Assessment Task 1 Instructions

Provide answers to all of the questions below:

1. Describe three facilitation techniques that can be used by team leaders with their team to
encourage team development and improvement.
The three facilitation techniques are procedural, behavioural, and problem- solving technique.
The procedural technic involves procedures such as planning agendas, assigning roles, focus
process, record information, organize and summarise. It helps people to be efficient and meet its
expectations in meetings, specially because it helps to plan the goals of the session more clearly
and communicate them to the others participants. The behavioural is about how to behave by
being positive, flexible, use humour, be an active listener, etc. Then, the problem-solving is a
technique that involves the analysis of cost/benefit, promote consensus, mind mapping, etc.

Maintain an Objective, Non-Defensive, Non-Judgmental Stance

Successful facilitation requires active listening to what your team has to say in order to help you
steer the process toward success. Losing objectivity during a meeting, or becoming defensive or
judgmental during a discussion, can hinder your ability to “hear” what your team is saying.
Remember, this is not about you – it’s about what the group needs to move forward toward a
solution. Be aware of your personal “hot buttons” and design ways to manage them.
Act with Integrity
This isn’t a situation in which you can fake it until you make it. Be clear with the group about your
role as Facilitator and establish clear boundaries early on. If you think something is too
challenging for the group, find a way to say so with integrity. However, if you see a potential
conflict of interest, or you’re going into a meeting where you have clear opinions about the target
topic, then ask another Facilitator to facilitate so you can participate in the discussion.
Trust the Process
Do your homework in preparation for the meeting. Understand the desired objectives for the
meeting and design your facilitation process to accomplish these objectives. Once you’re in the
meeting, trust in the process! A group can easily get distracted by details, which can feel like a
waste of time or like things are taking too long. Keep your eye on the goal and trust the process
as it unfolds
2. Outline the role of a workplace mentor in relation to learning and development.
An organized working environment coaching project can help consider every
contingency. As to rumble in the present ever-changing business condition, organizations must
learn and develop continually, while additionally understanding workers' needs, goals and
inspirations. While you will need to present a few rules to make a successful program, it very well
may be definitely justified even despite your exertion. Mentoring provides huge contribution in the
learning and development of employees and provide constant guidance to achieve the goals and
objectives. A director or collaborator, representatives can go to their tutor for profession direction,
relational improvement and to find out about organization internal activities, for instance.
3. Outline the role of a workplace coach in relation to learning and development.
A coach must have abilities to engage employee to concentrating on the objective,
effectively tune in to what is being said by the coaches, utilize a variety of inquiry types to prod
 the thoughts from the coaches, and be non-critical in the input you give. These abilities expect
you to put forth a familiar attempt to control you introductory impulses when an issue emerges.
You need to oppose needing to direct, resolve and judge the circumstance. Rather as coach you
should be the impetus for change in a non-critical route by assuming the job of facilitator,
audience and examiner.

4. Outline an organisational policy and procedure that can be used to develop teams.
Workplace policies often reinforce and clarify standard operating procedure in a
workplace. Well written policies help employers manage staff more effectively by clearly defining
acceptable unacceptable behaviour in the workplace and set out the implications of not complying
with those policies.

1) code of conduct
2) professional development policy
3) internet and email policy
4) mobile phone policy
5) non-smoking policy
6) drug and alcohol policy
7) health and safety policy
8) anti-discrimination and harassment policy
9) grievance handling policy
10) discipline and termination policy using social media

5. Outline an organisational plan that can be used to document actions that an organisation can
take to develop teams.
Convene a planning group made up of individuals from the community affected by the
problem or issue and others who are in a position to address it. Identify additional partners and
invite them into your strategic planning process. This can be the strategic plan, operational plan,
or departmental plan. For example, operational plan would list down the objectives and desired
goals for the year and the organisation can use this to check the skill and knowledge gap within
the current employees and develop the teams.

6. Review the following website about typical tasks for Call, Contact Centre & Customer Service
Managers. In your own words, explain the prospects for employment in this sector.
Call centre work is communication and talking to a diverse range of people can be
incredibly satisfying. Whether it’s a great group of colleagues or the chance to have friendly
conversations with customers all day, every day, ultimately, it’s people that make a workplace
into more than just somewhere to grind out a living. The mixture of people employed by large
call centres can also make colleagues into lasting friends. Call or Contact Centre and Customer
Service Managers organise and control the operations of call or contact centres, review
customer services, and maintain sound customer relations. Professionals must be able to
communicate effectively when speaking to people. You speak carefully and clearly so that you
are easily understood. Many different roles you will be expected to make decisions - from
prioritising your workload through to managerial decisions involving staff, working patterns or
processes. Solving problems is a fundamental skill that all employees should possess. It could
 range from something as simple as addressing a staff shortage through to something much
more technical.

http://joboutlook.gov.au/occupation.aspx?search=keyword&tab=overview&cluster=&code=1492

7. Review the following website about competency requirements for Call, Contact Centre &
Customer Service Managers. Write down five key competencies required for this occupation.

1. developing and reviewing policies, programs and procedures concerning customer

relations and goods and services provided
2. ensuring operational efficiency within a call centre
3. providing direction and feedback to team members and assisting with recruitment
4. managing, motivating and developing staff providing customer services
5. planning and implementing after-sales services to follow up customer satisfaction, ensure
performance of goods purchased, and modify and improve services provided.

Speaking and Listening Skills

Professionals must be able to communicate effectively when speaking to people. You
speak carefully and clearly so that you are easily understood.

Making Decisions
Within many different roles you will be expected to make decisions - from prioritising your
workload through to managerial decisions involving staff, working patterns or processes.

Problem Solving
Solving problems is a fundamental skill that all employees should possess. It could range
from something as simple as addressing a staff shortage through to something much more
technical.

Communication
In any business, communication skills are absolutely essential. Being able to share
information verbally and in writing is an integral part of any position.
Social and Emotional Learning

This competency is very important in industries such as education and welfare. It is the
process through which you implement strategies to understand and effectively manage emotions
to achieve a particular outcome.

http://joboutlook.gov.au/occupation.aspx?search=keyword&tab=skills&cluster=&code=1492
8. List three jobs in the customer service sector. List them in order from a typical entry-level job to a
top-level job.
Three jobs in the customer service sector
1. Call canter
2. Customer service
3. Agent service
Assessment Task 1 Checklist

Student’s name:

Did the student provide a sufficient and Satisfactory

performance Comments
clear answer that addresses the
suggested answer for the following? Yes No

Question 1

Question 2

Question 3

Question 4

Question 5

Question 6

Question 7

Question 8

Task Outcome: Satisfactory  Not Satisfactory 

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