Activity 3: Coordinate organisational performance development communications Activity context: Management wants you to coordinate organisational performance development
Question:
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."
Management And Organisational Behaviour
ISBN: 9780273728610
9th Edition
Authors: Laurie J. Mullins, Gill Christy