Bwhat is the impacteffect of the problem the effect

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b)What is the impact/effect of the problem?
c)Who is impacted – who is affected?
d)What behaviour has to change?
e)Whos behaviour has to change ?
f)Performance outcomes/observations 2015 Innovation & Business Industry Skills Council Ltd / Modified 21Aug15 V1.1
We monitored the employee he yelled at several coworkers. He had 4 customer complaints over 2 weeks. And looking at the quality of his work we found several mistakes. We also had a complaint from a staff member about this worker. (how do you know there is a problem? What have you seen? What are customers or staff saying? Who has complained?) 2015 Innovation & Business Industry Skills Council Ltd / Modified 21Aug15 V1.1
Section 4 Meeting minutes (3 – number of items below – delete this writing these should be based on problem section 3a. ) Meeting purpose: to improve teamwork, communication and cleaning standards Date: 1/6/17 Time: 10 am Attendance: general manager, manager, supervisor, cleaners, 1, 2 and 3. Item/issue Action to be taken Whe n Who The new cleaner is rude to supervisor and not following directions New cleaner is not communicating properly with staff members Several customer complaints about cleaning standards Have a me eting with him and explain the company policies in dealing with management and treating people with respect . Speak to the cleaner. Organise some team building/communications training so all staff can work better together Find out why there is an issue and what can be done to improve cleaning standards. Look at organising additional training 10 June 5 June 6 th June Manager Supervis or General Manager 2015 Innovation & Business Industry Skills Council Ltd / Modified 21Aug15 V1.1
2015 Innovation & Business Industry Skills Council Ltd / Modified 21Aug15 V1.1
Assessment Task 2 BSBFLM303C Contribute to effective workplace relationships Section 5 Action plans (3 to 5) Objective Action Who is responsi ble When Anticipated result Actual result To identify why the new cleaner had an attitude and is not following directions Speak to staff/cleaner and better understand why there is a problem and how this can be resolved manager 9 th June A better understanding of the issue. A better understanding of problems in the business. Better quality of service times and improvements in customer satisfaction To reduce tensions between staff and encourage new worker to be cooperative with supervisor and others Speak to new staff member and identify issues Provide communication training Seek approval from owner manager 10 th Ju ne Better communication between staff, more cooperation and great efficiency

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