UNIT OF COMPETENCY : LEAD SMALL TEAM LEADING SMALL …

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UNIT OF COMPETENCY : LEAD SMALL TEAM

MODULE TITLE : LEADING SMALL TEAM

MODULE DESCRIPTION : This module covers the knowledge, skills and attitudes to lead small team including setting

and maintaining team and individual performance standard.

NOMINAL DURATION : 4 hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/trainees will be able to:

LO1. Provide team leadership

LO2. Assign responsibilities among members

LO3. Set performance expectation for team members. LO4. Supervise team performance

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LO1. PROVIDE TEAM LEADERSHIP

ASSESSMENT CRITERIA:

1. Work requirements are identified and prescribed to members. 2. Reasons for instructions and requirements are properly disseminated

to team members. 3. Team members questions, problems, concerns are recognized,

discussed and dealt accordingly.

CONTENTS:

Communication skills required for leading small team

Skills and techniques in promoting team building

Negotiating skills

Up to date dissemination of instruction and requirements to members.

Art of listening and treating individual team members concern

CONDITIONS:

The students/trainees must be provided with the following:

Learning materials - team building manual - catalogues

- brochures

Simulated team

METHODOLOGIES:

Traditional /lecture

Demonstration

Case studies

ASSESSMENT METHODS:

Direct observation

Interview

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COMMUNICATION SKILLS REQUIRED FOR LEADING SMALL TEAM

1. Listening the most important communication skill for leaders is the ability to listen.

Professional listening skills include listening for the message, listening for any emotions behind the message and considering relevant questions about the message.

2. Complimenting People work for more than pay; they want to be noticed and praised for

their work.

3. Managing Meetings

What’s a “good” meeting, from the point of view of the leader, meeting participants and the organization?

4. Positive Verbal and Non-Verbal Communication

Employees closely observe their leaders. Even if you have just received bad news, when you can be observed by any employees, act positively. The

employee grapevine is amazingly fast! Smile and greet to each employee you see.

Excellent communication skills are essential for leadership. Use these strategies to help yourself become great communicator.

SKILLS AND TECHNIQUES IN PROMOTING TEAM BUILDING

What Are Team Building Skills?

What is team building? Team building is knowing how to help individuals work

as a cohesive group where all members feel invested in the direction and accomplishments of the team. All members have input towards developing goals and defining the steps to take to reach those goals. Everyone is able to

work together to achieve the group's objectives.

~ Communication – team management, setting goal and active listening

~ Problem Solving – brainstorming and conflict resolution

~ Leadership – decision making and establishing standard operation procedure ~ Teamwork – cooperation and ability to follow instructions

~ Motivation – encouragement and developing relationships

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Negotiating skills

Negotiate the process.

Build rapport

Listen actively.

Ask good questions

Search for smart tradeoffs.

Be aware of the anchoring bias

Plan for the implementation stage

Effective verbal communication.

Good Speaker.

Reducing misunderstandings is a key part of effective negotiation

Problem Solving

Decision Making

Assertiveness

Dealing with Difficult Situations.

Up to date dissemination of instruction and requirements to members. The means of delivery is a key part of the strategy for better information. The

dissemination of the information can take up as much as half of the total cost of an information project, so it must be planned in from the start.

The key to effective dissemination is to match the means to the message and needs of the audience.

Art of listening and treating individual team members concern

1. Show That You Care

2. Engage Yourself

3. Be Empathetic

4. Don’t Judge Others

5. Be Expansively Mindful

6. Don’t Interrupt

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LO2. ASSIGN RESPONSIBILITIES AMONG MEMBERS


1. Duties and responsibilities are allocated in respect to the skills, knowledge and attitudes of every team member.

2. Duties are allocated having regard to individual preference, domestic and personal considerations.

3. Duties and responsibilities of each member are properly identified and

defined.

CONTENTS:

Duties and responsibilities of each team member

Skills in identifying individual skills ,knowledge and attitude as basis for allocating responsibilities

Knowledge in identifying each team member duties and

responsibilities CONDITIONS:


Learning materials - relevant legal requirements

- manuals

METHODOLOGIES:


Demonstration ASSESSMENT METHODS:

Direct observation

Interview

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The following are:

~ Duties and responsibilities of each team member

~ Skills in identifying individual skills ,knowledge and attitude as basis for allocating responsibilities

~ Knowledge in identifying each team member duties and responsibilities Duties Of Your Employer

Your employer is responsible for providing you with safe and healthy working conditions. This includes a duty to protect you from violence, discrimination

and harassment. You must cooperate with your employer in making your workplace safe and healthy.

Your Responsibilities

You must also comply with the legislation. You have responsibilities to: protect your own Health and Safety and that of

your co-workers; ƒ not initiate or participate in the harassment of another worker;

and co-operate with your supervisor and anyone else with duties under the legislation.

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The Master

On top of every shipboard organization is the Master. He is the overall

commander having absolute authority on board. He is also called the Captain

of the ship.

Deck Department

The Deck department is the unit responsible for navigation, watch keeping,

maintenance of ship’s hull, cargo hold preparation, loading and unloading of

cargoes.

Chief Officer

The Chief Officer is the Master’s second in command. He is the person to take

over the control of the ship whenever the Master is incapacitated.

Sometimes called the Chief Mate, First Officer or First Mate, he is primarily

responsible with everything related to cargo operations.

He is the training manager, garbage manager, rest hours supervisor,

disciplinarian and job administrator.

Second Officer

Typically stands at 12 to 4 watch (AM and PM), the second officer is also called

the navigational officer. As what we see on the organizational chart, he is the

rank below the Chief Mate and just above the Third Officer.

Since he is the navigational officer, his main duty revolves inside the bridge. He

is in charge of fixing the voyage plans, chart corrections and publication

updates.

Third Officer

A Third Mate’s watch is from 8 to 12 (AM-PM). He is usually the safety officer

on board. This means that his duty involves the care and maintenance of all

lifesaving and firefighting equipment.

Whenever there are on-signers, the third Mate is in charge of familiarizing them

by giving a tour of all the safety and firefighting equipment.

of 29

Bosun (Boatswain)

The Bosun is the head of the unlicensed deck department. With direct

supervision from the Chief Officer, his main duty is keeping a good

maintenance of the ship’s hull.

The Bosun’s job revolves around the deck area. After getting the job order of

the day from Chief Mate, he usually delegates the tasks to the deck crew.

He then switches to supervision mode while performing some work that he can

manage himself.

Pump man

You can find the rank of a Pump man in tanker ships. Sometimes, his salary is

equivalent to that of a Bosun. On other companies, his wage is a bit higher by

USD100.00 to USD300.00.

A Pump man assists the Chief Officer during loading, discharging and crude oil

washing. Additionally, his duty also involves assisting in ballasting, de-

ballasting, inserting, purging, gas-freeing and tank washing.

Able-bodies Seaman (AB)

The ABs are usually the ones steering the vessel during pilotage. They are

either watch keepers or day workers. As watch keepers, they are partnered

with the deck officers respectively.

They are the ones doing all the maintenance jobs on deck like chipping,

buffing, painting, washing and greasing. Headed by the Bosun, they do the

nitty-gritty jobs like climbing and entry into enclosed spaces.

Ordinary Seaman (OS)

An Ordinary Seaman is the entry-level rank in the deck department. His duty

is very much like the ABs. However, they require much supervision especially

the new ones. Hence, they are partnered with an experienced AB.

https://www.seamanmemories.com/duties-bosun-merchant-ship/

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Ordinary seaman is not allowed to steer the ship even if they have the

necessary certificates. They are also not permitted to perform working aloft and

tank entries.

Their main duty is assisting the ABs while learning about the job so they can

be ready to get a promotion.

Deck Cadet

On some shipboard organization, the Deck Cadet is positioned just before the

Third Officer. However, some organizational charts place him at the bottom of

every department either deck or engine.

A Deck Cadet’s duties depend on the culture of the ship. On some vessels, he

spends his time mostly on deck doing maintenance together with the ratings.

Meanwhile, some ships assign deck cadets only on the bridge. Still a few

follows the program laid out in their Training Record Book.

The main duty of a Cadet is training. He must learn the different jobs on board.

He can achieve this through immersion.

Engine Department

Engineering department is the term used referring to the crew working below

deck or inside the engine room.

A ship is equipped with various machines, electrical equipment and propulsion

system. The engine crews’ job is to keep them running and in good working

order.

Their work includes inspection, maintenance and repair of all machineries.

These include the main engine which is the heart of the ship.

Chief Engineer (C/E)

The head of the shipboard engineering department is the Chief Engineer (C/E).

He is the overall in charge of engine room safety, machinery

operation, maintenance, bunkering and technical administration.

Specifically, he keeps very much attention to the paper works, checklists and

managerial tasks within his departments. He answers directly to the Captain.

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Additionally, he is responsible that proper entries are made into the Oil Record

Book and Engine Log Book.

Second Engineer (2/E)

Sometimes called First Assistant Engineer (1AE), the Second Engineer is the

rank below Chief Engineer. He is the Executive Officer of the ship’s Engine

Department.

Since the Chief Engineer is buried with paper works, the Second Engineer does

the planning, scheduling, delegating and directing the maintenance plan inside

the engine room.

Third Engineer (3/E)

The 3rd Engineer is responsible to the Second Engineer for normal maintenance

and watch keeping duties. In other ships, he is also called Second Assistant

Engineer (2AE).

He is responsible for the general maintenance of the machinery and equipment.

Under the supervision of the 2nd Engineer, he ensures that there are sufficient

bunkers in the day tanks.

Fourth Engineer (4/E)

A 4th Engineer’s job includes studying and practicing the 3rd Engr.’s duties. His

day starts with a toolbox meeting with the other engineers and crew. The

Second Engineer normally gives him the job for the day.

As the lowest engineer ranking on board, some of his duties include the

maintenance of purifiers, air compressors, sewage treatment and general

maintenance.

His responsibilities may overlap or interchanged with the other engineers due

to different company regulations.

of 29

Electrician or Electro-Technical Officer (ETO)

The Electrician is one of the most vital technical ranks on board. Since a ship

is mostly run by automation, an ETO plays a major role in keeping them

running at all times.

In the vessel’s organizational hierarchy, the electrician reports directly to the

Chief Engineer. He normally does not have a watch but is a day worker and

can be called any time.

He also works in the deck department especially with the Chief Officer.

Fitter

A Fitter’s job on board is well, fitting a ship. But that’s too broad and too

narrow at the same time. Fitters are highly skilled workers and are usually

found inside the engine workshop. They are strong and adept in using various

of measuring tools.

Their expertise includes riveting, grinding, welding, drilling and the use of lathe

machine. They are very good at assembling, disassembling, reassembling and

building new parts of a machine which are damaged.

Motorman/ Oiler

A Motorman or Oiler’s job includes inspection and maintenance of pumps,

motors, turbines and condensers on board. His care for these equipment

involves greasing, lubricating, de-rusting and painting if necessary.

Wiper

The Wiper is the Ordinary Seaman’s counterpart in the engine room. His job is

that mainly of support to those ranks above him.

In most occasions, he is in charge of the general cleanliness of the engine

room, engine work shop and engine control room.

He can be seen assisting the engineers cleaning the purifiers, dismantling

motors and doing routine maintenance.

of 29

Engine Cadet

Like the Deck Cadet, an Engine Cadet’s duty is mainly to learn the different

jobs in the Engine department. His training scheme is directly supervise by the

Second Engineer.

Because of the various jobs in the engine room, he is normally paired to the

Engineers, electrician and even with the ratings.

Steward Department

In most merchant vessels, the Steward department comprises the smallest

number of crew in the shipboard organization.

But that doesn’t mean they’re less important. In fact, the Steward Department

is the “backbone” of the organizational structure. Let’s take at look at what

they do.

Sometimes, they are also called the Galley Catering Department. Their main

job is to prepare meals for the crew. Not just ordinary meals but the delicious

and healthy ones

Chief Steward

A chief steward is the highest ranking member of the galley department. He

directs and supervises the planning and preparation of meals. Moreover, he is

responsible for cost control and requisition of provisions.

Chief Cook

Some ships employ only a chief steward or chief cook but the same person

performs both the job of the cook and steward. This scheme is usually part of

cost cutting strategy especially on merchant ships where the crew is only

small.

A Chief Cook’s job is to prepare and cook the meals for the crew. He maintains

the cleanliness and orderliness inside the galley and the provision room.

of 29

Messman

While the Officers and Engineers are busy with their work, the Messman is the

guy in charge of cleaning their cabins.

His area of expertise is inside the Mess hall where he keeps it clean and

orderly. Before meals, he sets the table by preparing the plates, utensils, chairs

and ensures that the ketchup is not empty.

He is also incharge of washing the dishes and filling the fridge with milk, juice,

yogurt, bread and other beverages that the crew needs.

- Every ship follows an organizational structure which may be slight

different from another. The crew’s job is to adapt to the current

system on board.

- This isn’t hard to do since the job follows a similar approach with

your experience. This article doesn’t cover all of the ranks on board

like the Deck Boy, Messboy, Welder, Apprentice Mates and

Engineers.

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LO3. SET PERFORMANCE EXPECTATION FOR TEAM MEMBERS


1. Performance expectations are established based on client needs and according to assigned requirements.

2. Performance expectations are based on individual team member’s duties and responsibilities.

3. Performance expectations are discussed and disseminated to

individual team member.

CONTENTS:

Knowledge and skills in setting individual performance target/expectation

Team members duties and responsibilities

Employee policies and procedures

Defining performance expectations criteria CONDITIONS:


Performance expectation worksheet

Relevant legal requirements

METHODOLOGIES:


Demonstration

Case studies

ASSESSMENT METHODS:

Direct observation

Interview

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Knowledge and skills in setting individual performance target/expectation

Pay attention to detail in order to avoid missing important points or steps

when performing a task or accomplishing goals

Learn to anticipate problems and try one's best to prevent them in order

to avoid getting stressed when they arise

Share one's knowledge and skills with colleagues and devise simple

solutions to help them achieve their goals or perform tasks

Embrace teamwork and delegate responsibility to individuals in order to

make them accountable for execution

Set challenging goals for one's area of responsibility in relation to the available opportunities and work hard to achieve them

Identify adjustments in one's area of responsibility and set priorities accordingly

Get a mentor, who has been doing what one is currently doing or has been through what one is experiencing, to offer advice and career

coaching

Volunteer for extra tasks and projects when one feels they can handle

more work alongside their regular tasks

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TEAM MEMBER DUTIES AND RESPONSIBILITIES

The Master

On top of every shipboard organization is the Master. He is the overall

commander having absolute authority on board. He is also called the Captain

of the ship.

Deck Department

The Deck department is the unit responsible for navigation, watch keeping,

maintenance of ship’s hull, cargo hold preparation, loading and unloading of

cargoes.

Chief Officer

The Chief Officer is the Master’s second in command. He is the person to take

over the control of the ship whenever the Master is incapacitated.

Sometimes called the Chief Mate, First Officer or First Mate, he is primarily

responsible with everything related to cargo operations.

of 29

He is the training manager, garbage manager, rest hours supervisor,

disciplinarian and job administrator.

Second Officer

Typically stands at 12 to 4 watch (AM and PM), the second officer is also called

the navigational officer. As what we see on the organizational chart, he is the

rank below the Chief Mate and just above the Third Officer.

Since he is the navigational officer, his main duty revolves inside the bridge. He

is in charge of fixing the voyage plans, chart corrections and publication

updates.

Third Officer

A Third Mate’s watch is from 8 to 12 (AM-PM). He is usually the safety officer

on board. This means that his duty involves the care and maintenance of all

lifesaving and fire fighting equipment.

Whenever there are on-signers, the third Mate is in charge of familiarizing them

by giving a tour of all the safety and fire fighting equipment.

Bosun (Boatswain)

The Bosun is the head of the unlicensed deck department. With direct

supervision from the Chief Officer, his main duty is keeping a good

maintenance of the ship’s hull.

The Bosun’s job revolves around the deck area. After getting the job order of

the day from Chief Mate, he usually delegates the tasks to the deck crew.

He then switches to supervision mode while performing some work that he can

manage himself.

Pumpman

You can find the rank of a Pumpman in tanker ships. Sometimes, his salary is

equivalent to that of a Bosun. On other companies, his wage is a bit higher by

USD100.00 to USD300.00.

https://www.seamanmemories.com/duties-bosun-merchant-ship/

of 29

A Pump man assists the Chief Officer during loading, discharging and crude oil

washing. Additionally, his duty also involves assisting in ballasting, de-

ballasting, inserting, purging, gas-freeing and tank washing.

Able-bodies Seaman (AB)

The ABs are usually the ones steering the vessel during pilotage. They are

either watch keepers or day workers. As watch keepers, they are partnered

with the deck officers respectively.

They are the ones doing all the maintenance jobs on deck like chipping,

buffing, painting, washing and greasing. Headed by the Bosun, they do the

nitty-gritty jobs like climbing and entry into enclosed spaces.

Ordinary Seaman (OS)

An Ordinary Seaman is the entry-level rank in the deck department. His duty

is very much like the ABs. However, they require much supervision especially

the new ones. Hence, they are partnered with an experienced AB.

Ordinary seaman are not allowed to steer the ship even if they have the

necessary certificates. They are also not permitted to perform working aloft and

tank entries.

Their main duty is assisting the ABs while learning about the job so they can

be ready to get a promotion.

Deck Cadet

On some shipboard organization, the Deck Cadet is positioned just before the

Third Officer. However, some organizational charts place him at the bottom of

every department either deck or engine.

A Deck Cadet’s duties depend on the culture of the ship. On some vessels, he

spends his time mostly on deck doing maintenance together with the ratings.

Meanwhile, some ships assign deck cadets only on the bridge. Still a few

follows the program laid out in their Training Record Book.

of 29

The main duty of a Cadet is training. He must learn the different jobs on board.

He can achieve this through immersion. Engine Department

Engineering department is the term used referring to the crew working below

deck or inside the engine room.

A ship is equipped with various machines, electrical equipment and propulsion

system. The engine crews’ job is to keep them running and in good working

order.

Their work includes inspection, maintenance and repair of all machineries.

These include the main engine which is the heart of the ship.

Chief Engineer (C/E)

The head of the shipboard engineering department is the Chief Engineer (C/E).

He is the overall in charge of engine room safety, machinery

operation, maintenance, bunkering and technical administration.

Specifically, he keeps very much attention to the paper works, checklists and

managerial tasks within his departments. He answers directly to the Captain.

Additionally, he is responsible that proper entries are made into the Oil Record

Book and Engine Log Book.

Second Engineer (2/E)

Sometimes called First Assistant Engineer (1AE), the Second Engineer is the

rank below Chief Engineer. He is the Executive Officer of the ship’s Engine

Department.

Since the Chief Engineer is buried with paper works, the Second Engineer does

the planning, scheduling, delegating and directing the maintenance plan inside

the engine room.

of 29

Third Engineer (3/E)

The 3rd Engineer is responsible to the Second Engineer for normal maintenance

and watch keeping duties. In other ships, he is also called Second Assistant

Engineer (2AE).

He is responsible for the general maintenance of the machinery and equipment.

Under the supervision of the 2nd Engineer, he ensures that there are sufficient

bunkers in the day tanks.

Fourth Engineer (4/E)

A 4th Engineer’s job includes studying and practicing the 3rd Engr.’s duties. His

day starts with a toolbox meeting with the other engineers and crew. The

Second Engineer normally gives him the job for the day.

As the lowest engineer ranking on board, some of his duties include the

maintenance of purifiers, air compressors, sewage treatment and general

maintenance.

His responsibilities may overlap or interchanged with the other engineers due

to different company regulations.

Electrician or Electro-Technical Officer (ETO)

The Electrician is one of the most vital technical ranks on board. Since a ship

is mostly run by automation, an ETO plays a major role in keeping them

running at all times.

In the vessel’s organizational hierarchy, the electrician reports directly to the

Chief Engineer. He normally does not have a watch but is a day worker and

can be called any time.

He also works in the deck department especially with the Chief Officer.

Fitter

A Fitter’s job on board is well, fitting a ship. But that’s too broad and too

narrow at the same time. Fitters are highly skilled workers and are usually

of 29

found inside the engine workshop. They are strong and adept in using various

of measuring tools.

Their expertise includes riveting, grinding, welding, drilling and the use of lathe

machine. They are very good at assembling, disassembling, reassembling and

building new parts of a machine which are damaged.

Motorman/ Oiler

A Motorman or Oiler’s job includes inspection and maintenance of pumps,

motors, turbines and condensers on board. His care for these equipment

involves greasing, lubricating, de-rusting and painting if necessary.

Wiper

The Wiper is the Ordinary Seaman’s counterpart in the engine room. His job is

that mainly of support to those ranks above him.

In most occasions, he is in charge of the general cleanliness of the engine

room, engine work shop and engine control room.

He can be seen assisting the engineers cleaning the purifiers, dismantling

motors and doing routine maintenance.

Engine Cadet

Like the Deck Cadet, an Engine Cadet’s duty is mainly to learn the different

jobs in the Engine department. His training scheme is directly supervise by the

Second Engineer.

Because of the various jobs in the engine room, he is normally paired to the

Engineers, electrician and even with the ratings.

Steward Department

In most merchant vessels, the Steward department comprises the smallest

number of crew in the shipboard organization.

of 29

But that doesn’t mean they’re less important. In fact, the Steward Department

is the “backbone” of the organizational structure. Let’s take at look at what

they do.

Sometimes, they are also called the Galley Catering Department. Their main

job is to prepare meals for the crew. Not just ordinary meals but the delicious

and healthy ones

Chief Steward

A chief steward is the highest ranking member of the galley department. He

directs and supervises the planning and preparation of meals. Moreover, he is

responsible for cost control and requisition of provisions.

Chief Cook

Some ships employ only a chief steward or chief cook but the same person

performs both the job of the cook and steward. This scheme is usually part of

cost cutting strategy especially on merchant ships where the crew is only

small.

A Chief Cook’s job is to prepare and cook the meals for the crew. He maintains

the cleanliness and orderliness inside the galley and the provision room.

Messman

While the Officers and Engineers are busy with their work, the Messman is the

guy in charge of cleaning their cabins.

His area of expertise is inside the Mess hall where he keeps it clean and

orderly. Before meals, he sets the table by preparing the plates, utensils, chairs

and ensures that the ketchup is not empty.

He is also incharge of washing the dishes and filling the fridge with milk, juice,

yogurt, bread and other beverages that the crew needs.

of 29

- Every ship follows an organizational structure which may be slight

different from another. The crew’s job is to adapt to the current

system on board.

- This isn’t hard to do since the job follows a similar approach with

your experience. This article doesn’t cover all of the ranks on board

like the Deck Boy, Messboy, Welder, Apprentice Mates and

Engineers.

of 29

Employee policies and procedures

At-will employment. This statement reiterates that either you or the employee can terminate the employment relationship at any time and for any reason, as long as the reason is a lawful one.

Anti-harassment and non-discrimination. These policies prohibit

harassment and discrimination in the workplace.

Employment classifications. It is a best practice to clearly define

employment classifications, such as full-time, part-time, exempt or non-exempt since an employee's classification can dictate eligibility for benefits and overtime pay.

Leave and time off benefits. These policies address a company's rules and procedures regarding holidays, vacation, sick, and other types of

time off benefits, or leave required by law

Meal and break periods. A policy on meal and break periods informs employees of the frequency and duration of such breaks as well as any rules or restrictions related to break periods.

Timekeeping and pay. A timekeeping policy informs employees of the method for recording time worked and the importance of accurately

recording their time.

Safety and health. Safety policies describe safety and emergency procedures and require employees to report work-related injuries immediately.

