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ScenarioThe OTEN Leisure Group (OLG) has recently employed you as a Business Manager and in your new role you are required to take over the management of one of the OLG’s existing businesses. You must show leadership by analysing current work operations, making decisions, providing direction to staff, delegating and planning workplace activities.

It is day one in your new job as Business Manager and you are learning what your role entails. The OLG General Manager Operations, who is mentoring you, has provided you with the business profile including a synopsis of current issues and problems. You need to analyse the areas of concern and in particular focus on addressing staff issues and team performance difficulties. As a service industry business that relies greatly on professional, well-trained employees it makes sense to tackle staff concerns first.

Use the OLG Business Profile information to prepare:

A Cause and Effect Analysis to identify the main problems An Action Plan that will outline steps for overcoming identified problems and

improve work performance

You will then be able to share information with the team, motivate staff to improve by introducing a recognition and rewards program, and obtain feedback to clarify your actions and your vision for the business.

OLG Business Profile – refer to the business profile found in the resources on the OLS for more specific scenario information and complete the following tasks.

Task 1 Analyse team performanceRead the OLG Business Profile and examine the workplace, team dynamics and individual team member’s performance.

Consider contributing factors that are triggering the staff’s low morale and poor performance. These triggers could be due to the work environment including inadequate equipment, lack of leadership, poor company culture, lack of teamwork, disorganised or non-existent training or inefficient work processes. Also examine the current employee remuneration or rewards (or lack of) that are available to staff which may also be contributing to employees leaving creating a high employee turnover.

Identifying these specifics will assist you when considering activities to add to your action plan in Task 2.

Complete the ‘Cause and Effect Diagram’ below by listing twelve (12) specific issues relating to staff under the headings in the diagram.

LA021788; Assessment 2; SITXMPR005; Edition number 1 1

© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 1, November 2016

CAUSEWork environment

1.2.3.

Management/Culture4.5.6.

CAUSETraining/Processes

7.8.9.

Motivation/Rewards10.11.12.

EFFECTPoor

Performance + High

Employee Turnover

Task 2 – Prepare an action plan Read the OLG Business Profile and the Planning team performance resource documents found on the OLS.

Prepare an action plan that will outline steps for overcoming problems identified in Task 1, which incorporates:

Decision making (solutions) – identify activities/outcomes required which will be implemented over the short, mid & long term.

Planning and organisation – plan the actions/steps required, the how and when. Think about what resources may be required to complete the activities eg, extra funds, more staff, new equipment or computer systems, training products and trainers etc.

Delegation of tasks – indicate who will be involved or carry out the action. Will it be yourself or will you delegate to team members who you feel will be able to step up.

An employee motivational campaign ‘Recognition Rewards Program’ (as a mid term activity). Identify why this program is important. Add some brief actions for developing the program including what needs to be done to get it off the ground. Choose a name for the program, for example, ‘OLG Recognition Rewards Program’ or STAR Employee Recognition etc. Qantas implemented a program called eXcel, Virgin Media introduced a program called Shout.

Complete the action plan below.

Division PlanningWhat do we want to do?

(Activities) Why is it important?

(Outcome)

How should we do it? Actions/Steps

Who is to do it/or who do I consult?People e.g. Staff,

Suppliers, Management,

External Specialists

What physical

resources do we need?

When will it be done?

Completion due date

Short term

Mid term

LA021788; Assessment 2; SITXMPR005; Edition number 1 2© New South Wales Technical and Further Education Commission, 2016 (TAFE NSW – WSI), Archive version 1, November 2016

Long term

Task 3 – Develop a Recognition Rewards ProgramFor this task you need to further develop your Recognition Rewards Program by preparing a presentation that you will use to launch the program to your team.

You can choose either of the following options to present your rewards program:

Option 1 – Prepare a PowerPoint Presentation with 6 – 8 slides detailing the Recognition Rewards Program. (Attach the PowerPoint as a separate file when submitting your assessment on the OLS.)

OROption 2 – Prepare a detailed Flow Chart (or table/similar presentation tool). Include a heading and outline the processes/outcomes mentioned below. (Add to this document or attach as a separate file on the OLS.)

Develop your program by:

Reading the Planning team performance document on the OLS Researching what motivates employees to perform well. For example, research

‘Maslow’s Theory’ and ‘Hertzberg’s two factors of motivation’.

Prepare your PowerPoint or Flow Chart (or similar presentation tool) and show/outline:

A heading with the name you have chosen for your program Goals/KPIs to be achieved – at least four (4), explain how these might be achieved.

For example, achieving high sales, providing customer service excellence, achieving two years of service with the organisation, assisting colleagues in tasks or to meet deadlines, receiving favourable customer feedback etc.

A timeframe which is appropriate to the business context eg three or six months Rewards that can be awarded - nominate at least 5 to 6 intrinsic/extrinsic rewards

designed to appeal to and motivate employees to achieve targets and perform


better. Consider the cost and affect on the business budget – not everything revolves around earning extra money, some intrinsic rewards can cost little, but are highly motivating.

Task 4 – Team consultation and feedbackIn this task you must consult with the team with regards to your strategies for improving workplace efficiencies, employee performance and communication within the team.

You must attend an iSEE classroom role-play meeting with teachers where you can:

Briefly present two (2) strategies outlined in your Task 2 action plan Discuss employee motivation and rewards. The exchange of ideas in the iSee

meeting will help you to understand fully what motivates employees to perform well and assist you in deciding if your choice of rewards in your program will be effective. You will find the viewpoints of others in the meeting interesting as some opinions will focus solely on earning more money (extrinsic rewards), while others will feel that intrinsic rewards are more emotionally satisfying.

Step 1 – Participate in an iSEE classroom role-playEmail your Tourism and Hospitality teachers at [email protected] and request to book in a SITXHRM003 Lead and manage people role-play. Teachers will discuss a convenient day and time. Please note that you must complete Tasks 1 to 3 prior to participating in the iSEE meeting.

Step 2 – Verify that you have participated in your iSEE meeting by completing the following reflection task and confirming your iSEE/role-play teacher’s name.

Reflect on the meeting by discussing the feedback and ideas generated by the team. Include in your response adjustments you might make to your action plan and rewards program to reflect the outcome of the meeting (approx. 200 words).

Alternative arrangements for task 4If you are unable to participate in the iSEE classroom session as described above you may contact the teaching section to discuss alternative arrangements.

The suggested alternative option is:

1. Email your Task 3 presentation for a teacher to review to: [email protected]. A teacher will respond within two working days with feedback and organise with you a convenient day and time to complete your SITXHRM003 Lead and manage people telephone role-play.

2. Complete your telephone role-play with teacher (the teacher will act as your team member). You will discuss two of your action plan strategies and employee motivation.


mailto:[email protected]

mailto:[email protected]

3. Once you have finished 1 and 2, complete the reflection task above.

Scenario

For this assessment you are to assume the role of the Assistant Manager Operations at OTEN Blue Mountains Resort. The OTEN Blue Mountains Resort is one of the OTEN Leisure Group’s premier properties and has a strong focus on providing excellent accommodation, food, a diverse range of events, and the promotion and selling of local tourism products and services.

Currently a refurbishment of the public areas is underway and it is your job to liaise with the Construction Project Manager, Bob Davey. The hotel is operating normally throughout this planned six week process. Feedback from staff and customers has been mostly positive but there have been some minor complaints regarding the construction noise and constant dust.

Each day you and Bob get together to discuss the progress of the project and to iron out any issues that have arisen. In last week’s meeting you raised your concerns about the proposed completion date. The Resort is due to host three major events (a wedding, a travel expo and a Chamber of Commerce conference) within 10 days of the project completion date and it is crucial that the agreed deadline is met. Bob assured you that the project is running on time.

On arrival to work today you have been informed that Bob has had to take unexpected leave and that his relieving manager Eddy Mack will now be overseeing the project. You arrange a meeting with Eddy and he informs you that the project is running two weeks behind. You voice your concerns to Eddy and he simply shrugs his shoulders to indicate that he doesn’t care and so won’t be doing anything to address the situation.

TASK 1: Resolving complaints with customers PART A: Delays and/or poor timing of services.

You arrange a meeting with the relieving Project Manager, Eddy later that day. You have forwarded him a list of your concerns and the original construction contract. He arrives at the meeting fifteen minutes late; he appears to be agitated and unprepared for the meeting (even though you have emailed him all necessary documents that need to be discussed and resolved) and refuses to sit down. You start the meeting, he interrupts you and advises that he has to get back on-site shortly and that the concerns you are raising are not his fault and starts to leave. How will you manage this conflict situation?


PART B: Problems and/or faults with products and services.

As part of the refurbishment plan, the coffee shop/lounge has had a new commercial coffee machine installed by ‘Catering Equipment’, a local hospitality supplier. There have been some reoccurring operating issues since the machine was installed. The invoice for the purchase of the machine is incorrect and you are in the process of trying to sort this problem out with the company. In addition, you have had the servicing technician out to the workplace three times within the first six days of installation. You have received an invoice for each of these calls. The technician was called again but the company refuses to send someone out until you pay the servicing invoices. You know that the product is faulty and should be under warranty. If the technician doesn’t come, apart from disgruntled customers there will be a major loss of revenue to OLG! You are about to call the company owner: how will you manage this conflict situation?

PART C: Delays and errors in providing products and services

Although the main bar at OLG is not part of the refurbishment process a new menu has been introduced to revitalise the product. The new menu offers more organic and vegetarian options but has also kept some of the more popular menu items in order to keep the regular clientele happy.

Due to the complexity of some of the menu items there is a longer than average wait for meals. Most customers are accepting of this delay however there are some who are not. You are heading back to your office after a previous meeting and you come across a customer who is voicing his frustrations quite loudly and drawing attention to the situation. OTEN Blue Mountains Resort has a policy that any staff member who witnesses a potential conflict anywhere within the Resort public areas must become


involved to minimise and/or de-escalate a potential conflict situation. How will you manage this conflict situation?

TASK 2: Resolving team member disputes:

PART A: Disputes with job duties or rosters.

The refurbishment project has reduced the floor space of the public space and some administrative areas that need to be serviced. The staff rosters have been adjusted accordingly and everyone has had to make sacrifices such as cuts in overtime and temporary reduction of hours. This is especially the case for casual staff. The cuts made have been fair and equitable and have the approval of Human Resources. You have an appointment with one of your staff members, Dave Wilesmith, who works on the travel desk. Dave wants to discuss a return to his normal hours of work. Dave has been a casual worker for more than seven years with the business and is unhappy about the prolonged length of disruption to his roster. You have liaised with Jenny Strong from Human Resources and she has advised you that you should continue to manage your staff with reduced hours until further notice. When frustrated, Dave easily gets angered and is quick to make demands. Dave is due in your office in 5 mins – how will you manage this conflict situation?

Part B: Lack of competence of team members and disputes or arguments.

At the OLG it is common management practice to put together work teams that have a variety of experience in relation to skills, leadership qualities, experience and qualifications. A new Team Leader consultant position has been created to look after the newly refurbished public areas. The Team Leader position was advertised both internally and externally of the organisation. All team members within the business were encouraged to apply. As the Assistant Manager, Operations you were on the interview panel and helped appoint a new graduate from university, Lucy Murray as the successful applicant.

You have had negative feedback about this from a hospitality team member Garry Dean who applied and felt that he was the best candidate for the position. You have


talked informally with Garry about the process, stressed that the decision was made following organisational guidelines, and the panel agreed Lucy was the best candidate. You have also liaised with Jenny Strong; Manager Human Resources to ensure you that you have the support of the human resources team. You have made an appointment to meet with Garry to discuss his concerns. You have a feeling that Garry is going to be hostile and angry. How will you manage this conflict situation?

TASK 3: Responding to threat or conflict situations

PART A: A customer refusing to leave or be pacified

Friday nights are one of the busiest times in the bars at OTEN Blue Mountains Resort. All staff are trained in Responsible Service of Alcohol (RSA) and you have additional security scheduled to work after 8.30pm to assist with any altercations that may occur. The construction company doing the refurbishment has some staff members who stay over the weekend at the Resort. The bar is a popular place to unwind and interact with the locals. The full time Bar Manager, Sally Addison has expressed her concern to you over a pattern of escalating conflict between some of the workers and local clientele. You decide to stay late tonight to assess the situation. At 8.00pm a member of staff comes and advises you that a situation has arisen where a worker from the construction company is being outspoken and abusive and has refused to leave when asked. This worker is quite intoxicated. How will you manage this conflict situation?

PART B: A situation where someone may be hurt.

Due to ongoing construction the normal route to the smoking area for staff has been blocked with scaffolding and temporary walls. Staff now has to take an alternative longer route for their smoke breaks which cuts into their allocated break time. During one of the regular Workplace Health and Safety meetings you attend with Eddy, you are advised that some of the staff are ignoring the WHS procedures and continuing to take the shorter route via the building site which is quite hazardous. After some investigation you identify that your staff member, Josie Jones, is consistently ignoring the requests to not use this route. As per company policy you sent an email to Josie advising that due to WHS policy she must use the safer route designated by the construction company. Josie replies by saying that it is not her fault that the hotel is undergoing a refurbishment and why should she be forced to walk further, thus cutting into her break time.


Using the email template below demonstrate how you will manage this conflict situation with Josie.

[email protected]

[email protected]

Add subject

Kind regards,(insert your man here)Executive Manager OperationsOTEN Leisure GroupTelephone: 61 2 97150000Email: (insert your name)@otenleisuregroup.com.au

Task 1 – research and report on online marketing activitiesThis task requires you to research, review and report on marketing activities on potential cooperative online marketing initiatives or sites suitable for the following three (3) products or services:

i. Freshly brewed coffee in a coffee shop in Melbourne

ii. Wine sold by a premium winery in the Hunter Valley

iii. Holiday accommodation for families in Queensland

For the coffee shop in Melbourne, we recommend that Facebook is the marketing site that you base your review and report on.


Once you have identified suitable cooperative marketing sites for the Wine and Holiday accommodation, review and report on each of the following for the 3 products and services:

a) Name of site:

1) Hard Pressed Coffee

2)

b) URL Reference of site

1) https://hardpressedcoffee.com.au/

2)

c) Overview/description of site:

1) On website, they focus on specialty coffee with beautiful picture, and they mention café location and its menu.

2)

d) Online site affiliations

1)

e) Select a product/service marketing activity

f) Describe the target market of this marketing activity:

1) Usually for working people.

2)

g) Review the potential effectiveness of the marketing activity:

h)

i) Report on constructive feedback

j) Report marketing activity outcomes and monitors

Use Template 1 provided in the Appendix to complete task 1.

Task 2 – Develop a marketing proposalIn this task you are required to develop a marketing proposal for the following project brief. This marketing activity is for a specific product on Facebook.

Ensure that you describe:

Use Template 2 provided in Appendix to complete task 2.


relevance to the business

potential benefits

technical resource guidelines

financial resource requirements

a schedule for uploading text and images on Facebook.

https://hardpressedcoffee.com.au/

Task 3 – Create marketing content In this task you are required to create content for a marketing activity outlined in the marketing proposal (Task 2). Include the use of text and images appropriate for Café OTEN target market and marketing activities, themes and objectives to attract consumers to their coffee.

The content created will be uploaded onto the Facebook Group, OTEN Leisure Group. Ensure that the images and text selected are in line with Facebook business page posting tips and best practices for uploading content for businesses (www.facebook.com/business/a/page-posting-tips)

Task 4 – Upload marketing contentIn this task you are required to upload content from Task 3 to the Facebook Group OTEN Leisure, according to Facebooks “Statement of Responsibilities”, Community Standards” and “Helping to Keep you Safe’ content guidelines.

Use the Facebook Group, OTEN Leisure Group https://www.facebook.com/groups/1631929307104482/

Complete task 4 by linking to the Facebook group and uploading your content.

Provide a screenshot of the content you uploaded to the OTEN Leisure Group Facebook Group HERE:


https://www.facebook.com/groups/1631929307104482/

http://www.facebook.com/business/a/page-posting-tips

Appendix 1: Template 1 Review and report on marketing sites


Company Type Coffee Shop, Melbourne City Centre

A premium Australian Winery, Hunter Valley

Hotel Accommodation, Gold Coast, Qld

The company services or products

Service: Making and selling coffees in coffee shopProduct: Freshly brewed coffee

Product: Premium Australian wines Service: Producing from winery and selling fine wines

Product: Holiday facilities/ accommodation for familiesServices: Childrens Club, Spa facilities

A Name of online siteFind potential cooperative online marketing initiatives or sites that are appropriate for promoting and marketing activities of products or service for the each company type provided.

Eg. Facebook

B Reference the sitePaste the URL address for this online marketing site (named in a) and date accessed.

C Overview / description of siteProvide a description of the marketing site (named in a).

D Online site affiliationsList the established networks, partnerships and companies this site is affiliated with, list any social media platforms they are linked to.

E Product/service marketing activityFrom each online site (named in a). select an example of a marketing activity that would represent each product/service. Provide a brief overview and description of the marketing activity.(This may be a news item, blog, photo, image, price promotion, customer competition, themed promotion or event or news. Include the URL address, include a screen shot of the activity and attach it in the appendix of your assessment.)


Company Type Coffee Shop, Melbourne City Centre

A premium Australian Winery, Hunter Valley

Hotel Accommodation, Gold Coast, Qld

F Target market:Describe who the marketing activity is targeting/attracting for each marketing activity (selected in e).? What group of consumers is it likely to attract? Suggestion would be to estimate the age bracket, demographic, geographic, psychographic, and purchase behaviour/ desired benefit sought by consumer.

G Review the potential effectiveness/benefits Consider the marketing activity/promotion that you selected in e. Do you think it will effectively communicate and attract the target market consumers to consider purchasing or consuming the product or service? Has it engaged the consumer? Has it received many likes, followers, been shared, or had comments about the product or service? What are the benefits of the marketing/promotion activity?

H Report constructive feedbackWould you recommend any changes to the marketing activity? What improvements should be made to better target/attract the consumer to the product/service?

I Report marketing activity outcomes, monitorsHow would this marketing activity be monitored and measured? Consider the methods to measure the success/hits/likes/shares of this marketing activity?


Appendix 2: Template 2 Marketing Proposal This proposal includes how the online marketing initiative will be completed, how long it will take, and how much it will cost.

General Instructions: Follow the italicized instructions for each section below to create your own persuasive marketing proposal. Once you have entered responses under each heading remove the blue italicized instructions. Outline the problem, propose the marketing activities as the solution to that problem, and help outline all the resources required to implement the marketing activities for the cooperative online marketing site. Include any resource requirements technical and financial.

Company Background – Current situationInstructions: Provide a brief overview of Café OTEN, the industry it operates in, growth, market trends that may affect the product and services. Reflect on current trends in the Melbourne Coffee market and how you may adjust your promotional marketing materials to reflect current trends and the changing needs of the consumers.

Product /Service overviewInstructions: Provide a brief description of the types of products or services this company distributes, sells, or markets. Who are the key competitors in the market place? Consider the positive and negatives of their competitors’ previous online marketing and promotional activities – what are they doing well when promoting online?

Target marketInstructions: Provide a brief description of the target market (group of consumers) that Café OTEN is targeting, this may include demographic (age, income, work type, education, marital status), geographic (where do they live or work), psychographic (think feel, motivated by), purchase behaviours, (interest in the product for what reason, attitudes, desired benefits).Reflect on current consumer expectations and trends and how you may adjust your promotional materials to reflect consumer expectations and desired benefits.


Marketing Challenges/ Objectives

Instructions: Use the first paragraph to identify the problem or frustration that led Café OTEN to want to market online. What are the objectives of the proposal? What online marketing initiatives will you be proposing to achieve these objectives? Consider a theme for the marketing activities based on the market trends, changing consumer needs and wants.

Marketing StrategyInstructions: Outline the specific marketing strategies you are recommending to promote the company online. This may be the theme, it may be seasonal related. What social media platforms are you suggesting will be incorporated into the marketing activities, consider the target market and time of year for your online promotions and marketing activities.

Marketing Projections & Outlook

Instructions: Use 3-4 bulleted sections to describe positive results the online marketing initiatives will create for Café OTEN. Focus on results you think Café OTEN will value from the marketing proposal, what are the potential benefits. How will you monitor the effectiveness of the marketing activities?

Resource requirements to upload content

Instructions: You will be required to upload content to Facebook according to technical procedures and to meet site content guidelines. What are the content requirements and guidelines for Facebook? What type of text and images are appropriate for the marketing activities and in line with Facebooks guidelines. Research Facebook’s guidelines to uploading content and attach them to your marketing proposal document in the appendix.


Project Timeline - Implementation

Instructions: Complete the schedule template for updating content - text and images for the marketing activities onto Facebook for Café OTEN. The timeline describes a specific timeframe for the implementation of this plan, including time frames for communication between content designer and Café OTEN and the online editor for uploading content.Include the maintenance of social media activities, delegate who will be responsible for what practices and when they will take place on an ongoing basis.

Phase Activities Person /Role responsible

Completion date

Competitive Analysis

Analysis of competitors’ marketing strategies to assess effectiveness of techniques and identify untapped opportunities.

Development of content

Collaboration between ? and Café OTEN creative team, business experts, and graphic designers to create marketing content, images and text for uploading onto Facebook

Week 1 : Uploading marketing content to FacebookWeek 2: Uploading marketing content to Facebook

Week 3: Uploading marketing content to Facebook

Monitoring of marketing activities


Cost of the implementation of marketing proposal

Instructions: Based on the implementation schedule (project timeline) estimate the cost for each phase to implement the marketing activities onto Facebook, this will help Café OTEN understand what will happen when, as well as make your solution appear valuable. But keep the breakdown at a high level and don’t break down your price; it’s crucial your price is easy to understand.

(The following phases are provided as a guide, you can change, adjust them to suit your own promotional activities.)

Costing per phase Number of hours to complete

Cost per hour

$

Cost$

Competitive Analysis


Uploading marketing content to FacebookCompetitive Analysis


Week 1: Uploading marketing content to FacebookWeek 2: Uploading marketing content to FacebookWeek 3: Uploading marketing content to FacebookMonitoring of marketing activities

Total


ChecklistI have:

You can now submit your assignment by uploading it to the OLS.

If you have any concerns with completing this assessment please contact a teacher to discuss your options further.


Completed all parts of Tasks 1 – 4

Referred to the Facebook OTEN Leisure Group for hints and tips to complete the

assessment and for examples of marketing activities of competitor products and

services.

Word processed my assignment using Microsoft Word or other appropriate software

and a suitable, 12 point business font (eg. Calibri or Times New Roman).

Included my name, student number, unit number and Assignment number (eg.

Assignment 1) on the first page of my assignment and page numbering throughout

Proof-read and spell checked my assignment before submission

Included references within the body of my assessment and a reference list at the end

Attached screen shots of the marketing activities from the online sites to assessment

in the appendix.

Included screen shots of Facebook content that has been uploaded as part of the

assessment.

Saved an electronic back-up copy of assessment.

ScenarioYou are employed as the Front Office Manager at the Blue Mountains Resort for the OTEN Leisure Group (OLG).

Joseph (Joe) Strange is employed by the OLG as a concierge. In preparation for Joe’s first performance appraisal you have observed his work performance and also received feedback from other team members.

In summary:Joe always arrives at work at least ten (10) minutes prior to his shift starting time; mostly follows Standard Operating Procedures (SOPs); rarely makes mistakes; and cooperates well with colleagues. You are also aware that Joe provides outstanding customer service to guests. On several occasions he has been personally named in Customer Surveys for having exceeded customer expectations. You have noticed that Joe is not meeting his sales targets set for each team member for sales or referrals to the main Blue Mountain visitor attractions

Task 1 – Implement performance appraisal

Based on the scenario above, complete the employee details on the Staff Appraisal Form below and rate the employee’s performance in PART A.

Describe how you will file this record:

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Performance Appraisal

Employee Details

Name

Employee Number 2765345

Position

Department Front office/Concierge

Date of review

Period covered From: To:

Reviewer Details

Name

Position/Title


PART APlease rate the employee’s ability to perform their job role according to the standards below:

1 2 3 4 5Unacceptable Needs

improvementMeets

standardExceeds standard

Excellent

Adherence to the company’s SOPsComment:


improvementMeets


Excellent

Customer service standardsComment:


improvementMeets


Excellent

Personal presentation

Comment:



improvementMeets


Excellent

Level of accuracy in work

Comment:


improvementMeets


Excellent

Punctuality

Comment:


improvementMeets


Excellent

Team interaction

Comment:


Manager’s recommendation for performance management review (include timeframes):

Note:Ensure to address the following items as a minimum to support your recommendation for continued support and management:

1. What is causing the problem?

2. Is the employee capable of meeting their targets?

3. Is there a pattern of unsatisfactory performance?


Task 2 – Interview Role PlayConduct a formal performance appraisal/review with Joe.

This needs to be done in the form of a Role play.

YOU will play the role of the Manager.

The role of Joe will be played by either:

To prepare for this role play please ensure that the following points are addressed:

Read the following guidelines once you have completed the role play

Guidelines and instructions on how to upload your video via YouTube:In order to upload videos to YouTube, you will need to create or use your existing Google account. If you need to create a Google account, please click here.

To learn how to upload a video to YouTube, please click on the following link: https://support.google.com/youtube/answer/57924?hl=en

You will need to edit the privacy settings on your video so that it is not available to the general public. To learn how to do this, please click on the following link: https://support.google.com/youtube/answer/157177?hl=en

Once you have uploaded your video, to YouTube you will need to copy and paste the video URL to the space provided below and SAVE before you upload to the OLS.

If you would like information on creating a video for an assessment, OTEN has produced a short YouTube video called “How to film an assessment” follow this link to view it.

http://ow.ly/wLJtM

Paste your YouTube URL HERE:

Don’t forget to ‘save it’


A family member A friend A work colleague

You are well prepared for the appraisal and refer to your findings from Task 1 (Part A)

Address all the standards on the appraisal form Provide counselling if/where applicable Recognise any ‘outstanding’ performance Identify and discuss any recommended training Complete the Action Plan - Task 2 (Part B) of the form making recommendations

for recognition where applicable

PART B

Employee Action Plan

Goal Action required Date for Completion

General Comments/Recommendations:IMPORTANT: Include a timeframe for follow up Any tools and strategies which will be used to support the staff member in achieving these

goals

Will you be recommending this employee for a Staff Award? Yes ☐No ☐Please specify:

Employee’s Comments:


Acknowledgement of Performance Appraisal

Reviewer’s signature: Date:

Employee’s signature: Date:


Task 3 – Follow up session Role PlayJoe has advised that he is feeling a bit confused about how he will reach some of the targets that have been set at his formal appraisal session and would like a further discussion.

Conduct a TEN (10) minute Personal Development session with Jo.

This needs to be done in the form of a Role play.

YOU will play the role of the Manager. The role of Joe will be played by either:

This session needs to:

1. Be an inclusive session where you and Joe are involved in a discussion together, writing an objective to achieve at least one of the agreed goals.

Note:You will be required to supply a copy of this with your assessment. Use the template provided below labelled Part C and refer to your completed templates from Part A and Part B

2. Reinforce key workplace standards which have been highlighted as a problem during the formal appraisal process

3. Reinforce how you will continue to support Joe and also the personal benefits for Joe to remain motivated to achieve future goals/targets. Let Joe know what tools and strategies you will use to help support him.

4. Demonstrate your ability to lead, listen and show understanding and unify the team


A family member A friend A work colleague

Preparing for the role play: -Read the following guidelines once you have completed the role playGuidelines and instructions on how to upload your video via YouTube:In order to upload videos to YouTube, you will need to create or use your existing Google account. If you need to create a Google account, please click here.

To learn how to upload a video to YouTube, please click on the following link: https://support.google.com/youtube/answer/57924?hl=en


Once you have uploaded your video, to YouTube you will need to copy and paste the video URL to the space provided below and SAVE before you upload to the OLS.


http://ow.ly/wLJtM


Don’t forget to ‘save it’


PART C

Counselling Session Record Template

This template can be used to record a counselling session. It is intended to be a record of a counselling session and provides documentation that demonstrates the workplace commitment to substantive and procedural fairness.

The Manager should complete all sections prior to meeting with the staff member except those with an * asterisk, which should be completed with the staff member.

STAFF MEMBER DETAILS

Title:.......... Family name:.................................. Given names (in full):...................

Position:

COUNSELLING DETAILS

Type of Counselling

First CounsellingSecond CounsellingThird CounsellingOptional Follow-up (First/ Second/Third)

(Please circle which counselling session this progress report relates to)

Date of Counselling

Manager’s Name

Staff Member’s Representative’s Name (if applicable)

Manager’s Representative’s Name (if applicable)


SUMMARY OF UNSATISFACTORY PERFORMANCE ISSUES TO BE DISCUSSED

Detail below the main points of concern with the staff member’s performance, work habits, behaviour etc.

DETAILS:

DETAILS OF UNSATISFACTORY PERFORMANCE

Detail below the specific examples of unsatisfactory performance.

This may include: previous discussions, concerns with behaviour, points for clarification, points of interest, complaints raised.

If applicable, attach supporting documentation/evidence e.g. record of informal discussions, correspondence (memos, emails, letters).

Num

ber

Date Details

Supporting Evidence e.g. Attachment A (if applicable)


The Manager should complete all sections prior to meeting with the staff member except those with an * asterisk, which should be completed with the staff member.

**STAFF MEMBER’S COMMENTS

The staff member should be given the option to make any comments/raise any mitigating circumstances in relation to the details of the unsatisfactory performance, which can be recorded below.

First and Second Counselling sessions only - The staff member may provide a written response within 10-working days from the date of receipt of the counsel.

First and Second Counselling Sessions only - Ensure a Follow-up Session is scheduled to review the response and finalise the Performance Improvement Plan.

DETAILS:

* MANAGER’S COMMENTS

The Manager may wish to respond to the staff member’s comments, which can be recorded below.

DETAILS:


* PERFORMANCE IMPROVEMENT PLAN

Detailed below are the specific actions required to rectify the unsatisfactory performance e.g. undergo training programs, provide medical certificates for absences, behaviour modifications, set projects or tasks, mediation meetings.

Outline agreed goals here:

Num

ber

Date Details By When

NEXT STEPS IN THE PROCESS

Detail what will happen next. Examples include: The consequences if:o Unsatisfactory performance continues then it will proceed to the second or third stage and

state the length of the review period; ORro There is no commitment to improve or acknowledgement by the staff member there is an

issue of unsatisfactory performance; Potential disciplinary action; Follow-up session(s) during the review period and what they will cover; The matter will be closed if improvement is maintained for a specified period.

DETAILS:


ANY OTHER RELEVANT INFORMATION

E.g. Staff member/Manager on leave, constraints to process.

DETAILS:

DATE OF NEXT MEETING/END OF CURRENT PERFORMANCE REVIEW PERIOD (IF APPLICABLE)

Purpose of Meeting e.g. Interim Progress, Second/ Third Counselling

Date Time

Location


CERTIFICATION (ALL SIGNATURES ARE REQUIRED)

Manager:

Name (please print):............................................

Signature:............................................................

Date:....................................................................

Staff Member:

Refused to sign - copy of counselling record has been provided.

Name (please print):...........................................................................

Signature:...........................................................................

Date:Manager’s Representative (if applicable)

Name (please print):............................................

Signature:............................................................

Date:.........…………………………………………

:

Staff Member’s Representative (if applicable)

Name (please print):...........................................................................

Signature:...........................................................................

Date:...........................................................................……

FINAL CHECKLIST

All parties signed (notate if staff member refuses to sign)Copy provided to staff member (including attachments)

Copy placed on employee fileCopy forwarded to Human Resources

Scenario


As a recently employed Business Manager with OLG you are required to take over the management of one of the OLG’s existing businesses to monitor work operations and continuously improve processes and systems to ensure the business operates efficiently.

You will be directing, planning, organising and solving workplace problems to improve:

Team cohesiveness

Workflow processes

Quality of products and services.

The OLG General Manager Operations, who is mentoring you, has provided you with the business profile including information of current areas of concern and workplace problems. You need to analyse the areas of concern and provide strategies to improve workflow.

Use the OLG Business Profile information to prepare the following:

An outline of a daily workflow procedure which needs improving. Provide a gap analysis

Delegate SMART goals for staff to improve the workflow and create time line for your team

Complete a Performance Report

Debrief on the performance outcomes and completion of staff records

OLG Business Profile – refer to the business profile found in the resources on the OLS for more specific scenario information and complete the following tasks.

Task 1 – Review of daily workflow

Review the OLG Business Portfolio found in the resources on the OLS. Evaluate current workplace performance issues outlined in the portfolio.

You have identified over the past few months that a daily work procedure has failed to operate efficiently and there are many concerns that must be addressed:

delays and time difficulties

difficult customer service situations

equipment breakdown or technical failure

staffing levels and skill profiles

staff performance


procedural requirements for environmental workplace standards

Choose one (1) daily work procedure your team performs routinely which could be improved upon.

Outline why the team believes the problem has occurred.

Discuss how you determined the workflow was a problem and list your measurement tools

2 LA021817 Assessment 2; SITXMGT001 Ed 1, 2, 3, 4 © New South Wales Technical and Further Education Commission, 2017 (TAFE NSW – WSI), Archive version 1, January, 2017


Problem Measurement tool

Example: an example has been provided as follows:

What needs improving?

The daily workflow of making a sandwich at Jack’s Café needs reviewing.

Why we think it has occurred

Over the summer period we have had more customers ordering wraps and smoothies and the current workflow of having one staff serving one customer at a time is not efficient ie; taking the order from the customer, making the sandwich and making the drinks is inefficient. With the increase demand current the layout of having the blender out the back is creating issues with the flow of movement around the workspace.

How did we know?

Problem Measurement tool

Many customers were leaving Observed by team and shared

before ordering. at tool box meeting

New team member is too slow

Customer feedback has shown Customer feedback form

service is too slow


Decline in sandwich bar sales Point of Sale revenue reports

compared to this time last year and historical reports

Bins are full of waste at end ofWastage sheets show increase

shift. Waste is not being sorted in food waste

2 workplace injuries WHS reports

LA021817 Assessment 2; SITXMGT001 Ed 1, 2, 3, 4 3

© New South Wales Technical and Further Education Commission, 2017 (TAFE NSW – WSI), Archive version 1, January, 2017


Gap Analysis to improve and organise workflow

Prepare a GAP Analysis by first considering the current situation (what is happening) and the desired situation (what should happen).

Gap Analysis

Current Situation The Gap Desired Situation

Where are we now? What needs to happen to Where do we want to be?

improve workflow?

1.

2.

3.

4.

5.

6.

Task 2 – Delegation

To achieve the Desired outcomes in your Gap Analysis consult your staff and write SMART objectives and tasks to guide your team to improve the daily workflow. These SMART Objectives will contain the Key Performance Indicators required on your Performance Report in TASK 3.

The tasks should be delegated to team members with the skill to carry them out.


You must consult with and have at least THREE (3) staff members within your work team

Create a time line for improvements to provide the team with scheduling details in order to synchronise the tasks. This can be shown in the form of a chart such as a Gantt chart, flow chart or a simple timeline. This chart may be hand drawn or computer generated.



Task 3 – Performance Report

For this task complete the Performance Report to outline the six (6) issues identified in Task 1 and reflect on the outcome of improvements introduced throughout Task 2.

In the previous task you identified workplace problems and outlined various strategies to improve operations. Let’s consider that you made recommendations and acted on these and after a period of three months you find that the overall operation has improved and the following outcomes experienced:

Wastage has significantly been reduced and recycling has increased

Staff morale has improved and training has been successful

Staff performance improved significantly

Team communication is clearer and stronger

Customer complaints minimised by 50%

Quality and consistency of products improved

Delivery of service is more efficient

WHS reports show no injuries reported since new workflow has been installed

The General Manager Operations has asked you to reflect and review on your successful strategies outlined in Task 1, and implemented in Task 2, by completing a Performance Report, which will be shared with the management team in the next general meeting.


PERFORMANCE REPORT

Organisation/Section: Insert details Date: Insert details Date of next review: Insert details

Project/Service: Insert detailsManagers Name: Insert details

Reporting Period: Insert details Position: Insert details

Workplace Efficiency Task/Strategy Performance Measure Outcomes or Outputs Comments

What was happening before?

What happens now? How well was it done?

Has the required outcome been

Unexpected issues, explanations,Restate four (4) key

issues of

Detail the objectives/actions/strategiesState how success is/was measured

achieved?

additional information, etc.concern identifiedundertaken for continuous improvement

Detail results from activities

EXAMPLE: Low sales, low morale EXAMPLE: Intro of Rewards ProgramEXAMPLE: Employees more focused, sales EXAMPLE: Yes the overall sales has EXAMPLE: Some employees took

increased 10%improved by 10% time to incorporate changes

1.


2.

3.

4.

5.

6.

Performance Measure: the standard by which the success of activities can be measured, e.g.: KPI, participation of group.

Outcome: the broad effect or impact of the activities; the eventual benefit to the business e.g.: improved sales, improved motivation, improved quality.

Output: the specific, measurable amount of goods/services produced as a direct result of the activities, e.g.: event attendance, satisfaction survey results, number of customers served Attach (if necessary) any documents that may support outcomes such as staff or customer feedback, media coverage, event records, developed processes or products.


Task 4 – Video role play

Team debrief and complete staff records

Accurate staff records need to be kept to manage staff work hours efficiently and to meet legal requirements including the Government’s Fair Work Act and Work Health and Safety Regulations.

This includes keeping records of hours of work (work rosters and time cards), superannuation payments, work pay slips, employment history, employment contracts or agreements and termination records, training records and WHS records.

For this task you need to:

1. Complete the Staff Training Record Template below including three (3) forms

of training. This form must be shown to staff during the staff meeting.

2. Set up a team meeting with one or more “staff” which you will record and upload

as per the youTube instructions provided.

In this meeting you will need to:

Discuss the effectiveness of your implementation time line

Discuss the findings of your Performance Report

Present the completed staff training records table you have filled out for your staff. Guidelines on how to upload your video:

This role play must be recorded using a smart phone or video recording device and uploaded to YouTube. You will need to create or use your existing Google account. If you need to create a Google account, please click here .

To learn how to upload a video to YouTube, please click on the following link:

https://support.google.com/youtube/answer/57924?hl=en


Once you have uploaded your video to YouTube you will need to copy and paste the video URL to the space provided below and SAVE before you upload to the OLS.



http://ow.ly/wLJtM


Don’t forget to ‘save it”



Assessment checklist Check the assessment marking criteria below

Clearly answer all questions and complete ALL tasks


Refer to course information on the OLS regarding plagiarism and referencing

Check spelling and grammar

It is your responsibility to save a copy of your assessment for future reference


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