1:31 .1 4G D Done BSBTWK502 Assess... Q RTO: 41282, CRICOS: 03526A Page 33 01 20 PART A: PERFORMANCE MANAGEMENT To begin this part, read the following email and then complete the tasks that follow: To: Adrian Russo (adrian.russo@cosa.com.au) From: Gavin Stead (gavin.stead@cbsa.com.au) Date/time: Wednesday 3:15 p.m. Subject: Under Performing Staff Member Good afternoon Adrian, Welcome back from your two-week break, I need to inform you that I have received a number of complaints about Kelly, your Business Development Specialist. A summary of these is provided below: Kelly is often taking personal calls on her mobile phone. Other staff are picking up calls that Kelly should be answering. If someone wants to speak directly to Kelly and she is on her mobile, she says, 'I'll call them back later' - sometimes she leaves the office to make her personal calls. Kelly has had some longer lunch breaks lately - staff feel she is not working back to make up the time lost. Staff are falling behind with their own work because they are dealing with Kelly's phone calls and trying to help her meet her deadlines. The staff are starting to get irritable and snappy with each other - this is not demonstrative of CBSA's values! The staff had said that this behaviour has only been happening for the past three weeks and seemed to become more obvious when you took two weeks' leave. Kelly was previously a hard-working and reliable staff member. Her help and support to others in CBSA were invaluable. Because of this, the staff have not been comfortable coming forward with their complaints and have let the issue slide. Now everyone is stressed, and the workplace is not as friendly or happy as it used to be. Staff fear that they will look bad if they take personal calls, which were once allowed if in moderation and kept short. I would like you to meet with Kelly to manage her underperformance. Kind Regards, Gavin Stead Managing Director 300 Fictional Way, Sydney, NSW 2000 Phone: 1800 111 222 CBSA www.cbsa.com.au COMPLETE BUSINESS SOLUTIONS AUSTRALIA International Institute Brisbane Pty Ltd trading as BSBTWK502 Student Assessment Booklet Institute of Intellect Blending Version: 2022.1 RTO: 41282, CRICOS: 03526A Page 34 of 50 TASK INSTRUCTIONS Based on the email, you are to conduct a performance management meeting with Kelly. For the purpose of this task, your assessor will play the role of Kelly. The meeting will take place on a date and time to be scheduled by your trainer. It will take around 10-15 minutes. :E1:31 .1 4G D Done BSBTWK502 Assess... Q Phone. TOUU TTIZZZ www.cbsa.com.au COMPLETE BUSINESS SOLUTIONS AUSTRALIA 35 of 50 International Institute Brisbane Pty Ltd trading as BSBTWK502 Student Assessment Booklet Institute of Intellect Blending Version: 2022.1 RTO: 41282, CRICOS: 03526A Page 34 of 50 TASK INSTRUCTIONS Based on the email, you are to conduct a performance management meeting with Kelly. For the purpose of this task, your assessor will play the role of Kelly. The meeting will take place on a date and time to be scheduled by your trainer. It will take around 10-15 minutes. You have sent an email to Kelly, and she has replied to your message that she is attending the meeting During the meeting, your assessor will be looking to see that you can: Explain the purpose of the meeting. Verbally discuss with Kelly about the importance of team cohesion and how important it is for everyone to be working at their best and supporting each other. Accurately describe the nature of the complaints to Kelly. Remember to consider the welfare and morale of your team as you do this. Explain how Kelly's behaviour has impacted on staff at CBSA. Remember to focus on the issue, not the person. Talk to Kelly about ways in which CBSA can provide her with support to get back on track, and what you would like to see as the outcome of this meeting. Give Kelly a meeting date for four weeks in the future, at which you will review her performance. Demonstrate role model appropriate behaviour during this meeting, including: managing the situation sensitively and appropriately not passing blame or judgment being encouraging and avoiding negative emotions or reactions gaining her trust and confidence to speak about her problems not dragging other staff members into the discussion (for example, 'Adrian said he saw you ...'. "That's not what Sally said', etc.) listening to Kelly and using techniques to confirm and clarify the information she shares with you asking appropriate and sensitive questions communicating with respect, using tone and volume appropriate to each area of discussion - ensuring Kelly still feels a valued member of the team, despite her current situation. At the end of the meeting, you must fill out and sign the Meeting Record Form. MEETING RECORD FORM* Please fill out this sheet and ask participants to sign it. Date of the meeting 2022-06-01 Location of the meeting Meeting Hall Meeting start time 10 am Meeting finish 11 am time PARTICIPANTS Participant Name Signature International Institute Brisbane Pty Ltd trading as BSBTWK502 Student Assessment Booklet Institute of Intellect Blending Version: 2022.1 RTO: 41282, CRICOS: 03526A Page 35 of 50 E