Coaching Staff in Job Skills for SIT60316 Advanced Diploma of Hospitality Management
VerifiedAdded on 2023/06/16
|28
|8283
|472
AI Summary
This article covers the purpose of coaching, developing rapport, open questioning, active listening, session preparation, adapting coaching to learning styles, explaining and demonstrating tasks, providing support and feedback, monitoring progress, and reporting outcomes of coaching. It is relevant to SIT60316 Advanced Diploma of Hospitality Management.
Contribute Materials
Your contribution can guide someone’s learning journey. Share your
documents today.
AIC- SITXHRM001 -AT–V1.0
Assessment 1 Submission Sheet
Cour
se
SIT60316 Advanced Diploma of Hospitality Management
Unit
Nam
e
Coach others in job skills
A
s
s
e
s
s
o
r
N
a
m
e
S
t
u
d
e
n
t
N
a
m
e
Stud
ent
ID
Date
Due
Please read and sign this assessment coversheet and submit it together with your
assessment to your Assessor by the due date.
Student Declaration
I declare that the work submitted is my own, and has not been copied or
plagiarised from any person or source.
I have read the Plagiarism Policy and Assessment Appeal and Reassessment
Policy in the Student Handbook and I understand all the rules and guidelines for
undertaking assessments.
I understand that by typing my full name in the student field this is equivalent to a
hand-written signature.
I give permission for my assessment material to be used for continuous improvement
purposes.
S
t
D
a
Assessment 1 Submission Sheet
Cour
se
SIT60316 Advanced Diploma of Hospitality Management
Unit
Nam
e
Coach others in job skills
A
s
s
e
s
s
o
r
N
a
m
e
S
t
u
d
e
n
t
N
a
m
e
Stud
ent
ID
Date
Due
Please read and sign this assessment coversheet and submit it together with your
assessment to your Assessor by the due date.
Student Declaration
I declare that the work submitted is my own, and has not been copied or
plagiarised from any person or source.
I have read the Plagiarism Policy and Assessment Appeal and Reassessment
Policy in the Student Handbook and I understand all the rules and guidelines for
undertaking assessments.
I understand that by typing my full name in the student field this is equivalent to a
hand-written signature.
I give permission for my assessment material to be used for continuous improvement
purposes.
S
t
D
a
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
AIC- SITXHRM001 -AT–V1.0
u
d
e
n
t
S
i
g
n
a
t
u
r
e
t
e
S
u
b
m
it
t
e
d
Assessor Use Only
Assessment Items Resu
lt
Task
1
Knowledge Questions S N
S
Task
2
Demonstration S N
S
Overall Result C N
Y
C
Student Declaration: I declare that I
have been assessed in this unit, and I
have been advised of my result. I am
also aware of my appeal rights.
Assessor Declaration: I declare that I
have conducted a fair, valid, reliable
and flexible assessment with this
student, and I have provided
appropriate feedback
Sign
ature
S
i
g
n
a
t
u
r
e
Date
u
d
e
n
t
S
i
g
n
a
t
u
r
e
t
e
S
u
b
m
it
t
e
d
Assessor Use Only
Assessment Items Resu
lt
Task
1
Knowledge Questions S N
S
Task
2
Demonstration S N
S
Overall Result C N
Y
C
Student Declaration: I declare that I
have been assessed in this unit, and I
have been advised of my result. I am
also aware of my appeal rights.
Assessor Declaration: I declare that I
have conducted a fair, valid, reliable
and flexible assessment with this
student, and I have provided
appropriate feedback
Sign
ature
S
i
g
n
a
t
u
r
e
Date
AIC- SITXHRM001 -AT–V1.0
Assessor’s Comments
Assessor’s Comments
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
Task 1
Assessment Instructions
This is an individual assessment. If you need help understanding any questions, ask your
assessor to explain.
Procedure
Complete the project following the information provided.
To be deemed competent you will need to successfully demonstrate the following:
You must submit:
Satisfactory answers to all the questions
Questions
1. Explain the purpose of coaching.
The purpose of coaching is to teach new things and improve their skills under special knowledge and
guidance.
2. List 5 ways you can develop rapport and be sensitive when communicating
during a coaching session.
a) To learn about the hobbies, interest and aspirations of student. B) Call students by their names. C) Open for all
kinds of group and individual discussions and interactions. D) To have core knowledge of the subject and language
fluency. E) To treat students politely and explain the things matching to their mental level.
3. Describe the meaning of open questioning and active listening techniques. For
each, provide 2 examples of how they may be used when coaching.
Te
rm
Definition Examples (2 each)
O
p
e
n
q
u
e
st
io
ni
n
In open question people have
different opinions of their own
perception. In this the matter has to
be discussed which has no certain
conclusion or answer.
a) How can we make this project
better?
b) How did you feel about our
customer service?
AIC- SITXHRM001 -AT–V1.0
Task 1
Assessment Instructions
This is an individual assessment. If you need help understanding any questions, ask your
assessor to explain.
Procedure
Complete the project following the information provided.
To be deemed competent you will need to successfully demonstrate the following:
You must submit:
Satisfactory answers to all the questions
Questions
1. Explain the purpose of coaching.
The purpose of coaching is to teach new things and improve their skills under special knowledge and
guidance.
2. List 5 ways you can develop rapport and be sensitive when communicating
during a coaching session.
a) To learn about the hobbies, interest and aspirations of student. B) Call students by their names. C) Open for all
kinds of group and individual discussions and interactions. D) To have core knowledge of the subject and language
fluency. E) To treat students politely and explain the things matching to their mental level.
3. Describe the meaning of open questioning and active listening techniques. For
each, provide 2 examples of how they may be used when coaching.
Te
rm
Definition Examples (2 each)
O
p
e
n
q
u
e
st
io
ni
n
In open question people have
different opinions of their own
perception. In this the matter has to
be discussed which has no certain
conclusion or answer.
a) How can we make this project
better?
b) How did you feel about our
customer service?
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
g
A
c
t
i
v
e
l
i
s
t
e
n
i
n
g
Active listening consist of active
participation of a listener with full
concentration when something is
being taught. The listener has to be
calm, should not interrupt in
conversation.
1. Summarizing question: A person
summarized all his listening
knowledge to understand the
asked question.
2. Public speaking: In the debate
the speaker gives chance to the
introvert group to speak about
their thoughts.
AIC- SITXHRM001 -AT–V1.0
g
A
c
t
i
v
e
l
i
s
t
e
n
i
n
g
Active listening consist of active
participation of a listener with full
concentration when something is
being taught. The listener has to be
calm, should not interrupt in
conversation.
1. Summarizing question: A person
summarized all his listening
knowledge to understand the
asked question.
2. Public speaking: In the debate
the speaker gives chance to the
introvert group to speak about
their thoughts.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
4. Answer the following questions about preparing for coaching.
a. What are 5 indicators that coaching is required in the workplace?
Student can concentrate and focus on the giving sessions.
To improve each employ’s performance.
To identify both strength and weakness of the employ and company as well
For the betterment and needful changes of the company.
To have a good rapport between employ (student) and company (institute).
b. How would you determine the objectives and scope of coaching?
The objective and scope of coaching can be defined as follows:-
Hassle free work experience which could be beneficial for the employs and the company as well.
To brush-up the personal skills by learning new things and change in attitude.
To learn group workings and cooperation.
To have discipline and coded atmosphere in the institute.
Great change in the behavior and communication skills.
To transform an individual from a common man to a highly earning professional person.
5. Answer the following questions about session preparation.
a. Planning is an essential part of coaching. List 5 areas you need to plan for an
effective session.
For an effective coaching session these things are to be kept in mind:-
To identify the specific issue of the coaching session.
To solve the problems of the students on the Grass root level.
To educate and train the students for a specific subject.
To plan the activities with the maximum involvement of students.
To give positive comments to the students for or the betterment of their work process.
b. What are 5 important pieces of information you need to provide to staff
members prior to coaching?
Date of the training session.
Time and venue where the training has to be conducted.
Aim of the training why is this session important for the students.
Materials required to be used during the training session by the student.
Time duration of the training session.
AIC- SITXHRM001 -AT–V1.0
4. Answer the following questions about preparing for coaching.
a. What are 5 indicators that coaching is required in the workplace?
Student can concentrate and focus on the giving sessions.
To improve each employ’s performance.
To identify both strength and weakness of the employ and company as well
For the betterment and needful changes of the company.
To have a good rapport between employ (student) and company (institute).
b. How would you determine the objectives and scope of coaching?
The objective and scope of coaching can be defined as follows:-
Hassle free work experience which could be beneficial for the employs and the company as well.
