Learner Instructions 1
(Allocate work and provide feedback)
You will demonstrate skills and knowledge required to allocate work and provide informal feedback to employees in the context of managing people performance.
In response to a simulated workplace scenario, you will meet with a peer manager to role-play consultation on acquiring a (human) resource, setting performance expectations and risk management. You will then participate in a second role-play to provide initial, informal feedback to the newly acquired human resource and set performance expectations for ongoing work within your team.
You are the Hardware and Homewares Manager at the Australian Hardware Wollongong store. One of your customer service and sales representatives is taking a year’s absence. A garden products employee, Kim Smith, has been seconded to you after expressing an
interest in the temporary hardware and home products position to her manager. |
You will need to meet with Kim’s manager to discuss the secondment and Kim’s fitness for the role you have in mind. You have a role description for the position (Appendix 1). One of the main concerns you have is Kim’s ability to transfer the customer service skills practiced and learned in the garden centre, and to learn new homewares-specific product and service knowledge. Probably one of the key determinants of whether the secondment will be a success will be Kim’s attitude to acquiring new skills and knowledge and persevering through a period of adjustment to her new work conditions. After meeting with Kim’s manager, you will need to meet with Kim to negotiate a work plan (Appendix 2), including two to three goals and KPIs, consistent with the organisation’s operations planning. You are prepared to accept that during a six-month transition period (one performance appraisal period) sales performance may be as much as 20% off target. Currently sales representatives in the hardware and homewares division are expected to generate $10,000 of revenue monthly. Other objectives and KPIs may be drawn from and negotiated on the basis of the role’s position description. Finally, you will need to identify and analyse two to three risks associated with the secondment and record the analyses (Appendix 3). |
You must:
○ one with the garden products manager ○ one with the seconded employee.
Your assessor will be looking for demonstration of your ability to:
Position Description |
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Job title: |
Customer Service Representative |
Date: |
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Job level: |
Reports to: |
Manager Homewares |
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Department/division: |
Hardware and home products |
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Summary of position Provide expert advice to customers on hardware and homewares products, process sales and refer sales to checkout staff. |
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Essential job requirements ● Determine customer needs. ● Provide expert advice to customers. ● Take and process orders. |
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Required competence/education What are the minimum competence/educational requirements for this position?
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Physical requirements |
Must be able to stand for four-hour shifts; minimal lifting: 20 kg. |
Mental requirements N/A |
Equipment used Computer/point-of-sale terminal, telephone, forklift, fax machine, power tools. |
Supervisory responsibilities N/A |
Working conditions ● Indoor warehouse environment. ● Occasional outdoor work. |
Signature: Date: |
KRA |
Activities/goals |
Measurement/KPIs |
Accountability/dependencies |
Financial |
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Internal process |
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Customer focus |
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Development |
Signature:
Date:
Risk |
Risk likelihood |
Risk impact |
Controls |
Monitoring |
Timelines |
Responsible |
Risk |
Risk likelihood |
Risk impact |
Controls |
Monitoring |
Timelines |
Responsible |
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