You are Sophie's manager. Recently, you received feedback from other members of the team that her attitude toward customers is below organisational service standards. One team member described her as slow to offer assistance, unhelpful when she does and quick to pass the customer on to someone else if they require anything more than basic products or services.

1. You decide to monitor Sophie's performance over the next week to determine the validity of the feedback and identify any performance issues.

What techniques will you use to monitor her performance in the workplace?

2. List and explain the five steps involved in assessing and managing underperformance through informal feedback and coaching.

a) Step 1: Actual performance

b) Step 2: Identify the performance gap

c) Step 3: Clarify expected performance

d) Step 4: Performance development

e) Step 5: Follow up