Application
This unit describes the performance outcomes, skills and knowledge required to monitor staff performance within the framework of established performance management systems. It requires the ability to monitor the day-to-day effectiveness of staff and conduct structured performance appraisals and formal counselling sessions.
The unit applies to senior personnel who operate independently or with limited guidance from others, including dedicated specialist staff or operational supervisors and managers.
It applies to all tourism, travel, hospitality and event sectors.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Monitor staff performance and provide feedback. | 1.1.Consult with and inform colleagues about expected standards of performance using appropriate communication mechanisms. 1.2.Monitor ongoing performance through regular performance appraisals and by maintaining close contact with the workplace and colleagues. 1.3.Regularly provide colleagues with guidance and support to enhance their work performance. 1.4.Provide recognition and rewards for achievements and outstanding performance. 1.5.Identify need for further coaching or training and organise according to organisational policies. |
2. Recognise and resolve performance problems. | 2.1.Identify and investigate performance problems. 2.2.Use feedback and coaching to address performance problems. 2.3.Discuss and agree on possible solutions with the colleague. 2.4.Follow-up outcomes of informal counselling through review in the workplace. 2.5.Organise and conduct a formal counselling session when needed according to required procedures. |
3. Implement performance management systems. | 3.1.Implement formal performance management systems. 3.2.Conduct individual performance evaluations openly and fairly. 3.3.Complete and file performance management records. 3.4.Agree on courses of action with colleagues and follow-up in workplace. |
Evidence of Performance
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.
Evidence of Knowledge
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.
Assessment Conditions
Skills must be demonstrated in an operation for which staff performance is monitored. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
organisational specifications:
commercial procedures for conducting performance appraisals and formal counselling sessions
current performance appraisal and counselling documents
team members with whom the individual can interact; these can be:
team members 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.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Reading skills to: | review staff records and performance management documents. |
Writing skills to: | record potentially complex and sensitive information about staff performance. |
Oral communication skills to: | provide effective feedback, coaching and counselling to team members. |
Problem-solving skills to: | evaluate factors contributing to poor staff performance. |
Teamwork skills to: | monitor the performance of individuals and their effect on the team, and take corrective action to enhance whole of team performance. |
Sectors
Cross-Sector
Competency Field
Human Resource Management