STOP Have you handed in your RTO agreement? Before we get started…. Have you handed in your RTO agreement? If you are unsure as to what this is ask the trainer in your class right now Any shifts you complete in your logbook BEFORE the agreement is handed in may not be counted! Please hand this in to your trainer or reception

What type of leader are you? AUTHORITARIAN DELEGATIVE PARTICIPATIVE PROS: High staff morale, good relationships with staff CONS: Management jobs not completed due to doing too much of employees work PROS: High understanding of business operations CONS: Too bossy and dictates PROS: High productivity of employees CONS: Not participating in work with employees therefore lacking good relationships Presenter notes: Address the types of leaders you have worked with that have these traits and get students to do activity one

Bad example of leadership Demonstration: Bad example of leadership

Good example of leadership Demonstration: Good example of leadership

Class discussion time! Presenter notes: Students should say things such as good role model, good communicator friendly etc. Trainer should provide examples of how they were a good leader in the workplace.. Example: A good trait could be the ability to remain calm even when its busy, the students should also have a characteristic they have been told is good about them and use it to their advantage.

Leadership requirements at Serve It Up IF YOU ARE THE MANAGER Introduce yourself when students arrive Get everyone to wash their hands DELEGATE CLEARLY GIVE FEEDBACK Example: “Are you able to get 6 lemons and cut them in half ready for juicing?” NOT “You get the lemons” As a manager you need to monitor each job/task and provide feedback Example: “Good work setting up the table, next time make sure the spoon is up top” Presenter notes: Trainer can discuss requirements of leadership at SIU, go over importance of goals, KPIS and setting timeframes in the workplace and how this will help when they are manager of the day. For example KPIS are often wrong. On the leader assessment trainers can discuss it further here that a KPI is how the employees need to perform to achieve the goal E.g. They must be on time or set up will not be done on time. Delegating is always a barrier to first time managers. Students should have a chance to practice this with each other in class now.

What does a leader do? Performance appraisals Networking Stock counts & ordering Rostering, including hiring & firing Monitoring Counting money Presenter notes: Trainer needs to explain what these jobs are, what is a performance appraisal, what and how to do a stock count and the benefits to the business, how to hire new staff and induct them into the workplace, when and why to hold meetings, what is networking needs to be explained and its benefits, when do managers count cash and why etc. For example I explain how a performance appraisal is a list of job requirements and tickedif the staff member is doing a below average job, average or above average in that task. Once a year a workplace will share this appraisal with staff to let them know of their progress and what their future could be in the business. It’s a professionl private meeting which should be motivational for staff. What does a leader do?

Overall if all job tasks are completed well the objective is to make The mangers job is to make sure costs are not high and the business is making Presenter notes: (Trainers should share ideas on how they have done this) For example: Get staff to sell 10 desserts by the end of the night. They would then get a free staff meal but the business has made an extra $150. There are lots more ways to ensure the business is making money.

Issues in the workplace Staff teasing/bullying each other Staff not talking to each other or don’t like each other Staff not following the right procedure Staff wearing the wrong uniform Presenter notes: Trainer can explain a situation when this has affected them. Example: A girl came up to work in tears because she had just broken up with her boyfriend. The manager had to talk with her and give her a night off as she was too upset to work. It couldn’t just be ignored because it was going to effect the business and the managers job is to ensure that doesn’t happen. Issues are never ending and daily. Be ready managers! Staff arriving late Customer complaints

File and document changes Handling issues As a manager any issue is YOUR ISSUE Presenter notes: This is not full proof in handling all issues, good to say how violent or angry customers might need more help from security or even police. Stay calm when handling issues. Trainer can share another story. Such as Brodies case how no one handled that issue and it caused a girl being bullied to commit suicide. A good reminder to never ignore issues in the workplace because it has legal implications to all involved. Potentially change procedures, for example, staff teasing each other you need to enforce policies to stop this File and document changes Talk to those involved

Communication and feedback WHEN GIVING FEEDBACK MAKE SURE IT IS TWO WAY, MEANING THE OTHER PERSON CAN COMMUNICATE BACK State what went well Advise on what could have been improved Conclude with re-capping what went well Presenter notes: Good to talk about feedback sandwich as students have often heard of it before “If we only advise on what was not good, that is considered to be criticism rather than feedback”

Laws that relate to management Equal Opportunity Act 2010 Age Discrimination Act 2004 Disability Discrimination Act 1992  Laws that relate to management Brodies Law Presenter notes: Discuss how the impact the workplace. E.g. EEO means you need to give all applicants equal chance at getting the job, Brodies law means no bullying, Sex discrimination Act means to not hire based or fire based of gender, Age disability and racial are all the same. Racial Discrimination Act 1975 Sex Discrimination Act 1984 Australian Human Rights Commission Act 1986 

The paper trail File and document! Meeting minutes Written warnings By law you must have a staff file for each employee  This should include any changes that are made as a result of a discussion you have had with that employee  This can be used to support appropriate actions and performance of the business File and document! Presenter notes: Without paper proof legal issues can occur. If a staff member believes they were fired because they were discriminated against. But in their staff file are numerous written warnings and performance appraisal showing a lack of performance then this can help get the business out of trouble. Meeting minutes  Written warnings Complaints Employee notes Performance appraisals  What to document: