Activity 3: Coordinate organisational performance development communications Activity context: Management wants you to coordinate organisational performance development communications. They want you to analyse the performance of the customer service staff members, determine improvement areas, and prepare performance improvement plans during the performance evaluation meetings. The analysis of performance outcomes are as follow: Sales representative:

Strengths	Weaknesses
Abilities to meet the job requirements	Communicating and interacting with people from diverse backgrounds
Working without supervision	Adapting to changing situations and job requirements
Meeting the performance standards	Inefficiency to plan and prioritise work

Areas of improvement: Communication and interpersonal skills Time management skills

Customer service representative:

Strengths	Weaknesses
Communicating with clients from diverse backgrounds	Inefficiency to plan and prioritise work
Excellent analytical skills	Decision making
Ability to resolve customer complaints

Areas of improvement: Time management skills Decision making and problem-solving skills

Further, the management wants you to comply with the record-keeping and reporting requirements according to organisational policies and procedures. As per the organisational policies and procedures: Performance improvement plans need to be completed for each team member. The performance improvement plans must record the following information: o Areas of improvement o Strategies to address the areas of improvement. o Resources required o Key performance indicators o Person responsible

Description of the activity: This activity requires you to coordinate organisational performance development communications. To do so, you are required to: Follow the steps given below. Complete the templates associated with each step. Submit the completed templates to the trainer/assessor.

Step 1: Conduct performance appraisals for the following team members: Sales representative Customer service representative

When conducting the performance appraisals, you are required to develop an improvement plan for each team member. The improvement plans must be prepared in consultation with the respective team member and using Template 8 and Template 9.

For trainer/assessor: The trainer/assessor must assign any two (2) staff members to the student. The trainer/assessor must ensure that the team members are from diverse backgrounds. One staff member will take on the role of a customer service representative. Another staff member will take on the role of sales representative. Each staff member will discuss the following based on the information given in the Activity Context. o Strengths o Weaknesses o Improvement areas The trainer/assessor must clarify the discussion prompts with each team member. The trainer/assessor must observe the student conducting the meeting.

For student: The student must conduct a one-on-one meeting with each staff member. The student must consider and address cultural differences and diversity issues in all organisational performance development communications.To conduct each meeting, you must follow the meeting process and the discussion prompt provided below.

Meeting process:

Before the meeting	1. A meeting agenda that encourages the stakeholders to provide feedback on the performance development processes. Confirm the meeting time and place with the trainer/assessor. Use the meeting agenda template provided to prepare the meeting agenda. 2. E-mail the meeting agenda to the stakeholders and request confirmation for the meeting.
During the meeting	1. Welcome the participants 2. Collaborate with the respective team member and develop the improvement plan. 3. Clarify the understanding of staff members. 4. Agree on the performance development plans.
After the meeting	1. Summarise the agreed outcomes using the meeting minutes template provided. 2. Complete the performance improvement plan for each team member. The performance improvement plan must include the following information: Areas of improvement Strategies to address the areas of improvement. Resources required Key performance indicators Person responsible

Discussion prompts

Step 1: Determine the team member's current state considering roles and responsibilities	What are your strengths? What are your weaknesses? What are the areas of improvement? What other performance indicators can you notice?
Step 2: Determine your team member's desired state	Why do you want to achieve that? What are your priorities?
Step 3: Determine the actions to be implemented to reach the desired state	What must you improve/ learn/ experience to achieve the desired state? What are the possible resources to learn/ experience/ improve?
Step 4: Prioritise organisational demands	Set a timeline for meeting your short-term development needs.

Step 2: Determine and document two (2) data and reporting tools to monitor organisational performance development of the staff members using Template 10.

Template 8: Improvement plan (Customer service representative)

Areas of improvement (Two)	Strategies to address the areas of improvement. (Two for each area of improvement)	Resources required	Key performance indicators	Person responsible

Template 9: Improvement plan (Sales representative)

Areas of improvement (Two)	Strategies to address the areas of improvement. (Two for each area of improvement)	Resources required	Key performance indicators	Person responsible

Two (2) data and reporting tools to monitor organisational performance development of the staff members?

Feedback got is"Task 3, Act3, Step 1 which was the meeting must be done or provided. You must provide a role plat or a narration of this The email of the agenda of the meeting was also missing."