Home - THH02 - THHGLE06B
Monitor staff performance
|Unit Descriptor||This unit deals with the skills and knowledge required to monitor staff performance, within the framework of established performance management systems. It includes the skills to conduct structured performance appraisal and formal counselling sessions. A more strategic approach to performance management can be found in unit BSBHR601A Manage performance management systems from the Business Services Training Package.|
|1 . Monitor performance and provide feedback to staff||
|2 . Recognise and resolve performance problems||
|3 . Implement performance management systems||
|Key Competency||Examples of Application||Performance|
|How can information be collected, analysed and organised?||Running a consultation session on a new performance appraisal system Conducting an informal counseling session||3|
|How are ideas and information communicated within this competency?||Gathering and analysing sales results achieved by staff members||3|
|How are activities planned and organised?||Co-ordinating a series of 6-monthly performance appraisal interviews, including scheduling and preparation of all documents||2|
|How are problem solving skills applied?||Providing constructive feedback to a colleague who is struggling to meet sales targets||3|
|How are mathematical ideas and techniques used?||-||0|
|How is use of technology applied?||Developing and following through on a solution with a team member who is consistently providing difficulties for other team members||3|
|How is team work used within this competency?||Using human resource management software for the performance appraisal process||1|
Expected standards of performance and performance problems may relate to
level of accuracy in work
adherence to procedures
customer service standards
Recognition of achievement may include
acknowledgment of an individual's good performance to the whole team
presentation of awards
written report to management.
Solutions to performance problems may include
assistance with problems outside of the workplace
adjustment of workload
re-organisation of work practices
agreement on short-term goals for improvement.
Issues to be considered in performance evaluations may include
type of assessment (eg. self, peer, team, productivity indicators)
methods of collecting performance data
methods of interpreting performance data
processes for performance appraisal interviews.
Required procedures for a formal counselling session may include
formal notification to staff member and/or management
invitation of appropriate people
organisation of appropriate location for counselling session.
Essential Knowledge and Skills to be Assessed
The following knowledge and skills must be assessed as part of this unit:
understanding of the performance management concept within an organisation
types of performance standards and performance management systems applicable to tourism and hospitality workplaces
the role and importance of feedback and coaching, including appropriate communication, in relation to monitoring staff performance
knowledge of performance appraisal techniques and systems including:
reasons for performance appraisal
types of performance assessment
compiling and using performance data
protocols and procedures for performance appraisal interviews
procedures for formal counselling sessions
communication skills including active listening, questioning and using appropriate non-verbal communication in specific relation to counselling, providing feedback and coaching
knowledge of industrial relations, Equal Employment Opportunity and diversity issues which impact on monitoring staff performance.
Linkages to Other Units
This unit must be assessed with or after the following units. These units describe skills and knowledge that are essential to this unit of competence:
THHGTR01B Coach others in job skills
There is also a strong link between this unit and a range of other units carried out by supervisors and managers in the workplace. Depending upon the industry sector and workplace, combined training and assessment may be appropriate. Examples include:
THHGLE01B Monitor work operations
THHGLE03B Develop and implement operational plans
THHGLE08B Lead and manage people
Note: Knowledge of specific legal issues is required within this unit. This means that there is some duplication with the generic unit THHGLE20B Develop and update the legal knowledge required for business compliance. Repetition should be avoided in training and assessment.
Critical Aspects of Assessment
Evidence of the following is critical:
knowledge of typical procedures and processes for formal performance management and counselling
ability to demonstrate appropriate communication skills to provide supportive feedback and guidance to colleagues.
Context of Assessment and Resource Implications
Assessment must ensure:
project or work activities that allow the candidate to address typical performance management issues found in tourism or hospitality workplaces
interaction with others to demonstrate appropriate communication skills.
For generic pre-employment training and assessment, a range of industry contexts must be addressed. Where the focus is sector or workplace specific, training and assessment must be tailored to meet particular needs.
Assessment methods must be chosen to ensure that performance management skills can be practically demonstrated. Methods must include assessment of knowledge as well as assessment of practical skills.
The following examples are appropriate for this unit:
evaluation of reports prepared by the candidate detailing how performance management issues may have been addressed during the conduct of a team project
evaluation of projects conducted by the candidate in conjunction with industry practitioners to develop performance management approaches for different workplaces
role-play to provide feedback, conduct a performance appraisal or formal counselling session
review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.