Assessment Task 4: Learning opportunities project
Task summary:
This assessment task requires you, in the role of Human Resources Manager of Grow Management Consultants, to identify learning opportunities for your team and then develop a Training and Development plan.
This assessment is to be completed in the simulated work environment in the RTO.
BSBHRM604 Manage Employee Relations Assignment-Strath field College Australia.
Required
- Access to textbooks/other learning materials
- Computer with Microsoft Office and internet access
- Evaluation Report Template
- Focus Group Results
- Training and Development Policy and Procedures
- Performance Management Appraisal A
- Performance Management Appraisal B
Timing
Your assessor will advise you of the due date of these submissions.
Submit
Email with first draft of Training and Development plan attached
Email with updated Training and Development plan attached
Email with Evaluation Report and updated Training and Development Policy and Procedures
attached.
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.
BSBHRM604 Manage Employee Relations Assignment-Strath field College Australia.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of
the assessment.
Assessment Task 4 Instructions
As the Human Resources Manager of Grow Management Consultants, you are responsible for a small team of four customer service staff. The customer service staff have a range of functions, including handling
customer enquiries, handling complaints, generating sales leads and keeping records of all customer interactions.
Grow Management Consultants places a high value on Training and Development and having skilled staff members and this is reflected in its mission and vision statements. As the Manager for the customer service
team, you are responsible for all aspects of your team’s learning and development, as well as regular performance reviews. You are currently planning the team’s professional development for the next 12 months.
As set out in the company’s policy, Training and Development planning is to be based on a review of staff performance appraisals, as well as any other relevant information including industry trends and industry competency standards.
Based on this, you have decided to conduct some research on customer service trends to see if you can identify any Training and Development needs based on these trends. You have also decided to review industry review competency standards relevant to customer service officers to inform your learning plan.
Company policy is that, for each staff member, there is an annual budget of $1,000 for external professional development opportunities. Generally, most professional development will be undertaken in-house by Team Leaders and specialist staff, including the Sales Manager and Human Resources Manager as applicable.
BSBHRM604 Manage Employee Relations Assignment-Strath field College Australia.
All learning plans are required to be documented in the company’s Training and Development Plan Template.
Complete the following activities:
Develop a Training and Development plan Analyse the Performance Management Appraisal Analysis Part A.
Make notes on key professional development needs of staff based on your analysis.
Research the Internet and identify trends in customer service.
Identify at least three trends and make notes on these.
Review the following two core units of competency in the Certificate III in Customer Engagement, the benchmark qualification for customer service staff:
Based on your review of all of the above, develop a Training and Development plan for your team of customer service staff using the template provided to you by your assessor.
The Training and Development plan must include:
Overall objectives of the plan
At least six Training and Development opportunities (at least one every two months) and be based on the analysis and research you have conducted.
The learning opportunities should be a mixture of formal and informal opportunities, as well as both in-house and external activities and suit a range of learning styles.
Use the Training and Development Plan Template to guide your work.
2.Write and email to the General Manager (your assessor).
When you have completed your Training and Development plan, you are required to send it to the General Manager for their feedback and for their authorisation to use the funds allocated.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
Attach your Training and Development plan to the email.
3.Update your learning plan.
Based on the comments provided by the General Manager, update your learning plan as suggested.
Save this document as Updated Training and Development Plan.
4.Write and email to the General Manager (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should summarise the changes that you have made to your Training and Development plan and ask for their authorisation to use the funds allocated.
5.Write a Training and Development activities evaluation report.
Assume that focus groups have also been conducted to find out about staff satisfaction overall,as well as staff Training and Development needs. Review the Staff Performance Appraisal B that also shows an outline of Training and Development activities conducted.
Based on this information, analyse the effectiveness of the Training and Development activities conducted, and make recommendations for additional Training and Development activities based on your analysis.
Use the Evaluation Report Template to guide your work.
Your report should be about one-page long.
6.Write a new section for the Training and Development Policy and Procedures.Assume that, based on the Focus Group Results, you have recognised the need to specifically recognise workplace achievement based on participation in learning activities. You have decided to include a section on this in the Training and Development Policy and Procedures.
Using the Internet, research both reward and recognition schemes and make notes on what you find.
Identify an appropriate reward and recognition scheme for inclusion in the Training and Development Policy and Procedures.
BSBHRM604 Manage Employee Relations Assignment-Strath field College Australia.
Create a new Word document for this purpose and save it as Updated Training and Development Policy and Procedures.
Write an email to the General Manager (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachments and seek their feedback on both.
Attach your Evaluation Report and your Updated Policy and Procedures to the email.
Assessment Task 4 Checklist
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