BSBHRM501 Manage human resources services , BSBHRM512 , BSBWRK520 Manage employee relations
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BSBHRM512StudentAssessmentTasksV2.1..pdf
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
Approved by Academic Manager Page 1 of 30
Student Assessment Tasks
BSBHRM512 Develop and manage performance
management processes
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
Approved by Academic Manager Page 2 of 30
Table of Contents
Table of Contents 2
Assessment Information 3
Additional Resources 4
Assessment Instructions 5
Student Assessment Agreement 6
Assessment Task 1 Cover Sheet 7
Assessment Task 1: Written Questions 8
Assessment Task 1 Instructions 9
Assessment Task 1 Checklist Error! Bookmark not defined.
Assessment Task 2 Cover Sheet 11
Assessment Task 2: Plan documents 12
Assessment Task 2 Checklist 16
Assessment Task 3 Cover Sheet 18
Assessment Task 3 Instructions 19
Assessment Task 3 Checklist 23
Assessment Task 4 Cover Sheet 24
Assessment Task 4: Learning and development planning project 25
Assessment Task 4 Instructions 26
Assessment Task 4 Checklist 30
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
Approved by Academic Manager Page 3 of 30
Assessment Information
The assessment tasks for BSBHRM512 Develop and manage performance management processes are
included in this Student Assessment Tasks booklet and outlined in the assessment plan below.
To be assessed as competent for this unit, the student must complete all of the assessment tasks
satisfactorily.
Assessment Plan
Assessment Task Overview
1. Written questions Students must correctly answer all questions.
2. Performance management process
project
Students must analyse a case study organisation and research and
develop a performance management process, as well as consult
with key stakeholders on the proposed process and train the senior
management team in the new processes. Students must also
evaluate the performance management process.
3. Dispute and termination project
Students must assist a manager to monitor the performance of an
employee and support the manager with disciplinary procedures,
dispute resolution and termination.
4. Learning and development project
Students must design and develop a learning and development
plan for a group of staff, as well and deliver and monitor learning
activities.
Assessment Preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for
clarification if you have any questions at all.
When you have read and understood this unit’s assessment tasks, print out the Student Assessment
Agreement. Fill it out, sign it, and hand it to your assessor, who will countersign it and then keep it on file.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per your RTO’s
assessment appeals process.
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt
with unfairly or have other appropriate grounds for an appeal.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
Approved by Academic Manager Page 4 of 30
Additional Resources
The following resources will be given to you before you begin each Assessment Task.
Assessment Task 2
Processes Report Template
Recruitment, Selection and Induction Policy and Procedures
Termination Policy and Procedures
Staff Surveys
Strategic Plan
Assessment Task 3
Fair Work Ombudsman Effective Dispute Resolution Guide
Termination policy and procedure
Assessment Task 4
Staff Performance Appraisal A
Staff Performance Appraisal B
Learning and Development Plan Template
Seminar Plan Template
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
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Assessment Instructions
Each assessment task in this booklet consists of the following:
Assessment Task Cover Sheet
This must be filled out, signed and submitted together with your assessment responses.
If you are submitting hardcopy, the Cover Sheet should be the first page of each task’s submission.
If you are submitting electronically, print out the cover sheet, fill it out and sign it, then scan this and submit
the file.
The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will
be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not satisfactory, your
assessor will include written feedback in the Assessment Task Cover Sheet giving reasons why. Your
assessor will also discuss this verbally with you and provide advice on re-assessment opportunities as per
your RTO’s re-assessment policy.
Depending on the task, this may include
resubmitting incorrect answers to questions (such as short answer questions and case studies)
resubmitting part or all of a project, depending on how the error impacts on the total outcome of the
task
redoing a role play after being provided with appropriate feedback about your performance
being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily
completed the first time, after being provided with appropriate feedback.
Assessment Task Information
This gives you:
a summary of the assessment task
information on the resources to be used
submission requirements
re-submission opportunities if required
Assessment Task Instructions
These give questions to answer or tasks which are to be completed.
Your answers need to be typed up using software as indicated in the Assessment Task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for your assessment
task submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file name that includes the unit identification
number, the task number, your name and the date.
Checklist
This will be used by your assessor to mark your assessment. Read through this as part of your preparation
before beginning the assessment task. It will give you a good idea of what your assessor will be looking for
when marking your responses.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
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Student Assessment Agreement
Make sure you read through the assessments in this booklet before you fill out and sign the agreement
below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit? Yes No
Do you understand the requirements of the assessments for this unit? Yes No
Do you agree to the way in which you are being assessed? Yes No
Do you have any specific needs that should be considered? Yes No If so, explain these in the space below.
Do you understand your rights to re-assessment? Yes No
Do you understand your right to appeal the decisions made in an assessment? Yes No
Student name
Student number
Student signature
Date
Assessor name
Assessor signature
Date
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
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Assessment Task 1 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me.
I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
Student result response
My performance in this assessment task has been discussed and explained to me.
I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
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Assessment Task 1: Written Questions
Task summary
This is an open book test.
Questions must be completed within 1 hour.
Students need to answer all of the written questions correctly.
Answers must be word processed and sent to your assessor as an email attachment.
Required
Access to textbooks/other learning materials
Computer and Microsoft Office
Access to the internet
Timing
The assessor will advise you of the due date of this submission.
Write in the due date below as advised by your assessor:
Submit
Answers to all questions
Assessment criteria
All questions must be answered correctly in order for a student to be assessed as having completed the
task satisfactorily.
Re-submission opportunities
Students will be provided feedback on their performance by their Assessor. The feedback will indicate if you
have satisfactorily addressed the requirements of each part of this task.
If any questions are not satisfactorily completed your assessor will explain why and provide you written
feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-
assessment attempt(s) will be arranged at a later time and date.
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt
with unfairly or have other appropriate grounds for an appeal.
Students are encouraged to consult with their assessor prior to attempting this task if they do not
understand any part of this task or if they have any learning issues or needs that may hinder them when
attempting any part of the assessment.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
Approved by Academic Manager Page 9 of 30
Assessment Task 1 Instructions
Provide answers to all of the questions below:
1. Discuss the concept of a learning organisation and its key characteristics.
2. Outline two examples of policies that an organisation may use to manage performance of staff.
3. Review the following statement and explain how a performance management process can
assist in reducing unfair dismissal claims for employers. Identify the legislation that covers
termination of employees.
“Recent data shows that the majority of claimants coming before the Fair Work Commission are
individuals disputing the termination of their employment.” Reference: Employment Law
Practical Handbook.
4. Explain the purpose of grievance procedures within a workplace and a summary of the steps
that a Manager could follow in addressing grievances.
5. Explain the STAR model for giving feedback and why a manager may find this model useful in
giving feedback.
6. Explain the 360-degree model for giving feedback and why a manager using this model may
find it useful.
7. Discuss the 70:20:10 model of learning and its implications for learning and development within
a workplace.
8. Outline three ways that an employee could develop their skills through on the job learning.
9. Outline two formal learning options for employees.
10. Discuss at least three components of an effective performance management system.
11. Explain how a performance management system can contribute to achieving overall business
objectives.
12. Explain the link between performance management and at least two other human resources
functions.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
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Assessment Task 1 Checklist
Student’s name:
Did the student provide a sufficient and
clear answer that addresses the
suggested answer for:
Completed
successfully Comments
Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Task Outcome: Satisfactory Not Satisfactory
Assessor signature
Assessor name
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
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Assessment Task 2 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me.
I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
Student result response
My performance in this assessment task has been discussed and explained to me.
I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
Approved by Academic Manager Page 12 of 30
Assessment Task 2: Performance management process
project
Task summary
This assessment task requires you in the role of the newly appointed Human Resources Manager for Grow
Management Consultants, to develop and implement an organisational performance management process
to assist in achieving business objectives. Following this you are required to plan and deliver a training
session for managers about the new Grow Management Consultants performance management processes
you developed. You are then to evaluate the implementation of the new performance management system.
Required
Computer and Microsoft Office
Access to the internet for research
Grow Management Consultants Strategic Plan
Recruitment, Selection and Induction Policy and Procedures
Termination Policy and Procedures
Performance Management Processes Report Template
Meeting space
Role-play participants (assessor and students)
Staff Survey Results
Timing
The assessor will advise you of the due date of this submission.
Write in the due date below as advised by your assessor:
Submit
Performance Management Processes Report
Assessment criteria
Students must complete all of the activities listed and will be assessed against the assessment criteria
included in the checklist included with this task.
Re-submission opportunities
Students will be provided feedback on their performance by their Assessor. The feedback will indicate if you
have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed your assessor will explain why and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
Re-assessment attempt/ s will be arranged at a later time and date.
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt
with unfairly or have other appropriate grounds for an appeal.
Students are encouraged to consult with their assessor prior to attempting this task if they do not
understand any part of this task or if they have any learning issues or needs that may hinder them when
attempting any part of the assessment.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
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Carefully read the following:
Grow Management Consultants is a management consultancy business that was established 7 years ago
by Mark Woodward. The business started with 2 employees, being Mark as the Principal Consultant and an
Administration Officer. The business has grown significantly over the last 5 years and now employs 21 staff,
including 5 Principal Consultants, 5 Senior Consultants (1 of the Consultants is a part-time worker, 3 days a
week and two of the Senior Consultants have recently joined the organisation on a contract basis for up to
one year), 4 Customer Service Officers, a General Manager and a Human Resources Manager and Human
Resources Assistant (part-time, 2 days a week).
Mark is now the CEO of the company and manages the 5 Principal Consultants. Barry, one of the Principal
Consultants manages the five Senior Consultants. The General Manager is the Manager for all of the
remaining staff. There are two offices, one in the CBD and the other in an outer suburb. A new Strategic
Plan has been recently been developed to guide the organisation over the next three years.
Three years ago as the business started to take on more staff, a performance management system was
discussed but never implemented. With the development and implementation of the new Strategic Plan and
the emphasis on developing staff, the CEO is committed to the development of a new performance
management process to address the needs of the organisation.
Currently the organisation has a number of human resources policies and procedures in place, including a
recruitment, selection and induction policy and procedure and a termination policy and procedure.
Complete the following activities:
1. Develop performance management processes
As the newly appointed Human Resources Manager, you have been tasked with developing and
implementing a performance management system for Grow Management Consultants. You are required to
review the existing human resources policy and procedures as well as the organisation’s Strategic Plan and
develop a proposed performance management process for Grow Management Consultants. You should
document this in a report to present to the management team for feedback and approval.
The first part of this assessment requires you to review the scenario information to identify the issues that
need to be considered when developing an updated performance management process for the organisation.
You should also review and analyse the Strategic Plan to identify relevant objectives and policies that
should be reflected in the revised performance management processes. You should also review existing
human resources policies and procedures to identify where a performance management process can fit in
with existing processes.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
Approved by Academic Manager Page 14 of 30
Following this you will need to develop a report to present to the management team (your assessor) on the
new performance management processes. The report should address the following:
A summary of the current situation at Grow Management Consultants with regard to performance
management process and existing policies and procedures.
Proposed objectives for performance management processes within Grow Management
Consultants that align to the organisation’s goals and objectives as identified in the Strategic Plan
and that will assist the organisation to build its capability.
Proposed performance management processes including:
o Performance planning Including:
development of employee work plans based on job role
inclusion of major work goals/tasks in work plan
procedures for setting key performance indicators for tasks/deliverables in the work
plan
Identifying performance gaps
o Design of learning and development strategies and plans
o Timing of performance reviews; ongoing progress reviews as well as formal reviews.
o Effective feedback as part of the performance management process
o Performance management and talent management
o How performance management processes will apply to contract staff.
Email your report attached to an email to the CEO (your assessor). Your assessor will advise you of receipt
of the report and a date and time for the meeting.
2. Meet with the management team
The next part of the assessment requires you to meet with the management team to seek feedback on your
recommended performance management processes.
At the meeting, you should go through your report that you have developed, carefully explaining your
proposed performance management processes.
The management team (your assessor) will discuss the proposed processes with you and will provide you
with feedback. During the meeting, you should reach agreement on the key features of the performance
management process.
During the meeting, you will be required to demonstrate effective communication skills including:
Speaking clearly and concisely
Responding to questions
Active listening skills.
Following the meeting send a summary of the finalised performance management processes via email to
your assessor.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
Approved by Academic Manager Page 15 of 30
3. Plan training session
Assume that performance management processes you developed have been given final sign off by the
CEO. Your task now is to develop a training session to deliver to the Managers of Grow Management
Consultants to assist them in implementing the new performance management processes.
Your training session will need to run for at least 30 minutes and address all of the following:
An overview of the new performance management processes
Developing employee work plans and that include major work goals/tasks and key performance
indicators.
How to develop key performance indicators as per the performance management process
Developing learning and development plans as part of the performance management process.
Timing of performance reviews, including progress reviews as well as formal reviews.
Effective feedback techniques
Talent management as part of the performance management process
You should develop PowerPoint slides that include graphics to assist with interest and understanding.
Send your completed power points to your assessor prior to the training session. Your assessor will advise
you of the date and time that you will deliver your training session.
The training session will draw on the report provided by the student. The following link also provides
information about performance management review processes. You can also use this information to guide
your assessment of the student’s training session.
http://www.business.vic.gov.au/hiring-and-managing-staff/staff-management/review-staff-performance
4. Deliver training session
The final part of the assessment task requires you to present your training session to staff. Staff will be role-
played by your assessor and two other students.
During the training session you will need to demonstrate effective communication skills, including speaking
clearly and maintaining eye contact with the audience. You will also need to ask questions to confirm
audience understanding, as well as answer any questions.
Assume that it is 12 months later and a general staff survey has been conducted. As the Human Resources
Manager you are reviewing the summary results of the survey to assess what it tells you about the
effectiveness of the performance management system.
5. Evaluate performance management system
Develop a short report about the effectiveness of the performance management system, including a
summary of issues arising based on the staff survey, as well as at least two recommendations for improving
the system based on the Staff Survey Results. Send your report via email to your assessor.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
Approved by Academic Manager Page 16 of 30
Assessment Task 2 Checklist
Student’s name:
Did the student:
Completed
successfully Comments
Yes No
In the report, provide an analysis of City Accountant’s
Strategic Plan and identify relevant policies and
objectives that will be addressed in the new integrated
performance-management processes?
In the report, document identified objectives for
performance-management processes to support
organisational strategy and goals and to build
organisational capability?
In the report, report on methods and processes that will
be used to assist Managers in developing key
performance indicators for all staff who report to them?
In the report, document timeframes for formal
performance management sessions?
In the report, document processes that will be used for
formal performance management sessions?
In the report, document effective feedback processes?
In the report, identify talent management processes?
In the report, explain how the performance management
processes developed will allow for the performance
management of contractors?
At the meeting, discuss the proposed performance
management processes and seek feedback from the
management team?
Provide training on the new performance management
processes including:
An overview of the new performance management
processes
Developing employee work plans and that include
major work goals/tasks and key performance
indicators.
How to develop key performance indicators as per the
performance management process
Developing learning and development plans as part of
the performance management process.
Timing of performance reviews, including progress
reviews as well as formal reviews
Effective feedback techniques
Talent management processes
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
Approved by Academic Manager Page 17 of 30
Student’s name:
Did the student:
Completed
successfully Comments
Yes No
Performance review processes for contractors?
Provide an evaluation of the performance management
system in a short report based on review of staff survey
and identify areas for improvement?
Task Outcome: Satisfactory Not Satisfactory
Assessor signature
Assessor name
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
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Assessment Task 3 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me.
I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
Student result response
My performance in this assessment task has been discussed and explained to me.
I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
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Assessment Task 3: Dispute and termination project
Task summary
This assessment task requires you to assist a Manager to manage a staff performance issue, including
dispute resolution and termination of employment.
