Work Skills

Question 1

Name three methods of monitoring and improving workplace performance

Answer 1

• Self-assessment
• Performance Management
• Quality Control

Question 2

Self-Assessment

Answer 2

• Self-assessment offers an enterprising approach to improving work performance
• It demonstrates initiative, problem solving and adaptability
• It is used as part of performance management processes
• It may be assessed against both qualitative and/or quantitative KPIs (If an employee significantly overstates or understates their own performance in relation to KPIs it can indicate that they are not very self-aware, and that they may need guidance, support and training)

Question 3

Performance Management

Answer 3

• A method for monitoring employee performance
• Works to check if employees meet the goals and objectives of their organisation
  May be measured against personal or company KPIs

Question 4

Quality Control

Answer 4

• Quality control refers to the monitoring and evaluation of processes and products to ensure they meet acceptable standards
• It applies to both the production of goods and provision of services
• It is constant and continuous improvement and is important to both external and internal stakeholders
• Types of quality control include weighing products, testing products, audits, inspections, surveys, visual evaluation and observations

Question 5

Name three processes used in performance management

Answer 5

• Rating Scales
• Management by Objectives
• 360 Degree Feedback

Question 6

Rating Scales

Answer 6

• Rating scales can be used to assess workplace performance as part of performance management
• They may be used by an employer to help gain an overview of an employee’s strengths and weaknesses, which will subsequently allow them to provide support in the areas that need it most
• Alternatively they may be used by employees to provide feedback on their superiors or those in management positions, to help identify areas in need of change

Question 7

Management by Objectives

Answer 7

• MBO Essentials: Establish and communicate clear objectives, involving employees in a consultative process to achieve set goals
• Outcome Focus: Emphasizes achieving objectives, often at the expense of process, with extensive productivity monitoring
• Employee and Cultural Effects: Can narrow focus, risk unethical behavior, and make employees feel undervalued
• Limitations: Less effective in rapidly changing environments, as set objectives may quickly become outdated.

Question 8

360 Degree Feedback

Answer 8

Refers to multiple evaluations of employees, which often include assessments from a
line manager, peers, and self-assessment. It is common for a rating scale to be used for self-assessments.

Question 9

Describe ethnic and cultural diversity

Answer 9

Ethnic and cultural diversity refers to the coexistence of various cultures, beliefs, practices and traditions within a particular community. It involves recognising and challenging stereotypes, biases and prejudices than can lead to discrimination.

Question 10

Describe generational diversity

Answer 10

Generational differences in the workplace include age and experience differentials.

Age-based differentials involve the different ‘generations’ of people in the workforce, including the Baby Boomers, Gen X, Gen Y (Milllenials), Gen Z, and those currently entering the workforce (Gen Alpha).

Baby Boomer Values:
- Loyalty, dedication, hard work

Gen X Values:
- Flexibility, job stability, appreciation of workplaces that acknowledge their effort

Millenial Values:
- Healthy work/life balance, corporate social responsibility and are comfortable with (+ appreciative of) digital tools and technological advancements

Gen Z Values:
- Work/life balance, mental health awareness and support, workplaces that promote diversity and equality

Question 11

Why is it important to accept diversity in the workplace?

Answer 11

It is important to accept diversity in the workplace as Australia is already a very multicultural country, and the inclusion of more cultures and generations can help offer a broader understanding of a diverse customer base, individuals can complement each others skills, and knowledge can be shared (as well as succession planned).

Question 12

Explain three strategies for working in a diverse workplace

Answer 12

Attending Cultural Awareness Training:
- Cultural awareness training can be delivered on a personal, departmental or whole-staff level
- It helps to improve employees’ understanding of diverse cultures, allow them to gain insight into the separate needs of groups, and develop more appropriate cross-cultural communication skills
- Cultural awareness training can take the form of online modules, staff seminars, off-site courses or guest speakers

Using Appropriate Communication Techniques:
- Practice active listening, including empathetic engagement and clarification, to ensure understanding and respect diverse perspectives.
- Use clear, simple language, avoiding jargon and slang, to ensure messages are easily understood by everyone.
- Using inclusive language.
- Pay attention to non-verbal cues like body language and eye contact, and encourage feedback to enhance mutual understanding.

Awareness of Equal Opportunity Legislation:
- Equal opportunity legislation works at a legal level to prohibit key types of work-related discrimination
- These include discrimination in hiring, firing, and serving of customers of different races, genders, sexualities, ages or disabilities.