SITXHRM001 Coach others in job skills PDF

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Most ingredients in cooking are derived from living organisms. Vegetables, fruits, grains and nuts as well as herbs and spices come from plants, while meat, eggs, and dairy products come from animals. Mushrooms and the yeast used in baking are kinds of fungi. Cooks also use water and minerals such a...

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Save your work with the filename , answer your assessment questions in this sheet below and upload the assessment once it has been completed.

ASSESSMENT SUBMISSION FORM Complete this form and submit to your assessor for grading . It is recommended that you keep a copy of your assessment and your assessment submission form.

Student Number Student Name Email Course Title Unit Code and Title Assessment Task No. / Title Trainer Name

APEX4715 JAIPAL SINGH [email protected] Certificate IV commercial cookery SITXHRM001 Coach others in job skills ☐ 1. Unit Knowledge Assessment (UKA) ☐ 2. Unit Skills Assessment (USA)

CHHAYA GULATI

DECLARATION

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I hold a copy of this work which can be produced if the original is lost / damaged .

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This work is my original work and no part of it has been copied from any other student’s work or from another source except where due acknowledgement is made .

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No part of this work has been written for me by any other person except where such collabora tion has been authorised by the instructor / teacher concerned.

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I have not previously submitted this work for this or any other course / uni t.

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I give permission for this work to be reproduced, communicated, compared and archived for the purpose of detecting plagiarism .

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I give permission for a copy of my marked work to be retained by the college for review and comparison, including review by external examiners.

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I understand that: Plagiarism is the presentation of the work, idea or creation of another person as though it is my/our own. It is a form of cheating and is a very serious academic offence that may lead to exclusion from the college. Plagiarised material can be drawn from, and presented in, wri tten, graphic and visual form, including electronic data and oral presentations. Plagiarism occurs when the origin of the material used is not appropriately ci ted. Plagiarism includes the act of assisting or allowing another person to plagiarise or to copy my/our work .

Student Signature I declare that I have read and understood the above declaration. Student ID: APEX4715

Student Name: JAIPAL SINGH

Date: 11/09/2020

Student Instructions: 

All questions must be answered correctly to be completed satisfactorily.

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All knowledge assessments are untimed and are conducted as open book (this means student can refer to textbooks or any resources).

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Student may handwrite/use computers to answer the questions.

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This assessment task may be completed in a classroom, at home, learning management system (i.e. Moodle), or independent learning environment.

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You must complete all questions unassisted by the assessor or other personnel but may refer to reference material as needed.

Submission details 

The Assessment Task is due on the date specified by your trainer. Any variations to this arrangement must be approved in writing by your trainer.

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Fill out the Assessment Submission form to the documents you are submitting to be marked.

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Please answer each question on a separate page provided and clearly indicate the question number at the top of the page.

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The Trainer/Assessor may further prompt and question in order to receive answers of appropriate quality or if further clarification is required and to validate authenticity of your submitted work.

UKA QUESTION 1 List three ways you may become aware of the need for workplace coaching of a colleague? ANSWER   

Direction from the employee Change in procedure After customer complaint

QUESTION 2 List four factors that can individualise the coaching need for staff members? ANSWER    

Standards required for work Current skill level Urgency of need Weaknesses Strengths

QUESTION 3 Name four outcomes that should be achieved as a consequence of discussing coaching needs with a colleague? ANSWER    

Explanation why the coaching is needed Highlight the benefits of receiving coaching Receiving agreement coaching is a legitimate activity in a given context and can be used as a means of achieving mutually beneficial outcomes Agree to outcomes/goals for the coaching.

QUESTION 4 How can coaching assist employees to adhere to some of the health and safety and hygiene rules, provide at least three examples? ANSWER   

Why must we wear PPE or uniform to perform certain jobs? Why is it important to check glassware before it is used? When and why should you refer to the manufacturer’s instruction manual about how to operate a piece of equipment?

QUESTION 5 What is the role of a coaching plan/training plan? ANSWER          

The training or coaching objectives Key points to cover A sequential flow of steps Suitable training methods Approximate timing Training aids required Resource requirements How to start the session How to conclude the session Gaining feedback to measure the effectiveness of coaching

QUESTION 6 In relation to the Introduction of a coaching plan, what does the acronym GLOSS stand for? ANSWER GLOSS stands for G – get attention, create interest and involvement L – link to previous training/ experience O – outcomes of the session S – structure of the session S – stimulate motivation QUESTION 7 Identify three possible reasons for workplace coaching? ANSWER

QUESTION 8 What three things should occur before each coaching session? ANSWER   

The learner should be informed the intent of the session It should be agreed that the coaching is needed Agreement should be obtained that a coaching session is an effective way to achieve the intended goal.

QUESTION 9 What are the two basic techniques commonly used in coaching sessions? ANSWER  

Explanation Demonstration

QUESTION 10 Why is it necessary to check the learner’s understanding during a coaching session? ANSWER  

To determine if additional coaching / top-up coaching is needed Determining if going on to the next step / stage of the coaching is appropriate.

QUESTION 11 While the learner is practising what they have been coached in, what should the coach be doing? ANSWER     

Watch to ensure they are doing the task correctly Provide further information Be ready to demonstrate again a step where and when necessary Encourage and praise/congratulate Provide constructive feedback all through the session

QUESTION 12 Identify three reasons why coaches should undertake monitoring activities for those who they have coached. ANSWER   

The progress of the person being coached Should changes be made to the content of the coaching sessions Changes to the coaching processes needed

QUESTION 13 Who might a coach need to report to regarding progress of people they have coached? ANSWER

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HR department The supervisor in the area where the learner works Management Head office

QUESTION 14 Give three reasons why coaches may be required to report progress of learners to others. ANSWER   

Checking overall skill levels of staff Amending employee’s staffing record Identifying those who appear appropriate for future skill development

QUESTION 15 List four ways a coach can become aware of performance problems or difficulties a learner may be having after they have been coached? ANSWER   

Performance reviews Observation of work performance Feedback from customers

Feedback from supervisors

USA PART 1 TASK 1

TRAINING PLAN Training Name: IHGSOP Duration: 1 hr 15 mins

Trainer: JAIPAL Email Address: [email protected]

Purpose: Why was the training session required? Lack of understanding of phone etiquette

Expected Outcomes(s): What will participants gain from this session?

They will know the exact SOP of telephone etiquette

Training Session Description: How will you achieve these outcomes? Telephone etiquettes –  Demonstration  Let them do by themselves  Correct them if needed  Conclusion

Goals

Activity

Materials

Time

Identify the goals/objective of each activity. (Required knowledge)

In each box, describe each activity that you plan to run or ran in this training session.

What do you need to run the activity?

How much time is requir ed?

What are participa nts doing? Do, Reflect, Generali ze, Apply?

What to do if phone rings Answer in three rings Smile while answering Introduce yourself and the company

SOP

15 mins

Demonstration and roleplay

Transfer call

Tell the customer that you are transferring the call

SOP

15 mins

Demonstration and roleplay.

Hold call

Ask or tell the customer if you can put the call on hold

SOP

15 mins

Demonstration and roleplay

Take responsibility for the Maintain a register calls you answer

SOP

15 mins

Demonstration and roleplay

Knowledge of SOP

SOP

15 mins

demonstration

Reading from the paper

Session evaluation With the SOP requirements, employees can do their work even more efficient so this evaluation is a success. The evaluation could be done as required.

Progress Monitoring Process (Checks) Employees were checked and they are applying the skills they learnt Coaching has improved their skills and confidence

Progress Report Coaching has been successfully achieved. No more training is required at this stage.

TASK 2

IHG SOP – TELEPHONE ETIQUETTE SOP Number: FO-01 Department: Front Office - General Date Issued: 01/04/2004 Time to Train: 15Minutes Basic Telephone

Etiquettes:

Point to take care of while answering a call?  

Phone should be answered within three rings. Smile even though you are on the telephone.

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Sit or stand up straight.

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Use a low voice pitch.

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Match your speaking rate to the caller's.

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Avoid extremes in volume.

Standard Phrase: How to answer an External call? 

Wish according to the time of the day (Good Morning, Afternoon or Evening), International Hotel Group, How may I help you.

How to answer Internal Guest calls? 

Wish according to the time of the day (Good Morning, Afternoon or Evening) Mr. (Guest last name), this is (Your first name), How may I help you.

How to answer interdepartmental calls? 

Wish according to the time of the day (Good Morning, Afternoon or Evening), this is (Your first name), How may I help you.

Transferring a guest call: 

While transferring a guest call you should say: o

“Transferring your call with pleasure."

Putting a guest call on hold: 

While putting a guest call on hold you should say: o

“Allow me to put your call on hold while I check for the information required” Or

o

“Could I put your call on hold, while I check for the information required?”

Guest Query: 

For any guest query you should say: o

“I will be glad to assist you.”

KEY ORGANISATIONAL GOALS The key organisational goals for the next five years are to: 1. Increase the quantity of properties by 15% throughout the following 5 years 2. Break into new business sectors for example new global locales 3. Expand into the bigger lodging market 4. Maintain quality assistance notoriety during extension 5. Attract and hold high caliber, experienced staff 6. Ensure all offices are kept up to elite norms 7. Provide a remarkable inn experience for all visitors STRATEGIC BUSINESS OBJECTIVES 1. The Hotel Group will focus on growing their reputation for quality service and improving whole

‘hotel experience’ for the customer 2. The Hotel Group will have demonstrated recognition as the specialist in the boutique hotel business 3. The Hotel Group will implement design strategies to ensure consistency of experience across the hotel chain 4. The Hotel Group will introduce a segmented approach to marketing to appeal to higher income and medium income markets with the main focus on the higher income. 5. The Hotel Group will develop and implement a direct marketing plan to update their marketing approach. 6. Strengthen the regular customer base by developing customer retention and loyalty strategies. 7. Be recognised as an employer of choice with the capacity to attract and retain the highest quality staff in the industry.

ORGANISATIONAL VALUES STATEMENTS 1. Team work is the key to success. 2. Customer service is what we do best! 3. We endeavour to show respect to all people, be supportive of our co- workers and work towards achieving the organisational goals. 4. We are all in this together and focussed on being the best chain of boutique hotels in the world! 5. We value clear communication and the right to express our opinions in a polite and pleasant manner and we extend this right to others. 6. We endeavour to support others by observing all appropriate legislation and guidelines and ensure that our hotels are safe environments.

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TASK 3 To: [email protected] cc: [email protected] from:

[email protected]

Dear sir, My group is doing quite well. I have seen that two of the students are following the technique precisely according to the norm. Nonetheless, through checking I have discovered that two of the students have shown the accompanying regions of concern. • Lack of certainty • Breakdown in correspondence • Language obstruction – both of the dangerous learners are from non-English talking foundations • Insufficient openings • Difficulty in getting to help when required They have demonstrated their interests in these territories that is the reason I will orchestrate another training meeting. The subtleties of the training meeting: • Date – 11/09/2020 • Participants in meeting – x,y,z

• Purpose of the meeting – to show them IHG SOP – phone decorum • Evaluation of meeting – I would assess them following a week and check how they are performing Thanking you Kind regards JAIPAL SINGH ( HR manager) Page 2 of 13

Bibliography: Education, A. I. (2019). SITXHRM001 Coach Others In Job Skills . Sydney: Apex Institute of Education.

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