2 Work in A Team Environment
2 Work in A Team Environment
You need to complete this module before you can perform the module on
PRACTICE CAREER PROFESSIONALISM.
BASIC COMPETENCY
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COMPETENCY BASED LEARNING MATERIALS
LIST OF COMPETENCIES
MODULE CONTENT
MODULE DESCRIPTOR:
This unit covers the skills, knowledge and attitudes to identify role and
responsibility as a member of a team.
COMPETENCY SUMMARY
Introduction
This unit covers the skills, knowledge and attitudes to identify role and
responsibility as a member of a team.
Learning Outcome
Assessment Criteria
1. Observation of the individual member in relation to the work activities
of the group
2. Observation of simulation and or role play involving the participation
of individual member to the attainment of organizational goal
3. Case studies and scenarios as a basis for discussion of issues and
strategies in teamwork
ASSESSMENT CRITERIA
1. The role and objectives of the team is identified from available sources
of information
2. Team parameters, reporting relationships and responsibilities are
identified from team discussions and appropriate external sources
CONDITION
Student/ trainee must be provided with the following:
Role and objective of
Sources of information Workplace content
team
ASSESSMENT METHOD:
Demonstration
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Observation
Interviews/ Questioning
Learning Experiences
Introduction
Coaching plays an important role in any enterprise and being asked to
coach a workmate is recognition of your current skill and your potential to
pass on that expertise to others.
Up to date skills and information must
be regularly passed on to both new and
old employees. Coaching will ensure that
all staff are confident in working the
systems and equipment present in the
workplace and in complying with
workplace procedures.
Competency standards
Since the introduction of Competency Based Learning Materials (CBLM),
coaching may be conducted in line with a ‘competency standard’.
A competency standard is a benchmark level deemed as being the necessary
level a person needs in order to proficiently perform a specific task.
These standards may be set in-house by the establishment, or they may be
derived from a government or industry-accredited course or source.
It is essential you know the standard you are expected to coach someone to
before you start delivering any coaching.
You may be able to identify these standards by:
Talking to onsite trainers
Reading internal standards, work procedures and service criteria
Conferring with more experienced staff
Talking with management
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Using your common sense coupled with industry and venue knowledge to
determine what is applicable.
What factors will individualise the coaching needed for each staff
member?
The following is a representative list of factors you will need to take into
account when developing a coaching plan for a staff member.
Remember, factoring in these considerations is important because you do
not want to deliver coaching seen as unnecessary.
You need to make sure you address genuine, identified need.
Urgency of the coaching
This can be influenced by:
The number of staff needing to be coached. If all staff have to be coached,
the need can be urgent
The nature of the coaching topic, such as whether or not it is a legal
requirement, a safety issue, or strongly related to revenue and/or service
standards.
Scenario One
Your observation of colleague – Mary makes cappuccinos that look like
flat whites
Coaching need(s) – since Mary is already proficient in using and cleaning
the espresso machine, she only needs to be coached in how to froth milk
How the coaching may be tailor-made – Mary is a full-time employee and
can be coached during a quiet daytime shift.
Scenario Two
Your observation of colleague – John makes cappuccinos that look like
flat whites
Coaching need(s) – John has little experience in using an espresso coffee
machine, so he will have to be trained on how to clean and operate the
espresso machine, as well as how to make various coffees, including
steaming and frothing the milk
When writing the plan, ensure the writing is sufficiently large, clear and
legible so you can refer to it easily during the training session.
Under ‘Method’ is listed the training technique (‘Demonstration’, Video’,
‘Chalk and talk’) you will use to deliver each part of the Content.
Next comes a heading ‘Conclusion’ where you set down what is going to be
said and/or done at the end of the session to finalise the session.
The Conclusion may include some verbal summary of what has been done,
and/or a few questions to check the extent of the learning and
understanding.
The conclusion should always include some constructive feedback to the
learner on how they went in the session.
The Body
This is where the main Content (practical or theory) is delivered
Using demonstration
Where you have decided to use Demonstration as your Method:
Tell trainees about what you will be doing
Do it at normal speed without talking/explaining
Then do it slowly, explaining it step-by-step
Ask questions to check trainees have understood:
“What’s the next step?”
“Why did I use a 38mm spanner?”
“What document would I complete now I have finished this?”
Give staff an opportunity to practice – watch and question them, helping
where necessary
Check on standards – have they measured up to your workplace
requirements?
Using theory
Where you have decided to use Theory as your Method:
Make sure the Introduction is motivating because attention will wane
more readily with theory sessions
Put in appropriate practical action as soon as possible after the theory
has been delivered where learners perform some sort of activity that
applies the theory.