Required
Computer and Microsoft Office
Access to the Internet for research
Fair Work Ombudsman Effective Dispute Resolution Guide
Termination Policy and Procedures
Timing
The assessor will advise you of the due date of this submission.
Write in the due date below as advised by your assessor:
Submit
Three emails to your manager (your assessor)
Email to Janice (your assessor)
Screenshot sent to your assessor as an attachment
Assessment criteria
Students must complete all of the activities listed and will be assessed against the assessment criteria
included in the checklist included with this task.
Re-submission opportunities
Students will be provided feedback on their performance by their Assessor. The feedback will indicate if you
have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed your assessor will explain why and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
Re-assessment attempt/ s will be arranged at a later time and date.
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt
with unfairly or have other appropriate grounds for an appeal.
Students are encouraged to consult with their assessor prior to attempting this task if they do not
understand any part of this task or if they have any learning issues or needs that may hinder them when
attempting any part of the assessment.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
Approved by Academic Manager Page 20 of 30
Assessment Task 3 Instructions
Carefully read the following email received from one of the Managers at Grow Management Consultants.
Dear Human Resources Manager
I am writing to discuss an issue that I am currently having with a staff member, Janice White.
As you know, Janice was employed as an Administration Officer some months ago. Her work is of a high
standard, but unfortunately she is consistently late for work – usually somewhere between 30 minutes and
an hour. She does make this time up at the end of the day, but it creates problems for us at the beginning of
the day, as there is no one to answer phones and other staff who are also trying to do their own work then
have to answer phones.
I am unsure of how to approach this situation and I’ve also been told that Janice is having some personal
issues. Janice’s next performance review isn’t for another three months.
I would appreciate your feedback on this matter.
Kind Regards
Manager
Complete the following activities:
1. Advise on performance monitoring and intervention
Based on your review of the above case study information and the performance management processes
that you developed in the previous assessment task, send an email to the Manager (your assessor) advising
of the performance management process that must be followed, including documenting of all associated
meetings and correspondence.
Your email must be in clear and concise English.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
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Assume you receive a further email from the Manager as follows:
Dear Human Resources Manager
I had what I thought was a good chat with Janice about her ongoing lateness. Janice confided in me about
her personal problems and as I suggested she access the company’s counsellor.
We also talked about the need for Janice to ensure she is on time as the phones need to be answered and
this is part of her job role. It is clearly stated in her job description. Janice advised that she will ensure she is
on time but she also said that she thinks it is unfair that other staff are able to work flexible working
arrangements and that she isn’t. She also emphasized that she always makes up for the time at the end of
the day when she is late.
For the last two weeks, Janice has been on time despite her disagreement with her work arrangements.
However, she has started to be consistently late again. I spoke to her again and this time Janice said that
she isn’t prepared to always have to arrive at 9 am when other staff have flexible working arrangements.
She said she’d try and be there most of the time but couldn’t always guarantee it.
She also has not accessed the counselling service to my knowledge. Janice is a hard worker bur the
situation is not acceptable. Please advise of the next formal steps that should be taken.
Kind Regards
Manager
2. Advise on dispute resolution procedures
Carefully review the case study information above, as well as the information at the following link and the
Fair Work Ombudsman Best practice dispute resolution guide:
http://www.industrialrelations.nsw.gov.au/oirwww/Employment_info/Managing_employees.page
In addition, review legislation on flexible working arrangements noting that Janice is aged 30 and does not
have any dependents.
https://www.fairwork.gov.au/employee-entitlements/flexibility-in-the-workplace/flexible-working-
arrangements
When you have completed your review, send an email to the Manager advising of the procedures that
should be followed now. You should also send an email to Janice advising of the issue and the procedures.
Use the STAR method of feedback in your email to Janice.
Your emails must be in clear and concise English. Send both emails to your assessor for marking.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
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Assume that the disciplinary/dispute resolution process has been completed and it was found that Janice’s
behaviour was inconsistent with her job role and therefore that her employment must be terminated. At this
points, assume that Janice has been with the company for 9 months.
3. Provide support for termination
Review the termination policy and procedure and send a final email to the Manager confirming the
procedures that are to be followed. In your email, you must ensure that you confirm to the Manager of the
legislative basis upon which the termination is based.
4. File documentation
When you have completed all of the above tasks, create a folder and store all of the correspondence
associated with this matter. Send a screen shot of the folder and its contents to your assessor. This will
demonstrate your ability to ensure that documents are accessible within the filing system and that they are
stored securely.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
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Assessment Task 3 Checklist
Student’s name:
Did the student:
Completed
successfully Comments
Yes No
Provide relevant advice to manager about
regular performance monitoring and
counselling for Janice according
performance management procedures?
Provide relevant advice to the manager
about counselling and disciplining Janice
according to dispute resolution
procedures?
Articulate dispute-resolution processes to
both the Manager and Janice as per the
dispute resolution guide?
Provide relevant advice on termination to
the Manager according to the termination
procedures and legislation?
File all correspondence in a logically titled
folder?
Task Outcome: Satisfactory Not Satisfactory
Assessor signature
Assessor name
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
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Assessment Task 4 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me.
I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
Student result response
My performance in this assessment task has been discussed and explained to me.
I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
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Assessment Task 4: Learning and development planning
project
Task summary
In this assessment task you are required to design and develop a learning and development plan for a
group of staff, as well and deliver and monitor learning activities.
Required
Computer and Microsoft Office
Access to the internet for research
Staff Performance Appraisal A
Staff Performance Appraisal B
Learning and Development Plan Template
Seminar Plan Template
Timing
The assessor will advise you of the due date of this submission.
Write in the due date below as advised by your assessor:
Submit
Learning and development plan
Redundancy and redeployment policy and procedure
Assessment criteria
Students must complete all of the activities listed and will be assessed against the assessment criteria
included in the checklist included with this task.
Re-submission opportunities
Students will be provided feedback on their performance by their Assessor. The feedback will indicate if you
have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed your assessor will explain why and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
Re-assessment attempt/ s will be arranged at a later time and date.
Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt
with unfairly or have other appropriate grounds for an appeal.
Students are encouraged to consult with their assessor prior to attempting this task if they do not
understand any part of this task or if they have any learning issues or needs that may hinder them when
attempting any part of the assessment.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
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Assessment Task 4 Instructions
Carefully read the following:
Assume that you are planning learning and development for the customer service staff employed by Grow
Management Consultants. Customer service staff have a range of functions including handling customer
enquiries, handling complaints, generating sales leads and keeping records of all customer interactions.
Currently you are planning the team’s professional development for the next 12 months. The company’s
policy is that learning and development planning is to be based on a review of staff performance appraisals,
as well as any other relevant information including relevant industry trends and industry competency
standards.
Company policy is that each for staff member there is a budget of $1,000 for external professional
development opportunities. Generally, most professional development will be undertaken in-house by Team
Leaders and specialist staff, including the Sales Manager and Human Resources Manager as applicable.
All learning plans are required to be documented in the Learning and Development Plan Template.
Complete the following activities:
1. Develop a learning and development plan
Analyse the Staff Performance Appraisal A. Make notes on key professional development needs of staff
based on your analysis.
Research the Internet and identify current trends in customer service. Identify at least three trends and
make notes on these.
Review the following two core units of competency in the Certificate III in Customer Engagement, the
benchmark qualification for customer service staff:
http://training.gov.au/Training/Details/BSBCUE307
http://training.gov.au/Training/Details/BSBCUS301
Read through these units and for each unit of competency, write down at least three key skills and at least
three area of knowledge that a customer service officer needs.
Based on your review of all of the above, develop a learning and development plan for your team of
customer service staff using the template provided to you by your assessor.
The learning and development plan must include:
Overall objectives
At least six learning and development activities (at least one every two months) and be based on
the analysis and research you have conducted.
The learning activities should be a mixture of both in-house and external activities and suit a range
of learning styles. Assume that $1000 per staff member has been allocated for external activities.
When you have completed your learning and development plan, you are required to send it to via email your
team (this will be your assessor) for feedback.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
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Assume that you have received approval for one of the formal activities from the learning and development
plan you developed.
