SITXHRM001 Coach Others in Job Skills

Q1:

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

knowledge, experience, skills, abilities, awareness, values, motives and need

Q2:

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

Technical skills have to be explained in detailed

Need to draw on the work experience

It must be according to the career sector and the profession chosen

Must be complementing the general competencies and behavior

Q3:

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

Supervisor

Manager

Board of Directors

CEO

Colleagues

Client

Q4:

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

To make the individual able to work out answers to issues or problems by themselves

Remain attentive to practice in order to identify any problems or issues or to see if the process is not been followed appropriately

Encouraging the colleague to ask questions about the things they are not able to understand.

Q5:

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

When an employee has the skills and ability to complete the task at hand, but for some reason is struggling with the confidence, focus, motivation, drive, or bandwidth to be at their best, coaching can help.

When there is need to Empowers individuals and encourages them to take responsibility.

When there is need to Increases employee and staff engagement.

Q6:

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

Choosing the right assessment tools

Developing and implementing the checklists that can be filled by the supervisor or the manager

Observing the employee in the real time situation

Recording changes in results

Collecting the feedback on performance

Q7:

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

Aptitude skills

Knowledge or technical skills

Personal traits or attitude skills

Q8:

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

examining the past mistakes

Evaluating the employee engagement

Take note of employees absenteeism and retention

Getting help to find out high performing employees

Q9:

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

Establishing and acting towards achieving professional as well as personal goals

Increasing level of engagement of the employees

Safe place to gain perspective

Enhance deeper level of learning

Support for improving the specific skills

Build personal awareness

Creating a strong leadership skills

Developing high potential employees

Q10:

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

Be problem focused and specific

Talk about the situation and not the person

Give praises where due

Be direct but informal

Be sincere

Listen and empathize

Provide timely feedback

Q11:

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

Teamwork

Negotiation and persuasion

Leadership

Problem solving

Critical thinking

Q12:

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

Lead by example

Focus on initiative and not just the question

Make sure to listen to what is being asked

Q13:

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

Listening skills

Clarity

Organized and logical approach

Brevity

Situational analysis

Feedback

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.

The coach and client both are responsible for determining the objective and scope of coaching. The main objective of the coaching is facilitation and the outcome that is required from coaching is personal growth and achievement of results. Coaching helps in greater goal clarity and better alignment. The objectives must be clearly defined and allows for additional details for the planning.

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

• Breakdown in communication: This is failure to exchange information, and results in poor and lack of communication in case the receiver is not able to perceive what is been said. This can be avoided if the communication is direct and concise.

• Shyness or lack of confidence: This happens when the work that is been assigned does not leverage the skills. This can be overcome by indulging in different activities at the workplace as brainstorming sessions.

• Inappropriate circumstances for coaching: if any of the staff members are lacking specific skills or knowledge like technical skills, or project related skills, and the manager is not able to identify the issue results in inappropriate circumstances for coaching. Immediate coaching needs are identified and coaching is given to such employees after discussion with supervisor or manager and after talking to the employee.

• Insufficient opportunity to practice: this could be because the team member who is indulge in the coaching might be unwell or may be affected by personal issues or may not have time to indulge in coaching. This can be overcome by motivating the employee to act responsibly and understand the importance of coaching

• Language or cultural barriers: The differences in the language and the body gestures from the different cultural backgrounds may require the coaching. The coaching is given to handle the situation where the coworker or the clients may be of different cultural background. The cultural training is the solution that helps the employee overcome such 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

· Direction from colleagues: This can be achieved through providing the regular and frequent feedback and creating a culture of team feedback at the workplace.

· Own observation and workplace experience: this helps in providing the direct report of the areas of improvement and identifying the needs of the coaching of the individual employees

· Request for coaching from colleagues to be coached: An analysis must be conducted in such regards whether coaching is the right strategy to address the problem as been requested.

The following are the key principle of training that includes specificity, individualisation, progressive overload, variation and be aware of reversibility. In order to get the maximum benefits from the training or coaching the following principles must be applied and would help in improving the productivity and performance of the employees.

Q17:

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

work health & safety

1. ensure a clean and easy access to emergency exits and equipment

2. Develop processes and procedures for controlling hazardous chemicals in the workplace

hygiene legislative requirements.

