BSBMGT502 Diploma of Leadership: Manage People Performance Task

This document provides a comprehensive solution to the BSBMGT502 Manage People Performance assessment, a part of the BSB51915 Diploma of Leadership and Management. The assessment includes tasks related to allocating work, providing feedback, designing performance management systems, and managing follow-up actions. The solution addresses key elements such as consulting stakeholders, developing work plans, setting performance indicators, conducting risk analysis, and providing coaching. It also covers the importance of documenting performance, managing performance improvement plans, and addressing poor performance through counseling and disciplinary processes. The document refers to a simulated business scenario at Australian Hardware, focusing on the secondment of an employee and the associated performance expectations and risk management strategies.

ASSESSMENT
Qualification: BSB51915 Diploma of Leadership and
Management
Unit of Competency: BSBMGT502 Manage people performance
Student Name:
Student ID:
Assessment Due
Date:

BSBMGT502 Manage people performance
This unit describes the skills and knowledge required to manage the performance of staff who
report to them directly. Development of key result areas and key performance indicators and
standards, coupled with regular and timely coaching and feedback, provide the basis for
performance management.It applies to individuals who manage people. It covers work
allocation and the methods to review performance, reward excellence and provide feedback
where there is a need for improvement.
The unit makes the link between performance management and performance development,
and reinforces both functions as a key requirement for effective managers.
Elements Performance Criteria
1. Allocate work 1.1 Consult relevant groups and individuals on work to be allocated and
resources available
1.2 Develop work plans in accordance with operational plans
1.3 Allocate work in a way that is efficient, cost effective and outcome
focussed
1.4 Confirm performance standards, Code of Conduct and work outputs
with relevant teams and individuals
1.5 Develop and agree performance indicators with relevant staff prior to
commencement of work
1.6 Conduct risk analysis in accordance with the organisational risk
management plan and legal requirements
2. Assess
performance
2.1 Design performance management and review processes to ensure
consistency with organisational objectives and policies
2.2 Train participants in the performance management and review
process
2.3 Conduct performance management in accordance with
organisational protocols and time lines
2.4 Monitor and evaluate performance on a continuous basis
3. Provide
feedback
3.1 Provide informal feedback to staff on a regular basis
3.2 Advise relevant people where there is poor performance and take
necessary actions
3.3 Provide on-the-job coaching when necessary to improve
performance and to confirm excellence in performance
3.4 Document performance in accordance with the organisational
performance management system
3.5 Conduct formal structured feedback sessions as necessary and in
accordance with organisational policy
BSBMGT502 Manage people performanceAssessment – Version: 1.0 (Created: 11/10/17; Printed: 29/08/24)
This document is uncontrolled version when printed. 2

4. Manage follow
up
4.1 Write and agree on performance improvement and development plans in
accordance with organisational policies
4.2 Seek assistance from human resources specialists, where appropriate
4.3 Reinforce excellence in performance through recognition and continuous
feedback
4.4 Monitor and coach individuals with poor performance
4.5 Provide support services where necessary
4.6 Counsel individuals who continue to perform below expectations and
implement the disciplinary process if necessary
4.7 Terminate staff in accordance with legal and organisational requirements
where serious misconduct occurs or ongoing poor-performance continues
Performance Evidence
Evidence of the ability to:
 consult with relevant stakeholders to identify work requirements, performance standards and
agreed performance indicators
 develop work plans and allocate work to achieve outcomes efficiently and within organisational
and legal requirements
 monitor, evaluate and provide feedback on performance and provide coaching or training, as
needed
 reinforce excellence in performance through recognition and continuous feedback
 seek assistance from human resources specialists where appropriate
 keep records and documentation in accordance with the organisational performance
management system
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
 outline relevant legislative and regulatory requirements
 outline relevant awards and certified agreements
 explain performance measurement systems utilised within the organisation
 explain unlawful dismissal rules and due process
 describe staff development options and information.
Foundation Skills
Learning  Consolidates and improves own knowledge and skills by coaching,
BSBMGT502 Manage people performanceAssessment – Version: 1.0 (Created: 11/10/17; Printed: 29/08/24)
This document is uncontrolled version when printed. 3

mentoring or training others
Reading  Gathers, interprets and analyses texts in organisational documents to
facilitate performance management
Writing  Plans and prepares documents for allocating work and managing
performance suitable for the target audience and in accordance with
organisational requirements
Oral Communication  Uses language and structure appropriate to context and audience to
explain expected standards of performance, provide feedback and coach
staff
Numeracy  Extracts and evaluates mathematical information embedded in a range
of tasks and text relating to performance standards and risk analysis
Navigate the world of
work
 Appreciates the implications of legal and regulatory responsibilities
related to own work and the organisation as a whole
 Monitors adherence to organisational policies and procedures
Interact with others  Recognises and applies the protocols governing what to communicate to
whom and how in a range of work contexts
 Collaborates with others to achieve joint outcomes, influencing direction
and taking a leadership role on occasion
Get the work done  Sequences and schedules complex activities, monitors implementation
and manages relevant communication
 Seeks advice, feedback and support as required to assist in the
decision-making process
 Uses experiences to reflect on the ways in which variables impact on
performance
BSBMGT502 Manage people performanceAssessment – Version: 1.0 (Created: 11/10/17; Printed: 29/08/24)
This document is uncontrolled version when printed. 4

ASSESSMENT INFORMATION:
To be deemed competent for this unit of competency, you are required to satisfactorily
complete the following assessment tasks:
 Assessment Task 1: Allocate work and provide feedback
 Assessment Task 2: Design and train performance management systems
 Assessment Task 3: Manage performance
 Assessment Task 4: Manage follow up
Assessment Instructions
Your assessment will be required to be typed in Arial font size 12 only. You will provide your
completed assessment for all of questions in one document and MUST be uploaded into
MOODLE (No other method of submission will be accepted).
You are required to professionally format your document including spell-check and indicating
each Task answer [e.g. Task 1 (a.) then the answer, Task 1 (b.) then the answer etc.]
according to this Assignment requirement. You may lose marks if you have not spell-checked
your document (as this is a professional formatting requirement, a business skill).
This assessment can be completed in one of several ways. Assessment candidates may
identify unit requirement within their own work environment or organisation, or with reference
to a scenario provided by the trainer/assessor.
Be sure to properly reference your sources of information using the Harvard referencing
system. For more information go to:-
 Student Handbook - latest version
 Ask your Trainer/Assessor to provide you with this information
In order to determine if you are addressing this assignment adequately in terms of
competency/comprehension (prior to due date) a draft copy of your assessment should be
discussed during class time in consultation with your Trainer/Assessor. For this
feedback/ support from your Trainer/Assessor, you will need to bring to class your “draft copy”
with any evidence of the research you have conducted to produce the assessment.
If, as a student you feel you have special needs that require your Trainer/Assessor to apply a
reasonable adjustment – please discuss this with your Trainer/Assessor at the beginning of
the subject studies.
Your Assignment must:
a. Be of a professional standard (spelling, grammar, punctuation)
b. Size 12, Arial Font
c. 1.5 Spacing
d. All pages must have a Header/Footer with the following details:
BSBMGT502 Manage people performanceAssessment – Version: 1.0 (Created: 11/10/17; Printed: 29/08/24)
This document is uncontrolled version when printed. 5

o Name
o Student ID
o The course & unit of competency
o Date
o Page numbering
e. Title page
f. Index page
g. Body of work
h. Referencing
How to upload your answered assessment into MOODLE
To upload your assignment into Moodle, follow these steps.
1. Log-in to Moodle and access the subject that you will be submitting the assignment in.
2. Locate the assessment you will be uploading into by scrolling down to the week that the
assessment is due in and then click on the assessment submission link.
3. Click on the name of the assignment.
4. Click the Browse button.
5. Select the file and click Open.
6. Click the Upload this file button.
7. If you have more than one file, repeat the process (steps 4-6) to attach additional files
up to the assignment's limit.
8. Once happy with your submission click the Send for marking button. The files are
locked and the student can no longer delete, or upload more, files.
Note: The date and time of the submission is recorded when the files are sent for marking, not
when they are first uploaded.
BSBMGT502 Manage people performanceAssessment – Version: 1.0 (Created: 11/10/17; Printed: 29/08/24)
This document is uncontrolled version when printed. 6

