Please complete the following activities and hand in to your trainer for marking. This forms part of your assessment for BSBWOR502: Lead and manage team effectiveness.

Name: _____________________________________________________________

Address: _____________________________________________________________

_____________________________________________________________

Email: _____________________________________________________________

Employer: _____________________________________________________________

Declaration

I declare that no part of this assessment has been copied from another person’s work with the exception of where I have listed or referenced documents or work and that no part of this assessment has been written for me by another person.

Signed: ____________________________________________________________

Date: ____________________________________________________________

If activities have been completed as part of a small group or in pairs, details of the learners involved should be provided below;

This activity workbook has been completed by the following persons and we acknowledge that it was a fair team effort where everyone contributed equally to the work completed. We declare that no part of this assessment has been copied from another person’s work with the exception of where we have listed or referenced documents or work and that no part of this assessment has been written for us by another person.

Learner 1: ____________________________________________________________

Signed: ____________________________________________________________

Learner 2: ____________________________________________________________

Signed: ____________________________________________________________

Learner 3: ____________________________________________________________

Signed: ____________________________________________________________

Competency Record to be completed by Assessor

Learner Name: _______________________________________________________

Date of Assessment: _______________________________________________________

The learner has been assessed as competent in the elements and performance criteria and the evidence has been presented as;

	Assessor Initials
Authentic
Valid
Reliable
Current
Sufficient

Learner is deemed: COMPETENT NOT YET COMPETENT (Please circle)

If not yet competent, date for re-assessment: ____________________________________

Comments from Trainer / Assessor:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Assessor Signature: ________________________________________________________

Observation/Demonstration

Throughout this unit, the learner will be expected to show their competency of the elements through observations or demonstrations. The observations and demonstrations will be completed as well as the formative and summative assessments found in the Learner Workbook. An explanation of demonstrations and observations:

Demonstration is off-the-job

A demonstrationwill require:

Performing a skill or task that is asked of you

Undertakinga simulation exercise

Observation is on-the-job

The observation will usually require:

Performing a work based skill or task

Interaction with colleagues and/or customers

The observation/demonstration will take place either in the workplace or the training environment, depending on the task to be undertaken and whether it is an observation or demonstration. Each task must be observed. You will need to ensure you provide the learner with the correct equipment and/or materials to complete the task. You will also need to inform the learner of the time they have to complete the task; this will once again vary, depending on the task.

You will need to demonstrate you can:

1. Establish team performance plan

2. Develop and facilitate team cohesion

3. Facilitate teamwork

4. Liaise with stakeholders

You should also demonstrate the following skills:

Reading

Writing

Oral communication

Navigate the world of work

Interact with others

Get the work done

Activities

Activity1a

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to consult team members to establish a common understanding of team purpose, roles, responsibilities and accountabilities in accordance with organisational goals, plans and objectives.

Case Study

Time to REFLECT!

· In groups of three (3) or as directed by the instructor, reflect on a common understanding of team purpose from what has been discussed so far.

· Is it clear?

· Do you have practical examples to share?

· Make notes and be prepared to then discuss with the class.

Notes:

Activity 1a continued

Estimated Time

30 Minutes

Objective

Case Study

From your experience and that of your WORKPLACE, detail your views on roles, responsibilities and accountabilities. Complete this table for at least 3 positions within your organisation, one of which is at a level more senior than yourself.

How would you consult with team members about these roles, responsibilities and accountabilities?

How is a common understanding established and agreed upon?

What workplace documents can help with establishing the purpose, roles, responsibilities and accountabilities?

Roles

Responsibilities

Accountabilities

Activity 1b

Estimated Time

90 Minutes

Objective

To provide you with an opportunity to develop performance plans to establish expected outcomes, outputs, key performance indicators (KPIs) and goals for work team.

Case Study

Develop performance plans to establish expected outcomes, outputs, key performance indicators and goals for work team.

Using your workplace as an example, detail your findings/views on the following areas discussed in the above element, as it relates to teams. Provide an example

Area

Your workplace

Your views

Develop performance plans

Improved individual and team, performance and participation

Measures for monitoring and evaluating

Area	Your workplace	Your views
Expected outcomes
Outputs
Key performance indicators

Case Study

BJS is a medium-sized business which manufactures a range of white goods and household appliances. It comprises a factory located in the western suburbs of Melbourne with several offices for the administrative staff. There are 56 permanent staff, with casuals being employed in busy periods. Stock is sold in bulk to retailers, with Sales Clerks processing orders and sending out invoices for payment. Materials are ordered by the Purchasing Officer from a variety of suppliers locally, interstate and overseas.

Stacey Harrison has recently been appointed as the new Sales Coordinator and has been given the task of forming a team to increase sales in regional Victoria. She has decided to include Sales Clerk Chengxi Wang, IT Officer Wendy Hamilton, Graphic Designer Mohini Singh, Finance Officer Debbie Mitchell and Marketing Officer Kosta Mustafa.

At their first meeting the team discussed their goals and ideas for achieving them. Aiming to increase sales in regional areas by 7% in the next 12 months, the team were keen to utilise internet-based marketing as well as cold-calling potential customers such as retail stores.

Develop a performance plan for this team using the template below (or one already in use in your organisation).

Name of team:
Project Team Leader:
Team Members:
Description of outcomes and outputs:
Team Purpose (Goal):
Task	Responsible Staff Member	KPI

Activity 1c

Estimated Time

45 Minutes

Objective

To provide you with an opportunity to support team members in meeting expected performance outcomes.

Case Study

· In groups of three (3) or as directed by the instructor, and using your workplace as an example, discuss how your organisation has addressed supporting team members in meeting expected performance outcomes.

· Use the examplesfrom the element discussed with the instructor or add your own additional comments.

Area

Workplace Views

Your Views

Coaching

Mentoring

Training and development opportunities

Clarification of roles and expectations

Long term or short term plans

Meetings

OTHER

Using the details of the previous case study, choose one of the team members and create an individual performance management plan for them using the template below:

Staff name: Role:
Skill/Knowledge needed	Learning Activity	Deadline

After several weeks IT Officer Wendy Harrison reports to her Team Leader Stacey Harrison that she is feeling overwhelmed by the workload involved in this project as it is in addition to her normal duties. What advice and support could Stacey give her?

Activity 2a

Estimated Time

90-120 Minutes

Objective

To provide you with an opportunity develop strategies to ensure team members have input into planning, decision making and operational aspects of work team and develop policies and procedures to ensure team members take responsibility for own work and assist others to undertake required roles and responsibilities.

Case Study

Detail your understanding of workplacestrategies, organisational requirements, expectations, policies and procedures. Indicate where these are kept/accessed from in your organisation

· Develop strategies to ensure team members have input into planning, decision making and operational aspects of work team

· Develop policies and procedures to ensure team members take responsibility for own work and assist others to undertake required roles and responsibilities.

Workplace directions

Your understanding

Policies and procedures

Organisational guidelines

Systems operational functions

Standard operating procedures

Describe the workplace strategiesthat should be inplace to ensure team members have input into planning, decision making and operational aspects of work team:

From the case study used in previous activities, develop 3 strategies that Team Leader Stacey Harrison could use to ensure the members of her team are actively involved in planning, making decisions and all operational aspects of the team.

Objective: to ensure team members are actively involved in planning, making decisions and all operational aspects of the team
	Strategy:
1
2
3

During the formation of the team, Stacey feels it is important for the team to have a code of conduct to ensure the team respect each other, communicate well and fulfil their responsibilities to the team. Research sample codes of conduct online and then create a code of conduct for this team and attach it to your assessment.

Activity 2b

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to provide feedback to team members to encourage, value and reward individual and team efforts and contributions.

Case Study

· In groups of three (3) or as directed by the instructor, conduct a feedback session exploring the suggested areas discussed in this element. Each roleplay should take up to 10 minutes

· Encourage, value and reward individual and team efforts and contributions.

Your team findings of this activity:

Suggested areas:

· Helping colleagues

· Problem-solving

· Providing encouragement

· Undertaking extra tasks if necessary

· Agree and share tasks

· Plan and schedule

· Establish personal reward.

Case study:

Team Leader Stacey Harrison has been particularly impressed with the efforts of Mohini Singh, the team’s graphic designer. Mohini has created an eye-catching flyer incorporating the key sales messages and has gone to great lengths to customise these for each different type of retailer. This was done ahead of schedule and to a much higher standard than required.

How can Stacey show that she values this effort and reward Mohini for this performance? What sort of feedback should she give?

Some team members haven’t performed as well as Mohini and Stacey doesn’t want them to feel undervalued by her high praise of Mohini. How can she encourage them and make sure they feel valued?

Stacey also wants to provide feedback and encouragement to the team overall. How might she do this?

Activity 2c

Estimated Time

60 Minutes

Objective

To provide you with an opportunity to develop processes to ensure that issues, concerns and problems identified by team members are recognised and addressed.

Case Study

In groups of three (3) select a situation that would apply to a workplace team problem.

· Each group member writes down a suggestion for a team problem

· The group should then discuss each option and select one only

· Identify the current situation

· Address the process of analysis

· Report your group findings.

Your suggested team problem: _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________

The instructor can determine the team problem if that option is desired.

Select the team problem

Identify the current situation

Address the process of analysis

Report on group recommendations

Case Study:

Team Leader Stacey Harrison wants to ensure that any issues, concerns or problems raised by her team members are efficiently addressed.

Develop a flowchart which outlines a problem solving process she could follow. Include how issues are followed up with management and other relevant stakeholders. Draw it here:

How can Stacey support her team to identify problems and encourage them to report any issues?

Activity 3a

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to encourage team members and individuals to participate in and to take responsibility for team activities, including communication processes and support the team in identifying and resolving work performance problems.

Case Study

· conduct this activity reflecting on your workplace and when you were part of a team.

· Consult with the instructor if you wish to conduct this activity using a hypothetical example of a team.

In your team, what do you do really well:

· To encourage team members and individuals to participate in and to take responsibility for team activities

In your team, what do you do really well:

· To demonstrate areas that affected the overall team results and achievements?

· What area/s doyou personally identify that directly impacts on team work performance problems?

· What doyou personally identify that needs improving so that you can realise your potential as a team member and maximise your own performance?

Case Study

Team Leader Stacey Harrison has noticed that Marketing Officer Kosta Mustafa hasn’t met his recent deadline, although has been completing many other tasks well and is contributing positively to the team.

Give example of a “feedback sandwich” that Stacey could say to Kosta:

How can she help him to identify why the deadline hasn’t been achieved and to resolve this issue?

Activity 3b

Estimated Time

40 Minutes

Objective

To provide you with an opportunity to ensure own contribution to work team serves as a role model for others and enhances the organisation's image for all stakeholders.

Case Study

Ask yourself the following...

Question	Yes	No	Comments
Are you individually and jointly accountable for the team’s purpose, goals, approach and work products?
Can you and do you measure progress against specific goals?
Do all members feel responsible for all measures?
Are the members clear on what they are individually responsible for and what they are jointly responsible for?
Are you a reliable team member who gets work done and does a fair share of the work to meet commitments?
Is there a sense that “only the team can fail”?
Do you consider these examples to be qualities to serve as a role model for others? Explain further in at least 250 words:

If yes or no....What do you consider the advantages or disadvantages of these examples to be in achieving qualities to serve as a role model for others?

Discuss or complete the following

Quality/aspect

Advantages

Disadvantages

Can the team count on you to deliver good performance all the time or just some of the time?

Do you speak up and express your thoughts and ideas clearly, directly, honestly, and with respect for others and for the work of the team?

Are you a good listener?

Are good listeners essential for teams to function effectively?

Do you participate and fully engage in the work of the team rather than sit passively on the sidelines?

Is your approach a “can-do” attitude?

Do you demonstrate that you can help the team achieve success?

Do you share information, knowledge, and experience and take the initiative to keep other team members informed?

Do you share open communication with the team not just at formal meetings?

Are you flexible in your approach and thinking as teams often deal with changing conditions?

What other areas do you consider important to serve as a role model for others and enhance the organisation's image for all stakeholders?(consider internal and external stakeholders)

Discuss or detail below

Example	Why

Activity 4a

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to establish and maintain open communication processes with all stakeholders.

Case Study

Suggest your views and detail examples on the following process examples for effective communication with stakeholders.

Add your own suggestions as well.

Process

Your views and examples

Set your vision, objectives, communication need

Determine your communication strategy as each approach and circumstance will be different

Plan for any organisational changes that may occur when communicating with stakeholders

Create your communication implementation plan

Implement/initiate your process

What methods and strategies might be used when communicating with the following stakeholders:

· Board members

· Business networks

· Government officials

· Funding bodies

· Unions

· Employee groups

· Industry bodies

· Work teams

Measure your success using documentation relevant to your workplace, gathered into a portfolio (equivalent to 500 words)

· Where appropriate statements may also be recorded from stakeholders as part of open communication.

· Such as audiotape or audiovisual (video) devices

Select one stakeholder with whom you regularly communicate. Describe how you established open communication processes with this stakeholder. How do you maintain this open communication? Have you needed to overcome any barriers and if so, what and how?

Activity 4b

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to communicate information from line manager/management to the team.

Case Study

Discuss your workplace communication procedures.

Suggested area	Your comments and suggestions
Is there a culture of open communication from appropriate workplace senior management to teams
What are the existing lines of communication with line managers
Are there an open lines of communication with your work colleagues
Are all forms of communications answered or followed promptly and appropriately

Activity 4b continued

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to communicate information from line manager/management to the team.

Case Study

Does your workplace have in place a similar team communication plan to that above, or do you have another format that you can share with the class?

Details

Your comments

Case study:

Team Leader Stacey Harrison has been informed by the General Manager that due to financial pressures they now need to achieve their sales targets one month earlier than originally planned.

How should she communicate this information to her team?

What factors might she need to be aware of?

Activity 4c

Estimated Time

30 Minutes

Objective

To provide you with an opportunity to communicate unresolved issues, concerns and problems raised by team members and follow-up with line manager/management and other relevant stakeholders and evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholder.

Case Study

Using an example from your workplace, complete this suggested communication check list and discuss its findings.

Discuss with the instructor if this activity is to be based on a hypothetical situation, such as the previous case studies with Team Leader Stacey Harrison.

Nature of the unresolved issues, concerns and problems raised by team members

Discovery

Details of issue

Type

Raised by

Date Raised

Background

Priority (High/Medium/Low)

Action

Communication

Assigned to

Description

Target Resolution Date

Status/ Action Taken

Final Solution

Other

Describe the follow-up action/s undertaken with line manager/management and other relevant stakeholders (minimum 500 words)

Skills and Knowledge Activity

Estimated Time

90-120Minutes

Objective

To provide you with an opportunity to demonstrate your knowledge of the foundation skills, knowledge evidence and performance evidence.

Activity

Complete the following individually and attach your completed work to your workbook.

The answer to the following question will enable you to demonstrate your knowledge of:

· Use leadership techniques and strategies to facilitate team cohesion and work outcomes including:

· Develop policies and procedures to ensure team members take responsibility for own work and assist others to undertake required roles and responsibilities

· Establish processes to address issues and resolve performance issues

· Support team to meet expected performance outcomes including providing formal and informal learning opportunities

· Develop performance plans with key performance indicators (KPIs), outputs and goals for individuals or team with input from stakeholders

· Communicate effectively with a range of stakeholders about team performance plans and team performance

· Facilitate two-way flow of information between team and management relevant to team performance

· Evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders.

· Reading skills

· Writing skills

· Oral communication

· Navigate the world of work

· Interact with others

· Get the work done

· 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.

Answer the question in as much detail as possible, considering your organisational requirements.

1. As a project, develop an area of policy and accompanying procedures that impact upon your area of work and with your team, provide evidence of this. Minimum 1500 words

You will also need to:

· Discuss/communicate this with relevant personnel to formulate changes that can help your team’s performance

· Discuss your results with your team to help team performance, developing and explaining strategies and discussing options for individual improvement.

· Create a corrective action procedure for the team and describe how this would be implemented

· Develop a policy and accompanying procedures for communication within the team. Describe how they would be implemented.

· Attach relevant workplace documents, including those you have developed.

Major Activity

Estimated Time

120-150 Minutes

Objective

To provide you with an opportunity to demonstrate your knowledge of the entire unit.

Activity

This is a major activity

You must individually, answer the following question in full to show your competency of each element;

1. Establish team performance plan

2. Develop and facilitate team cohesion

3. Facilitate teamwork

4. Liaise with stakeholders

1. Provide evidence/an account of how you have worked with a team to lead and manage their work performance. Minimum 1500 words

Include the following information:

· How you established plans and strategies for the team. Include examples of the plans and strategies.

· The key performance indicators and goals for the team

· Performance plans you developed for the team and individual team members.

· What strategies you used to ensure team members had input into the planning and decision making of the team. Analyse the effectiveness of these strategies.

· Describe the policies and procedures you developed and implemented to ensure team members took responsibility and helped each other. Attach examples of these documents you created.

· How you achieved team cohesion, including communication requirements with your team and others

· What sort of feedback you provided to the team members and how you provided this feedback. What was the outcome?

· How you helped facilitate work and supported the team, including being a role model

· How you dealt with issues or problems.

· What sort of information you communicated from management to your team and how it was communicated

· What stakeholders did you liaise with? How did you establish and maintain open communication and resolve any issues, problems or concerns they raised?

· How you evaluated the success of the team and what corrective actions you implemented.

MSA Training and Professional Development Phone: 03 9905 3180

Room 159, 21 Chancellors Walk Website: monashshortcourses.com

Monash University Clayton, Vic 3800

BSBWOR502 V3 24.01.19