2.2 Conduct a meeting You have received two self-evaluation forms back from the team members. You can read these in Appendix 3. In this task, you will be required to facilitate two meetings to discuss and confirm the learning and development needs of the team and individual. Use the completed training needs analysis from Part 1 and the self-evaluation forms in Appendix 3 as input to these conversations. You will be required to demonstrate this through role playing two (10) minute conversations. one (1) with the individual you selected one (1) with the team (the individual you selected and one other team member). As the HR Manager you will need to show how you: establish how your role as the HR manager helps the team and the individual with their goals (use the SMART criteria) build rapport to establish a good working relationship use vocabulary appropriate to the context to establish a supportive and learning environment use listening and questioning techniques to show understanding of their perspectives select and use appropriate conventions and protocols when communicating with co- workers negotiate with a team member that doesn't agree with the data. Attempt to find a middle ground with them using the negative responses in the roleplay prompts in Appendix 10. collaborate to achieve joint outcomes, using your negotiation skills to ensure consensus. b) Record - record your role play conversations. Your team member can use Appendix 10 scripted prompts to assist in the role play. Ensure one team member uses the negative responses and the other uses the positive responses. In your meetings, ensure you cover the following: 1. Identify the relevant industry (fitness) I1. Discuss competency standards relevant to roles Ill. Provide overview of the problem / training need identified IV . Discuss previous performance (Appendix 1) V. Discuss training needs analysis findings (Appendix 2) VI. Discuss the self-evaluation VII. Discuss training you think will address gap VIII. Discuss the schedule for monitoring progress IX. Develop at least one goal for learning plans for the team and one individual member.Appendix 1: Performance information and data for the reception team Call answering times Use the collected information of the reception team to determine the training needs of the team and an individual. The Bounce Fitness Customer Service Policy states that phones must be answered before three rings, however recent call data has shown you that this has been getting gradually worse. Figure 1. Call Answering times Call Answering time 6 0 January February March April May June July August September October November December KPI (number of rings) Average answer time (number of rings)End of call survey The end of call survey asks callers five questions around the level of service they received. Data from the past month shows that not every team member is performing. As the HR Manager, it is up to you to review both sources of information to evaluate individual and team learning and development needs. Figure 2. Bounce Fitness Caller Satisfaction Survey (1 = strongly disagree, 2 = disagree, 3 = neither agree or disagree, 4 = agree 5 = strongly agree) Survey Questions The Bounce Fitness receptionist warm and friendly on the phone The Bounce Fitness Receptionist answered my call in a timely manner The receptionist understood my questions and concerns Qverall, | am satisfied with the customer service provided by the Bounce Fitness Receptionist Any comments? being spoken to | waited on hold for Mary seemed like she 10 minutes before wasn't listening and was dismissive N/A N/A Appendix 3: Self-evaluation forms Preferred Name of team Role of team Learning and Learning Strengths Weaknesses member member Development Objectives/Outcome learning method Needs (e.g. online, short course, F2F) There are times where due to time pressures I hurry and sometimes I'm good with overlook steps in Customer service Work on focusing on Sam Receptionist technology and procedures training E-learning customers rather get along with Occasionally I get than tasks On the job clients distracted by training other tasks and forget to return to calls on hold Sometimes I am I enjoy working unsure of the job Bounce Fitness with staff and Try to be friendlier Mary Receptionist requirements and processes and procedures towards customers team members get a little Face to face flusteredStuart Ashwin Receptionist Receptionist I'm a good communicator over the phone | have a deep knowledge of the fitness industry Customers tell me | am friendly and personable on the phone. I'm occasionally distracted by the task and this can Leadership trainin, be misunderstood g as being abrupt There are times when | take too long to answer the phone because of other priorities Time management skills | sometimes ask too many personal questions to customers Gain a deeper ) Having an instructor coach me through it understanding of managerial roles and leadership. Properly organise my time in the work day | On-the-job to fulfill all of my training duties. Appendix 10: Team member recorded session scripted prompts The following table can be used in your role-play recordings to assist your actors in playing the team member roles. Two types of responses have been provided to give the learner an opportunity to build rapport and negotiate. The actor can switch between throughout the recording. Project task 2 meeting HR Manager meeting prompt Team member prompt Discusses competency standards relevant to roles. \"In my role as a receptionist at Bounce Fitness | need a range of skills to perform my role. * Excellent oral and written communication skills o Ability to work well under limited supervision * Warm and friendly personality e Highly organised with strong attention to detail Commitment to working safely e Accurate typing skills at a minimum speed of 55-65 words per minute (wpm) and 92% accuracy Competent computer skills with sound knowledge in Excel and Word.\" Provide overview of the problem / training need identified. Discuss previous perfarmance Difficult response: \"I believe I'm working to my highest ability and don't need any further training.\" Positive response: \"l think | can use additional training to help me interact with customers better\" Difficult response: \"I've been working really hard lately. Why do | need further training?\" Positive response: \"The data was an eye opener. It shows there are some areas | need further improvement in.\" Discuss training needs analysis findings Discuss the self-evaluation Difficult response: \"[Addresses skills need] | don't agree with that being a skill | need to develop. | think there are other options that build on my strengths instead.\" Positive response: \"[Addresses skills need] thanks for this. While | think I've been preforming to my best ability, | can use more development and training in this area.\" Difficult response: \"[Addresses strengths] | believe this is my biggest contribution to Bounce Fitness and need to improve on this skill\" Positive response: \"[Addresses weaknesses] | believe this is the area | need more support in so | can help customers.\" Discuss training you think will address gap Difficult response: \"Is there another way | can do this training or delay it? | don't think I can make it to a face-to-face training.\" Positive response: \"I'm open to a number of options to address my skills gap.\