Questions To Help Understand Employee Performance And Coaching For Improvement

Key Questions to Help Understand Performance

Q1: List three behaviors that you display as manager of Warblers Café and Convention Centre, to be a role model for your team.

1. Arriving at the workplace within the appropriate time so as to ensure smoothing running of events.
2. Ensure that the environment is attractive to all customers.
3. Always consult on adjustments to be made during various events.

Q2: As a manager, how can you show your support for the goals of Warblers Café and Convention Centre?

I would offer resources need to execute various goals as well as to recruit experts in all areas of specialization.

Q3: List three ways you can show your professionalism in your interactions with team members.

1. Always ensure effective and efficient communication with team members.
2. Always consult on issues that need to be addressed so as to promote clarity of tasks.
3. Always ensure individual performance is high so as to culminate in high team performance.

Task 2: Develop teams

Q1: What are the long-term goals for Warblers Café and Convention Centre?

1. To enhance customer services with top quality services.
2. To cater for customers from different levels and origins.
3. To be a center of quality hospitality provision.
4. To become benchmarking tools for other hospitality organizations.

Q2: What process would you follow to determine the team goals for the café?

1. Set the vision and mission that are in line with the goals and objective.
2. Collect a team of members to work towards those goals.
3. Offer resources to the team.
4. Monitor the progress through key performance indicators.

Q3: List three appropriate team goals?

1. To offer quality services.
2. To execute duties within the appropriate time and schedule.
3. Enhance team performance from the individual level of performance.

Q4: List three appropriate goals for Jemma, the café supervisor:

• Her long-term goals are to be a manager like you one day.
• She has been with Warblers Café for two years and has been a supervisor for one year.
• She has some conflicts with some team members.
• She can speak disrespectfully to some team members.
• Her customer service skills are very good.
• She needs to work on her ability to motivate her team and get the best out of them.

Task 3: Manage team performance

Q1: What responsibilities do you allocate to each team member? You can allocate more than one team member for each task.

• Jemma – Cafe supervisor
• Lisa – Front counter server
• Travis – Front counter server
• Meg – Chef
• David – Sous chef
• Sasha – Sandwich hand
• Kat – Front counter server
• John – Sous chef

Q2: What methods of communication do you use to communicate the promotion and allocation of job roles to your team members?

Open communication method so as to reach all team members.

Q3: What actions do you take to encourage your team to take responsibility for the role you have allocated to them?

I would reward individual effort and performance so as to motivate my team members to take their responsibilities seriously.

Q4: List three ways you can encourage innovation in your team.

1. Facilitating research of members.
2. Providing resources to initiate new innovations.
3. Rewarding the best innovations.

Q5: How do you encourage team innovation for the $9 lunch promotion task?

By extrinsic motivation to team members so as to promote the tasks delegated to them.

Q6: List three barriers to delegation.

1. Team members want to avoid responsibilities.
2. Fear of accountability.
3. Time-consuming

Q7: After you have delegated the tasks for the lunch promotion, Kat the front counter server approaches you and says that she doesn’t feel comfortable doing the task you allocated as she feels that it is your job as manager to complete the task.

She says, ‘I don’t get paid as much as you, so why should I do it?’ How do you respond to this?

I would advise her the need for embracing team performance and intrinsic motivation. I would also assist her in executing the task so as to indicate teamwork.

Q8: After you have delegated tasks, you are told by the team working on promoting the campaign that they have not been allocated enough funds for the task they have been given.

They require more funding to print flyers and for a large sign, that will be placed on the major road in front of the café.

Understanding Company Goals, Vision, and Strategy

You were only given a limited amount of money for promotion by head office. What is your response to this? What action would you take?

I would make them understand that we are working with scarce resources. I that case, the little money allocated to them should be used appropriately. I would promise them that I am in a process of securing more money from the head office.

Q9: What do you say to the executive management team in order to highlight your team’s concerns and offer suggestions to assist your team?

I would consult my team on all the requirements to execute the tasks. Thus, the management should offer extrinsic motivation and resources to my team members.

Q10: After your meeting with the executive management team, you are given more funds for your team’s promotional activities, but only enough for the street-facing signage – not for the flyers.

Explain how you share this information with your team. Provide a script of what you say.

“The money allocated to the requirement of tasks is not satisfying. However, we will use the money for street-facing signage as we wait for more money on flyers from head office.”

Q11: What other free forms of advertising can you recommend your team use instead of flyers?

Billboards.

Q12: What will the café’s KPIs be for the $9 lunch promotion?

1. Increase in customer level.
2. Increase in revenue collected.

Q11: How do you monitor team performance for this task? I would check whether the goals have been achieved as well as listen to what customers say about our performance.

Q12: How will you get feedback from team members about how the promotion is going?

Through reports and dairy performance return targets.

Task 4: Monitor team performance

Q1: You call a meeting with the team to sort this out. What do you say at this meeting?

I first recommend the team members who are performing their duties. I then request the chefs to improve their performance. I will also recommend individual rewarding so as to motivate those chefs.

Q2: How do you encourage open and supportive communication?

I would do so by involving all team members in decision making so as to gather necessary information that will promote team performance.

Q3: What could you do to solve this problem?

I would ask individuals to raise their views concerning the whole process so as to meet a win-win situation.

Q4: What opportunities do you provide to each team member to improve their performance, after you observed them?

Jemma- to respond to all team members ethically so as to promote team performance.

Lisa-to concentrates on her duties so as to enhance smooth performance.

Travis- to concentrate on her duties so as to enhance smooth performance.

Meg-to improves on her quality assurance in the department.

David-to improves on his presentation of food to the customers.

Sasha- to improve his presentation of food to the customers.

Kat- to speak ethically and respectively to other team members.

John-to improves his speed to respond to customers.

• Working the counter- To ensure that the flow of activities takes place appropriately at the counter.
• Using the register- to record appropriate and accurate data in the register.
• Serving customers-to provide the clean mean presentation.
• Bringing meals and beverages to the table- carry the meal in a decent manner so as to satisfy the customers.

Q1: How do you motivate your team so that they achieve their KPIs and team goals, especially for the $9 lunch promotion task?

1. I would reward individual performance.
2. I would facilitate their commissions and allowances.
3. I would ensure promotions are accorded to top performing team members.

Q2: It has been two months since the launch of the $9 lunch promotion at Warblers Café. You are reviewing the customer numbers, total sales and customer feedback and the promotion have been an overwhelming success. The following goals have been met.

• Increase customer sales and intake by 20%. (This is up to 40%.)
• Increase efficiency in service. (Feedback from customer surveys has averaged 4.5 out of 5 stars.)
• Decrease customer wait times. (Customers surveyed said they waited less than one minute to be served and 15 minutes for meals.)

Jemma, in particular, has done an amazing job of overcoming all conflicts and issues with team members to create a cohesive team that works well together.

You are extremely pleased with the team at Warblers Café.

How will you acknowledge Jemma’s individual good performance to the whole team?

I would offer a promotion to Jemma as a way of recognizing her efforts.

Q3: What other forms of rewards and recognition will you provide to the team for meeting their KPIs?

References.

Arnold, J. (2010). Coaching Skills for Leaders in the Workplace: How to Develop, Motivate and Get the Best from Your Staff. How to Books.

Kanungo, R.N., & Manuel, M.  (2014). Work Motivation: Models for Developing Countries. Sage Publication put.

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