Reference no: EM132816837

SITXHRM006 Monitor staff performance - Acumen Education

Assessment 1 - Written Questions

Question 1. Describe the role and importance of performance monitoring in an organisation in about 80-100 words.

Question 2. Give three reasons why it is important to provide staff with feedback on their performance.

Question 3. Give three reasons each why coaching staff on the job is beneficial for employees as well as the organisation.

Question 4. Briefly describe four (4) methods of collecting performance data.

Question 5. Briefly describe the method of interpreting employee performance data.

Question 6. Explain the processes you will follow in implementing a formal performance management system in the workplace.

Question 7. Briefly describe the following types of assessment: (20-40 words each)

Question 8. Define productivity and explain why measuring productivity is important for a business. (50-70 words)

Question 9. List any four examples of productivity indicators for a restaurant.

Question 10. Describe six ways in which guidance and support can be provided to enhance staff performance.

Question 11. Describe four potential solutions to staff performance issues.

Question 12. Briefly state any six reasons why performance appraisals are undertaken in organisations.

Question 13. What key elements would you include in a performance evaluation form and how would you rate each element?

Question 14. What are the four major components of the performance management process?

Question 15. Discuss the following methods of performance assessment. In your response, mention
at least one advantage and one disadvantage of each method. The first one has been done for you as an example.

Question 16. Briefly describe the process for organising and conducting counselling sessions for staff. Your response should be in no more than 200 words.

Question 17. Describe what a grievance procedure is and outline the steps involved. (80-100 words)

Assessment 2 - Project

Scenario - Pesto's Restaurant

Task 1

You have been appointed as the Restaurant Manager and have been given the task of managing the performance of all staff. You are required to prepare the following:
A. Draft job descriptions for 2 roles - Chef and Wait Staff For each role, you must include:
• 3 KRAS
• at least 1 KPI related to each KRA

Use the template provided in Appendix A to draft the job descriptions.

How to select KRAs and KPIs:

• For each job role, select 3 KRAs from the following list:
o adherence to procedures
o cost minimisation
o customer service standards
o level of accuracy in work
o personal presentation
o productivity
o punctuality
o response times
o team interaction
o waste minimisation

• You must not repeat KRAs across job roles - i.e. each job must have their own KRAs from the list above.
• Altogether, you must use 6 KRAs from the list above in preparing your job descriptions (3 KRAs for each of the roles).
• You must ensure that KRAs you select are relevant for each position.
• Each KRA must be accompanied by at least 1 Key Performance Indicator that will be used to measure whether the KRA has been demonstrated or not.

B. Develop the framework of a staff performance management system, which includes the following components:

• Process for performance appraisal, including:
o Method of collecting data (type of assessment, e.g. peer, team, self, etc., and instrument, e.g. form, checklist, etc.)
o timing/ frequency
o Method of interpreting/ analysing performance data

• Two ways for recognising and rewarding excellence in performance

• Process of addressing performance issues, including:
o Individual Performance Planning related to position description (including employee goal setting / objectives setting)
o Ongoing Performance Communication
o Procedure for informal and formal counselling
o Consequences of continued poor performance and procedure for warning staff about this

• Documentation and record keeping requirements (what performance management documents you will maintain and where you will file them)

• Where this performance management system and appraisal schedule will be stored, and how they will be communicated to staff

You must prepare this framework as a policy document, with each of these components as a sub-heading followed by a description, timelines, responsibilities or examples, as applicable.

Your document should be no longer than 500 words in length.

Task 2: Role Play - Consult restaurant owner about performance management system

Conduct a meeting with Chef Mario, the owner of the restaurant (to be played by your assessor) to discuss and agree on the framework of the performance management system you have developed.

This is a role play.

You must bring with you a copy of:
• the job descriptions
• the performance management system

During this task, you must:
• consult with the owner about the three job descriptions you have developed and expected standards of performance for each, and gain the restaurant owner's approval for your job descriptions
• discuss all aspects of the performance management system you have developed (including KRAs and KPIs)
• gain the restaurant owner's approval to implement your performance management systems

Assessment 3 - Project

Task 1: Monitor staff performance

Monitor the effectiveness of the two staff members for whom you have developed performance standards, in their areas of work (chef, and wait staff).

You must assume that these are new staff who have been hired recently, and this is their first performance review.

You must monitor staff performance in any one aspect (one KRA and related KPI) of their job role.

This is a role play. You will have 20 minutes to monitor the performance each staff.
Your assessor will organise for two volunteers to play the parts of the staff being monitored. Prior to undertaking this task:
• Provide copies of the job descriptions you have developed to the volunteers who are playing your staff.
• Inform the volunteers of which task or aspect of job performance you will be monitoring, and the actions you would like them to perform.
• Prepare a Staff Appraisal Form for each of the two staff you are monitoring, using the template in Appendix B. You must reflect the KRA and related KPI you have selected to monitor, in the form. This form is for use during the task.

