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Assessment Task 1 BSBWOR501 Manage personal work

priorities and professional development

Manage personal work priorities

1. Review your job description and your organisation’s business plans, business goals, policies and
procedures.

Job Description

Barista job

Advances coffee selling by instructing clients; offering espresso and espresso crushing and blending
gear, extras, and supplies; planning and serving different varieties of coffee beverages, alongside
baked goods and treats.

Responsibilities:

Welcome clients by deciding their espresso advantages and needs.

Improve quality outcomes by considering, assessing, and re-planning forms; executing changes;
keeping up and enhancing the presence of the store and bistro.
Update work information by taking an interest in instructive open doors; perusing espresso, retail
exchange, and sustenance benefit distributions; keeping up individual systems.
Generate incomes by pulling in new clients; characterising new and extended administrations and
items.
Maintain inventories by recharging espresso bean supply; stocking espresso fermenting hardware;
looking after provisions, cakes, and treats for bistro.
Enhance bistro notoriety by tolerating possession for fulfilling new and diverse solicitations;
investigating chances to increase the value of occupation achievements.
Educate clients by exhibiting and clarifying the espresso drink menu; noting questions.
Sell espressos, espresso crushing and blending gear by clarifying contrasts in espresso beans and
espresso arrangement machines; exhibiting how preparing hardware works.
Prepare and offer espresso drinks by taking after recommended formulas and arrangement
strategies for espresso beverages, for example, expresso, expresso lungo, caffe latte, and
cappuccino.
Keep gear working by taking after working guidelines; investigating breakdowns; looking after
provisions; performing preventive upkeep; calling for repairs.
Maintain sheltered and sound workplace by taking after association gauges and sanitation
directions.
In your journal, provide a list of the organisation’s policies, procedures and plans that will inform
team and personal goal setting.

Customer Service Policy

Taking care of our customers is our highest priority. At ”MY CAFE” the customer always come first!!!

Customer complaints
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No one likes complaints but they are part of the hospitality industry. Complaints can help us to
understand where we can improve our café. Demanding clients push us to do of our best and
resolving problems successfully can increase customer loyalty if they are handled properly.

When faced with a customer complaint:

Listen to the full complaint without interrupting or getting defensive.

Apologise for the problem and tell the customer you will take care of the problem, and get a
manager.
Always inform a manager of the incident.
If the complaint is product related, remove the offending item immediately.
Performance Management Policy

Scope

The scope of this policy covers the performance management process by employees and contractors
of MY CAFE

Purpose and Aims

The development and progress of individual employees are fundamental to MY CAFÉ future
performance. In addition to providing the opportunities for professional development, MY CAFE
aims to help individuals by monitoring and supporting them in their personal growth and
development.

The aims of this policy are to ensure:

employee development opportunities are recognised and

implemented efficiently and effectively

consistent employee development practices and principles are applied across the organisation
employees are developed systematically on the basis of defined needs and that development
undertaken is cost-effective and meets agreed standards.

2. Based on your job description (and following your organisation’s business plans, goals, and
applicable policies and procedures), establish four to five goals (including both-personal and team
goals).

In your journal, describe how and why you established goals. Explain the value of personal and team
goal-setting in an organisation.

Business Goals (Vision+Mission)

Vision Statement:

Within 5 years, “MY CAFE” will have established itself as a premiere provider of best coffee and food
for ethically and socially aware coffee drinker in the society. “MY CAFE” will have expanded to a
number of key locations in the Commercial Business areas.

Mission Statement:
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“MY CAFE” provides a unique and compelling café experience for the discriminating and socially
aware coffee drinker. “MY CAFE” provides:

High quality, fair trade, coffee

Superior hot and cold gourmet food and beverages
Consistently high level
Goals

Goal 1 - Increase of coffee sales of 15% by December 2019.

Goal 2 - Serve 5 % of beverages made in our stores in personal tumblers.
Goal 3 - 10 new customers by the end of the quarter.
Goal 4 - Expand the business to other 2 locations in Melbourne by the end of the year.
These goals can describe what the company plans to accomplish in terms of market share, growth
and profitability. Goals may also be set for internal measurement like expanding staff or boosting
employee morale. Businesses should aim to have goals that are specific, measurable, attainable,
relevant and timely. There are many benefits to setting goals.

Set goals using the SMART principle: specific, measurable, attainable, relevant and timely.

S – Specific (or Significant).

M – Measurable (or Meaningful).
A – Attainable (or Action-Oriented).
R – Relevant (or Rewarding).
T – Timely (or Tractable).
This will enable employees to gauge their progress, see how their efforts are having an impact and
assess how far they have yet to go to reach the goal.

