Reference no: EM132514739

BSBMGT502 Manage People Performance - Australian Centre of Further Education

Assessment Part 1 Questions

Problem 1: Explain why consultation is needed when allocating work and resources. (List the five(5) areas the consultation can help identify)
Problem 2: Describe three (3) strategies to ensure that work plans meet an organisation's operational or business plan.
Problem 3: Describe two (2) methods that can be used to gain efficiency, cost-effectiveness and outcome focus from staff members when allocating work.
Problem 4: Describe two (2) ways to confirm qualitative and quantitative performance standards with team members, making reference to codes of conduct, policies or work outputs relevant to the team member's role.
Problem 5: Explain three (3) benefits of negotiating and agreeing on key performance indicators with team members prior to the commencement of work.
Problem 6: Explain the three (3) risk analysis process in relation to staffing and work allocation issues according to organisational and legal requirements
Problem 7: Describe two (2) ways to ensure that performance management and review processes remain consistent with organisational objectives and policies.
Problem 8: List three (3) types of training and three (3) pieces of content of training that could be used to train staff and train managers or supervisors in performance management and review processes. Complete the following table. One example has been given to assist you to complete the task.
Problem 9a: List three (3) methods of conducting performance management.
Problem 9b: Why is it necessary to train staff (supervisors and managers, Non-supervisory staff) in the performance management and review process? Answers should be no fewer than 25 words
Problem 10: List all the five (5) steps of the continuous improvement cycle for performance monitor and evaluation
Problem 11: What are the four (4) informal feedback methods managers can use to provide feedback to staff on a regular basis?
Problem 12: Briefly explain why the following people in an organisation should be informed about a team member's poor performance. (give one reason for each)
Problem 13: Explain on-the-job coaching and its value for performance management maintaining excellence. Answers must include the three areas: when coaching is used by managers, in what circumstances coaching is most effective and the benefits of coaching)
Problem 14: What records would be typically required to be kept under the performance management system? List four (4) types of records.
Problem 15: Briefly explain two (2) situations when a manager should conduct a formal structured feedback session. Give examples.
Problem 16: List the seven (7) steps in preparing and developing a performance improvement and development plan for employees.
Problem 17: Explain when a manager should seek HR specialist assistance. (Answer must be no fewer than 25 words)
Problem 18: Describe two (2) recognition strategies in which recognition and continuous feedback can be used to reinforce excellence in performance.
Problem 19: Explain the importance of monitoring and coaching individuals with poor performance. Answers must be no fewer than 50 words.
Problem 20: What types of managerial support services could be provided as part of the performance management process? List three (3) common support services.
Problem 21a: When counselling individuals who continue to perform below expectations, it is important to prepare for it. What are the five (5) areas that you may think about before conducting the counselling?
Problem 21b: Outline the features of the disciplinary process. Answer must be no fewer than 25 words
Problem 22: What actions should be taken to avoid legal issues when terminating a staff for serious misconduct and ongoing poor performance? Answer must be no fewer than 50 words
Problem 23: Outline three (3) of the relevant legislative and regulatory requirements when managing staff performance
Problem 24: Outline the framework of the industrial awards and certified agreements that apply to the workplace relations system in Australia.No fewer than 30 words
Problem 25: Explain performance management systems utilised within the organisation. Answer must be no fewer than 50 words
Problem 26a: Give five (5) examples of unlawful termination reasons.
Problem 26b: Explain due process in the context of termination of employment. List four (4) entitlements an employee is entitled to when employment is terminated.
Problem 27: Describe staff development options that are relevant to the performance improvement process. Answer must be no fewer than 25 words

Assessment Part 2 - Project (Scenario)

Task overview You are required to complete a scenario based project and prepare a set of documents accordingly.

This is an open book assessment. You will do this task in the classroom or as homework. There is no time limit in completing this assessment.

Project Scenario
You are recently appointed as Team Leader of the Customer Support Department for ABC Company and have had little chance to get to know your team.
However, you have been informed by Human Resources Department that formal performance reviews are now due for any new employees who have completed three months of employment and for all other staff as part of the normal scheduled 6-month review process.

