Manage people performance

You will be assigned to a performance team of 2 people to plan, monitor and review the performance of members of a team. You are to work with your performance teams to complete this assessment, but must submit individual assessment. You are required to answer all of the questions below and include examples where appropriate. Please ensure that you have answered each question with an appropriate level of detail.


You are required to develop operational plan, a management role, worker profiles and performance management plan for Fixmycar Pty Ltd.

You are also required to conduct two coaching role-plays (one with you as the Manager, one as your team member’s Employee). Your role plays will be based on the employee profiles and performance issues you have created for Fixmycar Pty Ltd. The Assessor will observe the role-play and examine the documentation (the completed Appendices) that you will submit for assessment on completion.

During the role play sessions you will need to demonstrate effective communication skills to articulate expected standards of performance, to provide effective feedback and to coach staff who need development.


Read the case study, then complete all of the following questions as directed.


Case study

Fixmycar Pty Ltd is a roadside service company that has been operating in Australia for the last 3 year. Key services include:

  • Towing Assistance
  • Flat battery assistance
  • Flat Tire Assistance
  • Emergency key service
  • Collision Assistance
  • Water/Fuel/Oil/Fluid Delivery Services


The company has three main departments: sales, call centre and roadside service.



Company mission:

  • To build and operate a nationally recognised brand in the roadside service industry by utilising a partnership within the automotive industry and affiliate companies with a focus on providing premium service.
  • To offer the premiere 24/7 roadside assistance program in Australia that is affordable to all and exceeds customers’ expectations.

Strategic plan

The organisation has the strategic objective to grow the services component of the business in the next twelve months. Their objective is to improve profitability by 20% by 30 June 201X.



  1. As a team, complete the departmental goals of the operational plan (Apendix 1).
  2. As a team, create profiles for 2 different ‘workers’ in the company to be ‘managed’ by you and your team member (Identify job roles and departments for your workers). Have your facilitator approve your team’s worker profiles.
  3. Individually develop goals, KPIs and tasks for your worker and document these in the worker’s performance management plan.
  4. Create three reasons why your worker is not achieving their KPIs (performance issues). You can select the reasons from the list below or develop your own:
  • high levels of absenteeism at performance team meetings
  • missing deadlines for task deliverables
  • poor team work
  • poor communication skills
  1. Complete performance management plan for your worker (Apendix 2).
  2. Prepare a role-play note to plan the topics you will discuss and outcomes you hope to achieve. These will assist you to keep the role-play meeting on track. Submit these with your documentation.
  3. Conduct two one-on-one coaching role-plays. Brief your team member on the required performance (KPIs) and performance issues you have identified for your worker, then coach your worker (your team member) on the identified performance issues while being observed.
  4. Following the role-play, complete the Coaching Session – Coach’s Self-Reflection Sheet (Appendix 3).
  5. Complete a performance development plan on the basis of the outcome of coaching session (Appendix 4).
  6. Undertake a performance appraisal meeting with your worker (with the same team member playing the role) and complete the meeting notes (Appendix 5).


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