Employees who clearly understand their individual goals-and how they relate to those of your
company-naturally become more engaged with their work. Once employees see how they can make
a direct contribution to your company's success, they begin to focus on finding ways to work smarter
and more efficiently. This boost in employee productivity will naturally lead to increased operating
margins and profitability for your company.

3. Develop KPIs to measure performance related to work goals.

In your journal, describe:

a. How the KPIs will be used to measure goal-related performance.

Develop KPIs to measure performance related to work goals

Number of complaints per month from 1/1/2018 – 31/12/2018

Number of coffees made without using cups from our store
Percentage of customer satisfaction
Track net profit of existing café
I will try to diminish the number of complaints and keep satisfied the customers to increase the
sales.
I will calculate the number of made coffees and used cups over a period of time.
In order to get more customers is required to observe the percentage of customer satisfaction.
To open up two other stores will be required to track the current income to cover the expenses of
the other two locations.
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b. How you will maintain performance under varying conditions and contingencies. Give specific
examples.

Asking for feedback from colleagues, management and key stakeholders

Feedback can improve performance. Feedback is often mistaken for criticism. In fact, what is viewed
as negative criticism is actually constructive criticism and is the best find of feedback that can help to
formulate better decisions to improve and increase performance.

Continuous self-assessment
Self-assessments, also known as self- evaluations, are popular tools used by management to learn
how employees view their own performance. These assessments help close the gap between
expectations and performance, and provide a channel to open communication about goals,
opportunities and development.

Café staff performance appraisal

Performance appraisal serves as a motivation tool. Through evaluating performance of employees, a
person’s efficiency can be determined if the targets are achieved. This very well motivates a person
for better job and helps him to improve his performance in the future.

Measurement against KPIS such as set sales targets

Performance measurement and target-setting are important to the growth process. For example, if
the coffee shop succeeds or fails on the quality of its customer service, then that's what I need to
measure - through, for example, the number of complaints received.

c. How, given your own personal strengths and weaknesses, you will capitalise on or minimise the
effect of these personal traits in your work plans.

One of my strengths is customer service because of that I will focus on keeping the highest quality
customer satisfaction possible in order to increase the sales of coffee.

4. Consider a range of activities to advance work goals. Prioritise possible activities. Choose two
work goals to develop work plans for.

Discounts on purchasing coffee and acquisition of additional benefits when purchasing.

Put a sign in front of the stores where it says that if you take your personal cup you will get 20%
discount on every purchased coffee
To increase the number of customers advertise café on internet and tv
Explore best areas in Melbourne to open new stores
In your journal, describe the process you undertook to prioritise activities. Describe competing
demands and how you plan to manage these to achieve goals.

Journal

The process that I undertook to priorities activities is:

Choose a timeframe
Select the time-frame of the priorities list you hope to create to help you start managing those
priorities and translating that stress into meaningful action.

Short term goals that have to be done in the following hours

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Long term goals might include larger ambitions that will need to be broken down into multiple steps
you'll also need to prioritize.

Categories things to do.

It may be helpful to break everything up into separate categories, basically creating different to-do
lists for the different areas

Put the list in order.

Identify the most important or urgent activities on the list and rewrite the list with those at the top.

Keep the list visible.

Especially true for long-term lists, keep your list somewhere visible where you'll be able to use it as a
reminder for what you need to finish, actively crossing out or checking off the items as you complete
them.

5. Referring to the template provided in Appendix 1 as an example, use Microsoft Word to develop
two work plans to achieve the two goals you have prioritized.

Work plan

In your journal, describe the process of developing your plans to manage work priorities. Describe
how you have used the plans to manage time efficiently.

Journal
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My list of prioritized tasks became my plan. I revisited the plan regularly and made adjustments to it
when needed.

By breaking larger tasks down into smaller, more manageable tasks I found each task easier to keep
track of and achieve. This also helped me to make better use of my time.

6. In your journal, describe:

a. How you will ensure you serve as a positive role model through work planning and organisation.
Give examples. Describe how your work plans serve as examples to follow in your workplace.

Effective role model

Demonstrate confidence and leadership:

A good role model is someone who is always positive, calm, and confident in themselves. You don’t
want someone who is down or tries to bring you down. Everyone likes a person who is happy with
how far they have come, but continues to strive for bigger and better objectives.

Communicate and interact with everyone.

Good communication means listening as well as talking. People are energized by leaders who explain
why and where they are going. Great role models know they have to have a consistent message, and
repeat it over and over again until everyone understands.

Demonstrate passion
Role models show passion for their work and have the capacity to infect others with their passion.

Give Feedback
Regularly I taste coffee drinks made by other baristas at my cafe to ensure consistently high quality
that meet our standard. If required I give them suggestions to how improve their coffee skills.

b. How you will maintain appropriate work–life balance, manage stress and maintain health.

