Written or Oral Questions Answer each question in as much detail as possible, considering

your organizational requirements for each one.

1. In what environments can you give feedback? (3 marks)
We can give feedback in different environments for example, in formal and informal
environments as formal meetings, during ad hoc meetings, informally (i.e., in the train,
coffee break, lunch), during performance reviews, during annual salary reviews.
2. Outline the SMART format for team goals. (5 marks)
The SMART format help us to track goals and objectives and give us the tools to achieve
our goals.
S.M.A.R.T stands for:
S: Specific. Specific: The goal must be clear to everyone and well defined.

M: Measurable. Measurable: The goal must be obtainable to find out when the goal has
been achieved.

A: Achievable. Achievable: The goal must be reachable and achievable regarding to the
skills the team possess.

R: Relevant. Relevant: The goal has to be important or relevant to the company,

organization and the team.

T: Timely. Timely: The team needs enough time to achieve the goal but also a deadline is
needed.

3. How can a manager support their team to achieve organizational goals? (3 marks)
Managers can support their team to achieve organizational goals first by having good
communication with one another it is a key that everyone clearly knows what their goal is,
so they can perform to the best of their potential.
Then using the S.M.A.R.T formula as a guide to organize them. Managers need to be clear
with team members and tell then what the objectives of the company are. Encourage their
team with feedback. Managers need to encourage them to have clear target and purpose
within the organization.
Be present to solve any problems or issues the team can have.

4. How could you, as a manager, help facilitate a team to work better? (3 marks)
Create a bond between the team members.
5. How would you update team members on their progress? (3 marks)
Feedback
6. How would you deal with team members who react badly to changes in the organization?
(5 marks)
Referral to counseling services if required.
Try to identify and understand the cause why team members react badly to changes.
Have a personal conversation with the team member and talk about his/her barrier for a
change.
Opportunity to discuss concerns and raise issues in an open table situation.
Explain them why the change is being made.
Referral to Human Resources or other internal departments that can help.

7. What are three common issues in a team environment? (1 mark per issue, maximum of
3 marks)
As human being we all have different personalities and mindset and sometimes is very
difficult for the team to get along well with everyone. And sometimes some team members
will feel they have been treated unfairly. All of this brings the fallowing three issues:
1. Resentment from staff members
2. Staff not getting along with each other
3. Conflict between team members

8. Outline the PDCA Cycle process. (2 mark per step, total 8 marks)
Plan: identify and analyze the problem or opportunity, develop hypotheses about what the
issues may be, and decide which one to test.
Do: test the potential solution, ideally on a small scale, and measure the results.
Check/Study: study the result, measure effectiveness, and decide whether the hypothesis is
supported or not.
Act: if the solution was successful, implement it.

9. How would you encourage ‘above the line’ behavior? (3 marks)

I would encourage ‘above the line’ behavior by taking accountability for their actions,
assuming responsibility towards the decision-making processes that the organization has in
place and by taking ownership of A good manager should empower team members to take
responsibility for their actions and decisions, expecting them to operate from ‘above the line’
at all times their job roles and the consequences of their decisions.
10. What is the difference between outcome and process-orientated feedback? (2 marks)
The difference between this two is that process-oriented feedback is used for team
members that are not very experience and needs to be informed during the process of their
task and outcome-oriented feedback is used for team members that are experience and just
need to know if the outcome was achieved.