Grow Management Consultants has the following procedures for contracting training providers:
Email administration to advise of the approved training, and include:
a. Summary of training activity
b. Details of provider (name, address, email and phone number)
c. Cost of activity
2. Contract provider for external training
Based on the above information, send an email to administration (your assessor) advising of the training to
be purchased.
3. Develop seminar outline
The next part of this assessment requires you to plan for a short lunchtime seminar for staff. It should relate
to one of the key skills and/or knowledge requirements that you identified in Assessment Task 2 for your
team of customer service officers.
The seminar you develop must be of 30 minutes’ duration and include a range of activities. It should include,
as a minimum, a PowerPoint presentation outlining key points, a video about the topic to add interest to your
presentation, a practical activity, and time for discussion.
Use the Seminar Plan Template provided by your assessor to develop an outline for the seminar that
addresses:
Seminar title
Learning objectives
Introduction to the topic and overview of session
Key learning points
Timings for each part of the session
A video to illustrate concepts
Practical activity
Time for discussion
When you have completed the session outline, send it to your assessor for review and feedback as
required.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
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4. Deliver training
Present the learning and development activity on the date and time as advised by your assessor.
Your assessor will organise at least three other students to participate in the session.
During the seminar, you will be required to demonstrate effective communication skills including:
Speaking clearly and concisely
Encouraging participation through positive feedback and clear directions
Responding to questions
Active listening techniques
5. Monitor learning and development activities
Assume that it is 12 months later and that all of the learning and development activities planned for the year
have been conducted.
Grow Management Consultant standards to measure the effectiveness of learning and development
activities is that at all staff have either maintained or improved their performance rating based on
participation in the training.
Review the Staff Performance Appraisal B document provided to you. It shows an outline of learning and
development activities conducted, as well as performance ratings following participation in the learning
activities. Compare the results with the previous staff performance appraisal and assess the effectiveness of
the learning and development activities conducted.
Submit a brief report to your assessor outlining your analysis.
Assessment Tasks for
BSBHRM512 Develop and manage
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Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
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Review the following email received from the Office Manager
Hi Human Resources Manager
Recently four of my staff attended a successful communication techniques workshop with Sales Training
Australia. The cost of the session was $200 per staff member.
All of the staff came back after the all day workshop complaining of the following:
The workshop was very disorganised – it was supposed to start at 9.30 am and finally commenced
at 10.30 am due to technical problems with the projector.
The content of the workshop was, according to staff, ‘101’ communication techniques and no one
learnt anything.
There was no practical component – it was a dry lecture format.
Under the circumstances I would like the human resources department as the organiser of this training to
put in a complaint to this provider and seek compensation of some form.
Kind Regards
Manager
6. Negotiate remedial action
Review the information above and consider what form of remedial action you could seek from the training
provider. Based on your review, write an email to the provider to outline the issues and to negotiate remedial
action.
7. File documents
File all the documents that you have developed and been provided with in clear and logical files as you
would in a real workplace situation. Take screen shots that show how you have organised all of your files
within folders.
Assessment Tasks for
BSBHRM512 Develop and manage
performance-management processes
Assessment tasks for BSBHRM512 Develop and manage performance-management processes Jasmine Education Group Version 2.1
Last Updated: 1 November 2018 Next Review Date: 1 November 2020
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Assessment Task 4 Checklist
Student’s name:
Did the student:
Completed
successfully Comments
Yes No
Design and develop learning and development plans
to encourage effective performance for the customer
service staff based on:
Learning needs identified from the
performance appraisal
Customer service trends
Key skills and knowledge as identified from national
units of competency?
Prepare and deliver a learning activity as identified in
the learning and development plan to meet identified
needs on the agreed date and time?
Prepare an email according to organisational
procedures for contracting training providers and that
includes:
Summary of training activity
Details of provider (name, address, email
and phone number)
Cost of activity?
Report on learning and development activities to
identify whether they have met required needs and
standards?
Send an email to the identified training provider to
negotiate remedial action?
Task Outcome: Satisfactory Not Satisfactory
Assessor signature
Assessor name
