BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

BSBWOR502 Lead and Manage Team Effectiveness

Submitted To:

Tas College

Submitted By:
Jagadish Aryal

Student Id: TS334

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

ASSESSMENT TASK 1

1. Prepare a briefing document that outlines your understanding of (a) the team
purpose, (b) roles, (c) responsibilities and (d) accountabilities in accordance with
organisational goals, plans and objectives.

Team purpose: The main purpose of XYZ company is to provide good quality, high-
end, innovative and exclusive inbound, outbound, bilingual and virtual call centre
services. We provide a quality service to our customers, focusing on ‘green’ solutions.
We believe in extensive networking to ensure we have the latest high-end consumer
services available for our customers.

Team role: Team role in the XYZ company is to:

 providing high quality and innovative products and services to customers

 meeting the changing needs of customers

 offering innovative product solutions including database creation and

capture services

 delivering speedy and personalised service

 employing professional and enthusiastic staff

 providing clean and ‘green’ products and service

 adopting sustainable work practices

 undertaking continuous improvement processes.

Team responsibility: To understand how a group operates it is necessary not only to

look that the role of the group leader but also at the roles of the individual members
of the group. Some of the responsibilities are:

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

 identifying issues,
 control risks,
 work as a group Meeting the targets set,
 ensuring safe workplace,
 reporting progress to the upper level,
 Delivering the expectations,
 reviewing task,

Accountabilities: Accountability starts by acknowledging reality. Businesspeople at

this level recognize the magnitude of the workload and the specific tasks required for
success. Smart entrepreneurs know they must deliver a quality product, develop a
winning business model, and attract real customers. All that’s left is to commit and
deliver.

2. Using the Performance and Development Plan template, prepare a six-month

performance plan to establish (a) the expected outcomes, (b) outputs, (c) key performance
indicators (KPIs) and (d) goals for the retail team. You may need to conduct additional
research to determine realistic KPIs.

Using the Performance and Development Plan template,

Participants

Employee name Jagadish Aryal Position Customer service

Manager/Supervisor Brad Nicol Position BOM
name
Senior manager name Mary Johns Position MD BO
Work area Sales/ customer service

Review period

Performance improvement period: From 27/10/2019 to 27/04/2020

Performance will be reviewed: (Fortnightly/weekly) commencing 12/11/2019
Review will be documented in a performance improvement review report completed by the
supervisor/manager

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

Final review will be conducted on: 27/04/2020

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:
o he decision maker is free from bias, objective and has no personal interest in
the matter being decided
o 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.
The current performance issues in the XYZ company are :
 sales,
 Lack of training,
 communication skills,
 achieving sales target
 maintaining the staff through recruitment.

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

Performance expectations and assessment

Note: The employee must note that, where performance expectations are not being met
without satisfactory reason, XYZ Company may commence disciplinary processes, which may
include termination.

Strategies/Actions/Tasks
Performance Agreed Time frames
expectations KPIs/Required

Increase sales by At the end of 27/10/2019 to Develop sales strategy

15%. financial year retail 27/04/2020 for each outlet to
sales of business support new employee.
increased by 15%
Train the staff to To train all the Trainings to the Provide effective training
increase the sales existing and new staff is to be and coaching to the
growth employees within 2 finished by first 3 staffs
months. months.
Maintain staffing Increase in sales by Recruit new Full time staff will fill the
through hiring new employee as soon vacant spaces to increase
recruitment. employee. as possible the quality of service.

Signatures:

Employee name Date 27/10/2019

Manager/Supervisor Brad Nicol Date 27/11/2019
name

Performance improvement review report

Review

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

Performance improvement period: From 27/10/2019

Final review was conducted on: 27/04/2020

Review outcome:

Review 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 KPIS required Time frames Review

expectation comments
Increase the sales of Retail sales of business 27/10/2019 to Below
the services component increased by 15% by the 27/04/2020 expectation
of the business by 15% end of the financial year
Train service staff to All existing product Deliver training Meet
provide after sales /service staff training in programs will be expectation
product /service multi-skilling complete is finished in first 3
support. completed by end of first 2 month.
months.
Maintain full staffing To maintain and increase Recruitment Meet
capacity through sales capacity by hiring process as soon expectation
recruitment staff in vacant position. as possible

Meets expectations – Include in the employee’s performance appraisal

Review met
and development plan the agreed actions in the instance that there is a
expectations
reoccurrence of performance that is below expectation.

