Elements and Performance Criteria

RANGE STATEMENT
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 in the performance criteria is detailed below.

Expected standards of performance and performance problems may relate to:
productivity
punctuality
personal presentation
level of accuracy in work
adherence to procedures
customer service standards
team interaction
response times
waste minimisation
cost minimisation.


Appropriate guidance and support may include:
advice on training and development opportunities
support with difficult interpersonal situations
opportunity to discuss work challenges
confirmation of organisational objectives and key performance requirements
ensuring adequate resources are applied
representing staff interests in other forums.


Recognition and reward may include:
informal acknowledgment
acknowledgment of an individual's good performance to the whole team
presentation of awards
written report to management.


Possible solutions to performance may include:
additional training
assistance with problems outside of the workplace
adjustment of workload
reorganisation of work practices
agreement on short-term goals for improvement.


Required procedures for a formal counselling session may include:
formal notification to staff member and management
invitation of appropriate people
organisation of appropriate location for counselling session.


Performance management systems may include:
type of assessment, e.g. self, peer, team and productivity indicators
methods of collecting performance data
methods of interpreting performance data
processes for performance appraisal interviews.

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

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
knowledge of typical procedures and processes for formal performance management and counselling
ability to demonstrate appropriate communication skills to provide supportive feedback and guidance to colleagues
project or work activities that allow the candidate to address typical performance management issues found in tourism or hospitality workplaces.


Context of and specific resources for assessment
Assessment must ensure:
interaction with others to demonstrate appropriate communication skills.


Methods of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
evaluation of reports prepared by the candidate detailing how performance management issues may have been addressed during the conduct of a team project
evaluation of industry projects conducted by the candidate to develop performance management approaches for different workplaces
role-play to provide feedback and conduct a performance appraisal or formal counselling session
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.


Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.