How will you maintain appropriate work-life balance?

Balancing the demands of a busy lifestyle is not an easy thing to do, but is best managed by regularly
reviewing and assessing your priorities.

Here are a few ideas to help you strike a good work-life balance:

Set goals around what you value highly

Manage your time effectively—review job activities, priorities and success factors
Create a boundary between balancing work and personal time-leave work at work where possible
Build resilience and have a positive attitude
Avoid stress, mental exhaustion and burnout—fatigue affects your ability to work productively
Maintain a healthy lifestyle—look after yourself, eat well, sleep well and set aside a little time to
exercise or pursue an activity that you enjoy
Enlist a good support system—learn to delegate, we all need a little help sometimes
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Enjoy your work.

How to manage stress

Managing stress is about making a plan to be able to cope effectively with daily pressures. The
ultimate goal is to strike a balance between life, work, relationships, relaxation and fun. By doing this
you are more able to deal with daily stress triggers and meet these challenges head on.

Some strategies that can help you look after your mind and body, and in turn help you to better
control behaviours that result from too much stress include:

Your body

Know your stress triggers

Recognise early warning signs and symptoms and act on them to reduce stress
Practise relaxation techniques or meditation
Eat a well-balanced, healthy diet
Exercise regularly—aim for at least 30 minutes every day
Get enough sleep—aim for around 8 hours every night.
Your thinking

Try to worry less about things you can’t control, and make plans for dealing with the things you can
control
Se0t small, manageable and achievable goals
Apply problem-solving techniques—identifying the problem, clarifying its nature and map out
options for dealing with it
Choose to have a positive attitude
Think positively about yourself and your achievements
Take time out to visualise a calm and peaceful place
Compete against yourself, not those around you and aim for your personal best
Develop, keep and use your sense of humour.
Your behaviours

Plan and organise ahead to allow enough time to get tasks done
Use 'to do' lists and set priorities to help you achieve your goals
Be open and honest with people, rather than hiding your thoughts and feelings
Seek guidance and support when you are feeling stressed
Create a balanced lifestyle for yourself and allow time for recreation and relaxation
Reward yourself when you reach your achievements and goals
Limit your intake of alcohol, caffeine and other drugs.
How to maintain health at work

We spend a lot of time at work, so it's important that our health is a priority while we are there.
Here are some tips to help make our work life healthier.

Avoid strains and sprains

Don't 'soldier on'
Work safely outdoors
Take care of your eyes and ears
Diet and exercise matter at work
Avoid work travel hazards
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7. Submit your position description, work plans and journal to your assessor as per the
specifications below. Ensure you keep a copy of all work submitted for your records.

Specifications

You must provide:

a position description
two work plans produced using Microsoft Word
Your assessor will be looking for evidence of:

use of literacy skills to interpret written job descriptions, business plans, policies and procedures,
etc.
use of organisational skills to set and achieve priorities
application of principles and techniques of performance measurement:
identification of personal behaviour to assist in managing work priorities and work–life balance
goal setting
time management
application of organisational policy, plans or procedures to setting or planning the achievement of
work goals
application of knowledge of work practices to improve personal performance.
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BSBWOR501B Assessment Task 2

Develop and maintain professional competence

Performance objective

The candidate will demonstrate the skills and knowledge required to develop and
maintain professional competence.

Assessment description

You will develop a professional development plan with career objectives and an
action plan. To assist in the development of your plan, you are required to seek
feedback on your professional competency. You are required to keep a journal
containing your refection on and explanation of the process of planning professional
development.

Procedure

1. Assess your personal knowledge and skills against competency standards such
as enterprise specific competencies or nationally endorsed units of
competency.
In your journal, describe the process you undertook to assess your
professional competency.
2. Seek written feedback from two people who are familiar with your work and
can assess aspects of your professional competency such as employees,
colleagues, clients or supervisors.

In your journal, describe the process of seeking, receiving, analysing the feedback
and applying the feedback to your professional development plan.

3. Using the template provided in Appendix 1, develop a professional

development plan. You should include:
o Development opportunities such as training. Include opportunities to
undertake within 1 year and within 5 years.
o New skills you aim to acquire to achieve or maintain a competitive
edge
o Planned participation in networks or professional associations to
enhance professional development
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o Timeframes in which to achieve development opportunities, new skills,

participation in networks

In your journal, you should discuss:

 The process you undertook to identify, evaluate and select the development
opportunities included in your professional development plan. Discuss
learning styles and application to your planning
 New skills you plan to acquire. Explain how acquiring these skills will provide a
competitive edge.
 Examples of networking you have undertaken or are currently undertaking to
enhance knowledge, skills or work relationships
4. Submit your professional development plan, feedback and journal to your
assessor as per the specifications below. Ensure you keep a copy of all work
submitted for your records.

Specifications

You must provide:

 a professional development plan

 written feedback from two people in a position to assess aspects of your
professional competency
 a journal.

Your assessor will be looking for evidence of:

 communication skills to receive, analyse and report on feedback

 application of principles and techniques of planning professional development
 knowledge of management development opportunities
 knowledge of types of learning styles and application to professional
development planning.

Adjustment for distance-based learners:

 no variation of the task is required

 a follow up interview may be required (at the discretion of the assessor)
 documentation can be submitted electronically or posted in the mail.
Professional development opportunities/ training
Timeframe Description of Skills/ competency to develop
opportunity/training
3 Months In order to effectively manage the Effective project management.
project, training of a project
management software will be Scheduling and prioritising task.
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required. In this required,

Primavera, of Microsoft Project
can be selected based on
availability of courses.
6 months The success of a project is Communication skills
largely dependent on effective
communication during the Conflict management
project. Conflicts are part of
workplace communication and
effective conflict management
is required to assure the success
of projects. Therefore, training
of conflict management can be
useful in order to assure
maximum and productive level
of communication.
6 months The ultimate aim of every project Customer centricity
and its success is centred to the
satisfaction of customers. The
planning team should have a
productive relationship with the
customer and all actions should be
customer centric in order to
satisfy the customers. Thus, a
training of customer centricity can
be included in the required
competencies.
6 months A person involved in the planning Negotiation skills.
of overall project often need to
contact a number of stakeholders.
These stakeholders include
suppliers at the top of the list. In
order to finalise the deal, effective
negotiation skills are necessary
and can be included in the
personal development plan.
Feedback: Feedback will periodically be arranged by the assessors. An initial feedback is collected for after 2
months and activities are on track, i.e. the individual has taken admission in a course of Microsoft Project,
and project management skills are improved to assure timely completion of the project.

Networking activities

Timeframe Description of networking Opportunity/professional

activities advantage
3 months Engagement with the internal This will result into a better
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stakeholders of the project will communication with all

be increased. In order to do so, internal stakeholders of the
frequent informal meetings project. In addition to this, it
will be conducted with the will enhance the personal
downstream staff. In addition bonding of the staff member,
to the feedback on and they will work more
professional activities, efficiently to meet their
personal experience of the targets.
individuals will be explored to
ensure a strong bond.
6 months As supplier development is This activity will enhance the
crucial in the project planning, negotiation skills by providing
as a networking activity, three a practical platform to apply
alternate suppliers will be the theoretical concepts. In
explored and negotiated. This addition to this, it may result
networking activity will into a long-term and effective
provide an opportunity to contract with some potential
enhance the negotiation skills. supplier.
6 months Other project management This networking activity is
professionals in the field can more of a personal
help in various ways, development of the individual.
particularly those having a In addition to this, it will
higher level of experience. strengthen the overall grip
Networking with an over project management.
experienced community of
project management can
enhance the skills and provide
further opportunities in the
field.
Feedback: As of the personal development plan, assessment will be a continuous practice on this.
For a feedback of two months, the individual has developed one more supplier and score more
than 80% marks in engagement survey with internal stakeholders.

Journal
Date/ day Work/ activity Team/ How did you
Personal manage it?
Goal(s)
achieved (Personal
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behaviour/
managing work
priorities/work-
life balance/
goal setting/
time
management)
1 Confirmation of To plan the project by Time management
project breaking it down to
sub-activities with Managing work priorities
defined deadlines and
responsibility.
2 Aligning the To plan the project by Time management
resources for the breaking it down to
project sub-activities with Managing work priorities
defined deadlines and
responsibility. Goal setting
3 Planning of the To plan the project by Time management
project based on breaking it down to
activities sub-activities with Managing work priorities
defined deadlines and
responsibility. Goal setting
4 Arrangement and To maintain high level Time management
deputation of of quality as
resources for quality committed with the Managing work priorities
check client by utilising all
available resources of Goal setting
the organisation.
5 Regular follow-ups To maintain high level Time management
with the quality team of quality as
and communication committed with the Managing work priorities
with respective client by utilising all
stakeholders. available resources of Goal setting
the organisation.
6 Prepare and agree on To engage all team Time management
a plan with deadline members in order to
and responsible achieve the targeted Managing work priorities
person. goals of the project.
Goal setting
7 Conduct follow up To engage all team Time management
meetings members in order to
achieve the targeted Managing work priorities
goals of the project.
Goal setting
Feedback: The activities are aligned with the personal and team goals of the individuals and likely
to result in a productive output.
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