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Assessment Details Qualification Code/Title Assessment Type Assessment Task 3 Time allowed Due Date Location Term / Year Unit of Competency National Code/Title SITXHRM006 Monitor staff performance Student Details Student Name Student ID IIE Student Declaration: I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source. Signature: Date: Assessor’s Name RESULTS (Please Circle) ☐SATISFACTORY ☐NOT SATISFACTORY Feedback to student: Assessor Declaration *If Student is Not Satisfactory Reassessment Required ☐ Yes ☐ No Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Signature : Date:
Is This Theory Only Task ☐ Yes ☐ No
Have student already completed practical/ Vocational Placement
Component? ☐ Yes ☐ No
© International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
Instructions to the Candidates ❖ This assessment is to be completed according to the instructions given below in this document. ❖ Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge. You will be entitled to one (1) resubmit in showing your competence with this unit. ❖ If you are not sure about any aspect of this assessment, please ask for clarification from your assessor. ❖ Please refer to the College re-submission and re-sit policy for more information. ❖ If you have questions and other concerns that may affect your performance in the Assessment, please inform the assessor immediately. ❖ Please read the Tasks carefully then complete all Tasks. ❖ To be deemed competent for this unit you must achieve a satisfactory result with tasks of this Assessment along with a satisfactory result for another Assessment. ❖ This is an Open book assessment which you will do in your own time but complete in the time designated by your assessor. Remember, that it must be your own work and if you use other sources then you must reference these appropriately ❖ Submitted document must follow the given criteria. Font must be Times New Roman, Font size need to be 12, line spacing has to be Single line and Footer of submitted document must include Student ID, Student Name and Page Number. Document must be printed double sided. ❖ This is Individual Assessments. Once you have completed the assessment, please provide the Hard copy of the Assessments to your Trainer/ Assessor. ❖ Plagiarism is copying someone else’s work and submitting it as your own. Any Plagiarism will result in a mark of Not Satisfactory.
Assessment Task 3: Performance issues management
Information for students
In this task, you are required to investigate and deal with a staff member who is not reaching the required service standards. You will need access to:
● your learning resources and other information for reference
● your Performance Management Policy and Procedures ● your Code of Conduct. Ensure that you:
● review the advice to students regarding responding to written tasks in the Hospitality Works
Student User Guide © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
Activities Complete the following activities.
- Carefully read the following It is twelve months since you carried out Terry’s last structured performance appraisal, so you are required to carry out another, as these occur annually. You have collected the following objective data on Terry’s performance:
● Terry has satisfied all requirements except that she has been late for work on
several occasions as reported to you by her direct manager.
● Customer service and team participation have met requirements.
- Conduct a structured performance appraisal on Terry (your assessor) Begin by entering the objective data into a Performance Appraisal Template and print it out to take to the appraisal with you. Review the Performance Management Policy and Procedures to determine how you should carry out the appraisals. Hold a meeting with Terry. It should not take longer than about 15 minutes. Discuss each section with the employee, taking notes in the Performance Appraisal Template. During the meeting, you will need to demonstrate effective communication skills including:
● Speaking clearly and concisely
● Using non-verbal communication to assist with understanding
● Asking questions to identify required information
● Responding to questions as required.
When the appraisal has been completed, submit the completed Performance Appraisal Terry and submit it to your assessor.
- Carefully read the following scenario © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
A month after the performance appraisal, you receive the following email: Dear Human Resources Manager, I am writing to discuss an issue that I am currently having with a staff member, Terry Lee. As you know, Terry was employed as an Administration Officer some years ago. Her work is of a high standard, but unfortunately, this month she has been 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 saw that this was noted on her most recent performance appraisal as it happened sporadically, but the issue has become severe as of the last month. I am unsure of how to approach this situation and I’ve also been told that Terry is having some personal issues. Terry’s next performance review isn’t for another three months. If you have the time, I would appreciate it if you would meet with her to discuss her punctuality. I would appreciate your assistance in this matter. Kind Regards, Administration Manager
- Send an email to Terry You are required to write an email to Terry, requesting an informal meeting with her to discuss the performance issues that have been raised by her Manager ANS:
Subject: Request for an Informal meeting
Dear Terry,
I hope this email finds you well. I wanted to reach out to you regarding a
matter that has come to our attention and discuss it in a supportive and
understanding manner.
