

Confirming requirements

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Assessors will confirm requirements of this task with you prior to commencement. If you are unsure about any
aspect of the requirements, ask your assessor to provide clarification. Consult with the assessor if you have
any learning issues/ needs that may impact your performance when attempting this task.

Required resources
 Computer
 Internet
 MS Word
 Printer or e-printer
 Learning management system
 Relevant legislation and regulations
 Communications equipment and technology (if required)
 Relevant workplace documentation and resources

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Project task 3: Monitor staff performance and resolve problem issues:

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 Meets
Expectations 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 Meets
Expectations Expectations

Quality of Work ……………………………….…………………. ✘

Can work independent.……………………………. ✘

Willingness to learn/potential ✘

……………………………………………………….………………….

Comments:

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Customer Service Standards

Below Meets
Expectations 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 Meets
Expectations Expectations

Attention to detail ……………………………………… ✘

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

Job complete.……………… ✘

Comments:

Personal presentation

Below Meets
Expectations 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

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staff, customers or visitors.

Comments:

Response times

Below Meets
Expectations 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)

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(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)


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Performance appraisal outcomes: Lisa – Front counter server

PERFORMANCE APPRAISAL

Staff name: Lisa

Team interaction

Below Meets
Expectations 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 Meets
Expectations Expectations

Quality of Work ……………………………….…………………. ✘

Can work independent.……………………………. ✘

Willingness to learn/potential ✘

……………………………………………………….………………….

Comments:
Customer Service Standards

Below Meets
Expectations 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 ✘

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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 Meets
Expectations Expectations

Attention to detail ……………………………………… ✘

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

Job complete.……………… ✘

Comments:

Personal presentation

Below Meets
Expectations 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 Meets
Expectations Expectations

Prompt response to requests ✘

Follow the standard operating procedures related to ✘

response time

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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)

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Performance appraisal outcomes: Travis – Front counter server

PERFORMANCE APPRAISAL

Staff name: Travis

Team interaction

Below Meets
Expectations 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 Meets
Expectations Expectations

Quality of Work ……………………………….…………………. ✘

Can work independent.……………………………. ✘

Willingness to learn/potential ✘

……………………………………………………….………………….

Comments:
Customer Service Standards

Below Meets
Expectations 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

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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 Meets
Expectations Expectations

Attention to detail ……………………………………… ✘

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

Job complete.……………… ✘

Comments:

Personal presentation

Below Meets
Expectations 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 Meets
Expectations Expectations

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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)

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Performance appraisal outcomes: Kat – Front counter server

PERFORMANCE APPRAISAL

Staff name: Kat

Team interaction

Below Meets
Expectations 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 Meets
Expectations Expectations

Quality of Work ……………………………….…………………. ✘

Can work independent.……………………………. ✘

Willingness to learn/potential ✘

……………………………………………………….………………….

Comments:
Customer Service Standards

Below Meets
Expectations 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

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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 Meets
Expectations Expectations

Attention to detail ……………………………………… ✘

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

Job complete.……………… ✘

Comments:

Personal presentation

Below Meets
Expectations 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 Meets
Expectations Expectations

Prompt response to requests ✘

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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.

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(Employee) (Date)

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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.

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Activity 2: Prepare coaching plan

Considering the outcomes of performance appraisals, you are required to prepare 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.

o 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 SMART Target Tasks/Strategies KPI’s Date Description of my

Focus to Reviewed Progress towards
achieve target achieving this Goal
0% 50% 100%

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Coaching plan: Travis – Front counter server

Specific Area for Development:

Skill Area or SMART Target Tasks/Strategies KPI’s Date Description of my

Focus to Reviewed Progress towards
achieve target achieving this
Goal
0% 50%
100%

Coaching plan: Kat – Front counter server

Specific Area for Development:

Skill Area or SMART Target Tasks/Strategies KPI’s Date Description of my

Focus to Reviewed Progress towards
achieve target achieving this
Goal
0% 50%
100%

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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.

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.

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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 SMART Target Tasks/Strategies to KPI’s Date Description of my

Focus achieve target Reviewed Progress towards
achieving this Goal
0% 50% 100%

Gets offended by To take negative Pause for a minute  Number of 25/7 70%
negative feedback in a and think if there’s complaints
feedback positive manner anything you can  Behaviour
and try to improve learn from what assessment
on skills that you they’re saying.
lack.

Coaching plan: Travis – Front counter server

Specific Area for Development:

Skill Area or SMART Target Tasks/Strategies to KPI’s Date Description of my

Focus achieve target Reviewed Progress towards
achieving this Goal
0% 50% 100%

Hardly To build good Team building Feedback from 25/7 100%

communicates relationships with sessions subordinates
with the the Participating in extra Monitoring
subordinates that colleagues/subordin curriculum activities sessions
affects team ates.
environment.

Coaching plan: Kat – Front counter server

Specific Area for Development:

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 Joan Lawman College

Skill Area or SMART Target Tasks/Strategies to KPI’s Date Description of my

Focus achieve target Reviewed Progress towards
achieving this Goal
0% 50% 100%

Do not listen to Pay attention to the Concentrate. Focus Supervisors 50%

suggestions words being spoken your attention on the feedback.
carefully and has and follow the supervisor. Don’t be
not made any instructions distracted by noise Monitoring
improvements in provided. and movement. sessions.
last three months. Pay attention to the
words being spoken.
Ask questions.
Don’t leave your work
partially completed.

Task:

Considering the outcomes of the coaching sessions, you are then required to conduct and implement
performance management systems. To do so you need to:

 Conduct one-on-one formal sessions with the customer service staff members.
 Conduct individual performance evaluations openly and fairly.
 Gain agreement on the next course of actions to make improvements and KPI’s that will be used to
track progress.
 Complete the “performance management system” templates provided below.

Performance management system: Lisa – Front counter server

Specific Area for Development:

Skill Area or SMART Target Tasks/Strategies to KPI’s Date Description of my

Focus achieve target Reviewed Progress towards
achieving this Goal
0% 50% 100%

Gets offended by To take negative Pause for a minute

negative feedback in a and think if there’s
feedback positive manner anything you can
and try to improve learn from what
on skills that you they’re saying.
lack.

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 Joan Lawman College

Performance management system: Kat – Front counter server

Specific Area for Development:

Skill Area or SMART Target Tasks/Strategies to KPI’s Date Description of my

Focus achieve target Reviewed Progress towards
achieving this Goal
0% 50% 100%

Do not listen to Pay attention to Concentrate. Focus

suggestions the words being your attention on
carefully and spoken and follow the supervisor.
has not made the instructions Don’t be distracted
any provided. by noise and
improvements movement.
in last three Pay attention to the
months. words being
spoken.
Ask questions.
Don’t leave your
work partially

End of task

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