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Elements and Performance Criteria

1. Monitor staff performance and provide feedback.
   • Consult with and inform colleagues about expected standards of performance using appropriate communication mechanisms.
   • Monitor ongoing performance through regular performance appraisals and by maintaining close contact with the workplace and colleagues.
   • Regularly provide colleagues with guidance and support to enhance their work performance.
   • Provide recognition and rewards for achievements and outstanding performance.
   • Identify need for further coaching or training and organise according to organisational policies.
2. Recognise and resolve performance problems.
   • Identify and investigate performance problems.
   • Use feedback and coaching to address performance problems.
   • Discuss and agree on possible solutions with the colleague.
   • Follow-up outcomes of informal counselling through review in the workplace.
   • Organise and conduct a formal counselling session when needed according to required procedures.
3. Implement performance management systems.
   • Implement formal performance management systems.
   • Conduct individual performance evaluations openly and fairly.
   • Complete and file performance management records.
   • Agree on courses of action with colleagues and follow-up in workplace.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

monitor the effectiveness of staff in relation to at least six of the following standards of performance:

adherence to procedures

cost minimisation

customer service standards

level of accuracy in work

personal presentation

productivity

punctuality

response times

team interaction

waste minimisation

provide supportive feedback and guidance for improving standards of performance to above staff

conduct structured performance appraisals and formal counselling and training sessions for staff members, in line with established organisational procedures

recognise outstanding performance according to organisational policies.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

role and importance of monitoring staff performance and providing feedback and coaching

key elements of performance standards and performance management systems:

methods of collecting performance data

methods of interpreting performance data

processes for performance appraisal interviews

type of assessment:

self

peer

team

productivity indicators

forms of guidance and support to enhance staff performance:

advice on training and development opportunities

confirmation of organisational objectives and key performance requirements

ensuring adequate resources are applied

opportunity to discuss work challenges

providing confirmation and corrective feedback

representing staff interests in other forums

support with difficult interpersonal situations

potential solutions to staff performance issues:

additional training

adjusting workload

agreeing on short-term goals for improvement

assisting with problems outside of the workplace

reorganising work practices

performance appraisal practices:

reasons for performance appraisal

format for, and inclusions of, performance appraisal documents

methods of appraising performance

specific organisation:

procedures for performance appraisal interviews

procedures for formal performance management and counselling sessions:

formal notification to staff member and management

invited participation of appropriate people

organisation of appropriate location for counselling session

grievance procedures.

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