ASSESSMENT 1: ALLOCATE WORK AND PROVIDE
FEEDBACK
Performance objective
You will demonstrate skills and knowledge required to allocate work and provide informal
feedback to employees in the context of managing people performance.
Assessment description
In response to a simulated workplace scenario, you will meet with a peer manager to role-play
consultation on acquiring a (human) resource, setting performance expectations and risk
management. You will then participate in a second role-play to provide initial, informal
feedback to the newly acquired human resource and set performance expectations for
ongoing work within your team.
Procedure
1. Review the Australian Hardware simulated business documentation provided to you by
your assessor.
2. Review the scenario below.
You are the Hardware and Homewares Manager at the Australian Hardware
Wollongong store. One of your customer service and sales representatives is
taking a year’s absence. A garden products employee, Kim Smith, has been
seconded to you after expressing an interest in the temporary hardware and
home products position to her manager.
You will need to meet with Kim’s manager to discuss the secondment and
Kim’s fitness for the role you have in mind.
You have a role description for the position (Appendix 1).
One of the main concerns you have is Kim’s ability to transfer the customer
service skills practiced and learned in the garden centre, and to learn new
homewares-specific product and service knowledge. Probably one of the key
determinants of whether the secondment will be a success will be Kim’s
attitude to acquiring new skills and knowledge and persevering through a
period of adjustment to her new work conditions.
After meeting with Kim’s manager, you will need to meet with Kim to negotiate
a work plan (Appendix 2), including two to three goals and KPIs, consistent
with the organisation’s operations planning. You are prepared to accept that
during a six-month transition period (one performance appraisal period) sales
performance may be as much as 20% off target. Currently sales
representatives in the hardware and homewares division are expected to
generate $10,000 of revenue monthly. Other objectives and KPIs may be
drawn from and negotiated on the basis of the role’s position description.
Finally, you will need to identify and analyse two to three risks associated with
BSBMGT502 Manage people performanceAssessment – Version: 1.0 (Created: 11/10/17; Printed: 29/08/24)
This document is uncontrolled version when printed. 7

the secondment and record the analyses (Appendix 3).
3. Arrange with your assessor:
a. a time and place to conduct the two role-plays:
i. The time and place of the role-play can be done within the
premises of the company. This need to include the managers
of every department so that they can act in accordance with
the company and ensure that the welfare of the company and
the employees are discussed.
ii. The garden products manager needs to be involved so that
the meeting can be set up as per the time of the manager.
The meeting need to maintain performance expectations of
the employees so that it can help in establishing the objectives
of the company
b. timeframe and format requirements for submitting supporting documentation, as
set out in the specifications below.
4. Carry out the role-play with the peer manager. Ensure you:
a. Discuss your expectations for the employee and your needs for filling the position
with this resource:
i. The position required to be analysed is that of the customer
service representative. The expectations from the employees
in this position are that they need to maintain clear
communication with the customers. The employees need to
understand the needs and demands of the customers and
provide expert advice so that they can be guided in a proper
manner.
ii. At the same time, the aptitude of the employees is that they
need to take and process the orders that are provided by the
customers. In order to do so, it is necessary that the
employees have a proper knowledge about the market and
the products. At the same time, physical stamina is required to
maintain the composure of the customers.
b. The employees need to ensure that they develop a proper
understanding of the concept of customer service representative.
As stated by Blut et al. (2015) the needs of the customers are
required to be satisfied so that they can remain loyal to the
company. In the case of the Woolongong, the employees need to
posses knowledge of the products and understand the manner in
which technology can be adopted for meeting the needs of the
customers. The performance, skills and knowledge of the
employees need to be such that they can mitigate any problems of
the customers. The knowledge gap of the employees is mainly
BSBMGT502 Manage people performanceAssessment – Version: 1.0 (Created: 11/10/17; Printed: 29/08/24)
This document is uncontrolled version when printed. 8

based on the type of products that the customers may demand.
This can be mitigated by effective marketing analysis.
5. Carry out the role-play with the seconded employee. Ensure you complete the
following:
a. The performance of the employees is measured by conducting a
performance appraisal after a convenient time. It has been stated
by Buckingham and Goodall (2015) that the performance of the
employees need to be judged based on the objectives set up by the
organisation. The objectives of an organisation like Woolongong
can be set by identifying the needs of the customers and the
expectations from the employees. At the same time, objectives are
determined by keeping in mind the mission and vision of the
organisations.
b. The performance objective of Woolongong can be set as follows:
 Achieve the goals that are set so that the company can benefit
financially
 Enhance the knowledge related to the products
 Set up small targets so that the broader target can be achieved.
(Refer to appendix 2)
c. The general expectations from the employees include maintaining
the objectives of the company. The objectives, mission and vision
of the companies need to be maintained by the employees so that
they can achieve the target provided to them. According to Anitha
(2014), the code of conduct that needs to be followed includes
maintaining ethnic behaviour and ensuring that rules related to the
welfare of the employees are maintained. For example, the
provisions of the health and safety act and the fair wage act need to
be maintained so that the organisation can continue with proper
business and maintain its reputation in the market.
6. After role-playing with the manager and employee, identify two to three risks associated
with the secondment in accordance with the organisation’s risk management plan.
Ensure you identify at least one compliance risk.
(Refer to appendix 3)
7. Submit supporting documentation to your assessor in accordance with the agreed
timeframe, format and the below specifications.
Specifications
You must:
● participate in two role-plays:
BSBMGT502 Manage people performanceAssessment – Version: 1.0 (Created: 11/10/17; Printed: 29/08/24)
This document is uncontrolled version when printed. 9

○ one with the garden products manager
○ one with the seconded employee.
● submit an agreed work plan
● submit a risk management plan.
Your assessor will be looking for demonstration of your ability to:
● consult with relevant stakeholders to identify work requirements, performance
standards and agreed performance indicators
● develop work plans and allocate work to achieve outcomes efficiently and within
organisational and legal requirements
● provide constructive feedback on performance
● outline how performance is measured and performance objectives are set within the
organisation.
BSBMGT502 Manage people performanceAssessment – Version: 1.0 (Created: 11/10/17; Printed: 29/08/24)
This document is uncontrolled version when printed. 10

Appendix 1: Employee position description
Position Description
Job title: Customer Service Representative Date:
Job level: Reports
to:
Manager Homewares
Department/division: Hardware and home products
Summary of position
Provide expert advice to customers on hardware and homewares products, process sales
and refer sales to checkout staff.
Essential job requirements
● Determine customer needs.
● Provide expert advice to customers.
● Take and process orders.
Required competence/education
What are the minimum competence/educational requirements for this position?
Competence Level/standard
Product knowledge Ability to describe the use of each product; (on rare
occasions, where necessary) able to refer to others on team
with more expert knowledge and with minimal inconvenience
to customer.
Customer focus Can develop rapport, inspire confidence; Up-sell and cross-
sell when appropriate to meet customer’s needs.
Point-of-sale technology Able to complete and process orders within two minutes.
Learning and
development
Expected to take a self-directed and continuous approach to
learning on- and off-the-job in consultation with management
Health, safety, security
and environment
Can follow relevant policies and procedures for WHS,
recordkeeping and financial procedures, sustainability
policies and procedures.
Physical requirements
Must be able to stand for four-hour shifts; minimal lifting: 20 kg.
Mental requirements
N/A
Equipment used
Computer/point-of-sale terminal, telephone, forklift, fax machine, power tools.
BSBMGT502 Manage people performanceAssessment – Version: 1.0 (Created: 11/10/17; Printed: 29/08/24)
This document is uncontrolled version when printed. 11

Supervisory responsibilities
N/A
Working conditions
● Indoor warehouse environment.
● Occasional outdoor work.
Signature:
Date:
BSBMGT502 Manage people performanceAssessment – Version: 1.0 (Created: 11/10/17; Printed: 29/08/24)
This document is uncontrolled version when printed. 12