LEARNER ASSESSMENT PACK

BSBWOR502 Lead and Manage Team Effectiveness (Release 1)

Assessment Tasks

For this unit you are required to complete the following assessments: Assessment Task 1 – Establish Team Performance Plan

Assessment Task 2 – Develop Team Cohesion and Facilitate Teamwork Assessment Task 3 – Liaise with Stakeholders

At the end of this Learner Assessment Pack (once you have completed the above Assessment Tasks) you will be required to submit your work online where you will agree to the required student declarations.

©2020 College for Adult Learning. This Assessment Pack was developed by the College for Adult Learning V120

Table of Contents

Assessment Description…………………………………………………………………………………. 4

Introduction…………………………………………………………………………………………………… 4

Assessment Task 1 – Establish Team Performance Plan…………………………………… 6

Task Description…………………………………………………………………………………………. 6

Assessment Task 1 Specifications……………………………………………………………….. 7

Procedure………………………………………………………………………………………………….. 7

Scenario…………………………………………………………………………………………………….. 9

Appendix 1: Customer Service Team: Introduction…………………………………………… 16

Assessment Task 2 – Develop Team Cohesion and Facilitate Teamwork…………… 20

Task Description……………………………………………………………………………………….. 20

Scenario…………………………………………………………………………………………………… 21

Assessment Task 2 Specifications……………………………………………………………… 22

Procedure………………………………………………………………………………………………… 22

Assessment Task 3 – Liaise with Stakeholders……………………………………………….. 25

Task Description……………………………………………………………………………………….. 25

Scenario…………………………………………………………………………………………………… 26

Assessment Task 3 Specifications……………………………………………………………… 27

Procedure………………………………………………………………………………………………… 27

Assessment Description

This task requires the learner to build a work team, help assign responsibilities for a team project, develop a performance plan, and support team members to carry out assigned responsibilities. To complete this comprehensive assessment, the learner must complete 3 assessment tasks. For a task to be considered satisfactory, all elements of it must be complete. On completion of the 3 tasks, the learner will demonstrate that they can:

• Establish Team Performance Plan
• Develop Team Cohesion and Facilitate Teamwork
• Liaise with Stakeholders
• Embed Team Process Improvement

Introduction

Before you commence this Learner Assessment Pack, you must ensure that you have a good understanding of this subject by completing all of the learning materials, learning activities and quiz included in this unit. You must also make sure that you understand the assessment requirements – by reading this document carefully.

All students who have nominated a third party for their course must provide a completed third-party evidence collection form for this unit. You can nominate a third party here.

All documents submitted for this assessment must:

• be correctly named
• be professionally presented and typed
• have your name in the footer of each page of the document
• include a bibliography and in text citations using the Author Date method for more information click here.

We recommend that you submit all assessment documents in a zipped folder and all learning journal activity documents in a separate zipped folder. Click on the Assessments tab within the unit and use the Assessment Submission field to attach your two zipped folders.

NOTE: To complete this assessment package in the workplace, you must have responsibility for a team of at least three people and have access to the organisation’s documentation.

Assessment Tasks 1 and 2 can be undertaken either using John Readings or your own

workplace. Please ensure you can meet ALL requirements (including videos) if selecting your workplace. Assessment Task 3 can only be undertaken using the John Readings case study.

Assessment Task 1 – Establish Team Performance Plan

Task Description

This is the first assessment task in this assessment package. You must complete all three tasks. For this task, you will demonstrate the skills and knowledge required for establishing a team performance plan using either:

• John Readings (Case Study), or
• Your own work team

Assessment Task 1	Assessment Task 2	Assessment Task 3	Submit your Assessment
Develop Team Performance Plan	Develop Team Cohesion and Facilitate Teamwork	Liaise with Stakeholders

NOTE: The work completed for this assessment task provides the basis for completing Assessment Tasks 2 and 3. Ensure you keep a copy of this completed assessment for future use.

This task is to be completed in your own time and once you have completed the program of learning for this unit. The answers and all relevant documents must all be submitted for assessment.

It is recommended that you create an assessment folder for all of the documents required for this assessment. When saving files be sure to clearly identify the related task for example:

• BSBWOR502_Assessment_Task_1_ Develop Team Performance Plan

You must answer all questions correctly to demonstrate knowledge performance and/or complete all tasks satisfactorily to demonstrate task application.

Task 1 Specifications

You must submit:

• Work team breakdown report

• Team performance plan

• Skills audit (for every team member) and individual training needs

• Individual action/performance plans (one for each team member, aligned to the team performance plan)

• Team meeting agenda

• Email informing team members of the team meeting (including the purpose and meeting logistics)

• Minutes of the team meeting including notes of feedback from team members

• Simulation with Assessor (case study) OR provide a video of a similar team meeting in your workplace including consent form, participant evaluation forms and self- evaluation form

• Final copies of the team and individual performance plans incorporating the changes made after the meeting

• PowerPoint presentation and briefing notes

Procedure

Your task is to develop a teamwork plan by following the guide in this document and by addressing all of the numbered points. Every part is important so make sure you complete each fully before moving on.

USING JOHN READINGS CASE STUDY

• Read and carefully review the information provided in the case study scenario below.
• Locate and review the associated company documents (as listed above), then
• Answer the questions below the case study scenario.

IN YOUR WORKPLACE

• Be sure you have a team (at least three people plus yourself) then,
• Locate and review relevant workplace documents including:

• The operational plan for your department,
  • Other planning documents (for example the mission, vision and company/strategic plan),
  • Structure (i.e. organisational chart),
  • Policies and procedures.
• Answer the questions below the case study scenario for your workplace and team.

NOTE: You will need to develop a performance plan for your work team based on the most recent operational plan.

Scenario

John Readings started life as an Australian-based book retailer and specialist publisher. The company takes orders from specialist retailers and other organisations and supplies them with book products that contain details of the purchasing company and/or customer.

Recently, John Readings has found its market share in decline due to a strong Australian dollar and increased overseas competition. In addition, labour costs are eating into profit margins.

Trends in the Australian book industry suggest that the company, although it is in a strong financial position now, will struggle to make a profit within two years.

To ensure the continued existence of John Readings, the company embarked on a bold new strategic direction:

1. Develop and publish a broad selection of authors and sell direct to B2B as well as consumers,

• Purchase/takeover suitable Australian publishing companies,

• Leverage online and e-commerce opportunities to reduce bricks and mortar costs and increase profit margins.

Company vision: In the next five years, John Readings will re-establish itself as a large, multi- channel and profitable book company providing a range of innovative and exciting new titles to a world market and thereby securing a future for Australian publishing and book sales.

You are the leader of the Customer Service team of a busy, customer-focused support centre within John Readings online business (i.e. telemarketing/customer support). You are responsible for ensuring that the support centre is always staffed with appropriate staff who can make callers feel comfortable, attend to their questions and needs knowledgably and promptly and who are able to explain and promote new products and services of the company.

At any one time you have a team of five support centre staff with three required per shift. Due to the nature of the work you have an average staff turnover of one position quarterly.

NOTE: You can find a brief introduction to each of your current team members in Appendix 1.

At a recent department meeting, the department’s operational plan was introduced from which you now need to develop a performance plan for your customer service team. You also need to remember the ongoing team requirements as well as those new requirements brought about by the operational plan.

1. For this task, create a Word document titled: Work team breakdown. This is a business report for management that describes your team (i.e. skills and abilities) and outlines the team objectives. For tips on writing a business report click here. The report will need to be in business format (with a table of contents etc.) and address the following headings:

1. A brief overview of the organisation and its background and a description of the type of activities it conducts,

• The vision, mission and purpose of the organisation,

• The goals/objectives of the organisation,

• The name of the team and the department in which it is located, the number of team members and a description of the overall activities of the team (NOTE: If you are using the case study, you can find a brief introduction to all 5 team members in Appendix 1),

• Define the team’s goals for the next 12 months (ensure that they are SMARTA goals).

