Australian College BSBHRM512: Develop Performance Management Processes

This document is a student assessment guide for the BSBHRM512 unit, focusing on developing and managing performance management processes. The assessment is designed to evaluate the student's knowledge and skills in several key areas. Task A assesses the student's understanding of perfo...Read More

Student
Assessment Guide:
BSBHRM512 Develop and manage
performance management processes

Student Assessment Guide: BSBHRM512 Develop and manage performance management processes
Copyright 2020
Student Assessment Guide: BSBHRM512
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Student Assessment Guide: BSBHRM512 Develop and manage performance management processes
Contents
BSBHRM512 Develop and manage performance management processes...........................................................1
1. Assessment Information......................................................................................................4
A. Purpose of assessment...................................................................................................................4
B. What you are required to do..........................................................................................................4
C. Competencies being assessed.........................................................................................................4
D. Important resources for completing this assessment.....................................................................6
E. A note on plagiarism and referencing.............................................................................................6
F. A note on questions with role plays................................................................................................6
G. Instructions for completing this assessment...................................................................................7
2. Assessment Coversheet ......................................................................................................9
BSBHRM512 Develop and manage performance management processes..........................................9
3. Assessment Questions.......................................................................................................10
A. Task A - Demonstrate performance management knowledge......................................................10
B. Task B - Develop performance-management processes................................................................15
C. Task C - Implement performance-management processes............................................................21
D. Task D - Coordinate learning and development............................................................................30
4. Student Self Checklist.........................................................................................................34
A. Student Self Checklist for Tasks A - D............................................................................................34
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Student Assessment Guide: BSBHRM512 Develop and manage performance management processes
1. Assessment Information
A. Purpose of assessment
This assessment will develop your skills and knowledge required to develop and facilitate
implementation of performance management processes and to coordinate individual or group learning
and development to encourage effective employee performance.
B. What you are required to do
For this assessment, you are required to complete 4 tasks:
 Task A – Demonstrate performance management knowledge
 Task B – Develop performance-management processes
 Task C – Implement performance-management processes
 Task D – Coordinate learning and development
All tasks of this assessment require you to use the provided case study information relating to the
fictional company Australian Hardware.
C. Competencies being assessed
Elements
To achieve competency in this unit you must demonstrate your ability to:
1. Develop integrated performance-management processes
2. Facilitate the implementation of performance-management processes
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Student Assessment Guide: BSBHRM512 Develop and manage performance management processes
3. Coordinate individual or group learning and development
Performance Evidence
Evidence of the ability to:
 Develop, implement, monitor and review an organisational performance management process
which supports business goals including analysing the organisational strategic and operational
plan
 Design methods for the development of key performance indicators and formal performance
management sessions by line managers
 Consult with stakeholders to gain support
 Design, develop, coordinate and implement individual and group learning and development
 Train line managers and other relevant people to manage performance
 Provide support to line managers to effectively manage performance issues, including dispute
resolution and termination of employment
 Develop approaches to improve performance and address identified performance gaps
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
 List characteristics of a learning organisation
 Outline policies and legislation relevant to performance management
 Summarise grievance procedures
 Explain models for giving feedback and options for skill development
 Describe options in the design of performance management processes
 Outline role of performance management in relation to broader human resources and business
objectives
For further information on the competencies of this unit, please refer to:
https://training.gov.au/Training/Details/BSBHRM512
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D. Important resources for completing this
assessment
To complete this assessment, please refer to the following resources provided on Moodle:
 BSBHRM512 Develop and manage performance management processes learner guide
 BSBHRM512 Observation checklist
 BSBHRM512 Marking guide
 BSBHRM512 Case study folder
 BSBHRM512 Legislation, regulations and codes of practice folder
 Additional student assessment information
E. A note on plagiarism and referencing
Plagiarism is a form of theft where the work, ideas, inventions etc. of other people are presented as your
own.
When quoting or paraphrasing from a source such as the Internet, the source must be recognised. If you
are quoting a source, make sure to acknowledge this by including “quotation marks” around the
relevant words/sentences or ideas. Note the source at the point at which it is included within your
assessment, such as by using a citation. Then list the full details of the source in a ‘references’ section at
the end of your assessment.