First and foremost, I want to acknowledge the hard work and dedication you
have consistently displayed during your time as an Administration Officer.
Your contributions to the team have been greatly appreciated, and your
work has consistently met high standards.
© International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
© International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
- Participate in an informal meeting with Terry You are required to conduct a short (about 10 minutes) meeting with Terry. Prior to the meeting, review the resort’s Performance Management Policy and Procedures and ensure that the meeting meets its requirements. Use the internet to research similar organisations’ procedures for conducting performance appraisals and for conducting formal counselling sessions During the meeting, you should use positive feedback and coaching to address the employee’s performance issues. Also, during the meeting, you will need to demonstrate effective communication skills including:
● Speaking clearly and concisely
● Using non-verbal communication to assist with understanding
● Asking questions to identify required information
● Responding to questions as required.
- Send an email to Terry (your assessor) As set out in the Performance Management Policy and Procedures, you are required to document Blue Healer Spa’s ongoing expectations of the employee in an email. The email should refer to the informal meeting and what was discussed. ANS: Subject: Recap of Informal Meeting - Performance Discussion Dear Terry, I'd like to update you on the recent informal meeting I held with Terry Lee, in line with the Performance Management Policy and Procedures. During our conversation, I addressed Terry's consistent lateness, which has posed operational challenges in the mornings. I highlighted the significance of punctuality for team efficiency and organizational harmony. Terry was receptive to the feedback and acknowledged the impact of her lateness on the team. She mentioned grappling with personal issues affecting her punctuality. I reassured her of our support and stressed the value of transparent © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
© International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
- Send an email to the Administration Manager It is now two weeks since you spoke to Terry about her punctuality, and you are now required to determine whether Terry’s punctuality has improved by getting an update from the Administration Manager. ANS:
Subject: Update on Terry's Punctuality
Dear Solomon,
I hope this email finds you well. I wanted to follow up on the matter we
discussed regarding Terry's punctuality two weeks ago.
Could you kindly provide me with an update on whether there has been an
improvement in Terry's punctuality since our conversation? Your insights
will help us gauge the progress and determine the effectiveness of the
measures we discussed.
Thank you for your assistance in this matter.
Best regards,
Anish Pokhrel
Human Resource Manager
© International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
punctuality concerns and work together to find effective solutions moving
forward. We understand that personal challenges can impact our
professional lives, and we want to ensure that you have the necessary
support to overcome any hurdles.
The counseling meeting will provide us with an opportunity to delve deeper
into the issue and explore strategies that can help address the challenges
you've been facing. Our goal is to find a mutually beneficial resolution that
aligns with both your needs and the operational requirements of our team.
Please let me know your availability so that we can schedule a convenient
time for the meeting. Your openness and participation in this process are
greatly appreciated.
Thank you for your attention to this matter.
Best regards,
Best regards,
Anish Pokhrel
Human Resource Manager
© International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
- Conduct a counselling session with Terry © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
Temporary Schedule Adjustments: A short-term adjustment to Terry's work
schedule could help her better balance personal needs and professional
obligations.
Support Resources: Connecting Terry with employee assistance programs
or counseling services could provide her with additional guidance and
support.
These solutions aim to assist Terry while ensuring our team's efficiency. I
value your guidance on how to proceed given this new insight.
Thank you for your understanding and attention to this matter.
Best regards,
Anish Pokhrel
Human Resource Manager
© International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
© International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
priorities.
Thank you for your understanding and collaboration during this process.
Best regards,
Anish Pokhrel
Human Resource Manager
© International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
© International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
