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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
ASSESSMENT CRITERIA:
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:
The students/trainees must be provided with the following:
Learning materials - relevant legal requirements
- manuals
METHODOLOGIES:
Traditional /lecture
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.
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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.
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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.
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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.
Page 12 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.
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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
ASSESSMENT CRITERIA:
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:
The students/trainees must be provided with the following:
Performance expectation worksheet
Relevant legal requirements
METHODOLOGIES:
Traditional /lecture
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.
Page 17 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.
Page 18 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.
Page 19 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.
Page 20 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
Page 21 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.
Page 22 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.
Page 23 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.
Page 24 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.
Page 25 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.
Page 26 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.
Page 27 of 29
LO4. SUPERVISE TEAM PERFORMANCE
ASSESSMENT CRITERIA:
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:
The students/trainees must be provided with the following:
Performance expectation worksheet
Relevant legal requirements
METHODOLOGIES:
Traditional /lecture
Demonstration
Modular
ASSESSMENT METHODS:
Written examination
Direct observation
Page 28 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.
Page 29 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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