To brush-up the personal skills by learning new things and change in attitude.
To learn group workings and cooperation.
To have discipline and coded atmosphere in the institute.
Great change in the behavior and communication skills.
To transform an individual from a common man to a highly earning professional person.
5. Answer the following questions about session preparation.
a. Planning is an essential part of coaching. List 5 areas you need to plan for an
effective session.
For an effective coaching session these things are to be kept in mind:-
To identify the specific issue of the coaching session.
To solve the problems of the students on the Grass root level.
To educate and train the students for a specific subject.
To plan the activities with the maximum involvement of students.
To give positive comments to the students for or the betterment of their work process.
b. What are 5 important pieces of information you need to provide to staff
members prior to coaching?
Date of the training session.
Time and venue where the training has to be conducted.
Aim of the training why is this session important for the students.
Materials required to be used during the training session by the student.
Time duration of the training session.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
c. How can you determine the steps and key points to cover in your coaching session?
Establish the objective of the training session.
How this session is beneficial for you to achieve your future plans?
Why is it important to brush up your skills?
How and why is it necessary to set up a goal in life for your progress?
Why is it important to work in groups along with peer members?
What are the benefits of attending this training session?
AIC- SITXHRM001 -AT–V1.0
c. How can you determine the steps and key points to cover in your coaching session?
Establish the objective of the training session.
How this session is beneficial for you to achieve your future plans?
Why is it important to brush up your skills?
How and why is it necessary to set up a goal in life for your progress?
Why is it important to work in groups along with peer members?
What are the benefits of attending this training session?
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
6. How would you adapt your coaching to suit staff members’ learning styles? Complete the
table
below by providing an example for each learning style.
Learning
style
Example of how you could adapt your
coaching
Auditory
(hearing,
listening)
I will frame my context after taking opinion with my staff members
so that I can get maximum solutions.
Visual
(seeing,
observing)
By observing each and every small and big things happening in the
surroundings. Follow the basic line of learning by observation and
giving the outcome accordingly.
Tactile/
kinaesth
etic
(doing)
I will ensure to have active participation in each and every activity
and design the format covering their view points as well.
7. List 3 important factors to consider when deciding on the time and location for a coaching
session.
1. The location should be approachable within an hour of time duration.
2. The time span of the coaching has to be moderate to fit-in the daily schedule.
3. The location should have all basic necessities like hospitals, bus-stops etc.
8. Complete the table below by describing each of the key principles of training and
how they can be applied to coaching.
# Key
princi
ple
Description of activity
1 Explai
n
Orientation of life skills and newly introduced technologies by
dividing 6 groups of 5 people each.
2 Demon
strate
The main aim of my activity is for the new recruited staff to make
them aware of the soft skills of life along with new technologies.
Under this I had covered topics like creativity, leadership quality,
time management, decision making etc.
3 Revie
w
Life skills can be enhanced by combining creativity with
technology. Students need to brush up their skills in order to work
under any hospitality industry. As explained in this orientation
time management is the main and most important factor to grow.
The students also learnt how to make crucial decision under any
dicey circumstances.
4 Listen
to
staff
memb
er
expla
nation
After the session the staff members have few questions.
Why Life skills are important? Next question
How are the new technologies helpful for us?
Perhaps they were confused earlier but after the session they
understood that life skills need to be brush-up in order to match the
expectation of the client. Secondly time management plays
important role as it’s the first step towards success.
AIC- SITXHRM001 -AT–V1.0
6. How would you adapt your coaching to suit staff members’ learning styles? Complete the
table
below by providing an example for each learning style.
Learning
style
Example of how you could adapt your
coaching
Auditory
(hearing,
listening)
I will frame my context after taking opinion with my staff members
so that I can get maximum solutions.
Visual
(seeing,
observing)
By observing each and every small and big things happening in the
surroundings. Follow the basic line of learning by observation and
giving the outcome accordingly.
Tactile/
kinaesth
etic
(doing)
I will ensure to have active participation in each and every activity
and design the format covering their view points as well.
7. List 3 important factors to consider when deciding on the time and location for a coaching
session.
1. The location should be approachable within an hour of time duration.
2. The time span of the coaching has to be moderate to fit-in the daily schedule.
3. The location should have all basic necessities like hospitals, bus-stops etc.
8. Complete the table below by describing each of the key principles of training and
how they can be applied to coaching.
# Key
princi
ple
Description of activity
1 Explai
n
Orientation of life skills and newly introduced technologies by
dividing 6 groups of 5 people each.
2 Demon
strate
The main aim of my activity is for the new recruited staff to make
them aware of the soft skills of life along with new technologies.
Under this I had covered topics like creativity, leadership quality,
time management, decision making etc.
3 Revie
w
Life skills can be enhanced by combining creativity with
technology. Students need to brush up their skills in order to work
under any hospitality industry. As explained in this orientation
time management is the main and most important factor to grow.
The students also learnt how to make crucial decision under any
dicey circumstances.
4 Listen
to
staff
memb
er
expla
nation
After the session the staff members have few questions.
Why Life skills are important? Next question
How are the new technologies helpful for us?
Perhaps they were confused earlier but after the session they
understood that life skills need to be brush-up in order to match the
expectation of the client. Secondly time management plays
important role as it’s the first step towards success.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
5Observe and
Evaluate staff
member
demonstration
Staff members were keen for this training session as they shown
their full interest and active participation. As observed during the
session that group 2 and 4 involved keenly in time management
lecture whereas, group 1, 3, 5 and 6 took interest in leadership and
creative up-gradation using latest technologies.
6 P
r
o
v
i
d
e
f
e
e
d
b
a
c
k
In my opinion the session went good and smooth. The students
learnt a lot about new technologies as well as life skills. These life
skills are considered to be helpful for them in their future. The
time management slot seems to be much in interesting for the
students as they learn how to divide 12 hours of smart working and
earning. As per the feedback form which has been filled by the
students after the session reflects that the session was helpful and
interactive for the students. They learnt a lot about all the skills
taught to them. The final outcome of the session is fruitful for all
the students.
AIC- SITXHRM001 -AT–V1.0
5Observe and
Evaluate staff
member
demonstration
Staff members were keen for this training session as they shown
their full interest and active participation. As observed during the
session that group 2 and 4 involved keenly in time management
lecture whereas, group 1, 3, 5 and 6 took interest in leadership and
creative up-gradation using latest technologies.
6 P
r
o
v
i
d
e
f
e
e
d
b
a
c
k
In my opinion the session went good and smooth. The students
learnt a lot about new technologies as well as life skills. These life
skills are considered to be helpful for them in their future. The
time management slot seems to be much in interesting for the
students as they learn how to divide 12 hours of smart working and
earning. As per the feedback form which has been filled by the
students after the session reflects that the session was helpful and
interactive for the students. They learnt a lot about all the skills
taught to them. The final outcome of the session is fruitful for all
the students.
T
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
9. As a coach, your explanation and demonstration of a task must be clear and simple.
Provide 3 tips for explaining a task and 3 tips for demonstrating a task during coaching.
10. Allan has just started working as a barista in your restaurant. He is still
perfecting his communication and coffee-making skills. How would you provide
support, guidance and constructive feedback to Allan during and after
coaching? Give 2 examples for each.
Assistance To make coffee according to clients’ choice.
To address the client politely and humbly as and when
required.
Support I will motivate him that he can do his best by boosting up his moral.
I will give few coffee making tips to him and ask him to be comfortable.
Guidance I will tell him to do a little research on coffee as it gives a good impression
on the customers.
I will remind him the topic read in soft skills called creativity which can
enhance the art of coffee making.
Feedback By giving all the above given advice Allan is now seems to be comfortable in
dealing with the customers.
This new challenge turns out to be a great learning experience for Allan’s
future.
11. You are in the middle of a coaching session with Ellie, a team member. Ellie seems to be
lost and
Doesn’t receive your main message. List 3 possible reasons why Ellie hasn’t received the
message.
1. Firstly it might possible that she is need attentive in the session.
2. Secondly she may have not understood my technique of teaching.
3. Thirdly she needs another mode of explanation.
12. Describe 3 ways you can monitor the progress of a staff member and provide
ongoing support after coaching.
Demonstration: To demonstrate the task a coach should take care that he also
perform the task as an example in front of the class.
Best possible tools should be used that are used in task to demonstrate an effective
manner.
Instead of only explaining practical demonstration should be provided to make it clear
and simple.
Explanation: The words that are used in explanation should be simple and careful.
Explanation of the task should contain only relevant information and irrelevant
information should be avoided to be used in explanation.
