BSBLDR411+-+Assessment+Task+2+v2 1

Assessment
Task 2
Demonstrate leadership in
the workplace
BSBLDR411
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I have not
cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Student name
Student ID
number
Student Date
signature
Task Number
BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 2

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
------OFFICE USE ONLY-----
For Trainer and Assessor to complete:
◻ Student requested reasonable adjustment for the assessment
Marking Sheet Comments
Completed successfully
DNS
N
Y
Did the student satisfactorily:
The student has satisfactorily completed and ☐ ☐ ☐
submitted the following:
 Addressing of tasks in Task 2.1:

1. Organisation's requirements for
performance management
2. Qualities required for positive
3. Organisation's standards and values for
conducting business
4. How own performance will contribute to
upholding organisational values
5. Issues to be resolved according to
organisational values and summary of
gathered information
6. Key performance indicators that can
support the achievement of business
objectives and support the way of
conducting business
 Performance Management Plan for the team
in Task 2.2A
 Risk Management Strategies -team in Task
2.2B
 Changes to performance management plan
for the team in Task 2.2B
 Feedback form in Task 2.2C
 Social media post in Task 2.2D
 Performance management plan -individual
in Task 2.3A
 Risk Management Strategies- individual in
Task 2.3B
 Changes to performance management plan
for individual in Task 2.3B
 Email to Sarah White in Task 2.3C
 Reflection in Task 2.4

DNS
N
Y
Demonstrated ability to: ☐ ☐ ☐
 Identify organisation's requirements for
management performance
 Identify qualities required for positive
management performance according to
organisational policies and procedures
 Establish key performance indicators
according to organisation's business
objectives
 Locate and assess organisation's standards
and values for conducting business
 Identify how own performance will
contribute to upholding organisational
values
 Identify issues to be resolved according to
organisational values
 Gather and organise information relevant to
the issues under consideration
This is evidenced by:

Addressing of tasks in Task 2.1:
1. Organisation's requirements for
2. Qualities required for positive performance
management
3. Organisation's standards and values for
conducting business
4. How own performance will contribute to
upholding organisational values
5. Issues to be resolved according to
organisational values and summary of
gathered information
6. Key performance indicators that can support
the achievement of business objectives and
support the way of conducting business
The student met with the team in week 3 of ☐ ☐ ☐
class (Role-Play) to develop the team
performance plan in consultation with team
members:
 Explained the issues that have been
identified
 Reinforced performance expectations ad
targets
 Gathered information and inputs from the

DNS
N
Y
team
 Involved the team in decision-making about
the best course of action to improve team
performance
 Agreed on the content of the performance
plan
 Gained commitment from the team about
adherence to the performance plan
 Listened actively
 Used questioning to gather information and
inputs from the team
 Encourage two-ways conversation
 Encourage team members to express their
views
Feedback in Comments.
The student met with the individual team ☐ ☐ ☐
member (Role-Play) in week 4 to develop the
individual performance management plan:
 Explained the issues that have been

identified
 Reinforced performance expectations ad
targets
 Gathered information and inputs from the
team member
 Involved the team member in decision-
making about the best course of action to
improve their performance
 Agreed on the content of the performance
plan
 Gained commitment from the team member
about adherence to the performance plan
 Listened actively
 Used questioning to gather information and
inputs from the team member
 Encouraged two-ways conversation
 Encouraged team members to express their
views
Feedback in Comments.
 Identify qualities required for positive
management performance according to
organisational policies and procedures

DNS
N
Y
 Identify how own performance will
contribute to upholding organisational
values
 Comply with organisation's standards and
values
 Evaluate own behaviour and performance
against organisational standards and values
and adjust to achieve required standards
 Ensure own behaviour and performance
contributes to the integrity and credibility of
the organisation

 Develop and implement performance plans
for individual and team according to the
organisation's business objectives'
 Establish key performance indicators
according to the organisation's business
objectives
 Identify issues to be resolved according to
 Gather and organise information relevant to
the issues under consideration
 Develop plan to implement decisions agreed
by relevant individuals and teams

in Task 2.2A
2.2B
 Changes to the performance management
plan for the team in Task 2.2B
in Task 2.3A
Task 2.3B
plan for an individual in Task 2.3B

DNS
N
Y
 Facilitate individual's and team's active
participation in team decision-making
processes

in Task 2.2A
in Task 2.3A
 Meeting with the team (Role-Play) – refer to
feedback on marking sheet
 Meeting with the individual team member
(Role-Play) – refer to feedback on the
marking sheet
 Examine options and assess associated risks
to determine preferred course of action

2.2B
plan for the team in Task 2.2B
Task 2.3B
plan for an individual in Task 2.3B

 Use feedback processes to monitor the
implementation and impact of decisions

When collaborating with the group, the student ☐ ☐ ☐
has actively participated in group work with a
substantial contribution that can be assessed
individually for all the task requirements.
Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐

DNS
N
Y
Student Name:
Assessor Name:
Assessor Signature:
Date:
Table of Content
Student Declaration................................................................................................................................................2
Task 2 – Demonstrate leadership in the workplace..................................................................9
Task 2.1 Prepare for leadership........................................................................................................................12
Task 2.2 Performance management -team..................................................................................................14
Task 2.3 Performance management -individual.........................................................................................19
Task 2.4 Reflection................................................................................................................................................23
References................................................................................................................................................................23
Appendix 1 – Scenario.......................................................................................................................24
Appendix 2 – Current Team Performance..................................................................................30
Appendix 3 – Individual Performance Issues...........................................................................31

Task 2 – Demonstrate leadership in the workplace
Task summary and instructions
What is this You have recently been hired as a Customer Service Team Leader at
assessment task Australian Hardware. In order to help the organisation achieve its
about? strategic goals, you will need to ensure a coordinated and integrated
approach to operational management across the organisation.
Read the information provided in the link to the organisation's website

is:
http://australianhardware.simulations.australiantrainingproducts.com.au
/
And read Appendix 1,2,3.
In your role as Team Leader you will have to demonstrate that you can:
 Prepare to demonstrate leadership of the team
 Align your behaviour with organisational values
 Model leadership behaviours
This task comprises of the following assessment methods:

o Product-based ☒
o Direct observation of Role-Play ☒
o Case Study ☒
o Other (specify) ☐
It has been designed to evaluate your ability to/competency in:
 Identify organisation's requirements for management performance

 Identify qualities required for positive management performance
according to organisational policies and procedures
 Develop and implement performance plans for individual and team
according to organisation's business objectives
 Establish key performance indicators according to organisation's
business objectives
 Locate and assess organisation's standards and values for
conducting business
 Identify how own performance will contribute to upholding
 Identify issues to be resolved according to organisational values
 Gather and organise information relevant to the issues under
consideration

 Facilitate individual's and team's active participation in team

decision-making processes
 Examine options and assess associated risks to determine preferred
course of action
 Develop plan to implement decisions agreed by relevant individuals
and teams
 Use feedback processes to monitor the implementation and impact
of decisions
 Comply with organisation's standards and values
 Evaluate own behaviour and performance against organisational
standards and values and adjust to achieve required standards
 Ensure own behaviour and performance contributes to the integrity
and credibility of the organisation
Your assessor will be looking for demonstrated evidence of your

competency in the above.
Please note that the performance evidence for this unit require students
to develop and implement at least two performance plans, including one
relating to individuals and one relating to teams. This assessment has
been designed to meet that requirement.
You are required to address the following:

 Task 2.1 Prepare for leadership
o Analyse the Case Study company and scenarios provided to
prepare to apply leadership in managing the team
 Task 2.2 Performance management -team
o Developa performance management plan for the team in
consultation with team members
o Plan for risk management and adjust action plan accordingly
o Develop a feedback form to monitor the implementation of the
plan
o Develop a social media post to address feedback from the team
 Task 2.3 Performance management -individual
o Develop a performance plan for an individual team member in
consultation with the team member
o Plan for risk management and adjust action plan accordingly
o Address feedback about performance improvement
 Task 2.4 Reflection
o Reflect on the performance as a Team Leader
Although the assessment requires group collaboration to simulate a

work environment, the assessment submission is individual, and it will
be marked as such.

What do I need to do  submit the completed assessment tasks, according to instructions,

to complete this task  complete the tasks with sufficient detail and present them in a
satisfactorily? professional manner,
 use your own words and reference sources appropriately,
 meet the word count where required,
 use the scenario provided,
 use the templates provided where required,
 for your performance to be deemed satisfactory in this assessment
task you must satisfactorily address all of the assessment criteria,
 if part of this task is not satisfactorily completed you will be asked to
complete further assessment to demonstrate satisfactory
performance.
Specifications You must deliver/participate in:
 Meeting with the team in week 3 to develop the performance plan

for the team (Role-Play)
 Meeting with the individual team member in week 4 to develop the
individual performance management plan (Role-Play)
You must submit to GOALS
 Addressing of tasks in Task 2.1:

1. Organisation's requirements for performance management
2. Qualities required for positive performance management
3. Organisation's standards and values for conducting business
4. How own performance will contribute to upholding organisational
values
5. Issues to be resolved according to organisational values and
summary of gathered information
6. Key performance indicators that can support the achievement of
business objectives and support the way of conducting business
 Risk Management Strategies -team
 Changes to performance management plan for the team
 Feedback form
 Social media post
 Risk Management Strategies- individual
 Changes to performance management plan for individual
 Email to Sarah White
 Reflection
Resources and • Computer with Internet access
equipment • Access to Microsoft Office suites or similar software

• Learning material
• Scenario for assessment as provided
• Appendices as provided
• Relevant policies and procedures as provided
• Templates as provided
Re-submission You will be provided feedback on your performance by the Assessor.

opportunities The feedback will indicate if you have satisfactorily addressed the
requirements of each part of this task. If any parts of the task are not
satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to
demonstrate satisfactory performance. Re-assessment attempt(s) will be
arranged at a later time and date. You have the right to appeal the
outcome of assessment decisions if you feel that you have been dealt
with unfairly or have other appropriate grounds for an appeal. You are
encouraged to consult with the assessor prior to attempting this task if
you do not understand any part of this task or if you have any learning
issues or needs that may hinder you when attempting any part of the
assessment.
Complete the following activities:
Task 2.1 Prepare for leadership
You have recently been hired as a Customer Service Team Leader in the new Customer Service
Division at Australian Hardware. To help the organisation achieve its strategic goals, you will need to
ensure a coordinated and integrated approach to operational management across the organisation.
The link to the organisation's website is:

http://australianhardware.simulations.australiantrainingproducts.com.au/
Read Appendix 1 and information about the organisation on their website.
Performance management is the process of ensuring that a set of activities and outputs meets an
organisation's goals effectively and efficiently. Performance management can focus on the
performance of an organisation, a department, an employee, or the processes in place to manage
particular tasks.

Focus on your role as a Team Leader. Complete the following tasks based on the analysis of your role,
your team and the organisation.
1. Identify the organisation's requirements for performance management relevant to your role.
Document your analysis in the space provided below.

(50-100 words)
The organisation's requirements for performance management relevant to the role of Customer
Service Team Leader include achieving KPIs as set by the Customer Service Manager, ensuring
that all enquiries are responded to within 24 hours (working day), maintaining an average of
95% positive feedback from clients, and ensuring that all tasks assigned to team members are
completed according to timelines. The Team Leader is also responsible for evaluating team
performance and implementing improvements, monitoring operational performance, and
analysing, evaluating, and implementing feedback from customers and colleagues.
2. Identify the qualities required for positive performance management according to organisational
policies and procedures and leadership principles.

(40-80 words)
Advanced written and verbal communication skills

Professional personal presentation
Advanced customer service skills
Sales skills
Reliability and stress tolerance
Organizational skills
Interpersonal skills
Leadership skills
Coaching skills
Complaint handling skills
3. Locate and assess the organisation's standards and values for conducting business.
This may include their history, vision and mission statements, business plan, policies and
procedures, etc.
In your analysis, consider, for example, the following questions:

o How does the organisation conduct business?
o What do they stand for? What are their values?
o What are their business standards?
o What performance would they value from employees?
o What type of leader would suit this organisation?
Summarise your evaluation in the space provided below.

(50-100 words)
The company operates as an independent business, with each store having discretion to
participate in community events and sponsorships. The board of directors and senior
management set national marketing campaigns, policies, and preferred suppliers. The company
values superior product and service quality standards and conducts regular audits of preferred
and local supplier product quality. Performance management of staff is conducted twice per
year by store general managers. The organisation values a leader who can interpret national
strategic directions to match local conditions at the store level.
4. Reflect on your role.

Identify how your own performance will contribute to upholding organisational values.
Summarise your reflection in the space provided below.

(30-50 words)
my performance as a Customer Service Team Leader will contribute to upholding organizational

values by ensuring that the team members are aligned with the organization's values, leading
by example, monitoring the team's performance, and providing feedback and coaching to
improve performance.
5. Refer to Appendix 2 and 3. Identify issues to be resolved according to organisational values and
summarise information about them.

(50-100 words)

The issues that need to be resolved according to organizational values include improving
customer service standards, achieving the Metrics of Success, addressing poor organisational
and prioritisation skills, and managing stress levels. Additionally, there is a need to address
Sarah's performance issues and investigate if there are any personal factors affecting her work.
6. Establish four (4) key performance indicators that can support the achievement of business
objectives and support the way of conducting business at Australian Hardware.
Document the KPIs in the space provided below.
All enquiries responded to within 24 hours (working day
Feedback from clients to average 95% in positive feedback
All tasks assigned to team members to be completed according to timelines
Sales increase according to the Australian Hardware's operational plan for the department
Task 2.2 Performance management -team
This task requires you to:
 Develop a performance management plan for the team (Template 1)

 Develop an action plan to implement the performance management for the team
 Facilitate active team participation in decision-making
 Identify, analyse and manage risks associated with implementing the action plan
 Develop a feedback form to monitor the implementation of the action plan
 Develop a social media post to respond to feedback received
Review the issues relating to team performance identified in reading Appendix 1 and 2.
A. Performance Management Plan -Team
Schedule a time with the trainer and assessor in week 3 of class and develop a performance
management plan in consultation with the team. (Role-Play 15-30 minutes)
A group of classmates will play the role of team members.
When meeting with the team:

 Explain the issues that have been identified
 Reinforce performance expectations ad targets
 Gather information and inputs from the team
 Involve the team in decision-making about the best course of action to improve team performance
 Agree on the content of the performance plan
 Gain commitment from the team about adherence to the performance plan
The trainer and assessor will evaluate your performance during the meeting and provide feedback on
the marking sheet.
If you are absent from class, you are responsible for making alternative arrangements with the trainer
and assessor to perform the Role-Play.
Role Play
Tatiana: Hi everyone, thanks for coming to this meeting. As you know, we have identified some issues
with our team's performance. According to the targets, we haven't achieved the Metrics of Success for
the last month. That means we need to respond to all enquiries within 24 hours, achieve 95% positive
feedback from clients, and complete all tasks assigned to team members according to timelines.
Tatiana: Additionally, we have identified that Sarah's poor organizational and prioritization skills are
creating a bottleneck of clients' enquiries received via email. This is causing an overload of work for
her and making it hard for the team to meet our targets.
Tatiana: Before we dive into the solutions, I would like to hear your inputs and suggestions. What do
you think is causing our low performance, and how can we improve it?
Sarah: I feel like we need more training on how to prioritize our workload. Sometimes it's hard to
know what's urgent and what's not.
Mark: I agree. Also, I think we need better tools to manage our workflow. It's hard to keep track of
everything in our current system.
Joanne: I think we also need to work on our communication skills. Sometimes we're not clear with
clients, and that creates confusion and slows things down.

Tatiana: Thank you for your inputs. Now, let's discuss the solutions. What do you think is the best
course of action to improve our team's performance?
Taylor: I think we should invest in more training for the team. We could also consider upgrading our
tools and systems to make our workflow more efficient.
Sarah: I agree. We could also assign a mentor to each of us to help us improve our organizational
skills.
Mark: Another idea could be to schedule regular team meetings to discuss our progress and identify
any issues early on.
Joanne: I think we should also work on our stress tolerance. We could try some stress management
techniques and encourage each other to take breaks when needed.
Tatiana: These are all great suggestions. Let's agree on the content of our performance plan. We will
invest in more training for the team, assign a mentor to each of you, schedule regular team meetings,
and work on our stress management skills.
Tatiana: Do you all agree with this plan? And are you committed to adhering to it?
Team: Yes, we agree, and we are committed to following the plan.
Tatiana: Great. Thank you, everyone. Let's get to work and improve our team's performance!
Use the templates provided below and follow the instructions.
Template 1 -Performance Management Plan -Team
Team Performance Plan

Team/Department Customer Service Division
Supervisor/Manager Tatiana
Date April 8 2023
Vision/Aim of the performance plan To improve the team's performance and achieve
the Metrics of Success, respond to all enquiries
within 24 hours, achieve 95% positive feedback
from clients, and complete all tasks assigned to
team members according to timelines.
Performance Issues - The team has not achieved the Metrics of

Success for the last month
- Poor organizational and prioritization
skills of one of the customer service
officers, Sarah, is creating a bottleneck
of clients' enquiries received via email
- Low stress tolerance is making
communication with clients confusing,
slow, and inconsistent
Objectives for Team Improvement
Objective Target/KPIS
(3-4) (one/objective)
1.Improve organizational and prioritization skills All team members will attend a time
of all team members management training course by May 31, 2023.
2.Improve communication with clients All team members will attend a communication
skills training course by May 31, 2023.
3. Achieve the Metrics of Success Respond to all enquiries within 24 hours,

achieve 95% positive feedback from clients, and
complete all tasks assigned to team members
according to timelines.
Review and Assessment Methods - Monthly team meetings to track progress

(how will you track the plan's implementation, and discuss any issues.
the team's progress: through team meetings, - Weekly reports to monitor individual and
reports, etc.) team performance.
- Quarterly reviews to assess the plan's
effectiveness and make any necessary
adjustments.

Additional Support Additional training courses for stress
(is there any additional support needed to reach management techniques and workload
the desired goals: courses, classes, resources?) management.
Expected Outcome The team will achieve the Metrics of Success

(manager/supervisor's expectations on the and improve their overall performance and
outcome based on the data) customer satisfaction levels.
Action Plan for Implementation
Action/Task Responsibility Deadline Resources needed

(4-6)
Schedule time Tatiana April 30, 2023 Training provider,

management training venue
Schedule Tatiana April 30, 2023 Training provider,

communication skills venue
training
Monitor individual and Tatiana and team Ongoing Reporting tool

team performance members
Conduct quarterly Tatiana End of each quarter Meeting venue

reviews
Outcome if goals and objectives are not If the team fails to achieve the desired
reached objectives, I will conduct individual performance
(identify the consequences and further steps if reviews and provide additional coaching and
the team fails to satisfy the standards set by the training as necessary. Failure to meet the
performance plan) objectives consistently may lead to disciplinary
action.
B. Risk Management
1. Identify and analyse four (4) risks associated with implementing the action plan included in the
performance plan for the team.

Determine a risk treatment strategy for each risk establish if you should change/adjust the action
plan.
Document your work using Template 2.
Template 2 -Risk Management Strategy
management
description
Probability
Potential
strategy
Priority
Impact
impact
Risk
Risk
Lack of Poor performance moderat moderat Moderat To mitigate the risk of lack
attendance or and lack of e e e of attendance or
engagement in improvement in engagement in the training
the training team's skills. courses, customer service
courses. team leader will
communicate the
importance of attending
the training courses and
how it will benefit the
team's performance.
customer service team
leader will also follow up
with team members who
do not attend the training
and provide additional
coaching and support if
necessary.
Inadequate Wasted time and low low Low To mitigate the risk of
training provided resources without inadequate training
by the training any improvement. provided by the training
provider. provider, customer service
team leader will research
and select reputable
training providers and
monitor the quality of the
training provided.
Insufficient Failure to achieve low High High To mitigate the risk of
resources to the Metrics of insufficient resources to
meet the Success. meet the performance
performance targets, customer service
targets. team leader will assess the
team's workload and adjust

priorities if necessary, and
provide additional
resources as required.
Resistance to Poor morale and High High High To mitigate the risk of
change and team dynamics. resistance to change and
reluctance to reluctance to adopt new
adopt new practices, customer service
practices. team leader will involve
team members in the
decision-making process,
communicate the benefits
of the changes, and
provide training and
support to ensure a
smooth transition.
2. Establish if the action plan developed as part of the performance management plan for the team
require any change/adjustments based on the risk analysis.
Document the changes/updates in the space provided below.

If no change or update is required, explain why.
Based on the risk analysis, no changes or adjustments are required to the action plan developed
as part of the performance management plan for the team. The identified risks are manageable,
and the proposed risk treatment strategies adequately address the potential impacts. Therefore,
the action plan remains unchanged.
C. Feedback
Create a 'team feedback form' to collect information regarding the implementation of the performance
plan.
Develop 5-6 questions (a mix of closed and open-ended questions) to determine how the plan's
implementation is progressing and if any change is needed.
Record the questions in Template 3, provided below.
Please note that under 'Answer', you can add a rating scale (example: very satisfied, satisfied…)
Feedback Form
Thank you for taking the time to complete the Team Performance Improvement Feedback

Form.
The survey should take less than five (5) minutes to complete, and it will provide us with
insights to improve the team performance plan we developed together.
Question Answer
Have you attended the time Yes
management and communication
skills training sessions?
How has attending the training Satisfied
sessions helped you in your daily
tasks?
Do you feel the team is better Yes
organized and communicating more
effectively since the implementation
of the performance plan?
Have you noticed any improvements Yes
in customer satisfaction levels?
Is there any additional support or Satisfied
training that you believe would
benefit the team in achieving the
performance plan's objectives?
Do you have any suggestions for Satisfied
improving the performance plan's
implementation in the future?
D. Social media post
Assume that you have received the following feedback from the team: they do not understand why
they should improve their work performance by spending so much time training.
Develop a social media post to share with them on the team's FB page to promote the value of
training for professional development.
The post can be as simple as image +text.
Document the post in the space provided below.

Task 2.3 Performance management -individual
This task requires you to:
 Develop a performance management plan for an individual team member (Template 4)

 Develop an action plan to implement the performance management for the individual
 Facilitate the active participation of the team member in decision-making
 Identify, analyse and manage risks associated with implementing the action plan
 Address feedback related to the implementation of the action plan
Review the issues relating to individual team member performance identified in reading Appendix 1
and 2 and 3.
A. Performance Management Plan -Individual
Schedule a time with the trainer and assessor in week 4 of class and develop a performance
management plan in consultation with the individual team member. (Role-Play 15-30 minutes)
A classmate will play the role of the individual team member -Sarah White.
When meeting with the team member:

 Explain the issues that have been identified
 Reinforce performance expectations ad targets
 Gather information and inputs from the team member
 Involve the team member in decision-making about the best course of action to improve their
performance
 Agree on the content of the performance plan
 Gain commitment from the team member about adherence to the performance plan
The trainer and assessor will evaluate your performance during the meeting and provide feedback on
the marking sheet.
If you are absent from class, you are responsible for making alternative arrangements with the trainer
and assessor to perform the Role-Play.
ROLE PLAY
Tatiana: Hi Sarah, thank you for meeting with me today. I wanted to discuss some concerns that have
been raised about your performance recently.
Sarah: Hi Tatiana, sure, what's up?
Tatiana: Well, we've noticed that you're having some difficulty with organizing and prioritizing your
tasks, which is causing a backlog of inquiries via email. Additionally, there have been some customer
complaints about your behavior and punctuality.
Sarah: Oh, I'm sorry to hear that. I've been having some personal issues lately, and it's been affecting
my work.
Tatiana: I understand that personal issues can be challenging, but it's important to ensure that it
doesn't affect your work performance. Our expectations are for all team members to provide high-
quality customer service and meet our performance targets.
Sarah: Yes, I understand that. What can I do to improve?
Tatiana: First, let's discuss some specific steps we can take to address the issues identified. Do you
have any suggestions on how we can improve your organizational and prioritization skills?

Sarah: Maybe we could work together to develop a better system for managing emails and customer
inquiries.
Tatiana: That's a great idea. We can also provide you with some training on time management and
organization skills.
Sarah: That would be really helpful. What about the customer complaints?
Tatiana: We need to investigate the complaints and take appropriate action. It's essential to treat all
customers with respect and professionalism, regardless of the situation.
Sarah: I agree. I'm really sorry about my behavior.
Tatiana: It's okay, but we need to make sure it doesn't happen again. We will start a formal
performance management intervention and work with you to develop a performance plan that
outlines specific steps to improve your skills and behaviors.
Sarah: Okay, that sounds good.
Tatiana: Great. Let's work together to create a performance plan that meets our expectations and
goals. Can we set up a meeting next week to finalize the plan?
Sarah: Yes, I'm available anytime next week.
Tatiana: Perfect. Let's also ensure that you're fully committed to the plan and adhere to it. We want
to see improvement and success.
Sarah: I understand. Thank you for your support.
Tatiana: You're welcome. Let's work together to achieve success.

Use the templates provided below and follow the instructions.
Template 4 -Performance Management Plan -Individual

PERFORMANCE MANAGEMENT AGREEMENT
Employee Name Sarah Manager Tatiana

Name
Role & Customer Role & Customer service Division

Department service Officer Department
DATE 08/04/2023 REVIEW DATES: 09/07/2023
Meeting notes
Item Discussion Action Points
1 Manager outline of performance Sarah's organizational and There have been customer
issues prioritization skills need complaints about Sarah's
improvement, causing a behaviour and punctuality.
backlog of inquiries via
email.
2 Employee Sarah acknowledges the Sarah identifies a need for

response/identification of issues and agrees to work training on time management
support needs, etc on improving her skills and and organization skills.
behavior.
3 Identify Performance Goals Performance Goal 1: Respond to all customer

Improve email response inquiries within 1 business
(2)
times day of receipt.
Performance Goal 2: All customer interactions

Improve customer service must be professional and
behavior respectful.
4 Develop Learning and Learning and Development Improve email response

Development Plan Plan 1: Time management times and overall work
and organization skills efficiency.
(2)
Learning and Development Provide training and

Plan 2: Customer service coaching on time
training management and
organization skills.
Improve customer service

behaviour and handle
complex inquiries.
Provide customer service

training, coaching, and on-
the-job training.
6 Summary of Action Points Develop a Performance Management Plan that outlines

specific steps to improve Sarah's skills and behaviors.
Provide Sarah with training and coaching on time

management and organization skills.
Provide Sarah with customer service training, coaching, and

on-the-job training.
Investigate the customer complaints and take appropriate

action.
Monitor Sarah's progress and provide feedback regularly.
7 Set a date for the next review 09/07/2023
Performance Goals
Task / Responsibility Required outcomes

(2) (1/performance goal)
<Task or behaviour required for the job> <Describe what the employee needs to do to achieve the task or
List the tasks and responsibilities that are relevant to the responsibility successfully>
employee's position. The required outcomes must be specific, measurable and realistic.
e.g. – Monitor email enquiries. In most cases, the required outcomes will be described as a
measurement of quality, quantity or timeliness.
e.g. – All enquiries must be responded to within 2 business days of
receipt.
Monitor and respond to email inquiries. Improve organizational and prioritization skills to
handle email inquiries effectively and efficiently.
- Develop a system for organizing and
prioritizing emails.
- Respond to emails within 24 hours of
receipt.
- Follow up with customers as needed to
ensure timely resolution.
Provide high-quality customer service. Improve customer service skills and behavior to

ensure professionalism and respect towards all
customers.
- Listen actively to customers and
understand their needs.
- Respond promptly to customer inquiries
and complaints.
- Use appropriate language and tone with
customers, even in challenging
situations.
Learning and development plan
Task / Responsibility Required outcomes

(2) (1/task-responsability)
<Enter details of the skills and behaviours the employee would like <List agreed on strategies to achieve the development>
to improve. This may be to improve outcomes or to develop new e.g. coaching, on-the-job training, external training.
skills for future career goals.>
For example – Improve customer service skills so that I can handle
complex enquiries.
Time management and organization skills. - Attend a time management and
organization training course.
- Work with team leader to develop and
implement a system for managing and
prioritizing emails effectively.
Effective communication and conflict resolution - Attend a customer service training course
skills. focused on effective communication and
conflict resolution.
- Practice active listening and responding
appropriately to customers in different
scenarios.
Action Plan
Develop an action plan to implement the performance management plan.
Action/Task Responsibility Deadline Resources needed