For example:
Knowledge/theory
Application activity
presented
Reading material/notes Discuss notes
Venue
Training room
Time
5 minutes
Learning resources
Whiteboard, handouts
Aim
To introduce learners to easy pizza making with minimum implements at home
Underpinning knowledge
Very basic cooking ability including awareness of domestic oven operation
Learning outcome/Objective
Basic knowledge of pizza dough making
Assessment criteria
List steps in activating yeast for baking
Explain basic pizza mixing and raising technique
Explain pizza oven temperature and technique
Venue
Time
Learning resources
Aim
Underpinning knowledge
Learning outcome/Objective
Assessment criteria
I
N
T
G
R
L
O
O
D
S
U
S
C
T
I
O
N
Check understanding D
Y
Observe learner perform the skill
O C
F O
F N
C
L
U
S
I
Comment:
Rising bread
Thick beer foam
Milk
Cloudy water
As hot as possible
200 – 235ºC
Warm oven
Plastic wrap
A damp tea towel
Flour
After an hour
After 10 – 15 minutes but it should be watched
After 15 minutes
2.1.3 ORGANIZE WITH COLLEAGUE A SUITABLE TIME AND
PLACE TO CONDUCT COACHING IN ACCORDANCE WITH
ENTERPRISE POLICY
Organization policy
Different establishments will have different policies relating to the delivery of
training sessions.
A central issue relates to paying staff to attend training.
Some employers are happy to pay staff to attend training, and others prefer
not to do so.
A variation to this is where the employer may be prepared to pay, say, for 2
hours of coaching but the staff member is expected to contribute the rest of
the time needed ‘free of charge’ (at their own expense and in their own time
without being paid).
Check to see what applies where you work. It can obviously be much more
difficult to arrange training sessions for staff who are not being paid to
attend.
Another factor is the approach taken by the organisation toward certain
competency topics. For example, an establishment may say it is a condition
of continuing employment that all staff successfully complete the in-house
course in ‘cash register operation’.
The fact that this unit is ‘compulsory’ generally makes it a lot easier to
arrange the coaching as staff are more willing and eager to attend.
Organisation policy may also relate to:
The sequence in which coaching is delivered on various topics
Who is eligible to receive coaching. Generally, all staff are eligible
Where the coaching can occur. Most times it is on the job but there may
be times when:
A training room is to be used
Off-site training may be required
Payment for coaching – identifying whether or not staff who provide
coaching are entitled to payment for delivering out of hours coaching
Coaching contexts
Coaching sessions are usually conducted in a range of workplace contexts
including:
On the job coaching during work hours where the coaching is regarded
as part of the time worked by the employee.
This coaching initially takes place during quieter periods in order to
minimise disruption to trade and reduce interruption to service.
Often this type of coaching will build up to coaching in busier situations
where actual workplace pressure can be added to in order to create a
more realistic situation
Before or after work. These times are useful because the equipment
needed for coaching is usually available and free for coaching purposes
rather than being needed for servicing customers.
When using these options you will need to take into account:
Out of hours commitments the learner has – are they able to arrive at
work early or do they have to drop children off at school? Can they
stay back after their shift has finished or do they have a team sport
they have to go and participate in?
The fact the learner may be tired after their working day so coaching
them ‘after work’ may not be a good idea. If they are tired they are
likely to be resentful at having to stay back and be coached, and the
chances are they will not learn as efficiently either
In a simulated location away from the actual workplace. This can occur
where the organisation has a dedicated training room, or it may involve
moving off-site and using, for example, the facilities provided at head
office, a supplier’s premises, a recognised training provider (College or
Institute) or some other business with whom partnering arrangements
have been established.
To conclude
You should not only simply tell the learner when and where their coaching
session will be.
You have to involve them in the decisions and negotiate a time and date with
them.
You should also:
Advise of the finishing time so they can arrange other aspects of their
private, social or work life
Tell them if they have to bring anything with them
1.1 To meet the requirements of the Work Project you are required to
provide written, video, photographic or other evidence you have:
Introduction
Skills to be coached are generally those which do not require formal or
extended training sessions.
This means coaching is commonly applied to
common, practical tasks which are of a short
duration such as:
Customer service skills
Technical or operational skills such as
operating equipment, making something or
completing documentation
Selling or promoting products and services.
Before a coaching session commences, the overall purpose of the coaching
should be explained to the learner even though it was agreed to at the
planning stage.
This explanation helps to set the scene for the coaching and serves to focus
attention on what is about to take place.
Coaching must never simply be imposed.
Even though your coaching is underpinned by a legitimate rationale, adults
do not respond well to anything imposed on them.
Introduction
To explain and demonstrate a skill, the coach
must be well versed in the theory and practical
components of the task – it is inadvisable for a
coach who is not fully competent in a skill to
try to coach in it.
As obvious as this sounds, there may well be
occasions where you are required to coach in a
task you are less than totally proficient in.