Employee conduct, attendance and punctuality. Attendance policies make it clear that employees must be ready to work at their scheduled

start time each day and provide procedures for informing the company of an unscheduled absence or late arrival

Hiring forms. There are a variety of forms that can help you identify qualified candidates during the pre-hire process, such as a job

application and candidate evaluation form

Receipt of company property. If you provide employees with equipment, tools, or other company property, use this form to document what was provided to the employee.

of 29

Handbook acknowledgments. When an employee signs this form, he or she acknowledges that they are responsible for reading and complying

with all company policies

Leave of absence. Have employees submit requests for time off or other

types of leave in writing. In some cases, the federal government or your state government may provide sample forms

Reasonable accommodation requests. Federal and some state laws require employers to provide reasonable accommodations for applicants

and employees with disabilities, or sincerely held religious beliefs and practices

Performance and discipline. Document all performance and disciplinary events, whether positive or negative.

https://sbshrs.adpinfo.com/blog/an-employee-asked-for-an-accommodation-now-what

of 29

Defining performance expectations criteria

To perform well, employees need to know what is expected of them. The starting point is an up-to-date job description that describes the essential

functions, tasks, and responsibilities of the job. It also outlines the general areas of knowledge and skills required of the employee an employee to be successful in the job.

Performance expectations go beyond the job description. When you think about high quality on-the-job performance, you are really thinking about a range of expected job outcomes, such as

What goods and services should the job produce?

What impact should the work have on the organization?

How do you expect the employee to act others?

What are the organizational values the employee must demonstrate?

What are the processes, methods, or means the employee is expected to use?

In discussing performance expectations an employee should understand why the job exists, where it fits in the organization, and how the job's responsibilities link to organization and department objectives. The range of

performance expectations can be broad but can generally be broken into two categories:

Results (The goods and services produced by an employee often

measured by objectives or standards)

Actions & Behaviors (The methods and means used to make a product and the behaviors and values demonstrated during the process. Actions

and Behaviors can be measured through performance dimensions.)

Performance expectations serve as a foundation for communicating about performance throughout the year. They also serve as the basis for reviewing

employee performance. When you and an employee set clear expectations about the results that must be achieved and the methods or approaches needed to achieve them, you establish a path for success.

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LO4. SUPERVISE TEAM PERFORMANCE


1. Monitor team member’s performance in respect to the defined performance criteria.

2. Provide team members with feedback, positive support and advice on strategies to overcome any difficulties.

3. Inform team members of any changes in the priority allocated to

assignment or task. 4. Provide communication follow-up on all issues affecting the team.

CONTENTS:

Knowledge and skills in monitoring team member performance

Monitoring team operation to ensure client needs and satisfaction

Methods of monitoring performance

Informal/formal counselling skills CONDITIONS:


Performance expectation worksheet

Relevant legal requirements

METHODOLOGIES:


Demonstration

Modular

ASSESSMENT METHODS:

Written examination

Direct observation

of 29

There are simple five ways to monitor the performance of the members:

1. Watch the members work. One of the most effective ways to monitor a member's performance is with your own eyes.

2. Ask them a questions about what they’re doing

3. Help members use self-monitoring tools.

4. Review work in progress on a regular basis

5. Ask around a little.

Monitoring team operation to ensure client needs and satisfaction

1. Listen to your customers by monitoring interactions.

2. Capture all of your customer feedback channels..

3. Ask your customer what they think. It’s very important to map high-

quality interactions with your customers’ expectations, comparing

internal evaluation scores with customer scores.

4. Use quality monitoring to help agents improve skills. Evaluate

interactions to identify skills gaps, and provide individual learning

opportunities where there are deficiencies.

5. Provide continuous coaching that will help improve agent performance

and productivity. Coaching is key to consistent customer service.

6. Measure your results and keep track of continuous feedback and

evaluation to monitor and measure progress.

of 29

Informal/formal counselling skills Formal counselling is defined as ongoing and timed sessions based on a

relationship and an explicit contract. Informal counselling is defined as incidental conversations that aim to promote well-being and autonomy within

the education environment.

Informal counseling is defined in different ways. It consists of nothing more entering into conversation and listening to someone, such as being available or pulling someone aside for a quiet word about some problem they're having.

However, in a work situation, for example, as a supervisor might engage in informal counsel on the spur of the moment about something that happened

only a second ago. In fact, this is probably the best use of this type of counseling, according to some.

Formal counseling may include a review of applicable standards and policies, actions which may be expected if performance or conduct does not improve,

and a reasonable time period established for correction and review.

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