• As the team leader/manager, you need to develop the objectives and KPIs for each team goal and put them into a plan for the year ahead. You can do this by using the template found here or use your own formatting (or that provided by your workplace for team performance plans).

1. Refer to the team objectives that you identified above. Analyse the objectives and confirm that they meet the SMARTA criteria.

• For each of the objectives in your plan design the KPIs. For each one, set team and individual goals, then

• State the method/information you will use to measure whether the standard has been met.

• Now that you have the team objectives and KPIs in your performance plan, the next step is to add in:

1. The methods/processes that you will use,

• The contributions and expectations from each team member,

• Any risks or constraints (to achieve each of these),

• Timelines,

• Resources needed.

• Based on the plan that you have developed, identify the methods that you will use to support your team and underneath the table in the plan, explain why you have selected each one to meet the expected performance outcomes in:

• Performing the tasks in the most efficient and effective manner,

• Developing and improving their knowledge and skills to perform the task.

• Conduct a skills audit for all team members and include it in your plan and identify any training and development requirements needed for team members to be able to complete their own work plan and contribute fully to the team plan. To conduct the skills audit you can use the template found here, design your own or use a template provided by your workplace for skills audits.

• Develop an individual performance/action plan for each of the 5 team members and clearly documents how each team member will achieve the goals in the team plan. To do this you will need to consider the skills audit you did and then:

1. List all your team members; here you need to identify each team member by name and job title. Provide a short description of their role within the team and explain how they contribute to the team goals/objectives (where available you could include employee profiles here and/or attach PD’s),

• List the contributions and expectations from each team member (i.e. what their role will be),

• Compile a list of strengths and weaknesses for each team member,

• Develop a draft performance/action plan (using the template here) for each team member (i.e. 5 draft plans) that shows the high-level activities for the next 12 months and highlights any risks or constraints,

• Identify both formal and informal training and/or other development each team member requires.

• Now that you have a draft copy of each team member’s performance/action plan, the next step is to discuss the team and individual plans with your team members to gain their buy-in and support as well as their feedback.

Individual plans may then need to be adjusted to incorporate each team member’s feedback and suggestions. You will need to review the purpose of the team plan and then discuss the team plan in detail, making sure to seek and obtain feedback from team members.

Then you will need to introduce the purpose and structure of the individual performance plans and how they link to the team plan.

To prepare for the role play you will need to ensure that you have:

1. the five draft plans which includes any training and/or other development options required for the specific team member (based on their skills audit).

• A completed agenda for the team meeting. You can complete the agenda using the template provided here.

• Draft a group email to the five team members, notifying them of the meeting and its purpose etc. Ensure that your agenda is attached.

IN THE WORKPLACE

Keep a copy of the email sent and file it with your documents for later submission to your assessor. Your assessor will need to see evidence that you have notified your team (via email) of the team meeting and sent them the agenda. You will also need to provide the minutes of the meeting.

NOTE: You will need to video your meeting and submit the video (in MP4.video format) along with the rest of your assessment submission – at the completion of this assessment. Your video must comply with the requirements outlined here.

JOHN READINGS CASE STUDY

NOTE: You must submit the team email to your assessor as a pre-assessment submission at least three days prior to your simulation call. On the Assessments tab of this unit attach your documents in the Pre-Assessment Submission portal. Note that, although there are 5 members of the team, it is possible that not all will be able to attend the team meeting, so

you should plan for between 2-5 attendees. You will need to develop draft plans for all 5 team members.

Then, when you have completed all the activities listed above and are ready to conduct the team meeting to discuss the team and individual plans, you will need to make a booking with your assessor.

NOTE: At the commencement of this booked meeting, your assessor will advise you which team members are in attendance and who is absent.

Based on the selected method (workplace or case study) you must now meet with the team to review their performance. You must submit the minutes of this meeting.

For both options:

Review the Assessor Observation Report to ensure that you understand and address all of the criteria listed. During the role play the Assessor will complete the Observation Report to confirm the skills and knowledge being demonstrated.

Ensure that you address all criteria listed below and that your responses are clear, detailed and reflect the appropriate tone and vocabulary for the context.

The simulation with your Assessor or video must be 30 minutes in duration.

During the simulation call or video, you will need to:

1. Highlight the key attributes of each team member

• Discuss an area of improvement by the team

• Demonstrate your ability to encourage the team

• Demonstrate effective communication skills to encourage their participation

Confirm their individual responsibilities as part of the team to achieve the desired outcomes

• After the meeting you will need to incorporate the feedback/suggestions etc. from the attendees into the team and individual plans.

• To assist your team members to understand team performance you have decided to create a short PowerPoint presentation and briefing notes to present at the next team meeting. Your presentation and participant briefing notes must be 5 – 7 slides and include information on:
  • Explain how group dynamics can support or hinder team performance

• Outline strategies that can support team cohesion, participation and performance

• Explain strategies for gaining consensus

• Explain issue resolution strategies.

Appendix 1: Customer Service Team: Introduction

                                 John Readings Pty Ltd

ONLINE CUSTOMER SERVICE TEAM

Online Support Centre, Head Office Sydney Introduction

Average staff turnover 1 position bi-monthly

Name	No. yrs with JR	PT/ Casual	Key Skills	Education	Comments
Mohammad Beill	7yrs	F/T	Achieved budgets over the last five years staying within the top 5% of performers within that same time frameAble to assign casual labour to achieve customer readiness and improve efficiency with daily workloadImplemented personal work plan achieving all KPIs and contributing fully to team planExcellent general product knowledge and B2B Accounts	No formal educationCompleted 6-month Sales Course	Retail sales Rep of year 2018   Excellent English language skills   Acting Store Manager for 6 months   Mohammad is very negative about John Readings and the way the company is restructuring the business. He is concerned for the people he’s worked with whom are not likely to be redeployed

Jill Hanrahan	9mths	F/T	Used innovative promotional strategies and product placement to grow corporate retail grocery sales by 10% last yr. (new to online /sales/publishing etc.)   Able to consistently develop strong customer rapport and established sound B2B relationshipsThorough knowledge of each account   Secured incremental business with new distribution and cross-merchandising	Completed 2 yrs. of marketing degree	Highly effective communicator, contributes ideas, energy and desire to achieve goals to succeed both as an individual and a team memberNew to online book/ publishing   Basic level skills in CRM   Jill is not happy with the call centre nature of this new role and much prefers to work with customers in a face to face environment. She finds phone conversations are impersonal and make it much harder to connect with the customer.
Bernie Bell	10 yrs.	F/T	Has assisted in the training and development of staff members on company policy, procedures and sales tacticsDeveloped and implemented cold call workshops to increase consumer sales by 25%, business sales 15% and revenue 30% within 2 store locations	Diploma Sales and Marketing	Excellent customer service practitioner in John Readings Retail bookstores, consistently exceeded personal and team targets.Not familiar with online environment, steep learning curve

					Older demographic and is finding it hard to learn how to use the new CRM.Bernie is bitter that John Readings have treated him so poorly. He is a long- standing employee and feels he should have been looked after better. He doesn’t think he’d find another job, so he has to suck it up but, he is depressed and this is impacting on his work.
Addison Ho	18 mths	F/T	Held job in large call centre for 2 years   Experienced in following sales script and closing the saleUtilised wide ranging programs for accounting point of sale, tracking of sales and customer metricsPerformed technical service functions to assist with trouble shooting IT	Degree in Computer Networking	Excellent IT/ Problem-solving skills   Able to utilise digital marketing to achieve % salesEnglish language skills – proficient written language but hard to understand over the phoneAddison is not concerned with all the changes occurring at John Readings as an IT specialist change is pretty much the norm. Doesn’t really worry about other team members and/or employees who may lose their jobs.

Bailey Brown

5 mths

P/T

Able to engage customers and find out what they want/need etc.Comfortable with IT/confident database user/zero errors

Yr. 12   Currently studying P/T

School leaver first job   Needs support and guidance from team leader/ managerThis job is Bailey’s first post-school job. He is enjoying it but, sometimes finds it hard to get the help and support he needs.

Assessment Task 2 – Develop Team Cohesion and Facilitate Teamwork

Task Description

For this task, you are required to develop team cohesion and facilitate teamwork using either:

• John Readings (Case Study), or
• Your own work team.

Assessment Task 1	Assessment Task 2	Assessment Task 3	Submit your Assessment
Develop Team Performance Plan	Develop Team Cohesion and Facilitate Teamwork	Liaise with Stakeholders

NOTE: The work completed for this assessment task provides the basis for completing Assessment Task 3. Ensure you keep a copy of this completed assessment for future use.

This task is to be completed in your own time and once you have completed the program of learning for this unit. The answers and all relevant documents must all be submitted for assessment.

It is recommended that you create an assessment folder for all of the documents required for this assessment. When saving files be sure to clearly identify the related task for example:

• BSBWOR502_Assessment_Task_2_Develop Team Cohesion and Facilitate Teamwork

You must answer all questions correctly to demonstrate knowledge performance and/or complete all tasks satisfactorily to demonstrate task application.

Scenario

John Readings started life as an Australian-based book retailer and specialist publisher. The company takes orders from specialist retailers and other organisations and supplies them with book products that contain details of the purchasing company and/or customer.

Recently, John Readings has found its market share in decline due to a strong Australian dollar and increased overseas competition. In addition, labour costs are eating into profit margins. Trends in the Australian book industry suggest that the company, although it is in a strong financial position now, will struggle to make a profit within two years.

To ensure the continued existence of John Readings, the company embarked on a bold new strategic direction:

1. Develop and publish a broad selection of authors and sell direct to B2B as well as consumers,

• Purchase/takeover suitable Australian publishing companies,

• Leverage online and e-commerce opportunities to reduce bricks and mortar costs and increase profit margins.

Company vision: In the next five years, John Readings will re-establish itself as a large, multi-channel and profitable book company providing a range of innovative and exciting new titles to a world market and thereby securing a future for Australian publishing and book sales.

You are the leader of the Customer Service team of a busy, customer-focused support centre within John Readings online business (i.e. telemarketing/customer support). You are responsible for ensuring that the support centre is always staffed with appropriate staff who can make callers feel comfortable, attend to their questions and needs knowledgably and promptly and who are able to explain and promote new products and services of the company.

You have now developed a performance plan for your Customer Service team. You also need to remember the ongoing team requirements as well as those new requirements brought about by the Operational Plan. The plan states that, over the next 12 months, John Readings is aiming to:

• Increase sales by 30%
• Build market loyalty by specifically targeting young families as customers

Task 2 Specifications

You must submit:

• Managing team performance report

• Managing poor performance document

Procedure

Now that your team has completed their team performance plan as well as individual performance plans, you will need to meet to discuss achievement of individual goals and provide feedback on others’ work. You will also need to work through and resolve any issues with your team in order the achieve you team performance goals

1. Create a Word document titled: Managing team performance and prepare a written report for your manager. For tips on writing a business report click here. Your report must include:

1. Describe three strategies you could use to ensure team members have input into planning, decision making and operational aspects of work team

• Explain what each method entails and why you would use it

• Make a list of the policies and procedures in the organisation that relate to team members taking responsibility for their own work and undertake their roles and responsibilities,

• Identify any policies and/or procedures that are missing and that should be developed

• Develop at least one missing policy/procedure and attach as an Appendix in your report. NOTE: These must be formatted correctly and follow the organisation’s style guide

• Consider possible processes you could use for the identification and resolution of team issues. In your role as the team leader, outline three processes you can use and explain why and/or when you would use them

• Explain the importance of timely feedback on performance and outline how you will provide this

• Explain how you will encourage, value and reward individual and team efforts. What methods would you use?

1. Describe the actions you will take to ensure that your own contribution to the work team serves as a role model for others and enhances the organisation’s image for all stakeholders

• In your report you must also document how you manage a poor performer? Ensure that you address the following:

1. List the strategies you might use,

• Flowchart the process you would follow, and

• Explain the counselling process, what it entails and when you think it is appropriate

• There are a number of employees that may show signs of reduced and/or poor performance. From the work you did in Assessment Task 1 include the following in your report:

1. Identify the employees you would consider at risk and/or would probably monitor more closely,

• Explain why,

• What strategies could you put in place to address the potential you’ve discovered for poor and/or unsatisfactory performance and why?

• Create a Word document titled: Managing Poor Performance, read the following scenario and answer the questions below it.

1. Outline how you would handle this situation.

• How could the team handle this situation (as a team)?

Assessment Task 3 – Liaise with Stakeholders

Task Description

For this task, you are required to liaise with stakeholders about the performance of the team by using:

• John Readings (Case Study)

Assessment Task 1	Assessment Task 2	Assessment Task 3	Submit your Assessment
Develop Team Performance Plan	Develop Team Cohesion and Facilitate Teamwork	Liaise with Stakeholders

NOTE: Ensure you keep a copy of this completed assessment for future use.

This task is to be completed in your own time and once you have completed the program of learning for this unit. The answers and all relevant documents must all be submitted for assessment.

It is recommended that you create an assessment folder for all of the documents required for this assessment. When saving files be sure to clearly identify the related task for example:

• BSBWOR502_Assessment_Task_3_ Liaise with Stakeholders

You must answer all questions correctly to demonstrate knowledge performance and/or complete all tasks satisfactorily to demonstrate task application.

Scenario

John Readings started life as an Australian-based book retailer and specialist publisher. The company takes orders from specialist retailers and other organisations and supplies them with book products that contain details of the purchasing company and/or customer.

Recently, John Readings has found its market share in decline due to a strong Australian dollar and increased overseas competition. In addition, labour costs are eating into profit margins. Trends in the Australian book industry suggest that the company, although it is in a strong financial position now, will struggle to make a profit within two years.

To ensure the continued existence of John Readings, the company embarked on a bold new strategic direction:

1. Develop and publish a broad selection of authors and sell direct to B2B as well as consumers

• Purchase/ takeover suitable Australian publishing companies

• Leverage online and e-commerce opportunities to reduce bricks and mortar costs and increase profit margins.

Company vision: In the next five years, John Readings will re-establish itself as a large, multi-channel and profitable book company providing a range of innovative and exciting new titles to a world market and thereby securing a future for Australian publishing and book sales.

You are the leader of the Customer Service team of a busy, customer-focused support centre within John Readings online business (i.e. telemarketing/customer support). You are responsible for ensuring that the support centre is always staffed with appropriate staff who can make callers feel comfortable, attend to their questions and needs knowledgably and promptly and who are able to explain and promote new products and services of the company.

You have now developed a performance plan for your Customer Service team. You also need to remember the ongoing team requirements as well as those new requirements brought about by the Operational Plan. The plan states that, over the next 12 months, John Readings is aiming to:

• Increase sales by 30%
• Build market loyalty by specifically targeting young families as customers

Task 3 Specifications

You must submit:

• Meeting agenda

• Meeting notes

• Simulation with your Assessor

• Performance management evaluation report

• Simulation with your Assessor

• Email to manager

• Ten questions for focus groups

• PowerPoint presentation and briefing notes

• Email including action plan

Procedure

• Book a simulation call with your Assessor, who will role play your John Readings manager, to discuss team performance issues and possible strategies you could implement to keep the team on track to achieve the team goals.

• Develop a meeting agenda. The agenda should include the performance issues as well as a discussion of a process (or processes) you could utilise for the resolution of team issues, a template is provided here.

• Prepare to take notes on issues and solutions and any unresolved issues and submit as evidence.

• Lead and participate in the meeting with your manager (Assessor) by outlining:

• The achievement of team goals and issue/s encountered,

• How you have used constructive feedback to encourage, value and reward achievements while also demonstrating appreciation for each team member’s contributions,

• Identify the performance problems which you have found and discuss with your manager the solutions you have come up with to resolve team issues and to keep individuals on track to achieve theirs and the team’s goals. If applicable, you may suggest coaching, training, etc.

Your assessor will take on the role of the Operations and Customer Service Manager. You will need to lead the meeting.

To prepare for the role play:

Review the Assessor Observation Report to ensure that you understand and address all of the criteria listed. During the role play the Assessor will complete the Observation Report to confirm the skills and knowledge being demonstrated.

Ensure that you address all criteria listed above and that your responses are clear, detailed and reflect the appropriate tone and vocabulary for the context.

The simulation with your Assessor must be 30 minutes in duration.

• Your manager has requested an update on how performance can be managed effectivley. Create a Word dcoument titled: Performance Management Evaluation Report. Prepare a written report to your Manager which addresses the points below:
  • What documents could you refer to in order to revisit the team purpose, roles, responsibilities, goals, plans and objectives?
  • What sort of information (internal and external) could you gather to help to inform you and, that you could learn from to assist the team?
  • What procedures would you use to investigate and identify the problem/s and find solutions to them?
  • Explain in detail how the following issues could be affecting productivity:

• Delegation and work allocation,

• Group dynamics,

• Leadership styles,

• Motivation,

• A long-term disagreement between two members of the team

• What recommendations would you make to management to improve productivity levels?
  • How would you provide performance feedback (based on your findings/recommendations) to your team and how would you keep them informed of the discussions you are having with management? Provide three examples.
  • How important is what you say and do in relation to your work output in this process?
  • How would you communicate these issues and the recommended solutions back to your line manager?
  • How would you check that your recommendations are improving team performance? Explain the process step by step.
  • What follow up action will you take?

• Book a simulation call with your Assessor. Arrange a meeting with your team (see Assessment Task 1 Appendix 1 for details). Your assessor will take on the role of your team. You will need to lead the meeting and communicate the information you have received from your manager.

To prepare for the role play:

Review the Assessor Observation Report to ensure that you understand and address all of the criteria listed. During the role play the Assessor will complete the Observation Report to confirm the skills and knowledge being demonstrated.

Ensure that you address all criteria listed above and that your responses are clear, detailed and reflect the appropriate tone and vocabulary for the context.

The simulation with your Assessor must be 30 minutes in duration. During this meeting you are required to:

1. Explain the issues and feedback you have received from your manager to the team

• Encourage team members and individuals to participate in and to take responsibility for providing feedback on the issues raised

• Support the team in identifying and resolving work performance problems

• Provide feedback to team members to encourage, value and reward individual and team efforts and contributions

• Your team has suggested that there is little clarity on the expectations of customers, and this is an issue for them when determining the priorities and focus of their work. The team has asked if two focus groups could be organised, one for internal customers and one for external customers. The aim of these focus groups is to gather more information about their service expectations. Draft an email to your manager requesting permission to undertake this.

• Your manager has agreed to the focus groups. Draft ten questions you could use to gather feedback from your internal and external stakeholders.

• Create a PowerPoint presentation and briefing notes for your team consistening of 4-6 slides. Your presentation and briefing notes must explain in detail the strategies and/or techniques could you employ to encourage and build:

1. Motivation

• Problem solving and creative/lateral thinking

• Innovation.

9. Draft an email to your manager describing the corrective action you would take to resolve the performance issues. Provide an action plan, a template is provided here.

Assessment Task 1	Assessment Task 2	Assessment Task 3	Submit your Assessment
Develop Team Performance Plan	Develop Team Cohesion and Facilitate Teamwork	Liaise with Stakeholders

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