This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

communication and interpersonal skills to provide effective feedback coaching and counselling to team members

problemsolving skills to develop and respond to unpredictable staff performance issues

planning and organisational skills to monitor and maintain a formal performance management system

literacy skills to express potentially complex and sensitive information in writing and to develop and interpret typical performance management documentation

numeracy skills to work with documents such as staff records and schedules

The following knowledge must be assessed as part of this unit

understanding of the performance management concept within an organisation

types of performance standards and performance management systems applicable to tourism and hospitality workplaces

role and importance of feedback and coaching including appropriate communication in relation to monitoring staff performance

grievance procedures

performance appraisal techniques and systems including

reasons for performance appraisal

types of performance assessment

compiling and using performance data

protocols and procedures for performance appraisal interviews

procedures for formal counselling sessions

communication skills including active listening questioning and using appropriate nonverbal communication in relation to counselling providing feedback and coaching

industrial relations equal employment opportunity EEO and diversity issues and legislation that impact on monitoring staff performance

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

knowledge of typical procedures and processes for formal performance management and counselling

ability to demonstrate appropriate communication skills to provide supportive feedback and guidance to colleagues

project or work activities that allow the candidate to address typical performance management issues found in tourism or hospitality workplaces

Context of and specific resources for assessment

Assessment must ensure

interaction with others to demonstrate appropriate communication skills

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

evaluation of reports prepared by the candidate detailing how performance management issues may have been addressed during the conduct of a team project

evaluation of industry projects conducted by the candidate to develop performance management approaches for different workplaces

roleplay to provide feedback and conduct a performance appraisal or formal counselling session

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role

Expected standards of performance and performance problems may relate to:

Appropriate guidance and support may include:

Recognition and reward may include:

Possible solutions to performance may include:

Required procedures for a formal counselling session may include:

Performance management systems may include: