manage operational plan

Assessment Task

Overview

Written questions

You must correctly answer all questions.

Team performance planning project

You must prepare for a team performance planning meeting, as well as meet with your team.

Professional development policy and procedure project

You must develop a professional development policy and procedure for the case study organisation.

Reward and recognition project

You must research suitable reward and recognition schemes for the case study organisation.

Managing underperformance project

You must manage a staff member who is underperforming.

This icon indicates that you will need to meet with your assessor (and possibly other students) to complete a meeting or role play.

This icon indicates that you will need to communicate via email or send documents to via email.

This icon indicates that you will need to submit an item of evidence.

This icon indicates all other stages during the task, which may include research, developing documents, brainstorming ideas and so on.

Have you read the assessment requirements for this unit?

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Do you understand the requirements of the assessments for this unit?

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Do you agree to the way in which you are being assessed

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Do you have any specific needs that should be considered

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If so, explain these in the space below.

Do you understand your rights to reassessment?

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Do you understand your right to appeal the decisions made in an assessment?

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Analyse: when a question asks you to analyse something, you should do so in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long.

Compare: when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long.

Contrast: when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long.

Describe: when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long.

Discuss: when a question asks you to discuss something, you are required to point out important issues or features and express some form of critical judgement. Generally, you are expected to write a response one or two paragraphs long.

Evaluate: when a question asks you to evaluate something, you should put forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long.

Examine: when a question asks you to examine something, this is similar to “analyse”, where you should provide a detailed response with key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long.

Explain: when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long.

Identify: when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long.

List: when a question asks you to list something, this means that you are asked to briefly state information in a list format.

Outline: when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long.

Summarise: when a question asks you to summarise something, this means (like “outline”) only giving the main points. Generally, you are expected to write a response a few sentences long.

Student’s name:

Did the student provide a sufficient and clear answer that addresses the suggested answer for the following?

Completed successfully?

Comments

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No

Question 1

Question 2

Question 3

Question 4

Question 5

Question 6

Question 7

Question 8

Question 9

Question 10

Question 11

Task outcome:

Satisfactory

Not satisfactory

Assessor signature:

Assessor name:

Date:

Football South East Coast is sporting association based in a small town on the NSW South Coast and is responsible for administration and development of football for the NSW South East Coast. The association employs a General Manager, Operations Manager, Marketing and Communications Officer, High Performance Athlete Development Officer, Marketing Officer, Promotions Officer, Administration Manager and Receptionist.

FSEC’s Vision is to be the number one sport played through South East NSW.

FSEC’s Mission is to grow football by supporting members and the football community through, strong leadership, sound communication and the provision of a clear strategic direction that secures the sport’s long-term prosperity.

Values listed in its current Strategic Plan include:

· Operating with trust and Integrity with each other, as well as with members and the community.

· Customer focus through appreciation of interests and passion of our members and the broader football community.

· Camaraderie through recognising the superior strength and efficiencies of good team work

· Innovation through best practice and change

· Openness and transparency in communicating with our members, customers and the broader community.

One of the organisation’s key strategic goals is to improve participation in community football, specifically to increase the total number of players by 4% in 2018.

Another goal is to increase the participation of girls aged between 5 and 18 by 2% in 2018.

These goals have been translated into an Operational Plan for the organisation.

As the Marketing and Communications Manager, you are responsible for the following key result areas: Membership Growth, Programs and Events and Volunteer Development.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the Operational Plan, and ask them to review it.

The email text should also invite them to attend a performance planning meeting.

Your email should include the date and time of the meeting, as well as the duration.

You will need to send your email at least 5 working days prior to the meeting.

Attach your Operational Plan to the email.

Your team members will be organised by your assessor, and will include at least two other students as well as your assessor to represent the other FSEC positions.

Prepare for a meeting with your team to discuss the new Operational Plan and to develop a team performance plan by reviewing the organisational information provided to you above, as well as the Operational Plan. Familiarise yourself with the Team Performance Plan Template, as you will be completing this document after the meeting.

As the Marketing and Communications Manager, you are required, as a minimum, to cover the following during the meeting:

· Provide an introduction to the meeting, including the purpose of the meeting.

· Indicate to all team members that it is important for them to take an active role in the planning meeting so that their ideas for implementing the strategic plan and associated goals for the upcoming 12 months will be taken into consideration and included in the team performance planning framework.

· Ensure that all team members have read the Operational Plan that you sent in the email.

· Run through the Operational Plan and make sure that your team understand:

· its purpose

· their role, responsibilities and accountabilities over the next 12 months

· Based on the information/results documented in the Operational Plan, provide positive feedback to your team in regards to where their efforts and contributions have been well received by the community.

· Give them the opportunity to ask questions if anyone needs clarification. You should explain to the team any parts of the Operational Plan that are not understood.

· Listen to your Operations Manager and team and discuss the concerns or issues they raise.

· Work with your team on each section of the performance planning template. Ask your team for ideas and write them up on the whiteboard.

· End the meeting on a ‘high note’, by making sure they feel encouraged, supported and ready to move ahead with their jobs for the next 12 months.

You will also need to demonstrate the following skills and techniques:

· Team building techniques including clear explanation of goals and outcomes

· An understanding of your role as the Marketing and Communications Manager and how you play a role in meeting the strategic and operational plan of the organisation

· Role modelling behaviour appropriate of a leader, including respecting and acknowledging the views of others

· Asking questions and listening to responses to:

· make sure your team understand what you are discussing and their roles, responsibilities and accountabilities

· that you have also understood what your team and the Operations Manager are discussing

· engage the team in planning activities

· Application of effective active listening skills

· Communicating with your team and your superior/supervisor (Operations Manager) by using appropriate protocols and conventions

· Ability to deal with conflict in a professional manner

· Non-verbal communication skills that encourage discussion and feedback, for example, nodding, smiling, eye contact

· The ability to encourage and motivate your team.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should summarise the meeting, and explain the workplace concerns in a few paragraphs.

The assessor will respond to the concern in a return email.

Following the meeting, complete the Team Performance Plan Template, incorporating the feedback that you received from the other meeting participants. Provide detailed information at each section – bullet points are not acceptable.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachment.

The email text should also include:

· A request for feedback on the team performance plan.

· A schedule of meetings for the next 12 months to support the implementation of the actions documented in the performance plan. The schedule should commence following the meeting date and for the next 12 months. You can decide on the frequency of the meeting.

· An outline of the actions you intend to take to address workplace concerns, including the feedback that you received from the General Manager.

· A brief overview of the training and development activities that you intend to implement over the next 12 months to address training needs identified in the team performance plan. You should include the details of at least two activities that you have identified for the team as a whole and include the title of the activity, as well as the date and location and outcomes of completing the activity.

Attach your team performance plan to the email.

Student’s name:

Did the student:

Completed successfully?

Comments

Yes

No

Consult with the marketing team to determine roles, responsibilities and accountabilities?

Analyse and interpret information in relation to the organisation’s goals and processes?

Explain key strategic information to the team?

Involve team members in planning and deciding how they will work together?

Provide feedback and encouragement to the team in regards to their performance?

Put in place processes to address team issues and concerns?

Encourage their team to take responsibility for team activities?

Encourage their team to take responsibility for communication processes?

Support the team with addressing problems raised during the meeting?

Demonstrate conduct befitting of a role model and team leader?

Create a team performance plan to capture the team’s goals, outcomes, outputs and KPIs?

Demonstrate effective interpersonal and communication skills including:

· Team building techniques including clear explanation of goals and outcomes?

· Asking questions and listening to responses to clarify understanding?

· Active listening skills?

· Communicating using appropriate conventions and protocols?

· Respecting and acknowledging others’ views?

· Non-verbal communication skills that encourage discussion and feedback?

· Dealing effectively with conflict?

Responds to workplace concerns/issues by taking corrective action?

Task outcome:

· Satisfactory

· Not satisfactory

Assessor signature:

Assessor name:

Date:

Football South East Coast does not currently have a professional development process in place and would like to introduce one to ensure the professional development of all staff members.

A budget of $1,000 per annum is to be allocated to professional development for each staff member.

Conduct research by identifying and reviewing a range of professional development policies and procedures that have been developed in similar scenarios.

The document should be approximately 2 pages.

Your policy and procedures should include, as a minimum, the following:

· Purpose of the policy

· Scope of the policy – who it applies to

· Types of professional development that may be undertaken

· Process for identifying professional development needs

· Criteria for determining whether the professional development opportunity is appropriate

· Process for documenting and evaluating outcomes from professional development

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachment, and the benefits to the team of participating in professional development.

Attach your professional development policy and procedures to the email.

Student’s name:

Did the student:

Completed successfully?

Comments

Yes

No

Analyse and interpret information for use in developing organisational processes?

Develop policies and procedures to support team members to achieve performance expectations and to achieve organisational goals?

Communicate complex information in writing through the use of clear and simple language?

Develop policy and procedure according to the required format?

Task outcome:

· Satisfactory

· Not satisfactory

Assessor signature:

Assessor name:

Date:

After 12 months, data shows that your team has exceeded the percentage increase in the number of new football players, and you have decided to recognise your team for their efforts.

Using the Internet, research both informal and formal staff reward and recognition schemes and make notes on what you find.

Choose and develop at least five examples that would be appropriate for your team in the case study.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the reward and recognition schemes that you have identified, and seek their feedback and approval to move forward with the project.

Indicate which of the schemes you think would be most appropriate for the FSEC team as per the scenario and why.

You will be assessed on whether your email addresses the required content as described, as well as the clarity of your email.

The General Manager will reply to your email with authority to implement one of the schemes that you have selected.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should thank them for their efforts in achieving the strategic goals, and give the details of the reward and recognition scheme that you are introducing.

Student’s name:

Did the student:

Completed successfully?

Comments

Yes

No

Analyse and interpret information in for use in developing organisational processes?

Develop processes to achieve organizational goals?

Communicate information to the team?

Recognise and reward team efforts?

Task outcome:

· Satisfactory

· Not satisfactory

Assessor signature:

Assessor name:

Date:

Two staff at FSEC have lodged complaints with you about the Marketing Officer’s work (Jackie).

The staff complain that Jackie often talks to family and friends on her mobile. When Jackie’s office phone rings she makes no attempt to end her personal call. This means that the administrative staff have to take the call and try to deal with the query themselves. This is because Jackie makes it quite clear (often by turning away or getting up and leaving her desk) that she will not end her personal call.

It has happened a number of times with one specific person, and they have made a sarcastic comment that Jackie seems very hard to get in contact with.

The staff have said that the behaviour is recent, and until recently Jackie has always been hard-working and reliable. Neither person feels comfortable having made the complaint, but the issue is impacting their own workload because they are having to miss phone calls that they need to deal with, and they are worried they will also provide Jackie’s callers with incorrect information due to their lack of knowledge of her work.

Both staff have acknowledged that the communication issues between the marketing team and themselves (which were discussed in Assessment Task 2) have improved greatly. This also increases their lack of comfort of making a complaint, because things were going so well for a while.

You need to meet with Jackie to discuss the issue and identify realistic solutions.

You are to note that company policy requires all personal phone calls to be made during breaks unless they are emergencies.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should request her to attend a meeting with you to discuss the work performance issue.

Include the date and time of the meeting and summarise the issue.

Read the following guide about managing underperformance.

For this task you will be assessed on your demonstration of the skills referred to under ‘key points for employers to remember’.

http://www.fairwork.gov.au/about-us/policies-and-guides/best-practice-guides/managing-underperformance

Conduct the meeting with Jackie, explaining to her what the problem is, why it is a problem, how it impacts on the workplace and why there is a concern.

At the meeting, you are required to:

· Role model behaviour appropriate of a leader

· Clearly explain the purpose of the meeting

· Explain to Jackie what the problem is by providing her with feedback

· Outline her work responsibilities and the need to achieve these

· Explain how this behaviour impacts on the workplace and why it is a concern. Ensure that you focus on the issue, not the person.

· Demonstrate your interpersonal and communication skills by:

· Keeping your communication open and clear.

· Carefully listening to Jackie and confirming and clarifying information shared

· Asking questions to confirm information gathered

· Use your interpersonal skills to gain her trust

· Emphasising Jackie’s strengths as set out in the scenario information

· Discuss and agree on a solution/s, using your skills to come up with realistic solutions that respect Jackie’s needs and those of the team, in order to maintain a cohesive workplace.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

The email text should summarise the meeting, and the solution agreed to.

The email should be sent to Jackie within 1 day of the meeting.

Student’s name:

Did the student:

Completed successfully?

Comments

Yes

No

Identify the work performance problem and communicate this in writing to the staff member, Jackie?

At the meeting, support Jacqui to resolve the work performance problems as per the meeting instructions in activity 5.2?

At the meeting, communicate information to Jacqui about her work responsibilities and the requirement to achieve these?

Demonstrate interpersonal and communication skills by:

· Keeping communication open and clear.

· Listening to Jackie and confirming and clarifying information shared

· Asking questions to confirm information

· Emphasising Jackie’s strengths?

· Gain Jackie’s trust?

At the meeting, act as a role model through use of interpersonal and communication skills as above, as well as supporting Jacqui to resolve the work performance problems as per the meeting instructions in activity 5.2?

At the meeting, resolve Jackie’s work performance problems by discussing and agreeing on actions to address the workplace issue and documenting this in writing?

Task outcome:

· Satisfactory

· Not satisfactory

Assessor signature:

Assessor name:

Date:

Student name:

Assessor name:

Date

Task

Type

Result

Satisfactory

Unsatisfactory

Did not submit

Assessment Task 1

Written Questions

S

U

DNS

Assessment Task 2

Team performance planning project

S

U

DNS

Assessment Task 3

Professional development policy and procedure project

S

U

DNS

Assessment Task 4

Reward and recognition project

S

U

DNS

Assessment Task 5

Managing underperformance project

S

U

DNS

Overall unit results

C

NYC

WSC V1.0 09-2020 (Review 10-2021) RTOWORKS Quality Solutions

BSBWOR502 Lead and manage team effectiveness

Student Assessment tasks

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