All sources used for your assessment should be detailed in a ‘references’ section. It is advisable to never
copy another person’s work.
F. A note on questions with role plays
The following questions involve role plays:
 Task B, Question B5
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 Task C, Questions C2 & C5
 Task D, Question D2
For these questions, as outlined below, you will be assessed on your ability to role play being a Human
Resources Manager at Australian Hardware This question requires you to manage meetings and take
notes on what is discussed.
Your Trainer & Assessor will also observe your meeting for Task C, Question C2.
Please note: You will also need to attend separate meetings organised by other students whereby you
role play being other people. This allows other students in your unit to also role play being the Human
Resources Manager. You do not need to take notes at meetings during which you are not role playing
being the Human Resources Manager.
G. Instructions for completing this assessment
Answer the questions below using the spaces provided:
 Answer all parts of each question
 Use your own words and give examples wherever possible
 The quality of your answer is more important than how long it is
 Enter your answers in this document
You may use various sources of information to inform your answers, including your resources provided
by ACBI, books, and online sources. You must acknowledge and cite your sources.
Submission via Moodle
Please refer to the “Instructions for Submitting Your Assessment” found within the unit course page on
Moodle.
NOTE: Please take care to follow all instructions listed. Assessments uploaded with a draft status on
Moodle may not be graded.
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2. Assessment Coversheet
Candidate Name:
Student ID:
Contact Number:
Email:
Trainer / Assessor Name:
Qualification:
BSB50618 Diploma
of Human Resources
Management
Units of Competency:
BSBHRM512
Develop and
manage
performance
management
processes
Assessment Tasks:
☐ A. Demonstrate
performance
management
knowledge
☐ B. Develop
performance-
management
processes
☐ C. Implement
performance-
management
processes
☐ D. Coordinate
learning and
development
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Due Date: Date Submitted:
Declaration: I have read and
understood the
following
information at the
beginning of this
assessment guide
(please tick):
☐ Assessment
information
☐ Submitting
assessments
☐ Plagiarism and
referencing
I declare this
assessment is my
own work and where
the work is of
others, I have fully
referenced that
material.
Name (please print):
Candidate signature:
Date:
3. Assessment Questions
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Student Assessment Guide: BSBHRM512 Develop and manage performance management processes
A. Task A - Demonstrate performance management
knowledge
Task A instructions
Answer the following questions to demonstrate your knowledge of key concepts relating to
performance management.
A1. List three or more characteristics of a learning organisation.
NOTE: Refer to pages 10-11 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document provided on Moodle to inform your answer. Answer in 20-50
words.
Write your answer here
in order to have the development of learning organisation, there should be clear understanding in
terms for vision and mission.
Proper fostering should be there is learning organisation.
there should be management of system thinking in more in country
A2. Outline how the policies and legislation listed below are relevant to performance management.
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NOTE: Refer to pages 44, 59, 61 & 91 of the “BSBHRM512 Develop and manage performance
management processes learner guide” document provided on Moodle to inform your answer. Answer
in 80-160 words.
Policy/legislation How it is relevant to performance management
Fair Work Act 2009 The meeting is considered along with discussing the employee
performance which should be held in even here is no issues a
persistence in longer term there should be provisioned of both positive
and negative level of to the employee and should work with the
employee to ensure that performance improvements are sustained.
Employee Training and
Development Policy
This will in helpful in previous various training methods
which have clear offering of ongoing support system.
This is applicability’s action learning for tasking the real issues in small
groups. In this high quality of training must be given to employees
It accomplishes with relevant level of legislation.
These ill also be helpful in catering special needs such as languages,
literacy and numeracy problems along with disabilities.
Rewards and Recognition
Policy
This as been designed to have proper level of encouragements
employees particular in file d of the staff performances which is
outstanding either individuals or through team to have contribution to
have impact overall objectives to the organisational developmental.
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A3. Describe the importance of grievance procedures. Then summarise an example of a grievance
procedure.
NOTE: Refer to pages 52-53 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document provided on Moodle to inform your answer. Answer in 40-80
words.
Write your answer here
The procedure means of internal disputes which can be clearly resolved through resolution by which
an employee may have his or her grievances addressed. Most collective bargaining agreements
include procedures for filing and resolving grievances. Grievances are brought to the employee's
immediate supervisor.
Example- an employee is not meeting a performance standard or target, then the grievance will be
helped by properly motioning the issues of performance. This should be properly followed with the
establishing accurate purposes and importance of sessions in more regular way.
A4. Explain the following models for giving feedback and options for skill development:
 Pendleton Model
 GROW coaching model
 Continual feedback
 Mentoring
NOTE: Refer to pages 40-45, 91 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document provided on Moodle to inform your answer. Answer in 80-160
words.
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Model Explanation
Pendleton Model This is considered to be discrimination for model which is helpfully
in building the Relationship-building skills used in the clinical
Setting-Partnership, Empathy, Apology, Respect, Legitimation,
Support.
This is based on having educations feedback based on
communicativeness.
GROW coaching model Write your answer here
This is considered to be implementation 4 step model in order to
have structuring and orienteering sessions which have clear
outlying along with methodological framework between the
mentor and mementoes for goal and problem solving. This model
is being approached to as the goal setting and problem soles
model.
Continual feedback Write your answer here
In order to have the proper encouragement of the support of
growth professionals have the shoeing of term rewarding their
progress and respective future which have clear inspiriting o loyalty
in employees
Tear should be proper cross trainee ans with access the resources.
Mentoring Write your answer here
Mentoring is the relationship which provided as an opportunity to
have sharing their professionals along with personal skills and
experiences in order to have the grow ans developmental process.
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A5. Describe two or more options available for the design of performance management processes.
NOTE: Refer to pages 71-76 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document provided on Moodle to inform your answer. Answer in 40-80
words.
Write your answer here
There are implementation of support disciplinary process results when all previous attempts to
manage poor performance or behaviour have been exhausted, or if the employee has committed
serious misconduct. Id in cases the employee u working the unacceptable manner on with exhibition
of illegal behaviours which will be considered as far sure in workplace etiquettes
A6. Outline the role performance management plays in helping HR teams and organisations achieve
their objectives.
NOTE: Refer to page 16 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document provided on Moodle to inform your answer. Answer in 40-80
words.
Write your answer here
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the HR teams is been supported by performance management approaches. In this they are able to
analyse the performance gaps which needs to be fulfilled. This aspect can help organization in
achieving their goals and objectives. It can also help them in improvising the quality of work that has
been done by employees. These approaches are necessary for organizational goals.
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B. Task B - Develop performance-management
processes
Task B instructions
You are the new Human Resources Manager at Australian Hardware. An important part of your role is
establishing effective performance management processes across the organisation.
To help the Australian Hardware realise its strategic goals, you will need to ensure a coordinated and
integrated approach to performance management is in place across the organisation. You need to:
 Analyse organisational plans and policies
 Create objectives for performance management and develop processes
 Consult with line managers and other management stakeholders to ensure support and
smooth implementation
 Plan the effective implementation of performance management processes
Read pages 4-7 of the case study document provided on Moodle called “BSBHRM512 Case study
information”, then answer the following questions.
B1. Review Australian Hardware’s strategic and operational plans, as outlined in the “BSBHRM512
Case study information” document.
Identify at least two policies and at least two objectives to be addressed in the company’s new
performance management processes.
NOTE: Refer to pages 12-17 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document and pages 5-7 of the “BSBHRM512 Case study information”
document provided on Moodle to inform your answer. Answer in 30-60 words.
From the case study it has been analysed that Australian Hardware needs to implement policies
related to equality and diversity. In this company can provide equal opportunities to employees in
order to increase their satisfaction and belongingness. They can also implement policy related to
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health and safety of employees. They must make sure that workers work in safe and secure working
conditions.
B2. Develop two or more objectives for Australian Hardware’s performance management
processes. Ensure these objectives support the company’s strategy and goals.
NOTE: Refer to pages 12-17 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document and pages 5-7 of the “BSBHRM512 Case study information”
document provided on Moodle to inform your answer. Answer in 30-60 words.
Write your answer here
To increase consumer satisfaction by 20% till the end of year 2020
To enhance profitability of company by 10% in upcoming 3 months.
B3. Develop two or more procedures that Australian Hardware’s managers can use for formal
performance appraisal meetings.
Ensure these procedures include timeframes and are flexible enough to be used by many different
types of managers at Australian Hardware. Your procedures may relate to any stage of the
appraisal process, including organising, conducting, documenting and reviewing.
NOTE: Refer to pages 18-23 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document and pages 5-7 of the “BSBHRM512 Case study information”
document provided on Moodle to inform your answer. Answer in 80-160 words.
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Student Assessment Guide: BSBHRM512 Develop and manage performance management processes
Procedure 1
Write your answer here
Employee Communication It is really necessary for Australian Hardware to engage in making use of
effective communication as this will assist them in building better bond with employees. It will also
assist them in proper organizing of resources as well as valuable assists.
Procedure 2
Write your answer here
Measure employee performance: This Will assist Australian Hardware company in analysing the
gaps which is really necessary so that quality of services can be improvised. Counselling, confronting
and termination records must be kept Learning and development plans attendance and results must
be kept
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B4. Develop two or more procedures that Australian Hardware’s line managers can use for
developing key performance indicators for those who report to them.
Ensure these procedures are flexible enough to be used by different types of line managers at
Australian Hardware.
NOTE: Refer to pages 18-20 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document and pages 5-7 of the “BSBHRM512 Case study information”
document provided on Moodle to inform your answer. Answer in 80-160 words.
Procedure 1
Write your answer here
Procedure 1 includes measuring of measurement of performance.
Assessment techniques provide the mechanism for measuring and evaluating the defined factors to
evaluate progress or impact. KPIs specify what is measured and assessment techniques detail how
and when it will be measured.
Procedure 2
Write your answer here
Performance quality of employees can also be measured by making use of KPI. It helps firm in
working on aspects that has not being fulfilled.
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B5. Now you have developed performance management processes, it’s time to consult with others
on these.
Set up a meeting between:
 You, acting as the Human Resources Manager at Australian Hardware
 One line manager at Australian Hardware, as role played by another student in your unit
 A second line manager at Australian Hardware, as role played by another student in your
unit
Use the meeting to present two or more processes you developed in Questions B3 & B4. Seek
agreement and support from the line managers for these processes.
After your meeting, record notes of what was discussed, including the agreement received.
NOTE: Refer to pages 24-30 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document and pages 5-7 of the “BSBHRM512 Case study information”
document provided on Moodle to inform your answer. Answer in 40-80 words.
Meeting notes
Write your answer here
The performance management process includes the following stage:
Pre-requisites
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Student Assessment Guide: BSBHRM512 Develop and manage performance management processes
Planning
Coodinating
Development plan
Review and execution
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C. Task C - Implement performance-management
processes
Task C instructions
You are the Human Resources Manager at Australian Hardware. You have recently planned the
implementation of integrated performance management processes. You now need to plan and
deliver training to assist managers in implementing performance management.
Manager training is to be implemented nation-wide. As a first step, you will plan and deliver pilot
manager training to the Wollongong managers. This group includes:
 Managers aged 25–50 years
 Managers who like to observe others before doing
 Managers who have requested lots of activities.
Your training needs to be consistent with any processes you developed in Assessment Task B as well
as being consistent with Australian Hardware policies and procedures. For example, if you outlined a
process of biannual performance review in Assessment Task B, your training session should not
present information that is contradictory to the biannual review process.
Finally, you will need to continually evaluate the effectiveness of processes against objectives for
performance management.
Before answering the questions below, ensure you have read pages 5-7 of the “BSBHRM512 Case
study information” document provided on Moodle.
C1. The managers of Australian Hardware’s Wollongong store need to be trained in performance
management. Specifically, they require training on following processes:
 Regular monitoring of performance
 Identification of performance gaps
 Providing feedback
 Managing talent
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Develop a learning and development strategy for this training. Ensure your strategy outlines:
 At least two training session objectives
 Activities, timeframes, teaching and assessment strategies, and required resources
 Tests or other methods to be used to evaluate the training
Answer using the tables provided below.
NOTE: Refer to pages 63-66 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document and pages 5-7 of the “BSBHRM512 Case study information”
document provided on Moodle to inform your answer. Answer in 60-120 words.
Objectives
Objective 1: Write your answer here
To increase the abilities of employees in gaining feedback. This will assist
firm in working on the gaps that has been analysed
Objective 2: Write your answer here
To increase abilities related to managing talent. Develop clear job
descriptions, so you know the skills, abilities, and experience needed
from a new employee.
Activity Timeframe Teaching or assessment
strategy
Resources required
Write your answer
here
Providing training
Write your
answer here
1 month
Write your answer here Write your answer
here
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Coaching and mentoring Online Tutorials
Write your answer
here
Improvising
communication skills
Write your
answer here
1 month
Write your answer here
Training, learning and
mentoring
Write your answer
here
Toolkits
Write your answer
here
Decision making
Write your
answer here
2 month
Write your answer here
Training, learning and
mentoring
Write your answer
here
Support from senior
managers
Write your answer
here
Problem solving
Write your
answer here
Write your answer here
Training, learning and
mentoring
Write your answer
here
Support from peer
Write your answer
here
Time management
Write your
answer here
Write your answer here
Training, learning and
mentoring
Write your answer
here
Prioritising task and
activities
C2.
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Student Assessment Guide: BSBHRM512 Develop and manage performance management processes
THE SCENARIO:
Australian Hardware’s managers need training in monitoring and responding to the performance of
their team members. Set up a training session with:
 You, acting as the Human Resources Manager at Australian Hardware
 Two Line Managers from a store in Wollongong, as role played by other students in your
unit
NOTE: Your Trainer & Assessor will also observe this meeting.
WHAT YOU NEED TO DO BEFORE YOUR TRAINING SESSION:
Organise a day and time for your session, in line with the availability of other students in your unit
as well as your Trainer & Assessor. This meeting should take no more than 5 minutes.
You are required to manage the session. Prior to the meeting ensure you have read the instructions
below on what you’ll be required to do during the meeting and prepare as necessary.
WHAT YOU NEED TO DO DURING THE TRAINING SESSION:
Use the session to train the line managers to:
 Regularly monitor the performance of the staff they manage
 Provide feedback to staff
 Identify performance gaps
 Use interventions to address underperformance
Ensure you take note of what you discuss during the meeting.
WHAT YOU NEED TO DO AFTER YOUR TRAINING SESSION:
Record notes of the training given during the session, and any considerations for future training.
Answer in 40-80 words.
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Student Assessment Guide: BSBHRM512 Develop and manage performance management processes
Meeting notes
Write your answer here
During the training session trainers were engaged in providing the knowledge through their
experiences. They have provided us with various resources so that skills and capabilities can be
increased. They have also provided with platform to improvise our various skills of communication,
decision making, time management. It has assisted us in growing. They have helped us in
improvising our attitude.
C3. Review the scenario provided below, the answer the following question.
Scenario – an email you have received from Audrey Wu
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Student Assessment Guide: BSBHRM512 Develop and manage performance management processes
Hi,
One of my sales staff is consistently late, displays poor attitude and has performed below agreed
level on his last two performance appraisals. The employee does not agree with the rating I have
given him, however.
I have tried clarifying targets and coaching. Nothing seems to work. Maybe I’m just not delivering
feedback in the right way. It’s hard not to be frustrated and I do get angry sometimes. Actually, I
feel let down and hurt because I have tried to develop the potential I once saw in this employee.
This terrible situation is now affecting team morale.
What should I do next? I think I might need to let the employee go.
Audrey Wu
Housewares Manager, Wollongong
Write an email to Audrey Wu, Wollongong’s Housewares Manager to:
 Outline positive approaches to giving feedback and coaching
 Outline appropriate intervention options
 Outline a process for dispute resolution
 Outline the process for terminating the employee in the case that interventions are
unsuccessful
 Outline the process for recordkeeping to ensure adherence to policies and legislative
requirements.
Ensure you refer to relevant policies and legislation, include at least 1 specific reference to a piece
of anti-discrimination, privacy, or industrial relations legislation.
NOTE: Refer to pages 46-53, 58-62 of the “BSBHRM512 Develop and manage performance
management processes learner guide” document and pages 5-7 of the “BSBHRM512 Case study
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information” document provided on Moodle to inform your answer. Answer in 40-80 words.
Write your answer here
Hi,
Audrey Wu
I understand your problem; you don’t need to be frustrated as it will affect your work. All you need to
do is make use of effective communication so that needs and wants of your staff member can be
analysed. It will also help you in solving down issues.
Thanks
C4. Review the effectiveness of Australian Hardware’s existing performance management
processes, particularly in terms of:
 The level of guidance for dealing with underperforming staff
 Their ability to help managers achieve the short- and long-term strategic aims of the
organisation.
Remember to evaluate processes in light of your knowledge of the characteristics of learning
organisations and the broader role of HR in achieving business objectives.
NOTE: Refer to pages 63-66 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document and pages 5-7 of the “BSBHRM512 Case study information”
document provided on Moodle to inform your answer. Answer in 40-80 words.
Write your answer here
It ensures that individual and team goals are aligned with organizational goals so that performance at
both the individual, team and organizational level are enhanced through effective implementation of
human resource management practices.
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C5. Read the scenario provided below, the hold a meeting to resolve the dispute.
Scenario – second email from Audrey Wu
Hi,
Thank you for your advice on new ways to communicate to Tom and provide him with feedback.
After having a private meeting with him, his performance improved for 2 weeks. However,
yesterday I was alerted that Tom showed up for work 2 hours late and then rudely responded to an
already upset customer!
Unfortunately, I feel that an intervention is required at this point. Would you be able to attend a
private meeting between Tom and myself to further address these performance issues?
Audrey Wu
Housewares Manager, Wollongong
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Set up a meeting between:
 You, acting as the Human Resources Manager at Australian Hardware
 Audrey Wu, the Housewares Manager at Australian Hardware’s Wollongong store, as role
played by another student in your unit
 Tom Johnson, a salesperson at Australian Hardware’s Wollongong store, as role played by
another student in your unit
Use the meeting to support Audrey in counselling Tom to address his underperformance issues by:
1. Defining the nature of the problem
2. Asking Tom to provide reasons for his behaviour
3. Determining actions required
4. Agreeing on an improvement plan with Tom
After your meeting, record notes of what was discussed.
NOTE: Refer to pages 54-57 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document and pages 5-6 of the “BSBHRM512 Case study information”
document provided on Moodle to inform your answer. Answer in 40-80 words.
Meeting notes
Write your answer here
During the meeting I have analysed that Tom was frustrated because he was overburden with work.
He was also frustrated because his needs were not analysed. I have analysed that effective
communication will solve their problem.
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D. Task D - Coordinate learning and development
Task D instructions
You are the Human Resources Manager at Australian Hardware. Three months of pilot training has
been delivered by a partnership of two external training providers – Train Your Way Up and Train Big -
to sales staff.
You have been tasked with reviewing the effectiveness of the training that has been provided so far.
Data gathered so far indicates the training is failing to meet targets.
You need to develop strategies and a training schedule to ensure that the providers deliver effective
training. You are required to develop a strategy that improves performance and addresses
performance gaps.
You also need to prepare a report for the senior management team to explain the results and your
planned actions. One of your planned actions must be to ensure line managers participate in regular
monitoring and support of employees to apply sales training on the job.
Before answering the questions below, ensure you have read pages 9-15 of the “BSBHRM512 Case
study information” document provided on Moodle.
