Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Expected standards of performance and performance problems may relate to:
adherence to procedures
cost minimisation
customer service standards
level of accuracy in work
personal presentation
productivity
punctuality
response times
team interaction
waste minimisation.
Guidance and support may include:
advice on training and development opportunities
confirmation of organisational objectives and key performance requirements
ensuring adequate resources are applied
opportunity to discuss work challenges
representing staff interests in other forums
support with difficult interpersonal situations.
Recognition and reward may include:
acknowledgment of individual good performance to the whole team
informal acknowledgment
presentation of awards
written reports to management.
Possible solutions to performance may include:
additional training
adjustment of workload
agreement on shortterm goals for improvement
assistance with problems outside of the workplace
reorganisation of work practices.
Required procedures for a formal counselling session may include:
formal notification to staff member and management
invited participation of appropriate people
organisation of appropriate location for counselling session.
Performance management systems may include:
methods of collecting performance data
methods of interpreting performance data
processes for performance appraisal interviews
type of assessment:
self
peer
team
productivity indicators.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
monitor the day-to-day effectiveness of staff and provide supportive feedback and guidance for improvement
conduct structured performance appraisals and formal counselling sessions for diverse staff members operating at different levels of effectiveness
integrate knowledge of procedures for formal performance management and counselling.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated tourism, hospitality or events industry business operation for which staff performance is monitored
commercial procedures for conducting performance appraisals and formal counselling sessions
current performance appraisal and counselling documents
team members with whom the individual can interact.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
project or work activities to assess the individual’s ability to:
address problematic performance management issues
report on how performance management issues have been addressed
use of roleplays to conduct:
performance appraisals
formal counselling sessions
written or oral questioning to assess knowledge of procedures for formal performance management and counselling
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITXCOM201 Show social and cultural sensitivity
SITXHRM402 Lead and manage people
SITXMGT401 Monitor work operations.