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

Review did not

Below expectations – Disciplinary action may be necessary. Consult HR.
meet expectations

Signatures

Employee name Jagadish Aryal Date 27/11/2019

Manager/Supervisor Brad Nicol Date 27/12/2019
name
Senior manager name Mary Johns Date 27/02/2020

Goals for the retail team

 To providing high quality and innovative products and services to customers
 meeting the changing needs of customers
 employing professional and enthusiastic staff
 providing clean and ‘green’ products and services
 adopting sustainable work practices
 Designed of teamwork practices, work through issues, and close connection to the
group.

3. Outline the strategies you will use to support team members to meet their KPIs over the
next six months. These strategies should address any formal and informal learning
requirements and may be in the form of an action plan.

Strategies we will use to support team members to meet their KPIs over the next six months
are as follows:
 Meetings: Before we even plan a meeting in XYZ company, we must first understand
the definition of each types of meeting– what their purposes are and how do they
differ from each other in order to conduct an effective and successful meeting to
meet KPIs. Meetings enable you and your employees to communicate and share
information, solve problems or resolve disputes, improve performance in the
workplace and helps company to provide feedback and survey and KPIs in over the
next six months.
 Mentoring: Mentoring is a clear guideline to reduce the danger of individual, discuss
and concur on desires relating to key territories of the business and is to create a

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

composed understanding that has standard audit dates set ahead of time to find the
KPIs.

 Coaching: Every training and information session we will keep the records of the
attendees to find the KPIs and by Checking of the monthly report and suggesting for
action to be taken individually as per their performance. It helps to provide the
rewards and awakening to those people who need to improve and arrangement of
the coaching and mentoring as per needs and checking how it is working.
 Implementing new ideas: XYZ company always try to implement new technology in
the business which are as follows:
o Make a business plan
o Long term or short-term plan
o Connecting with various work gatherings and partners outside the group
o Equal sharing of outstanding task

4. Outline the strategy you will use to ensure team members have an input into the
planning, decision- making and operational aspects of their work.

Strategy we will use to ensure team members have an input into the planning,
decision- making and operational aspects of their work
Team cohesion
 It helps in team building.
 It helps in preventing group discontinuity is a key component of dealing
with a group
 It keeps group together
 It keeps up the unity or the reason the group has met up
A portion of alternate methodologies incorporates are as follows:
 Mentoring to help colleagues in giving information
 Newsletters and briefings
 Training and development exercises
 Clarification of jobs and desires

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

 Sufficient electronic gadgets, for example, intranet and email

correspondence frameworks, to improve and encourage input
 Long-term or transient designs calculating in open doors for group input.

5. Outline the strategies you will use to encourage team members to participate in
and to take responsibility for team activities, including communication processes,
and to raise any issues or concerns.

We always have to encourage our team members to expect better results from their
side. we need to focus on following strategies to encourage them.
 Encourage team member,
 Offer opportunities for self-development,
 Pay your people what they are worth,
 Don't punish failure,
 Provide them with a pleasant place to work,
 Set clear goal

6. XYZ currently has no policies or procedures around allowing and encouraging

employees to take responsibility for their own work and to assist others to perform
their roles and responsibilities within the team. Prepare a draft policy and set of
procedures that would achieve this. It may be relevant to utilise information that
has already been documented in completing tasks 1–5 above.

