Lead and Manage Team Effectiveness

ASSESSMENT RECEIPT FORM
STUDENT NAME:
STUDENT ID:
COURSE NAME: BSB51918 Diploma of Leadership and Management
TRAINER’S/ASSESSOR’S NAME:
DATE SUBMITTED:
UNIT CODE AND DESCRIPTION: BSBWOR502 Lead and Manage Team Effectiveness
NOTE:
1. This form must be stapled on top of the Learner Guide/Assessment upon submission.
2. This Assessment Receipt Form must be stamped and signed in.
DECLARATION
1. I am aware that penalties exist for plagiarism and assessment dishonesty.

2. I am aware of the requirements set by my Trainer/Assessor.
I have retained a copy of my Assessment.

Date Stamp
Student Signature
Assessment Received by NMC Staff
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Students must retain this as a Record of Submission
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Date
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Student and Assessor name
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B. Assessment Cover Sheet (Assessor)
Unit Code and Description of
Competency
Student name, ID and date of
submission
recorded
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Assessor Declaration signed and dated
Student declaration signed and dated
C. Assessment Summary Sheet
(Assessor)
Student name and ID recorded
Assessor name, date of completion and
unit of competency recorded
Student results properly ticked
Comments box completed by Assessor
Unit outcome /reassessment properly
ticked
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Supplementary Assessment Details (if
applicable)
D. Unit Completion Feedback
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Completed by student
E. Result Report (Assessor Summary)
Assessor filled student task/unit
outcome
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F. Others (Coordinator)
Student Assessment properly marked /
submitted
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Feedback
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UNIT SUMMARY RESULT
Student’s Name: Student’s ID:
Trainer/ Assessor’s Date of

Name: completion:
Unit of Competency: BSBWOR502 Lead and Manage Team Effectiveness

Results
Assessments Satisfactory Not Satisfactory
Assessment 1: Written Question  

Assessment 2: Project – Simulated
Workplace Environment  
Assessment 3: case Study  
To achieve competency for the unit, student must be S in all tasks.

Unit Outcome:
 Competent  Not Yet Competent
Is re-assessment  Yes  No
required
Final Feedback for the

Student
Trainer/Assessor’s
Signature: Date:
Student’s Signature: Date:
USE FOR RE-ASSESSMENT ONLY

Date Completed Assessment/Comments Satisfactorily
Completed
Yes No
Yes No
Yes No
 Competent  Not Yet Competent

Unit Outcome:
Trainer/Assessor’s
Signature: Date:
Form 112: Learner Guide/Student Assessment: BSBWOR502 Lead and Manage Team Effectiveness
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BSBWOR502
LEAD AND MANAGE TEAM
EFFECTIVENESS
Learner Guide/Student Assessments

AURTTA3017 Carry out vehicle safety and roadworthy inspe
Student ID
Student Name
Trainer/Assessor
Assessment Outline
Unit Code BSBWOR502
Unit Name Lead and Management Team Effectiveness
There are three (3) assessments required for this unit. To attain competence in this unit you must
successfully complete all assessments and submit on the due date specified by your
Trainer/Assessor.
Type of Assessment Place of Assessment

Assessment Task 1 Written Questions Classroom
Assessment Task 2 Project – Simulated Workplace Classroom
Environment
Assessment Task 3 Case Study Classroom
Resources
For this assessment, NMC ensure that students will have access to:
 NMC workplace
 office equipment and resources within NMC
 examples of documentation relating to Lead and Manage Team Effectiveness
 case studies, where possible real situations
 Aspire workbook
 Relevant websites such as
 https://shrm.org/templatestools/howtoguides/pages/performanceimprovementplan.aspx
 http://www.directutor.com/content/strategies-building-team-cohesion
 http://smallbusiness.chron.com/factors-promote-effective-teamwork-1932.html
 http://cobaltpm.com/five-tips-to-effectively-communicate-with-stakeholders/
Support
Assessor /Trainer will provide assistance / intervention during the assessments in the event that there
is a risk of injury to yourself or from other students.
If you have special needs, you may be allowed reasonable adjustment in accordance with NMC
Policies and Procedures which means there may be modification in which the evidences are gathered.
It could include alternative methods of assessment. However, it will not change the standards or
outcomes you achieve.
If you consider that you need any special considerations in relation to assessment of the unit, please
speak with your Trainer/Assessor.
Unit of Competency: Overview
BSBWOR502 Lead and Manage Team Effectiveness
Application
This unit describes the skills and knowledge required to lead teams in the workplace and to actively
engage with the management of the organisation.
It applies to individuals working at a managerial level who facilitate work teams and build a positive
culture within their work teams. At this level, work will normally be carried out using complex and
diverse methods and procedures requiring the exercise of considerable discretion and judgement,
using a range of problem solving and decision making strategies.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of
publication.
Unit Sector
Industry Capability – Workplace Effectiveness
Elements
1. Establish Team Performance Plan
2. Develop and Facilitate Team Cohesion
3. Facilitate Teamwork
4. Liaise with Stakeholders
Performance Evidence
You must present an evidence of the ability to

 use leadership techniques and strategies to facilitate team cohesion and work outcomes
including:
 encouraging and fostering shared understanding of purpose, roles and responsibilities
 identifying and resolving problems
 providing feedback to encourage, value and reward others
 modelling desired behaviour and practices
 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 as needed
 develop performance plans with key performance indicators (KPIs), outputs and goals for
individuals or the team which incorporate 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.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
Knowledge Evidence
To complete the unit requirements safely and effectively, you must:

