1. Describe three methods of evaluating the skills of team members. Asking them about their strengths, weaknesses and skillset - Excellent employees are skilled in listening, speaking, compromising, persuading and negotiating in a team environment. Observing them within the workplace - Observation is used by managers to gain insights into employee performance. Reviewing qualifications – to find any gaps and improve them. 2. Provide a range of examples of training and coaching that is utilised in your organisation. Giving them training materials to study Setting an assessment for them to complete by a deadline Sending them on courses to obtain extra qualifications On-the-job training from a supervisor Entering them into a mentoring program Arranging for an external trainer to hold sessions with them Providing them with training videos. HA_SITHRM003_Learner Workbook V2.0_7/12/2017
P a g e | 34 Activity 3B checklist – for assessor This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required. Learner’s name Sunita Lama Assessor’s name Kabir Zaman Unit of Competence (Code and Title) SITXHRM003: Lead and manage people Date(s) of assessment Has the activity been answered and performed fully, as required to assess the competency of the learner? Yes No (Please circle) Has sufficient evidence and information been provided by the learner for the activity? Yes No (Please circle) Comments Provide your comments here: The learner’s performance was: Not yet satisfactory Satisfactory If not yet satisfactory, date for reassessment: Feedback to learner: Learner’s signature S.lama HA_SITHRM003_Learner Workbook V2.0_7/12/2017
P a g e | 35 Assessor’s signature Activity 3C Estimated Time 20 Minutes Objective To provide you with an opportunity to understand how to monitor team performance to ensure progress towards achievement of goals. 1. Describe two aspects of team performance that need to be monitored when reviewing progress towards meeting goals. Attendance–have employees improved their overall level of attendance? this could be measured by reviewing signing in systems or looking at rosters that show actual hours worked Use of supportive systems– have teams been making use of supportive systems such as forums to address issues? you could read through posts and responses within the electronic system to assess if it has been utilised effectively 2. Explain how reviewing complaints can act as useful method of monitoring customer service levels. Assessing the numbers and types of complaints that your company has received can act as a useful point of information for team performance. If for example individuals or teams have not provided adequate levels of customer service, then their number of complaints is likely to be high. Similarly, complaint
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