BSBMGT502 Manage People Performance Assessment Guide

The BSBMGT502 Manage People Performance Assessment Guide provides information on the assessment process for this unit. It explains the assessment methods used and how to achieve a satisfactory result. The guide also provides tips on how to format assessments and reference sources. It outlines the appeals process and how to apply for Recognition of Prior Learning (RPL). The guide includes a written activity on allocating workload and tasks for a new employee and assessing their performance. Performance measures such as customer satisfaction, lead time of delivery, and inventory management are discussed.

BSBMGT502 MANAGE PEOPLE PERFORMANCE
ASSESSMENT GUIDE

ASSESSMENT INFORMATION for students
Throughout your training we are committed to your learning by providing a training and
assessment framework that ensures the knowledge gained through training is translated into
practical on the job improvements.
You are going to be assessed for:
 Your skills and knowledge using written and observation activities that apply to the
workplace.
 Your ability to apply your learning.
 Your ability to recognise common principles and actively use these on the job.
All of your assessment and training is provided as a positive learning tool. Your assessor will
guide your learning and provide feedback on your responses to the assessment materials until
you have been deemed competent in this unit.
HOW YOU WILL BE ASSESSED
The process we follow is known as competency-based assessment. This means that evidence of
your current skills and knowledge will be measured against national standards of best practice,
not against the learning you have undertaken either recently or in the past. Some of the
assessment will be concerned with how you apply your skills and knowledge in the workplace,
and some in the training room as required by each unit.
The assessment tasks have been designed to enable you to demonstrate the required skills and
knowledge and produce the critical evidence to successfully demonstrate competency at the
required standard.
Your assessor will ensure that you are ready for assessment and will explain the assessment
process. Your assessment tasks will outline the evidence to be collected and how it will be
collected, for example; a written activity, case study, or demonstration and observation.
The assessor will also have determined if you have any special needs to be considered during
assessment. Changes can be made to the way assessment is undertaken to account for special
needs and this is called making Reasonable Adjustment.
What happens if your result is ‘Not Yet Competent’ for one or more assessment tasks?
Our assessment process is designed to answer the question “has the desired learning outcome
been achieved yet?” If the answer is “Not yet”, then we work with you to see how we can get
there.
In the case that one or more of your assessments has been marked ‘NYC’, your trainer will
provide you with the necessary feedback and guidance, in order for you to resubmit your
responses.
What if you disagree on the assessment outcome?
You can appeal against a decision made in regards to your assessment. An appeal should only
be made if you have been assessed as ‘Not Yet Competent’ against a specific unit and you feel
you have sufficient grounds to believe that you are entitled to be assessed as competent. You
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must be able to adequately demonstrate that you have the skills and experience to be able to
meet the requirements of units you are appealing the assessment of.
Your trainer will outline the appeals process, which is available to the student. You can request
a form to make an appeal and submit it to your trainer, the course coordinator, or the
administration officer. The RTO will examine the appeal and you will be advised of the outcome
within 14 days. Any additional information you wish to provide may be attached to the appeal
form.
What if I believe I am already competent before training?
If you believe you already have the knowledge and skills to be able to demonstrate competence
in this unit, speak with your trainer, as you may be able to apply for Recognition of Prior
Learning (RPL).
Assessor Responsibilities
Assessors need to be aware of their responsibilities and carry them out appropriately. To do
this they need to:
 Ensure that participants are assessed fairly based on the outcome of the language,
literacy and numeracy review completed at enrolment.
 Ensure that all documentation is signed by the student, trainer, workplace
supervisor and assessor when units and certificates are complete, to ensure that
there is no follow-up required from an administration perspective.
 Ensure that their own qualifications are current.
 When required, request the manager or supervisor to determine that the student is
‘satisfactorily’ demonstrating the requirements for each unit. ‘Satisfactorily’ means
consistently meeting the standard expected from an experienced operator.
 When required, ensure supervisors and students sign off on third party assessment
forms or third party report.
 Follow the recommendations from moderation and validation meetings.
How should I format my assessments?
Your assessments should be typed in a 11 or 12 size font for ease of reading. You must include a
footer on each page with the student name, unit code and date. Your assessment needs to be
submitted as a hardcopy or electronic copy as requested by your trainer.
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How long should my answers be?
The length of your answers will be guided by the description in each assessment, for example:
Type of Answer Answer Guidelines
Short Answer 4 typed lines = 50 words, or
5 lines of handwritten text
Long Answer
8 typed lines = 100 words, or
10 lines of handwritten text = 1
3of a foolscap page
Brief Report
500 words = 1 page typed report, or
50 lines of handwritten text = 1 1
2foolscap handwritten pages
Mid Report 1,000 words = 2 page typed report
100 lines of handwritten text = 3 foolscap handwritten pages
Long Report 2,000 words = 4 page typed report
200 lines of handwritten text = 6 foolscap handwritten pages
How should I reference the sources of information I use in my assessments?
Include a reference list at the end of your work on a separate page. You should reference the
sources you have used in your assessments in the Harvard Style. For example:
Website Name – Page or Document Name, Retrieved insert the date. Webpage link.
For a book: Author surname, author initial Year of publication, Title of book, Publisher, City,
State
ASSESSMENT GUIDE
The following table shows you how to achieve a satisfactory result against the criteria for each
type of assessment task. The following is a list of general assessment methods that can be used
in assessing a unit of competency. Check your assessment tasks to identify the ones used in this
unit of competency.
Assessment Method Satisfactory Result Non-Satisfactory Result
You will receive an overall result of Competent or Not Yet Competent for the unit. The assessment process
is made up of a number of assessment methods. You are required to achieve a satisfactory result in each of
these to be deemed competent overall. Your assessment may include the following assessment types.
Questions
All questions answered correctly Incorrect answers for one or more
questions
Answers address the question in
full; referring to appropriate
sources from your workbook
and/or workplace
Answers do not address the
question in full. Does not refer to
appropriate or correct sources.
Third Party Report
Supervisor or manager observes
work performance and confirms
that you consistently meet the
standards expected from an
experienced operator
Could not demonstrate
consistency. Could not
demonstrate the ability to achieve
the required standard
Written Activity
The assessor will mark the activity
against the detailed
guidelines/instructions
Does not follow
guidelines/instructions
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Assessment Method Satisfactory Result Non-Satisfactory Result
You will receive an overall result of Competent or Not Yet Competent for the unit. The assessment process
is made up of a number of assessment methods. You are required to achieve a satisfactory result in each of
these to be deemed competent overall. Your assessment may include the following assessment types.
Attachments if requested are
attached
Requested supplementary items
are not attached
All requirements of the written
activity are addressed/covered.
Response does not address the
requirements in full; is missing a
response for one or more areas.
Responses must refer to
appropriate sources from your
workbook and/or workplace
One or more of the requirements
are answered incorrectly.
Does not refer to or utilise
appropriate or correct sources of
information
Observation/Demonstration
All elements, criteria, knowledge
and performance evidence and
critical aspects of evidence, are
demonstrated at the appropriate
AQF level
Could not demonstrate elements,
criteria, knowledge and
performance evidence and/or
critical aspects of evidence, at the
appropriate AQF level
Case Study
All comprehension questions
answered correctly; demonstrating
an application of knowledge of the
topic case study.
Lack of demonstrated
comprehension of the
underpinning knowledge (remove)
required to complete the case
study questions correctly. One or
more questions are answered
incorrectly.
Answers address the question in
full; referring to appropriate
sources from your workbook
and/or workplace
Answers do not address the
question in full; do not refer to
appropriate sources.
Practical Activity
All tasks in the practical activity
must be competed and evidence of
completion must be provided to
your trainer/assessor.
All tasks have been completed
accurately and evidence provided
for each stated task.
Tasks have not been completed
effectively and evidence of
completion has not been provided.
Attachments if requested are
attached
Requested supplementary items
are not attached
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ASSESSMENT COVER SHEET
Assessment Cover Sheet
Student’s name:
Assessors Name: Date:
Is the Student ready for assessment? Yes No
Has the assessment process been explained? Yes No
Does the Student understand which evidence is to be collected and
how? Yes No
Have the Student’s rights and the appeal system been fully explained? Yes No
Have you discussed any special needs to be considered during
assessment? Yes No
The following documents must be completed and attached
 Written Activity Checklist
The student will complete the written activity provided to them by
the assessor.
