In the past four weeks, Jane Matthews, a dedicated staff member, has showcased exceptional behaviour and continuous improvement across all six core value areas. Her unwavering commitment to adherence to procedures,

Assessment 2 Practical Demonstration

You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

Tasks

This section of the assessment requires you to demonstrate the skills and knowledge required to monitor staff performance within the framework of established performance management systems.

The following activities are based on a large company called WolfPak, you are employed by WolfPak as a Customer Service Manager who is responsible for managing the performance of three (3) employees.

Review the following information to gain a comprehensive understanding of WolfPak

• Appendix A - Company Overview (to assist you in understanding the business operations)
• Appendix B - WolfPak Mission Statement and Core Values
• Appendix C – Performance Standards and Key Performance Indicators (KPIs)
• Appendix D - WolfPak Policies and Procedures
• Appendix E – WolfPak Customer Operations Organisational Chart
• Appendix F - Staff Profiles (outlining information about the three (3) staff members that you are responsible for)

Please note you may choose to use a digital application to document the requirements in each of the activities below, if you choose to use a digital application, use the headings and information provided within the templates to ensure that all requirements are captured. If you have any questions regarding this, please discuss with your Assessor.

Complete the following activities:

Activity 1 Consultation Session 

For this assessment activity, you are required to engage in a 15-minute role-play discussion with your three (3) staff members to communicate and establish expected performance standards. Use the information provided in Appendix A – Appendix F to assist with this activity.

You will play your role as Customer Service Manager and your fellow students will play the roles of each of the staff members.

(See Appendix F for Staff Profiles that your fellow students may play)

During this consultation session, you are required to:

• Inform your staff members about the expected standards of performance in WolfPak
• Engage in consultation with your staff members to gather insight and feedback on performance standards
• Implement your Performance Management System, using the WolfPak Performance Management Policy (Appendix D) as a basis.

Activity 2 Monitoring Performance

For this assessment activity, you are required to monitor and appraise your staff member's performance based on their behaviour and performance in the attached Activity 2 - Scenario.

Use the information provided in the Activity 2 Scenario to conduct a performance appraisal of each staff member, you will base the review on their performance described in the scenario against the established performance standards.

As part of your Performance Appraisals, you are required to:

• Examine and review information provided in the Activity 2 Scenario to identify performance problems and the need for further coaching or training
• Schedule the required training or coaching.

Activity 3 Addressing Performance Problems 

For this assessment activity, you are required to engage in a role-play coaching session with each of your three staff members to address the performance problems identified in Activity 2.

You will play your role as Customer Service Manager and your fellow students will play the roles of each of the staff members.

(See Appendix F for Staff Profiles that each of your fellow students may play)

Your Assessor will be observing you during this activity.

To effectively address these performance issues you are required to:

• Investigate the performance problems and evaluate contributing factors to poor staff performance
• Conduct coaching and informal counselling with each staff member to address performance problems
• Provide staff members with guidance and support to enhance their work performance
• Provide feedback to each staff member
• Engage in consultation to discuss and agree on possible solutions

Record your participation in this activity using the Activity 3 – Reflection Card provided.

(Please Note: a separate reflection card must be completed for each staff member during their coaching session)

Activity 4 Performance Follow-up

For this assessment activity, you are required to conduct a follow-up review based on their behaviour and performance in the attached Activity 4 - Scenario.

Use the information provided in the Activity 4 Scenario to conduct a follow-up review of each staff member based on the coaching and informal counselling you conducted in Activity 3.

As part of this review, you are required to:

• Examine and review the outcomes of the coaching and informal counselling you conducted (Use information in the Activity 4 Scenario)
• Establish the ongoing performance issues
• Establish the effect that each individual’s performance has on the team
• Prepare to conduct a formal counselling session
• Schedule a formal counselling session for each staff member

Activity 5 Managing Performance 

For this assessment activity, you are required to engage in a role-play to conduct a formal Counselling/Performance Management session, based on the ongoing performance issues of your three (3) staff members.

Use the information you have established in Activity 2 (initial issues) and Activity 4 (ongoing issues)

You will play your role as Customer Service Manager and your fellow students will play the roles of each of the staff members.

During the formal Counselling/Performance Management session, you are required to:

• Conduct individual performance evaluations openly and fairly
• Provide effective feedback and counselling to each staff member
• Agree on courses of action and follow up to enhance individual and team performance
• Complete and file required Performance Management Records (Activity 5 – Task Card)

Activity 6 Recognising Performance 

For this assessment activity, you are required to engage in a role-play activity with your staff member Jane, based on the scenario provided below.

Scenario

In the past four weeks, Jane Matthews, a dedicated staff member, has showcased exceptional behaviour and continuous improvement across all six core value areas. Her unwavering commitment to adherence to procedures, demonstrated by a remarkable compliance rate of 99%, has significantly contributed to the team's efficiency. Jane's outstanding customer service, reflected in a stellar CSAT score of 97%, has garnered praise from satisfied clients.

Jane has made an amazing transformation since your counselling/Performance Management session four (4) weeks ago and is now consistently maintaining a professional appearance at 100%, Jane sets a high standard for personal presentation.

Notably, her productivity has reached new heights with an efficiency rate of 98%, positively impacting overall team performance. Jane's punctuality at 100% and an average response time of 1.5 hours showcase her dedication and effectiveness. In recognition of her exceptional achievements, Jane receives a certificate of achievement, a monetary reward, and company-wide acknowledgment, solidifying her status as an exemplary staff member.

You have decided that it is essential to provide recognition and reward to Jane for her achievements and outstanding performance.

During your role-play with Jane, you are required to:

• Recognise Jane’s outstanding performance, taking into account the performance Management Policy requirements.

Assessment Summary

Objective:
The assessment requires students to demonstrate their ability to monitor, manage, and improve staff performance within a structured Performance Management System at a large company, WolfPak.

Key Requirements:

• Act as a Customer Service Manager responsible for three staff members.
• Conduct consultation sessions to communicate expectations.
• Monitor and appraise staff performance based on scenarios provided.
• Address performance problems through coaching and informal counselling.
• Conduct follow-up performance reviews to evaluate improvements.
• Implement formal counselling/performance management sessions when ongoing issues exist.
• Recognize and reward exceptional staff performance.
• Maintain accurate records and reflections at each stage.

Core Skills Covered:

• Communication and consultation
• Performance appraisal and analysis
• Coaching, counselling, and feedback delivery
• Planning and scheduling staff training
• Recognition and reward systems
• Record keeping and reflection

Approach and Step-by-Step Guidance

The Academic mentor guided the student using a structured, stepwise approach, ensuring comprehension and practical application:

1. Consultation Session (Activity 1):

• Mentor explained the importance of setting clear performance expectations.
• Student practiced a 15-minute role-play with staff members using the staff profiles.
• Guidance included active listening, gathering feedback, and introducing the WolfPak Performance Management System.

2. Monitoring Performance (Activity 2):

• Mentor taught the student to evaluate staff performance against KPIs and performance standards provided in the scenario.
• Student identified performance gaps and training/coaching needs, noting issues for follow-up.

3. Addressing Performance Problems (Activity 3):

• Mentor demonstrated effective coaching and informal counselling techniques.
• Student conducted role-play sessions with each staff member, focusing on:
  • Investigating performance issues
  • Providing guidance and support
  • Discussing possible solutions collaboratively
• Reflection cards were completed for documentation of interactions.

4. Performance Follow-up (Activity 4):

• Mentor explained how to assess improvements post-coaching.
• Student reviewed outcomes from Activity 3, established ongoing issues, and scheduled formal counselling sessions for persistent problems.

5. Managing Performance (Activity 5):

• Mentor guided the student on formal performance management processes.
• Student conducted individual performance evaluations, provided constructive feedback, and agreed on corrective actions.
• Performance records were accurately documented using the provided task cards.

6. Recognising Performance (Activity 6):

• Mentor emphasized the importance of recognition and reward in staff motivation.
• Student role-played with Jane, highlighting her improved performance, and awarded recognition per policy guidelines.
• Learning focused on linking performance improvement with employee engagement and morale.

Outcome and Learning Objectives Covered

Outcome Achieved: