Assessment Guidelines

Written test
Unit Code:- SITXHRM006
Unit Name:- Monitor staff performance
Assessment Tasks and Instructions

 

Assessment for this Unit of
Competency/Cluster
Details
Assessment 1 Written Test
Assessment 2 Project
Assessment 3 Observation
Assessment conducted in this instance: Assessment 1 2 3

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Assessment Tasks and Instructions
Assessment Guidelines

What will be assessed
The purpose of this assessment is to assess your underpinning knowledge to complete the tasks
outlined in the elements and performance criteria for this unit of competency and relating to the
following aspects:
role and importance of monitoring staff performance and providing feedback and coaching
key elements of performance standards and performance management systems:
o methods of collecting performance data
o methods of interpreting performance data
o processes for performance appraisal interviews
o type of assessment:
self
peer
team
o productivity indicators
forms of guidance and support to enhance staff performance:
o advice on training and development opportunities
o confirmation of organisational objectives and key performance requirements
o ensuring adequate resources are applied
o opportunity to discuss work challenges
o providing confirmation and corrective feedback
o representing staff interests in other forums
o support with difficult interpersonal situations
potential solutions to staff performance issues:
o additional training
o adjusting workload
o agreeing on short-term goals for improvement
o assisting with problems outside of the workplace
o reorganising work practices
performance appraisal practices:
o reasons for performance appraisal
o format for, and inclusions of, performance appraisal documents
o methods of appraising performance
specific organisation:
o procedures for performance appraisal interviews
o procedures for formal performance management and counselling sessions:
formal notification to staff member and management
invited participation of appropriate people
organisation of appropriate location for counselling session
o grievance procedures.
Place/Location where assessment will be conducted
AITT Training Kitchen and AITT Class Room

Duke College (DC) October 2021
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RTO ID: 90681
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Resource Requirements
Pen, Paper or computer.
Instructions for assessment including WHS requirements
You are required to address all questions to achieve competence. Your trainer will provide you with
instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your
trainer will provide you with feedback and the result you have achieved.

Duke College (DC) October 2021
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RTO ID: 90681
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Assessment 1
Your task: Answer the following questions. Each question must be completed.
Q1.
List 3 reasons why it is important to develop and communicate performance standards:

1
2
3

Q2.
List 6 criteria which are often used in performance appraisals in the TH&E industry:

1
2
3
4
5
6

Q3.
Performance appraisals require that a set of objective, measurable targets are set which
provide staff with definite and specific goals to strive for. Describe each aspect of the
S.M.A.R.T. principle in this context:

S_______
M_______
A__________
R__________
T___________

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Q4.
True or false?
If you have several criteria and targets that a staff member must meet, the best idea is to set
all targets at the same time so that they can focus on performance outcomes.
Q5.
Businesses have dress codes that apply to their staff. List 5 aspects of what these dress codes
usually govern:
Q6.
Describe the use or purpose of each aspect of the chef’s uniform:

Hat
Neckerchief
Jacket
Boots
Apron

Q7.
List 6 basic rules of hygiene that must be adhered to by all members of the food and beverage
staff:

1.
2.
3.
4.
5.
6.

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Q8.
True or false?
Housekeeping staff do not need to take as much care with their appearance as frontline staff.
Q9.
When working in a frontline service position such as in a travel agency, visitor information
bureau or other TH&E establishment, the way you present yourself has a direct impact on
your appearance of professionalism. Describe the importance of each of the following aspects
of appearance:

Uniform
Shoes
Posture
Manners

Q10.
List 4 examples of personal hygiene requirements that should be appraised by the supervisor
or manager:

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Q11.
Provide 5 examples of bad hygiene practices in the kitchen that you must prevent and provide
an example of the potential danger for each:

example potential danger

Q12.
In the bar environment staff must maintain good hygiene practices. List 4 examples of poor
hygiene actions that would require your intervention:
Q13.
Frontline service personnel are the face of the business and must maintain excellent hygiene.
Describe how each of the following hygiene aspects should be supervised:

Body odour
Hair and skin
Oral hygiene
Hands and nails

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Q14.
Provide 3 examples of formal rewards and recognition which are commonly used to reward
staff:
Q15.
Which of the following options is the correct way to administer praise and criticism?
a. Praise and criticise only in front of colleagues
b. Praise and criticise only in a one-on-one situation
c. Praise in front of colleagues but criticise in a one-on-one situation
d. Praise in a one-on-one situation but criticise in front of colleagues
Q16.
Indicate whether the following statements in regard to rewards are true or false:

True False
Recognising achievement is rewarding for the staff member and the
manager
Staff will always value monetary rewards more than personal praise
Social staff occasions such as after-work drinks can support team culture
Formal recognitions schemes should be avoided as they may create
jealousy in other staff
Praise needs to be deserved otherwise it loses its motivational impact

Q17.
Provide 3 examples of common signs that there is a situation that needs addressing in the
workplace and how these issues could become apparent to you:

examples how these issues could become apparent

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Q18.
Internal and external factors can result in poor performance. How can they be handled
generally?
Q19.
Which is the least expensive method of handling an employee who consistently fails to meet
their target?
a. Fire the staff member and replace them with a less experienced staff member who you can
train appropriately
b. Transfer the staff member to another department and hire an experienced practitioner from a
rival company
c. Identify the problem early and implement rectification training
d. Identify the problem early and alter KPIs to make the standards easier to meet
Q20
True or false?
KPIs should not be referred to when providing feedback to staff as they can frighten or make
them uneasy.
Q21.
Describe each of the indicators used to identify when coaching is required:

Direction from
another employee

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Direction from
the employee
Employee is new
Change in
procedure
Results from a
training needs
analysis

Q22.
What is a training need?
Q23.
List the steps that are involved in analysing training needs in order:
(before Counselling and Disciplinary Procedures)
Q24.
List 6 simple strategies to minimise the opportunity for poor performance:

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Q25.
Describe how to carry out a performance resolution process:
Q26.
When staff performance problems are identified they need to be analysed and acted upon
accordingly. List 3 possible actions you could take to act upon the issue:

1.
2.
3.

Q27.
List 2 appropriate solutions for handling an ongoing or repeated problem:

1.
2.

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Q28.
True or false.
A good Manager will act as a role model and mentor, as part of the management process. If
you are in a position to offer guidance yourself, then you should do so. If your relationship is
not such that you feel you are in a position to offer guidance, then you should provide an
alternative mentor.
Q29.
List 4 actions which must occur when counselling and disciplinary procedures are carried
out:

1.
2.
3.
4.

Q30.
List 4 types of complaints that would require a formal investigation:
Q31.
List the steps of a formal grievance procedure in order:

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Q32.
If the parties are satisfied with the outcome of a grievance procedure then the matter should
be dropped. If no agreement is reached or they are not satisfied, what is the most appropriate
next step?
a. Fire the defendant
b. Give the complainant 3 weeks paid leave
c. Take the matter to a tribunal or Court of Law
d. Take the matter to conciliation or arbitration
Q33.
List 3 qualities of a mentor:

1.
2.
3.

Q34.
Effective work environments require that good relationships are fostered, open
communication processes are followed and staff are kept motivated. List 5 leadership
attributes a professional project manager should have:

1.
2.
3.
4.
5.

Q35.
List 3 assessment methods that could be part of a performance appraisal:

1.
2.

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3.

Q36.
Indicate whether the following statements relating to a performance review are true or false:

True False
When analysing productivity and performance data you must consider
whether underperformance can be attributed to external factors
A formal performance review should apply similar rules to a job
interview, e.g. take place in a friendly, quiet, private place and all
parties should be on an equal footing
You should surprise employees with the time and location of
performance reviews so that they are forced to act naturally
A negative performance appraisal could suggest a shortfall of the
organisation’s ongoing performance monitoring processes
When goals have been set in the performance review, they need to be
reviewed as the work is being carried out

Q37.
Describe the basics of the following types of assessment:

Managerial
review
Self-assessment
Peer review
360° Feedback

Q38.
How should you consider goals and objectives in a performance review?
Q39.
What is the general purpose of performance reviews? How is a performance review different
to ongoing monitoring?

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Q40.
List 4 aims of a performance management system:

1.
2.
3.
4.

Q41.
Each business will have its own policy on the retention of performance records. What needs to
be considered when developing the policy?