1. http://esol.britishcouncil.org Cleaning: evaluating performance ESOL Nexus

2. Evaluating performance How do you know if the cleaners you work with do a good job? How do you resolve problems with cleaners? Introduction

3. Evaluating performance Watch the videos Is the supervisor happy with the cleaners’ work? How can you tell? Activity 1 http://esol.britishcouncil.org/cleaners/supervising- evaluating-performance

4. Evaluating performance Watch the videos again Which strengths and weaknesses are mentioned in each clip? Number the strengths and weaknesses from each clip on your worksheet Activity 2 http://esol.britishcouncil.org/cleaners/supervising- evaluating-performance

5. Evaluating performance Check your answers. Decide which are strengths and which are weaknesses? Activity 2

6. Evaluating performance Check your answers. Mark each issue with a letter to categorise them A – Cleaning B – Customer service C – Following rules Activity 2

7. Evaluating performance Check your answers. Activity 2

8. Evaluating performance Watch the videos again What does the supervisor ask the cleaner to do in each clip? What does he/she say will happen if the cleaner does not improve? Activity 3 http://esol.britishcouncil.org/cleaners/supervising- evaluating-performance

9. Evaluating performance Work in groups of three Carry out an appraisal with an observer Swap roles and then give feedback Activity 4 Supervisors should: Talk about both strengths and weaknesses Give instructions for the cleaner to improve Explain what will happen if the situation does not improve