(3-5)
Provide Sarah with Tatiana 30/04/2023 Training materials,

training and coaching coaching sessions
on time management
and organization skills.
Provide Sarah with Tatiana 31/05/2023 Training materials,

customer service coaching sessions, on-

training, coaching, and the-job training

on-the-job training. opportunities
Investigate the Tatiana 30/04/2023 Customer complaint

customer complaints reports, disciplinary
and take appropriate procedures
action.
Monitor Sarah's Tatiana Ongoing Performance data,

progress and provide feedback sessions.
feedback regularly.
B. Risk Management
1. Identify and analyse three (3) risks associated with implementing the action plan included in the
performance plan for the team member.
Determine a risk treatment strategy for each risk establish if you should change/adjust the action
plan.
Document your work using Template 2.
Template 2 -Risk Management Strategy

management
description
Probability
Potential
strategy
Priority
Impact
impact
Risk
Risk
Insufficient The lack of Moderat High High To address this risk,

resources for resources for e Customer Service Officer
training and training and should ensure that
coaching coaching could sufficient resources, such as
result in training materials and
inadequate coaching sessions, are
development of available to support Sarah's
Sarah's time learning and development
management, needs. If there are any

organizational, and resource constraints,
customer service Customer Service Officer
skills, which could should consider alternative
undermine the training and coaching
effectiveness of options, such as online
the performance training courses or peer-to-
improvement plan. peer coaching.
Resistance to Sarah may resist Low Moderat Mediu To mitigate this risk,
change the changes e m Customer Service Officer
required to should communicate the
improve her skills benefits of the performance
and behavior, improvement plan to Sarah
which could result and encourage her to take
in a lack of ownership of her
progress and a development. Tatiana
failure to achieve should also provide ongoing
the performance support and feedback to
goals. help Sarah stay motivated
and on track. If necessary,
Customer Service Officer
should address any
concerns or issues that may
be hindering Sarah's
progress and seek to
resolve them promptly.
Ineffective If Tatiana fails to low High High To manage this risk,
customer investigate and Customer Service Officer
complaint address the should investigate the
resolution customer customer complaints
complaints in a promptly and thoroughly,
timely and seeking input from other
effective manner, team members and
it could damage stakeholders as needed.
the reputation of She should take appropriate
the organization action to address the
and harm complaints and
customer relations. communicate the outcomes
to the affected customers.
should also monitor the
effectiveness of the actions
taken and make any
necessary adjustments to
ensure that similar
complaints do not arise in
the future.

2. Establish if the action plan developed as part of the performance management plan for the team
member requires any change/adjustments based on the risk analysis.
Document the changes/updates in the space provided below.

If no change or update is required, explain why.
The learning and development plan for Sarah's time management and organizational skills
should be expanded to include alternative training options, such as online training courses, to
ensure sufficient resources are available to support her learning and development needs.
To address the risk of resistance to change, Customer Service Officer should consider involving
Sarah in the development of the action plan and setting clear expectations for her participation.
Customer Service Officer should also provide regular feedback and support to help keep Sarah
motivated and engaged.
To address the risk of ineffective customer complaint resolution, Customer Service Officer
should establish clear procedures for investigating and addressing customer complaints and
communicate these procedures to the team. She should also ensure that appropriate training is
provided to team members to handle complex inquiries.
C. Response to feedback
Assume that you have gathered the following feedback:
 Sarah is still often late for work.

 Sarah has not attended one of the training session agreed on the performance management plan.
 Sarah has been seen crying in the office.
Write an email (Template 5) to Sarah to address the feedback.
The email text should be in grammatically correct English, written in an appropriate (polite, business-
like) style.
(80-120 words)
Template 5 -Email
Email to Sarah White
To: sarah@gmail.com
Cc: tatiana@gmail.com
Bcc:
Subject:Performance Feedback
Date email is sent: 08/09/2023
Attachments:

Dear Sarah,
I hope this email finds you well. As part of our ongoing performance management process, I
wanted to provide you with some feedback.
I have noticed that you have been arriving late for work, which is not in line with our
expectations for punctuality. Additionally, I have been informed that you did not attend one of
the training sessions that we agreed upon in the performance management plan.
Finally, I have received reports that you have been seen crying in the office. I want to assure
you that we are here to support you, and I encourage you to speak to me or a member of HR if
you are facing any personal or professional challenges.
We take your development seriously and want to work with you to achieve the performance
goals outlined in our plan. Please let me know if you require any additional support or if there
are any changes that we need to make to the plan.
Best regards,
Tatiana
Task 2.4 Reflection
Reflect on your work in the previous tasks and how you managed the team and the individual team
member:
 Have you demonstrated the qualities required for positive management performance? What did
you do well? What could you improve?
 Did your performance as a Team Leader contributed to upholding organisational values? How?
Provide an example.
 How did you comply with organisational standards and values? Provide an example.
 Did your behaviour and performance as a Team Leader contributed to the integrity and credibility
of the organisation? How? Provide an example.
Document your reflection in the space provided below.
(50-100 words)
I demonstrated the qualities required for positive management performance by providing

constructive feedback to Sarah and emphasizing our commitment to supporting her. I

acknowledged her challenges and encouraged her to seek help. However, I could improve by
following up on why Sarah missed a training session.
As a team leader, my performance contributed to upholding organizational values by emphasizing

our commitment to developing our employees and maintaining a supportive work environment. For
example, I encouraged Sarah to seek help and emphasized our commitment to her development.
I complied with organizational standards and values by adhering to our performance management
process and emphasizing our commitment to developing our employees. For example, I provided
Sarah with constructive feedback, developed a performance plan, and offered her support.
My behavior and performance as a team leader contributed to the integrity and credibility of the
organization by demonstrating our commitment to employee development and maintaining a
supportive work environment. For example, I encouraged Sarah to seek help and provided
constructive feedback, emphasizing our commitment to her development.
References
Please include your references below:
(Please refer to this referencing guide if needed or speak to your trainer for any specific referencing
requirements for this assessment)
Appendix 1 – Scenario
You have recently been hired as a Customer Service Team Leader at Australian Hardware. To help
the organisation achieve its strategic goals, you will need to ensure a coordinated and integrated
approach to operational management across the organisation.
The link to the organisation's website is:

http://australianhardware.simulations.australiantrainingproducts.com.au/
According to current strategic and operational plans, the customer service team at Australian
Hardware has been working together for a few months now to deliver higher quality of customer
service.

