Workbook 6 CDNMCP01 2023 Eddition.x
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Jan 9, 2024
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CDNMCP01 MANAGE AND PROMOTE THE COSMETIC PRACTICE ASSE SSME NT T ASK 1 -WORK BOOK 6 Niche Education Group Pty Ltd AUSTRALASIAN ACADEMY OF COSMETIC DERMAL SCIENCE ©2022 Version 2.0 21 Oct 2022 1
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and-performancev20_(1).docx RECRUITMENT AND PERFORMANCE MANAGEMENT ASSE SSME NT MARK IN G SHEE T Student Name Accredited Course 52850WA Advanced Diploma of Cosmetic Dermal Science 52854WA
Graduate Diploma of Cosmetic Dermal Science M ARK IN G & FE EDBACK Date of Assessment Assessment Feedback Completed Satisfactorily Satisfactory Not Yet Satisfactory Assessor Declaration I confirm that I have provided feedback to and advised the above-named student of the outcome of this assessment task. Assessor Name / Signature Date
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and-performancev20_(1).docx WORKBOOK INSTRUCTIONS Ensure you have opened this workbook and followed the on-screen instructions before typing directly into the workbook. If you use another format or preview, your assessor will not be able to provide you with feedback. Once complete, please save a copy for yourself and upload a completed version to your assessor via the student portal. You can obtain the answers for the activities through the online lectures, additional reading material and Internet searches. All questions must be attempted. Feedback and assistance are available from your assessor prior to the assignments due date. IMPORTANT: Please do not copy and paste answers from lecture notes. (Please see the AACDS Study Guide/Academic Writing section if you’re unsure what this means).
Before starting this workbook, you will need to review and be familiar with the Virtual Medispa case study. Refer to the facts of the case study where asked. ACTIVITY 1 –
HUMAN RESOURCES Question 1 Yes No
*Identify five (5) legislations that protects employee working in your Cometic Practice. Give a brief overview of the legislation and what it protects employees from. Example National Employment Standards The National Employment Standards dictates 11 minimum entitlements every employee in Australia must receive from their employer. It covers employee entitlements for maximum work hours; flexible working arrangements; converting from casual employment to part-time; parental, annual, personal, community service and long service leave; public holidays; notices of termination. 1 Fair Work Act 2009 The Fair Work Act is a fundamental legislation in Australia that provides a framework for employment standards, rights, and obligations. It covers various aspects such as minimum wages, working hours, breaks, leave entitlements, termination procedures, anti-discrimination provisions, and employee rights to file complaints or seek remedies. 2 Work Health and Safety (WHS) Act The WHS Act aims to ensure the health, safety, and welfare of all workers in the workplace, including cosmetic practices. It requires employers to provide a safe and healthy work environment, implement safety procedures and policies, conduct risk assessments and training, and involve employees in workplace health and safety matters. 3 Anti-Discrimination Laws Multiple legislations protect individuals against discrimination in the workplace. These may include the Sex Discrimination Act 1984, Age Discrimination Act 2004, Disability Discrimination Act 1992, and the Racial Discrimination Act 1975. These laws prohibit employers from discriminating against employees based on factors such as gender, age, disability, race, or other protected attributes. 4 Privacy Act 1988 The Privacy Act sets out principles concerning the collection, use, and storage of personal information. Employers must adhere to these principles when handling employee personal data. It includes provisions relating to consent, access to personal information, security of data, and privacy complaints.
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and-performancev20_(1).docx 5 National Employment Standards (NES) The NES establishes minimum employment conditions that apply to most employees in Australia. These standards cover various aspects, including maximum weekly hours of work, annual leave, personal/carer's leave, compassionate leave, parental leave, and redundancy entitlements. The NES sets out the minimum rights and entitlements for employees, and employers must ensure compliance with these standards. Assessor’s comments
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and-performancev20_(1).docx ACTIVITY 2 –
RECRUITMENT –
JOB ANALYSIS Question 1 Yes No
Write a job analysis for a Cosmetic Nurse
position. Analyse the Job: We will now complete a Job Analysis, Job Description, and Personnel Specification. •
A job analysis should collect information on the specific tasks and duties needed for the job; •
The environment in which the job will be carried out. Examples of environments may be temperature extremes, dangerous explosives, or remote locations, etc; •
What tools and equipment will be required? Safety equipment may be necessary or specific tools; •
Who to report to e.g. supervisor, manager, Senior Dermal Therapist, Senior Cosmetic Nurse, etc; •
Minimum standard required to perform on the job. Cosmetic Nurse - Job Summary: Provide pre/post-operative care, assist with procedures, administer treatments, educate patients, maintain records, and ensure compliance with safety standards in a cosmetic practice. Job Duties and Responsibilities: As a cosmetic nurse, your duties include assisting with cosmetic procedures, such as injectables and laser treatments, providing pre/post-operative care, assessing patient needs, administering medications, maintaining accurate records, educating patients on post-treatment care, and ensuring compliance with regulatory and safety standards. Additionally, you must have strong communication skills and deliver exceptional patient care throughout the cosmetic treatment process. Required Skills and Qualifications: - To thrive as a cosmetic nurse you be a registered nurse or you should possess a Bachelor of Nursing degree. Strong knowledge of cosmetic procedures, techniques, and products. Excellent patient care and bedside manner. Attention to detail and accuracy in record-keeping. Ability to communicate effectively with patients and other healthcare professionals. Knowledge of infection control and safety protocols. Ability to handle patient concerns and emergencies calmly and professionally. Physical Demands and Working Conditions: Working as a cosmetic nurse may involve prolonged periods of standing and performing procedures that require steady hands and precision. You may also need to move or lift patients and equipment. The work environment can be dynamic and fast-paced, with frequent interaction with patients. Proper infection control measures and compliance with safety protocols are necessary to maintain a safe and hygienic working environment. Example Job Analysis –
Junior Hairdresser •
Hairdressing including cuts, colours, lightening, perms, straightening, blow dries, hair up and sets, computer skills, communication skills, retailing, stock control, cleaning and First Aid Cert; •
Remote location, travel required; •
Own tools - scissors and hair dryer. All other tools and uniforms and protective clothing (aprons) supplied; •
Supervision and further training provided by senior staff; •
Minimum requirements are Certificate 3 in Hairdressing, Level 2 computer skills, current first aid certificate and current drivers licence.
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and-performancev20_(1).docx Reporting Structure and Team Collaboration: As a cosmetic nurse, you will be working and collaborating alongside dermal therapists within the medispa to provide comprehensive care to patients. Effective communication, coordination, and teamwork are essential to ensure a smooth workflow, consistent patient care, and successful outcomes in cosmetic procedures. Assessor’s comments
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and-performancev20_(1).docx Question 2 Write a job description for a Sarah, the
Dermal Therapist.
Yes No
Job Description –
Specify the duties, tasks and activities to be performed. Your job analysis is a good start to preparing a job description. Remember from your lecture notes, a job description also includes who the candidate is accountable to and any other information about the position such as overtime, travel, hours of work etc. From the example provided above we can define several Key Result Areas (KRA’S).
KRA’s
•
Hairdressing Services; •
Communication; •
Computer skills; •
Retailing; •
Stock Control; •
House Keeping. From each KRA develop the duties and tasks or Key Performance Indicators (KPI’s). There are usually two to three KPI’s for ea
ch KRA. e.g. Key Reporting Area - Stock Control: •
Stock takes monthly •
Ordering of stock monthly; •
Limits emergency orders reducing freight; •
Takes advantage of specials, bulk incentives; •
Presentation of stock; •
Knowledge of retail products.
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https://d.docs.live.net/e51b54898ab89bed/Documents/Dermal Science/Manage ^0 Promote the Practice/6-cdnmcp01workbook-6-recruitment-
and-performancev20_(1).docx Position Title Dermal Therapist Position Description As a dermal therapist, you will play a vital role in providing skin care treatments and procedures to enhance clients' skin health and appearance. Your responsibilities may include conducting skin assessments, administering treatments such as chemical peels, microdermabrasion, and laser therapy, performing facial treatments and extractions, providing advice on skincare products, and educating clients on proper skincare routines. You will collaborate with other aesthetic professionals to develop customized treatment plans and ensure optimal outcomes. Strong knowledge of skin anatomy, treatment protocols, and a passion for helping clients achieve healthy skin is required. Reports To Fatima - Clinic Manager General Conditions Dermal therapy is a dynamic and rewarding field that offers exciting opportunities for those interested in skincare. As a dermal therapist, you will work in a clinical setting, using specialized equipment to perform treatments and improve the skin health of your clients. Whether you are working full-time or part-time, this career can offer a fulfilling work-life balance. While the job can be physically demanding, the satisfaction of seeing your clients' skin improve makes it all worthwhile. With the flexibility to work evenings and weekends, you can build a career that fits your schedule and your lifestyle. Overall, dermal therapy is an exciting and rewarding field that offers endless opportunities for growth and advancement. Key Reporting Area Client Progress Tracking: Key Performance Indicators •
Customer Satisfaction •
Client Retention Rate •
Revenue Growth
Key Reporting Area Compliance Reporting Key Performance Indicators •
Compliance Violation Rate •
Compliance Training •
Audit and Inspection Findings
Key Reporting Area Quality Assurance Key Performance Indicators •
Effectiveness of Treatment Plans •
Completeness of Documentation •
success/Improvements made to the clinic
Other Requirements 1. Licensing and Certification: Diploma of Beauty Therapy, Graduate Diploma of Dermal Science - Desirable Continuing Education: The field of dermal therapy is constantly evolving, with new technologies, treatments, and best practices emerging. Dermal therapists are expected to engage in ongoing professional development and continuing education to stay updated with the latest advancements. This may involve attending workshops, conferences, seminars, or pursuing advanced certifications. Continuing education ensures that therapists maintain their expertise and provide high-quality care to their clients. Professional Ethics and Standards: Dermal therapists are expected to adhere to a code of ethics and professional standards. This includes maintaining client confidentiality, promoting client safety and welfare, practicing within the scope of their training,
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and-performancev20_(1).docx documenting treatments accurately, and respecting cultural, social, and personal differences. Following ethical guidelines and professional standards is vital for building trust with clients and maintaining the integrity of the profession. Infection Control and Sterilization: Dermal therapists must have a thorough understanding of infection control principles and practices to prevent the transmission of diseases and ensure a safe treatment environment. This involves following proper sterilization protocols, using disposable or single-use items when necessary, maintaining cleanliness and hygiene in treatment areas, and educating clients on post-treatment care to prevent infections. Client Consultation and Assessment: Dermal therapists should conduct comprehensive client consultations and assessments before performing any treatments. This includes obtaining a thorough medical history, assessing skin conditions, identifying contraindications, discussing treatment goals and expectations, and obtaining informed consent. Ensuring proper client consultation and assessment helps therapists develop appropriate treatment plans and tailor treatments to individual needs. Assessor’s comments
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and-performancev20_(1).docx Question 3 Write a Personnel specification for a Receptionist.
Yes No
Personnel Specification –
Describe the person best suited for the position. What skills, knowledge and attributes will be required? 1. Education and Qualifications: - High School Diploma or equivalent. - Additional certifications or courses in customer service or receptionist training are desirable. 2. Communication Skills: - Excellent verbal and written communication skills. - Ability to communicate professionally and effectively with clients, visitors, and colleagues. - Active listening skills to understand and address inquiries and concerns. 3. Customer Service: - Strong customer service orientation with a friendly and approachable demeanor. - Ability to remain calm and professional in challenging situations. - Experience in handling customer complaints and resolving issues efficiently. 4. Organizational Skills: - Strong organizational and multitasking abilities to handle a busy reception area. - Efficient time management to prioritize tasks and manage appointments or bookings. 5. Computer Skills: - Proficient in using basic office software such as word processing, spreadsheets, and email. - Familiarity with using appointment scheduling software or customer database systems is a plus. 6. Interpersonal Skills: - A team player who can work effectively with colleagues across various departments. - Ability to maintain confidentiality, show empathy, and respect for privacy. 7. Professionalism: - Presentable appearance and professional conduct. - Punctuality and reliability in attendance. - Knowledge of workplace etiquette and ability to maintain a professional environment. 8. Problem-Solving Skills: - Resourcefulness to handle unforeseen circumstances or unexpected situations. - Proactive approach in finding solutions and offering assistance. 9. Flexibility: - Adaptability to work in a dynamic environment with varying tasks and responsibilities. - Willingness to work flexible hours, including evenings or weekends if required. 10. Language Skills: - Proficient in the local language and strong written and verbal communication skills. - Additional language skills may be desirable depending on the clientele or organizational requirements. Assessor’s comments In the hairdresser example the hairdresser must have as a minimum, Certificate 3 in Hairdressing, Level 2 in Computer Skills, a current First Aid Certificate, and current clean driver’s license. An outgoing personality and good communication skills are essential. Previous experiences in retailing and stock control are highly desirable but not essential.
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and-performancev20_(1).docx ACTIVITY 3 –
PERFORMANCE MANAGEMENT Question 1
Yes No
Write a Performance Review Tool for Sarah the
Dermal Therapist
. •
The review should also be dated to cover a particular period. For example is it a 3 monthly review, 6 monthly or annual review. •
Your performance Review Tool should closely match your Job Description created. You must clearly define KP
A’s, KPI’s and Measures. •
Your Review Tool should also assist in measuring Sarah’s performance towards the Sales Targets set in Workbook 4 –
Marketing, Activity 2 - Sales and Promotions. •
Don’t forget to include an area to record any training needs that may be determined as an outcome of a review. •
The next review date should also be noted. •
Include areas for signing for both the reviewer and person being reviewed.
Develop a Performance Review Tool. (Do not conduct an actual review; only develop a tool and instructions for use in review). Complete your tool below. Virtual Medispa Staff Performance and Sales Target Review Tool Employee:
Sarah Jung Position:
Dermal Therapist Review Period:
September 1
st
–
1
st
December 2023 –
(3 months) Overview: In the past three months, Sarah has demonstrated a strong commitment to providing exceptional skin care treatments and services to our clients. Overall, her performance has been commendable, and they have exhibited notable growth and progress in their role as a dermal therapist. Key Strengths: 1. Clinical Expertise: Sarah has showcased a solid understanding of skin anatomy, treatment protocols, and the latest industry trends. Her knowledge and skills have contributed to effective and safe delivery of a range of skin care treatments, including chemical peels, microdermabrasion, and laser therapy. 2. Client Interaction: Sarah has consistently displayed excellent interpersonal skills while working with clients. Her friendly and approachable demeanor, active listening abilities, and strong customer service orientation have resulted in positive client feedback and satisfaction. 3. Adaptability and Collaboration: Sarah has proven to be highly adaptable in our dynamic work environment. She has shown a willingness to collaborate with team members, contributing to a cohesive working atmosphere and efficient coordination of client care.
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and-performancev20_(1).docx KPIs, KPAs 1. Client Satisfaction with Treatment Outcomes: Our goal is to achieve a client satisfaction rate of 95% or higher. In the past 3 months Sarah has achieved a satisfaction rate of 97%, which is excellent. 2. Treatment Success Rates: Our goal is to have a treatment success rate of 90% or higher. In the past 3 months Sarah have achieved a success rate of 89%, which is a great improvement comparing to the previous 3 month review. 3. Compliance with Regulatory Standards and Ethical Guidelines: Our goal is to maintain 100% compliance with all relevant regulations and ethical guidelines. In the past 3 months, Sarah has maintained full compliance with all standards and regulations. 4. Revenue and Profit Margins: Our goal is to achieve a revenue growth rate of 10% or higher and a profit margin of 30% or higher. In the past 3 months, Sarah has not reached her monthly target of $15,000. To date her highest achievement was $10,000. Areas for Development: 1. Time Management: Sarah could benefit from further enhancing their time management skills and prioritization abilities. This improvement would enable them to effectively manage appointments, ensure punctuality, and minimize any potential scheduling conflicts. 2. Upselling and Product Knowledge: Although Sarah is proficient in delivering skin care treatments, she could further enhance their understanding of skincare products and their benefits. This would enable them to upsell and recommend appropriate products to clients, maximizing revenue and providing comprehensive skincare solutions. 3. Documentation and Record-Keeping: Sarah should strive to consistently maintain accurate and detailed treatment records. By ensuring proper documentation, She will further contribute to the smooth flow of information and enhance the overall quality and continuity of client care. Goals and Objectives: 1. Improve Time Management: Sarah will participate in time management training or seek guidance to enhance her organizational skills and ensure efficient scheduling and appointment management. 2. Enhance Product Knowledge & Upselling: Sarah will actively engage in ongoing product training sessions and demonstrate proficiency in recommending and upselling appropriate skincare products and treatments to clients. 3. Maintain Detailed Records: Sarah will focus on consistently maintaining comprehensive treatment records and securely storing client information for future reference and continuity of care. Conclusion: Overall, Sarah has shown great promise and dedication as a dermal therapist. With ongoing support, training, and focus on the identified areas for development, I am confident they will continue to excel in their role and contribute positively to our clinic's success. I look forward to their continued growth and success in the future. Reviewer: Grace Birch Reviewee: Sarah Jung Position: Clinic Manager Position: Dermal Therapist Date: 2
nd
December 2023 Date: 2
nd
December 2023 Assessor’s comments