This unit describes the performance outcomes, skills and knowledge required to provide on-the-job coaching to colleagues. It requires the ability to explain and demonstrate specific skills, knowledge and procedures and monitor the progress of colleagues until they are able to operate independently of the coach.

The unit applies to experienced operational personnel and to supervisors and managers who informally train other people in new workplace skills and procedures.

It applies to all tourism, hospitality and event sectors.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

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

provide effective on-the job coaching to four different colleagues

address identified performance problems or difficulties experienced by colleagues in each of the above coaching sessions and rectify or refer as appropriate

evaluate colleagues’ performance and provide constructive feedback as part of above coaching sessions

demonstrate the following during each of the above coaching activities:

clear communication and demonstration of the organisational tasks required of the colleague

completion of training within commercial time constraints

application of the key principles of training.

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

communication techniques suitable to a workplace training context

objectives and scope of the coaching

factors which impact need for coaching:

direction from colleagues

own observation and workplace experience

request for coaching from colleagues to be coached

key principles of training:

explanation

demonstration

review

listening to trainee explanation

observing and evaluating trainee demonstration

providing feedback

legislative work health and safety and hygiene requirements

possible causes of performance problems or difficulties:

breakdown in communication

inappropriate circumstances for coaching

insufficient opportunity to practice

language or cultural barriers

shyness or lack of confidence.

Skills must be demonstrated in an operational environment with colleagues requiring coaching. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

work tasks in which to coach others

colleagues in need of training; these can be:

colleagues in an industry workplace who are assisted by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Cross-Sector

Human Resource Management