BSBWOR501 Manage Personal Work Priorities and Professional Development
Manage personal work priorities
Using a position description, you will set work goals and prioritise work goals. You will then develop two work plans to achieve two work goals. You are required to keep a journal containing your reflections on and explanation of the process of managing work priorities.
1. Review your job description and your organisation’s business plans, business goals, policies and procedures.
Advances coffee selling by instructing clients; offering espresso and espresso crushing and blending gear, extras, and supplies; planning and serving different varieties of coffee beverages, alongside baked goods and treats.
- Welcome clients by deciding their espresso advantages and needs.
- Improve quality outcomes by considering, assessing, and re-planning forms; executing changes; keeping up and enhancing the presence of the store and bistro.
- Update work information by taking an interest in instructive open doors; perusing espresso, retail exchange, and sustenance benefit distributions; keeping up individual systems.
- Generate incomes by pulling in new clients; characterizing new and extended administrations and items.
- Maintain inventories by recharging espresso bean supply; stocking espresso fermenting hardware; looking after provisions, cakes, and treats for bistro.
- Enhance bistro notoriety by tolerating possession for fulfilling new and diverse solicitations; investigating chances to increase the value of occupation achievements.
- Educate clients by exhibiting and clarifying the espresso drink menu; noting questions.
- Sell espressos, espresso crushing and blending gear by clarifying contrasts in espresso beans and espresso arrangement machines; exhibiting how preparing hardware works.
- Prepare and offer espresso drinks by taking after recommended formulas and arrangement strategies for espresso beverages, for example, expresso, expresso lungo, caffe latte, and cappuccino.
- Keep gear working by taking after working guidelines; investigating breakdowns; looking after provisions; performing preventive upkeep; calling for repairs.
- Maintain sheltered and sound workplace by taking after association gauges and sanitation directions.
In your journal, provide a list of the organisation’s policies, procedures and plans that will inform team and personal goal setting.
Workplace policies and procedures
Customer Service Policy
Taking care of our customers is our highest priority. At ”MY CAFE” the customer always come first!!!
- Customer complaints
No one likes complaints but they are part of the hospitality industry. Complaints can help us to understand where we can improve our café. Demanding clients push us to do of our best and resolving problems successfully can increase customer loyalty if they are handled properly.
When faced with a customer complaint:
- Listen to the full complaint without interrupting or getting defensive.
- Apologize for the problem and tell the customer you will take care of the problem, and get a manager.
- Always inform a manager of the incident.
- If the complaint is product related, remove the offending item immediately.
Performance Management Policy
The scope of this policy covers the performance management process by employees and contractors of MY CAFE
Purpose and Aims
The development and progress of individual employees are fundamental to MY CAFÉ future performance. In addition to providing the opportunities for professional development, MY CAFE aims to help individuals by monitoring and supporting them in their personal growth and development.
The aims of this policy are to ensure:
- employee development opportunities are recognised and
implemented efficiently and effectively
- consistent employee development practices and principles are applied across the organisation
- employees are developed systematically on the basis of defined needs and that development undetaken is cost-effective and meets agreed standards.
2. Based on your job description (and following your organisation’s business plans, goals, and applicable policies and procedures), establish four to five goals (including bothpersonal and team goals).
In your journal, describe how and why you established goals. Explain the value of personal and team goal-setting in an organisation.
Business Goals (Vision+Mission)
Within 5 years, “MY CAFE” will have established itself as a premiere provider of best coffee and food for ethically and socially aware coffee drinker in the society. “MY CAFE” will have expanded to a number of key locations in the Commercial Business areas.
“MY CAFE” provides a unique and compelling café experience for the discriminating and socially aware coffee drinker. “MY CAFE” provides:
- High quality, fair trade, coffee
- Superior hot and cold gourmet food and beverages
- Consistently high level
- Goal 1 - Increase of coffee sales of 15% by December 2019.
- Goal 2 - Serve 5 % of beverages made in our stores in personal tumblers.
- Goal 3 - 10 new customers by the end of the quarter.
- Goal 4 - Expand the business to other 2 locations in Melbourne by the end of the year.
These goals can describe what the company plans to accomplish in terms of market share, growth and profitability. Goals may also be set for internal measurement like expanding staff or boosting employee morale. Businesses should aim to have goals that are specific, measurable, attainable, relevant and timely. There are many benefits to setting goals.
Set goals using the SMART principle: specific, measurable, attainable, relevant and timely.
- S – Specific (or Significant).
- M – Measurable (or Meaningful).
- A – Attainable (or Action-Oriented).
- R – Relevant (or Rewarding).
- T – Timely (or Tractable).
This will enable employees to gauge their progress, see how their efforts are having an impact and assess how far they have yet to go to reach the goal.
Employees who clearly understand their individual goals-and how they relate to those of your company-naturally become more engaged with their work. Once employees see how they can make a direct contribution to your company's success, they begin to focus on finding ways to work smarter and more efficiently. This boost in employee productivity will naturally lead to increased operating margins and profitability for your company.
3. Develop KPIs to measure performance related to work goals.
In your journal, describe:
a. How the KPIs will be used to measure goal-related performance.
Develop KPIs to measure performance related to work goals
- Number of complaints per month from 1/1/2018 – 31/12/2018
- Number of coffees made without using cups from our store
- Percentage of customer satisfaction
- Track net profit of existing café
- I will try to diminish the number of complaints and keep satisfied the customers to increase the sales.
- I will calculate the number of made coffees and used cups over a period of time.
- In order to get more customers is required to observe the percentage of customer satisfaction.
- To open up two other stores will be required to track the current income to cover the expenses of the other two locations.
b. How you will maintain performance under varying conditions and contingencies. Give specific examples.
- Asking for feedback from colleagues, management and key stakeholders
Feedback can improve performance. Feedback is often mistaken for criticism. In fact, what is viewed as negative criticism is actually constructive criticism and is the best find of feedback that can help to formulate better decisions to improve and increase performance.
- Continuous self-assessment
Self-assessments, also known as self- evaluations, are popular tools used by management to learn how employees view their own performance. These assessments help close the gap between expectations and performance, and provide a channel to open communication about goals, opportunities and development.
- Café staff performance appraisal
Performance appraisal serves as a motivation tool. Through evaluating performance of employees, a person’s efficiency can be determined if the targets are achieved. This very well motivates a person for better job and helps him to improve his performance in the future.
- Measurement against KPIS such as set sales targets
Performance measurement and target-setting are important to the growth process. For example, if the coffee shop succeeds or fails on the quality of its customer service, then that's what I need to measure - through, for example, the number of complaints received.
c. How, given your own personal strengths and weaknesses, you will capitalise on or minimise the effect of these personal traits in your work plans.
One of my strengths is customer service because of that I will focus on keeping the highest quality customer satisfaction possible in order to increase the sales of coffee.
4. Consider a range of activities to advance work goals. Prioritise possible activities. Choose two work goals to develop work plans for.
- Discounts on purchasing coffee and acquisition of additional benefits when purchasing.
- Put a sign in front of the stores where it says that if you take your personal cup you will get 20% discount on every purchased coffee
- To increase the number of customers advertise café on internet and tv
- Explore best areas in Melbourne to open new stores
In your journal, describe the process you undertook to prioritise activities. Describe competing demands and how you plan to manage these to achieve goals.
The process that I undertook to priorities activities is:
- Choose a timeframe
Select the time-frame of the priorities list you hope to create to help you start managing those priorities and translating that stress into meaningful action.
Short term goals that have to be done in the following hours
Long term goals might include larger ambitions that will need to be broken down into multiple steps you'll also need to prioritize.
- Categories things to do.
It may be helpful to break everything up into separate categories, basically creating different to-do lists for the different areas
- Put the list in order.
Identify the most important or urgent activities on the list and rewrite the list with those at the top.
- Keep the list visible.
Especially true for long-term lists, keep your list somewhere visible where you'll be able to use it as a reminder for what you need to finish, actively crossing out or checking off the items as you complete them.
5. Referring to the template provided in Appendix 1 as an example, use Microsoft Word to develop two work plans to achieve the two goals you have prioritized.
Hand out leaflets in the street
Increase of coffee sales by 15% per annum.
Number of complaints per month
Research on internet the best locations in the CBD area to set up new coffee shops.
Expand the business to other 2 locations in Melbourne by 2018
Net profit of existing café
In your journal, describe the process of developing your plans to manage work priorities. Describe how you have used the plans to manage time efficiently.
My list of prioritized tasks became my plan. I revisited the plan regularly and made adjustments to it when needed.
By breaking larger tasks down into smaller, more manageable tasks I found each task easier to keep track of and achieve. This also helped me to make better use of my time.
6. In your journal, describe:
a. How you will ensure you serve as a positive role model through work planning and organisation. Give examples. Describe how your work plans serve as examples to follow in your workplace.
Effective role model
- Demonstrate confidence and leadership:
A good role model is someone who is always positive, calm, and confident in themselves. You don’t want someone who is down or tries to bring you down. Everyone likes a person who is happy with how far they have come, but continues to strive for bigger and better objectives.
- Communicate and interact with everyone.
Good communication means listening as well as talking. People are energized by leaders who explain why and where they are going. Great role models know they have to have a consistent message, and repeat it over and over again until everyone understands.
- Demonstrate passion
Role models show passion for their work and have the capacity to infect others with their passion.
- Give Feedback
Regularly I taste coffee drinks made by other baristas at my cafe to ensure consistently high quality that meet our standard. If required I give them suggestions to how improve their coffee skills.
b. How you will maintain appropriate work–life balance, manage stress and maintain health.
How will you maintain appropriate work-life balance?
Balancing the demands of a busy lifestyle is not an easy thing to do, but is best managed by regularly reviewing and assessing your priorities.
Here are a few ideas to help you strike a good work-life balance:
- Set goals around what you value highly
- Manage your time effectively—review job activities, priorities and success factors
- Create a boundary between balancing work and personal time-leave work at work where possible
- Build resilience and have a positive attitude
- Avoid stress, mental exhaustion and burnout—fatigue affects your ability to work productively
- Maintain a healthy lifestyle—look after yourself, eat well, sleep well and set aside a little time to exercise or pursue an activity that you enjoy
- Enlist a good support system—learn to delegate, we all need a little help sometimes
- Enjoy your work.
How to manage stress
Managing stress is about making a plan to be able to cope effectively with daily pressures. The ultimate goal is to strike a balance between life, work, relationships, relaxation and fun. By doing this you are more able to deal with daily stress triggers and meet these challenges head on.
Some strategies that can help you look after your mind and body, and in turn help you to better control behaviours that result from too much stress include:
- Know your stress triggers
- Recognise early warning signs and symptoms and act on them to reduce stress
- Practise relaxation techniques or meditation
- Eat a well-balanced, healthy diet
- Exercise regularly—aim for at least 30 minutes every day
- Get enough sleep—aim for around 8 hours every night.
- Try to worry less about things you can’t control, and make plans for dealing with the things you can control
- Se0t small, manageable and achievable goals
- Apply problem-solving techniques—identifying the problem, clarifying its nature and map out options for dealing with it
- Choose to have a positive attitude
- Think positively about yourself and your achievements
- Take time out to visualise a calm and peaceful place
- Compete against yourself, not those around you and aim for your personal best
- Develop, keep and use your sense of humour.
- Plan and organise ahead to allow enough time to get tasks done
- Use 'to do' lists and set priorities to help you achieve your goals
- Be open and honest with people, rather than hiding your thoughts and feelings
- Seek guidance and support when you are feeling stressed
- Create a balanced lifestyle for yourself and allow time for recreation and relaxation
- Reward yourself when you reach your achievements and goals
- Limit your intake of alcohol, caffeine and other drugs.
How to maintain health at work
We spend a lot of time at work, so it's important that our health is a priority while we are there. Here are some tips to help make our work life healthier.
- Avoid strains and sprains
- Don't 'soldier on'
- Work safely outdoors
- Take care of your eyes and ears
- Diet and exercise matter at work
- Avoid work travel hazards
7. Submit your position description, work plans and journal to your assessor as per the specifications below. Ensure you keep a copy of all work submitted for your records.
You must provide:
- a position description
- two work plans produced using Microsoft Word
Your assessor will be looking for evidence of:
- use of literacy skills to interpret written job descriptions, business plans, policies and procedures, etc.
- use of organisational skills to set and achieve priorities
- application of principles and techniques of performance measurement:
- identification of personal behaviour to assist in managing work priorities and work–life balance
- goal setting
- time management
- application of organisational policy, plans or procedures to setting or planning the achievement of work goals
- application of knowledge of work practices to improve personal performance.
Adjustment for distance-based learners:
- no variation of the task is required
- a follow-up interview may be required (at the discretion of the assessor)
- documentation can be submitted electronically or posted in the mail.