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Dilpreet answered on Dec 03 2021
MANAGE PEOPLE PERFORMANCE
Table of contents
Assessment 1 4
Role play with peer manager 4
Role play between the homesware manager and the seconded employee 5
Employee work plan 7
Risk management plan 8
Assessment 2 9
Amendments to address the identified deficiencies 9
Training session 9
Assessment 3 13
Coaching plan 13
Performance Development plan 15
Role play between manager and Kim 16
Assessment 4 18
Monitoring and coaching 18
Impact of recognition and feedback on employee performance 18
Monitoring and coaching of individuals 18
Legal context of performance management 19
Seeking advice 19
Source for advice internal to the organisation 19
Source for advice external to the organisation 20
Counseling and support 20
Counseling of Kim 20
Relevant legislation 20
Relevant award 20
Support services 20
Dismissal 21
Process of termination 21
Due processes 21
References 22
Assessment 1
Role play with peer manager
This role-play will help to determine the expectations Homesware manager has for the employee and the needs of the organisation to fill in the position with the available resources.
Homesware manager: Hi, How are you?
Kim’s manager: I am good, what about you?
Homesware manager: I am good as well.
Homesware manager: Let’s discuss about the position available in Hardware and Homesware.
Homesware manager: The job is available for the position of a customer service representative who will be directly reporting to the Homesware manager.
Kim’s manager: what will be the nature of the job?
Homesware manager: Well, this will be a secondment job. Once the customer representative will resume his duties, your candidate shall be released to join you back within your team.
Kim’s manager: That is all right. For this position, I would like to suggest Kim. She is one of the most efficient and sincere employees our organisation has.
Homesware manager: That sounds great. Kim will be working as customer service representative for hardware and home products and will be reporting directly to the Homesware manager.
Homesware manager: Her job responsibilities will be to provide expert advice and assistance to the customers of the hardware and homesware department. She will also be responsible for processing sales and refer sales to staff responsible for checkout. As stated by Hill and Alexander (2017) customer satisfaction is most important for the growth of the organisation and our organisation follows the same policy.
Kim’s manager: This sounds quite challenging but I am sure Kim will be able to handle this position with a lot of efficiency.
Homesware manager: That is good. Well, will you please let me know about Kim’s aptitude? Is she competent and skilful enough to operate computer and sales terminal? Also, let me know about her communication skills.
Kim’s manager: Yes, Kim is an employee of our organisation with great knowledge about general things and is a quick learner as well. She excels in operating computers. Her communication skill is one of the best assets she has.
Homesware manager: Oh, I see. I hope she is physically strong enough to stand for at least four hours a day. She might also need to go out of the warehouse occasionally.
Kim’s manager: Well, that will not be an issue for her. She is very hard working.
Homesware manager: performance of our organisation is going really well and we expect Kim to generate revenue of $10,000 per month. For this, she may need to work hard.
Kim’s manager: This will not be a big task for her. I assure you she will be able to perform efficiently and will be able to undertake this position successfully.
Homesware manager: I hope to meet Kim very soon. Thank you for your time.
Kim’s manager: It is my pleasure.
Role play between the homesware manager and the seconded employee
This role-play will help to brief the employee about the position available, her job responsibilities and how, her performance will be measured. Through this conversation, the employee and employer will be able to set an agreed work plan. This conversation will also help Kim to understand the code of conduct of the organisation.
Homesware manager: Hi Kim, How are you?
Kim: I am fine, thank you.
Kim: How are you sir?
Homesware manager: I am good Kim.
Homesware manager: Let us discuss about the position available and your job responsibilities.
Kim: Sure sir
Homesware manager: your position will be of customer service representative and you will be responsible for determining the needs of the customers and assisting them with your expert advice. You will also be responsible for taking and processing the orders. Are you comfortable with the job description?
Kim: Yes sir, I am comfortable with the job description. Please elaborate on performance management measures the organisation undertakes.
Homesware manager: Kim, you will be directly reporting to the manager of the hardware and homesware department and the manager itself will evaluate your performance.
Homesware manager: As you, know that satisfaction of the customer is our primary goal. So, one of the performance measurement metrics will be the level of customer satisfaction. In addition, it is expected from you to generate revenue of $10,000 through sales for the organisation every month.
Kim: That sounds exciting. This position will help me to utilise my skills to the best of my ability. This challenging role will also help me to gain a lot of knowledge for enhancing my career. As mentioned by Cook (2017) I will be considering customer satisfaction as one of the most important aspect of growth.
Homesware manager: You may also be required to stand for at least four hours a day. Although you will be working indoor within the warehouse, you may need to plan occasional outdoor visits as well.
Kim: I am all right with the job description and the requirements of the job role. I am excited to take on the responsibility as soon as possible to utilise my skills for the benefit of the organisations as well as for the fulfillment of my personal goals.
Homesware manager: I really appreciate your enthusiasm Kim. Before we decide on the work plan let me brief you on the code and conduct of the organisation.
Homesware manager: You are expected to behave ethically with your colleagues and with the customers. In addition, you may utilise your communication skills to the best of your efficiency. It is expected that you maintain good interpersonal relations within the organisation.
Kim: I understand sir. I assure you that I will be undertaking the roles and responsibilities as per the guidelines and expectations of the orgnisation. Thank you for your time sir.
Homesware manager: The pleasure is all mines.
Employee work plan
KRA
Activities/ Goals
Measurement/KPI
Accountability/dependencies
Financial
To take and process orders
Need to generate revenue of $10000 every month
To generate more revenue it is important to retain the customers
Internal process
Refer sales to checkout staff
Sales should enhance by 20% and good relations should be maintained with peers
Focus should be on enhancement of sales
Customer Focus
Assist the customers through expert advice
Level of customer satisfaction
Good knowledge of products and good communication skills to satisfy the customers
Development
Increase the annual revenue earned by the organisation
Meet the monthly target
Development of skills and strategies through training and development to increase sales
Signature:
Date:
Risk management plan
Risk
Risk likelihood
Risk impact
Controls
Monitoring
Timeliness
Responsible
Performance of the seconded employee
Seconded employee may not be able to perform as per the expectations
The customers may not be satisfied by the advice provided
Provide training to employee regarding the products and services offered by the organisation
Monitoring of performance through the level of customer satisfaction
Performance should be monitored every month
Department manager
Legal penalties
Unsatisfied customers may take legal actions against the organisation
This may lead to legal penalties for compromises
Trained staff with good communication skills
Ensure customer satisfaction through trained staff
Monitoring to be done every week
Senior management and department manager
Assessment 2
Amendments to address the identified deficiencies
It has...