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SIT30816 Certificate III in Commercial Cookery

Qualification and unit of competency

Qualification/Course/Program Details

Code:

SIT30816

Name:

Certificate III in Commercial Cookery

Unit of competency

Code:

SITXHRM001

Name:

Coach others in job skills

Releases:

1.0

Assessment Task 1: Knowledge Test

Provide your response to each question in the box below.

Q1:

What are eight (8) different factors which can influence the need for training?

Q2:

Give four (4) tips on how to explain specific skills.

Q3:

List six (6) appropriate personnel to whom progress should be reported.

Q4:

What are three (3) steps required to provide a colleague with an opportunity to practise their skills?

Q5:

List any three (3) different times when coaching sessions can be organised.

Q6:

Write five (5) steps to monitor workplace skills. Write your answer in 60-80 words.

Q7:

What are three (3) different types of skills in which training can be provided?

Q8:

List any four (4) ways to detect performance problems or difficulties with coaching.

Q9:

List eight (8) overall purposes of providing coaching to a colleague.

Q10:

How can feedback be given in a constructive and supportive manner? List seven (7) steps that can be used.

Q11:

List five (5) different types of required knowledge that can be communicated to colleagues.

Q12:

Write three (3) ways colleagues can be motivated to ask questions.

Q13:

List six (6) communication techniques suitable for a workplace training context.

Q14:

From a coaching point of view, explain the link between objectives and scope and why this link is so important. Write your answer in 50-100 words.

Q15:

Explain the following causes of performance problems or difficulties and offer one (1) solution for each of them. Write your answer in 30-50 words for each.

• Breakdown in communication

• Shyness or lack of confidence

• Inappropriate circumstances for coaching

• Insufficient opportunity to practice

• Language or cultural barriers

Q16:

Answer the following:

Discuss how each of the following factors impacts on the need for training. Write your answer in 20-40 words for each.

· Direction from colleagues

· Own observation and workplace experience

· Request for coaching from colleagues to be coached

Explain the following key principles of training. Write your answer in 150-200 words.

· Explanation

· Demonstration

· Review

· Listening to trainee explanation

· Observing and evaluating trainee demonstration

· Providing feedback

Q17:

List two (2) work health & safety and three (3) hygiene legislative requirements.

Q18:

List four (4) ways to provide supportive assistance in the workplace.

Assessment Task 2 - Skills Test

Skills Test:

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

For this exercise, you will pair up with four 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

  • Huiqi is from mainland China
  • She doesn’t speak much, and she seems to not have many friends at work
  • She seems to become quite flustered when confronted with an argumentative situation

Greg Little – 1st-year chef apprentice

  • Greg is constantly telling new people how to carry out their tasks
  • He 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.
  • Several new staff members have had ongoing performance issues due to bad habits they have picked up from Greg.
  • In 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 – 2nd-year chef apprentice

  • Amanda seems never to manage to sync her food delivery with other preparing different components.
  • She is quick to anger and blames others for taking too long and not knowing what she is doing.
  • She always seems to overcook prawns, and always that is the fault of the recipe and nothing to do with her skills.
  • She 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)

  • Aman initially received some direction from his colleague Greg when he first started.
  • He produces solid results but feels he has gaps in his processes, knowledge and methods.
  • He has requested coaching, in an attempt, to prevent further bad habits from forming and to learn the correct processes.
  • 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

Subtask 1.2: In this task, you are required to arrange a meeting with your colleagues. The following people will be the participants of the meeting:

  • You
  • Huiqi Li
  • Greg Little
  • Amanda Chase
  • Aman Cavendish

The agenda of the meeting is to identify specific coaching needs through discussion with colleagues.

Before the meeting, you need to:

Prepare a meeting agenda using the template provided.

During the meeting, you need to:

  • Apply questioning and listening techniques to check or confirm understanding.
  • Discuss:
    • Specific coaching needs of each of the following colleagues:
      • Huiqi Li
      • Greg Little
      • Amanda Chase
      • Aman Cavendish
    • Findings of the coaching need document which you have prepared in subtask 1.1
    • Availability for coaching sessions
    • Areas where greater cooperation would yield benefits.
  • Request feedback from participants.
  • Gain support.
  • Agree on ways to achieve greater cooperation in the areas identified.
  • Agree to make refinements, if any, considering their feedback.

Huiqi, Greg, Amanda and Aman will express the following in the meeting:

  • Huiqi Li will express the following coaching needs:
    • Coaching to overcome language and cultural barriers
    • Coaching to overcome shyness and lack of confidence.
  • Greg Little will convey that he is in no need of any coaching
  • Amanda Chase will convey that she is in no need of any coaching
  • Aman Cavendish will express the following coaching needs:
    • Coaching about processes, knowledge and methods of cooking
    • Food handling procedures.
  • Share their availability:
    • Huiqi Li: Monday and Tuesday, 11 AM – 2 PM
    • Greg Little: Thursday, 03 PM – 05 PM
    • Amanda Chase: Friday, 10 AM – 1 PM
    • Aman Cavendish: Monday, Wednesday and Friday, 1 PM – 4 PM.
  • Complete the specific coaching needs document template provided below.

After the meeting, you must complete the following using the provided templates and review the specific coaching needs document:

  • Meeting minutes.
  • Coaching session plan

Meeting agenda template:

Date/Time:

Location:

Chairperson:

Meeting Attendees:

Full names and roles

Agenda Item/Topic

Discussion/Outcomes

Action Officer

Due Date

Welcome

(Agenda item 1)

Topic?

(Agenda item 2)

Topic?

(Agenda item 3)

Topic?

Summary

Overall Summary

Decision/s

Action/s if any

Next Meeting Time/date

Meeting closed at:

Minutes are a true and accurate record of the meeting

Approved/confirmed by whom?

Meeting minutes template:

Minutes of Meeting

Meeting Objective:

Attendees:

Venue:

Date:

No.

Points Discussed

Actions Suggested

Target Date

Signature of attendee 1: Signature of attendee 2:

Signature of attendee 3: Signature of attendee 4:

Specific Coaching Needs Template

Specific Coaching Needs

Colleague Name

Specific Coaching Needs

Availability

Huiqi Li

Greg Little

Amanda Chase

Aman Cavendish

Session plan template

Note: Using the information you have gathered in the meeting organise coaching sessions for all the participants.

Coaching session plan (Huiqi Li)

Session details:

Date

Time:

Location:

Participant details:

Name:

Position:

Sex:

Coaching objectives:

Coaching session plan (Greg Little)

Session details:

Date

Time:

Location:

Participant details:

Name:

Position:

Sex:

Coaching objectives:

Coaching session plan (Amanda Chase)

Session details:

Date

Time:

Location:

Participant details:

Name:

Position:

Sex:

Coaching objectives:

Coaching session plan (Aman Cavendish)

Session details:

Date

Time:

Location:

Participant details:

Name:

Position:

Sex:

Coaching objectives:

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:
    • Date
    • Time
    • Location
    • Coaching objectives
  • How coaching will serve the following overall purpose:
    • Increased engagement
    • Deeper Level of Learning
    • Build Personal Awareness
    • Improving Specific Skills
    • Building Self-belief
    • Driving 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.:
    • explanation
    • demonstration
    • review
    • listening to trainee explanation
    • observing and evaluating trainee demonstration
    • providing 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:
    • Tricks and techniques to overcome language and cultural barriers
    • Tricks 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:
    • Listening to your customers
    • Being helpful—regardless of profit
    • Taking the extra step
    • Throwing in something extra
    • Smiling
  • 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:

Part B: To coach Greg Little, you are required to perform the following activities:

  • Explain and demonstrate the following specific skills:
    • Personal hygiene for food handlers
    • Interpersonal skills
  • Communicate how these skills will help Greg to improve his professionalism and gain some friends. Check Greg’s understanding of interpersonal skills.
  • Advise the following organisational procedures related to personal hygiene for food handlers:
    • Wash and dry your hands thoroughly before handling food, and wash and dry them again frequently during work.
    • Dry your hands with a clean towel, disposable paper towel or under an air dryer.
    • Never smoke, chew gum, spit or eat in a food handling or food storage area.
    • Never cough or sneeze over food, or where food is being prepared or stored.
    • Wear clean protective clothing, such as an apron.
    • Keep your spare clothes and other personal items (including mobile phones) away from where food is stored and prepared.
    • Tie back or cover long hair.
    • Keep fingernails short, so they are easy to clean and don’t wear nail polish because it can chip into the food.
    • Avoid wearing jewellery, or only wear plain-banded rings and sleeper earrings.
    • Completely cover all cuts and wounds with a wound strip or bandage (brightly coloured waterproof bandages are recommended).
    • Wear disposable gloves over the top of the wound strip if you have wounds on your hands.
    • Change disposable gloves regularly.
  • Provide Greg with the opportunity to practice skills.
  • Provide feedback to Greg in a constructive and supportive manner.

Document your coaching activities in the template provided below.


Coaching template (Greg Little)

Specifics skills explained and demonstrated:

Knowledge communicated:

Advised organisational procedures:

Skill level of colleague before practices on a scale of 1 - 10

Time allocated to practice skill:

Feedback provided:

Part C: To coach Amanda Chase, you are required to perform the following activities:

  • Explain and demonstrate the following specific skills:
    • Anger management
    • Time management
  • Communicate how these skills will help Amanda to improve her cooking skills and check Amanda’s understanding of time management.
  • Advise the following organisational procedures related to time management:
    • Have a plan for what you want to accomplish
    • Break tasks into reasonable units
    • Prioritise tasks and refuse unnecessary tasks
    • Delegate if possible
  • Provide Amanda with the opportunity to practice skills
  • Provide feedback to Amanda in a constructive and supportive manner.

Document your coaching activities in the template provided below.

