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Evidence Guide: SIBXPSM501A - 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

 

SIBXPSM501A - Lead teams in a personal services environment

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

Plan and organise the work of a personal services team.

  1. Develop and promote organisation's personal services values, goals, objectives and workplace procedures.
  2. Establish and communicate service procedures that reflect the organisation's personal service values, goals, objectives and workplace culture.
  3. Explain the role and importance of personal service within the organisation's strategic and business goals to the workplace team.
  4. Promote the importance of each team member's role, responsibilities and accountabilities in delivering effective personal service.
  5. Apply techniques to engage team members in planning and organising their personal services work.
  6. Allocate work to utilise strengths and attributes of the individuals that make up the team.
  7. Motivate team members to work together to raise their personal service performance.
Develop and promote organisation's personal services values, goals, objectives and workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and communicate service procedures that reflect the organisation's personal service values, goals, objectives and workplace culture.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain the role and importance of personal service within the organisation's strategic and business goals to the workplace team.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote the importance of each team member's role, responsibilities and accountabilities in delivering effective personal service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply techniques to engage team members in planning and organising their personal services work.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Allocate work to utilise strengths and attributes of the individuals that make up the team.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Motivate team members to work together to raise their personal service performance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure delivery of quality personal service.

  1. Give team members support and direction when they need help.
  2. Encourage team members to work together to improve personal service.
  3. Assist team members to overcome difficulty in meeting personal service standards, using leadership, supervision, coaching and mentoring.
  4. Identify and provide information, support and resources required by the team in order to provide quality customer service.
Give team members support and direction when they need help.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage team members to work together to improve personal service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist team members to overcome difficulty in meeting personal service standards, using leadership, supervision, coaching and mentoring.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and provide information, support and resources required by the team in order to provide quality customer service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review, adjust and improve personal service practice.

  1. Develop and use strategies to monitor progress in achieving service targets.
  2. Develop and use strategies to achieve and interpret client feedback and share information with team members.
  3. Check that team members understand what action is required to improve their own approach to personal service and why that is important.
  4. Identify where personal service could be improved through staff training and development.
  5. Organise and monitor personal services team development and training activities.
  6. Develop, procure and use resources effectively to provide quality personal services to clients.
  7. Manage records, reports and recommendations within the organisation's systems and processes.
Develop and use strategies to monitor progress in achieving service targets.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and use strategies to achieve and interpret client feedback and share information with team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check that team members understand what action is required to improve their own approach to personal service and why that is important.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify where personal service could be improved through staff training and development.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise and monitor personal services team development and training activities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop, procure and use resources effectively to provide quality personal services to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage records, reports and recommendations within the organisation's systems and processes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

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

Evidence of the following is essential:

implementing plans, policies and procedures for delivering quality personal services

implementing strategies to communicate with team members and facilitate improved personal services team delivery

maintaining, monitoring and evaluating service delivery

using strategies for solving team and system problems that lead to poor personal services delivery.

Context of and specific resources for assessment

Assessment must ensure:

that competency is consistently demonstrated over a period of time, over a range and variety of complex tasks/projects and situations and observed by the assessor or the technical expert working in partnership with the assessor as described in the Assessment Guidelines

that competency is demonstrated in the workplace or a simulated workplace environment in a range of real work situations which may include client interruptions and involvement in other related activities normally expected in the workplace.

Assessment must ensure access to:

appropriate documentation and resources normally used in the workplace, such as organisational policies and procedures, and relevant legislation

appropriate text and online resources

information regarding relevant business networks and experts

a personal services workplace team.

For further guidance on the use of an appropriate simulated environment, refer to the Assessment Guidelines in this Training Package.

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:

direct observation of learners performing a range of tasks in an actual or simulated personal services environment, over sufficient time to demonstrate handling of a range of contingencies, including observing the person integrating and applying the skills and knowledge described in this unit in the workplace

portfolio of evidence demonstrating the planning, implementation and evaluation of strategies designed to improve personal services levels, including the collection and analysis of customer feedback

case studies related to specific personal services scenarios

third-party reports from technical experts

written and oral questioning appropriate to the language and literacy level of the learner, to assess the required skills and knowledge of this unit.

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

SIBXPSM502A Manage treatment services and sales delivery.

Required Skills and Knowledge

Required skills

The following skills must be assessed as part of this unit:

communication, coaching and mentoring skills to provide direction and support to team members

literacy skills to:

develop and record organisational values, objectives and procedures

report on team performance

resource planning skills to ensure adequate:

staff availability

products

workstations

equipment

technology

time

contingency planning skills to predict factors that may affect resource availability

problem-solving skills to address service breakdowns

planning and organising skills to provide opportunities for staff to develop technical, team and service skills

record-keeping skills to manage records, reports and recommendations in line with the organisation's systems and processes

technology skills to use salon business software as a research, planning and evaluation tool.

Required knowledge

The following knowledge must be assessed as part of this unit:

how to develop personal service goals, plans and objectives

organisation's personal service goals, plans and objectives

methods for building and maintaining a team oriented personal services environment, including:

supporting the team to develop mutual concern and camaraderie

affirming respect for individual behaviour and differences

applying techniques to resolve conflict within the team

facilitating team-building activities and behaviours

methods for assessing the strengths and attributes of individuals, which may include:

discussion with the individual or the team to identify individual strengths or attributes

direct observation of team or individual performance

performance feedback from clients, colleagues or managers

assessment of performance against organisational personal service indicators

techniques for coordinating teams to achieve personal service goals

techniques for identifying which aspects of the personal service process affect client satisfaction.

Range Statement

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.

Personal services may include:

interacting with individual clients according to workplace service procedures

providing beauty treatments or services to the satisfaction of individual clients

providing hairdressing treatments or services to the satisfaction of individual clients.

Workplace teams may include:

staff providing treatments and services

reception staff

retail sales staff

managers

full-time and part-time members

males and females

people from a range of social, cultural and ethnic backgrounds.

Role, responsibilities and accountabilities may include:

obligation to follow relevant workplace personal service procedures applying to:

performing client welcome and departure procedures

performing face-to-face service interactions

handling complaints from clients

technical or practical skills, such as providing treatments and services to clients

providing hospitality to clients

performing telephone interactions

making appointments for treatments or services

performing e-commerce or email interactions

selling or promoting products or services

introducing products or services

providing information on the organisation's products or services

processing payments or transactions

accessing and maintaining a customer database

obligation to assist other team members in the delivery of personal service to clients.

Techniques to engage team members may include:

team meetings

email, intranet and other communication devices.

Utilising strengths and attributes may include:

delegating specific duties

rostering team members to ensure a spread of competencies.

Information may include:

product and service information

customer details

organisational personal service systems and procedures

techniques for interacting with clients

personnel contact details

changes or innovations in products, services or procedures.

Resources may include:

staff

product range and levels

workstations

equipment

technology

time.

Strategies may include:

feedback forms and other devices to enable feedback from clients

electronic feedback mechanisms using the intranet, internet and email

long-term or short-term plans for monitoring achievement and evaluating effectiveness

training and development activities.

Clients may include:

new or regular clients with routine or special needs

male or female clients

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.