Use of effective body language is a certain during explanation of the task to make it
more simple and clear to everyone.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
9. As a coach, your explanation and demonstration of a task must be clear and simple.
Provide 3 tips for explaining a task and 3 tips for demonstrating a task during coaching.
10. Allan has just started working as a barista in your restaurant. He is still
perfecting his communication and coffee-making skills. How would you provide
support, guidance and constructive feedback to Allan during and after
coaching? Give 2 examples for each.
Assistance To make coffee according to clients’ choice.
To address the client politely and humbly as and when
required.
Support I will motivate him that he can do his best by boosting up his moral.
I will give few coffee making tips to him and ask him to be comfortable.
Guidance I will tell him to do a little research on coffee as it gives a good impression
on the customers.
I will remind him the topic read in soft skills called creativity which can
enhance the art of coffee making.
Feedback By giving all the above given advice Allan is now seems to be comfortable in
dealing with the customers.
This new challenge turns out to be a great learning experience for Allan’s
future.
11. You are in the middle of a coaching session with Ellie, a team member. Ellie seems to be
lost and
Doesn’t receive your main message. List 3 possible reasons why Ellie hasn’t received the
message.
1. Firstly it might possible that she is need attentive in the session.
2. Secondly she may have not understood my technique of teaching.
3. Thirdly she needs another mode of explanation.
12. Describe 3 ways you can monitor the progress of a staff member and provide
ongoing support after coaching.
Demonstration: To demonstrate the task a coach should take care that he also
perform the task as an example in front of the class.
Best possible tools should be used that are used in task to demonstrate an effective
manner.
Instead of only explaining practical demonstration should be provided to make it clear
and simple.
Explanation: The words that are used in explanation should be simple and careful.
Explanation of the task should contain only relevant information and irrelevant
information should be avoided to be used in explanation.
Use of effective body language is a certain during explanation of the task to make it
more simple and clear to everyone.
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
T
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
1. The way he changed his working pattern which can be visible during his work
sessions.
2. By the positive feedback of the customers for him.
3. The way he is balancing his time and work together for the betterment of the
company.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
1. The way he changed his working pattern which can be visible during his work
sessions.
2. By the positive feedback of the customers for him.
3. The way he is balancing his time and work together for the betterment of the
company.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
13. Answer the following questions about reporting the outcomes of coaching.
a. After coaching a staff member, who should you report the outcomes to?
After coaching I would report to the head of the team or the team leader.
b. What information would you include in your report?
In the information I will describe about his strengths and weaknesses. The way he performs his task
on the given time. He needs a little boosting when the situation is new for him. He is very sincere
towards his work but has to be a bit punctual. He follows a good work ethics.
14. Answer the following questions about performance problems.
a. Describe each of the following 5 common causes of performance problems or
difficulties during or after coaching.
Cause Description
Shyness or lack
of confidence
New students generally has a lack of confidence because They
have to deal with new subject and they don’t have enough
confidence to deliver their thoughts.
Breakdown
in
communicati
on
This is the most common feature as the person have stage fear or
in other words can be said as the fear of public speaking. They have
lack of words to express their thoughts.
Language or
cultural barriers
When we have different language than it seems to be difficult to
understand and communicate with each other. So when a student
comes from a different culture he faces many problems in
understanding and adaptation of new things.
Insufficient
opportunity
to practise
People coming from rural background or from weak financial
background have less opportunities and sources. They doesn’t
have proper guidance and setup to fulfill their practice and
trainings.
Inappropriate
circumstances
for coaching
Lack of resources and place tend to affect coaching. The imbalance
of finance and education is effecting the coaching industry a lot.
The students who doesn’t have proper resources to attain classes
have to drop their ambition which again affect the coaching.
AIC- SITXHRM001 -AT–V1.0
13. Answer the following questions about reporting the outcomes of coaching.
a. After coaching a staff member, who should you report the outcomes to?
After coaching I would report to the head of the team or the team leader.
b. What information would you include in your report?
In the information I will describe about his strengths and weaknesses. The way he performs his task
on the given time. He needs a little boosting when the situation is new for him. He is very sincere
towards his work but has to be a bit punctual. He follows a good work ethics.
14. Answer the following questions about performance problems.
a. Describe each of the following 5 common causes of performance problems or
difficulties during or after coaching.
Cause Description
Shyness or lack
of confidence
New students generally has a lack of confidence because They
have to deal with new subject and they don’t have enough
confidence to deliver their thoughts.
Breakdown
in
communicati
on
This is the most common feature as the person have stage fear or
in other words can be said as the fear of public speaking. They have
lack of words to express their thoughts.
Language or
cultural barriers
When we have different language than it seems to be difficult to
understand and communicate with each other. So when a student
comes from a different culture he faces many problems in
understanding and adaptation of new things.
Insufficient
opportunity
to practise
People coming from rural background or from weak financial
background have less opportunities and sources. They doesn’t
have proper guidance and setup to fulfill their practice and
trainings.
Inappropriate
circumstances
for coaching
Lack of resources and place tend to affect coaching. The imbalance
of finance and education is effecting the coaching industry a lot.
The students who doesn’t have proper resources to attain classes
have to drop their ambition which again affect the coaching.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
b. Describe 2 ways to rectify each of these problems.
Cause Rectification
Shyness or lack
of confidence
1. Introduce more and more group discussion to make student
confident and public speaker.
2. To listen students’ point of view to make them feel part of the
group.
Breakdown
in
communicati
on
1. To develop language skills by introducing different skills
programs.
2. To enhance their vocabulary by showing them audio visuals.
Language or
cultural barriers
1. To learn third language from the beginning can help the
students to cope up with this problem.
2. In the beginning students can use translators or Google app for
better understanding of the language.
Insufficient
opportunity
to practise
1. The rural places has to be techno friendly in order to provide
better aids to students.
2. Zest to promote education and new techniques without any
personal favor can lead to the betterment of the situation.
Inappropriate
circumstances
for coaching
1. More instructors should be recruited in order to smooth
functioning of the institute.
2. Rural and backward Areas to be upgraded with sufficient
equipment.
c. Alicia is still having difficulties learning a new skill, even after many attempts and
several coaching sessions. She does not seem able to grasp the knowledge
required to perform the task successfully. What should you do as her coach?
I will ask her personally as what kind of problem she is facing in solving the task.
Will try to solve her issues by any other method which could match up her mental
understandings.
By working with additional teaching methods will try to solve her problem.
End of Assessment
AIC- SITXHRM001 -AT–V1.0
b. Describe 2 ways to rectify each of these problems.
Cause Rectification
Shyness or lack
of confidence
1. Introduce more and more group discussion to make student
confident and public speaker.
2. To listen students’ point of view to make them feel part of the
group.
Breakdown
in
communicati
on
1. To develop language skills by introducing different skills
programs.
2. To enhance their vocabulary by showing them audio visuals.
Language or
cultural barriers
1. To learn third language from the beginning can help the
students to cope up with this problem.
2. In the beginning students can use translators or Google app for
better understanding of the language.
Insufficient
opportunity
to practise
1. The rural places has to be techno friendly in order to provide
better aids to students.
2. Zest to promote education and new techniques without any
personal favor can lead to the betterment of the situation.
Inappropriate
circumstances
for coaching
1. More instructors should be recruited in order to smooth
functioning of the institute.
2. Rural and backward Areas to be upgraded with sufficient
equipment.
c. Alicia is still having difficulties learning a new skill, even after many attempts and
several coaching sessions. She does not seem able to grasp the knowledge
required to perform the task successfully. What should you do as her coach?
I will ask her personally as what kind of problem she is facing in solving the task.
Will try to solve her issues by any other method which could match up her mental
understandings.
By working with additional teaching methods will try to solve her problem.
End of Assessment
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
Task 2
Assessment Instructions
This is an individual assessment. If you need help understanding any questions, ask your
assessor to explain.
To be deemed competent you will need to successfully demonstrate the following:
You must:
Satisfactory participate in four role plays
Submit 4 coaching needs document
Submit 4 Coaching session plan
Submit 4 Coaching evaluation plan
Procedure
Note: In this task, the word ‘coach’ refers to you, the learner. ‘Staff member’ refers to the
colleague you are coaching.
1. Have individual discussions with each staff member and document these using the template in
Appendix 2.1. You must complete 1 form per scenario.
In each form, document:
a. how you identified the need for coaching
b. the individual coaching need/s and purpose of coaching
c. suitable times and dates, availability and practical considerations
d. policies and procedures related to the task to be coached
e. health and safety and other legal requirements for each identified task
f. any concerns or questions the staff member has
g. notes from your discussion with the staff member.
2. Plan each of your sessions for the 4 staff members. Use the session plan template in Appendix
2.2.
In each session plan, document:
a. the objectives and scope of the session
b. the steps and key points to be addressed during the session
c. the training methods and activities to be used
d. time and location, including the amount of time required for practice and the total duration of
each session; each coaching session should be a minimum of 15 minutes in length
e. how you (the coach) will manage coaching in combination with your own work tasks and
commitments
f. any preparation required prior to the session, such as confirming the session with staff members,
gathering policies and procedures, and arranging for equipment to be available on the day.
AIC- SITXHRM001 -AT–V1.0
Task 2
Assessment Instructions
This is an individual assessment. If you need help understanding any questions, ask your
assessor to explain.
To be deemed competent you will need to successfully demonstrate the following:
You must:
Satisfactory participate in four role plays
Submit 4 coaching needs document
Submit 4 Coaching session plan
Submit 4 Coaching evaluation plan
Procedure
Note: In this task, the word ‘coach’ refers to you, the learner. ‘Staff member’ refers to the
colleague you are coaching.
1. Have individual discussions with each staff member and document these using the template in
Appendix 2.1. You must complete 1 form per scenario.
In each form, document:
a. how you identified the need for coaching
b. the individual coaching need/s and purpose of coaching
c. suitable times and dates, availability and practical considerations
d. policies and procedures related to the task to be coached
e. health and safety and other legal requirements for each identified task
f. any concerns or questions the staff member has
g. notes from your discussion with the staff member.
2. Plan each of your sessions for the 4 staff members. Use the session plan template in Appendix
2.2.
In each session plan, document:
a. the objectives and scope of the session
b. the steps and key points to be addressed during the session
c. the training methods and activities to be used
d. time and location, including the amount of time required for practice and the total duration of
each session; each coaching session should be a minimum of 15 minutes in length
e. how you (the coach) will manage coaching in combination with your own work tasks and
commitments
f. any preparation required prior to the session, such as confirming the session with staff members,
gathering policies and procedures, and arranging for equipment to be available on the day.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
3. Provide on-the-job coaching to each staff member. Your assessor will observe you and record
your performance using the observation checklist attached to this task. Read the observation
checklist attached to this task before the assessment to ensure you understand what is
expected of you.
You are required to demonstrate your ability to:
a. prepare for the session, ensuring health and safety as well as access to required
resources and equipment
b. conduct the session using the key principles of training and suitable communication
techniques
c. identify and address any performance problems or difficulties during each session
4. Observe each staff member completing the task in the workplace environment and provide
support if required. After monitoring is completed,
a. Develop a 1-page report or email summary updating the manager on the progress and
performance of each staff member
b. Include in the email, summary of your own performance and your own reflection. You should
be able to identify any areas for improvement in your own performance.
5. Submit all completed documentation to your assessor within the agreed timeframe.
Documentation should include:
a. 4 completed coaching needs forms (Appendix 2.1)
b. 4 completed coaching session plans (Appendix 2.2)
c. a 1-page progress report or email summary on the progress and performance of staff
member each scenario, sent to the appropriate manager (or your assessor)
AIC- SITXHRM001 -AT–V1.0
3. Provide on-the-job coaching to each staff member. Your assessor will observe you and record
your performance using the observation checklist attached to this task. Read the observation
checklist attached to this task before the assessment to ensure you understand what is
expected of you.
You are required to demonstrate your ability to:
a. prepare for the session, ensuring health and safety as well as access to required
resources and equipment
b. conduct the session using the key principles of training and suitable communication
techniques
c. identify and address any performance problems or difficulties during each session
4. Observe each staff member completing the task in the workplace environment and provide
support if required. After monitoring is completed,
a. Develop a 1-page report or email summary updating the manager on the progress and
performance of each staff member
b. Include in the email, summary of your own performance and your own reflection. You should
be able to identify any areas for improvement in your own performance.
5. Submit all completed documentation to your assessor within the agreed timeframe.
Documentation should include:
a. 4 completed coaching needs forms (Appendix 2.1)
b. 4 completed coaching session plans (Appendix 2.2)
c. a 1-page progress report or email summary on the progress and performance of staff
member each scenario, sent to the appropriate manager (or your assessor)
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
Scenario 1:
You are the front office manager for Hotel Ideal you have noticed that there has been an increase
in delays during customer checkout and upon investigation you have found out that Steve in the
night shift is not giving proper hand over at the end of shift. You have decided to provide a
coaching session for Steve on the correct end of shift handover procedure.
Scenario 1
Identify coaching needs and prepare for coaching
Coach name: Staff member name:
Date and location/s of proposed coaching:
How was the need for coaching identified? What sources of information did you
use to assess the coaching need or skill gap?
direction from colleagues request for coaching from staff
personal observation and workplace member to be coached
experience other (please specify):
The need for the coaching has been identified with the help of personal observation was
workplace experience by the manager. There are various sources of information that has
been available with the manager to analyses the coaching needs and skill gap of employees.
In this case SWOT analysis of employees has been used to identify the coaching needs and
skill gaps of individual.
Coaching needs and purpose of coaching:
Coaching is required to be provided to Steel in the given case scenario as he is not able to
checkout properly at the end of the shift. The purpose of providing the coaching is to make
him aware about the correct end off shift. The purpose of providing coaching is to make him
learn the handover procedure that has been followed in the hotel ideal.
Description of task/s to be coached:
The task for which coaching has been provided to Steve is the handover procedure to be
followed in the organization. After Steve will end his shift this coaching will help him to give
proper handover to the other person who came after him in the shift.
Policies and procedures, health and safety and legislative requirements for task:
The handover procedure that has been explained in the company to each and every
employee is used or required for the task. About from this normal health and hygiene
related measures and requirements are also essential to be followed for the safety of
employees such as hygienic environment sanitized classrooms and washrooms to be
provided to the employees.
Concerns or questions raised:
One question that has been raised by employees under coaching is about their
mistake that is minor in nature but creates a lot of problem in the company. The
concern has been raised by the employer that what is that minor mistake of him
which causes such a large problem.
Discussion with staff member
Date and location of pre-coaching discussion:
Notes on discussion with staff member:
AIC- SITXHRM001 -AT–V1.0
Scenario 1:
You are the front office manager for Hotel Ideal you have noticed that there has been an increase
in delays during customer checkout and upon investigation you have found out that Steve in the
night shift is not giving proper hand over at the end of shift. You have decided to provide a
coaching session for Steve on the correct end of shift handover procedure.
Scenario 1
Identify coaching needs and prepare for coaching
Coach name: Staff member name:
Date and location/s of proposed coaching:
How was the need for coaching identified? What sources of information did you
use to assess the coaching need or skill gap?
direction from colleagues request for coaching from staff
personal observation and workplace member to be coached
experience other (please specify):
The need for the coaching has been identified with the help of personal observation was
workplace experience by the manager. There are various sources of information that has
been available with the manager to analyses the coaching needs and skill gap of employees.
In this case SWOT analysis of employees has been used to identify the coaching needs and
skill gaps of individual.
Coaching needs and purpose of coaching:
Coaching is required to be provided to Steel in the given case scenario as he is not able to
checkout properly at the end of the shift. The purpose of providing the coaching is to make
him aware about the correct end off shift. The purpose of providing coaching is to make him
learn the handover procedure that has been followed in the hotel ideal.
Description of task/s to be coached:
The task for which coaching has been provided to Steve is the handover procedure to be
followed in the organization. After Steve will end his shift this coaching will help him to give
proper handover to the other person who came after him in the shift.
Policies and procedures, health and safety and legislative requirements for task:
The handover procedure that has been explained in the company to each and every
employee is used or required for the task. About from this normal health and hygiene
related measures and requirements are also essential to be followed for the safety of
employees such as hygienic environment sanitized classrooms and washrooms to be
provided to the employees.
Concerns or questions raised:
One question that has been raised by employees under coaching is about their
mistake that is minor in nature but creates a lot of problem in the company. The
concern has been raised by the employer that what is that minor mistake of him
which causes such a large problem.
Discussion with staff member
Date and location of pre-coaching discussion:
Notes on discussion with staff member:
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
The handover should be smooth and transparent for the further functioning. All details should
be gathered at one place to avoid chaos.
Staff member signature: Date:
Coach signature: Date:
AIC- SITXHRM001 -AT–V1.0
The handover should be smooth and transparent for the further functioning. All details should
be gathered at one place to avoid chaos.
Staff member signature: Date:
Coach signature: Date:
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
Coaching session plan 1
Coach name: Staff member name:
Date, time and location: Time allocated:
Objective and scope of coaching session:
Stage Key points Tim
e
Resources/
learning aids
In
tr
o
d
u
ct
io
n
The hotel is facing problem in the checkout process of the company and
after investigation they found out that an employee in night shift has
required a proper coaching related to the handover of work. This
coaching session is planned to provide effective coaching to their
employee in hotel ideal.
Coach and one more
staff member. Learning
aid a white board
marker and layout.
B
o
d
y
Explanation: A proper session is designed in which the coach will
became at the place of employee to make him understand the
process that needs to be followed to handover the work to the
next employee. The coach will provide proper theoretical as well
as practical knowledge related to the points that need to be
included in hand over of the work.
Session be a detailed
demo or enactment of
how to function
properly.
Demonstration/review: Members present at the
shift.
Staff member explanation:
Experienced staff should be recruited along with all the new one on each
gate.
Verbal communication
Staff member demonstration:
It is mandatory to check every detail of customer. All the entries should be
rechecked before the final entry. All the documents should be uploaded
properly.
Verbal communication
Feedback:
Steve learnt how to work properly during transition. He acknowledged his
faults and rectified it after the session.
Conclusion The session turns out to be fruitful for Steve as the handout process seems
to be smooth after the training session.
How you (the coach) will manage coaching in combination with your own work tasks and commitments:
Being a manager it’s my duty to solve the problems of other staff members. I will manage the training session along with
daily schedule.
Preparation required prior to the session (e.g. confirming session with staff member, policies and procedures
and equipment you need access to, etc.)
Before session I informed all the members to be on time and topic of today’s session. I also brief them the importance of
handover.
3. Observe each staff member completing the task in the workplace environment and
provide support if required. After monitoring is completed,
a. Develop a 1-page report or email summary updating the manager on the progress and
performance of each staff member
Steps Key points
Preparation of the entries made during the shift These entries should be verified twice.
Making entries for the time at which client will
check out
These entries should be verified twice.
Make the person after shift understand the work he
completed in the shift with handover of cash and
balance
These entries should be verified twice.
AIC- SITXHRM001 -AT–V1.0
Coaching session plan 1
Coach name: Staff member name:
Date, time and location: Time allocated:
Objective and scope of coaching session:
Stage Key points Tim
e
Resources/
learning aids
In
tr
o
d
u
ct
io
n
The hotel is facing problem in the checkout process of the company and
after investigation they found out that an employee in night shift has
required a proper coaching related to the handover of work. This
coaching session is planned to provide effective coaching to their
employee in hotel ideal.
Coach and one more
staff member. Learning
aid a white board
marker and layout.
B
o
d
y
Explanation: A proper session is designed in which the coach will
became at the place of employee to make him understand the
process that needs to be followed to handover the work to the
next employee. The coach will provide proper theoretical as well
as practical knowledge related to the points that need to be
included in hand over of the work.
Session be a detailed
demo or enactment of
how to function
properly.
Demonstration/review: Members present at the
shift.
Staff member explanation:
Experienced staff should be recruited along with all the new one on each
gate.
Verbal communication
Staff member demonstration:
It is mandatory to check every detail of customer. All the entries should be
rechecked before the final entry. All the documents should be uploaded
properly.
Verbal communication
Feedback:
Steve learnt how to work properly during transition. He acknowledged his
faults and rectified it after the session.
Conclusion The session turns out to be fruitful for Steve as the handout process seems
to be smooth after the training session.
How you (the coach) will manage coaching in combination with your own work tasks and commitments:
Being a manager it’s my duty to solve the problems of other staff members. I will manage the training session along with
daily schedule.
Preparation required prior to the session (e.g. confirming session with staff member, policies and procedures
and equipment you need access to, etc.)
Before session I informed all the members to be on time and topic of today’s session. I also brief them the importance of
handover.
3. Observe each staff member completing the task in the workplace environment and
provide support if required. After monitoring is completed,
a. Develop a 1-page report or email summary updating the manager on the progress and
performance of each staff member
Steps Key points
Preparation of the entries made during the shift These entries should be verified twice.
Making entries for the time at which client will
check out
These entries should be verified twice.
Make the person after shift understand the work he
completed in the shift with handover of cash and
balance
These entries should be verified twice.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
b. Include in the email, summary of your own performance and your own reflection. You should
be able to identify any areas for improvement in your own performance.
Please enter your email here
Dear sir / mam
As you have read in this training session that the hotel is facing problem in checkout process and the
employee who has been recruited at the transition is not able to fulfill his duties. Keeping this in mind a
short training session has been conducted for all the new joiners to make them aware of the rules and
regulations of the hotel. The session has been designed in such a way that they will understand this
handover procedure in a complete manner.
Few of the staff members does role play of clients. The senior staff members were asked to help all the
newcomers and guide them in the transition process. During the session assigned few of experienced
colleagues work along with the trainees. They explain them the working process and soft skills as how to
deal with the client. One of the new joiner named Steve seems to be underwear of the handover
procedure. Hi he seems to be confused as in what to do and how to do? Absorbing this I decided to take
this training session. In the session he learnt about the rules which needs to be follow by all the
employees of the hotel. He was lacking in assembling all the information at one place. As he is delaying
with some language problem so it's a bit difficult for him to work without this training session.
Hence in my opinion this training session turns out to be fruitful for Steve as I had seen him working after
the session. Is working pattern has been changed a lot and now he has understood the handover and
working procedure.
Thanks and regads
AIC- SITXHRM001 -AT–V1.0
b. Include in the email, summary of your own performance and your own reflection. You should
be able to identify any areas for improvement in your own performance.
Please enter your email here
Dear sir / mam
As you have read in this training session that the hotel is facing problem in checkout process and the
employee who has been recruited at the transition is not able to fulfill his duties. Keeping this in mind a
short training session has been conducted for all the new joiners to make them aware of the rules and
regulations of the hotel. The session has been designed in such a way that they will understand this
handover procedure in a complete manner.
Few of the staff members does role play of clients. The senior staff members were asked to help all the
newcomers and guide them in the transition process. During the session assigned few of experienced
colleagues work along with the trainees. They explain them the working process and soft skills as how to
deal with the client. One of the new joiner named Steve seems to be underwear of the handover
procedure. Hi he seems to be confused as in what to do and how to do? Absorbing this I decided to take
this training session. In the session he learnt about the rules which needs to be follow by all the
employees of the hotel. He was lacking in assembling all the information at one place. As he is delaying
with some language problem so it's a bit difficult for him to work without this training session.
Hence in my opinion this training session turns out to be fruitful for Steve as I had seen him working after
the session. Is working pattern has been changed a lot and now he has understood the handover and
working procedure.
Thanks and regads
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
Scenario 2:
You are the branch manager of your organisation and one of your staff Emily has asked for your
help to coach her in preparing customer feedback surveys. Which will help her to improve her
knowledge on surveys, so she can collect useful information on improving the service to the
guests.
Scenario 2
Identify coaching needs and prepare for coaching
Coach name: Staff member name:
Date and location/s of proposed coaching:
How was the need for coaching identified? What sources of information did you
use to assess the coaching need or skill gap?
direction from colleagues request for coaching from
staff personal observation and workplace member to be coached
experience other (please specify):
The need of the coaching has been identified by the request of the staff member showing the
urge to learn more about customer feedback surveys. It has been observed that feedback form
should be filled a few hours before the checkout by the customers. Analyzing all the aspects a
coaching session is turn out to be first thing to do during day session.
Coaching needs and purpose of coaching:
The purpose of this session is to make staff more aware of the feedback forms. For the
betterment of the hotel and development of the staff members.
Description of task/s to be coached:
Feedback forms are the important part of business which plays great role in its up gradation.
Few pointers which has to be filled by customers are personal details, what are the plus and
minus points of the hotel according to their perception, how they liked the stay in the hotel and
what are the scope of changes according to them.
Policies and procedures, health and safety and legislative requirements for task:
Every institute or hotel has their own policies. The SOP and handouts should be followed
religiously by all staff members. Environment should be safe guard in the procedure to
maintain hygiene and safety .Eco- friendly things and atmosphere to be opted.
Concerns or questions raised:
Why feedback forms are important? What if someone forgets to give the form to the client?
The staff has one query as many customers mark only negative points of the hotel in the form
what should be done with such feedbacks?
Discussion with staff member
Date and location of pre-coaching discussion:
Notes on discussion with staff member:
The session is highly needed to brush up their skills. Only theoretical training is not sufficient
personal experience is much more important. If we are dealing into public sector than its
obvious to deal with different tantrums as we are here to serve them.
Staff member signature: Date:
Coach signature: Date:
AIC- SITXHRM001 -AT–V1.0
Scenario 2:
You are the branch manager of your organisation and one of your staff Emily has asked for your
help to coach her in preparing customer feedback surveys. Which will help her to improve her
knowledge on surveys, so she can collect useful information on improving the service to the
guests.
Scenario 2
Identify coaching needs and prepare for coaching
Coach name: Staff member name:
Date and location/s of proposed coaching:
How was the need for coaching identified? What sources of information did you
use to assess the coaching need or skill gap?
direction from colleagues request for coaching from
staff personal observation and workplace member to be coached
experience other (please specify):
The need of the coaching has been identified by the request of the staff member showing the
urge to learn more about customer feedback surveys. It has been observed that feedback form
should be filled a few hours before the checkout by the customers. Analyzing all the aspects a
coaching session is turn out to be first thing to do during day session.
Coaching needs and purpose of coaching:
The purpose of this session is to make staff more aware of the feedback forms. For the
betterment of the hotel and development of the staff members.
Description of task/s to be coached:
Feedback forms are the important part of business which plays great role in its up gradation.
Few pointers which has to be filled by customers are personal details, what are the plus and
minus points of the hotel according to their perception, how they liked the stay in the hotel and
what are the scope of changes according to them.
Policies and procedures, health and safety and legislative requirements for task:
Every institute or hotel has their own policies. The SOP and handouts should be followed
religiously by all staff members. Environment should be safe guard in the procedure to
maintain hygiene and safety .Eco- friendly things and atmosphere to be opted.
Concerns or questions raised:
Why feedback forms are important? What if someone forgets to give the form to the client?
The staff has one query as many customers mark only negative points of the hotel in the form
what should be done with such feedbacks?
Discussion with staff member
Date and location of pre-coaching discussion:
Notes on discussion with staff member:
The session is highly needed to brush up their skills. Only theoretical training is not sufficient
personal experience is much more important. If we are dealing into public sector than its
obvious to deal with different tantrums as we are here to serve them.
Staff member signature: Date:
Coach signature: Date:
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
Coaching session plan 2
Coach name: Staff member name:
Date, time and location: Time allocated:
Objective and scope of coaching session:
S
t
a
g
e
Key points Tim
e
Resources/learning
aids
In
tr
o
d
u
ct
io
n
Emily is having some problem in filling up the customer feedback
survey forms so she asked for a training session. In order to solve this
problem I organized a training session covering the topic customer
feedback survey forms. I asked other team members to participate in
this session as this is the common doubt in hotel industry and needs
to be rectify.
Feedback forms,
layouts, white board
marker.
B
o
d
y
Explanation
All the team members the news and the old one come up together for the
session. In which the experienced employees help the new joinees in
briefing about the feedback form filling procedure.
Verbal communication
Demonstration/review:
Staff member explanation:
First step to give the forms to the climb. After giving the forms brief them
about what to do in that form. Always welcome both negative and positive
comments. You should always help them in filling the form if anyone stuck
up at any point.
Staff member demonstration:
I asked Emily to give one feedback form to one of the staff member who is
playing the role of a customer in this training session. The customer who is
unaware of few things ask Emily for help. Now I asked Emily to health and
and attend the client politely with soft gestures.
Feedback:
After the training session family is feeling confident as she learnt how to
handle the customer queries and explain them about the feedback survey
forms. This is a small section of a role play turns out to be fruitful for Emily as
well as other new trainees.
C
o
n
cl
u
si
o
n
This kind of training sessions are very much required for all the new trainees to
work properly and understand the procedures as well as rules and regulations of the
institutions. Hence it has been proved that a person learn faster practically rather
than theoretically.
How you (the coach) will manage coaching in combination with your own work tasks and commitments:
Being a manager it’s my duty to solve the problems of other staff members. I will manage the training session along with
daily schedule and tries to find a good solution for their working.
Preparation required prior to the session (e.g. confirming session with staff member, policies and procedures
and equipment you need access to, etc.)
The preparation which has been required for the session are notifying them regarding date day and venue. Brief them
Steps Key points
Brief explanation of the feedback form to clients. Importance of feedback form.
The information which has to be filled. To collect more information.
Need of a feedback form. For the up gradation of hotel and its employees.
AIC- SITXHRM001 -AT–V1.0
Coaching session plan 2
Coach name: Staff member name:
Date, time and location: Time allocated:
Objective and scope of coaching session:
S
t
a
g
e
Key points Tim
e
Resources/learning
aids
In
tr
o
d
u
ct
io
n
Emily is having some problem in filling up the customer feedback
survey forms so she asked for a training session. In order to solve this
problem I organized a training session covering the topic customer
feedback survey forms. I asked other team members to participate in
this session as this is the common doubt in hotel industry and needs
to be rectify.
Feedback forms,
layouts, white board
marker.
B
o
d
y
Explanation
All the team members the news and the old one come up together for the
session. In which the experienced employees help the new joinees in
briefing about the feedback form filling procedure.
Verbal communication
Demonstration/review:
Staff member explanation:
First step to give the forms to the climb. After giving the forms brief them
about what to do in that form. Always welcome both negative and positive
comments. You should always help them in filling the form if anyone stuck
up at any point.
Staff member demonstration:
I asked Emily to give one feedback form to one of the staff member who is
playing the role of a customer in this training session. The customer who is
unaware of few things ask Emily for help. Now I asked Emily to health and
and attend the client politely with soft gestures.
Feedback:
After the training session family is feeling confident as she learnt how to
handle the customer queries and explain them about the feedback survey
forms. This is a small section of a role play turns out to be fruitful for Emily as
well as other new trainees.
C
o
n
cl
u
si
o
n
This kind of training sessions are very much required for all the new trainees to
work properly and understand the procedures as well as rules and regulations of the
institutions. Hence it has been proved that a person learn faster practically rather
than theoretically.
How you (the coach) will manage coaching in combination with your own work tasks and commitments:
Being a manager it’s my duty to solve the problems of other staff members. I will manage the training session along with
daily schedule and tries to find a good solution for their working.
Preparation required prior to the session (e.g. confirming session with staff member, policies and procedures
and equipment you need access to, etc.)
The preparation which has been required for the session are notifying them regarding date day and venue. Brief them
Steps Key points
Brief explanation of the feedback form to clients. Importance of feedback form.
The information which has to be filled. To collect more information.
Need of a feedback form. For the up gradation of hotel and its employees.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
about the topic. Shortlist the members who can take part in the role play for the explanation of the procedure.
3. Observe each staff member completing the task in the workplace environment and
provide support if required. After monitoring is completed,
a. Develop a 1-page report or email summary updating the manager on the progress and
performance of each staff member
b. Include in the email, summary of your own performance and your own reflection. You should
be able to identify any areas for improvement in your own performance.
Please enter your email here
Dear sir / mam
I the manager of this hotel conducted a training session covering the topic feedback survey forms. In this
training session I had covered all the aspects regarding the client feedback forms. The need of this
training has been identified by the request of the staff member who showed a keen urge to learn more
about customer feedback survey forms.
This training has been taken in order to fulfill the purpose of making the new joiners aware of the rules of
the hotel. The second main reason of the session is to make them understand the use of sop which has
been given to them during their first orientation session. I had described all the pointers given in the SOP
to them and specially the feedback form column. The training has been given to Emily as well as other
staff members has how to behave politely with the customers. They had been taught to face the
tantrums of different clients.
After observing Emily after the training session she has been working following all the tips given to her.
Thus I would say the training session has achieved its goal.
Thanks and regards.
AIC- SITXHRM001 -AT–V1.0
about the topic. Shortlist the members who can take part in the role play for the explanation of the procedure.
3. Observe each staff member completing the task in the workplace environment and
provide support if required. After monitoring is completed,
a. Develop a 1-page report or email summary updating the manager on the progress and
performance of each staff member
b. Include in the email, summary of your own performance and your own reflection. You should
be able to identify any areas for improvement in your own performance.
Please enter your email here
Dear sir / mam
I the manager of this hotel conducted a training session covering the topic feedback survey forms. In this
training session I had covered all the aspects regarding the client feedback forms. The need of this
training has been identified by the request of the staff member who showed a keen urge to learn more
about customer feedback survey forms.
This training has been taken in order to fulfill the purpose of making the new joiners aware of the rules of
the hotel. The second main reason of the session is to make them understand the use of sop which has
been given to them during their first orientation session. I had described all the pointers given in the SOP
to them and specially the feedback form column. The training has been given to Emily as well as other
staff members has how to behave politely with the customers. They had been taught to face the
tantrums of different clients.
After observing Emily after the training session she has been working following all the tips given to her.
Thus I would say the training session has achieved its goal.
Thanks and regards.
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
Scenario 3
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
Scenario 3:
You have received several customer’s complains about Andy your tour guide being rude and
insensitive with customers and upon investigation you have found out that Andy is not familiar
with the norms and cultural sensitivities of guests from south east Asian region. You have
scheduled a coaching session with Andy to explain about cultural differences about that region
and appropriate communication with guests.
Identify coaching needs and prepare for coaching
Coach name: Staff member name:
Date and location/s of proposed coaching:
How was the need for coaching identified? What sources of information did you
use to assess the coaching need or skill gap?
direction from colleagues request for coaching from staff
personal observation and workplace member to be coached
experience other (please specify):
The need of the training is the complaint which has been logged against Andy by the hotel
clients of south east Asian region.
Coaching needs and purpose of coaching:
To make him aware of the culture background of southeast Asian countries like Malaysia,
Singapore, Thailand and Vietnam.
Description of task/s to be coached:
To brief them about the cultural differences.
Policies and procedures, health and safety and legislative requirements for task:
This is the first thing we should learn to be polite when we are working in any hospitality
industry. To ensure all policies should be followed.
Concerns or questions raised:
They asked that why our normal language hurt the customer so much? Our small
ignorance becomes a hyper case How? Why should we deal in different manner with south
eastern people?
Discussion with staff member
Date and location of pre-coaching discussion:
Notes on discussion with staff member:
Different cultures has different orientation. We need to learn about the background of a
client before organizing any tour. The client feel good about you if you can speak their
language with them.
Staff member signature: Date:
Coach signature: Date:
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
Scenario 3:
You have received several customer’s complains about Andy your tour guide being rude and
insensitive with customers and upon investigation you have found out that Andy is not familiar
with the norms and cultural sensitivities of guests from south east Asian region. You have
scheduled a coaching session with Andy to explain about cultural differences about that region
and appropriate communication with guests.
Identify coaching needs and prepare for coaching
Coach name: Staff member name:
Date and location/s of proposed coaching:
How was the need for coaching identified? What sources of information did you
use to assess the coaching need or skill gap?
direction from colleagues request for coaching from staff
personal observation and workplace member to be coached
experience other (please specify):
The need of the training is the complaint which has been logged against Andy by the hotel
clients of south east Asian region.
Coaching needs and purpose of coaching:
To make him aware of the culture background of southeast Asian countries like Malaysia,
Singapore, Thailand and Vietnam.
Description of task/s to be coached:
To brief them about the cultural differences.
Policies and procedures, health and safety and legislative requirements for task:
This is the first thing we should learn to be polite when we are working in any hospitality
industry. To ensure all policies should be followed.
Concerns or questions raised:
They asked that why our normal language hurt the customer so much? Our small
ignorance becomes a hyper case How? Why should we deal in different manner with south
eastern people?
Discussion with staff member
Date and location of pre-coaching discussion:
Notes on discussion with staff member:
Different cultures has different orientation. We need to learn about the background of a
client before organizing any tour. The client feel good about you if you can speak their
language with them.
Staff member signature: Date:
Coach signature: Date:
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
Coaching session plan 3
Coach name: Staff member name:
Date, time and location: Time allocated:
Objective and scope of coaching session:
S
t
a
g
e
Key points Tim
e
Resources
/learning
aids
In
tr
o
d
u
ct
io
n
The key point of the training is to teach the staff members especially the tour guides
about different cultural backgrounds. They need to be trained how to present
themselves in front of the people coming from all across the globe.
Audio visuals books
and verbal
communication.
B
o
d
y
Explanation: Southeastern people are very soft hearted. They speak in a soft
manner. They have a habit to greet people as many times as they see them.
Demonstration/review:
The culture difference of countries causes misleads. So it is important for
tour guides to know different cultures of the world. If you opt to work as a
guide than it’s your moral responsibility to entertain your clients politely. The
client will see our country through your perception. So it’s important for you
to know the cultures and its importance.
Staff member explanation:
As tour guide the staff member explained that they speak in their regular
mode of communication with south eastern people. It might possible that
southeastern us are very polite and humble that's why they doesn't like the
way of speaking of tour guides.
Staff member demonstration:
The other staff members give Andy brief description regarding the
communication soft skills. They explained that having different cultural
backgrounds it is a bit difficult to adjust and communicate with each other.
Feedback:
In order to solve the problem Andy has been taught how to be polite and
submissive with the clients coming from all across the globe. He also has
been instructed to do a research about few other cultures of those countries
from where our clients are regular visitors.
C
o
n
cl
u
si
o
n
After completing the training session Andy understood his faults and promise to
rectify them in future. He also learnt about soft communication skills and cultural
differences between two countries.
How you (the coach) will manage coaching in combination with your own work tasks and commitments:
Being a head of a team it is my duty true to instruct staff members for smooth working. As in this case Andy is
unable to match of the expectations of the client so it is my duty to teach him how to reciprocate with the client.
Preparation required prior to the session (e.g. confirming session with staff member, policies and procedures
and equipment you need access to, etc.)
I told the staff members regarding the date time and venue of the training. I also prepared handouts describing
differences in the cultures of different countries for tour guide. I also arranged and audiovisual mode of training
Steps Key points
To give them handouts describing culture of south
eastern countries.
Every culture has its own differences.
AIC- SITXHRM001 -AT–V1.0
Coaching session plan 3
Coach name: Staff member name:
Date, time and location: Time allocated:
Objective and scope of coaching session:
S
t
a
g
e
Key points Tim
e
Resources
/learning
aids
In
tr
o
d
u
ct
io
n
The key point of the training is to teach the staff members especially the tour guides
about different cultural backgrounds. They need to be trained how to present
themselves in front of the people coming from all across the globe.
Audio visuals books
and verbal
communication.
B
o
d
y
Explanation: Southeastern people are very soft hearted. They speak in a soft
manner. They have a habit to greet people as many times as they see them.
Demonstration/review:
The culture difference of countries causes misleads. So it is important for
tour guides to know different cultures of the world. If you opt to work as a
guide than it’s your moral responsibility to entertain your clients politely. The
client will see our country through your perception. So it’s important for you
to know the cultures and its importance.
Staff member explanation:
As tour guide the staff member explained that they speak in their regular
mode of communication with south eastern people. It might possible that
southeastern us are very polite and humble that's why they doesn't like the
way of speaking of tour guides.
Staff member demonstration:
The other staff members give Andy brief description regarding the
communication soft skills. They explained that having different cultural
backgrounds it is a bit difficult to adjust and communicate with each other.
Feedback:
In order to solve the problem Andy has been taught how to be polite and
submissive with the clients coming from all across the globe. He also has
been instructed to do a research about few other cultures of those countries
from where our clients are regular visitors.
C
o
n
cl
u
si
o
n
After completing the training session Andy understood his faults and promise to
rectify them in future. He also learnt about soft communication skills and cultural
differences between two countries.
How you (the coach) will manage coaching in combination with your own work tasks and commitments:
Being a head of a team it is my duty true to instruct staff members for smooth working. As in this case Andy is
unable to match of the expectations of the client so it is my duty to teach him how to reciprocate with the client.
Preparation required prior to the session (e.g. confirming session with staff member, policies and procedures
and equipment you need access to, etc.)
I told the staff members regarding the date time and venue of the training. I also prepared handouts describing
differences in the cultures of different countries for tour guide. I also arranged and audiovisual mode of training
Steps Key points
To give them handouts describing culture of south
eastern countries.
Every culture has its own differences.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
session for them.
3. Observe each staff member completing the task in the workplace environment and
provide support if required. After monitoring is completed,
a. Develop a 1-page report or email summary updating the manager on the progress and
performance of each staff member
b. Include in the email, summary of your own performance and your own reflection. You should
be able to identify any areas for improvement in your own performance.
Please enter your email here
Dear sir mam
Few days ago I attended a complaint regarding one of our tour guides that he is not taking proper care of
our clients the reason behind was difference in the cultural backgrounds. Andy as we all know comes
from a rural background hence he has not develop this soft communication skills yet. On the other hand
are clients from south-eastern country are very soft speaking and kind hearted people. So this huge
difference makes an annoying situation between the client and the guide. In order to rectify this problem
I had conducted a training session for Andy describing him about the behavior and communication skills
which needs to be followed by all the tour guides.
During the session I found that and he is totally unaware of any other culture except our own country’s
culture. So I handed over hand out to him in which the cultures traditions and people of different
countries of south East Asian regions has been described. He had gone through to all the pointers and
found that he has to change his communication skills along with his behavior.
Hence it has been said that the training session match up its target and taught the needful to the trainee.
Thanks and regards.
AIC- SITXHRM001 -AT–V1.0
session for them.
3. Observe each staff member completing the task in the workplace environment and
provide support if required. After monitoring is completed,
a. Develop a 1-page report or email summary updating the manager on the progress and
performance of each staff member
b. Include in the email, summary of your own performance and your own reflection. You should
be able to identify any areas for improvement in your own performance.
Please enter your email here
Dear sir mam
Few days ago I attended a complaint regarding one of our tour guides that he is not taking proper care of
our clients the reason behind was difference in the cultural backgrounds. Andy as we all know comes
from a rural background hence he has not develop this soft communication skills yet. On the other hand
are clients from south-eastern country are very soft speaking and kind hearted people. So this huge
difference makes an annoying situation between the client and the guide. In order to rectify this problem
I had conducted a training session for Andy describing him about the behavior and communication skills
which needs to be followed by all the tour guides.
During the session I found that and he is totally unaware of any other culture except our own country’s
culture. So I handed over hand out to him in which the cultures traditions and people of different
countries of south East Asian regions has been described. He had gone through to all the pointers and
found that he has to change his communication skills along with his behavior.
Hence it has been said that the training session match up its target and taught the needful to the trainee.
Thanks and regards.
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
Scenario 4:
Your organisation has replaced an equipment in your department (e.g. Dough kneader,
Photocopier, File shredder, EFTPOS machine, Telephone exchange system). You have decided
to provide your team of 4 staff members with coaching on how to use the equipment is a safe and
efficient manner.
Scenario 4
Identify coaching needs and prepare for coaching
Coach name: Staff member name:
Date and location/s of proposed coaching:
How was the need for coaching identified? What sources of information did you
use to assess the coaching need or skill gap?
direction from colleagues request for coaching from staff
personal observation and member to be coached
workplace experience other (please specify):
Coaching needs and purpose of coaching:
The need of training is to make them aware of the working of new technologies.
Description of task/s to be coached:
To demonstrate them the working of machines like photocopier, File shedder, EFTPOS
machine and telephonic exchange system.
Policies and procedures, health and safety and legislative requirements for
task:
To follow the rules of the hotel. To Avoid misuse of all above mentioned devices.
Concerns or questions raised:
Why these machines are required when we are capable of doing the same work? What if
we can’t handle or operate these devices properly?
Discussion with staff member
Date and location of pre-coaching discussion:
Notes on discussion with staff member:
The staff has to be explained the need of these machines. These are installed for their
betterment.
Staff member signature: Date:
Coach signature: Date:
AIC- SITXHRM001 -AT–V1.0
Scenario 4:
Your organisation has replaced an equipment in your department (e.g. Dough kneader,
Photocopier, File shredder, EFTPOS machine, Telephone exchange system). You have decided
to provide your team of 4 staff members with coaching on how to use the equipment is a safe and
efficient manner.
Scenario 4
Identify coaching needs and prepare for coaching
Coach name: Staff member name:
Date and location/s of proposed coaching:
How was the need for coaching identified? What sources of information did you
use to assess the coaching need or skill gap?
direction from colleagues request for coaching from staff
personal observation and member to be coached
workplace experience other (please specify):
Coaching needs and purpose of coaching:
The need of training is to make them aware of the working of new technologies.
Description of task/s to be coached:
To demonstrate them the working of machines like photocopier, File shedder, EFTPOS
machine and telephonic exchange system.
Policies and procedures, health and safety and legislative requirements for
task:
To follow the rules of the hotel. To Avoid misuse of all above mentioned devices.
Concerns or questions raised:
Why these machines are required when we are capable of doing the same work? What if
we can’t handle or operate these devices properly?
Discussion with staff member
Date and location of pre-coaching discussion:
Notes on discussion with staff member:
The staff has to be explained the need of these machines. These are installed for their
betterment.
Staff member signature: Date:
Coach signature: Date:
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
Coaching session plan 4
Coach name: Staff member name:
Date, time and location: Time allocated:
Objective and scope of coaching session:
Stag
e
Key points Tim
e
Resources
/learning
aids
Intro
ducti
on
To make them aware of the functioning of these machines and its uses. These are
used to save their time and energy. With the help of these machines their work will
get much more easier.
Verbal communication
and live demonstration.
Body Explanation
Demonstration/review: Verbal communication
and live demonstration
Staff member explanation:
I explained the staff dough kneader will lessen the work energy and time in
the kitchen. Similarly ,EFTPOS machine will count the notes within
fraction of time.
Staff member demonstration:
In order to find out how these machines works and consume less time.
Feedback:
After briefing them it has been said that they understood the working patter
of the machines.
Conc
lusio
n
The session turns out to be positive as it fulfilled the motive.
How you (the coach) will manage coaching in combination with your own work tasks and commitments:
Being a head of a team it is my duty true to instruct staff members for smooth working.
Preparation required prior to the session (e.g. confirming session with staff member, policies and procedures and
equipment you need access to, etc.)
Before session I informed all the members to be on time and topic of today’s session. I also brief them the
Importance of time and energy.
3. Observe each staff member completing the task in the workplace environment and
provide support if required. After monitoring is completed,
a. Develop a 1-page report or email summary updating the manager on the progress and
performance of each staff member
b. Include in the email, summary of your own performance and your own reflection. You should
be able to identify any areas for improvement in your own performance.
Please enter your email here
Steps Key points
It will consume less time and make the work easier. The working pattern of dough kneader, file shedder
and photo copier.
AIC- SITXHRM001 -AT–V1.0
Coaching session plan 4
Coach name: Staff member name:
Date, time and location: Time allocated:
Objective and scope of coaching session:
Stag
e
Key points Tim
e
Resources
/learning
aids
Intro
ducti
on
To make them aware of the functioning of these machines and its uses. These are
used to save their time and energy. With the help of these machines their work will
get much more easier.
Verbal communication
and live demonstration.
Body Explanation
Demonstration/review: Verbal communication
and live demonstration
Staff member explanation:
I explained the staff dough kneader will lessen the work energy and time in
the kitchen. Similarly ,EFTPOS machine will count the notes within
fraction of time.
Staff member demonstration:
In order to find out how these machines works and consume less time.
Feedback:
After briefing them it has been said that they understood the working patter
of the machines.
Conc
lusio
n
The session turns out to be positive as it fulfilled the motive.
How you (the coach) will manage coaching in combination with your own work tasks and commitments:
Being a head of a team it is my duty true to instruct staff members for smooth working.
Preparation required prior to the session (e.g. confirming session with staff member, policies and procedures and
equipment you need access to, etc.)
Before session I informed all the members to be on time and topic of today’s session. I also brief them the
Importance of time and energy.
3. Observe each staff member completing the task in the workplace environment and
provide support if required. After monitoring is completed,
a. Develop a 1-page report or email summary updating the manager on the progress and
performance of each staff member
b. Include in the email, summary of your own performance and your own reflection. You should
be able to identify any areas for improvement in your own performance.
Please enter your email here
Steps Key points
It will consume less time and make the work easier. The working pattern of dough kneader, file shedder
and photo copier.
Educating for Excellence
AIC- SITXHRM001 -AT–V1.0
Dear sir/madam
I am the manager of this hotel had conducted a training session regarding the working of the machines
like Dough kneader, Photocopier, File shredder, EFTPOS machine, Telephone exchange system . In
this training session I had covered all the aspects regarding the working of the machines and its uses.
The need of this training has been identified by myself to demonstrate the smooth functioning of the
hotel using these machines.
Hence it has been said that the training session match up its target and taught the needful to all the four
trainees.
Thanks and Regards.
End of Assessment
AIC- SITXHRM001 -AT–V1.0
Dear sir/madam
I am the manager of this hotel had conducted a training session regarding the working of the machines
like Dough kneader, Photocopier, File shredder, EFTPOS machine, Telephone exchange system . In
this training session I had covered all the aspects regarding the working of the machines and its uses.
The need of this training has been identified by myself to demonstrate the smooth functioning of the
hotel using these machines.
Hence it has been said that the training session match up its target and taught the needful to all the four
trainees.
Thanks and Regards.
End of Assessment
1 out of 28
Related Documents
![[object Object]](/_next/image/?url=%2F_next%2Fstatic%2Fmedia%2Flogo.6d15ce61.png&w=640&q=75){kind=small}
Your All-in-One AI-Powered Toolkit for Academic Success.
+13062052269
info@desklib.com
Available 24*7 on WhatsApp / Email
![[object Object]](/_next/static/media/star-bottom.7253800d.svg)
Unlock your academic potential
© 2024 | Zucol Services PVT LTD | All rights reserved.