Customers are initially attracted to the employees

Customers are initially attracted to the employee’s friendly manner but are
quickly turned off by her unserious attitude. Customers do not have
confidence in this employee’s ability to help them choose a product that will
meet their needs. Customers who do stick with the employee must then wait
longer to complete their purchases.
Internal
process
efficiency
Two minutes to
complete sales
transaction
Average five minutes The employee has never mastered the point-of-sale system; consequently
they make errors that need to be corrected before completing transactions.
Learning and
development
20–30 training hours Seven training hours The employee, while expressing initial enthusiasm for the role, has not made
any sustained effort to learn the basic skills and knowledge necessary to
reach targets, although the employee attended a one-day rapport-building
workshop. The employee appears to feel that they will learn by casual
experience without any effort or that they can constantly rely on others to help.
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Appendix 2: Coaching plan template
Coaching phase Notes/questions/planning
Goal and
performance
expectations
Reality of actual
performance
Opportunities to
develop
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BSBMGT502 Manage people performance
Willingness to
develop and
commitment
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Appendix 3: Performance development plan template
Name and position:
Manager: Review period:
Reference from
operational plan
Key result area Indicator of success/
performance
Status report/results
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Reference from
operational plan
Key result area Indicator of success/
performance
Status report/results
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Achievements: Areas of opportunity:
Next performance review period:
Manager’s comments:
Signature: Date:
Staff member’s comments:
Signature: Date:
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