Homework answers / question archive / Canberra Institute of Technology COMPUTER 234 SITXHRM006 - Monitor staf f performance Case study D Learner assessment guide and evidence This assessment requires you to monitor staff performance, provide supportive feedback and guidance for improving performance conduct, and conduct a performance appraisal, formal counselling and training session

Canberra Institute of Technology COMPUTER 234 SITXHRM006 - Monitor staf f performance Case study D Learner assessment guide and evidence This assessment requires you to monitor staff performance, provide supportive feedback and guidance for improving performance conduct, and conduct a performance appraisal, formal counselling and training session

Computer Science

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Q1:    What are service standards?

 

Q2:    Where are an organisation’s expected service standards formally documented?

 

 

 

Q3: You decide to monitor Sophie’s performance over the next week to determine the validity of the feedback and identify any performance issues.

What techniques will you use to monitor her performance in the workplace?

 

 

Q4: List and explain the five steps involved in assessing and managing underperformance through informal feedback and coaching.

 

Task 2: Identify performance problems

 

You observed Sophie for one week and noted the following about her performance.

• Sophie has good communication skills and a friendly personality.
• She interacts well with other team members and is happy to offer assistance when they are completing lengthy or complex tasks.
• She handles customer enquiries and requests for most basic services quickly and competently.
• She asks for assistance from other team members if customer enquiries or requests for anything not normally offered by the business is a variation of existing products or services or requires her to make a decision.
• She always asks another team member to assist customers who are requesting a refund or complaining about products or services.

 

Q1:    Based on your observations and staff feedback, what area(s) of underperformance have you identified?

 

 

Q2:    What do you think are potential reasons for Sophie’s inability to meet performance standards in her job role?

 

 

 

Q3:    How are you going to investigate these potential reasons to determine the actual cause?

Q4: Indicate when (e.g., time of day, before, during, after shift), where (e.g., in work area, in private, in formal/informal meeting) and the format you are going to use (e.g., formal/informal, discussion, counselling, meeting) to discuss your performance concerns with Sophie.

 

 

Q5: Describe how you are going to communicate your observations and concerns about her performance to Sophie. Write what you would say to her. Remember, you should be giving positive and constructive feedback as well as discussing performance concerns.