Prepare a portfolio by answering all the questions and meeting all the requirements included in the following four areas:

1. (P1) Prepare a set of questions on issues relating to Sharon's position, where you will need guidance or clarification from the Human Resources Department.
2. (P2) Preparea performance review and development plan for Sharon using the Performance and development plan template (Attachment 1). You are only required to complete the form up to and including the section titled ‘Performance issue/s being addressed'.
• Note: to complete this part, please refer to the above Sharon profile and Position description administrative support (Attachment 2)
3. (P3) Review the following duties Sharon performs against Position description administrative support (Attachment 2) and prepare thework plan so that it continues to align with the requirements of the position.
Here is a list of the typical duties that Sharon performs:
• Check the stationery stock levels and order any necessary office supplies.
• Prepare the agenda for the upcoming customer support department meeting on 18 July and email the eight people who are to attend. Book the meeting room via the calendar using the email software.
• Cover for Denise in the main reception on Monday 25 July between 2 pm and 5 pm so she can attend training. This involves recording customer feedback and directing calls to the appropriate people.
• Book flights and arrange accommodation for Nick, who is attending a sales conference in Cairns Wednesday 27 July until Friday 29 July.
• Create a list of all lapsed clients in Cairns and their contact details so Nick can contact them during his trip.
• Prepare a draft survey to give to new clients. Nick will also need this for his trip.
• Attend the Board meeting on Thursday 28 July at 3 pm and take the meeting minutes. The draft minutes need to be emailed to all attendees by COB the following day.
• Prepare a draft letter of invitation to 12 competition winners. This involves designing and formatting the invitation. The letters need to be sent by Friday 29 July.
• Sarah Voss, the Customer Service Manager, requires a minute-taker for a senior management meeting being held on Tuesday 26 July at 1.30 pm.
4. (P4) There have been some concerns raised by senior management about Sharon taking minutes at board and senior management meetings. There is a considerable amount of commercial-in-confidence, financial and personal information discussed in these meetings, and any leaks of information could have serious consequences for the organisation. Access the Risk Management Procedures (Attachment 4) and Risk Management Plan Template (Attachment 5) and conduct a risk assessment of this, then develop a risk management plan to reduce this risk. Ensure that staff filling the minute-taking role are not subject to anyunnecessary allegations of impropriety. Ensure that you consider the risks factors from a legal, personal and human resources perspective.
5. (P5) Design a simple performance management and review process to be used in your department. Your design should consider factors such as the following:
• Key characteristics of the organisation and its culture
• How performance management is currently working
• Key stakeholders' input into the design process
• Training arrangement in the performance management and review process
Access the Company Business Plan (Attachment 6) for the background information on the organisation.
6. (P6) Complete the next section titled ‘Performance expectations and assessment' included in Attachment 1-Performance and Development Plan template for Sharon. This is to be used as an action plan for monitoring and coaching Sharon on the job to improve her performance in the lower rating area. You may need to access the Attachment 7-Code of Conduct Policy to assist you in completing this section.
7. (P7) List some guidelines (refer to Attachment 8 -Information Management Procedures) that could be included in the procedures for storage and security of the records/documents that have been referenced and/or used in task 6 and should be kept as part of the performance management process.
8. (P8) Prepare a performance development plan for Angela using Attachment 1-Performance and Development Plan template, including clear SMART performance objectives, a coaching schedule and the method for ongoing performance monitoring.
9. (P9) Three months from the implementation of the performance development plan, Angela's results show no improvement and she seems to show no commitment to change and improvement. Prepare a memorandum to the Human Resources Manager asking for guidance in dealing with this situation and further action that could be taken.
10. (P10) Write a formal letter to Angela explaining the disciplinary process and the counselling options available.
11. (P11) Refer to guidelines on termination provided by the Fair Work Ombudsman at: www.fairwork.gov.au/about-us/policies-and-guides/fact-sheets/minimum-workplace-entitlements/ending-employment. Using these guidelines, prepare a termination letter for Angela that explains the documented reasons for dismissal and the steps of the due process.