Coaching template (Amanda Chase)

Specifics skills explained and demonstrated:

Knowledge communicated:

Advised organisational procedures:

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

Time allocated to practice skill:

Feedback provided:

Part D: To coach Aman Cavendish, you are required to perform the following activities:

  • Explain and demonstrate the following specific skills:
    • Food handling
    • Cross-contamination preventive practices
  • Communicate how these skills will help Aman to improve his cooking skills and check Aman’s understanding of cross-contamination.
  • Advise the following organisational procedures related to cross-contamination preventive practices:
    • Use different equipment
    • Each type of food should be prepped and handled with a different piece of equipment.
    • Use one set of cutting boards, utensils and containers for raw poultry.
    • Use another set for raw meat
    • Use a different set for production
    • Use coloured cutting boards and utensil handles to help keep equipment separate
    • If this system is not possible, prep food at different times.
    • Clean and sanitise all work surfaces
    • All work surfaces, equipment and utensils should be cleaned and sanitised after each task.
    • Simply rinsing equipment is not enough to eliminate pathogens that can contaminate food
  • Provide Aman with an opportunity to practice his skills
  • Provide feedback to Aman in a constructive and supportive manner.

Document your coaching activities in the template provided below.

Coaching template (Aman Cavendish)

Specifics skills explained and demonstrated:

Knowledge communicated:

Advised organisational procedures:

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

Time allocated to practice skill:

Feedback provided:

Part E: In this task, you are required to self-evaluate your coaching performance using the below self-evaluation template.


Self-evaluation

Name:

Date:

Coaching criteria:

Yes/No

Communicated clearly

Demonstrated organisational task requirements

Respected commercial time constraint (colleagues’ availability)

Applied following key principles of training:

o explanation

o demonstration

o review

o listening to trainee explanation

o observing and evaluating trainee demonstration

o providing feedback

Task 3: Follow-up coaching

Subtask 3.1: In this task, you are required to arrange a meeting with your colleagues. The following people will be the participants of the meeting:

  • You
  • Huiqi Li
  • Greg Little
  • Amanda Chase
  • Aman Cavendish

The agenda of the meeting is to monitor the progress of new workplace skills and provide supportive assistance.

Before the meeting, you need to:

  • Prepare a meeting agenda using the template provided.

During the meeting, you need to:

  • Apply questioning and listening techniques to check or confirm understanding.
  • Ask:
    • At least ask two questions to Huiqi to check her improvement in understanding customer service
    • At least ask two questions to Greg to check his improvement in understanding personal hygiene
    • At least ask two questions to Amanda to check her improvement in understanding time management
    • At least ask two questions to Aman to check her improvement in understanding cross-contamination preventive practices
  • Request feedback from participants.
  • Gain support.

Huiqi, Greg, Amanda and Aman will:

  • Answer the questions to demonstrate their understanding.

After the meeting, you must complete the meeting minutes and progress monitoring template provided below.

Meeting agenda template:

Date/Time:

Location:

Chairperson:

Meeting Attendees:

Full names and roles

Agenda Item/Topic

Discussion/Outcomes

Action Officer

Due Date

Welcome

(Agenda item 1)

Topic?

(Agenda item 2)

Topic?

(Agenda item 3)

Topic?

Summary

Overall Summary

Decision/s

Action/s if any

Next Meeting Time/date

Meeting closed at:

Minutes are a true and accurate record of the meeting

Approved/confirmed by whom?

Meeting minutes template:

Minutes of Meeting

Meeting Objective:

Attendees:

Venue:

Date:

No.

Points Discussed

Actions Suggested

Target Date

Signature of attendee 1:

Signature of attendee 2:

Signature of attendee 3:

Signature of attendee 4:

Progress Monitoring template



Progress Monitoring

Huiqi Li

Question 1:

Answer 1:

Question 2:

Answer 2:

Greg Little

Question 1:

Answer 1:

Question 2:

Answer 2:

Amanda Chase

Question 1:

Answer 1:

Question 2:

Answer 2:

Aman Cavendish

Question 1:

Answer 1:

Question 2:

Answer 2:

Skill level of colleagues based on question answered on the scale of 1 - 10

Huiqi Li

Greg Little

Amanda Chase

Aman Cavendish

Subtask 3.2: In this task, you are required to analyse the progress monitoring report which you have prepared in subtask 3.1. Identify performance problems or difficulties with coaching and suggest rectification measures. Performance problems or difficulties may include the following:

  • breakdown in communication
  • inappropriate circumstances for coaching
  • insufficient opportunity to practice
  • language or cultural barriers
  • shyness or lack of confidence

Document your responses in the template provided below.

Analysis report

Colleague

Problems or difficulties identified

Suggested rectification method

Huiqi Li

Greg Little

Amanda Chase

Aman Cavendish

Subtask 3.3: In this task, you are required to draft an email to your supervisor. The purpose of this email is to:

  • Inform the supervisor about the progress made by colleagues using the monitoring report which you have prepared in subtask 3.1.
  • Refer the analysis report to the supervisor for follow up.

Use the space provided to document your response.

Draft email to supervisor

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