BSBHRM512 LEARNER 2

IMPLEMENT PERFORMANCE MANAGEMENT PROCESSES

Deliver a stimulated training session to managers

In the management it is very important to monitor the performance of an individual

because it helps to understand the activities and performance of the individual.
Performance monitoring is a process wherein the supervisor ensures that the employee is
progressing towards the goals and objectives established during goal setting. supervisor
makes sure that the work is being accomplished in accordance to the standards established
at the beginning which acts as a benchmark and provides regular feedback to keep the
employee on track.

Identification of performance gaps

Clarify Learning Objectives and Outcomes

Your organization must clearly define its learning objectives and desired outcomes in order
to focus on the appropriate performance behaviours. For example, you might want to
improve your customer satisfaction scores or reduce your product return rates. As a result,
you should concentrate on the training areas that pertain to these goals.

You can create online training courses that impart product knowledge to your employees so
that they can pass it on to consumers, thereby increasing customer loyalty and decreasing
the risk of returns. Meet with managers, department heads, and stakeholders to figure out
what you need to achieve through your online training initiatives.

2. Determine the Necessary Skills And Knowledge

The next step is to align your outcomes and learning objectives with employee skills and
knowledge. This involves a detailed breakdown of the tasks involved, as well as the talents
employees require to complete these tasks.

As an example, persuasion or communication skills to enhance sales performance or IT

troubleshooting abilities to improve the effectiveness of your technical service team. Create
a list that features all of the desired outcomes, then link it to performance behaviors and
their respective skills.

3. Identify Performance Behaviour “Pain Points”

Now that you know what your organization needs, you must get to the root of the problem.
This involves identifying performance trouble spots that hinder overall productivity. Here
are a few of the ways that you can conduct a training needs analysis to diagnose the
problem:

a. eLearning Assessments

eLearning assessments give a good indication of what employees know versus what they
need to know. They can go a long way in identifying performance and skill gaps on an
individual level. Then, you can use your LMS to pinpoint patterns and trends that are
symptomatic of more widespread issues.

For example, employees participate in an online training simulation. The corresponding LMS
graph shows that 50% of participants were unable to complete the task from start to finish
and stopped at a particular point.

b. Observations

Monitor employees on the job or during a task-based scenario or simulation. Make a note of
their areas for improvement.

Then use the data you collect to create a plan of action. For instance, a majority of your
customer service employees have trouble with the POS terminal or are unable to use their
communication and conflict resolution skills to appease an angry customer.

c. Surveys
Employees may be able to shed more light on the performance issues hiding beneath the
surface. For example, ineffective online training courses or company policies that are
holding them back. Conduct polls, surveys, and focus groups to gather employee feedback
directly.

Another great way to collect their input is to host a live webinar where you field their
questions and concerns, or social media groups that allow them to discuss important topics
and training ideas with their peers.

d. Evaluations

Take a closer look at quarterly or annual manager evaluations to look for patterns. For
instance, you notice there’s a common theme among your sales staff.

Based on the reports, they seem to lack the necessary product knowledge to achieve their
monthly goals. You can also follow-up with team leaders for clarifications or suggestions, for
example by offering tips on how to remedy the performance problem before it escalates.

4. Prioritize Performance Issues Based On Organizational Goals

There are only so many online training resources and training hours that you can devote to
performance management. As such, you need to prioritize the gaps based on organizational
goals.

Meet with your L&D team to rank each performance gap based on company profits,
customer satisfaction ratings, and other key indicators. For example, you need to hit your
sales targets this month in order to stay on track for your quarterly goals.

Therefore, performance behaviors related to sales tasks, product knowledge, and customer
service are at the top of your list.

5. Evaluate Current Online Training Resources

You may already have online training materials that are ideally suited for the task. They just
need to be delivered to the right employees, such as staff members who possess specific
skill or performance gaps that can be bridged by the corresponding online training activity.

However, evaluating your current online training resources also gives you the ability to
identify areas for improvement and repurpose or revise online training materials. You may
also discover that your online training resources are effective, but your deployment strategy
needs some work.

For example, employees aren’t able to access the online training courses they require on
their mobile devices. Thus, they cannot get the targeted information they need to bridge
gaps on the spot.

6. Develop An Online Training Strategy That Aligns With Employee Needs

Lastly, you must create an online training strategy that centers on employees’ individual
needs, goals, and performance issues. Which online training resources can you use to impart
the necessary information and build practical skills?

Are there any online training activities that facilitate real-world application so that staff can
apply their newly assimilated knowledge? One of the most effective ways to fill performance
gaps is to offer personalized training plans.

Every employee has unique areas for improvement that require specialized online training
resources. Thus, you might consider clickable eLearning course maps, microlearning
libraries, and training contracts to take an employee-centric approach.

The Key Take-Away

A training needs analysis allows you to explore the performance, skill, and knowledge gaps
that diminish employee productivity. However, you can also root out ineffective online
training materials that are draining your resources.

Session plan
 Time frame Activity Teaching or Tools/resources
assessment strategy
or approach to
achieve session
objectives
2 weeks training Hire expertise to On the field
provide proper
training to the staff
3 weeks Work place Go over different Visit every department
structure and department and job
hierarchy roles
5 weeks New promotion Proper marketing Hire expertise
activity plan
6 Weeks Promotion To meet the goal Provide good salary based on
performance

Email to the houseware’s manager

To

The HR

Housewares manager, Wollongong

Subject: Regarding the staff negligence and

performance

Hi

I hope you are well actually today I am writing an email regarding the issue of one of our
employees who is consistently coming late in the workplace. When I checked his work status
and performance it was very poor below the average. I had a several meeting with him
regarding his performance however he is not agreed with the rating which I have given to
him.
I have tried clarifying targets and coaching, nothing seems to work. Maybe I am just not
delivering the proper feedback in the right way. Many of time I tried to convince him and
provide proper training to him however his performance always remains the below average,
so I am very frustrated with his performance and behaviours. Now I have given him last
chance saying that if his performance remains the same then I will terminate him from the
workplace, and he had promise me to improve his performance in coming years.

Written reflection to evaluate own performance and performance management processes

After researching all the performance of myself I came to conclusion that I am very good at
communicating with the people and motivating them to do better in the work place.And a
part from that marketing is one of the important things I have learnt from my past
experience from which I have got proper marketing idea how to convince the people. There
are some areas where I have done great performance which are as under:

 Quality of work
 Level of execution
 Level of creativity
 Amount of consistent improvement
 Customer and peer feedback

Guidance for dealing with underperforming staff

Great companies are often regarded as only being as good as their staff, so getting rid of the
bad apples, or encouraging them to take a different motivational outlook on work, is crucial
for managers.

The big question manager’s face is how should you manage underperforming staff?
Unfortunately, there is no one ‘magic tablet’ that will ensure that all staff instantly achieve
ideal performance targets – but there are simple and effective management strategies that
can help.
The EI Group believes there are specific reasons that employees are underperforming,
including:

 Failure to understand and engage with the greater purpose of the business;
 Not knowing what they should be doing or what they are expected to do, and the
consequences for the organisation;
 Not clearly understanding what the consequences of non-performance for him or
herself will be;
 No clear objectives or time frames;
 Not having the required skill set;
 Accountability for poor performance is not being enforced;
 Not being rewarded or recognised for good performance;
 Being obstructed by inefficient processes;
 Work which does not address the need for challenges or being creative; and
 Lack of personal motivation to perform optimally.

According to El Group CEO Ben Thompson, underperforming staff often have a negative
effect on staff and client service.

“One of the keys to managing underperforming staff is to focus on the reasons of

underachievement and tailoring the performance management techniques to suit the
issues.”

