Part C – Support critical and creative thinking

The critical and creative knowledge gaps for your team

The critical and creative knowledge gaps identified were:
- Experience difficultly establishing fact from fiction when dealing with customer issues
- Online relationships - Valuing differing perspectives and cultures
- Digital creativity
- Evaluation skills to review work for accuracy
- Negotiation skills
- Graphical data representation

the critical and creative knowledge gaps for one individual team member
Call centre staff knowledge gap:
- Negotiation skills
- Graphical data representation
The team and the individuals experienced the organisation’s approach related to critical and
creative thinking through the individual training programs and corporate training programs
organized by the organization to develop team members.
Negotiation of workplace problem
The main workplace problem that I did negotiate to prioritize was the graphical data
representation. In my opinion, Worlducation has a well-defined mission and vision as well as
objectives to promote the diversity and equal opportunities for children and the staff
members should be aligned with the mission and vision of the organization, always
respecting and valuing the different perspectives and cultures from others.
The potential solutions for the problem generated during the meeting were:
- Establish the objectives and goals of the company with staff members
- Brainstorm potential activities for the organization
- Listen to team members and reach an agreement.

Facilitate learning opportunities to address identified gaps.

Training Session for Call Centre Staff Who is the learning opportunity is aimed at:
Call Centre Organisational and legislative requirements:
- Equal employment opportunity
- Diversity in the organization
- No discrimination because of gender, colour, etc.
- Health and safety
Informal opportunity – Online community
Who is the learning opportunity is aimed at:
Call Centre Staff Organisational and legislative requirements:
- Equal employment opportunity
- Diversity in the organization
- No discrimination because of gender, colour, etc.
- Health and safety

Draft an email invite to team member(s) who are participating in the training workshop

Email To: Call centre staff

From: Sales and Marketing Manager
Subject: Invitation to team members

Dear Call centre staff, I am writing this email to invite to the meeting that we have to discuss
some issues and performance in our organization. The main gaps that we discussed were:
- Negotiation skills
- Graphical data representation
We have to make some corrections in the gaps and develop the abilities by training and
coaching sessions. Let me know if you have any questions.
Kind Regards,
Sales and Marketing Manager