Assessment Task 4: Coaching Meeting
Task Summary
This assessment task requires you to provide coaching to a contract cleaner based on under-performance identified as part of the review of performance against business plan objectives. At the meeting your assessor, in the role of the contract cleaner, will provide you with some feedback which you will need to respond to. You will also be required to report to the management team on your actions and solutions.
Required
- Access to textbooks/other learning materials
- Computer with Microsoft Office and internet access
- Space for a meeting
- Roleplay participants
Timing
- Your assessor will advise you of the due date of these submissions.
Carefully read the following:
A review of the business’s performance against the performance indicators included in the business plan identified that a number of residential customers no longer use the services of the business because of lack of satisfaction with the quality of the service provided, specifically the level of cleanliness and attention to detail.
As the Operations Manager, you are investigating this situation in relation to the contract cleaners who were providing the cleaning for the customers who have ceased to use the services of the business.
You decide to set up a meeting separately with each of the contractors to investigate the situation and to provide coaching on the expected level of performance. For this assessment task you only need to meet with one of the cleaners.
Ozhouse Clean has the following expected level of performance in relation to cleaning services:
- All surfaces, including floors, bench tops and shelves cleaned so that they are free of dust and dirt.
- Rubbish bins emptied and cleaned.
- Shower screens and mirrors cleaned so they are free of soap build up and streaks.
- Only cleaning products provided are used.
- All cleaning services must be provided in the allocated time.
These performance standards are included in each person’s contract.
Now complete the following activities:
1. Send an email to the contract cleaner (your assessor).
- The objective of the email is to prepare all participants for a meeting.
- The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
- It should advise them that you would like to set up a meeting to discuss identified areas of concern. Identify the date and time of the meeting.
2. Conduct meeting
Conduct the meeting at the specified time on the specified date with the contract cleaner (your assessor will be playing this person), explaining to them what the problem is, why it is a problem and how it impacts on the business. This meeting should be treated as a coaching session to try and get the staff member to understand the issues and meet the required performance standards.
At the meeting you must:
- Explain the purpose of the meeting
- Explain to the contract cleaner what the problem is.
- Discuss the level of performance expected by the company.
- Demonstrate your interpersonal and communication skills by:
- Keeping your communication clear and simple
- Asking questions to identify reasons for underperformance and to confirm information provided.
- Listening to the contract cleaner and confirming and clarifying information shared
- Discuss and agree on a solution
3. Send an email to the contract cleaner (your assessor).
- The objective of the email is to prepare all participants for a meeting.
- The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
- It should summarise the meeting and the solution agreed to.
- The email should be sent within 1 day of the meeting.
4. Develop a report on actions and solutions
- Write a report for the management team explaining the issues and the solutions you have identified.
- You should also identify any changes you consider should be made to the business systems or process as well as to the business plan as applicable.
- As a guide, your email should be approximately 3 paragraphs long.
5. Send an email to the management team (your assessor).
- The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
- The email text should include your actions and solutions report.