 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.
Information and Instruction for Students
Read carefully all information contained in this assessments. If you are in doubt about certain part/s,
please approach your Assessor/Trainer for further clarification. A Student sign off “declaration” is
provided below which will be signed by you. This signifies the full understanding of the
information/instruction herein mentioned.
These assessments are designed to assess your understanding of the unit and demonstrate your
skills and knowledge. You are expected to complete these assessments in plain and simple
(understandable/legible) English and must be submitted on the due date specified by your Assessor /
Trainer.
In order to be assessed as Competent (C) in this unit, you need to provide evidence which
demonstrates that you can perform the required competencies to the required standard. Competency
depends on consistently demonstrating the skills, attitude and knowledge that enables you to
complete workplace tasks confidently in a variety of situations.
This unit covers skills and knowledge required to Lead and Manage Team Effectiveness.
Submitting Assessment Tasks
You must submit assessment tasks with the provided cover sheet.
ALL tasks must be completed in plain and simple (understandable/legible) English. It is preferable that
tasks submitted for assessment are typed. Where this is not possible or where room is provided on a
paper for short answers, you must write clearly. Unreadable assessment tasks will be returned
unmarked.
You must submit assessments on or before the due date. Extensions for individual assessment tasks
may be negotiated in specific circumstances according to NMC Policy and Procedures. To arrange an
extension you must speak to your Trainer/Assessor prior to the due date. Extensions due to illness
will require a medical certificate. Extensions must be confirmed by Trainer/Assessor in writing.
Assessment Outcomes
There are two outcomes of the Assessment Task:
S = Satisfactory and NS = Not Satisfactory (requires more training and experience).
You will be awarded C = Competent on completion of the unit when your Trainer/Assessor is satisfied
that you have completed all assessments and have provided the appropriate evidence required to
meet all criteria. If you fail to meet this requirement you will receive the result NYC = Not Yet
Competent and will be eligible to be re-assessed in accordance with the NMC’s policies and
procedures.
The outcome and feedback of your Unit Assessment will be summarised in the Unit Summary Result
and this will be discussed with you by your Trainer/Assessor. To evidence that a discussion has
occurred regarding the result and feedback, you will be provided a photocopy of the Unit Summary
Result.
Re-assessment (Re-sit/Re-submit)
If you have NOT achieved Competency, you will be allowed to re-submit or whenever applicable will
be given a supplementary assessment. The first Re-submission or Supplementary assessment will be
at no cost. Second Re-submission will be charged in accordance with the rates specified in the NMC
Policy and Procedure.
If you are requiring a re-sit assessment you must meet with your Trainer/Assessor to coordinate the
re-sit requirements. Outcomes of the re-sit tasks and documentation will be stored in your academic
file. Re-sit assessment may incur applicable fees in accordance with NMC Policy and Procedure.
Student Access to Records
Students have the right to access current and accurate records of their participation and results at any
time. You may request to see your results on request by completing Form 074 Record Access Form
and submitting to NMC Office.
Appeals
If you have any concern and/or not happy with your results;
1. Please speak with your Trainer/Assessor and you may be provided with alternate options of
assessment in order to gain competency depending on initial results
2. Your assessment may be re-assessed upon appeal
3. If you are still unhappy about your assessment results after following the steps mentioned above,
you may submit a formal complaint in accordance with NMC’s Complaints and Appeals Policy.
Plagiarism and Assessment Dishonesty
NMC is committed to ensuring that all students behave with integrity when undertaking an
assessment. Therefore, it is essential that you understand the principles underlying assessment
integrity and behave in a manner according to these principles.
1. You must not present and/or paraphrased other people’s work without a reference;
2. You must not copy or partly copy other students’ work
3. You must not use phrases and passages verbatim, without quotation marks and/or without a
reference to the author or a web page
4. You must not submit any assessable item that were already previously submitted as assessable
item
5. You must not submit an assignment that were collaboratively done when it is intended as individual
work
Please read the following information and please ensure you have access to and have read the
plagiarism and assessment dishonesty policy. This policy can be found on the NMC website and is
also discussed in your induction prior to commencing the course.
Student must adhere to the abovementioned to avoid plagiarism / assessment dishonesty. Otherwise,
it will form as an academic misconduct which will lead to academic counselling, suspension or
cancellation.
For more information, please refer to the Plagiarism and Academic Dishonesty Policy and Procedure
available upon request at the Reception or download from NMC website.
Assessment Instructions
There are three (3) assessments for this unit of competency BSBWOR502 Lead and Manage Team
Effectiveness. You are required to complete them all.
1. Written Question
This consists of ten (10) questions. You are required to successfully answer all questions to be
deemed satisfactory. There is no restriction as to the length of the responses.
A timeframe will be provided by your Trainer/Assessor for you to complete this task.
2. Project – Simulated Workplace Environment
You will demonstrate your skills and knowledge by completing a scenario based project. You will need
to access and read the following BizOps policies and templates:
 Organisation operational plan
 Performance and development template
Your answer to this task must be in a typewritten format. A timeframe will be provided by your
Trainer/Assessor for you to complete this task.
All project criteria are outlined in the project checklist. This checklist will be completed by your
Trainer/Assessor to judge your project work. You must attained satisfactory mark in all criteria to be
deemed satisfactory for this Assessment Task 2.
3. Case Study
You will be require to answer the question according to the case study, Your Assessor in regards to
your performance in a solution of the case study
A timeframe will be provided by your Trainer/Assessor for you to complete this task.
Student Declaration
.............................................................................. (Student Name) have read and understand the

information and instruction provided above and also understand and accept that any act of plagiarism
and academic dishonesty will lead to academic counselling, suspension or cancellation of my
enrolment with North Melbourne College.
I further declare that:

 All assessment work submitted for this unit of competency is my own original work and plagiarism
and collusion has not occurred.
 Assessment work is not copied nor has not been submitted for any other unit/course.
 I have taken proper care and effort to ensure my work has not been copied by another person.
 I understand the consequences of engaging in plagiarism as described in NMC’s Plagiarism and
Assessment Dishonesty Policy and I have obtained and read the Plagiarism and Assessment
Dishonesty Policy.
Student signature: ............................................................... Date: ....../....../.......

Assessment Cover Sheet
Submission Details
Assessment Task 1. Written Questions
Student Name:
Student ID:
Student Submission and Plagiarism Declaration:
By submitting this assessment to the College, I declare that:
 This assessment task is original and has not been copied or taken from another source except where this
work has been correctly acknowledged.
 No part of this assessment has been written for me by another person.
 I have made a photocopy or electronic copy or photograph of my assessment task, which I can produce if
the original is lost.
Student Signature : Date of Submission :
Assessment Outcome
Student’s overall performance is: Student’s overall performance is:
Comments/Feedback to the Student:
Assessor Declaration: I declare that I have performed assessment for this student as per the principles of
assessment and collected assessment evidence in accordance with the rules of evidence. I further declare that
to the best of my knowledge all evidences attached are the student’s own work. I also provided appropriate
feedback to the student and have undertaken assessment integrity checks such as Google check for plagiarism,
Check for Copying/Collusion, Check for Authenticity(own work),Cheating or use of model answers.
Trainer/Assessor Name:
Signature : Date :
Student Declaration :I have received, discussed and accepted my result as above for this task and I am
aware of my appeal rights
Student Signature Date

ASSESSMENT TASK 1 – WRITTEN QUESTIONS
Instructions:
You are to answer the following questions on lead and manage team effectiveness. Your answers will form part of
the evidence gathered for this unit.
Acceptable format for the answers of this task could be handwritten or typewritten. There is no restriction as to the
length of the responses. If the space provided is not enough, you use additional papers. All work should be
completed within designated timeframes.
Question 1: Outline some strategies that can support team cohesion, participation and
performance.
Answer: Team working is important for any business. In a team, members can
accomplish their task and objectives easily and effectively. When you
cooperate, you get strong pack of individuals working in a state of harmony
toward a similar objective.
The following strategies use to support the team cohesion, participation and
performance.
 Communicate with your team

 Commit to team development
 Offer-feedback
 Encourage collaboration
 Be predictable
Marking: Satisfactory Unsatisfactory
Question 2: Explain strategies for gaining consensus

Answer:
1. Ensure and Encourage Participation
Sometimes in a team meeting it happens that someone pitch his/her idea
which is more satisfied other than rest so it will give negative impact on the
company. To reduce this kind of Circumstances and organization ought to
present stepladder method during group talk.
Introduce Multi-Voting
We're altogether known with this system, having endure races and
companions get-togethers. Vote throwing is significant when you're
given various decisions, anyway what happens when all decisions get
a comparable proportion of votes? You get no complete decision.
2. Pinpoint Priorities
We don't offer need to everybody's assignment in a gathering domain
and it ends up more diligently to give them rank and need.
For this circumstance there is a strategy the Modified Broad Count
proves to be useful: it builds up a structure that whom they should
give need and which is the best quality choice to pick.
3. Involve the Team in Developing a Solution
In a team work with various individuals and various characters the
venture or undertaking become troublesome with bunches of
conclusions. For the arrangement of this Consensus-Oriented
Decision-Making model comes in which all groups can thoroughly
consider of the case and nobody will pass judgment on them on their
capacity by any means.
Question 3 : Outline strategies to ensure team members have input into planning, decision-
making and operational aspects of team work.
Answer:
1. Encourage Ownership
2. Give Everyone a Chance to Speak
3. Make Everyone a Leader
4. Be a Good Example
5. Encourage collaboration and teamwork when they are
working
6. Recognize and leverage team strengths in work activiti
es
7. Promote common goals and achievements
8. Team collegiality and understanding
9. Working to organisational procedure
10. How to resolve work problems
11. Effective team communication
Question 4: Explain how group dynamics can support or hinder team performance.
Answer:
A group dynamics that influence through the personalities, behaviour and
their performance. A team member who achieve mutual goals when
circumstances come, sometimes they rely on each other due to which they
don’t accomplish their goal on time and is impact on their overall
performance and ability. While a negative group dynamics can impact on
the organization and their culture. For the positive group dynamics team
should build strong communication and leader should lead their team
correctly then their ability will show their performance and they’ll grow
through it.
Question 5: List some common positive and negative behaviours of a team leader that can
affect group dynamic
Answer:
Positive Behaviour
1. Groups and Interdependence
2. The Initiator
3. The collaborator
4. The summarizer
5. The negotiator
6. The rational
Negative Behaviour
1. The comic
2. The invader
3. The recorder
4. The ruler
5. The indemnity
Question 6: Outline some strategies for improving group dynamics

Answer:  Understand your team.
 Tackle problems quickly with good feedback.
 Define roles and accountabilities
 Break down barriers.
 Focus on communication.
 Pay attention.
Question 7: Identify some skills of a team leader and explain how these skills can assist in
preventing issues from arising
Answer:  Communication
 Problem-Solving
 Stress Management
 Emotional Agility
 Team Work
Communication
Through communication many conflicts can resolve and if you are
good listener then listen your team member’s well so the problems
and issues can be overcome and a communicator should always be a
concise his explanation so other can understand well.
Problem-solving
In your team choose one member who is good in solving problems
and he/she knows better that what kind of problems they can
overcome. This skills must be in his/her and it can improve their
skills as well.
Stress management
Stress can create issues for the employees and the purpose of this is
for motive of improving every day for not taking stress. Sometimes it
creates disunity and differences between employees which may
impact on an organization.
Emotional agility
Struggling in working sector makes your work better and

understanding the feelings of all people occupied disagreement.
Being truly careful also joins the ability to put oneself in another's shoes and
practice compassion and sympathy.
Team work
Team members always focus on their goals instead of disagreement.

Team members should discuss clearly their goals and objectives so
their miscommunication gap can be reduce. Then they accomplish
their mutual goal with given timeframe.
Question 8: Explain how brain storming can be used as a strategy for issue resolution.
Answer:
Brainstorming is the most important tool which help us to generate creative
answer to problem
 It gather all the participants from as wide range of disciplines to a

single platform. This brings many different creative ideas.
 Description of every one’s mind, clear the problem.
 Give people plenty of time on their own as to produce many ideas as
possible.
 Prioritise options/rank list appropriate.
 Condense/ Categories / refine
 Agree actions and timescale
 Control and monitor follow-up
Question 9: Explain how individual discussions can be used as a strategy for issue resolution.
Answer:
1. Understand the situation
Any circumstances always introduce you to understanding the situation and

then analyse that how you can resolve it.
2. Embrace conflict
Whenever conflicts arises don’t avoid or ignore that nothing happened you
should take stand on it otherwise conflicts will get worse. If any employee
has a conflict so go privately and resolve it don’t let them go.
3. Listen carefully
Listen your employees carefully, give attention to them whatever they are
saying due to which their motivation level will increase and they will feel
free to talk to you. Through listening your understanding level will also
build.
Question10 : Outline a process to follow for evaluating and taking corrective action regarding
problems raised by internal and external stakeholder
Answer:  Determining ownership or responsibility for managing certain tasks
or external stakeholder relationships.
 Setting a date for the problem/issue to be resolved by
 Performing a review an work activities
 Deciding a process to monitor work activities.

Submission Details
Assessment Task 2. Project – Simulated Workplace Environment
Student Name:
Student ID:
Assessment Outcome
Signature : Date :
Student Signature Date:

Task 2: Project – Simulated Workplace Environment
Instructions:
You are to complete all the tasks as specified in this simulated work environment
You will need to access and read the following BizOps policies and templates:
 Organisation operational plan (Annex A)

 Performance and development template (Annex B)
Acceptable format for the answers of this task must be typewritten. All work should be completed within
designated timeframes. Your answers will form part of the evidence gathered for this unit.
Task Overview and Context:
You received an email from Nancy Tooket, Managing Director of Retail Operations.
Subject:
Improving Team Effectiveness
Hello,
As we move into the new financial year, we have many challenges to address in order to meet our
business plan goals. One strategy I would like to implement is to improve team effectiveness at the
retail outlet level.
Our current approach is to leave the management of teams in the retail outlets to the outlet
managers. This will be the case, but I would like all outlet managers to go through a process of
documenting the approaches, methods, strategies and plans that they will use in leading and
managing the teams at the retail outlets.
This process of documentation will allow retail managers to formalise their approach to team
leadership and use this documentation as a framework to evaluate their team leadership
performance. It will also allow the organisation, as a whole, to learn what is working and to improve
our leadership skills.
Please refer to the “Instructions to the Candidate” section that follows for an outline of the tasks you
are required to do. These tasks relate to how you, as the retail outlet manager, will lead and manage
the effectiveness of your teams through the implementation of our current operational plan.
Regards, Nancy Tooket

Managing Director: Retail Operations
Instructions to the Candidate
You will need to access and read the following BizOps policies and templates:
 Organisation operational plan (Annex A as attached)

 Performance and development template (Annex B as attached)
Complete each of the following tasks in the context of your role as a retail outlet manager of
BizOps and collate all of your responses into a single document in a typewritten format.
1. Prepare a briefing document that outlines your understanding of the team purpose, roles,
responsibilities and accountabilities in accordance with organisational goals, plans and
objectives. This document should be appropriate to distribute to team members as a consultation
process to establish a common understanding.
The following ways I will consult team members to establish a common understanding of team purpose,
roles, responsibilities and accountabilities in accordance with organizational goals, plans and objectives:
Key personnel Role in in implementing the proposed

development plan
Managing Directors (Operation)  Discuss the development plan with your
senior managers.
 Discuss the development plan about the
overall strategic plan for Bizops.
CEO, CFO, the board of directors,  Carry out the advancement plan c.
Store general managers, HR general  Measure and track plan usage through
manager, Marketing general manager the officials.
CFO, CEO, board of directors, Store  Evaluate and review the development
general managers, HR general plan.
manager, Marketing Manager,  Review the improvement plan
Finance manager frequently to discover new open doors
against vital activities to keep Bizops on
track
Store general managers, HR general  The development plan for Bizops
manager, Marketing general manager  Communicate the development plan to
the relevant department's employees
Store Managers  Make a development plan

