Skills Test:

In this task, you will assume the role of the Operational Manager.

pair up withfour other Training Organisation staff members, assigning designated roles to each person.If there is an insufficient number of Training Organisation staff members, the trainer will assume multiple roles for the scenario, rotating roles at the conclusion of each exercise. If the student is required to participate in multiple roles for the exercise, they will also switch after each round of the role-play scenario.

The following four restaurant staff member profiles have hit your desk, and you have been asked to review, evaluate and provide appropriate coaching/training to resolve the issues.

Huiqi Li - a wait staff member

oHuiqi is from mainland China

oShe doesn't speak much, and she seems to not have many friends at work

oShe seems to become quite flustered when confronted with an argumentative situation

Greg Little - 1^st-year chef apprentice

oGreg is constantly telling new people how to carry out their tasks

oHe does not have the required experience, knowledge and/or training to teach others, and is constantly being reminded on how to perform tasks that he has already been trained in.

oSeveral new staff members have had ongoing performance issues due to bad habits they have picked up from Greg.

oIn particular, Greg often fails to properly wash his hands, if he does at all, when moving between different types of produce. Training/coaching on legislative and organisational requirements to rectify this is a minimum of 5 hours.

Amanda Chase - 2^nd-year chef apprentice

oAmanda seems never to manage to sync her food delivery with other preparing different components.

oShe is quick to anger and blames others for taking too long and not knowing what she is doing.

oShe always seems to overcook prawns, and always that is the fault of the recipe and nothing to do with her skills.

oShe feels that she has learnt everything there is to know and that she is being held back by inferior recipes and staff members.

Aman Cavendish - new chef apprentice (in his first month)

oAman initially received some direction from his colleague Greg when he first started.

oHe produces solid results but feels he has gaps in his processes, knowledge and methods.

oHe has requested coaching, in an attempt, to prevent further bad habits from forming and to learn the correct processes.

oE.g. Aman has highlighted that he does not understand what equipment is used for which products to prevent contamination and how it needs to be treated to eliminate contamination.

Part One:

Task 1:Prepare for on-the-job coaching.

Subtask 1.1: In this task, you are required to identify the need for coaching based on the following range of factors:

Direction from colleagues

Own observation and workplace experience

Request for coaching from colleague to be coached.

Using the information provided in the scenario, identify the need for coaching for the following colleague members:

Huiqi Li

Greg Little

Amanda Chase

Aman Cavendish

Document your response in the coaching needs template given below and backup your assessment by providing appropriate reasoning.

Coaching Needs

Colleague Name

Coaching Needs

Reasoning

Huiqi Li

Greg Little

Amanda Chase

Aman Cavendish

Task 2: Coach colleagues on-the-job

Subtask 2.1: In this task, you will invite the following colleagues and explain the overall purpose of coaching to your colleagues with the help of a presentation:

Huiqi Li

Greg Little

Amanda Chase

Aman Cavendish

The presentation must cover the following:

Session details such as:

oDate

oTime

oLocation

oCoaching objectives

How coaching will serve the following overall purpose:

oIncreased engagement

oDeeper Level of Learning

oBuild Personal Awareness

oImproving Specific Skills

oBuilding Self-belief

oDriving results

Subtask 2.2: In this task, you will coach your colleagues on the job by demonstrating the following during each of the coaching activities:

Clear communication

Demonstration of organisational task requirements

Respecting commercial time constraints (colleagues' availability)

Application of the following key principles of training.:

oexplanation

odemonstration

oreview

olistening to trainee explanation

oobserving and evaluating trainee demonstration

oproviding feedback

At the end of the task, you are required to complete the provided self-evaluation template.

Part A: To coach Huiqi Li, you are required to perform the following activities:

Explain and demonstrate the following specific skills:

oTricks and techniques to overcome language and cultural barriers

oTricks and techniques to overcome shyness and lack of confidence

Communicate how these skills will help Huiqi to improve her customer service skills and check her understanding of customer service.

Advise the following organisational procedures related to customer service:

oListening to your customers

oBeing helpfulregardless of profit

oTaking the extra step

oThrowing in something extra

oSmiling

Provide Huiqi with an opportunity to practice the skills

Provide feedback to Huiqi in a constructive and supportive manner

Document your coaching activities in the template provided below.

Coaching template (Huiqi Li)

Specifics skills explained and demonstrated:

Knowledge communicated:

Advised organisational procedures:

Skill level of colleague before practice on scale of 1 - 10

Time allocated to practice skill:

Feedback provided: