Developing Soft Skills for Better Customer Engagement

The assignment content discusses various aspects related to employee performance management, including informal and formal feedback, praise and acknowledgement, schedule for monitoring progress, consultation/meeting agenda and notes, coaching roles, on-the-job coaching, formal feedback sessions, HR performance management records, performance improvement and development plans, support services, counselling session plan, disciplinary process, and organizational procedures of termination. The content emphasizes the importance of regular feedback, motivation, and morale in improving employee performance.

Running head- Work Plan
Work Plan

1
Work Plan
Work plan
Executive summary
This study is conducted on the Sunny Side Outlet to get an insight into the company performance
management its process and procedures, its policies regarding dealing with an employee whose
performance is not up to the mark and formulate guidelines to improve performance. Identify
key performance indicators and achievement of the employees. How to deal with those
employees who are involved in illegal activities? The process of formal and informal feedback to
those employees whose performance is outstanding and those whose performance is not up to the
mark. This study is also about the grievance procedure and disciplinary procedure of the
company.
Part A:
Answer1:
MAIN KEY TASKS KEY RESULT AREAS (KRA)
Interpersonal communication system Promote communication among the team
members
Support system Support team members in achieving the
goals
Feedback Promote feedback system to encourage
communication and find out loopholes
Answer2:
Goal(s)
A goal is a person's plan or commitment that he wants to achieve in the long term. Here the goal(s) for
the individual work plan would be to establish a communication system that inspires and motivate the
employees or members of a team.
Measurable Objectives
Objectives are a short term plan that a person wants to achieve in nearest future. Here the
objectives to improve the performance of the employees are,
 Establish rewarding system according to work assigned to boost up the morale of the
employees to accomplish the assigned task within the time frame.

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Work Plan
 Proper training program for the new employees and developmental program for existing
employees. Allow all the employees to participate in training and developmental programs.
 Recognition of employees who have done excellent in his field to keep them motivated
towards work.
Activities
Activities mean tasks or steps that need to be taken to achieve the overall organizational goals
and objectives.
 Define the goals and objectives that need to be achieved.
 Identify training needs and methods of training
 Conduct the training programs
 Establish communication system and allow all the employees to have a say.
 Ensure the effectiveness of communication or interpersonal communication.
 Encourage feedback to promote communication.
 Establish a rewarding system to reward the valued employees to keep them motivated.
 Conduct motivational program to boost up the morale of the employees.
 Retention program to retain the valuable employees of the organization.
Impacts
Impact means changes that would take place in the organization after initiating these activities,
 Employees will be motivated and inspired towards work.
 The productivity of employees will increase.
 Employees would be trained and skilled.
 Turnover of employees will reduce.
 Goals and objectives will be achieved effectively
Evaluation
Evaluation of these activities is needed to check whether these activities are done properly or not.
If there is any deviation in these activities, proper action can be taken to minimize that deviation.
To measure the impact one should follow these steps,
 First of all collect data of process and outcome of the activities
 Interpret and analyze data
 List out the findings
 Compare the findings with the desired result
 If there is any gap in between actual result and the desired result (actual result < desired
result) take appropriate action to minimise that gap.

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Work Plan
Answer3:
Evaluation
Evaluation of these activities is needed to check whether these activities are done properly or not.
If there is any deviation in these activities, proper action can be taken to minimize that deviation.
To measure the impact one should follow these steps,
 First of all collect data of process and outcome of the activities
 Interpret and analyze data
 List out the findings
 Compare the findings with the desired result
 If there is any gap in between actual result and the desired result (actual result < desired
result) take appropriate action to minimise that gap.
STAFF
RESPONSIBL
E
TASKS/
RESPONSIBILITIES
/ DUTIES
AVAILABLE
RESOURCES
TO DO THE
TASK
REASONS for
ALLOCATIO
N
MEASURE
S OF
OUTCOME
Steven
Dealing with customer Communicatio
n
Skill
He has
experience in
dealing with
customers
Increase sale
Tom
Dealing with customer Communicatio
n
Skill
He has many
years experience
in fashion trend
Customer
satisfaction
Annie
Managing the stock Skills to handle
stocks
She has
certificate in
managing stock
Better
management
of stock
John
Handling staff Interpersonal
skills/ability to
work in a team
He has worked
as a football
player and could
manage team
Motivate
team member
to achieve
the goals
Mickey Store supervisor Knowledge of
management
He has
graduated
degree in
business
management
plus one year of
experience
Flexible
enough to
deal with
other
employees
Answer3:
Answer4:
Staff Tasks/ Performance Code of Policies and work

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Work Plan
Responsible Duties standards conduct output
Steven
Dealing with
customer
High rate in
sale
Achieve high
rate of sale with
high customer
satisfaction level
Be ready to
communicate and solve
the problems of all
customers anytime.
Tom
Dealing with
customer
Customer
satisfaction
Deliver the
service to
customers to
make them
delighted
Cooperate with each
employee to make them
satisfied
Annie
Managing the
stock
Better
performance
Manage
inventory to
make it
available when
needed
Use JIT to make available
all the required things
when needed.
John
Handling staff Motivate and
get things done
Manage and
motivate all the
team members
to raise their
productivity
Manage all the staff in a
fair manner. There
should not be any
biasness.
Mickey Store
supervisor
Increase
productivity
and generate
revenue
Deal with each
employee fairly
Engage and
communicate with
every staff to know
them better.
Answer5:
The position of Mickey should be the focus by the student in detail because the position of
Mickey is most important (the position of all employees is as important as others) to handle the
overall performance of the store. If he could be able to manage the store meaning that all the
other staffs are putting their full effort to maximize their productivity.
If the task is not up to the standard, the student should, first of all, find out the reasons of lacking
behind the standard and then take appropriate to minimize those reasons.
The key results areas are
Increase sales
Ensure customer satisfaction

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Work Plan
Manage team member
To communicate key result area, performance standard, and code of conduct, Mickey called a
meeting of all the staff. In the meeting key result, areas and the performance standard were
discussed, and code of conduct was displayed on bulletin board.
Answer6:
Task description/ Risks Areas
Sunny Side Outlet
Risk Analysis
Process
Risk Communication Risk Management
PRIMAR
Y
RISK(S)
Customer
dissatisfaction
Identify uncertainty
Communication
with customers
Seeking feedback
from the customers
Communicate with the
staffs
Accept the risk
SECOND
ARY
RISK(S)
Conflict among
team members
Communication
with staffs
Take their opinion
on particular task
Secret feedback of
all staffs
Communicate with the
staffs
Accept the risk
OTHER
RISK(S)
Decrease in
overall
productivity
Communication
with the staff
Identifying skills
for performing task
Identifying training
needs
Communicate with the
staffs
Accept the risk
Part B

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Work Plan
Answer7:
PERFORMANCE MANAGEMENT PROTOCOL/ TIMELINE
Sunny Side Outlet
Design features Guiding principle in line
with organizational policies
and government legislation
Review process
Scope of Performance
Management System
Job performance
Working relationship
Review performance
periodically
Employee Duty Statement Customer support executive Checking Recruitment &
selection processes are
implemented properly
Performance Indicators Customers satisfaction
Employees performance
Productivity of organization
Allow feedback and analyze
them
Staff Development Plans Periodic training program Assessment of training
needs
Recognition for
Performance
Reward system for excellent
performance
Analyse and compare actual
performance with desired
performance
Feedback Formal and informal Analyse feedback of
employees and customers
Grievance Procedures Oral grievance
Written grievance
Grievance send to
employees relation
Arbitration
Communicate with the
employees
Formal/ Informal
performance reviews
Both
Records to be kept Performance management
records
HR manager should
maintain the record

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Work Plan
Answer8:
TRAINING PLAN
Sunny Side Outlet
Employees Name:
Trainer:
Venue:
Date:
Employee
Positions
AREAS
REQUIRING
IMPROVEMENT
S
PROFES
SIONAL
DEVELO
PMENT
REQUIR
ED
STRATEG
IES FOR
IMPROV
EMENT
OUTCOMES
SOUGHT/ AND
BY WHEN
SCHEDULE FOR
MONITORING
PROGRESS AND FINAL
OUTCOME.
Customer
service
Communicatio
n
yes Training
on
commun
ication
skills
Customer
satisfaction/by
the end of the
year
Monitor progress every
month and by the end
of the year outcome
Retail
staff
Relationship
selling
technique
yes Training
and
develop
mental
program
Increase sales
volume/in three
months
Monitor progress every
month and by the end
of three months
outcome
Handling
staff
Interpersonal
relations
yes Training Employee
engagement/in
three months
Monitor progress every
month and by the end
of three months

8
Work Plan
outcome
Store
superviso
r
Decision-
making ability
yes Training Increase in
productivity/by
the end of the
year
Monitor progress every
month and by the end
of the year outcome
Answer9:
Purpose of - DESCRIPTION
Performance Management Access the employee's efficiency and
effectiveness
Common Formal Performance
Reviews
Excellent in facilitating discussion in
groups
Organisational Protocols and
Timelines
Assessment of performance of
employees need to be done every
month
Record Achievements of KPI’s Highest sales rate
Record template:
Item to be recorded Methods Process Key
achievement
Key
person
Date &
Time

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Work Plan
Training
Induction
Supervision
Observation of safe
work practices
Reporting schedule
Employee Assignment Sun Mon Tue Wed Thu Fri Sat
Instruction memorandum of staff
Company Name

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Work Plan
Date:
To:
From:
Subject
Body of the memorandum
Name
Designation
Signature
Part C
Answer10:
Performance Improvement Plan / Feedback Session

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Work Plan
Sunny Side Outlet
Employee’s Name Steven
Date of Meeting 21-09-2017
Manager’s Name Abc
Areas where Excellence in
Performance has been
Demonstrated
Dealing with customers
Performance Areas Needing
Improvement
Building long-term relationship with
customers
Strategies for Improvement More focus on interpersonal relationship
skills
Details of Informal Feedback The overall performance is excellent. Keep
going. You are the champ.
Details of Formal Feedback Hi, Steven
You are good and have done excellent
work. Try to build a long-term relationship
with customers.
Thank you
Praise & Acknowledgement
Excellent
Schedule for Monitoring Progress
and Final Outcome
22-10-2017

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Work Plan
Performance Improvement Plan / Feedback Session
Sunny Side Outlet
Employee’s Name Annie
Date of Meeting 21-09-2017
Manager’s Name Abc
Areas where Excellence in
Performance has been
Demonstrated
Punctuality at workplace
Performance Areas Needing
Improvement
Attitude, skills to deal with customers
Strategies for Improvement Soft skill training to shape attitude
Details of Informal Feedback You are good and punctual at the
workplace. Sort out your problem of a
short temper; you will be excellent.
Details of Formal Feedback Hi, Annie
You are a valued employee of our
organization and doing well. There is little
bit scope for improvement. Keep working
on soft skills.
Thank you
Praise & Acknowledgement Good
Schedule for Monitoring Progress
and Final Outcome
22-10-2017

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Work Plan
Consultation / Meeting Agenda & Notes
Title of Meeting: Discussion on the performance of Annie Facilitator: HR professional
Purpose / Objectives: Highlight the strategy to make Annie engage in work
ATTENDEES: General Manager, HR specialists & Counselor
ABSENT: None
Place Meeting room of Sunny Side
Date 21-09-2017
Time
KEY DISCUSSION POINTS
Explain the problem The major problem is the attitude of Annie and disengagement in work. She does not
involve herself in the job.
Support provided Many times performance appraisal has been provided to demonstrate the
performance of Annie. Not any action has been taken against her. Counseling has been
provided and soft skill training as well.
Disciplinary process Verbal communication of the problem, Written warning, Second written warning,
dismissal
Answer11:
 Explain the roles of coaching
 Mentor
 Motivator
 Goal Setter
 Confidence builder
 How on-the-job-coaching can be conducted?
To conduct on the job coaching, we need to follow the following steps,
 Mentoring of the employees
 Identify and conduct periodic training from external and internal resources
 Implement the program of book club at workplace

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Work Plan
 Identify employees who need external coaching along with on the job
coaching
 Promotion of employees
 Job rotation
 Job enlargement & job enrichment
Answer12:
STEPS TO CONDUCT FORMAL FEEDBACK
SESSIONS
REASONING
Call the employees and tell them what the topic
of discussion is?
Feedback
Tell them positive aspect of their performance Feedback
Allow them to have a say about their
performance
Feedback
Give feedback and outline the area of
improvement
Feedback
Answer13:
HR PERFORMANCE MANAGEMENT
RECORDS
REVIEW OUTCOMES
Employees performance Good
Training needs Periodic training program
Mentoring program Weekly program
Performance review Very good
Reward Incentives
Answer14:

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Work Plan
PERFORMANCE IMPROVEMENT AND DEVELOPMENT PLANS
Sunny Side Outlet
Performance
Objective Strategies Outcomes Sought Schedule
Align the objective
of individual with
organization
Set the individual
goals accordance
with the
organizational
goals
Achievements of
objectives 21-09-2018
Increase overall
organizational
performance
Access
performance and
give relevant
feedback to
improve
performance
Performance 01-01-2018
Identify personal
training and
development
needs
Regular
assessment of
performance
Required skills &
competencies 01-01-2018
Increase
organizational
productivity
Motivate the
employees and
boost up the
morale
Periodic training
and development
program
Productivity 21-09-2018
Answer16
a) Describe how you would provide support service to Lee?
Answer: the manager should not blame Lee for his gambling problem. Other staffs need to
support and try to cope with the problem and also guide him with a positive attitude to escape
from the problem.
b) Explain what sort of support is provided by a human resource expert.

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Work Plan
Answer: Human resource expert should listen to the problem of lee with full of attention and
should try to know the reason of being involved in gambling and provide a guideline to escape
from that.
c) In case Lee doesn’t improve after the coaching and support service, how does the
student handle the situation by:
Answer: when after all required effort the performance of Lee does not improve, there are only
two options in front of management either fire Lee or support him morally. The student should
support him morally and try to engage him as much as possible to handle the situation. Other
than this a counselling program also would be better method to handle the situation.
COUNSELLING SESSION PLAN
Sunny Side Outlet
Highlight the main points of concern with
staff member’s performance
The performance of staff is not improving
even after coaching and support.
Detail the specific examples of
unsatisfactory performance
Lee’s performance is not up to the mark even
after investing time and money.
Seek clarification Analyse the problem of Lee and help him
improving his performance
Specific actions required internally
and externally
Lee needs a counselling session on his
performance
Appropriate monitoring procedures The counsellor and the HR manager will be
in counselling room to conduct and monitor
the session.
Follow up with the employee There should be some open-ended personal
questions to know the main reason of
underperformance.
What will happen next (disciplinary
process)
If the performance will not improve after
counselling session then he must go through
disciplinary process.
Answer18: organizational procedures of termination
 Organization needs to write down all the matters (Documentation)
 Notify the employee about the termination
 Conduct exit interview
 Conduct termination meetings
 Ensure the safety of the workplace after termination
 If possible give unemployment compensation.