Formative Assessment Task 2: Coaching Program Report for Sims Hardware

This report details a coaching program designed for Sims Hardware, a large Australian hardware retailer facing challenges in customer delivery, workforce injuries, and underperformance. The report outlines the current situation, proposes a coaching program with a three-month implementation timeline, and describes the framework, including organization context, resources, and expected outcomes. The coaching strategy encompasses occupational skills, WHS, and customer care training. It further details the recruitment process for coaches and trainees, implementation plans, and strategies for managing coach-trainee relationships, resolving differences, and monitoring the program's effectiveness through KPIs and databases. The report emphasizes the use of surveys, interviews, and certificates of achievement to evaluate and reward participants, aiming to improve workforce skills, enhance customer satisfaction, and reduce workplace incidents. The report is a comprehensive plan to address the issues and improve the overall performance of the organization.

FORMATIVE ASSESSMENT TASK 2
Name of student
School
Date

1. Executive summary
The main aim of the report was to develop a report to the management of Sims hardware
including discussion of current situation, proposed coaching program and implementation
procedures. The paper focuses on Sim Hardware which is a hardware retailer operating in
Australia, operating 138 stores, employing over 10,000 employees and offering of products like
timber, doors and building supplies. The current situation of poor customer delivery, workforce
injuries as a result of lack of WHS training and underperformances calls for coaching and
training program. The coaching strategy included organization context and needs, resources,
outcomes, learning styles, scope of strategy, organization support and stakeholders. The timeline
for coaching plan was three months from June to August. The recruitment process will begin by
recruitment planning, strategy development, searching, screening and evaluation and control.
Surveys and interviews were used to collect the feedback about coaching program. The KPI and
databases was used to evaluate the program. The certificates of achievement were awarded to
trainees and trainers who contributed positively to the program.

Table of Contents
1. Executive summary.................................................................................................................................2
2. Introduction of the organization..............................................................................................................3
3. Current situation and need for coaching program....................................................................................3
4. Frame work.............................................................................................................................................3
5. Timelines for coaching strategy implementation.....................................................................................3
6. Induction, Design and training tools and resources for trainings and coaches 7. Recruiting process for
Coaching and Training................................................................................................................................4
8. Implementation plan for coaching strategy..............................................................................................4
9. Strategies.................................................................................................................................................4
A. Strategies to recruit and select coaches and trainees...........................................................................4
B. Strategies for match and manage Coach-trainee relationship..............................................................4
C. Strategies for resolving differences and problems in coaching relationship........................................4
D. Strategies for analysis compliance requirement..................................................................................4
10. Procedure to monitor the coaching activities, relationship and collect data on achievement of Goals
whilst, ensuring consistency of the implementation plan.............................................................................4
11. Monitoring the Coaching activities and relationship whist ensuring consistency of the implementation
plan..............................................................................................................................................................4
12. Diverse organization rewards given those who make positive contribution in organizational coaching
program.......................................................................................................................................................4
2. Introduction of the organization

Sim Hardware is one of the largest hardware retailers operating in Australia retailing
market. The Hardware operates 138 stores and accommodates approximately 10,000 staff across
Australia. The hardware has been part of the Australian retail landscape since 1921 and it
operates a wide variety of products aim at home improvement. Some of the products offered by
the company include building suppliers, hardware, doors and timber.
3. Current situation and need for coaching program
Apart from the organization having a huge workforce and various subsidiaries, there have
been issues regarding decline in occupation skills which are essential for improving the
performance. In addition, complaints from customers regarding customer deliveries have risen
significantly. Furthermore, several injuries have been reported in the organizations which have
drawn attention for planning and implementation of a coaching program. Currently, the company
is recording poor performances in some regions with underperformances being associated with
incompetence’s which needs to be addressed immediately. Generally, organization context and
needs of Sim’s hardware are shaped by desired outcome such as compliance, operational,
functions, behavioral and sociocultural issues and circumstances. The plan and implementation
of a coaching problem will be beneficial to the Sim Hardware Company as it helps in growing
occupation skills of the workforce to perform and enhance customer delivery. In addition, the
program will ensure employees are well trained on WHS safety rules which will minimize
incidents in the workplace significantly.
4. Framework
Organization Resources required Expected Method of The learning style of Roles and Scope of the Overall organization

context and needs outcome interactions
while
delivering the
coaching
employees responsibility of
key individuals
strategy support required
Functional
(Occupational skills
training needs for
addressing
underperformances)
-Human resource
(trainer/coach and
workforces)
-notebooks and pens
-communication fliers
-explanatory materials
-improved
performance
face-to-face
interaction
-Visual learning
( presenting
information through
graphics and videos,
Priscylio,
Rochintaniawati, and
Anwar, 2018 p.396)
-reading (displaying
information as the
world Nuzhat, Salem,
Quadri, and Al-
Hamdan, 2011.p.70)
Coaching
program
coordinator
-ensures
availability of
resources
Coacher or
training
-planning the
training
-preparing training
materials and aids
-preparing training
-conducting
training sessions
-evaluating post
training section.
To provide effective
occupation needs
that meet the
hardware goals and
objectives
-supporting employees
to adapt to new changes
(change management)
Compliance
(WHS training on
employees)
-WHS learning
materials
-risk policies and
procedures
-templates for
persona; mentoring
plan
- human resource
(workforce/trainers/
mentors/ coaches)
-Reduced
number of
injuries in the
workplace
-hazards causing
risks identified
and
face – to -face
Interactions
-visual learning
-kinesthetic (learning
through sensing or
experience. Includes
things like touching,
smelling and tasting
(Samarakoon,
Fernando, Rodrigo and
Rajapakse, 2013 p.42)
Coaching
program
coordinator
-ensures
availability of
resources
WHS rep
-identify hazards
and risks
-plan workplace
training on WHS
based on identified
risks and hazards.
-Conduct training
session
Risks manager
-implement new
policies of risk
management
-mitigate risks
To comply with
WHS policies and
procedures
-organization to remove
hazards causing risks.
-Monitor employees to
identify hazards and
helping them avoids
these risks.
Operational
(Customer care
delivery training
needs)
- human resource
(workforce/trainers/
mentors/ coaches)
-increased rate
of customer
satisfaction
Face-to-face
interactions
-visual learning
-reading learning
-audio learning
Coaching
program
coordinator
-ensures
To facilitate
effective
communication and
-mentorship of customer
care representative as
well as front office

-range of technologies
-customer service
training manual
template
-Customer service
policy example
-customer service
employee training
plan template
-customer service
training calendar.
(enhanced
customer
experience)
-Increased in
sales
-customer
loyalty
-improved
organizational
profile/reputation
availability of
resources
Coacher or
training
-planning the
training
-preparing training
materials and aids
-preparing training
-conducting
training sessions
-evaluating post
training section
interpersonal skills. department
5. Timelines for coaching strategy implementation
Timelines for Review Monitoring Completion milestones
-First training review on occupational
skills review on
1st June 2019
-Second training review on 1st July 2019
Third training review on 1st August
2019
-One from 15th June to
22nd July 2019
-One week from 15th June
to 22nd July
-One week from 15th
August to 22nd August.
-First training to end on 30th
June 2019
-Second training to end on
31st July 2019
-Third training to end on 30th
August 2019
1st,7th,21st June 2019 (after one week)
-1st,7th,21st June 2019 (after one week)
-1st,7th,21st June 2019 (after one week)
6. Induction, Design and training tools and resources for training and coaches
In an organizational context, Induction is the first step of introducing new employees to
job positions and to an organization before commitments (Opatha and Arulrajah, 2014 p.101).
Sim’s Hardware’s induction process will involve orientations and training of employees to fit the
organization structure and culture. The induction process will ensure that trainers are introduced
to the working environment and to their trainees before training commences (Mandip, 2012
p.2502). The Induction design will begin by recruiting new coaches or trainers and having
training plans. The training will involve both on and of training and then guiding the employees

to gain organizational satisfaction. The training tools and resources that are required by trainers
or coaches include questionnaires, attendance checklists, detail training programs, notebook and
capital resources such as budgets for miscellaneous training essentials. Trainees will be required
to have a notebook, personal (SWOT) self in order to identify key areas requiring more training,
pens and other necessities for training.
7. The recruiting process for Coaching and Training
According to Uggerslev, Fassina and Kraichy (2012 p.597) recruiting process undergoes
a systematic procedure that begins by sourcing the resources to arranging the interviews. The
recruiting procedure is suitable for Sim Hardware as it will enable the organization to select
competent, skilled and experienced trainers or coaches. The recruitment process will begin by
recruitment planning, strategy development, searching, screening and evaluation and control.
In the recruitment planning phase, the training and coaching position will be identified
and described in terms of a number of posts and position to be filled, skills, qualifications, duties,
responsibility and experience. From the planning phase, the next process will be recruitment
strategy where the human resource will determine the best strategy for recruiting the potential
trainer or coach for Sims Hardware. In recruiting strategy, the Human resource will describe
source and type of recruitment, setting the board to interview potential trainers and recruitment
and setting the recruitment strategy. After recruitment strategy phase, the next step will be
searching for the right candidate. The process begins by source activation where the line
manager will verify the existence of a vacancy and selects the media to advertise the process
(Ghazzawi and Accoumeh, 2014 P.159). The sources for searching the right trainer will be
classified either as internal or external. Internal sources include internal advertisements, former
employees, employee referrals for right trainer and previous applicants (Florea and Badea, 2013

P.344). External sources include hiring outside through advertisements, employment exchanges
and professional association (Absar, 2012 p.436). After the searching phase, the screening phase
will follow whereby all resumes of applicants will be filtered. After screening (shortlisting) the
right shortlisted candidates will be conducted via mobile phones and emails and interview
arranged where the most skilled, experienced and qualified trainer will be selected.
8. Implementation plan for a coaching strategy
Implementation
date
Action activities
1/5/2019
Promote coaching program: This is the first stage of an implementation plan that involves planning coaching
models that best suits coaching strategy and trainees. The coaching program is
promoted by trainees being notified of the program. The phase will also include
definition of purpose , objectives and goals (short term and long term goals)
14/5/2019 Recruitment and selection of
coaches or trainers:
The selection of best trainers or coaches is done after the recruitment process. The
most skilled and experienced trainers will be selected to conduct training of
employees
1/6/2019 Tools, mechanism and
procedures for managing
coach-training relationships
The stage of the implementation plan includes establishing tools and resources for
coaches and trainers. In addition, the policies and procedures including training
plan and timelines are set. The set procedures and policies must be acceptable to
trainers and coaches and comply with organizational objectives. The promotional
tools that may be used to encourage participants include the invitation of an iconic
public speaker, provision of refreshments and overtime pay.
1/7/2019 Induction, matching and
briefing of trainees or coaches
This phase includes introducing trainers and coaches to trainees after learning of
procedures and policies of the organization.
14/7/2019 Monitoring and supporting
coaching strategy
The last phase that will measure how the coaching strategy implemented is
consistent with operational requirement and work practice.
9. Strategies
A. Strategies to recruit and select coaches and trainees
The strategies for recruiting and selecting coaches include starting an employee referral
program that will ensure the most qualified candidates are identified. Implementing of
competitive benefit and compensation plan and conducting interviews will also considered as
strategies for recruiting and selecting coaches.

B. Strategies for match and manage Coach-trainee relationship
Coach-trainee relationship includes hierarchical relationship (like one trainee one
supervisor, or many employees one supervisor), access issues, communication or learning styles,
behaviours, key performance outcomes indicators or statement, skills, knowledge and personal or
professional styles. The best strategy for matching and managing coach-trainee relation is by re-
hiring previous trainers who are more knowledgeable by the culture of the organization and have
enough interactions with trainees. In addition, the rehired trainers are aware of suitable learning
styles that are suitable for trainees.
C. Strategies for resolving differences and problems in a coaching relationship
Strategies for resolving differences and problems in a coaching relationship include
finding a mutual beneficial solution, self-disclosure, advising trainers to share their opinions
when information is contradicted or rejected, invitation for discussion (win-to-win solution), not
laying blame and use of “I” message to emphasize that focus is on giver of message but not
“you” that focuses on the message receiver. Other strategies resolving differences and problems
will include collaborative problem solving (where the disagreeing members will come together
and solve their differences through a mediator). The other strategies will include group
discussions, Engaging trainers or coaches with team building activities and use of IDEAL
strategy. The IDEAL strategy involves Identification of the problem, definition of the cause,
Explore possible strategies, acting, looking and learning.
D. Strategies for analysis compliance requirement
Legal, regulatory and organizational compliance requirements include copyright laws that
relates to electronic technology and physical material, workplace relation legislation, security of
information, codes of practices and national standards, Sim’s Hardware policies and competency

standards. Other compliance requirements include work health and safety training (comply with
Work Health and Safety act 2011), discrimination (compliance with Anti-Discrimination
commission Queensland Acts) and record keeping. In record keeping, the records concerning
employees should be kept confidential and private and trainers or coaches should not access
them. In discrimination, it will be unlawful for trainers to adverse actions on a trainee because of
social origin, national extraction, religion, career responsibility, age, gender, colour or race.
10. Procedure to monitor the coaching activities, relationship and collect data on
achievement of Goals whilst, ensuring consistency of the implementation plan
 To monitor the coaching activity and relationship, first, the Sim’s Hardware program
coordinator will ensure the coaching strategy is implemented consistently with
operational requirement and work practices
 Providing trainers with essential professional development support for them to acquire
the knowledge required to carry roles efficiently and effectively.
 Designing and evaluating the appropriate practices and techniques for resolving
differences
 Monitoring the coaching relationship in order to make sure they are in accordance with
organization policies and procedures.
 Recognizing and appreciating positive contributions.
11. Monitoring the Coaching activities and relationship whilst ensuring consistency of the
implementation plan
To monitor coaching activities and relationship the program manager will collect
analyses and report data in relations to the outcome of coaching activities or trainees. The
outcome should be in line with organizational needs and context. In addition, database, KPI, 360-

degree survey with trainees, collaboration means and modes and information system design will
then be used to measure the effectiveness of coaching strategy and its impact
12. Diverse organization rewards are given those who make a positive contribution in an
organizational coaching program
Rewards and compensation given to those who make positive organizational coaching
program will include bonuses, consideration for promotion, awarding employee shopping
vouchers, salary review, warding certificate of achievement and awarding employee as
“employee of the month” which is accompanies by some bonuses.
References
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