A set of policies are principles, rules, and guidelines formulated or adopted by an

organization to reach its long-term goals and typically published in a booklet or
other form that is widely accessible. Policies and procedures allow the organization
to systematically review and improve the quality of group work and teams. Here
are some important policies and procedures:
Policies and Procedures:
 Ensure all the team members understand issues and contribute in
implementing policy and procedures
 Each employee must respect each other and have any conflict within the
company

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

 Establish ground rules according to a consultation process with the team

 Team members are expected to have a sense of personal ownership in the
group Project
 Process of feedback should work as a positive process with always room for
Improvement.
All team members must treat each other in the same way, communicate,
participate, cooperate, support and coordinate each other.

Employee responsibilities:

 Employee must be Honest, and he/she should know his/her know policy. Meet
the performance expectations outlined in this document.

 Employee must report immediately to the manager any circumstances that may
impact the employee’s ability to meet the expectations.

Manager responsibilities:

 Conduct review meetings on regular basis.

 Document progress in a performance review report. Provide honest,

constructive, timely feedback and reasonable support on an ongoing basis.

 Manager should provide resources, training and assistance to the employee.

Legal Considerations:
The following list is current at time of publication and is not exhaustive. Key
provisions of relevant legislation from all forms of government, standards and codes
of practice such include those related to:

 Anti-discrimination legislation
 Telecommunications Act 1997
 AS 5037:2005 Knowledge Management –- a guide
 AS/NZS ISO 31000:2009 Risk Management

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

 Australian Accounting and Auditing Standards

 Australian Securities and Investments Commission (ASIC) requirements
 Australian Taxation Office regulations
 Certified and workplace agreements
 Codes of practice
 Company law
 Contract law
 Copyright
 Corporations law
 Duty of care
 Employee contracts
 Enterprise agreements
 Environmental issues
 Environmental or sustainability legislation, regulations and codes of practice
applicable to industry and organisation
 Ethical principles
 Federal and state/territory awards/use of Wage line
 Financial legislation
 Freedom of information legislation
 Fringe benefits tax (FBT)
 Pay as you go (PAYG) tax
 Payroll tax
 Privacy laws and confidentiality
 Superannuation Guarantee (Administration) Act and superannuation
regulations
 Unlawful dismissal rules and due process
 Work, health and safety legislation, regulations and codes of practice.

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

7. For the policy and procedure created above, develop an implementation and
monitoring plan to ensure that team members take responsibility of own work and
assist others to perform their roles and responsibilities within the team.

Implementation plan: implementation plan explains the purpose, vision, and mission
statement of your project or initiative. You should identify the high-level risk areas,
include any assumptions, and describe how you will identify the value stream in your
proposed work. The key components of a successful implementation plan are:
 Define Goals/Objectives
 Schedule Milestones
 Allocate Resources
 Designate Team Member Responsibilities
 Define Metrics for Success
 Define How You Will Adapt
Monitoring plan: A monitoring plan is a document that helps to track and assess the
results of the interventions throughout the life of a program. It is a living document
that should be referred to and updated on a regular basis. Monitoring plan should be
developed by the research team or staff with research experience, with inputs from
program staff involved in designing and implementing the program.
Guidelines to develop an implementation and monitoring plan
 Develop a clear guideline to reduce the danger of individual
 discuss and concur on desires relating to key territories of the business
 create a composed understanding that has standard audit dates set ahead of
time
 Giving the last chance after doing all above mention procedure and even
he/she not able to do termination from that job will be done.
 All these jobs are done in documented form, which will keep the evidences of
future if needed.
 To ensure all the staffs are known about new policy print out of the policy will
be handed to all and soft copy will be sent to them.
 Every training and information session we will keep the records of the
attendees.

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

 Checking of the monthly report and suggesting for action to be taken

individually as per their performance.
 Providing the rewards and awakening to those people who need to improve.
 Arrangement of the coaching and mentoring as per needs and checking how
it is working.
There are many online tools that can help us to create a customer feedback and
survey. Which are as follows:
Questionnaire: A questionnaire is a series of questions used for gathering
information that is used to benefit a single individual. While more than one
individual might complete the questionnaire, the responses are not aggregated for
analysis. A survey, on the other hand, is the process of gathering information for
statistical analysis to benefit a group of individuals. The responses are aggregated to
draw a conclusion. A questionnaire is a research instrument consisting of a series of
questions and other prompts for the purpose of gathering information from
respondents. Although they are often designed for statistical analysis of the
responses, this is not always the case

Group meetings: Before you even plan a meeting, you must first understand the
definition of each types of meeting– what their purposes are and how do they
differ from each other in order to conduct an effective and successful meeting.
Meetings enable you and your employees to communicate and share
information, solve problems or resolve disputes, improve performance in the
workplace and helps company to provide feedback and survey.

