Objective: To provide you with an opportunity to show you have the required skills for this unit.
Answer the activity in as much detail as possible, considering your organisational requirements.
Objective: To provide you with an opportunity to show you have the required skills for this unit.
o Use active listening and open questioning techniques to confirm understanding.
o Calculate adequate time required for coaching and for the colleague to complete required tasks.
o Complete own work tasks within designated timeframes and simultaneously coach others in their job skills
Answer the following questions in as much detail as possible, considering your organisational requirements.
In a workplace situation, carry out (or simulate carrying out) the following skills:
Section B
Section B1: Knowledge Activity (Q & A)
Objective: To provide you with an opportunity to show you have the required knowledge for this unit.
The answers to the following questions will enable you to demonstrate your knowledge of:
- Roles of and functions performed by supervisors and managers
- Expectations, roles and responsibilities of team members
- Considerations in the individual development of staff
- Features of different leadership styles
- Features of open and supportive communication
- Characteristics of effective leadership
- Principles of teamwork and:
o characteristics of effective teams
o roles and attributes of team members o organisation of teams
o potential team problems
o benefits of effective teamwork
- Role and theories of motivation as they apply to the management of individuals and teams
- The role of group dynamics in successful team management
- Forms of recognition and reward applicable to leading staff
- Types of organisational plans and planning processes
Answer each question in as much detail as possible, considering your organisational requirements for each one.
- Describe a minimum of three roles and functions performed by supervisors and managers.
- Highlight two expectations, roles and responsibilities of team members in the workplace.
- What aspects do you need to consider about employees in regard to each of the following?
- Change in job responsibilities
- External training and professional development
- Formal promotion
- Internal training and professional development
- Opportunity for greater autonomy or responsibility
- Explain the use of at least two different styles of leadership.
- What are the key features of open and supportive communication and why should it be encouraged?
- Describe the meaning of being a leader in comparison to a manager and highlight the characteristics of an effective leader.
- Explain the importance of teamwork within your organisation including examples of tasks that require teamwork, the roles of people within these teams, how teams are organised, and any issues that arise in teams.
- Briefly describe the humanistic theory of motivation. How can Maslow’s hierarchy of needs theory be applied to the motivation of employees?
- What are the characteristics of a group with a positive dynamic and why is this important for successful team management? Compare this to a group with a negative dynamic.
- What methods could you use to recognise and reward leading staff members?
- Describe the use of short-term, medium-term and long-term plans and objectives within your business.
Section B2: Knowledge activity (Q & A)
Objective: To provide you with an opportunity to show you have the required knowledge for this unit.
The answers to the following questions will enable you to demonstrate your knowledge of:
- Communication techniques suitable to a workplace training context
- Objectives and scope of the coaching
- Factors which impact need for coaching: o Direction from colleagues
- o Own observation and workplace experience
- o Request for coaching from colleagues to be coached
- Key principles of training: o Explanation
- o Listening to trainee explanation
- o Observing and evaluating trainee demonstrationo Providing feedback
- Legislative work health and safety and hygiene requirements
- Possible causes of performance problems or difficulties: o Breakdown in communication
- o Inappropriate circumstances for coachingo Insufficient opportunity to practice
- o Language or cultural barrierso Shyness or lack of confidence.
Answer each question in as much detail as possible, considering your organisational requirements for each one.
- What communication techniques can you use in a workplace coaching context?
- How can you determine the objectives and scope of a coaching session?
- What factors impact the need for coaching?
- Describe how you would apply the key principles of training to your own workplace coaching context
- Describe how legislative work health and safety and hygiene requirements impact your workplace coaching
- Describe how you can identify causes of performance problems or difficulties
Section C: Performance activity
Section C1:
Objective: To provide you with an opportunity to demonstrate the required performance elements for this unit.
This activity will enable you to demonstrate the following performance evidence:
- Monitor individual or team performance demonstrating at least four of the following leadership and management roles:
- o decision making
- o delegation of taskso information provision o provision of feedback
- o motivation through recognition and rewardso planning and organising
- Seek and respond to feedback from team members during the above service periods, in line with organisational goals and policies in the following areas: o allocation or performance of work
- o effectiveness of communication within team, between other teams or withinorganisation
- o efficiency or deficiency in workplace practices
Answer the activity in as much detail as possible, considering your organisational requirements. Refer to the case study “Kings Resort Policy document” to complete this section.
Through this assessment, the assessor will be assessing your skills and knowledge required to lead and manage people including in teams and support and encourage their commitment to the organisation. Your role throughout this assessment will be the HR Manager at the hotel. You will also be working with two employees (your class mate will act as the employees) who are identified as the candidates to take up supervisory roles as part of the organisation’s goal to retain high quality experienced staff.
The employees you have chosen are assumed to have been working in the front office as the Senior Front Office Employees and are expected to be promoted as the Front Office Supervisors. In this part of the project, the supervisor was assumed to have taken the new role and you are monitoring his/her performance regularly. You are required to monitor the employee and respond to the scenarios identified in each task. Use the Case Study information to complete the below tasks.
- Notes employee’s performance
You observed both employees performing very well in some areas for example working long hours to complete the tasks and meeting deadlines etc.
Feedback received that the supervisors are bit confused at times and due to the lack of knowledge and are not supporting the staff fully
Some customers have also complained that sometimes they have to wait at the Reception for more than 20 minutes to speak to the supervisor
You had a meeting to consult with the team to model and encourage open communication, seek and share information on innovative work practices and obtain feedback on changes to implemented to improve the performance.