The EI Group offers the following six tips to performance manage underperforming staff:

1. Use progressive discipline. Focus on helping employees understand that their

performance is not up to standard and help them be aware through regular
feedback and the impact of their performance
2. Keep records, of your informal and formal discussions, to demonstrate your
attempts to improve the situation. Managers should have a performance
management system checklist to refer to
3. Issue appropriate warnings. It may be difficult to prove that an employee is
underperforming if they have been doing the same job for a long time without
 criticism or warning, it is important to highlight what is expected of them in all
instances
4. Provide opportunities to improve. Keep your employees skills fresh and up to date
by providing appropriate training and support
5. Assess your management style. Any good manager audits their own performance.
Managers should ask themselves, ‘Am I managing performance in the right way? Am
I able to offer guidance, good communication and a clear understanding of the
implications of non-performance?
6. Make sure you comply with the Fair Work Act. Ensure you are fair to the employee
and comply with Fair Work Act laws and disciplinary procedures in the case of
dismissing them. Get expert advice if you are in any way unsure what constitutes a
fair disciplinary procedure.

Short terms strategic aims of the organisation

Reduced pricing promotions: Limited time price reductions encourage customers to act. You
likely have individuals within your sales funnel who intend to buy but haven’t yet pulled the
trigger. Lowering the price will give them an incentive to purchase.

Group offers: This is an effective strategy for gaining exposure, especially with a new set of
customers. Offers could also be tailored to provide a permanent discount to important
groups. For example, you can target members of an organization that fall within your target
market. If your goal is to grow your client-base within human resources you can provide
Society for Human Resource Management (SHRM) chapters a special offer tailored to them.
However, be sure to monitor the performance of group offers. The revenue may not offset
the cost of the ongoing price discount.

Pay-per-click (PPC) advertising: Pay-per-click campaigns are another way to become visible
to new customers. Effective implementation of PPC campaigns are known to drive
significant targeted traffic to your website. Be sure to run the numbers and make sure that
you understand the break-even point so that you do not bid more per click than you expect
to profit.

Tradeshows: Tradeshows offer an excellent short-term way of promoting or introducing

your products and services within a specific market. Additional opportunities in the form of
sponsorships, speaking opportunities and VIP parties are often great opportunities to take
advantage of the captive event audience.

Long terms strategic aims of the organisation

Search Engine Optimization (SEO): SEO is a long-term play that can take several months, but
it is crucial for success because organic search engine traffic has been found to be the best
source of B2B leads. Knowing your audience and optimizing your website for keywords and
phrases that potential customers would use in their online search is critical to being found
on the Internet. SEO is an ongoing process and to do it effectively takes time. Businesses
should consider engaging experts they can trust to keep their website optimized.

Public relations (PR): PR efforts, in general, are proactive actions that positively build a
company’s brand online and offline over the long term.  PR teams often accomplish goals by
strategically sharing information with relevant media outlets. A well-executed PR strategy
builds over months, not days, and takes time to succeed.

Publishing and Promoting Content: Developing a stream of fresh, relevant content like
newsletters, tips or blog posts will result in quality traffic to your website but will also place
you among the top thought leaders in your field. Content that is posted, updated and
archived on a regular basis will provide you great ammunition for long-term nurture
campaigns and encourage visitors to return.

Social Media: As a collection of communication channels, social networks can be used to

achieve both short-term and long-term strategies. In a short-term context, you can use it to
monitor and manage your online reputation. In a long-term context, you can use social
media to promote content, support lead generation activities, and engage in online
communities.

Engaging in social media is necessary and important because social networks are
increasingly considered one of the top channels for generating brand awareness.

At the end of the day, it’s a finely tuned balancing act. The key is to build a marketing plan
that values and achieves short-term and long-term marketing strategies simultaneously.
Doing so will ensure that your business is better poised to prosper for years to come.

Recommend timeframe for the regular evaluation of performance management processes

will be 4 weeks based on the performance of the individual.