1.Explain, how you can make allowances for diversity and differences during communications?

2.Explain, how and when you should give feedback to work colleagues?

3.What four behaviours should be encouraged from team members and explain, why they should be encouraged?

4.Should good work be rewarded and recognised? Explain.

5.Identify three ways that the need for further coaching or training can be identified in the workplace?

6.Identify options for further coaching or training and explain why these need to be considered.

7.Why is it necessary for a manager to identify and address performance problems as they occur?

8.Sue works as a receptionist for a large hotel. Her position requires her to answer the telephone and handle face to face enquiries about accommodation.

Until recently you considered Sue to be very capable. You received good feedback from other staff and customers about her customer service skills. However, you have recently received a number of complaints about her from one of your colleagues and from several customers. The complaints relate to her terse and harsh interpersonal skills and her lack of responsiveness when dealing with problems.

a. In addressing the complaint, what performance areas would you investigate?

b. How would you approach Sue regarding these complaints?

c.If you need to gather information from other sources, how will you address the issue of confidentiality?

d.How do you think the difficulties could be resolved? Provide at least three suggestions.

9.Describe, the possible solutions that could arise as a result of discussions with a colleague about their performance problems?

10.What is the purpose of the counselling process and what does it involve?

11.Describe, the procedures that should be followed when organising and conducting a formal counselling session.

12.What methods and procedures can an organisation use to assess and evaluate performance as part of a performance management system? Identify at least five.

13.Identify ten things that should be evaluated.

14.Select and describe one method for assessing and evaluating employee performance, outlining how you can implement this new procedure in the workplace.

15.Describe, how you, as a manager, can conduct individual performance reviews openly and fairly?