1.Implementing hygienic policy

2. Providing the proper access to clean water

3. Providing the clean toilets and restrooms

Q18:

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

Be clear on the jobs responsibilities and accountability

Providing the employees with the challenging and productive work

Provision of the right equipment and tools for the jobs

Establishing the effective communication systems in the organization

Coaching Needs

Colleague Name

Coaching Needs

Reasoning

Huiqi Li

Providing the cultural coaching and coaching for adaptive behavior to adapt and adjust behavior across cultures to have confident and knows what is exactly meant by others for their words and signs, coaching needs of language and cultural barriers and overcome shyness and lack of confidence

Huiqi is from mainland China, from different cultural background. She doesn’t speak much as there is language barrier, and she seems to not have many friends at work. She seems to become quite flustered when confronted with an argumentative situation as she lacks confidence.

Greg Little

Need for the improvement in the job performance and coaching on legislation and hygiene requirement at workplace is required

Greg often fails to properly wash his hands, if he does at all, when moving between different types of produce.

Amanda Chase

Improving productivity for relaxation, positive visualization, and improving moods at work

She is not able to sync her work requirements and her behavior

Aman Cavendish

Developing new skills such as technical skills and improving the job performance

He requires coaching to prevent further bad habits from forming and to learn the correct processes.

Date/Time:

21^st April 2021

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.

Location:

Board room

Chairperson:

Alex John

Meeting Attendees:

Full names and roles

Alex John

Huiqi Li

Greg Little

Amanda Chase

Aman Cavendish

Agenda Item/Topic

Discussion/Outcomes

Action Officer

Due Date

Welcome

Welcoming the attendees for the meeting

Alex John

21^st April 2021

(Agenda item 1)

Coaching needs of the employees

Discussing the individual issues or problems faced by the employees

Alex John

21^st April 2021

(Agenda item 2)

Discussing the coaching requirements with the team

Discussing the requirement of coaching for the individuals as what is required for their personal and professional development

Alex John

21^st April 2021

(Agenda item 3)

Finding the coaching requirements and techniques appropriate as per individual requirement and providing the coaching

Discussing the appropriate techniques that are required for improving their personal and professional development

Alex John

21^st May 2021

Summary

Overall Summary: The coaching needs are identified and discussed with the employees and provided them with the techniques./ methods of provision of coaching in order to enhance their personal and professional development

Decision/s: It is decided that all the employees must be given coaching for improving their skills and requirements as per the job

Action/s if any

Huiqi Li would be given coaching for overcoming cultural and language barriers and being more confident

Greg Little would be given the training to improve his performance at the workplace and coaching on legislation and hygiene requirement at workplace is required

Amanda Chase would be given the coaching for Improving productivity for relaxation, positive visualization, and improving moods at work

Aman Cavendish would be given coaching for developing new skills such as technical skills and improving the job performance

Alex John

21^st April 2021

Next Meeting Time/date

21^st May 2021

Meeting closed at:

4 pm

Minutes are a true and accurate record of the meeting

Approved/confirmed by whom?

Minutes of Meeting

Meeting Objective: To identify specific coaching needs through discussion with colleagues

Attendees:Alex John, Huiqi Li, Greg Little, Amanda Chase, Aman Cavendish

Venue: Board Room

Date:21st April 2021

No.

Points Discussed

Actions Suggested

Target Date

1

Discussion on the coaching needs and requirements of Huiqi Li and providing the coaching as per the needs

Requiring the cross cultural coaching and coaching for overcoming language barriers

21^st May2021

2

Discussion on the coaching needs and requirements of Greg Little and providing the coaching as per the needs

Requiring coaching for self development and for legislation and hygiene requirements at workplace

21^st May 2021

3

Discussion on the coaching needs and requirements of Amanda Chase and providing the coaching as per the needs

Requiring coaching for professional development and Improving productivity for relaxation, positive visualization, and improving moods at work

21^st May 2021

4

Discussion on the coaching needs and requirements of Aman Cavendish and providing the coaching as per the needs

Requiring coaching on Developing new skills such as technical skills and improving the job performance

21^st May 2021

Signature of attendee 1: Huiqi Li

Signature of attendee 2:Greg Little

Signature of attendee 3:Amanda Chase

Signature of attendee 4:Aman Cavendish

Specific Coaching Needs

Colleague Name

Specific Coaching Needs

Availability

Huiqi Li

Providing the cultural coaching and coaching for adaptive behavior to adapt and adjust behavior across cultures to have confident and knows what is exactly meant by others for their words and signs, coaching needs of language and cultural barriers and overcome shyness and lack of confidence

