A3

1 Highlight which of the following personnel must be fully trained in the performance management system so that they understand how to complete their areas of responsibility.

(A) Managers

(B) Team members

(C) Human resource specialists

(D) All of the above

2 Performance monitoring is concerned with following up on team member's work to gather information as to what they're doing, if they have enough resources, if there are any issues and what they're excelling at. This can be done via which of the following methods:

(A) Checking the CCTV footage

(B) Watching what they do on the 1st of each month

(C) Analysing KPI results

(D) Asking them if they have done a good job

3 Johari Window, created by Luft and Ingham (1950), is used to help team members understand the value of self-disclosure, and encourage team members to give and accept feedback. The leader should look to increase which of the four areas?

(A) The Arena

(B) The Blindspot

(C) The Facade

(D) The Unknown

1. Poor performance cannot be ignored. It must be identified and communicated accordingly. Who should be informed in order to correct poor performance and also stretch team members to work to their full potential?

(A) Customers

(B) The entire team

(C) Management

(D) The individual team member

5. Coaching can take many forms. A well-documented method of coaching on the job is the GROW method. What does GROW stand for?

(A) Goal, Realistic, Options, Way forward

(B) Goal, Reality, Options, Written

(C) Goal, Reality, Obstacles, Way forward

(D) Goal, Reward, Options, Way forward

6. Performance should be documented. When a team member is terminated on the basis of their performance, these records will be used if the case is brought to the fair claims tribunal. Which of the following records should be kept?

(A) Performance review forms

(B) Coaching forms

(C) Counselling notes

(D) All of the above

7. The performance review is concerned with discussing performance against the responsibilities and goals set. When conducted properly performance reviews can result in real benefits to both the organisation and the team member. Which of the following guidelines should be applied when conducting performance reviews?

(A) Argue, look to find a common ground

(B) Discuss behaviour that you have not directly observed.

(C) Make the review process about remuneration.

(D) Finish with measurable outcomes and a clear direction for the next review.

1. Managing poor performance is one of the biggest challenges leaders face in business today. With increased litigation cases it is imperative that leaders get it right. Support services may be required in some cases. Support services may include:

(A) All of the following

(B) Time with manager to help better understand desired performance standards.

(C) Human resource specialists for issues beyond management control. (D) Professional counselling services.

9. A performance counselling session is conducted to help the team member understand the performance gap, reiterate the required performance standard and put a plan in place to rectify the poor performance. According to Cole (2005), counselling should follow which of the three different phases?

(A) Exploration, Understanding, Addressing

(B) Exploration, Understanding, Action

(C) Explaining, Understanding, Addressing

(D) Explaining, Understanding, Action

10. It is lawful for an employer to dismiss an employee if it is a genuine redundancy or if the dismissal is consistent with the Small Business Fair Dismissal Code or if the dismissal would not be considered........?

(A) Harsh, Unintentional or Unreasonable

(B) Harsh, Unethical or Unreasonable

(C) Harsh, Unjust or Unreasonable

(D) Harsh, Understandable, Unreasonable