Some of the innovative ways you and your team came up with are:
- Having a mirror in the staff room with photos of the team in full uniform around it
- Going down to the front during peak periods thus ensuring the wait time for guests
- Having a weekly quiz on the policies and information to instil the required knowledge to perform well
- Voice training for Front Desk employees as conveys confidence, competence, enthusiasm and knowledge
One supervisor was very happy with the all of the above ideas but another supervisor said that she is not happy with the idea of mirror and weekly quizzes as these changes may be embarrassing for her. She thought that these changes may create a barrier for her to perform her job properly. You will need to rectify her way of thinking and support her to overcome these challenges.
- Coach (role-play) the supervisors on the identified performance issues and develop team commitment and cooperation with the new innovative ways
- Delegate the new tasks in a way that does not create a barrier
- Seek feedback from team members on the proposed changes and any skills development they need
- It has been 3 months after you completed a review on the supervisors and you made the following observations
The supervisors are attending to all customer issues and concerns and brining quick resolution and this has resulted high level of customer satisfaction in a recent survey. They have successfully implemented all the innovative changes and this has resulted in a very happy team environment at the front office. The senior management is hoping to implement some of the innovative ideas in other departments as these ideas have really improved the team cultures. Senior management also decided that they will reward both supervisors with a family holiday package to New Zealand as way to recognise their efforts in the front office.
- Provide feedback to both supervisors to reinforce excellence in customer service and recognition for team achievements.
Your assessor will observe that you will:
- Perform as a role model for others
- Support team members effectively
- Treat team with integrity, respect and empathy
- Identify and reward individual team efforts through verbal praise
- Motivate individuals and teams to achieve high performance
- Encourage open communication within team
- Provide recognition and rewards
Section C2
Objective: To provide you with an opportunity to demonstrate the required performance elements for this unit.
This activity will enable you to demonstrate the following performance evidence:
- Provide effective on-the job coaching to four different colleagues
- Address identified performance problems or difficulties experienced by colleagues in each of the above coaching sessions and rectify or refer as appropriate
- Evaluate colleagues’ performance and provide constructive feedback as part of above coaching sessions
- Demonstrate the following during each of the above coaching activities:
- Clear communication and demonstration of the organisational tasks required of the colleague
- Completion of training within commercial time constraints o Application of the key principles of training.
Answer the activity in as much detail as possible, considering your organisational requirements.
This assessment requires you to prepare for on-the-job coaching, coach a colleague and follow up after coaching.
You are required to do the following.
- Read the case study and answer the questions.
This assessment requires you to prepare for on-the-job coaching, coach a colleague and follow up after coaching.
You are required to do the following.
- Read the case study and answer the questions.
Case study
Your stock requisition has been delivered to your work area from stores. John is responsible for transferring the stock into the storage area. You notice he is not using correct manual handling techniques to move cartons or bulky items. He is not following organisational procedures for handling stock. You know this is a work health and safety issue and must be addressed quickly before he injures himself.
Task 1: Prepare for on-the-job coaching
- How was the need for coaching identified?
- What communication techniques can you use when discussing John’s needs with
- Your discussions have identified that John needs coaching on how to correctly lift and carry boxes. He understands how to use a truck trolley and where the stock is to be stored in the storeroom. The correct procedure was explained to him some time ago but he has forgotten it. Explain the overall purpose of the coaching session to John.
- Where can you find information to support your coaching session?
- What steps will you follow when delivering coaching to John or any of your other colleagues? Briefly explain what occurs at each step in these key principles of training.
- You decide to develop a simple coaching plan to make sure you cover all necessary information and skills. Complete the table to describe how you will deliver your coaching session. Use your workplace or training environment’s organisational procedures when completing the plan or research correct lifting and carrying procedures.
Seq. = The sequence in which the coaching topics will be delivered.
Topic/steps = the topic to be discussed and/or demonstrated or steps to complete a task as per relevant organisational procedures or standard work practices.
Key knowledge = Required knowledge that supports the successful application of the task(s), such as WHS or hygiene requirements.
Resources required = Resources required to deliver the coaching, including large and small equipment, stock, ingredients, documentation, machinery.
- What other details do you need to discuss and confirm with John if the coaching is not going to be delivered immediately?
- Choose one topic or step from your coaching plan and write how you will explain that topic/step to John.
- What are two questions you can ask after explaining and demonstrating the correct procedure to check John’s understanding?
- How much time should you allocate to this training session? Give a breakdown of the time required for each stage of the coaching process and total time to be allocated.
- How can you allocate time to deliver coaching to John while still completing your duties?
- John has received coaching and has practised the skill several times. You observe that he initially completed the procedure correctly, but is now tending to bend his back more each time he lifts or lowers the boxes. He is completing all other steps as per the organisational procedure correctly, especially when carrying the load from the delivery point to the storeroom.
You are about to give him feedback on his performance. Write what you will say to John when giving him feedback.
- Its two weeks later and you have been observing John move boxes of stock into the storeroom. You are very pleased to see that he is using correct lifting and carrying techniques. However, this is a larger than normal delivery with many boxes to be transferred to the storage area. It will take him over an hour to transfer them all if he carries them individually. It will also be a physically strenuous task. What supportive assistance or advice can you give him in this situation? Write what you would say to John.
