Monitor Staff Performance

SITXHRM006A – Monitor staff performance - Assessment 1

Student name: ____________________________

Instructions:

There are a total of four (4) parts to complete, as follows:

Part A – consists of short response questions.

Part B – consists of extended response questions.

Part C – consists of writing a competency-based job description

Part D – consists of developing a performance appraisal.

Securely attach your answers on separate sheets that clearly identify the question to which you are responding and number the pages in sequence. At the end of each answer, allow adequate space (at least 6-8 lines), for the teacher’s comments and feedback.

You will be assessed on how well you interpret each task request and how you structure each according to layout, sequencing and by providing all relevant and applicable details for each task.

This is an ungraded unit. Your result is based on the evidence you provide to meet the criteria for competence as specified in the unit of competency and grading criteria. You will receive a result of Achieved Competency (AC) or Not yet Competent (NC).

Information on how to submit your assignment is located on the OTEN website under your OLS log-in.

Tasks/Questions

Part A: Short response questions

Use your communication skills to rephrase the sentences below making their tone more positive.

Question 1

“Our sales are down in the retail department and it is glaringly obvious you have contributed to a loss in business!”

Question 2

“Please don’t bring your personal issues to work again. I am not really concerned about your home life, only what happens to her at the office.”

Question 3

“You look and smell like you’ve just rolled out of bed. Did you even shower this morning?”

Question 4

“You make no effort to get along with your team and it seems like nobody likes you.”

Question 5

“I don’t care that you have to travel for two hours to get here every day, just get here on time.”

Part B: Extended response questions

Question 1

Explain the importance of monitoring staff performance.

Question 2

Identify five (5) possible solutions to managing poor performance.

Question 3

Explain how you can provide feedback and reward staff achievements.

Question 4

Explain how you can recognise and resolve performance problems in the workplace.

Question 5

Explain how you can implement a performance management system.

Question 6

Explain why a performance management and training/learning system is important.

Question 7

What is the benefit of performance appraisals? Discuss this in relation to:

(i) employees

(ii) managers, and

(iii) organisations.

Question 8

Why is managing poor performance an essential part of peformance management?

Part C: Write a competency-based job description

You are the Reservations Manager of a Wholesale travel company. You have placed the following job advertisement for a Reservations Sales Agent in a national newspaper.

Instructions

You are to write a competency-based job description based on this Reservations Sales Agent job you have advertised. Use the job description sample template provided to complete this task.

You may refer to resources such as the text book Management Theory and Practise, Kris Cole, 4th edition, Pearson Australia (Chapter 15) and the Travel Industry Careers website at: www.travelindustrycareers.org .

Job advertisement:

Reservations Sales Agent - The Global Touring Company

Reservations Sales Agent

We are expanding and looking for our next superstar! Enjoy a great team, wonderful product and brilliant benefits. Join us!

THE COMPANY The Global Touring Company is Australia’s leading independent holiday specialist with over 20 years experience, currently offering over 12,000 products in 55 countries. Its outstanding service and product range has been recognised for five years running as winner of Best Wholesaler, Annual National Travel Industry Awards from 2006 to 2010.

THE ROLE The Reservations Sales Agent role is to book, sell and promote The Global Touring Company product range to Travel Agents over the phone. You will be an integral part of a dynamic and productive team. The position reports to the Reservations Manager and will involve some shift work to meet national business hours. Duties and responsibilities include:

· Handling incoming call enquiries from Travel Agents

· Quote and book The Global Touring Company product range

· Up-sell flights, accommodation and tour options

· Handling booking updates and administration

· Providing excellence in customer service

· Meeting sales, service and call targets

EMPLOYEE TESTIMONIALS

1. "I like being a Reservations Agent because of the diversity of the role. Dealing with so many beautiful destinations & talking to different people makes the day enjoyable. It’s a great feeling knowing that you have played a part in what could possibly be someone’s first overseas holiday, or even something as special as a honeymoon. It is a very rewarding role." Renee, Reservations Sales Agent 2. "Around the world in 7.5 hours - where will I travel today? Working in a continuous learning environment, providing my knowledge to travel agents ensures a challenging and interesting day." Sally, Reservations Sales Agent APPLICANTS To be a part of The Global Touring Company, you must have a passion for travel along with a drive for excellence and the ability to work individually as well as in a team. A relevant industry qualification would be preferred in addition to customer service experience. International travel experience is highly desired. Clear and concise verbal and written communication skills are essential to excel within the role. Sell the world’s most fabulous & exciting holiday destinations in a fun team environment where YOU reap the rewards! TO APPLY Hit “Apply Now” button, attention Reservations Manager. Applications close 30th March 20XX.

The Global Touring Company is an Equal Employment Opportunity Employer

Location: Perth CBD, Inner & Western Suburbs

Work type: Full Time

Classification: Hospitality & Tourism; Travel Agents/Consultants

You must have the right to live and work in this location to apply for this job.

Job description sample template:

The Global Touring Company Job description
Date:	01 March 20XX (Date that job description was written).
Position:	Title of position.
Reports to:	Name of supervisor/manager this job reports to.
Approved by:	Signature of supervisor/manager.
Job summary:	State the general nature, level and purpose of the job and provide a brief description of the duties and responsibilities. NB: It may be easier to write the general summary after completing other sections of the job description.
Reporting relationships:	Provide the staff member(s) that report to this job.
The essential role and duties & responsibilities of job:	Identify the essential role required to be performed in this job. The essential functions should state the purpose of the work and the duties and responsibilities to be performed. Please complete this section in bullet form.
Skills, knowledge and abilities required:	List skills, knowledge and abilities required in order to carry out the duties and responsibilities of the job. Include individual and team based skills.
Qualifications and/or previous work experience:	This section should include the required educational background and/or work experience.
Additional information:	List any physical requirements required for employment if necessary. This would describe activities such as bending, lifting, walking, sitting, turning, repetitive motion, and any environmental conditions. NB: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This section need only be completed when the job has specific physical demands; otherwise it can be removed.

Part D: Develop a performance appraisal

Organisations assess different skills and abilities depending on the job and the organisation’s employee profile. Some typical areas for performance appraisal assessment are:

· Job knowledge

· Quality of work

Instructions

1. You are to use the sample template provided to develop a performance appraisal based on the competency-based job description you completed in Part C for a Reservations Sales Agent in your Wholesale travel company.

Your new employee who filled the Reservations Sales Agent position is Sarah Harrison. It is now three (3) months since Sarah commenced in this position and you are required to conduct a performance appraisal of her.

You consider that Sarah is well informed on all aspects of her duties as her job knowledge – both systems based and product knowledge is satisfactory. She is cooperative and always willing to assist her colleagues with her knowledge. However her quality of work is really not yet quite up to standard as she consistently makes common mistakes that could be avoided if she would apply more effort to check for accuracy and ensure neatness in her work.

The performance appraisal sample template for this task includes the two (2) typical areas for performance appraisal assessment listed above together with a performance rating-scale method. You must outline each area for assessment, by providing a brief description related to Sarah’s actual performance.

Performance appraisal sample template:

PERFORMANCE APPRAISAL REPORT
Employee:	Date of employment:	Department:
Present job position:	Manager/supervisor:
Qualifications/experience:
Rate performance along scale according to employee’s ability in each area.
Job knowledge Comments:	0	5	10	15	20
	Gaps in knowledge of a critical nature	Understands only routine aspects of job	Is well informed on all aspects of job	Has better than average knowledge of all aspects of job	Superior understanding of job; very well informed
· Quality of work Comments:	0	5	10	15	20
	Quality unsatisfactory	Quality not quite up to standard	Quality quite satisfactory	Quality superior	Quality exceptionally high

2. During the performance appraisal you outline and discuss your suggestions with Sarah for improving her technique when it comes to producing a higher quality of work with greater accuracy. Why is it a good idea to consult with employees when it comes to performance appraisals?

END OF ASSESSMENT