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Evidence Guide: SHBXPSM001 - Lead teams in a personal services environment

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SHBXPSM001 - Lead teams in a personal services environment

What evidence can you provide to prove your understanding of each of the following citeria?

Develop team commitment and cooperation.

  1. Develop organisation’s personal service values and clearly communicate role and importance of quality service to business objectives.
  2. Act as a positive role model through high standards of personal performance.
  3. Communicate roles, responsibilities and expectations and promote individual and team work accountability.
  4. Motivate individuals to deliver effective personal service which shows support for organisational goals.
  5. Identify, encourage, value and reward individual and team efforts and contributions.
  6. Model and encourage open and supportive communication within the team.
  7. Seek feedback from team members and implement changes within bounds of organisational goals and policies.
Develop organisation’s personal service values and clearly communicate role and importance of quality service to business objectives.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Act as a positive role model through high standards of personal performance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate roles, responsibilities and expectations and promote individual and team work accountability.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Motivate individuals to deliver effective personal service which shows support for organisational goals.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, encourage, value and reward individual and team efforts and contributions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Model and encourage open and supportive communication within the team.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek feedback from team members and implement changes within bounds of organisational goals and policies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor work operations and support team members.

  1. Proactively share information, knowledge and experiences with team members to support quality technical and service delivery.
  2. Assist team members to plan for and prioritise own workload through supportive feedback and coaching.
  3. Encourage team members to assist each other with work tasks to improve individual and organisational service levels.
  4. Monitor team and individual performance and provide support and direction to help with technical, service and workload issues.
  5. Identify individual team member difficulty in meeting technical and service standards and provide supervision and coaching to assist.
  6. Monitor individual and team understanding of importance of organisational personal service approach and regularly communicate to ensure business objectives are met.
Proactively share information, knowledge and experiences with team members to support quality technical and service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist team members to plan for and prioritise own workload through supportive feedback and coaching.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage team members to assist each other with work tasks to improve individual and organisational service levels.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor team and individual performance and provide support and direction to help with technical, service and workload issues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify individual team member difficulty in meeting technical and service standards and provide supervision and coaching to assist.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor individual and team understanding of importance of organisational personal service approach and regularly communicate to ensure business objectives are met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop team commitment and cooperation.

1.1.Develop organisation’s personal service values and clearly communicate role and importance of quality service to business objectives.

1.2.Act as a positive role model through high standards of personal performance.

1.3.Communicate roles, responsibilities and expectations and promote individual and team work accountability.

1.4.Motivate individuals to deliver effective personal service which shows support for organisational goals.

1.5.Identify, encourage, value and reward individual and team efforts and contributions.

1.6.Model and encourage open and supportive communication within the team.

1.7.Seek feedback from team members and implement changes within bounds of organisational goals and policies.

2. Monitor work operations and support team members.

2.1.Proactively share information, knowledge and experiences with team members to support quality technical and service delivery.

2.2.Assist team members to plan for and prioritise own workload through supportive feedback and coaching.

2.3.Encourage team members to assist each other with work tasks to improve individual and organisational service levels.

2.4.Monitor team and individual performance and provide support and direction to help with technical, service and workload issues.

2.5.Identify individual team member difficulty in meeting technical and service standards and provide supervision and coaching to assist.

2.6.Monitor individual and team understanding of importance of organisational personal service approach and regularly communicate to ensure business objectives are met.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop team commitment and cooperation.

1.1.Develop organisation’s personal service values and clearly communicate role and importance of quality service to business objectives.

1.2.Act as a positive role model through high standards of personal performance.

1.3.Communicate roles, responsibilities and expectations and promote individual and team work accountability.

1.4.Motivate individuals to deliver effective personal service which shows support for organisational goals.

1.5.Identify, encourage, value and reward individual and team efforts and contributions.

1.6.Model and encourage open and supportive communication within the team.

1.7.Seek feedback from team members and implement changes within bounds of organisational goals and policies.

2. Monitor work operations and support team members.

2.1.Proactively share information, knowledge and experiences with team members to support quality technical and service delivery.

2.2.Assist team members to plan for and prioritise own workload through supportive feedback and coaching.

2.3.Encourage team members to assist each other with work tasks to improve individual and organisational service levels.

2.4.Monitor team and individual performance and provide support and direction to help with technical, service and workload issues.

2.5.Identify individual team member difficulty in meeting technical and service standards and provide supervision and coaching to assist.

2.6.Monitor individual and team understanding of importance of organisational personal service approach and regularly communicate to ensure business objectives are met.

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

take responsibility for leading a personal services team over six, three hour work periods

communicate with a team by convening a team meeting, or via electronic communication to:

communicate and discuss the organisation’s personal service values and the role and importance of quality service to business objectives

actively involve team members in a decision-making process to develop one new procedure for delivering one chosen personal services treatment

hold a meeting with two individual team members to discuss their roles and responsibilities and the organisation’s service expectations.

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

for personal services businesses and the organisation in particular:

personal services values and business objectives

methods to communicate values, objectives and importance of personal service:

mission statements

client service policies

team meetings

staff emails, newsletters

within job descriptions and performance review documents

key features of personal services operational environments:

different job roles and boundaries of responsibility, including those for:

reception staff

trainees or apprentices

staff providing services and treatments

supervisors

managers

various formats for and the use of job descriptions in communicating staff roles, responsibilities and expectations

different leadership styles and characteristics of effective leadership

techniques for motivating team members and building a team-oriented environment:

affirming respect for individual behaviour and differences

involving individuals and teams in decision making processes

supporting the team to develop mutual concern and camaraderie

providing encouragement and opportunities for skill development

recognising abilities, achievements and positive workplace behaviour

rewarding individuals and teams

facilitating team-building activities

providing encouragement, constructive criticism and coaching to those in training

providing coaching from more experienced operators to those with skill deficits.