BSBMGT502 Assessment 3

BSBMGT502 Assessment 3
EVE College Australia

Assessment Task 3: Manage performance

Instructions

This assessment task requires you (the Student) to demonstrate the skills and knowledge required to performance manage people through providing formal and informal feedback and coaching in an organisational context.

In response to a simulated workplace scenario, you will plan and role-play the delivery of a feedback and coaching session. You will then complete formal performance development documentation with the employee.

Assessors will record the outcome of each question as either Satisfactory (S) or Not Satisfactory (NS) using the Assessment Task Checklist 3 Students will have a maximum of two (2) attempts to achieve a Satisfactory result for all ‘Essential Criteria’.

Students must complete all essential criteria unassisted by the Assessor or another person but, Students may refer to the learning resources and any reference material. The trainer/assessor will set a time for Students to submit their answers and Students should submit their written response and a correctly completed Assessment Cover Sheet by that due date.

Context of assessment conditions

  • This assessment task may be completed in a classroom, workplace or independent learning environment.
  • Students will require printed copies of this task along with pen, paper and office equipment and resources,business technology, organisational policies, procedures, quality systems, manuals and guidelines for customer management, examples of products/services and promotional strategies, case studies and, where possible, real situations, interaction with others to attempt this assessment.
  • Students must complete the Assessment Cover Sheet
  • Submissions must be made in written form unless reasonable adjustments are approved by the RTO manager. Submissions must be hand written and/or word-processed..

Decision-making rules

To achieve a satisfactory result, Students must:

  • Answer all questions correctly.

Essential Criteria

You must:

  1. Review the Australian Hardware simulated business documentation provided to you by your assessor, particularly the performance management and performance appraisal processes.
  2. Review the scenario below:
  3. Arrange with your assessor:
    1. a time and place to role-play a coaching session/performance appraisal
    2. a timeframe and format requirements for submitting supporting documentation, as set out in the specifications below.
  4. Review the employee’s Performance Scorecard (Appendix 1).
  5. Plan an informal coaching session for the employee. Use the Coaching Plan template provided (Appendix 2) or a coaching planning model of your own design.

The focus of this part of the role-play should be on collaborating with the employee to identify performance gaps and taking positive measures to close those gaps.

  1. Prepare the formal performance development documentation for the employee. Use the Performance Development Plan template provided (Appendix 3), in accordance with the Australian Hardware performance management policy.

The focus of part of the role-play (done immediately after the coaching session) is to formally establish with the employee the performance issues, remedial steps and work goals for the next performance review period.

  1. Participate in a 10–15-minute role-play. Ensure you complete the following:
    1. Conduct a coaching session where you:
      1. discuss performance expectations
      2. establish and clarify the reality of the employee’s performance: describe how performance was monitored and measured; the your evaluation of the gap between expectations and their performance; and discuss previous feedback given (Assessment Task 1).
  • recognise achievements, attitude and positive aspects of performance
  1. discuss opportunities for growth and meeting expectations
  2. establish willingness of the employee to take concrete steps.
  1. Complete formal performance development documentation, where they you:
    1. set targets and review dates for the next performance review
    2. complete performance management recordkeeping for HR (Appendix 3), including signatures. Refer to the performance management procedures followed with the employee.
  2. Submit supporting documentation to your assessor in accordance with the agreed timeframe, format and the below specifications.

Specifications

You must:

  • Participate in a 10–15-minute role-play
  • Submit a coaching plan
  • Submit your performance development planning:
    • the performance development plan as prepared byyou prior to the role-play
    • the performance development plan as completed in agreement with the employee during the role-play

Your assessor will look for demonstration of your ability to:

  • Monitor, evaluate and provide feedback on performance; and provide coaching, training and other performance management techniques as needed
  • Reinforce excellence in performance through recognition and continuous feedback
  • Keep records and documentation in accordance with the organisational performance management system
  • Describe staff development options and information.

Part 1 Role play documentations

(Please attached the evidence such as conversation script, roleplaying video link, photos or any other method approved by your trainer and assessor)

Assessment task 3 Appendix 1: Performance scorecard – Kim Smith

KRA

Target

Result

Comments

Financial

$8,000 sales revenue per month

$5,000 average over six months

This low target was set for an initial period of six months. You would expect an employee to reach a target of $10,000 at this stage.

Customer focus

8/10 score on customer focus

5/10 score

The employee is personable and tries hard to develop a rapport with customers. Customers and staff respond well to the employee. However, staff cannot rely on the employee to support them and they are constantly being asked for product information that the employee should know already. Customers are initially attracted to the employee’s friendly manner but are quickly turned off by her unserious attitude. Customers do not have confidence in this employee’s ability to help them choose a product that will meet their needs. Customers who do stick with the employee must then wait longer to complete their purchases.

Internal process efficiency

Two minutes to complete sales transaction

Average five minutes

The employee has never mastered the point-of-sale system; consequently they make errors that need to be corrected before completing transactions.

Learning and development

20–30 training hours

Seven training hours

The employee, while expressing initial enthusiasm for the role, has not made any sustained effort to learn the basic skills and knowledge necessary to reach targets, although the employee attended a one-day rapport-building workshop. The employee appears to feel that they will learn by casual experience without any effort or that they can constantly rely on others to help.

Assessment task 3 Appendix 2: Coaching plan template

Coaching phase

Notes/questions/planning

Goal and performance expectations

Reality of actual performance

Opportunities to develop

Willingness to develop and commitment

Assessment task Appendix 3: Performance development plan template

Name and position:

Manager:

Review period:

Reference from operational plan

Key result area

Indicator of success/ performance

Status report/results

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