Monday and Tuesday, 11 AM – 2 PM

Greg Little

Need for the improvement in the job performance and coaching on legislation and hygiene requirement at workplace is required

Thursday, 03 PM – 05 PM

Amanda Chase

Improving productivity for relaxation, positive visualization, and improving moods at work

Friday, 10 AM – 1 PM

Aman Cavendish

Developing new skills such as technical skills and improving the job performance

Monday, Wednesday and Friday, 1 PM – 4 PM.

Coaching session plan (Huiqi Li)

Session details:

Date: Monday

Time: 11 AM – 2 PM

Location:Board room

Participant details:

Name: Huiqi Li

Position: wait staff

Sex: Male

Coaching objectives:

To provide the cultural coaching and coaching for adaptive behavior to adapt and adjust behavior across cultures to have confident and knows what is exactly meant by others for their words and signs, coaching needs of language and cultural barriers and overcome shyness and lack of confidence

Coaching session plan (Greg Little)

Session details:

Date: Thursday

Time: 03 PM – 05 PM

Location:Board Room

Participant details:

Name: Greg Little:

Position: 1st year Chef apprentice

Sex: Male

Coaching objectives:

To improve in the job performance and coaching on legislation and hygiene requirement at workplace is required of Greg Little so that he can advise the right way to others

Coaching session plan (Amanda Chase)

Session details:

Date: Friday,

Time: 10 AM – 1 PM

Location:Board room

Participant details:

Name: Amanda Chase

Position:2nd year Chef apprentice

Sex: female

Coaching objectives:

To improve productivity for relaxation, positive visualization, and improving moods at work

Coaching session plan (Aman Cavendish)

Session details:

Date:Wednesday

Time: 1 PM – 4 PM.

Location:Board room

Participant details:

Name: Aman Cavendish

Position:new chef apprentice

Sex:Male

Coaching objectives:

To Develop new skills such as technical skills and improving the job performance

Coaching template (Huiqi Li)

Specifics skills explained and demonstrated:

Specific skills related to overcome language and cultural barriers by using plain language,keeping positive mindset, strategize, be adaptive and make friends . This is demonstrated through role play

Knowledge communicated:

Knowledge communicated by displaying through the role play as how to focus on body language, participating in language exchanging and adopting a 'learn it before you need it' mentality

Advised organisational procedures:

· Advise the following organisational procedures related to customer service:

o Listening to your customers

o Being helpful—regardless of profit

o Taking the extra step

o Throwing in something extra

o Smiling

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

4

Time allocated to practice skill:

30 minutes

Feedback provided:

Have shown improvement, need to keep focus on the provision of the services to the customers rather than hesitating for the language

Coaching template (Greg Little)

Specifics skills explained and demonstrated:

Through role play, Greg little is explained of how to locate and follow workplace information, about own food handling operations, how to identify and correct (or report) situations or procedures that do not meet the business' food safety obligations, who to report food safety issues to within the business, responsibilities in relation to health and hygiene requirements.

Also demonstration of interpersonal skills through demonstrating how to care for others, having clear communication and collaborating well with others

Knowledge communicated:

Knowledge communicated for Personal hygiene for food handlers and Interpersonal skills

Advised organisational procedures:

· the following organizational procedures related to personal hygiene for food handlers:

o Wash and dry your hands thoroughly before handling food, and wash and dry them again frequently during work.

o Dry your hands with a clean towel, disposable paper towel or under an air dryer.

o Never smoke, chew gum, spit or eat in a food handling or food storage area.

o Never cough or sneeze over food, or where food is being prepared or stored.

o Wear clean protective clothing, such as an apron.

o Keep your spare clothes and other personal items (including mobile phones) away from where food is stored and prepared.

o Tie back or cover long hair.

o Keep fingernails short, so they are easy to clean and don’t wear nail polish because it can chip into the food.

o Avoid wearing jewellery, or only wear plain-banded rings and sleeper earrings.

o Completely cover all cuts and wounds with a wound strip or bandage (brightly coloured waterproof bandages are recommended).

o Wear disposable gloves over the top of the wound strip if you have wounds on your hands.

o Change disposable gloves regularly.

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

3

Time allocated to practice skill:

30 minutes

Feedback provided:

Need to focus on on interpersonal skills

Coaching template (Amanda Chase)

Specifics skills explained and demonstrated:

Demonstrating on process of learning to recognize the various signs for which she has become angry, and providing the actions that are required and help her dealing in the situation in more productive way.

She is been demonstrated with setting her goals and prioritizing wisely and also to limit and set the time for the completion of tasks, and encouraging her to take the breaks in between the tasks and removing the barriers of communication, and planning ahead.

Knowledge communicated:

Knowledge communicated for time management and anger management

Advised organisational procedures:

· Advise the following organizational procedures related to time management:

o Have a plan for what you want to accomplish

o Break tasks into reasonable units

o Prioritise tasks and refuse unnecessary tasks

o Delegate if possible

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

4

Time allocated to practice skill:

30 minutes

Feedback provided:

Need to prioritize and delegate the work more efficiently and effectively

Coaching template (Aman Cavendish)

Specifics skills explained and demonstrated:

The detailed explanation for the practices to be followed for handling food as per the legislative requirements and as per the standard operating procedures and demonstration of working of the equipment to be sued at the workplace

Knowledge communicated:

· Knowledge regarding the organizational procedures related to cross-contamination preventive practices is communicated

Advised organisational procedures:

· the following organizational procedures related to cross-contamination preventive practices:

o Use different equipment

o Each type of food should be prepped and handled with a different piece of equipment.

o Use one set of cutting boards, utensils and containers for raw poultry.

o Use another set for raw meat

o Use a different set for production

o Use coloured cutting boards and utensil handles to help keep equipment separate

o If this system is not possible, prep food at different times.

o Clean and sanitize all work surfaces

o All work surfaces, equipment and utensils should be cleaned and sanitized after each task.

o Simply rinsing equipment is not enough to eliminate pathogens that can contaminate food

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

5

Time allocated to practice skill:

30 minutes

Feedback provided:

Need better understanding of the standard operating procedures of the business

Self-evaluation

Name:

Date:

Coaching criteria:

Yes/No

Communicated clearly

Yes

Demonstrated organisational task requirements

yes

Respected commercial time constraint (colleagues’ availability)

yes

Applied following key principles of training:

o explanation

yes

o demonstration

yes

o review

yes

o listening to trainee explanation

yes

o observing and evaluating trainee demonstration

yes

o providing feedback

yes

Date/Time:

21^st May 2021

Location:

Board room

Chairperson:

Alex John

Meeting Attendees:

Full names and roles

Alex John

Huiqi Li

Greg Little

Amanda Chase

Aman Cavendish

Agenda Item/Topic

Discussion/Outcomes

Action Officer

Due Date

Welcome

Welcoming the staff in the second meeting of the coaching session

Alex John

21^st May 2021

(Agenda item 1)

Benefits of Coaching

Discussion on the benefits of coaching

21^st May 2021

(Agenda item 2)

Improvement in the work performance and the behavior of the staff

Discussion on the feedback for the improvement in the work performance and the behavior of tall he staff

Alex John

21^st May 2021

(Agenda item 3)

Any further coaching requirements and feedback taken from staff

Taking the survey and filling the questionnaire and discussing on any further requirement of training to any of the staff

Alex John

28^th May 2021

Summary

Overall Summary

Coaching is provided to Huiqi Li

Greg Little, Amanda Chase, Aman Cavendish, all of them have shown the improvement while providing the coaching

Decision/s

It is decided that the surveys and questionnaire would be filled by employees to monitor and evaluate their improvement

Action/s if any

NA

Alex John

Next Meeting Time/date

25^th May 2021

Alex John

Meeting closed at:

4 pm

Alex John

Minutes are a true and accurate record of the meeting

Approved/confirmed by whom?

Alex John

Minutes of Meeting

Meeting Objective:To monitor the progress of new workplace skills and provide supportive assistance.

Attendees: Alex John, Huiqi Li, Greg Little, Amanda Chase, Aman Cavendish

Venue: Board Room

Date:21st May, 2021

No.

