BSBINM501 Knowledge Management System
Conduct a coaching and mentoring session with the Training Manager
Jimmy Grove (Assessor) is the Head Trainer and Training Manager, who has used the new learning management system and experienced a system failure.
The purpose of the coaching and mentoring session is for you to facilitate a learning experience, whilst attaining vital feedback from a key business stakeholder on the performance of the system implementation.
Prior to carrying out the meeting, review the following company documents to ensure that you are familiar with them and can discuss them with the Training Manager when necessary.
Within your coaching and mentoring session, you must:
Ask the team member for feedback on his experience with the Learning Management System.
Support the learning management system by assisting the trainer to address any issues or problems they have faced with the system.
Address the multiple system implementation issues the trainer reveals through using mentoring techniques; provide feedback and suggestions to improve the trainer and his team’s work practices and processes. Suggestions should include the implementation of business procedures as mentioned
Use mentoring techniques to provide feedback and recommend suggestions to improve the trainer and his team’s work practices and processes.
Analyses the impact of the new system on the trainers, resources and organisational policies and procedures
Explain organizational policies and procedures including:
- Records management
- Information management
- Commercial confidentiality
- Customer service
Reference the policies and procedures relevant to the information system and ensure they have been implemented accurately.
Use coaching techniques to brainstorm with Jimmy a range of potential solutions including a new learning and development system which will be used to support the LMS including staff learning and development opportunities that will:
Assist staff to embrace changing systems
Encourage staff to innovate in the workplace
During the coaching and mentoring session, you will need to demonstrate effective communication skills including:
- Speaking clearly and concisely
- Using plain English to ensure that terminology can be understood by Jimmy
- Using non-verbal communication to assist with understanding, rapport building and relationship development
- Asking probing open questions to make sure attendees understand the information
- Responding to questions as required
Using active listening techniques to confirm understanding
- Using positive, future-focused language and questions
After the coaching session you will be required to develop the learning and development plan and conduct a training session from within it.
Seek technical specialist support
After your coaching and mentoring session, one of the trainers has come to you with an innovative solution to the grading issue. This following is a transcript of what the trainer suggested to you.
“I know that the grading issue could be resolved by trainers following the business procedure and saving the grade before they exit the learning management system or click to another screen, but I was thinking how useful it would be if the learning management system had an auto save function. That way we wouldn’t have to remember to save. It would also prevent any further issues with the internet timing out before we have the chance to save the grade.”
To investigate if this is a viable solution, you will need to seek technical specialist help from the
Learning Management System (LMS) Developer.
Do this by submitting an email to the LMS Developer (your assessor), seeking technical help. Your request should ask if this is possible.
Document the findings of the coaching and mentoring session in a systems feedback report
The CEO has requested you document the findings of the coaching and mentoring session by preparing a feedback report in alignment with the Operational Plan and Meeting Policies and Procedures.
In preparing your report, review Strategic and Operational plan and identify based on the feedback you have received, the system’s ability to meet the operational objectives.
Your report should include a summary of the overall feedback given by Jimmy including:
- The strengths of the system
- The limitations of the system
- Two or more recommendations to address the limitations including at least one way to improve the system and one learning and development opportunity to improve the staff’s attitude towards the system
Use the Systems Feedback Report Template to complete this task.
When completed, submit your feedback report to the CEO (your assessor).