1.You conduct an informal counselling session with Sophie. When asked about why she doesn't perform specific tasks she responds with the following information.

• She doesn't know all the organisation's products and services and their variations.
• She is unsure of her level of authority when handling customer complaints. She is unsure what she is allowed to offer them as compensation.
• She doesn't know the correct procedure for processing a refund of the register terminal.

Investigation of her employment records shows she completed the organisation's induction program but her work area induction was incomplete due to staff shortages at the time. She has been working for the organisation for four months.

1. How are you going to address these issues? Describe the options available to you to assist Sophie and address the performance problems.

2. You decide to offer Sophie on-the-job coaching. What should you discuss and obtain from Sophie before organising coaching sessions?

3. What do you need to organise before you can commence the coaching sessions

4. What are the five steps you are going to follow when demonstrating tasks to Sophie in the coaching session?

5. Other than coaching, how else can you inform Sophie of expected standards of performance for her job role, the team or the organisation?

2.

2.1 You need to follow up the outcomes of Sophie's coaching session. What techniques do you use to evaluate the outcomes of the informal counselling and coaching sessions?

2.2 What information do you record about Sophie's performance issue and its resolution?

2.3 Where would you record this information and why do you record it?

2.4 What techniques do you use in the weeks after coaching is completed to ensure Sophie applies her new skills and knowledge successfully?

2.5 Sophie has successfully incorporated her new skills and knowledge into her everyday tasks and is now meeting individual performance standards. How do you acknowledge her achievement and encourage her to continue to strive for excellence?