Points Discussed

Actions Suggested

Target Date

1

Discussion on the benefits of coaching

Discussed with the employees on benefits of coaching

21^st May 2021

2

Discussion on the feedback and monitoring for the improvement in the work performance and the behavior of all the staff

Taking feedback from the employees for their experience through coaching

21^st May 2021

3

Taking the survey and filling the questionnaire and discussing on any further requirement of training to any of the staff

Questionnaire was designed and shared with the employees to fill the answers for the questions as asked in the questionnaire for monitoring purpose

28^th may 2021

4

Monitoring the employees

Evaluating the feedback forms and the questionnaire for the understanding through coaching by the employees

28^th may 2021

Signature of attendee 1: Huiqi Li

Signature of attendee 2:Greg Little

Signature of attendee 3:Amanda Chase

Signature of attendee 4:Aman Cavendish

Progress Monitoring

Huiqi Li

Question 1:

How would you work with co-workers of different cultural backgrounds?

Answer 1:

I have learned that I can achieve this by making friends at the workplace from the different cultural backgrounds, talking to them, understanding their culture,listening to them and in case there is any need for the interpreter, must ask for the same and take the help of the supervisor or the manager

Question 2:

How would you resolve an issue with a client if you could not understand them due to the client speaking a foreign language?

Answer 2:

I have learned to empathize with the clients and listen to them carefully, keep my sentences short and simple,avoid any slang and would be culturally sensitive and in case of any interpreter would take help.

Greg Little

Question 1:

Explain the organizational procedure of personal hygiene of the food handlers?

Answer 1:

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.

Question 2:

What is the correct method of washing the hands ?

Answer 2:

Wet your hands with clean, running water (warm or cold), turn off the tap, and apply soap. Lather your hands by rubbing them together with the soap. Lather the backs of your hands, between your fingers, and under your nails. Scrub your hands for at least 20 seconds.

Amanda Chase

Question 1:

How would you control your anger while dealing with the staff?

Answer 1:

By knowing the areas which trigger my anger and finding the solution rather than reaction.

Question 2:

What is the importance of time management in work performance?

Answer 2:

setting her goals and prioritizing wisely and also to limit and set the time for the completion of tasks, and encouraging her to take the breaks in between the tasks and removing the barriers of communication, and planning ahead.

Aman Cavendish

Question 1:

What is the organizational procedures related to cross-contamination preventive practices?

Answer 1:

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 sanitize all work surfaces

Question 2:

How would you handle the food at the workplace?

Answer 2:

By following the standard operating procedures as been discussed with my manager and as per requirement of legislative requirements and workplace requirements

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

Huiqi Li

Greg Little

Amanda Chase

Aman Cavendish

8

7

8

9

Analysis report

Colleague

Problems or difficulties identified

Suggested rectification method

Huiqi Li

· language or cultural barriers

· shyness or lack of confidence

Must work on ethnocentrism, avoiding stereotyping, overcoming psychological barrier and having efficient and effective communication

Greg Little

· insufficient opportunity to practice

Need to take more time in understanding the requirements of the organization and legislation requirements

Amanda Chase

· inappropriate circumstances for coaching

· breakdown in communication

Need to manage the time and learn the communication skills

Aman Cavendish

· insufficient opportunity to practice

Need more time as the employee has joined recently, would need more time to practice

Draft email to supervisor

From: Alex John

To: Supervisor

Subject: Progress made by the employees through coaching

Dear Supervisor,

This is regarding the coaching that is provided to the following staff members, Huiqi Li, Greg Little, Amanda Chase, Aman Cavendish after identifying their need for coaching and as per their requirement for the areas of improvement.

The following progress is made by them after attaining the coaching:

Huiqi Li : He is able to understand and manage the areas of cultural differences and language barriers as he was able to demonstrate the same through role plays and have found significant improvement in dealing with the clients and adjusting with co-workers

Greg Little: He is able to manage the personal hygiene as per the requirement of the legislation and the standard to be maintained at the workplace

Amanda Chase: she is able to prioritize her work plan and limit and set the time for the completion of tasks.

Aman Cavendish : He is new joinee still he manages well in undertstanding the procedure for handling the food and equipment art the work place.

After the coaching and demonstration, the staff are monitored for the wok performance and the areas of the improvement.

The following analysis is conducted for them:

Kindly check for the analysis report and make sure to provide them with further coaching and in case any training is required, kindly inform

Yours sincerely,

Alex John