 Implement the plan to increase sales in
 Their outlet
 Carry out the plan
 Consultation
Assistant Managers  Perform the plan to achieve the intended
results
 Consult
 Inspired and engaged
Online and phone Managers  Review how the development plan
works in online and phone sales
 Consult time to time
As an administrator it is imperative to speak with colleagues and urge them to partake in and to assume
liability for group exercises. Viable correspondence will help with this, for example, eye to eye meeting and
proficient preparing to each colleagues. Likewise, it is another strategy that give representatives plan to
improve their inspiration, efficiency and execution at work environment.
2. Prepare a performance plan to establish the expected outcomes, outputs, key performance
indicators (KPI) and goals for the work team.
Performance Plan:
 In order to be able to plan how and when to complete work tasks, employees need to understand what is
expected of them in their work planning.
 Changes in work accountabilities and roles.
 Improve the operations and its system.
 Quality standard and expectations.
 Set the target for to improve the productivity to reduced downtime.
 Work goals and objectives provide the focus for achieving targets and required outcomes.
PERFORMANCE PLAN – Website development
Actions Action 1 Action 2 Action 3
Description Website development with integration with bank Social Media strategies
e-commerce strategy systems
Timeline 3 weeks 1 weeks 5 days
Responsibility Herry with harman Harman with sanaya Harman
Resources Software developer. Software developer. Software developer.

Logistics department. Financial department, Logistics department.
bank advisor. Graphic designer
Review dates
Measurement: KPI; 33% progress every week <5% error after 40% traffic to website
Outcome during 3 weeks integrating bank systems from social media, 6
months after integrating
social media
3. Outline what strategies you will use to support team members in meeting expected performance
outcomes. These strategies should address any formal and informal learning requirements.
Supporting your team may include:
 Providing additional help at busy times

 Development and training
 Workplace mentoring
 Managing employee workloads and tasks
Understanding team member’s roles includes knowing:
 All the steps required to complete tasks.

 Who your team members need to interact with
 The problems and issues that may be confront on a regular basis.
4. Outline what strategies you will use to ensure team members have an input into planning,
decision- making and operational aspects of their work.
Strategies include as follows:
• To discuss events and working progress hold weekly team meetings

• Encourage cooperation and teamwork
• Prioritise tasks with each team member
• Provide clear guidelines on their roles and responsibilities
• Recognize and utilize team strengths in work activities
• Celebrating successes for reaching work objectives
• Fostering a common purpose and achievement
Strategies should express a common purpose in reaching team and organisational objectives. The
Management should encourage team members to work together to maximize team performance and
outcome.
5. Outline what strategies you will use to encourage team members to participate in and to take
responsibility for team activities, including communication process.
Being a manager involves knowing when to work on tasks and when these should be delegated, along
with any associated responsibilities. If your team are intercept from taking an active role in the work that
they do, they will not work to their strengths or develop skills and competencies.
Teams needs to:
 Develop a clear working approach to achieve work goals and tasks
 Agree on shared team tasks
 Work together unitedly
 Be able to use their preferred working styles
Communication Process:
 How team members approach and address each other

 Openness on work roles and work tasks
 Sharing information on work activities
 Knowing and working to schedule and available work times of team members
 Assisting team members is achieving work goals.
6. BizOps currently has no policies and procedures that outline how the organisation supports or
implements processes to develop and facilitate team cohesion, or to allow team members to take
responsibility for their own work or assist others to perform required roles and responsibilities.
Prepare a draft policy and set procedures that would achieve this. It may be relevant to utilise
information that has been already been documented in completing tasks 1-5 above.
To introduce a policy and procedure in which all team members take responsibilities for their own work and
assist others also to do the roles and responsibilities.
 Team member’s expectations in a workplace should be in policy manual.

 Each team members will write their plan and will outlines his/her duties and job responsibilities in
the beginning of their project.
 Make a big or small team, and each big and small team have their team leader to help the other
members in achieving goals.
 Give each team member task, and after accomplish the task collect advices and feedback for the
improvement of the performance.
 In a team, team leader shouldn’t give too many tasks to the team member.
 Leader should discuss each task to their team members.
 Creating the morning tea, meeting party, end of year party, celebrate team member’s birthday so it’ll
create your organisation’s performance and growth.
7. BizOps currently has no formal feedback process that is documented in the performance
improvement and development template. Senior managers feel this form is not appropriate as a
mechanism to provide feedback to team members that encourages, values and rewards
individual and team efforts and contributions.
Outline what leadership techniques and strategies you would use to provide feedback and
encourage, value and rewards members of your team.
You should provide positive the team when providing your feedback and any negative aspects should be
addressed constructively
It is important to show your team how their work is valued and that both the team and individual
efforts are vital to meeting the organisation’s objectives.
8. Outline the strategies that you would use to ensure that issues, concerns, problems identified by
team members are recognised and addressed.
Any work or team issues that cannot be resolved through a first approach directly with the team will need
to be addressed to ensure a resolution is reached. It is important to tackle issues to ensure a team harmony
and balance is maintained, and work objectives can be met.
Strategies:
 Set the scene
 Gather information
 Agree the problem
 Discuss possible solutions
 Negotiate a solution
9. BizOps expects its retail outlet managers to lead by example. Outline how you will ensure your
contribution to the work team serves as a role model for others and enhances the organisation’s
image for all stakeholders.
A role model manager is one who inspires those who work for him or her, as well as exhibits managerial
excellence in many aspects of the business. While having all the traits befitting of a leadership role
models are not very common, the seven skills that can help you lead, inspire and garner respect can easily
be learned and improved upon.
 Present a Positive Attitude

 Earn and Build Trust
 Exhibit Integrity
 Lead and Inspire
 Make Time for Employees
 Offer Support and Encouragement
Your team will follow your lead, what you expect from customers r clients and even your attitudes and
thoughts about work and the organization. Influences on your team may even be experienced through
every-day occurrences such as time keeping.
10. Outline how you will facilitate communication processes with each of the stakeholders groups
outlined in the current BizOps operational plan.
Communication process means giving, receiving and sharing information when it is needed or available.
It provides stakeholder with understanding and assurance that information is current and communicated.
Communication Objectives:
 Share information
 Reach consensus
 Contribute to policy
 Represent the team’s position in management meetings
 Resolve differences
 Negotiate a joint position
 Build on reputation
Communication Methods:
 Telephone
 Internet
 Social media
 Letter
 Memo
 Video conference
Stakeholder Includes:
 Other organisational employees

 Managers and supervision
 Clients and customers
 External suppliers and contacts
 Business peers
 Community members and groups
11. Outline how you will facilitate a two-way flow of information on team performance issues between
your team and senior management team.
 Providing information to the team

 Asking for feedback and opinions
 Listening to the team and senior manager
 Allowing the team to respond and provide comments
 Encouraging the team to discuss work issues when it is required
 Improved trust between senior manager and team, which builds internal brand loyalty and
offers opportunities for continued growth
 Allowing question and answers
12. Outline how you will evaluate and take necessary corrective action on issued not resolved and
problems raised by internal and external stakeholders.
Evaluation may include:
 Determine what actually has been done and find out value added point what strong points are
and what are weak.
 Setting a date for the problem/issue to be resolved by
 Review all the performance , work activities
 Schedule the date for solving the issue which are point out when reviewing the performance
 Deciding what procedure and strategies are apply to solve these issued
Corrective Action:
After issues have been fully discussed and investigated within the team and with the management,
action should be taken in a timely manner to complete the process. This will apply to both internal
and external stakeholder problems send by internal and external stakeholders.
Requesting new equipment, or repairs to fix faults to maintain workplace safety:

• Ensuring that operation is followed by health and safety procedure
• Training provided to fill skills gaps
• Working closely with external stakeholders
• Changing team members to resolve worker difficulties or clashes
• Re-prioritising work or changing work objectives
• Following the organizations’ grievance process to resolve conflicts.
Annex A : Organisation Operational Plan
BizOps Enterprises Operational Plan
Overview
12.1 Executive Summary
BizOps has 150 retail, online and phone sale outlets that sell a range of exclusive products across
Australia that are branded as BizOps.
The business provides its customers with high quality and innovative products and services. Wherever
possible we provide our customers with a ‘green’ solution and service. We employ sustainable
business practices.
12.2 BizOps Mission
BizOps is committed to:
 providing high quality and innovative products and services to customers

 meeting the changing needs of customers
 offering innovative product solutions
 delivering speedy and personalised service
 employing professional and enthusiastic staff
 providing clean and ‘green’ products and services
 adopting sustainable work practices
 undertaking continuous improvement processes.
BizOps is known for its enthusiastic and inclusive culture. BizOps seeks to maintain professional and
well-supported staff.
12.3 Business plan objectives
In 2015–2020 BizOps will consolidate its position in the market as a lead retailer for ‘green’ and
sustainable solutions for high quality exclusive products.
To do this, BizOps will focus on the following business goals:
• Financial stability:
 Increase revenue by 15% (compared to the previous 12 months) by the end of the financial
year
 Maintain annual profit levels of 15% of revenue for all products and services, calculated at the
end of each financial year
 Reinvest 75% of profit back into the business at the end of each financial year
• Market position:
 Maintain the number one rating in the annual national industry customer service awards
 Launch new high quality exclusive consumer products to meet customer demand, ahead of
competitors, within budget and by the agreed deadline
• Right people:
 Provide induction training at the commencement of employment to train new employees to be
knowledgeable, helpful and enthusiastic.
 Provide the physical, human and time resources to support an annual professional
development program for all BizOps employees
12.4 Keys to success
Success will be dependent upon:
 Exceptional product and service quality
Each store will maintain its establishment base of full-time equivalent employees. All of these staff
will have formal retail qualifications and be provided with internal product and service knowledge
training.
Each store will be fitted out to display the full range of the exclusive products from the current
BizOps range to provide the opportunity for sales staff to learn and fully demonstrate their features.
The product delivery service provided is recognised as part of the BizOps brand.
 Time-efficient and cost-effective development processes
Communication systems are in use to reduce travel and time commitments of outlet managers.
• Expert and knowledgeable staff
BizOps employs multiskilled retail sales staff capable of providing after sales product support to
customers.
2.0 Consultation Strategy

Stakeholder Role in the problem Objective Consultation method
Senior management Made the decision to increase Keep informed Feedback session
team sales by 15% annually Email communications
Newsletters
Videoconferencing
Outlet manager Develop an operational plan and Implement plan Staff meetings
implement the plan to increase Consult Outlet manager
sales in their outlet meetings via
videoconferencing
Interviews
Sales staff Implementers of the plan to Consult Meetings
achieve the intended results Keep motivated Feedback sessions
and engaged
Online and phone Provide sales not supported Consult frequently Videoconferencing
outlets through retail outlets
Major customers People who make major Consult Phone calls

purchases of BizOps products Personal visits
Email communication
Newsletters
Customers People who make small Obtain feedback Email communication
purchases of BizOps products Newsletters
Recruitment agency Involved in recruiting staff Consult Meetings

3.0 Operational Action Plan (July-Sept)
Operational Action Plan: July–Sept

What is to Objective Resources Procedures Responsible When? Budget KPI
be done?) (Why will (Where will (How will it person
we do it?) it be done?) be done?) (Who will do
it?)
Revisit To increase It will be Update each Outlet 30 June $3,000, The retail
sales the sales of done across outlet’s sales managers 000 total sales of
budgets the the 150 budgets to and the
and services outlets. reflect the needs to business
develop component increased be increased
outlet-by- of the targets. support by 15%
outlet sales business Each outlet is ed by a by the
strategies by 15% by to develop a busines end of the
that add 30 June sales s case financial
onto the strategy to from year
national support the each
sales new targets. store
strategy.
Acquire To facilitate Install a Contact Outlet 31 $5,000 All video-
additional communica multi-channel BizOps IT managers August per conferenc
resources tion dedicated service and outlet ing
– video- between all video- support to equipmen
conferenci retail, conferencing arrange for t installed
ng online and facility at supply and by 31
equipment. phone each outlet. installation. August
outlets and Allocate
reduce costs back to
travel time each outlet.
and costs.
Acquire To provide Purchase a Contact Head office 31 July $50,000 Delivery
additional a delivery new van for suppliers, marketing per van
resources service and each outlet obtain quotes manager outlet purchase
– delivery provide and detail it and d and
van. brand with the purchase the decals
recognition marketing required attached
logo. delivery van. by 31 July
Contact
signwriters to
have
marketing
decals
attached to
the vans.
Reorganise To create It will be Have plans Head office 30 $10,000 All stores
fixtures additional done across drawn up for sales Septem per to be
and fittings space for the 150 retail each retail manager ber store fitted and
– retail installation outlets. outlet. Retail outlet operation
outlet. of Hire local managers al with
demonstrati shop fitters current
on products and installers BizOps
for each range of
sales region. product
by 30
Sept
Train sales To multi- It will be Deliver Retail outlet 31 In All
staff to skill retail done across training managers August house. existing
provide product all the 150 programs Addition retail
after sales staff and to retail outlets. al product
product improve the resourc staff
support. level of es training in
after sales availabl multi-
product e but a skilling
support busines complete
s case d by 31
is August
required
.
Maintain To maintain Thirteen new BizOps Outlet 31 $2,000
full staffing and full-time recruitment managers August recruitm
capacity increase sales staff procedures Recruitment ent
through sales will replace agency costs
rapid capacity by staff per
recruitment recruiting vacancies in vacant
to fill new staff Sydney, position
vacancies. as soon as Melbourne
existing and Adelaide
positions CBD stores.
are vacated
4.0 Risk
The timely recruitment and training of new staff is a key success factor in meeting the strategic
objectives of the business plan. In order to meet the objectives it is necessary to have recruited the
new staff and up-skilled our current staff in after-sales product support by 31 August. In the event that
we do not meet these objectives, we have budgeted an additional 5% of training costs to employ a
training consultant to provide additional training resources.
It is critical that our outlet managers monitor the progress of their operational plans against the target
KPIs established. To that end, it is essential to review the operational plan monthly.
5.1 Approvals
Name Position Date approved Signature

Rose Hargreaves Chief executive officer 15 June RHargreaves
Nancy Tooket Managing director: 15 June NancyTooket
Retail operations
Annex B: Performance and Development Plan Template
Performance relates to an employee’s ability to undertake and satisfactorily complete the duties of
their position description and their compliance with the BizOps Enterprises code of conduct.
Participants
Harman Office administrator

Employee name Position
Harpreet Team Leader
Manager/Supervisor name Position
Sanaya Customer Service
Senior manager name Position Manager
Customer Service Department
Work area
Review period
Performance improvement period: From 01/ /07/2019 to

25/09/2019
Performance will be reviewed: 06/08/219
Review will be documented in a performance improvement review report completed by the

supervisor/manager
Final review will be conducted on: 20/08 /2019
Note: The employee must note that, where performance expectations are not being met without
satisfactory reason, BizOps may commence disciplinary processes, which may include termination.
Responsibilities
Employee responsibilities:
 Meet the performance expectations outlined in this document.
 Report immediately to the manager/supervisor any circumstances that may impact the
employee’s ability to meet the expectations.
Manager/supervisor responsibilities:
 Conduct [fortnightly/ weekly] review meetings for duration of the plan.
 Document progress in a performance review report.
 Provide honest, constructive, timely feedback and reasonable support on an ongoing basis.
 Identify and provide any additional and reasonable resources, training and assistance the
employee requires to achieve a satisfactory performance.
Senior manager responsibilities
 Ensure the process identified in this document is adhered to in accordance with the principles of
natural justice, namely:
• the decision maker is free from bias, objective and has no personal interest in the matter
being decided
• the employee is advised of the allegations and has the opportunity to present their case
before a decision is made.
 Address any issues that arise from this process.
Performance issue/s being addressed
This section should note the current performance issues that are to be addressed within the
performance improvement plan.
More accuracy is required of the date in report
Need to improve timeliness in completing customers
Performance expectations and assessment
This section should clearly outline the performance expectations that need to be achieved (the
position description and BizOps code of conduct should be used as a minimum performance
standard). The strategies, actions or tasks to achieve the performance expectations should be
realistic, clear and measurable. The agreed performance indicators, outcomes and/or time frames
should be achievable and monitored during each review meeting.
Performance expectations Agreed performance Strategies/Actions/Tasks

indicators/Required
(What needs to be achieved) outcomes/Time frames (How is this outcome going to
be achieved, including
(How are the required training, coaching to be
outcomes going to be provided)
measured)
Make sure that the reports of customer 85% of the report of customer Training to manage the time is
services are submitted to Customer service are submitted to the provided.
service manager before the deadline customer service manager before Mentoring by Team leader
the deadline.
Quantitatively Target is measured

Signatures:
Harman
Employee
Harman Date 20/08 /2019

Signature
Harpreet
Manager/Supervisor
Harpreet Date 20/08 /2019

Signature
Performance improvement review report
Review
The performance improvement plan commenced on: 01 /11 /2019
The final review was conducted: 21 /08/2019
Review outcome
Note: Include whether the performance expectations were met or were below the required
expectation. If the performance expectations were below the requirement, then an explanation should
be included in the review comments.
Performance expectations Agreed performance Review comments

indicators/Required
(What needs to be achieved) outcomes/Time frames (Meets expectations/Below
expectations)
(How are the outcomes measured)
Make sure that customer service 85% of the report of customer service are Meet expectation.
report are submitted to customer submitted to the customer service
service manager timely manager before the deadline. 85% of the customer service are
deliver before the deadline
Quantitatively Target is measured.
Employee comments Team leader train and mentor us. He

observe and very helpful for me .I have
completed my report on time due to this.
 Review met expectations Meets expectations – Include in the employee’s

performance appraisal and development plan the
agreed actions in the instance that there is a
reoccurrence of performance that is below
expectation.
 Review did not meet expectations Below expectations – Disciplinary action may be
necessary. Consult HR.
Berkeley College Pty Ltd ABN 85 136 626 956 Page 29 of
CRICOS: 03266E, RTO: 22316 T/As North Melbourne College 38
Version 2
Signatures
Harman
Employee
Signature Harman
Date 22 /11 /2019
Harpreet
Manager/Supervisor
Signature Harpreet
Date 22 /11 /2019
Sanaya
Senior manager
Signature Sanaya
Date 22 /11 /2019
Berkeley College Pty Ltd ABN 85 136 626 956 Page 30 of
CRICOS: 03266E, RTO: 22316 T/As North Melbourne College 38
Project Checklist (To be completed by Trainer/Assessor)
Not Satisfactory
Satisfactory
Project meets the following requirements/criteria
P1 Consulted team members to establish a common understanding of team purpose,

roles, responsibilities and accountabilities in accordance with organisational goals,
plans and objectives.
P2 Analysed and interpreted textual information from the organistion’s policies, goals
and objectives to establish team goals or to determine corrective action.
P3 Developed performance plans to establish expected outcomes, outputs, key
performance indicators (KPIs) and goals for work team.
P4 Prepared written reports and workplace documentation that communicate complex
information clearly and effectively.
P5 Developed, implemented and monitored plans and processes to ensure team
effectiveness.
P6 Supported team members in meeting expected performance outcomes.
P7 Supported team to meet expected performance outcomes including providing formal
and informal learning opportunities as needed.
P8 Developed strategies to ensure team members have input into planning, decision-
making and operational aspect of work teams.
P9 Develop policies and procedures to ensure team members take responsibility for own
work and assist others to undertake required roles and responsibilities.
P10 Used leadership techniques and strategies to facilitate team cohesion and work
outcomes including providing feedback to encourage, value and reward others.
P11 Developed processes to ensure issues, concerns and problems identified by team
members are recognised and addressed.
P12 Established processes to address issues and resolve performance issues.
P13 Monitored and actively supported processes and development activities to ensure the
team is focused on work outcomes.
P14 Encouraged team members and individuals to participate in and to take responsibility
for team activities, including communication processes.
P15 Supported the team in identifying and resolving work performance problems.
outcomes including identifying and resolving problems.
P17 Ensured own contribution to work team serves as a role model for others and
enhances the organisation’s image for all stakeholders.
outcomes including modelling desired behaviour and practices
P19 Established and maintained open communication processes with all stakeholders
P20 Facilitated two-way flow of information between team and management relevant to
team performance
All project requirements/criteria must be satisfactorily demonstrated by the
candidate.
The project assessment has been confirmed:
 Satisfactory
 Not Satisfactory
Feedback
Please include recommendations for future training in cases where the
candidate has not satisfactorily achieved all requirements/criteria.
Declaration:
I declare that this project assessment has been conducted as per NMC Assessment procedures and
instructions provided for this assessment task and that I have provided appropriate feedback.
Assessor Name
Assessor Signature
Date
Submission Details
Assessment Task 3. Case Study
Student Name:
Student ID:
Assessment Outcome
Signature : Date :
Student Signature Date:

Task 3: Case Study
Your performance will be documented while being observed by your Trainer/Assessor. You should
demonstrate skills to lead teams and to actively engage with the management of the organisation.
Instruction to the Candidate:

Read the following case study and answer all question
1. Case Study Scenario:

You are the leader of the customer service team for an organisation. You are responsible for ensuring that the
shop is always staffed with assistants who make customers feel welcome, attend to their questions and
needs knowledgably and promptly and how are able to maintain the shop’s displays at all times.
At any one time you have a team of 15 assistants with six needed per day. Due to the nature of the work you
have an average turnover of one position per month.
At a recent senior management meeting the business strategic plan was developed, from which you now
need to develop a performance plan for your sales team. You also need to remember the ongoing team
requirements as well as those new requirements brought about by the strategic plan.
In essence, the strategic plan states that, over the next 12 months, the organisation is aiming to:
Increase turnover by 30 per cent by;
 Introducing 20 new products including a range of six health lollies that have added nutrients
Build market loyalty by specifically targeting tweens as customers by:
 Designing new packaging specifically designed to have greater appeal to the 7 – 12 age
group
 Introducing a club membership for tweens that gives them free gifts for purchases over
specific amounts
Increase efficiencies by:
 Increasing average customer sale from $4 per person per visit to $6 per person per visit
 Purchasing and installing a new computerised till aimed at tracking sales by each
salesperson.
Question:
Q1. Define the sales team goals for the next 12 months. Ensure that they are SMART.
The goal of the sales team is to introduce 20 new products and they design the new packaging for that
products. Their products should specific and clear and people should have knowledge about that product.
Their measure ability would be according to the age group and they should know that when they can achieve
their goals. Their pricing should be reasonable for those products and their new products should come up in
the market timely. Their products are for the 7—12 age group. They introduce the club membership that if
people purchase over specific amount then they will get free gifts on it. New technology will use for
increasing the sales.
Q2. Define the KPIs and standards for each goals?

The key performance indicator measure that how much an organization evaluate their success and how
effectively a company is achieving their goals. Organization use KPIs to evaluate their success at reaching
to target.
Selecting the right one will depend on the industry and the part of business, which you are looking. Each
department will use different KPI types because of different business goals and targets. Organization use
KPIs at multiple levels to evaluate their success at reaching their targets.
 High level KPIs may focus on the whole performance of the business.
 Low level KPIs may focus on processes in department such as Sales, Marketing, HR, support
and other
Q3. Select one goals and create an action plan to consult the team member and identify the team members
expected performance outcomes.
To give the firm support you need to have a complete understanding of what’s responsibilities of each team
member. This includes knowing what tasks are actually done in your team, how long these take to do and the
skills that are required. This will provide you an appreciation of what your team does and gives you the fair
understanding and knowledge to find the best approach to support your team to achieve their performance
goals.
Supporting your team may include:

• Providing additional help at busy times
• Skills training and development
• Workplace mentoring
• Monitoring the team for stress levels and providing help when needed
• Managing employee workloads and prioritising tasks.
Managers should always clear in his/her mind to understand and maintain the team as a whole. For some
situations, a team member could only understand from one view but we need to relate them with all
information to guide our team.
Q4. What strategies you will use to ensure that all team members provide their input in developing the SMART
goals, and performance associated to achieve the goals.
1. Start with the smart system:
When it comes to setting goals with your team, a good place to start is the SMART system. All goals should
be specific, measurable, attainable, relevant, and time-related.
Specific:
The more significant your goals will be then it will be easier to get success.
Measureable:
To measure the employee’s goals that how much they far away to accomplish their goals.
Attainable:
All team members should be attainable that whether it is possible to attain the goal, if employees think big so
it’s fine but when it comes toward unattainable goals then it will be waste of time and resources.
Relevant:
The goal should be relevant to achieve and team member’s finding should also relevant to searching the
information for that specific goals.
Time related:
The deadline of every goal is happen and their targeted measuring should be good so they can achieve their
goals timely.
2. Align goals with the department and company
To guarantee that the objectives of every worker line up with the organization overall, ensure you impart the
organization's command to all staff, and repeat during objective setting season to guarantee that it's top of
psyche. Urge all representatives to connect their objectives back to the vital order, and to work with their
associates to adjust shared objectives crosswise over division and groups.
3. Create an action plan
To achieving any goal there is need to create an action plan. An action plan is to ensure that all individual
should have tools to accomplish any goal.
4. Follow up (and reward)
If the team met their goals so company should award them on the basis of their performance and encourage
their performance as well. If they reward the whole team then company acknowledge will increase.
Q5. Develop a process to resolve the issues, concerns and problems identified during the consultation
process.
In consultation process, it’s necessary to know that what are the issues and problems and on which
they are affecting. The reason the counselling procedure spins such a great amount around
individuals isn't on the grounds that advisors are unequipped for finding the appropriate responses all
alone. Truth be told, many counselling issues are entirely direct. In any case, without including the
key partners all through the counselling procedure the partners won't have the setting they have to
comprehend the estimation of the work you've done. For a counselling commitment to be a triumph,
the advisor not just needs to concoct the correct answer, yet in addition to be the visit manage that
takes the key partners on a critical thinking venture. On the off chance that you don't include the
partners in the voyage, at that point they won't know the exploration that went into the venture, the
sentiments that were gathered, and the options that were assessed, and so on.
Q6. Why is encouraging participation in the planning, decision – making and operational work
aspects of the team’s work important for developing team cohesion and what roles and feedback play
in doing this?
To encourage the employee for the participation in the planning can motivate them for the next goal
and motivated employee can increase their productivity level to give better output and it lead to the
positive growth of the company.
Team cohesion in which team member try to achieve the common goal and team remains united.
Each team member contributed overall for the success of the company. The more cohesive will
improve the more the company will get success. To make a team cohesion there are a ways:
Establish a mission:
Before selecting any team member you need to ensure that what is your goal and how you can accomplish
those goals. Then select the team member for achieving the goals.
Practice teamwork:
Teamwork is the best way to see the individual’s work and performance during achieving the goals. You can
observe them that how they tackle to the difficult task.
Communicate effectively:
Communication is the way to lead the team in a better way and tell them all things clearly. If communication
is ineffective then a team cannot be cohesive. So make your communication strong, all the instruction and
guidelines should clear to the whole team.
Feedback play an important after achieving goals, feedback tells that what leader did in the teamwork. Did
the leader guide them well? Did the leader give clear instruction to the team member or not? What team
member learnt through this task?
2. Case Study Scenario:
At Newton Global Pty Ltd. A mining resources your team of geologists have been busy creating the feasibility
study into a new exploration site in north South Australia. The work has been a very large project that started
18 months ago with the team spending six months on location taking drilling samples and analysing them.
Of the six geologists and three administration staff that currently form the team, two geologists are new as is
one administration person. All the others have been on the project since tis inception. Up until now the team
has got on well together, seemingly communicating well and resolving any differences with minimal effort.
However, you have noticed lately that there has been some trouble. The difficulties in communication seem to
have started since a new geologist joined the team, management gave indications that world affairs might
have a serious impact on whether the project could be funded or not and you changed some allocation of
team tasks.
Especially the communication issues have been:
 The monthly progress report had a section missing and, when you questioned the authors
about it. It turns out that each though that the other person has done it.
 Two team members have made comments to you that they think that the new geologist think
that they know it all and is very irritating to work with.
 You have overhead comments from a couple of team members to the effect that there is no
point doing a good job on the report as management have already written it off.
 Comments were also made that there was no point talking to you as you always sided with
management
 The new administration person is not completing their tasks on time and seems to be
overwhelmed by what they have to do. You have seen them ask the other administration staff
for help once or twice but despite their efforts, they are still very slow at their work and seem
reluctant to ask again. When you ask them if they need help, they say that they are fine.
Questions:
Q1: What factors are affecting the communication in this team? (100 – 150 word)
1. Not preparing thoroughly:
As the monthly progress report was missing just because the mistake of an author, he didn’t fulfil his
responsibility because he was not prepared thoroughly for this at all. If he prepare for that work so he was
able to reduce the error and the monthly progress report had have ready.
2. Imagination
It was wrong by thinking itself because working with another person could have benefit for the
company.
3. Lack of interest:
As management have already written the report but some couple of team members were have lack of
interest to do that report again.
4. Bias nature:
Some people have bias nature they get jealous if someone doing their work efficiently and
effectively.
5. Irresponsible:
As the person was irresponsible he never prepared his work on time, he didn’t care company’s work
and reputation. Being slow in workplace put negative impact on the environment.
Q2. What can you, as team leader, do it correct the situation and restore it to one of open, effective
communication amongst all parties? (150 – 200 words)
Being a good team leader it is necessary to know that communication helps us to manage many
things and it also eliminate the misunderstanding and it encourage the team members and make a
healthy environment among people. I’ll help my team to work quickly and professionally. I’ll show
appreciation for my team members so they work effectively. Having interaction between my team
members tell them that what is the demand and norms of our project. I’ll make two way feedback it
will make my team self-evaluate. One is detailed feedback and other is written feedback encourage
the employees and it increase their productivity level. My team member will feel free to ask any
question to me and I’ll encourage them in their every ideas. Team bonding is important for growth
and success and it can improve the meeting discussion and it gives everyone an opportunity to know
each other in a better way.
Q3: What corrective action you will take to maintain open communication processes? (100 – 150
words).
Basically open communication process builds trust and feel valued and it encourage the employees
to contribute in meetings corrective action improves employee’s performance and behaviour by
identifying the problems and causes. Corrective action is a process of communicating with the
employee to improve attendance, unacceptable behaviour or performance. In corrective action it may
take time when other methods such as coaching and performance management have not been
successful. In some misconduct, employee fails to perform work effectively so you may feel angry
or frustrated so you should remain calm and make your communication more easy so employee
don’t feel hesitate to talk to you and this process will get you success.
Q4. Write the follow up procedures? (100 – 150 words)
Leading an organization is an individual and collective discipline. Effective organizations are led
through key processes that translate organizational identity into high-performance. For leadership
process its necessary to identify the vision of the goals and task. Leadership is a process by which a
person influences others to accomplish an objective and directs the organization in a way that makes
it more cohesive and coherent. ... Leadership is a process of social influence, which maximizes the
efforts of others, towards the achievement of a goal. A leader always carry knowledge and skills and
it put into an action and it influenced by his traits and attributes.
All case study criteria must be satisfactorily demonstrated by the candidate.
The observation assessment has been confirmed:
 Satisfactory
 Not Satisfactory
Feedback
Please include recommendations for future training in cases where the
candidate has not satisfactorily achieved all criteria.
Declaration:
I declare that this project assessment has been conducted as per NMC Assessment procedures and
instructions provided for this assessment task and that I have provided appropriate feedback.
Assessor Name
Assessor Signature
Date
Unit Completion Feedback Form
The purpose of this evaluation is to obtain your feedback on the content, delivery and assessments of
the unit of competency provided by North Melbourne College (NMC). Your response will be treated in
strict confidence and will assist us to review and improve our delivery.
Student
Name(Optional)
BSB51915 – Diploma of Leadership and Management
Qualification Enrolled
Unit BSBWOR502 Lead and Manage Team Effectiveness
DIRECTIONS: Along each scale given below, please tick the box that matches most closely with your
opinion as indicated below:
All completely Mostly new but Mostly refreshing ideas All refreshing ideas
new information with some familiar with some new ideas
ideas
How would you rate
the content of the
Unit?
Useful Somewhat Not

useful useful
How useful were the practical/class activities in helping you learn new
information or refreshing ideas you had previously learned?
How useful were the practical/ class activities in understanding of the
Unit?
Very well Fairly Well Not Well
How well did your Trainer explain the concepts covered in the Unit?
Strongly Disagree Not Agree Strongly

Disagree sure agree
1 2 3 4 5
I received the assessment information prior to the date
Unit Competency standards were available or explained
The Assessor covered all WHS/OHS issues (if applicable)
Instructions were clear and easy to understand
I knew exactly what was expected from me
The Assessment procedure was explained
The Assessor used appropriate language
I was encouraged to participate
The Trainer / Assessor was professional with Industry
experience
Definitely Somewhat Easy Somewhat Definitely

Easy Easy NOT Easy NOT Easy
How would you rate the degree of easiness of the
assessments?
FURTHER COMMENTS: If you have additional comments, please use the space below.
Form 039 Unit Completion Feedback Form


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ASSESSMENT RECEIPT FORM

1. I am aware that penalties exist for plagiarism and assessment dishonesty.

I have retained a copy of my Assessment.

Assessment Received by NMC Staff

=================================TEAR HERE ==================================

Students must retain this as a Record of Submission

Assessment Handed On:

Unit Code & Description:

Assessment Received by NMC Staff

Signature: …………………...……...……...……... ….………………………………

Form148: Assessment Receipt Form

Document/Particulars Assessor Name/Initial/ Comment

Form 224 Student Assessment Documents Quality Assurance Checklist

Assessment result uploaded to Wisenet

Form 224 Student Assessment Documents Quality Assurance Checklist

Trainer/ Assessor’s Date of

Unit of Competency: BSBWOR502 Lead and Manage Team Effectiveness

Assessment 1: Written Question  

To achieve competency for the unit, student must be S in all tasks.

Final Feedback for the

Student’s Signature: Date:

USE FOR RE-ASSESSMENT ONLY

 Competent  Not Yet Competent

Learner Guide/Student Assessments

Type of Assessment Place of Assessment

2. Develop and Facilitate Team Cohesion

4. Liaise with Stakeholders

You must present an evidence of the ability to

To complete the unit requirements safely and effectively, you must:

2. Project – Simulated Workplace Environment

.............................................................................. (Student Name) have read and understand the

I further declare that:

Student signature: ............................................................... Date: ....../....../.......

Assessment Task 1. Written Questions

Student’s overall performance is: Student’s overall performance is:

Comments/Feedback to the Student:

Student Signature Date

 Communicate with your team

Marking: Satisfactory Unsatisfactory

Question 2: Explain strategies for gaining consensus

Marking: Satisfactory Unsatisfactory

Marking: Satisfactory Unsatisfactory

Marking: Satisfactory Unsatisfactory

Question 6: Outline some strategies for improving group dynamics

Marking: Satisfactory Unsatisfactory

Struggling in working sector makes your work better and

Team members always focus on their goals instead of disagreement.

Marking: Satisfactory Unsatisfactory

 It gather all the participants from as wide range of disciplines to a

Marking: Satisfactory Unsatisfactory

Any circumstances always introduce you to understanding the situation and

Marking: Satisfactory Unsatisfactory

 Deciding a process to monitor work activities.

Marking: Satisfactory Unsatisfactory

Assessment Task 2. Project – Simulated Workplace Environment

Student’s overall performance is: Student’s overall performance is:

Comments/Feedback to the Student:

Student Signature Date:

 Organisation operational plan (Annex A)

Task Overview and Context:

Regards, Nancy Tooket

 Organisation operational plan (Annex A as attached)

Key personnel Role in in implementing the proposed