The team comprises of:
• 2 x Customer Service Officers (Sarah and Mark)

• 1 x Complaint Officer (Joanne)
• 1 x Team Leader (Taylor)
The Position Descriptions of the team members are:
Customer Service Team Leader Position description
Australian Hardware
Position Description
Team Leader
Role summary
The Customer Service Team Leader supervises and coordinate the work of the Customer Service
Team at Australian Hardware Company.
The primary role of the Team Leader within the team is to coordinate the day-to-day operations.
Responsibilities
• Plan and coordinate task
• Support team members
• Coach team members
• Evaluate team performance and implement improvements
• Manage the daily operations of the team
• Step in when team members need help with customer concerns and/or queries
• Encourage a positive and collaborative work environment
• Monitor operational performance
• Analyse, evaluate and implement feedback from customers and colleagues
• Assist the Customer Service Manager as required
• Support the response to customer complaints
• Achieve KPis as set by the Customer Service Manager
Skills and personal attributes

• Advanced written and verbal communication skills
• Professional personal presentation
• Advanced Customer Service skills
• Sales skills
• Reliability and stress tolerance

• Organisational skills
• Interpersonal skills
• Leadership skills
• Coaching skills
• Complaint handling skills
Professional experience and qualification

• Previous experience in a similar role
• Diploma in Business or similar qualifications
• Knowledge of MS Office Suite (Word, Excel, Outlook, PowerPoint) – Advanced
• Knowledge of CRM systems
Reporting
A Team Leader must always perform their duties in line with the organisation's policy and procedures,
service standards and code of practice. They should operate within their level of authority and
responsibilities. A Team Leader recognises that or is unsure whether the task falls in their scope of
authority; they should immediately consult their direct manager.
Customer Service Officer Position description
Australian Hardware
Role summary
The Customer Service officer is the first point of contact for Australian Hardware Company.
The primary role of a Customer Service Officer within the team is to respond to a variety of customer
enquiries and requests.
These may include enquires about:

 Types of products available
 Product prices
 Troubleshooting
 Warranty
 Troubleshooting requests
Responsibilities
A customer service officer is responsible for the following duties:
 Responding to a range of enquires including:

o Types of products available
o Product prices
o Store locations
o Troubleshooting
o Warranty
 Recording all enquiries and action on enquiries as required
 Promoting products
 Updating customer's details
 Referring customers to appropriate technical support if required.
 Responding to complaints following company policy
 Sales

 Advanced written and verbal communication skills
 Professional personal presentation
 Advanced Customer Service skills
 Sales skills
 Reliability and stress tolerance
 Organisational skills
 Interpersonal skills

 Previous experience in a similar role is highly desirable
 Certificate IV in Business or similar qualifications – Essential
 Knowledge of MS Office Suite (Word, Excel, Outlook, PowerPoint) – Advanced
Reporting
A Customer service officer must always perform their duties in line with the organisation's policy and
procedures, service standards and code of practice. They should operate within their level of authority
and responsibilities.
Where a customer service officer recognises that or is unsure about whether the task falls in their
scope of authority, they should immediately consult their Team Leader.
If the Team Leader is not available, customer service officers should report to the Customer Service
Manager.
Complaint Officer
Australian Hardware
Complaint Officer
Role summary

The complaint Handling Officer is responsible for ensuring that the organisation's complaint handling
system is responsive to complainants. Complainants are more likely to be satisfied with the complaint
handling system if the person dealing with their complaint is competent, objective and efficient.
Responsibilities
A Complaint Officer is responsible for the following duties:
 Writing, editing and proofreading responses to clients
 Have the skills to be able to act with sensitivity as well as be objective and impartial
 Managing existing complaints based on received dates within 48 hrs
 Build and maintain a professional relationship with clients
 Raise the matter with a superior should such an issue arise
 Respond to customers' enquiries on social media
 Ensure the complaints are confidentiality maintained and appropriate information technology
equipment is used to store the information, with access to the organisation's complaint handling
database and reference material

 Excellent written and verbal communication skills
 Creativity and the ability to develop original content
 Ability to build content that provokes engagement
 Leadership qualities
 Good customer service skills
 Ability to work independently and in teams
 Stay updated on industry trends and adjust the content as needed

 Diploma in communications or related fields – Essential
 Relevant IT knowledge
 Experience in working with complaints forms and CRM system
 Proficiency with popular complaint management systems
 3-4 years' experience in a similar role
 Knowledge of MS Office Suite (Word, Excel, Outlook, PowerPoint) – Advanced
Reporting
A Complaint Officer must always perform their duties in line with the organisation's policy and
procedures, service standards and code of practice. They should operate within their level of authority
and responsibilities.
Where they recognise that or is unsure about whether the task falls in their scope of authority, they
should immediately consult the Customer Service Team Leader.
If the Team Leader is not available, customer service officers should report to the Customer Service
Manager.

Team Charter
Team purpose  The purpose of the Customer Services team is to provide exceptional
customer service to the Australian Hardware clients.
 Our vision it to always find innovative ways to serve our customers.
 Our objectives are:
o To respond to enquiries timely, correctly and consistently
o To make our clients feel that the company values them
o To be an ambassador for quality customer service for Australian
Hardware
o To be brand ambassadors for Australian Hardware company
o To contribute to sales increase according to the Australian
Hardware's operational plan for the department
o To complete all tasks within set deadlines and according to
company's standards
Team members Taylor Smith (You) – Customer Service Team Leader

Sarah White – Customer Service Officer
Mark Black – Customer Service Officer
Joanne Brown – Complaint Officer
Team values Our team values are:

 Accountability
 Integrity
 Customer focus
 Quality first
 Respect for diversity
 Collaboration
 Innovation
 Engagement
Group norms Our group norms (excerpt as an example) are:

 We meet every day for 15 minutes for a stand-up meeting to
discuss the tasks of the day. This is an opportunity to share our

workload.
 Lunch breaks are taken in turns and may vary depending on how
busy the phones are. Lunch breaks must be taken between 11 am
and 2 pm.
 Lunch has to be consumed in the kitchen area.
 Customer Service area should always be covered.
 Team members must complete their daily tasks first and then any
additional tasks assigned to them in order of urgency.
Metrics of success Metrics of success for individual roles are stated in the performance plan
for each member.
The team's metrics are as follows:
 All enquiries responded to within 24 hours (working day)
 Feedback from clients to average 95% in positive feedback
 All tasks assigned to team members to be completed according to
timelines
Resources  Desktop
 Microsoft Office suite
 Access to CRM
 Access to social media platform and website as relevant to roles
 Ergonomic furniture and equipment
 Stationary
 A monthly budget of $500 for professional development
Appendix 2 – Current Team Performance
According to the Customer Service Manager, the following team's Metrics of Success have not been
achieved in the last month:
Metrics of Success Last Month Result
All enquiries responded to within 24 hours Enquiries responded within three working days
(working day)
Feedback from clients to average 95% in 50% of positive feedback from clients

Metrics of Success Last Month Result
positive feedback
All tasks assigned to team members to be 75% of the tasks are completed on time
completed according to timelines
In a brief meeting, your team identified the following factors that are affecting their performance:
• Sarah, one of your customer service officers, has poor organisational and prioritisation skills. This
is creating work-overload for her, and a bottleneck of clients' enquiries received via email.
• The whole team has low-stress tolerance, making the communication with clients confusing, slow
and inconsistent.
• Lack of work-life balance in the customer service department.
• The Customer Relationships Management system does not interface with the finance software so
the purchase data must be reported to finance, creating additional work.
• Customer complaints are up 20% from last month.
Team Background
Personal Features Team Member
 Age: 23 years old Sarah White –

Customer service
 Mother tongue: Mandarin
officer
 English skills:
o Listening – Medium
o Speaking – Medium Low
 Introvert, shy, friendly, smart
 Low organisational and prioritisation skills
 Studying at Uni, she juggles work and study
 Age: 35 years old Mark Black –

Customer Service
 Mother tongue: French
Officer
 English skills:

o Listening – Advanced
o Speaking – Advanced
 Confident, empathetic, intelligent, frank
 Hard- worker and supportive
 Brings many ideas to the table but does not take the initiative to
implement them
 Age: 30 years old Joanne Brown –

Complaint Officer
 Mother tongue: English
 Conservative, smart, dominant, results-oriented
 Efficient and organised
 She is currently seconded to the Finance Team, but she still works
on the complaints from the Customer Service Team
Appendix 3 – Individual Performance Issues
Sarah's performance has dropped considerably. Additionally to the information provided about Sarah
in Appendix 2, you have received the following email from the Customer Service Manager:
To: Team Leader Customer Service < Team Leader Customer Service @astralianhardware.com.au>
Cc: HR <hr@ astralianhardware.com.au >
From: Customer Service Manager <CSM@ astralianhardware.com.au >
Date: DD/MM/YYYY
Subject: Sarah White Performance issues
Attachments: NA
Hi ….,
I know we've touched base about this informally in the past, but I feel like it is necessary to escalate
the issue.

I am having severe concerns over Sarah's recent behaviour. Over the past couple of months, her
customer service standards have been slipping; on more than one occasion, I've overheard her
snapping at our customers. I know that you have already had an informal counselling session with
her, and when you discussed the situation, she had an excuse as to why she was short and promised
she would work harder on controlling her temper. Given her initial performance record during the
probation period, you gave her the benefit of the doubt.
From your recent team performance report, I also see that she has struggled with punctuality. As you
know, we have a flexible work culture, and I'm happy for my teams to set their hours, but she seems
to have taken it too far. It looks like the situation speaks to a larger pattern of behaviour.
I would advise starting a formal performance management intervention as soon as possible,
Please investigate if something is going on in her personal life that's affecting her professional
performance, she is a good customer service officer, and we are here for her.
Please keep me posted,
Kind regards,
Customer Service Manager


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Assessment

BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 2

◻ Student requested reasonable adjustment for the assessment

Marking Sheet Comments

 Addressing of tasks in Task 2.1:

BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 3

This is evidenced by:

BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 4

 Explained the issues that have been

BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 5

This is evidenced by:

This is evidenced by:

BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 6

This is evidenced by:

This is evidenced by:

Demonstrated ability to: ☐ ☐ ☐

This is evidenced by:

Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐

BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 7

BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 8

Task summary and instructions

Read the information provided in the link to the organisation's website

And read Appendix 1,2,3.

This task comprises of the following assessment methods:

It has been designed to evaluate your ability to/competency in:

 Identify organisation's requirements for management performance

BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 9

 Facilitate individual's and team's active participation in team

Your assessor will be looking for demonstrated evidence of your

You are required to address the following:

Although the assessment requires group collaboration to simulate a

BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 10

What do I need to do  submit the completed assessment tasks, according to instructions,

Specifications You must deliver/participate in:

 Meeting with the team in week 3 to develop the performance plan

You must submit to GOALS

 Addressing of tasks in Task 2.1:

BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 11

Re-submission You will be provided feedback on your performance by the Assessor.

Complete the following activities:

Task 2.1 Prepare for leadership

The link to the organisation's website is:

Read Appendix 1 and information about the organisation on their website.

BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 12

Document your analysis in the space provided below.

Document your analysis in the space provided below.

Advanced written and verbal communication skills

BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 13

Summarise your evaluation in the space provided below.

4. Reflect on your role.

Summarise your reflection in the space provided below.

my performance as a Customer Service Team Leader will contribute to upholding organizational

Document your analysis in the space provided below.

BSBLDR411 - Demonstrate leadership in the workplace V3 2021 Page 14

Document the KPIs in the space provided below.

All enquiries responded to within 24 hours (working day

Feedback from clients to average 95% in positive feedback

All tasks assigned to team members to be completed according to timelines

Task 2.2 Performance management -team

This task requires you to:

 Develop a performance management plan for the team (Template 1)

A. Performance Management Plan -Team

A group of classmates will play the role of team members.