The Written Activity Checklist will be completed by the assessor.
S NYS
 Third Party Report
The student will demonstrate a range of skills and the supervisor/
assessor will observe where appropriate to the unit.
The Observation Checklist will be completed by the
supervisor/assessor.
S NYS
 Multiple Choice Checklist
The student will answer a range of questions
The Questioning Checklist will be completed by the assessor.
S NYS
I agree to undertake assessment in the knowledge that information gathered will only be used for
professional development purposes and can only be accessed by the RTO:
Overall Outcome Competent Not yet Competent
Student Signature: Date:
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Assessor Signature: Date:
Result and Feedback
Feedback to Student:
Overall Outcome Competent Not yet Competent
Assessor
Signature: Date:
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WRITTEN ACTIVITY
For this assessment you will need to perform the following tasks. These tasks will need to be
completed and submitted in a professional, word processed, format. Each task must be 1000
words minimum in length.
Task 1
Your task is to choose 1 person who could be employed by your company and complete the
following:
1. Allocate their work load and tasks (please discuss their roles and their performance
measures for at least 3 tasks)
The new person will be employed as the worker in the café, where he/she will
be having three distinct tasks and workload. The main role of the workers will
be to serve the coffee and other components to the customer at their request
after getting the order. This part is essential as the worker needs to adequately
interact with the customer and gather the required information about their
order, which can then be proceed to another task. The second task of the worker
is to highlights the orders and getting it cleared at time without any delay, which
is essential to the retention of customer, while increasing customer satisfaction
level. In addition, the third job of the employee is to count the inventory and
make sure the café is stocked accordingly to support the demand from
customers and reduce the chance of failed orders. The worker also needs to
clean the table after the customer a left. Hence, the employees has specific tasks,
where orders needs to be taken and delivered to the customer, cleaning the table
after the customer and managing the inventory conditions of the café.
There is specific performance measures that can be used for analyzing the
performance of the employee and detect its ability to deliver the required level
of output and service quality. The performance measure such as customer
satisfaction review, lead time of delivery of the ordered products and evaluation
of the inventory conditions can be conducted to determine performance of the
employee. The identified performance measure can eventually help in detecting
the overall input that has been conducted by the employee in improving the
customer relationship with the café. In addition, the inventory management
performance can be evaluated for the pervious monthly to determine whether
there was shortage of raw materials, which led to the no delivery of customer
order. Moreover, the review from the manager and other workers can be
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conducted to determine the lead time taken by the employee in delivering the
ordered product by the customers.
2. Then you are to discuss how you would assess their performance for each of the
listed tasks and discuss the measures used to assess
The performance of the employee will be conducted with the help of three different
performance measure, as it helps in determining the overall performance of the
employee. The first performance measure that can be used for analyzing the work
quality of the employee is the customer satisfaction, which helps in determining
whether the employee has been conducting the work load adequately. Specific
interviews will be taken of those customers, how the employee is being attending,
which will ensure the customer satisfaction level and the performance of the
employee in acquiring the delivery of the order. This detection would eventually
help in determining whether the employee has been behaving adequately within the
customer.
The second performance measure that needs to be taken into consideration is the
evaluation from other employees regarding the performance of the new employee.
This would eventually help in detecting the faults and lead time that has been taken
by the employee in taking the order and delivering it to the customers. The attitude
of the employee is also taken into consideration. This would eventually help in
Detecting the performance of the new employee in providing the customers with the
order in adequate time frame. This performance measure would eventually ensure
that the employee has complied with the rules and regulations of the workplace,
while providing satisfactory action towards the customer.
The third performance measures that will be used for understanding efficiency of
the employee is the inventory management system, as he or she was responsible for
maintaining the Inventory of the cafe. The detection of any kind of lack in inventory
storage would eventually help in detecting the efficiency of the employees in
maintaining the required level of inventory support the demands of customers.
Records of the inventory would be taken into consideration where overstocking and
understocking of the goods can be detected To identify the efficiency of the
employee. Moreover, maintenance of adequate inventory level would ensure that
the employee has performed adequately and in accordance with the job
requirements.
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3. Then you are to discuss how you would manage follow up discussing all aspects
from developing a performance improvement plan to termination
The performance review of the employee would eventually help in detecting his or
her efficiency in the workplace. Moreover, if it is seen that the employee’s
performance is up to the mark and lagging some of the minor requirements that is
needed by the work environment, adequate training can be conducted to improve
the performance. Furthermore, the evaluation of performance he would eventually
help in understanding that whether the employees possible to qualify for taking the
adequate orders from customers. The performance is relatively satisfactory and
minor adjustments can be conducted then cleaning from experienced employee
would eventually help you increase their efficiency level. Moreover, efficiency of the
employees can be improved by conducting relevant training, which can eventually
help in improving Performance of the employee.
Relevant improvements can be conducted on the event management system that is
being used by the employee. The responsibility of you provides to ensure that the
stock levels are adequate overstocking and understocking are not conducted the
indicated. If the performance of the employee is not adequate and relevance training
can be conducted which would ensure satisfactory results from the employee.
The performance improvement plan needs to be used for increasing efficiency of the
employee and adequately improve the level of work that needs to be conducted.
Firstly adequate training needs to be conducted on customer satisfaction then the
overall training needs to be conducted for operational process and lastly the training
for inventory management can be conducted to the employee. This would relevantly
ensure that the employee has been provided all the performance improvement
measures that could allow him or her to increase the performance level. However, if
the maintenance of the performance level is not adequate and lag is being seen then
the employee can be terminated as he or she will not be able to perform adequately
in the café.
Task 2
For this task you must research and answer each of the following questions in your own words:
1. Outline relevant legislative and regulatory requirements
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The relevant resolution legislation such as work health and safety Act 2011, work
health and safety regulation 2011, and code of practice needs to be Conducted in the
business environment to effectively comply with the government regulations. The
above legislative and regulations are relatively required in a cafe as health and
safety measures needs to be conducted by the organization in the premises. Without
the presence of adequate legislative and regulatory requirements the organization
can increase their unethical measures while raising the chance of negative health
and safety conduct in the business environment. Hence the legislative and
regulatory requirements are adequate for the Cafe business.
2. Outline relevant awards and certified agreements
The organization adequately conducts relevant or award ceremonies which helps in
motivating the employees and increasing the productivity of the overall Cafe. The
business aims in providing relevant certification to the Employees, who can improve
the level of operations in the capital and increased productivity of the workforce.
The relevant awards such as employee of the month, customer Choice Award, full
attendance award and no late award would eventually help in improving the level of
motivation among the employees, which in turn helps in raising the productivity
level of the cafe.
Certified agreements are relatively conducted to improve the efficiency of the
employees who intend to complete certain terms to achieve the element position
within the organization. The employees in the cafe could be motivated by providing
adequate awareness regarding the performance attribute which is demanded by the
organization. fulfillment of the identified performance attributes would eventually
promotions and increase in pay which would eventually motivate the employees to
increase the productivity and maintain the adequate performance attributes and
exceed beyond to increase their probability of achieving a higher position in the
organization. Furthermore, certain certification can also be provided which directly
indicates the improvements in hospitality conditions of the employee that can be
used for further reference.
3. Explain performance measurement systems utilised within the organization
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The performance measurement system relatively evaluates listing features of an
employee within the organization which helps in motivating the workforce. The
performance measurement system relatively includes Evaluation, monitoring,
detection, and performance measurement, which would eventually help in detecting
the level of performance of each and every employee. Relevant evaluation needs be
conducted on each employee of the organization to determine how they are acting in
the work environment. Moreover, the monitoring process and detection process
relatively helps in segregating the employees who are outperforming other
employees. Lastly, the performance measurement directly segregates and allocates
all the reward points of each employee to determine whether the individual is
performing accordance with the requirements of the job.
This performance measurement system eventually allows the employer to detect the
employees who have outperformed other persons in the workforce. Moreover, it
helps them to increase the position and identify individuals who can increase
productivity in the long run. This performance measurement relatively allows the
organization to segregate and identify individuals who needs training and who can
be terminated due to lack of adequate performance. Hence, the performance
measurement system supports the organization to make adequate decisions to
increase productivity and raise the level of customer satisfaction in the cafe.
4. Explain unlawful dismissal rules and due process
Unlawful Dismissal is a relatively conducted and unethical measure that is
conducted by the organization without any prior notice or justification to the
employee. This type of unlawful dismissal is relatively not adequate and compliant
with the current work culture, which relatively increases concerned for the
employees to continue their work within the organization. The unlawful dismissal
rules are relatively simple where the organization when terminating an employee
needs to have certain points and problems that have been created by the employee.
Hence, without any kind of proof the organization cannot terminate the employee
just to satisfy their personal needs. According to the fair work Act 2009 the
employees without any kind of proof cannot be terminated from the job if there is a
specific clause regarding the termination at will employment conducted by the
organization.
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The specific regulation the organization can unlawfully terminate the employee
from there with Workforce, where they don't have to comply with the regulations
and laws depicted by the government. There is certain due process where the
employees need to sign the contract wet termination at will is mentioned. This
would eventually ensure the organization can adequately use unlawful dismissal
rules to remove employees from their workforce.
5. Describe staff development options and information
There are adequate options regarding the staff development programs used by the
organization to increase the productivity of the workforce and this customer
satisfaction level. Cafe business relatively needs adequate supervision and staff
development programs that could allow the organization to acquire employees with
low paygrade and improve their competency level. The staff development program
relatively ensures the Cafe business to increase the productivity level and maintain
adequate customer satisfaction to ensure repetition of customers. stop development
option relatively allows an individual to increase the position in the cafe from being
a normal order receiver to manager of the cafe. Specific items that needs to be
operated within the cafe such as coffee machine, toasters and other ovens, which
need adequate training by the employees. This process would eventually help in
improving and developing the staff of the organization.
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WRITTEN ACTIVITY CHECKLIST
Written Activity Checklist
For this assessment, the student must complete the written activity.
The written activity is a stand-alone activity that will allow the student to display the required
knowledge and skills that are essential when deciding overall competency.
Student’s name:
Assessor’s name:
Did the Student provide evidence of their ability to:
Has the student satisfactorily
completed the written activity?
Yes No
Your task is to choose 1 person who would be employed by your company and complete the following:
 Allocate their work load and tasks (please discuss
their roles and their performance measures for at
least 3 tasks)
 
 Then you are to discuss how you would assess their
performance for each of the listed tasks and measures
are discussed
 
 Then you are to discuss how you would manage
follow up discussing all aspects from developing a
performance improvement plan to termination
 
For this task you must research and answer each of the following questions in your own words:
 Outline relevant legislative and regulatory
requirements  
 Outline relevant awards and certified agreements  
 Explain performance measurement systems utilised
within the organization  
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 Explain unlawful dismissal rules and due process  
Feedback to Student:
Result  Satisfactory  Not Yet Satisfactory
Assessor’s Signature: Date:
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THIRD PARTY REPORT
Supervisor Instructions:
For this assessment, the student must complete the activity.
The practical activity is a stand-alone activity that will allow the student to display the required
knowledge and skills that are essential when deciding overall competency. Please sign and date
this checklist to evidence the student having completed the task.
Student Instructions:
Arrange a time to complete the activity and have your supervisor observe you undertaking the
activity. You should submit the completed and signed checklist with your assessment for this
unit of competency.
The following task must be demonstrated in conditions that are safe and replicate the
workplace. Noise levels, production flow, interruptions and time variances must be typical of
those experienced in the tax (financial) advice services field of work and include access to:
 Office equipment, technology, software and consumables
 Relevant legislation, regulations and codes of practice
Your task is to manage people performance in a workplace environment over a period of time.
In order to demonstrate your ability to manage performance you will be required to
consistently and effectively:
1. Consult with relevant stakeholders to identify work requirements, performance
standards and agreed performance indicators
Adequate activities has been conducted ensure the detection of work requirements,
performance standards and performance indicators of the business.
2. Develop work plans and allocate work to achieve outcomes efficiently and within
organisational and legal requirements
The work plan has been adequately developed for ensuring the increment in
efficiency and performance of the workforce. The work plan has adequately
supported the legal requirements within the organization.
3. Monitor, evaluate and provide feedback on performance and provide coaching or
training, as needed
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Adequate monitoring valuation and feedback on performance of the employees are
conducted, where Employees also provided training and coaching.
4. Reinforce excellence in performance through recognition and continuous feedback
Adequate recognition and continuous feedback to the employees are provided for
reinforcing excellence in their performance.
5. Seek assistance from human resources specialists where appropriate
Some of the assistance is taken from human resource regarding the training and
appreciation of the employees which eventually helps in improving the detection
process, while improving performance of the employees.
6. Keep records and documentation in accordance with the organisational
performance management system
Documents and records adequately in accordance with the organisational
performance management system as it eventually helped in evaluating the technical
performance of the employees.
To provide evidence of the above you are to choose one person and complete the following
activities:
7. Determine the work they are required to do
Employee relatively needs to take orders from the customer and input it in within
the machine while preparing the order for the customer. This is the whole process
that an employee in the cafe needs to conduct, as they are responsible for cooking,
taking orders, and delivering the money receipts.
8. Develop a work plan for the person ensuring work is allocated efficiently and in a
cost effective manner
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The work plan for the employee is to effectively target the customer as quickly as
they sit in the table, after acquiring the order the relevant orders needs to be placed
in the machine after which the order needs to be prepared and delivered to the
customer with the receipt. This process is a relatively cost efficient.
9. Confirm the performance standards required
The performance standard that is required by the employee is to increase customer
satisfaction reduce Lead time from acquiring the order to delivery of the order.
10. Discuss performance standards with the person
Adequate performance standards such as improving customer interactions and
getting the order in a cheerful manner would be effectively allow the customer to
visit frequently in the cafe. Reducing the lead time to the product delivery would
eventually improve the performance standard.
11. Conduct a risk analysis
The relevant risk analysis is that the employee could be rude to the customer while
not providing the asked order, which increases cost and reduces customer
satisfaction.
12. Design a performance management and review process for this person
Performance management and review process would eventually having review the
position description, performance expectation description, identification of tricks
and training needed, handling issues as they arise, and conducting performance
evaluation.
13. Discuss the performance management and review process with the person to ensure
they understand
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Performance management and review process is to ensure that adequate
improvements in the current productivity of the individual are acquired within the
specified time. This performance management and review process will ensure
adequate training that is required by the individual to increase their efficiency
within the workforce.
14. Conduct a performance management activity with this person after you have
monitored their performance over time
The performance management activity has a relatively shown certain improvements
in your current methods, which has relatively increased customer satisfaction level
and reduce the lead time that is required to fulfill the demands of the custom.
15. Provide feedback to the person about their performance
The performance is adequate and need a certain improvements, which can be only
obtained through experience.
16. Discuss poor performance with relevant people
Individuals having poor performance will be going through the same level of
performance evaluation to improve their current productivity whereas non
fulfillment of the work requirements will lead to termination.
17. Provide coaching and mentoring and support services as required
The coaching and mentoring as supporting services will be provided to each
employee who I need of improving the performance, where me and the HR for any
kind of advice.
18. Document the persons performance
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The performance of the individual will be documented adequately, which will be
stored for future reference and during the performance appraisal of the individual.
19. Develop a performance improvement and development plan for the person with
assistance as required
The performance improvement and development plan for the person requiring the
assistance would be to contact the supervisor for any kind of problems and
hindrance in their daily work environment
20. Provide recognition when performance is excellent
Adequate performance excellence will be awarded with metals and monetary
benefits which could motivate the employees to increase the performance and
obtained such lucrative offers.
21. Provide counselling for the person when performance does not improve and
implement disciplinary processes where necessary
The persons who will not be able to improve the performance will be subject to this
disciplinary process, which will hinder the progress in the organization.
22. Terminate staff as required
The employees that are not complying with the job requirements and improving the
performance will be terminated as required. After the completion of the training
performance review the person has not improved then the termination will incur.
Where these steps are not possible to demonstrate (such as terminating a person) you should
provide a procedure that outlines how this process would take place.
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THIRD PARY REPORT
*Multiple copies of the checklist will need to be printed if the observation is to be observed more
than once.
Observation/Demonstration Checklist
The observation/demonstration checklist is used by the supervisor/assessor to observe the student
demonstrating the application of the required skills and knowledge. For details on how to conduct and
contextualise for competency, please refer to the section on contextualisation above.
*The supervisor/assessor needs to ensure that they take detailed notes on the performance of the
student in the comments section provided.
Student Name:
Supervisor/Assessor
Name:
The student is able to demonstrate
competency by: Yes No How and where actions were
observed:
Your task is to manage people performance in a workplace environment over a period of time. In order
to demonstrate your ability to manage performance you will be required to consistently and effectively:
 Consult with relevant
stakeholders to identify work
requirements, performance
standards and agreed
performance indicators
 Develop work plans and allocate
work to achieve outcomes
efficiently and within
organisational and legal
requirements
 Monitor, evaluate and provide
feedback on performance and
provide coaching or training, as
needed
 Reinforce excellence in
performance through recognition
and continuous feedback
 Seek assistance from human
BSBMGT502 Manage people performance
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RTO 21683
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resources specialists where
appropriate
 Keep records and documentation
in accordance with the
organisational performance
management system
To provide evidence of the above you are to choose one person and complete the following activities:
 Determine the work they are
required to do
 Develop a work plan for the
person ensuring work is allocated
efficiently and in a cost effective
manner
 Confirm the performance
standards required
 Discuss performance standards
with the person
 Conduct a risk analysis
 Design a performance
management and review process
for this person
 Discuss the performance
management and review process
with the person to ensure they
understand
 Conduct a performance
management activity with this
person after you have monitored
their performance over time
 Provide feedback to the person
about their performance
BSBMGT502 Manage people performance
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 Discuss poor performance with
relevant people
 Provide coaching and mentoring
and support services as required
 Document the persons
performance
 Develop a performance
improvement and development
plan for the person with
assistance as required
 Provide recognition when
performance is excellent
 Provide counselling for the
person when performance does
not improve and implement
disciplinary processes where
necessary
 Terminate staff as required
Where these steps are not possible to demonstrate (such as terminating a person) you should provide a
procedure that outlines how this process would take place.
Details of Students Performance:
Feedback Given to Student:
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Result  Satisfactory  Not Yet Satisfactory
Supervisor/Assessor
Signature
Date:
23.
BSBMGT502 Manage people performance
Assessment Guide
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RTO 21683
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MULTIPLE CHOICE QUESTIONS
Answer the following questions and submit with your assessment.
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
4. 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
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Assessment Guide
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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.
8. 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
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RTO 21683
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MULTIPLE CHOICE QUESTIONS CHECKLIST
Multipe Choice Questions Checklist
The assessor needs to indicate the outcome for each question in the checkbox provided.
Student’s name:
Assessor’s name:
The assessor must provide evidence with the assessment tool. For written
questions, the assessor must provide the student’s original written responses.
Satisfactory
response
Yes No
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.  
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:  
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?  
4
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?  
5
Coaching can take many forms. A well-documented method of coaching on
the job is the GROW method. What does GROW stand for?  
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?  
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
 
BSBMGT502 Manage people performance
Assessment Guide
Copyright © Mentor Education Pty Ltd
RTO 21683
27

and the team member. Which of the following guidelines should be
applied when conducting performance reviews?
8
Managing poor performance is one of the biggest challenges leaders face
in retail 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:  
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?  
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.........?  
Feedback to Student:
Result  Satisfactory  Not Yet Satisfactory
Assessor’s Signature: Date:
BSBMGT502 Manage people performance
Assessment Guide
Copyright © Mentor Education Pty Ltd
RTO 21683
28