SITXHRM006A – Monitor staff performance - Assessment 1 Student name: ____________________________ Instructions: There are a total of four (4) parts to complete, as follows: Part A – consists of short response questions. Part B – consists of extended response questions. Part C – consists of writing a competency-based job description Part D – consists of developing a performance appraisal. Securely attach your answers on separate sheets that clearly identify the question to which you are responding and number the pages in sequence. At the end of each answer, allow adequate space (at least 6-8 lines), for the teacher’s comments and feedback. You will be assessed on how well you interpret each task request and how you structure each according to layout, sequencing and by providing all relevant and applicable details for each task. This is an ungraded unit. Your result is based on the evidence you provide to meet the criteria for competence as specified in the unit of competency and grading criteria. You will receive a result of Achieved Competency (AC) or Not yet Competent (NC). Information on how to submit your assignment is located on the OTEN website under your OLS log-in.Tasks/Questions Part A: Short response questions Use your communication skills to rephrase the sentences below making their tone more positive. Question 1 “Our sales are down in the retail department and it is glaringly obvious you have contributed to a loss in business!” Question 2 “Please don’t bring your personal issues to work again. I am not really concerned about your home life, only what happens to her at the office.” Question 3 “You look and smell like you’ve just rolled out of bed. Did you even shower this morning?” Question 4 “You make no effort to get along with your team and it seems like nobody likes you.” Question 5 “I don’t care that you have to travel for two hours to get here every day, just get here on time.” Part B: Extended response questions Question 1 Explain the importance of monitoring staff performance. Question 2 Identify five (5) possible solutions to managing poor performance. Question 3 Explain how you can provide feedback and reward staff achievements. Question 4 Explain how you can recognise and resolve performance problems in the workplace. Question 5 Explain how you can implement a performance management system. Question 6 Explain why a performance management and training/learning system is important. Question 7 What is the benefit of performance appraisals? Discuss this in relation to: (i) employees (ii) managers, and (iii) organisations. Question 8 Why is managing poor performance an essential part of peformance management? Part C: Write a competency-based job description You are the Reservations Manager of a Wholesale travel company. You have placed the following job advertisement for a Reservations Sales Agent in a national newspaper. Instructions You are to write a competency-based job .

1. SITXHRM006A – Monitor staff performance - Assessment 1
Student name: ____________________________
Instructions:
There are a total of four (4) parts to complete, as follows:
Part A – consists of short response questions.
Part B – consists of extended response questions.
Part C – consists of writing a competency-based job description
Part D – consists of developing a performance appraisal.
Securely attach your answers on separate sheets that clearly
identify the question to which you are responding and number
the pages in sequence. At the end of each answer, allow
adequate space (at least 6-8 lines), for the teacher’s comments
and feedback.
You will be assessed on how well you interpret each task
request and how you structure each according to layout,
sequencing and by providing all relevant and applicable details
for each task.
This is an ungraded unit. Your result is based on the evidence
you provide to meet the criteria for competence as specified in
the unit of competency and grading criteria. You will receive a
result of Achieved Competency (AC) or Not yet Competent
(NC).
Information on how to submit your assignment is located on the
OTEN website under your OLS log-in.Tasks/Questions
Part A: Short response questions
Use your communication skills to rephrase the sentences below
making their tone more positive.

2. Question 1
“Our sales are down in the retail department and it is glaringly
obvious you have contributed to a loss in business!”
Question 2
“Please don’t bring your personal issues to work again. I am not
really concerned about your home life, only what happens to her
at the office.”
Question 3
“You look and smell like you’ve just rolled out of bed. Did you
even shower this morning?”
Question 4
“You make no effort to get along with your team and it seems
like nobody likes you.”
Question 5
“I don’t care that you have to travel for two hours to get here
every day, just get here on time.”
Part B: Extended response questions
Question 1
Explain the importance of monitoring staff performance.
Question 2
Identify five (5) possible solutions to managing poor
performance.
Question 3
Explain how you can provide feedback and reward staff
achievements.
Question 4

3. Explain how you can recognise and resolve performance
problems in the workplace.
Question 5
Explain how you can implement a performance management
system.
Question 6
Explain why a performance management and training/learning
system is important.
Question 7
What is the benefit of performance appraisals? Discuss this in
relation to:
(i) employees
(ii) managers, and
(iii) organisations.
Question 8
Why is managing poor performance an essential part of
peformance management?
Part C: Write a competency-based job description
You are the Reservations Manager of a Wholesale travel
company. You have placed the following job advertisement for
a Reservations Sales Agent in a national newspaper.
Instructions
You are to write a competency-based job description based on
this Reservations Sales Agent job you have advertised. Use the
job description sample template provided to complete this task.

4. You may refer to resources such as the text book Management
Theory and Practise, Kris Cole, 4th edition, Pearson Australia
(Chapter 15) and the Travel Industry Careers website at:
www.travelindustrycareers.org.
Job advertisement:
Reservations Sales Agent - The Global Touring Company
Reservations Sales Agent
We are expanding and looking for our next superstar! Enjoy a
great team, wonderful product and brilliant benefits. Join us!
THE COMPANY
The Global Touring Company is Australia’s leading
independent holiday specialist with over 20 years experience,
currently offering over 12,000 products in 55 countries. Its
outstanding service and product range has been recognised for
five years running as winner of Best Wholesaler, Annual
National Travel Industry Awards from 2006 to 2010.
THE ROLE
The Reservations Sales Agent role is to book, sell and promote
The Global Touring Company product range to Travel Agents
over the phone. You will be an integral part of a dynamic and
productive team. The position reports to the Reservations
Manager and will involve some shift work to meet national
business hours.
Duties and responsibilities include:
· Handling incoming call enquiries from Travel Agents
· Quote and book The Global Touring Company product range
· Up-sell flights, accommodation and tour options

5. · Handling booking updates and administration
· Providing excellence in customer service
· Meeting sales, service and call targets
EMPLOYEE TESTIMONIALS
1. "I like being a Reservations Agent because of the diversity
of the role. Dealing with so many beautiful destinations &
talking to different people makes the day enjoyable. It’s a great
feeling knowing that you have played a part in what could
possibly be someone’s first overseas holiday, or even something
as special as a honeymoon. It is a very rewarding role." Renee,
Reservations Sales Agent
2. "Around the world in 7.5 hours - where will I travel today?
Working in a continuous learning environment, providing my
knowledge to travel agents ensures a challenging and interesting
day." Sally, Reservations Sales Agent
APPLICANTS
To be a part of The Global Touring Company, you must have a
passion for travel along with a drive for excellence and the
ability to work individually as well as in a team. A relevant
industry qualification would be preferred in addition to
customer service experience. International travel experience is
highly desired. Clear and concise verbal and written
communication skills are essential to excel within the role.
Sell the world’s most fabulous & exciting holiday destinations
in a fun team environment where YOU reap the rewards!
TO APPLY
Hit “Apply Now” button, attention Reservations Manager.
Applications close 30th March 20XX.

6. The Global Touring Company is an Equal Employment
Opportunity Employer
Location: Perth CBD, Inner & Western Suburbs
Work type: Full Time
Classification: Hospitality & Tourism; Travel
Agents/Consultants
You must have the right to live and work in this location to
apply for this job.
Job description sample template:
The Global Touring Company
Job description
Date:
01 March 20XX (Date that job description was written).
Position:
Title of position.
Reports to:
Name of supervisor/manager this job reports to.
Approved by:
Signature of supervisor/manager.
Job summary:
State the general nature, level and purpose of the job and
provide a brief description of the duties and responsibilities.
NB: It may be easier to write the general summary after
completing other sections of the job description.
Reporting relationships:
Provide the staff member(s) that report to this job.
The essential role and duties & responsibilities of job:
Identify the essential role required to be performed in this job.
The essential functions should state the purpose of the work and
the duties and responsibilities to be performed. Please complete

7. this section in bullet form.
Skills, knowledge and abilities required:
List skills, knowledge and abilities required in order to carry
out the duties and responsibilities of the job. Include individual
and team based skills.
Qualifications and/or previous work experience:
This section should include the required educational background
and/or work experience.
Additional information:
List any physical requirements required for employment if
necessary. This would describe activities such as bending,
lifting, walking, sitting, turning, repetitive motion, and any
environmental conditions.
NB: The physical demands and work environment described
here are representative of those that must be met by an
employee to successfully perform the essential functions of the
job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
This section need only be completed when the job has specific
physical demands; otherwise it can be removed.
Part D: Develop a performance appraisal
Organisations assess different skills and abilities depending on
the job and the organisation’s employee profile. Some typical
areas for performance appraisal assessment are:
· Job knowledge
· Quality of work
Instructions
1. You are to use the sample template provided to develop a
performance appraisal based on the competency-based job
description you completed in Part C for a Reservations Sales
Agent in your Wholesale travel company.

8. Your new employee who filled the Reservations Sales Agent
position is Sarah Harrison. It is now three (3) months since
Sarah commenced in this position and you are required to
conduct a performance appraisal of her.
You consider that Sarah is well informed on all aspects of her
duties as her job knowledge – both systems based and product
knowledge is satisfactory. She is cooperative and always willing
to assist her colleagues with her knowledge. However her
quality of work is really not yet quite up to standard as she
consistently makes common mistakes that could be avoided if
she would apply more effort to check for accuracy and ensure
neatness in her work.
The performance appraisal sample template for this task
includes the two (2) typical areas for performance appraisal
assessment listed above together with a performance rating-
scale method. You must outline each area for assessment, by
providing a brief description related to Sarah’s actual
performance.
Performance appraisal sample template:
PERFORMANCE APPRAISAL REPORT
Employee:
Date of employment:
Department:
Present job position:

9. Manager/supervisor:
Qualifications/experience:
Rate performance along scale according to employee’s ability in
each area.
Job knowledge
Comments:
0
5
10
15
20
Gaps in knowledge of a critical nature
Understands only routine aspects of job
Is well informed on all aspects of job
Has better than average knowledge of all aspects of job
Superior understanding of job; very well informed
· Quality of work
Comments:
0
5
10
15
20

10. Quality unsatisfactory
Quality not quite up to standard
Quality quite satisfactory
Quality superior
Quality exceptionally high
2. During the performance appraisal you outline and discuss
your suggestions with Sarah for improving her technique when
it comes to producing a higher quality of work with greater
accuracy. Why is it a good idea to consult with employees
when it comes to performance appraisals?
END OF ASSESSMENT
8
LA015036 - Assessment 1; SITXHRM006A Monitor staff
performance Ed1
© New South Wales, Department of Education and Communities
2012, Version 1, May 2012
LA015036 - Assessment 1; SITXHRM006A Monitor staff
performance Ed1
9
© New South Wales, Department of Education and Communities
2012, Version 1, May 2012