manage quality customer service

1.1.

The term “group dynamics” was first coined by the social psychologist Kurt Lewin. The concept of group dynamics can be analysed through positive and negative effect in the group due to the team members or people (Cummings, Bridgman, Hassard & Rowlinson, 2017).

1.2

(a) changing perception of the team members.

(b) unstable decisions of the team leader also put negative effect on team performance.

(c) inappropriate remarks.

(d) lack of trust among team members also resultant in adverse impact on team performance (Cummings, Bridgman, Hassard & Rowlinson, 2017).

1.3

(1) The phenomenon of social loafing is the situation which implies that an individual will tend to work less when there are in the work as compare to working alone. Social loafing is one of the primary reasons behind less productivity of the team members.

(2) Negative consequences of social loafing are as follows: team members become lazy due to social loafing, it leads to poor team spirit, team members make least contribution in the group, etc (Bundy, Pfarrer, Short & Coombs, 2017).

(3) When the team size is large then it can be expected that around 20% to 30% employees will not work effectively due to social loafing. So, it increases the burden on team leaders for getting the work done. Although, in the collectivistic culture, there are major chances for developing the practices of social loafing.

1.4

· Developing rules for conduct: it is important to develop rules for conduct so that team members can be aware about their roles and responsibility in the effective way.

· Encouraging group loyalty: when a team leader encourages group loyalty then it can resultant in social loafing. Although, in reality, majority of the team members used to pay attention towards their own interest rather then concerning about group loyalty.

· Specifically defining the task: specifically defining the task can be useful method. Team leader need to guide team members to complete their specifically assigned goals and responsibilities in the effective way (Boon, Den Hartog & Lepak, 2019).

1.5

Groupthink is a phenomenon that occurs when the desire for group consensus overrides people’s common-sense desire to present alternatives. The reason behind groupthink are as follows leadership, decision-making, etc.

1.6

Advantages:

· Group decision making enables more information and more ideas.

· It incorporates greater amount of diversity.

· Satisfactory decisions can be made when entire group makes decisions.

Disadvantages:

· Group decision making is the time-consuming process.

· There is lack of individual domination in the group decision making process.

· The major disadvantage is digression is inevitable in the group decision making process (Arslan, Sarıdemir, Bayraktar & Evrensel, 2017).

1.7

· Setting goals for the team members

· Empowering and motivating the team members.

· Communication is the key for team building.

For example: John is the team leader of XYZ company’s production department. He decided to develop team-building technique to bid the team members. First, he made specific goals for the team members then (second), he adopts various motivational theories to empower team members (such as: Maslow's Need Hierarchy Theory, McClelland's Need Theory, etc). In the end, he decided to encourage open communication among the team members (Arslan, Sarıdemir, Bayraktar & Evrensel, 2017).

1.8

It implies that finding a proposal that can be acceptable to all the team members with least or no member opposing it. It also implies about the effective solution that can be accomplish by all the team members. It is important to understand that consensus decisions can lead to positive outcomes in the effective way.

1.9

· Brainstorming of ideas: it is a technique in which all the team members come together and analyse for the ideas. In the process of brainstorming, people become able to think freely and suggest various ideas.

· Nominal group techniques (NGT): is a structed variation of a small-group discussion to reach a consensus. In NGT, individual need to respond to the questions posted by a moderator and then suggestions or ideas for group members are prioritize (Boon, Den Hartog & Lepak, 2019).

1.10

· Focusing on establishing clear goals for both parties.

· Need to figure out a way in which common interest of both parties can be satisfied.

· Determining and overcoming barriers to the common goals.

· Finding best way so that both parties can satisfy their expectations.

1.11

In an organization, number of situations occurs which holds major chances for arisen disputes (Bundy, Pfarrer, Short & Coombs, 2017). Due to handling various disputes, it becomes important for an organization to have effective program for resolving workplace conflicts in the effective way. In Australia, a dispute can also be solved by the Fair Work Commission if the company wants involvement of the government authorities. Although, a minimum legal obligation is required to fulfil in order to take interference of the Fair Work Commission to resolve the conflict (Bundy, Pfarrer, Short & Coombs, 2017).

Task 2

From: [email protected]

To: [email protected]

CC:

BCC:

Subject: Regarding the contents of the operational plan

Hi steven,

I hope you are doing well. I request you to please review the contents of the operational plan.

Contents of operational plan are as follows:

· Quality standards.

· Risk management guidelines.

· Implementation timetables.

· A process for monitoring progress

Please review these contents of operational plan. Apart from this, I like to invite you to the performance planning meeting. Below are the details for performance planning meeting:

Date: 10th February, 2021

Time: 10:00 A.M

Thank You

Bikash Thapa

2.3 send an email to the general manager

From:[email protected]

To: [email protected]

CC:

BCC

Subject: More budget is required for effective marketing and more staff members are required to fulfil operational plan requirements.

Hello Sir,

It is requested from you to please provide more budget for generating effective marketing outcomes and please allocate more staff members so that requirements for operational plan can be fulfil. Apart from this, I also like to request you to please pay attention to the following workplace concern:

1. Effective communication is required in the workplace to function accordingly. In the past, many incidents have been occurred when team members mis-interpreted instructions or guide lines.

2. Team members wants that there should be no gender discrimination in the workplace. Although, gender-specific events promotes gender discrimination.

I request you to please take required action on the above issues.

Thank You

Bikash Thapa

2.4 team performance plan

Name: FSEC work team

Name of Manager: Bikash Thapa

Date of performance planning: 10th February, 2021

Mid-cycle review discussion: 10th August, 2021

End-cycle review discussion: 10th February, 2022

Strategies for the operational plan

2.4.1

In this year, the main work will be to improve team member’s retention rate by the 30% to 40%. Improving this retention rate will help in decreasing the cost of human resource management (HRM).

2.4.2

By encouraging open communication, it will help in improving work and interaction with others.

2.4.3

Taking training for digital marketing strategies and learning various effective ways for online promotion strategies.

2.4.4

Yes, following support is required from the management.

· Require flexible working hours from the management.

· Management should include team into decision-making process.

2.4.5

Through various key performance indicators (KPIs) such as: my monthly performance will improve, I will take less leave, etc.

2.5 send an email to the assessor

From: [email protected]

To: [email protected]

CC:

BCC:

Subject: Requesting for feedback

Attachments: team performance plan

Hello Sir,

I hope you are doing well.I want to request you to please give feedback on the team performance plan. I also request you to please review my suggestion for necessary team activities:

1. Team outing in every 30 days.

2. Giving extra day off to team members if they had completed the target.

Apart from this, I am planning to conduct a meeting with all the team members so that they (team members) can express their concern regarding the workplace concerns.

TASK 3

3.1 email to professor

From:[email protected]

To:[email protected]

CC:

BCC

Subject: Requesting you to please review professional development policy

Attachment: Professional development policy

To steven,

I hope you are doing well.I like to request you to please review professional development policy for Football South East Coast. The reason behind making professional development policy is that currently, Football South East Coast does not have any professional development policy in place.

Thank You

Bikash Thapa

3.2 send an email to the team

From:[email protected]

To:[email protected]

CC:

BCC:

Subject: Benefits to team members when they will participate in the professional development

Attachment: Professional development policy

Hello Sir,

There are many benefits for the team members if they will participate in the professional development, such as: it will improve their behaviour in the team, if will enable team members to understand each other’s behaviour, it will make help in better brainstorming of ideas (as team members will able to do brainstorming more professionally), etc.

Thank You

Bikash Thapa

4.1

· Ensuring program for the players for the benefit for their family members.

· Giving e-commerce gift cards to the players.

· Ensuring domestic as well as international vacations for the team players.

· Providing monetary rewards to the players.

· Acknowledging their name for their good work.

4.2 send an email to general manager

From:[email protected]

To:[email protected]

CC:

BCC

Subject: Approval for awards and recognition scheme

Hello Sir,

I have decided few awards and recognition scheme that can work best for motivating the players. It is necessary to showcase players that they have opportunity for earning certain awards if they will stand on the expectations of the board. I request you to please review below awards and recognition scheme:

· Ensuring program for the players for the benefit for their family members.

· Giving e-commerce gift cards to the players.

· Ensuring domestic as well as international vacations for the team players.

· Providing monetary rewards to the players.

· Acknowledging their name for their good work.

I request you to please grant me an approval. So that I can forward this scheme. Although, if you want to any changes in this scheme then please revert to me. I will make necessary changes as per your request.

Thank You

Bikash Thapa

4.3 send an email to the assessor

From:[email protected]

To:[email protected]

CC:

BCC:

Subject: Thanking you for your efforts in helping us to accomplish strategic goals and details about reward and recognition scheme to the players.

Attachment: reward and recognition scheme

Hello Sir,

I am grateful to you for your efforts. As, through your efforts we are able to accomplish strategic goals of the team. Apart from this, I like to describe details to you for the reward and recognition program that I have designed for the players. As, this reward and recognition plan will motivate the team members to accomplishing higher team standards. I request you to please review below attachment.

Thank You

Bikash Thapa

TASK 5

5.1 send an email to assessor

From:[email protected]

To:[email protected]

CC:

BCC:

Subject: Requesting to you for attending a meeting

Hello,

It is my request to you for attending a meeting to discuss the work performance issue. It is important to overcome these performance issues because it is putting adverse impact on entire productivity. There are various identified issue in the performance, such as: poor prioritizing, lost time, slow response to work requests, preventable accidents, etc. I request you to please attention this meeting.

Date of the meeting: 10th February, 2021

Time: 2:00P.M

Thanks and regards

Bikash Thapa

5.2 conduct meeting with communication officer

It is important to rectify performance issues from the team because it will put adverse on the entire department and later on, it can also resultant in decreasing profitability of the company. It is necessary to identify the reason behind the performance issues of the employees and to develop effective key performance indicators so that performance of the employees can be enhanced in the effective way. It is suggested to first aim at gathering 360 feedback from the employees so that it can be analysed about the requirement of the employees and the workforce. Further strategies should be made on the bases of feedback received from the employees.

5.3 send an email to the communication officer

From:[email protected]

To:[email protected]

BCC:

Subject: Summarising agreed solution

Hello,

It is agreed that in order to enhance performance of the team members, the management will first aim at obtaining feedback from the team members in the effective way. Later on, on the bases of the feedback, it will be analysed that which steps should be take into consideration to overcome the issues.

Thanks and Regards

Bikash Thapa