D1. Senior managers at Australian Hardware would like to be updated on the progress made from
the new training programs run by Train Your Way Up and Train Big. Prepare two performance
reports:
 A brief report for the General Manager at Australia Hardware which outlines:
o Total number of employees trained
o The impact the training has had on:
 Revenue per trained salesperson/month
 Customer awareness of sustainability practices
 Customer experience satisfaction ratings
o Actions you will take to rectify issues
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 A more detailed report for the Head of Human Resources at Australia Hardware which
outlines:
o All training outcomes, particularly those relating to:
 Assessment score of trainees completing the training
 Managers’ observations of trainees’ skills on-the-job
o A summary of feedback from employees and managers
o Your interpretation of the performance data
o Interventions you will undertake to rectify issues
Answer using the tables and headings provided below.
NOTE: Refer to pages 77-79, 82-85 of the “BSBHRM512 Develop and manage performance
management processes learner guide” document and pages 9-15 of the “BSBHRM512 Case study
information” document provided on Moodle to inform your answer. Answer in 150-300 words.
Report 1: A brief report for the General Manager
Write your answer here
A total number of 10 employees was being trained. Training was provided with the help of effective
communication. In this various toolkits were being used so that performance of employees can be
improved.
Report 2: A more detailed report for the Head of Human Resources
Write your answer here
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In this meeting negotiation was being done with the help of effective communication. It has helped
firm in achieving their goals and objectives.
D2. The Head of Human Resources at Australian Hardware has asked you to re-negotiate the
contract the company has with Train Your Way Up and Train Big. Set up a meeting with:
 Yourself, role playing the Human Resources Manager at Australian Hardware
 Jan Powers, the Director of Training at Train Your Way Up, as role played by another
student in your unit
 James West, the Head of Customer Solutions at Train Big, as role played by another student
in your unit
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Use the meeting to:
 Negotiate actions to address the lack of performance achieved by the training
 Propose changes to the Service Agreement between Australian Hardware, Train Your Way
Up and Train Big
After the meeting, record notes of what was discussed, including the remedial actions and changes
to the Service Agreement negotiated.
NOTE: Refer to pages 80-81 of the “BSBHRM512 Develop and manage performance management
processes learner guide” document and pages 9-15 of the “BSBHRM512 Case study information”
document provided on Moodle to inform your answer. Answer in 40-80 words.
Meeting notes
Write your answer here
In this meeting negotiation was been done with the help of effective communication. It has helped
firm in achieving their goals and objectives.
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4. Student Self Checklist
A. Student Self Checklist for Tasks A - D
Candidate name:
Unit of Competency: BSBHRM512 Develop and manage performance management processes
Instructions:
Place a tick ‘✓ ’ in the Yes (“Y”) column for each
question you have completed all parts for.
Task A - Demonstrate performance management
knowledge
Did you: Y
✓
A1: List three or more characteristics of a learning organisation?
A2: Outline how the policies and legislation listed below are relevant to performance
management:
 Fair Work Act 2009?
 Employee Training and Development Policy?
 Rewards and Recognition Policy?
A3: Describe the importance of grievance procedures. Then summarise an example of a
grievance procedure?
A4: Explain the following two models for giving feedback and options for skill
development:
 Pendleton Model?
 GROW coaching model?
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 Continual feedback?
 Mentoring?
A5: Describe two or more options available for the design of performance management
processes?
A6: Outline the role performance management plays in helping HR teams and
organisations achieve their objectives?
Task B - Develop performance-management
processes
Did you:
Y
✓
B1: Review Australian Hardware’s strategic and operational plans, as outlined in the
“BSBHRM512 Case study information” document?
Identify at least two policies and at least two objectives to be addressed in the company’s
new performance management processes?
B2: Develop two or more objectives for Australian Hardware’s performance management
processes? Ensure these objectives support the company’s strategy and goals?
B3: Develop two or more procedures that Australian Hardware’s managers can use for
formal performance appraisal meetings?
Ensure these procedures include timeframes and are flexible enough to be used by many
different types of managers at Australian Hardware?
B4: Develop two or more procedures that Australian Hardware’s line managers can use
for developing key performance indicators for those who report to them?
Ensure these procedures are flexible enough to be used by different types of line managers
at Australian Hardware?