During the task, for each staff member, you must:
• Inform the staff that you will be evaluating their performance, familiarise the staff with their Staff Appraisal Form, and brief them on the performance evaluation process
• Monitor their performance in the Acumen restaurant to ensure it is line with the performance standards you have identified for their job
• Provide on-the-job guidance or support to staff when you see any aspect of performance that can be improved with immediate feedback
• Evaluate and record staff performance using the Staff Appraisal Form - complete sections 1 and 2 of the form.

Your assessor will observe and assess your performance using the Role Play Observation Checklist for this task.

Task 2 - Discuss performance appraisal with staff

Following on from the monitoring sessions, you must conduct a Performance Appraisal with the two colleagues you monitored.

You must explain the staff appraisal process to each colleague before the session. You must bring a copy of the Staff Appraisal Form
During the session, with each colleague (chef and wait staff), you must:
• Discuss your observations of their performance when you monitored them (Task 1)
• Discuss your evaluation of their performance against the selected standard of performance, as noted in the Staff Appraisal Form
• Where relevant, provide recognition of good performance
• Discuss the other feedback you have received from team members about their performance, and seek their inputs on reason for their poor performance (e.g. "Why do you think this is happening?")
• Counsel them about ways in which they can improve performance
• Suggest training or coaching solutions to improve performance, including:
o At least one areas of training/ coaching each
o Expected outcomes of training/ coaching
o Timeline for training/ coaching (when, how long for, etc.)
• Seek staff's input and agreement on the training/ coaching solutions you have suggested

You must make notes of the following in the Staff Appraisal Form you have prepared:
• Further areas for improvement identified - complete section 2
• Reasons for poor performance based on staff input - Section 3
• Training and coaching solutions you have discussed - Section 4

You must get the staff member's agreement (signature) on the Staff Appraisal Form agreeing to the training/ coaching solutions agreed upon.

This is a role play. Your assessor will organise two volunteers to play the parts of the chef and wait staff in this role play.

Task 3 - Prepare a coaching session plan for each colleague

Based on your discussions with your colleagues in Task 2, prepare two coaching session plans, one for each colleague.
Use the template in Appendix C to create your plans. In your plans, you must identify:
• Area of coaching and structure of session
• Expected outcomes of coaching
• Review mechanisms

Task 4 - Conduct a coaching session for wait staff

Deliver a coaching session to the wait staff.

You will have 15 minutes to deliver the coaching session.
You must follow your coaching plan for this session that you have prepared in Task 4. During the coaching session you must:
• explain purpose of the session to the trainee
• demonstrate the skills and deliver the knowledge required by the trainee
• check trainee's understanding and clarify/ repeat instructions as required
• provide the trainee to practice the skill and assess their demonstration
• provide constructive and supportive feedback to the trainee

You will be assessed on your ability to:
• demonstrate and explain skills and knowledge clearly
• use verbal and non-verbal communication skills effectively to ensure your trainee has gained the knowledge and skills they are being coached in
• complete your coaching session within the specified time frame

Your assessor will organise a volunteer to play the role of the trainee being coached.

Task 5 - Conduct a formal counselling session

It has been four weeks since your performance appraisal and coaching session for wait staff. You have received feedback from colleagues that the staff member continues to occasionally create unpleasant situations with colleagues.

They are not yet working effectively with their colleagues. Conduct a formal counselling session with this staff member.
Before the session, you must explain the purpose of the session and how it fits within the performance management process - i.e. why this session is happening.

In the session, you must:
• Collaboratively identify at least 1 barrier to effective participation in the workplace and training/ coaching
• Explain the consequences of continued performance issues, based on the performance management system
• Discuss and agree on the actions required from the staff member, in order to continue participation in the job role (e.g. assess the commitment of staff member to improving performance, identify desire to participate in further training/ coaching, etc.)

This is a role play. Your assessor will organise a volunteer to play the role of the wait staff.

Task 6 - Provide recognition of excellence

The pastry chef, Vanessa Lee, has been awarded 1st prize in Buffet Centre Piece in Salon Culinaire National Competition. This is her third competition award in the last two years.

Draft an email to the whole team, announcing the chef's achievement and providing recognition of the chef's achievements.

You will be assessed on your ability to:
• Provide recognition of specific achievements
• Provide recognition of continuing excellence
• Using positive language to motivate the chef to continue excellence in performance

Attachment:- Monitor staff performance.rar