Task 3

Part A
1. You will need to plan and deliver manager training to assist managers to implement
performance management. Your training will need to be consistent with any process you
developed in Assessment Task 2 as well as being consistent with Australian Hardware
policies and procedures. For example, if you outlined a process of biannual performance
review in Assessment Task 2, your training session should not present information that is
contradictory to the biannual review process.

Manager training is to be implemented nation-wide. As a first step, you will plan and
deliver pilot manager training to the Wollongong managers. The learners include:

• mangers aged 25–50 years

• managers who like to observe others before doing
• managers who have requested lots of activities.

Complete the Learning and Development Plan Session Template (Appendix 3) to plan
training for Wollongong managers. Remember to plan strategies for winning the support
of managers for implementing processes. You will plan a 15 minutes session that:
• briefly outlines the main features of the performance management process,
such as:
o setting up of KPIs
o regular monitoring of performance
o identification of performance gaps
o providing feedback
o managing talent
o staff development
Appendix 3 – Learning and Development Session Plan

Session objectives Plan and deliver training to assist managers to implement performance management

Timeframe Activity Teaching or assessment Tools/resources

strategy or approach to
achieve session objectives
Introduction Discussion Handouts
Presentation TV
9:00-9:25 am Group work Whiteboard/whiteboard
Q&A markers
Paper
Brief Management Discussion Handouts
Teams
Presentation TV
Group work Whiteboard/whiteboard
9:25-10:25 am Q&A markers
Paper/Pens
Assessment
Policy and Procedure
Breakfast
Sandwich
10:25-10:45 Fruits
Breakfast
am
Juice
Coffee

10:45 - 11:45 Key Performance Discussion Handouts

Objectives
Presentation TV
Group work Whiteboard/whiteboard
Q&A markers
Paper/Pens
Assessment
Policy and Procedure
11:45 – 12:45 Key Competency Discussion Handouts
Assessment
Presentation TV
Group work Whiteboard/whiteboard
Q&A markers
Paper/Pens
Assessment
Policy and Procedure
12:45 – 1:45 Personal and Discussion Handouts
Professional
Development Presentation TV
Group work Whiteboard/whiteboard
Q&A markers
Paper/Pens
Assessment
Policy and Procedure
1:45 – 2:30 Lunch Lunch Nachos
Seasoned Hamburger
Chef’s Salad Bar
Sandwich

2:30 – 3:30 Communication Discussion Handouts

Presentation TV
Group work Whiteboard/whiteboard
Q&A markers
Paper/Pens
Assessment
Policy and Procedure
3:30 – 4:30 Leadership Discussion Handouts
Presentation TV
Group work Whiteboard/whiteboard
Q&A markers
Paper/Pens
Assessment
Policy and Procedure
 4:30 – 5:00 Afternoon Tea Afternoon Tea Sandwich
Coffee

5:00 – 6:00 Brainstrming Discussion Whiteboard/whiteboard

markers
Presentation
Paper/Pens
Group work
Q&A Assessment
Policy and Procedure

Write an email to Audrey Wu, Wollongong’s Housewares Manager to:

2. Email to Audrey Wu:

To

Audrey Wu

Housewares Manager

Wollongong

Australian Hardware

Sir,

With all due respect, without proper action, this will pose a major problem for the organization in
the future. The entire workforce would be left unmotivated if the organization failed to deal with
this situation. I believe that communication and adequate training would be the key to coping with
the condition. Employees are extremely important to meet the expectations of the organization at
all times. In this context, I believe that the employee must know the consequences of his action. In
this context, I would like the employee to participate in an individual session, where he would be
duly informed about the possible course of action that would be adopted.

Without adequate effort on the part of employees, no amount of training or performance

improvement session would be successful.

Individual meetings would be very useful to point out an ultimatum to specific employees. At this
meeting, employees will be informed of the problems that the organization faces due to their
actions. In this regard, he will be informed that the organization is condemned to fire him if he does
not work hard to overcome these problems. The final decision must be made in a way that does not
damage the morale of the entire team. If the organization does not make a difficult decision, the
other employees will not accept it. The employee must have two options: he can improve
performance and comply with organizational policies, otherwise the organization will be forced to
resign.

With the efforts of employees, organizations need to assess their performance to find weaknesses.
Identifying weaknesses will help to understand why employees fail to meet performance targets.
After completing the identification process, each employee will receive the appropriate training, the
only objective of which is to improve their weaknesses and overcome challenges. If the employee
achieves any of the goals set out in the training, he will be rewarded. In this way, employees will be
strongly encouraged to shine in training courses and the overall efficiency of employees' work will be
improved. Employees will realize that the organization has high hopes for him and I hope to see him
or succeed in the future. At the same time, the company needs to focus on late fees, which will force
it to go to the office at the right time. I believe that this organization can overcome this situation.

Regards,

General Manager, HR Department

Australian Hardware

Part B

Appendix 4 – Performance Data

Summary of initial training outcomes

Description Outcome Target

Number of employees trained in new 367 4,000
sales model
Number of employees trained in 270 4,000
sustainability practices
Average assessment score of 90% 80%
trainees completing the training
Manager observation of trainees’ Randomised observations show that 45% of 80%
skills on-the-job (use of the new trainees apply some features of the sales
sales model; knowledge of model they were trained in and there is some
sustainability practices) use or mention of sustainability practices
Revenue per trained $20,000 $35,000
salesperson/month
Customer awareness of sustainability 68% of customers are aware of sustainability 95%
practices practices aware
Customer experience satisfaction 67% of customers report being satisfied with 95%
ratings their Australian Hardware shopping satisfied
experience
Interviews with employees and level 1 feedback
Interviews with sales employees immediately after training found that sales employees:

 reported that they enjoyed training very much

 had thought the training and assessment would be much more difficult than it turned
out to be
 found the ten-question multiple choice assessment easy and convenient
 are not sure if they would be able to apply knowledge in face-to-face dealings with
customer.

Interviews with managers

Interviews with line managers yielded the following general observations:

 Employees displayed initial enthusiasm after the training

 Employees are generally unable to transfer learning to actual interaction with
customers, for example:
o sales staff do not mention sustainability as important differentiator for
Australian Hardware
o sales staff do not follow sales model and forget to ask customers about their
specific needs and possible future needs.

a. your interpretation of the performance data

From the performance data table above, it can easily be discerned that
Australian Hardware is constantly failing to meet the target in several
areas. First, while the company's goal was to train at least 4,000
employees in the new sales model, only 367 employees were trained. In
addition, while the company's goal was to train at least 4,000 employees
in sustainability practices, only 270 employees were trained. In addition,
only 45% of trainees apply the new sales model, while the target was
80%. In addition, the organization has failed to raise awareness among
95% of customers about sustainability practices. Likewise, the
organization has failed to satisfy 95% of its customers
a. interventions you will undertake to rectify issues
Support your planned interventions with reference to Australian Hardware as a
learning organisation and addressing performance gaps to achieve specific
organisational objectives and broader long-term goals.

The organization faces great difficulties in not achieving its objectives. In that case,
organizations need to conduct large-scale training to overcome this problem. In
addition, organizations need to conduct performance evaluations based on the new
sales model. In this way, employees will be more focused on the use of resources
learned in training. Employees also need to make them aware of sustainable
practices. The organization must effectively promote its sustainability practices. The
organization needs to adopt a policy in which employees provide friendly and
supportive services. In this way, the level of customer satisfaction will also increase.
5. Training strategy and schedule:

Training objectives Employees trained in new sales model

Employees trained in sustainability practices

Train Managers to observe sales staff in new sales model

Actions

Timeframe Activity: Teaching or assessment Resources:

(training/assessment, strategy or approach to Trainer

coaching or other support, achieve training objectives (number 1–30)

monitoring) Managers

1 day training Employees receive training Written assessment Training facility

on the new sales model
and conducted formal
Multiple classroom training Include
observations of coaching and mentoring in
implementation ongoing employee support
of training
The employees received
1 day training
practical training. As part
of the training, including
Multiple role play, situational
observations of response assistance
implementation
of training
Observation at work The
line manager supervises the
employee sales training Training materials
application Observe the
trainee skills manager at
work (use new sales Assessments
models; understand
sustainability practices)
Observation sheets
and checklists
Sharing ideas regarding
possible course of action in
different situation.
Line managers monitor the
employee’s application of
sales training
Manager observation of
trainees’ skills on-the-job
(use of the new sales
model; knowledge of
sustainability practices)
1. Service Agreement

Service Agreement dated: 3 January 2014

Between
Train Your Way Up

Service Agreement Sponsor – Director of studies for Train Your Way Up, Jan Powers
And
Australian Hardware Human Resources

Service Agreement Sponsor – Susan Black, Human Resources General Manager

2. Scope of services

Sales training to up skill sales staff in the new sales model:

1. Greet the customer.

2. Proactively ask questions to identify the customer’s needs.

3. Present possible solutions and discuss sustainable or environmentally friendly options

where relevant.

