This unit is appropriate for those with managerial responsibility for other people in a work area. It includes an understanding of different levels of response to performance issues, including formal disciplinary procedures.

FDFPPL3003A

Support and mentor individuals and groups

ELEMENT

PERFORMANCE CRITERIA

1. Provide information on performance expectations

1.1. Workplace policies and procedures are current, accessible and in formats appropriate to the audience

1.2. Performance-related information is current, accessible and in formats appropriate to the audience

2. Provide coaching and support

2.1. Role models are provided to demonstrate appropriate work behaviours and procedures

2.2. Skill development needs are identified and addressed

3. Manage performance issues

3.1. Signs of poor/unacceptable performance are identified

3.2. Reasons for poor/unacceptable performance are investigated

3.3. Appropriate responsive action is identified and implemented

Required skills

Ability to:

ensure that relevant and appropriate information is available to people in the work area to define performance expectations, including workplace information on policies and procedures and on production targets/work outcomes required of the work role

ensure that appropriate behaviour/procedures are consistently observed by all workplace personnel in the work area

establish skill shortages and arrange for these to be addressed, such as direct training/explanation or referral to appropriate personnel

provide regular feedback to foster confidence and appropriate workplace behaviours, such as providing aggregate information on work performance, e.g. key performance indicators (KPIs), as well as feedback on individual performance and behaviour

identify indicators of poor or unacceptable work performance and investigate causes

determine appropriate response within level of responsibility, including recording details of performance issues and response to meet workplace recording requirements

develop a plan to structure and undertake a formal counselling interview

demonstrate appropriate interview techniques to counsel in response to a performance management issue

use communication skills to interpret and complete work information to support operations of work team or area

demonstrate and support cooperative work practices within a culturally diverse workforce

Required knowledge

Knowledge of:

workplace feedback and performance management systems and responsibilities in the workplace, including personal level of authority for performance counselling and disciplinary procedures

company policies, procedures and related communication systems

the effect of personal style and behaviour on others in the work area, including the importance of establishing effective relationships with people in the work area

the importance of providing clear information on performance expectations and related communication systems/processes

signs of poor performance, including patterns or behaviour that may lead to poor performance

options and strategies to address performance issues, including the difference between competency performance and related responses

systematic approaches for structuring a discussion on poor performance (at a minimum this includes a clear statement of the problem, an explanation of why it is a problem, the action or change required to address the problem and any follow up action)

workplace and legal requirements to document instances of poor performance or unacceptable behaviour, including the legal processes that could eventuate and how reported information may be used

relevant provisions of relevant industrial awards and enterprise agreements on employee rights and responsibilities related to work performance, including the relationship between the award and site agreements

communication skills to consult and communicate with relevant personnel

recording systems and requirements

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Assessment must be carried out in a manner that recognises the cultural and literacy requirements of the assessee and is appropriate to the work performed. Competence in this unit must be achieved in accordance with food safety standards and regulations.

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

Evidence of ability to:

identify performance indicators and measures and assess performance against these

identify non-conformances

provide coaching and support to team members according to needs determined by performance outcomes

monitor performance

address poor performance according to organisational guidelines.

Context of and specific resources for assessment

Assessment must occur in a real or simulated workplace where the assessee has access to:

workplace policies and procedures

relevant industrial awards and agreements

workplace information recording systems, requirements and procedures.

Method of assessment

This unit should be assessed together with core units and other units of competency relevant to the function or work role.

Guidance information for assessment

To ensure consistency in one's performance, competency should be demonstrated on more than one occasion over a period of time in order to cover a variety of circumstances, cases and responsibilities, and where possible, over a number of assessment activities.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Policies and procedures

The management of people performance issues is consistent with company policies and procedures, regulatory and licensing requirements, legislative requirements, and industrial awards and agreements and takes account of occupational health and safety (OHS) and environmental impact of scheduling arrangements

People management

People management may relate to:

a specific work area or apply across the workplace according to level of responsibility

Provisions

Provisions to be covered include but are not limited to:

work allocation (minimum callouts/hours)

notice periods required to change shifts arrangements/allocations

classification structure relevant to work role/hours of work

leave entitlements

conflict/dispute resolution procedures

Unit sector

People management/planning/logistics

This unit contains employability skills.