B5: Set up a meeting between:
 You, acting as the Human Resources Manager at Australian Hardware?
 One line manager at Australian Hardware, as role played by another student in
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your unit?
 A second line manager at Australian Hardware, as role played by another student
in your unit?
Use the meeting to present two or more processes you developed in Questions B3 & B4?
Seek agreement and support from the line managers for these processes?
After your meeting, record notes of what was discussed, including the agreement
received?
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Task C - Implement performance-management
processes
Did you: Y
✓
C1: Develop a learning and development strategy for training managers on performance
management, ensuring your strategy outlines:
 At least two training session objectives? Activities, timeframes, teaching and assessment strategies, and required
resources?
 Tests or other methods to be used to evaluate the training?
C2: Set up a training session with:
 You, acting as the Human Resources Manager at Australian Hardware?
 Two Line Managers from a store in Wollongong, as role played by other students
in your unit?
Use the session to train the line managers to:
 Regularly monitor the performance of the staff they manage?
 Provide feedback to staff?
 Identify performance gaps?
 Use interventions to address underperformance?
After your session, record notes of the training given, including any feedback received?
C3: Review the scenario provided?
Write an email to Audrey Wu, Wollongong’s Housewares Manager to:
 Outline positive approaches to giving feedback and coaching?
 Outline appropriate intervention options?
 Outline a process for dispute resolution?
 Outline the process for terminating the employee in the case that interventions
are unsuccessful?
 Outline the process for recordkeeping to ensure adherence to policies and
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legislative requirements?
Ensure you refer to relevant policies and legislation, include at least 1 specific reference to
a piece of anti-discrimination, privacy, or industrial relations legislation?
C4: Review the effectiveness of Australian Hardware’s existing performance management
processes, particularly in terms of:
 The level of guidance for dealing with underperforming staff?
 Their ability to help managers achieve the short- and long-term strategic aims of
the organisation?
Evaluate processes in light of knowledge of the characteristics of learning organisations
and the broader role of HR in achieving business objectives?
C5: Read the scenario provided?
Set up a meeting between:
 You, acting as the Human Resources Manager at Australian Hardware?
 Audrey Wu, the Housewares Manager at Australian Hardware’s Wollongong
store, as role played by another student in your unit?
 Tom Johnson, a salesperson at Australian Hardware’s Wollongong store, as role
played by another student in your unit?
Use the meeting to support Audrey in counselling Tom to address his underperformance
issues by:
1. Defining the nature of the problem?
2. Asking Tom to provide reasons for his behaviour?
3. Determining actions required?
4. Agreeing on an improvement plan with Tom?
After the meeting, record notes of what was discussed?
Task D - Coordinate learning and development
Did you: Y
✓
D1: Prepare two reports updating senior managers at Australian Hardware on the
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progress made from the new training programs run by Train Your Way Up and Train Big.
Prepare, including:
 A brief report for the General Manager at Australia Hardware which outlines:
o Total number of employees trained?
o The impact the training has had on:
 Revenue per trained salesperson/month?
 Customer awareness of sustainability practices?
 Customer experience satisfaction ratings?
o Actions you will take to rectify issues?
 A more detailed report for the Head of Human Resources at Australia Hardware
which outlines:
o All training outcomes, particularly those relating to:
 Assessment score of trainees completing the training?
 Managers’ observations of trainees’ skills on-the-job?
o A summary of feedback from employees and managers?
o Your interpretation of the performance data?
o Interventions you will undertake to rectify issues?
D2: Set up a meeting with:
 Yourself, role playing the Human Resources Manager at Australian Hardware?
 Jan Powers, the Director of Training at Train Your Way Up, as role played by
another student in your unit?
 James West, the Head of Customer Solutions at Train Big, as role played by
another student in your unit?
Use the meeting to:
 Negotiate actions to address the lack of performance achieved by the training?
 Propose changes to the Service Agreement between Australian Hardware, Train
Your Way Up and Train Big?
After the meeting, record notes of what was discussed, including the remedial actions and
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changes to the Service Agreement negotiated?
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