While this is a less than satisfactory situation,
it is a fact of training life.
In addition, you must have the necessary knowledge and skills to perform
the task while adhering to all safety and health requirements as well as
establishment practices.
Specific skills needing to be explained and demonstrated may relate to:
New equipment introduced to the workplace
New processes and procedures introduced by management
Skills required to compete a job or task effectively and efficiently.
Coaching practice
Explanation
Questions
There should be lots and lots of questions in any
coaching session. The learner will hopefully ask some
but the coach should ask loads of them.
Questions should be both ‘open’ and ‘closed’
questions, and they should be designed to provide
you as the coach with feedback on how the learner is
progressing so you can use this information to
modify what it is you are doing, if the need to do so
exists.
Questions may be along the lines of:
“Have you got any questions?”
“What do you think the next step might be?”
“Do you think this product is now ready to serve to a customer?”
“Why do you think this product is not fit to serve to a customer?”
“What are the legal considerations at this stage?”
“What safety issues are likely to be involved in this task?”
“What would happen if I now pressed the red button?”
Using handouts
Many coaching sessions can benefit from the use of ‘handouts’.
Handouts are any printed or handwritten material given to the learner.
Handouts may be generated by you as the coach, or they can be photocopies
of other relevant material. Examples of handouts can include:
Company policies and procedures
Manufacturer’s instructions
Recipe sheets
Work instructions/Standard Operating
Procedures
Checklists
Price lists
Brochures
Advertising material that the company uses to
attract business.
Introduction
Underpinning knowledge refers to the
essential knowledge required to carry
out tasks or perform skills effectively,
legally and as required by the
establishment.
All tasks where there is a need for
coaching will have some level of
underpinning knowledge associated
with it.
As a coach, not only must you be competent in the task you are
demonstrating, but you must also be knowledgeable about the underpinning
knowledge required for that task.
Introduction
It is a standard requirement throughout all coaching
sessions that you focus effort on checking and
determining the level of understanding the learner has
in relation to the task being coached.
This applies whether the topic is a knowledge-based
one, attitudinal or skill-based.
Introduction
All coaching sessions should provide an opportunity for the learner to
practice their newly found skills.
This opportunity should include:
Opportunity within the coaching session as part of the coaching provided
Opportunity after the coaching session has finished in the workplace
under your supervision, the supervision of another staff member or
under the supervision of a supervisor.
Introduction
Not only must all coaching be conducted positively and in an encouraging
fashion but supportive and constructive
feedback must also be given.
Such an approach encourages the learner to
try harder and assists in creating an
environment conducive to learning.
This will inspire more determination to achieve
the final goal.
Basics of feedback
It is useful to bear the following in mind when considering the use of
feedback in coaching. Feedback refers to:
Guiding the person being coached
Being a core part of coaching sessions
Being constructive so the person being coached feels encouraged and
motivated to improve their practice
Being timely so the person being coached can use the feedback to guide
practice
Being linked to a clear statement of orderly progression of learning so the
person being coached has a clear indication of how to improve their
performance. This provides a developmental approach for achievement of
a certain skills set
Providing feedback
The support and feedback can be communicated either by verbal or non-
verbal communication.
Verbal communication
This is communication spoken to the learner, for example: “You’re doing a
great job, Tony. Now would you like to try including some workplace
statistics?”
Keys in giving verbal feedback are:
Keep it brief
Keep it relevant
Keep it genuine
Make sure it is warranted.
Beware!
While speaking with a learner during a coaching session remember to avoid
phrases which, on the surface, sound encouraging but which can be
counter-productive.
For example, you may wish to indicate a certain task is relatively easy so
you say “You’ll learn this quickly – it’s child’s play, really!”
Your genuine intention is to set the learner’s mind at ease, and to facilitate
their learning by attempting to remove the thought that the task is difficult:
this is very commendable.
However, if the learner was then unable to learn the task quickly, what have
you just said?
In effect, you have told them they are more incompetent than a child.
The above example highlights the need for coaches to be extremely alert to
giving unintentional negative feedback, and the very real need for them to
think before talking.
Delivering negative feedback
It is a fact of life when coaching that there will be times when you need to
provide negative feedback to a learner.
In reality you have an obligation to do this where it is called for. You would
not be doing your job if you failed to give legitimate negative feedback.
WORK PROJECTS
It is a requirement of this Unit you complete Work Projects as advised by
your Trainer. You must submit documentation, suitable evidence or other
relevant proof of completion of the project to your Trainer by the agreed
date.
2.1 To meet the requirements of the Work Project you are required to
provide written, video, photographic or other evidence you have coached
a colleague on the job and:
ANSWER KEY
When coaching colleagues on the job:
Explain the need and/or reason for coaching to the learner at the outset
Gain agreement coaching is a legitimate way to address identified need
Develop a relationship with the learner
Demonstrate skills using the ‘I do it normal, I do it slow, You do it with
me, Then off you go’ approach
Provide explanation and underpinning knowledge as required
Use questions to assist learning and check for understanding
Support demonstrations with handouts
Provide opportunity for learner to practice skills learned
CONTENTS:
1. Communication process
2. Team structure
3. Team roles
4. Group planning and decision making
5. Specific diversity issues
ASSESSMENT CRITERIA
CONDITION
Student/ trainee must be provided with the following:
Appropriate
Role and objective of
Sources of information communication
team
techniques
Standard operating
and or other
Work activities in
workplace
a team Use of active
procedures
environment with listening
Job procedures
enterprise or Use of both open
Machines/equipment
specific sector and closed
manufacturers
Limited questions
specifications and
discretion, speaking clearly
instructions
initiative and and concisely
Organizational or
judgement maybe Using appropriate
external personnel
demonstrated on language and tone
Clients/supplier
the job, either of voice
instructions quality
individually or in Being attentive
standards
a team
OHS and
environment
environmental
standards
ASSESSMENT METHOD:
Demonstration
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Rec R. Rocha
Observation
Interviews/ Questioning
Learning Outcome 3
WORK AS A TEAM MEMBER
Introduction
People learn at different rates and it is usual
for coaches to have to follow up on their
coaching by monitoring the progress of those
they have coached.
Where monitoring indicates the learner
requires more help, the coach is responsible for
providing this, or for arranging it to be
provided.
Introduction
Progress on coaching may be reported in a formal or informal manner.
The precise method used in each instance will depend on the particular
establishment’s policies and procedures, but reporting is either verbal,
written or a combination of the two.
Introduction
At the end of every coaching session, the coach should review the session.
This review should aim to determine how effective the session had been with
a view to improving future sessions.
Even coaches can learn if they take the time to look for the signs, and the
feedback.
What’s involved?
Not only should the coach monitor the coaching session, looking for things
that created or caused problems or impeded learning but also looking for
techniques which appeared to work well or be particularly effective with a
learner.
The coach should also ask for the learner’s feedback on the coaching
session and this feedback should be taken seriously and constructively.
Remember, everyone learns at a coaching session, the coach included.
Just because you are the coach does not mean you cannot learn too –
especially about the way you
deliver your coaching and about
the person you are coaching.
Where problems with coaching
are identified, every effort must
be made to remove them from the
next coaching session.
A coach who knows there is a
potential problem and fails to
take action to eliminate or reduce
the impact of that problem is
simply lazy and unprofessional.
He/she will quickly gain a reputation in the workplace for being just that.
How can I tell there’s a problem? What should I look for?
As a coach you must be alert to signs that coaching has not been effective.
Performance problems or difficulties may be due to:
WORK PROJECTS
3.1 To meet the requirements of the Work Project you are required to
provide written, video, photographic or other evidence you have followed
up after a coaching session for a colleague on the job and:
Monitored their on the job progress in relation to the skill that was
coached
Provided additional help as required to supplement the coaching
Liaised with others to monitor and support the learner’s on the job
practice
Reported progress to others in the workplace as required or
necessary
Reviewed or evaluated the coaching provided to the colleague to learn
lessons for future reference
Determined if the learner was experiencing problems and/or
difficulties with the skill in which they were coached
Addressed identified learner problems and/or difficulties effectively
and in a timely manner.
Career Objectives
Seeking a challenging career opportunity that will use my diverse training to
achieve satisfactory level of professionalism and performance, share and apply my
knowledge and skills in the kitchen management and operations.
Skills Summary
Experienced Chef with a demonstrated history of working in food and
beverage industry. Skilled in Costumer Services, Management, Microsoft Office,
Strategic Planning, and Leadership.
Education
2012 Bachelor of Science in Hospitality Management
Specialized in Culinary Arts
San Sebastian College – Recoletos Manila
National Certificate
Trainers Methodology I
Cert. No. TMC - 18131101000348
Issued on: July 8, 2018
Valid until: July 7, 2023
Housekeeping NC II
Cert. No. 18131102064521
Issued on: November 22, 2018
Valid until: November 21, 2023
Experience
Personal Information
Nickname: Ric-Ric, Nonoy, Toto
Birthdate: July 29, 1991
Civil Status: Single
Father: Flaviano R. Rocha Jr.
Businessman
Mother: Enestita R. Recto
Housekeeper / Family Business
Language: Romblomanon, Tagalog and English
Skills: Hardworking
Willing to work under pressure
Computer literate
Able to follow verbal and written instruction
Knife skills
HACCP oriented
Regional and international cuisine
Fundamentals of pastry and Bread production
Character References
I hereby certify that the above informations are true to the best of my knowledge.