Assessment Part 3- Simulated Observation

Task overview Role Play (Observation). You will be completing this role play relating the Assessment Part 2 Project Scenario in a simulated office environment at ACFE Campus.

O1
Role Play 1 (Team Leader of the Customer Support Department and HR Manager)
Student: Team Leader
Assessor: HR Manager

Student reads the profile of Sharon Jenkins (refer to Assessment Part 2 scenario) and then consults with the HR Manager regarding the job position of administrative assistant to identify work requirements, performance standards and agreed performance indicators.

The HR Manager may ask the student questions to check whether they understand the information provided by give appropriate response.

Student must cover all the three areas of "work requirements, performance standards and agreed performance indicators", as well as demonstrating the ability to:
- use language and structure appropriate to the context of consultation with HR manager
- use appropriate conventions and protocols when communicating with HR Manager
- collaborate with the HR manager to achieve the outcome
- confirm and clarify understanding through questioning and active listening
O2 Role Play 2 (Team Leader of the Customer Support Department and Sharon)
Student/You: Team Leader
Assessor: Sharon

Scenario:
Sharon, working as an administrative support in your team. She also provides relieving role to another team - executive administrative support team. You heard from the team leader of the executive administrative support team that when Sharon is relieving at the reception desk in the last couple of weeks, she is usually not up to date with the latest instructions for visitors and clients. As a routine in your team, informal feedback to staff is provided on regular basis to improve team member's work. You invite Sharon for a coffee and decide to talk with her regarding the feedback during the coffee.

Student provides constructive feedback to Sharon regarding her work performance in an informal occasion.

Student is required to follow the following steps while providing feedback:
- Create the right climate for a free conversation and put her at ease
- Explain precisely what you hear about the feedback from Executive administrative team
- Elicit Sharon to explain why
- Explain the importance of being up to date with the latest instructions for visitors and clients
- Discuss with Sharon how to improve the performance in this area
- Provide advice or support when necessary

Student must cover all the above steps during the conversation with Sharon, as well demonstrating the ability to:
- use appropriate language to convey the feedback to Sharon without discouraging and intimidating Sharon
- confirm and clarify understanding through questioning and active listening
- use appropriate conventions and protocols when communicating with a team member
- collaborate with Sharon to achieve joint outcomes, influencing directing and taking leadership role on occasion
O3 Role Play 3 (Team Leader of the Customer Support Department and Nick)
Student/You: Team Leader
Assessor: Nick

Scenario:
Nick has been working as an Accounts Administrator in your team for more than 15 years. He meets all expectations of the job. As the longest serving team member, his expertise is often sought by others. Despite this, he is reluctant to deal with change. A new accounting software has been used to enhance efficiency and reduce error and all Accounts administrators have been trained. However, Nick's efficiency has decreased in the last six months with more errors, compared to his performance before using the new software. You would like to recognise his good performance and contribution in his position, as well as giving feedback on his week point and poor performance.

Student is required to give quality feedback by following the steps:
- Remove emotion before providing feedback
- Begin with positive feedback regarding areas of performance that have met the standards or shown improvement
- State the areas of performance that have not met the agreed standards
- Ask if there any reasons for the lower performance and listen actively
- Ask for suggested methods of meeting the standards in the future
- Negotiate approaches for improvements over the coming period
- Agree and set the new standards
- End with a positive comment

Student must cover all the above steps during the conversation with Sharon, as well demonstrating the ability to:
- give appropriate reasons of the necessity to use the new software (reasonable assumption allowed)
- come up with appropriate approaches for improvements
- use language appropriate to the context and audience
- use listening and questioning to extract main ideas from oral text to confirm and clarify understanding of the information provided
- collaborating with Nick to achieve joint outcomes, influencing directing and taking leadership role on occasion

Attachment:- Manage People Performance.rar