4. Close sale and facilitate transaction.

5. Follow up to maintain customer relationship, gather feedback and lay foundation for

repeat business.

Service specifications
The table below describes the services to be provided under this Services Agreement.

Service Scope
Sales model training 4,000 employees

Training on sustainability policy and 4,000 employees

relevant products

Train Managers to observe sales staff in All managers

new sales model

3. Fees and payment terms

The schedule below details the fees and payment terms for the services provided under this
agreement.
 Service
Total costs of training
delivery
4. Service level targets
Services provided under this agreement will be measured against the following performance
standards and timeframes.
Service
Sales model training
Training on sustainability policy and
relevant products
Average assessment score
Train Managers to observe sales staff in
new sales model and In sustainability
practices
Average assessment score
. Monitoring and Reporting:
Service
Sales model training
Training on sustainability
policy and relevant products
Average assessment score
Train Managers to observe
sales staff in new sales
model and In sustainability
practices
Average assessment score
Fee Payment term
$2,000,000 Paid on completion of
training by the fourth
quarter of FY 2014–15
Performance standard and timeframe
4,000 employees by the end of the fourth
quarter of FY 2014–15
4,000 employees by the end of the fourth
quarter of FY 2014–15
The employees need to passed upon
achieving 50% of the score
Two weeks would be applicable for the
training program
The managers need to passed upon
achieving 65% of the score
Report Timing
Summary of training Completed by the end of
completion the fourth quarter of
FY 2014–15
Summary of training Completed by the end of
completion the fourth quarter of
FY 2014–15
Assessment records Completed by the end of
the fourth quarter of
FY 2014–15
Summary of training Completed by the end of
completion the fourth quarter of
FY 2014–15.
Assessment records Completed by the end of
the fourth quarter of
FY 2014–15.
6. Dispute resolution
In the event that either party needs to raise a dispute the following process must be
followed:

Issue identified

Service Agreement Sponsor from both parties

to be notified of issue

Service Agreement Sponsor from both parties to

discuss issue and agree resolution

In the event that Service Agreement Sponsors cannot agree on a

resolution the issue is to be escalated to mediation

7. Signatures

I agree to the terms and conditions of this agreement.

Signed for and on behalf of Australian hardware HR

Australian Hardware, HR general
S Black
manager

In the presence of witness David Ouspensky

Signed for and on behalf of Train Your Way Up

Train Your Way Up, Director of
Jan Powers
Training

In the presence of witness David Ouspensky

 1. Consider the following negotiation information:

As an opening position, you would like Train Your Way Up (TYWU) to take
complete responsibility for the effectiveness of the training. You would like
TYWU to incorporate your strategies, revised training schedule and monitoring
schedule into the new agreement. You would like TYWU to pay a penalty of
$100,000 (5% of the total $2 million fee) to offset costs that will be incurred by
Australian Hardware as a result of the underperformance of the training program
to-date.
You are willing, however, to offer an additional bonus payment of $200,000
upon successful implementation of your significant improvements to the
program. Your bottom line is that this extra money (and an additional $300,000)
is considered at risk if TYWU fails to meet mutually agreed targets. Such targets
must include:
● completion of training of 4,000 employees
● simulated AND actual on-the-job demonstration of relevant skills as part of
training assessment for all employees (an audit of training and assessment
records will provide adequate proof, and line manager third-party reports
will provide adequate proof).

You would like to ensure more regular reporting of progress and involvement of
line managers in monitoring and support.

Service agreement

1. Service Agreement
Service Agreement dated: 20 October 2015

Between
Train Your Way Up
Service Agreement Sponsor – Director of studies for Train Your Way Up, Jan
Powers

And
Australian Hardware Human Resources
Service Agreement Sponsor – Susan Black, Human Resources General Manager

2. Scope of services
Sales training to upskill sales staff in the new sales model:
  Greet the customer.
 Proactively ask questions to identify the customer’s needs.
 Present possible solutions and discuss sustainable or environmentally friendly
options where relevant.
 Close sale and facilitate transaction.
 Follow up to maintain customer relationship, gather feedback and lay
foundation for repeat business.
Train Managers to observe sales staff in new sales model and in sustainability
practices
1. Train managers in new sales model
2. Train managers in sustainability practices
3. Train managers on how to observe the sales staff perform their new skills

Service specifications
The table below describes the services to be provided under this Services
Agreement.

Service Scope

Sales model training 4,000 employees

Training on sustainability policy and 4,000 employees

relevant products

Train Managers to observe sales All Managers

staff in new sales model

3. Fees and payment terms

The schedule below details the fees and payment terms for the services provided
under this agreement.

Service Fee Payment term

Total costs of training $2,000,000 Paid on completion of

delivery training by the fourth
quarter of FY 2014–15
TYWU to pay a penalty of $100,000 (5% of the total $2 million fee) to offset costs
that will be incurred by Australian Hardware as a result of the underperformance of
the training program to-date.

Additional bonus payment of $200,000 upon successful implementation of significant

improvements to the program subject to completion of training of 4,000 employees.

4. Service level targets

Services provided under this agreement will be measured against the following
performance standards and timeframes.

Service Performance standard and

timeframe

Sales model training 4,000 employees by the end of the

fourth quarter of FY 2014–15

Training on sustainability policy and 4,000 employees by the end of the

relevant products fourth quarter of FY 2014–15

Average assessment score 100%

Train Managers to observe sales All managers by the end of the fourth
staff in new sales model and In quarter of FY 2014–15
sustainability practices

Average assessment score 100%

Simulated AND actual on-the-job 4,000 employees by the end of the

demonstration of relevant skills as fourth quarter of FY 2014–15
part of training assessment for all
employees (an audit of training and
assessment records will provide
adequate proof, and line manager
third-party reports will provide
adequate proof).

5. Monitoring and reporting

Services will monitored according to the following reporting schedule.

Service Report Timing

Sales model training Summary of training Completed by the end

completion of the fourth quarter of
FY 2014–15
Training on Summary of training Completed by the end
sustainability policy and completion of the fourth quarter of
relevant products FY 2014–15

Average assessment Assessment records Completed by the end

score of the fourth quarter of
FY 2014–15

Train Managers to Summary of training Completed by the end

observe sales staff in completion of the fourth quarter of
new sales model and In FY 2014–15
sustainability practices

Average assessment Assessment records Completed by the end

score of the fourth quarter of
FY 2014–15

Simulated AND actual Summary of training By the end of the fourth

on-the-job completion quarter of FY 2014–15
demonstration of
relevant skills as part of
training assessment for
all employees (an audit
of training and
assessment records will
provide adequate proof,
and line manager third-
party reports will
provide adequate
proof).
6. Dispute resolution
In the event that either party needs to raise a dispute the following process must be
followed:

Issue identified

Service Agreement Sponsor from both parties

to be notified of issue

Service Agreement Sponsor from both parties to

discuss issue and agree resolution

In the event that Service Agreement Sponsors cannot agree on a

resolution the issue is to be escalated to mediation

7. Signatures
I agree to the terms and conditions of this agreement.

Signed for and on behalf of Australian hardware HR

Australian Hardware, HR general S Black

manager

In the presence of witness David Ouspensky

Signed for and on behalf of Train Your Way Up

Train Your Way Up, Director of Jan Powers

Training

In the presence of witness David Ouspensky

Information about the role is provided in the following table.

Train Your Way Up Director of Training: Jan Powers

You are sorry that the training has not resulted in meeting the expectations of
Australian Hardware for the training; however, you deny responsibility as
these expectations were not made explicit in the original agreement.

● You reject a 5% penalty.

● You would like an additional $ 500,000 to implement changes.
You (tacitly) realise that a multiple choice assessment was always unlikely to
indicate whether sales staff could actually apply the learning to their job roles;
therefore you are willing to accept changes to training and assessment
involving actual demonstration of skills and involvement of line managers in
monitoring and support roles.
You will agree on an additional $200,000 with a total of $500,000 contingent
on Train Your Way Up meeting agreed targets (making a total payment of
$1,700,000 and $500,000 at risk).