\begin{tabular}{|l|l|} \hline \multicolumn{2}{|c|}{ Appendix 1.3 Employee coachingrecord form } \\ \hline Date & \\ \hline Department & \\ \hline Trainer & \\ \hline Skills learned & \\ \hline Achieved & \\ \hline Notes & \\ \hline Follow up actions & \\ \hline Trainee Signature & \\ \hline \end{tabular} Identify coaching needs and prepare for caaching. Use template 21 to provide your response a. how you identified the need for coaching b. the individual coaching need/s and purpose of coaching c. suitable times and dates, availability and practical considerations d. policies and procedures related to the task to be coached e. health and safety and other legal requirements for each identified task f. any concems or questions the staff member has g. notes from your discussion with the staff member. Prepare a coaching session plan. Use template 2.2 to provide your response a. the objectives and scope of the session b. the steps and key points to be addressed during the session c. the training methods and activities to be used d. time and location, including the amount of time required for practice and the total duration of each session; each coaching session should be a minimum of 15 minutes in length e. how you (the coach) will manage coaching in combination with your own work tasks and commitments f. any preparation required prior to the session, such as confirming the session with staff members, gathering policies and procedures, and arranging for equipment to be available on the day. Provide coaching to each staff member. Your assessor will observe you and record your performance using the observation checklist attached to this task. Read the observation checklist attached to this task before the assessment to ensure you understand what is expected of you. You are required to demonstrate your ability to: a. prepare for the session, ensuring health and safety as well as access to required resources and equipment b. conduct the session using the key principles of training and suitable communication techniques eg. PowerPoint c. identify and address any performance problems or difficulties during each session How to participate in role play: Learner instructions - Read the Role-play background information prior to commencing the role-play. - Assessor will allocate an actor (Assessor or a representative) for the role play. - The role play session will run for approximately 30 minutes - During the rote-play. you are required to demonstrate the following skills and knowledge. Use questioning and listening techniques to establish the staff needs Recognise and mutually agree to resolve customer problems or delays and deficiencies in customer service. Rectify problems, delays or deficiencies to customer satisfaction in line with own level of responsibility Identify the key elements of cultural differences, cultural sensitiveness and how to appropriately deal the situations with examples provided to the coachee. If necessary, refer service issues to organisational procedures. when necessary. Complete the role-play. Answer all the questions after completing the role-play. Your role is to now monitor the staff member completing the task in the workplace environment and provide support if required. After monitoring is completed. a. Observe staff member while the task is completed and complete appendix 2.3 b. Develop a 1-page report or email summary updating the manager on the progress and performance of each staff member c. Include in the email. summary of your own performance and your own reflection. You should be able to identify any areas for improvement in your own performance. Submit all completed documentation to your assessor within the agreed timeframe. Documentation should include: a. completed coaching needs forms (Appendix 2.1 ) b. completed coaching session plan (Appendix 2.2) c. a 1-page progress report or email summary on the progress and performance of staff member each scenario, sent to the appropriate manager (or your assessor) Scenario 2 (Appendix 2.1): Identify coaching needs and prepare for coaching Coach name: Staff member name: Date and location/s of proposed coaching: How was the need for coaching identified? What sources of information did you use to assess the coaching need or skill gap? Coaching needs and purpose of coaching: Description of task/s to be coached: Policies and procedures, health and safety and legislative requirements for task: Discussion with staff members Date and location of pre-coaching discussion: Notes on discussion with staff member: Staff member signature: Coach signature: \begin{tabular}{|l|l|} \hline \multicolumn{2}{|c|}{ Appendix 2.3 Employee coaching record form } \\ \hline Date & \\ \hline Department & \\ \hline Trainer & \\ \hline Skills learned & \\ \hline Achieved & \\ \hline Notes & \\ \hline Followupactions & \\ \hline TraineeSignature & \\ \hline \end{tabular}