8. XYZ currently has a formal feedback process that is documented in the performance
improvement and development plan template. Senior managers feel this process alone
is not appropriate as a mechanism to provide feedback to staff. Outline the leadership
techniques and strategies you would use to provide feedback to encourage, value and
reward the individual contribution of your team members.

The leadership techniques Strategies to provide feedback to encourage, value and reward
the individual contribution of your team members

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

 Skip-Level Meetings

Skip level meetings are one on ones where you– whether you’re a manager or
the CEO– sit down with the direct reports of all your managers. This can be a
great way for executives to stay in touch with the day-to-day realities of the
business and increases the flow of information.

 Survey Your Employees

It’s always to measure our employees’ satisfaction and their engagement with the
company. More specifically, we wanted to know how much they like working at
XYZ company whether they respect and enjoy working with their peers and with
management, and whether there are any retention issues we need to know about.

1. identify areas where you want to make changes – for example, improving your
internal communications
2. Send a message to all staff that you are listening and care what they think
Know what is bugging your staff – such as a lack of training, or making
decisions which impact differently on employees of different demographics
3. Surveys are an easy, low-cost way to obtain a lot of information. Conducting a
survey can help you to:
 Confidential Complaints Line
XYX company values complainants' privacy. Many employees do not speak up
because they are afraid that they will suffer adverse consequences if they lodge a
complaint. This fear is not misplaced, given the common, poor outcomes for
whistleblowers. Enabling staff to raise concerns anonymously is a good way to
encourage fearful employees to come forward.
 Workplace Review
We are often contacted by a client because they have a ‘toxic team’ or
dysfunctional division, but they can’t work out why. Work logic conducts
independent workplace reviews of problematic, dysfunctional or unethical
workplaces and teams, and also of critical incidents. After exploring the situation,
we give practical and strategic advice to resolve the workplace problems. We

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

identify problems, risks and opportunities to improve the morale, efficiency,

functioning and ethics of the team.
 Transformational Strategies:
XYZ company always encourage people to offer new ideas and to speak up about
things that aren’t doing well. Make sure that there is time on the agenda of
meetings for people to bring up new ideas and opportunities for improvement.

9. XYZ expects its retail outlet managers to lead by example. Outline three ways you
will ensure you serve as a role model for your team to enhance the XYZ company
image among the stakeholders.

Three ways you will ensure you serve as a role model for your team to enhance the
XYZ company image among the stakeholders are as follows:

 Show respect and concern for others

Respect is a key requirement for a healthy work environment. It promotes
teamwork and increases productivity and efficiencies in the workplace. It lets
employees know they are valued for their abilities, qualities and achievements,
and that their role is important to their company's success.
 Demonstrate confidence and leadership:
A leader that is technically qualified for the position, but lacks confidence, will
find it difficult to lead others. A good leader and confidence person is that
someone who is always positive, calm, and confident in themselves
 Knowledgeable:
Knowledge sharing plays a very vital role in creating awareness amongst the
people in an organization. If things are properly shared, employees become
aware about what is expected out of them and they can thus create a road map
keeping in mind the availability of resources, its pros and cons and try to achieve
better results for the company as well as clients and themselves.

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

10. Develop a communication plan to share the progress of your team over the next six
months with each of the stakeholder groups outlined in the current XYZ
operational plan. Your plan should include who you will communicate with, what
information they will receive, the method of the communication and the frequency
of the communication.

Stakeholder Role in the issue Consultation method Frequency of the

communication

Senior Decisions to increase Email, feedback Monthly

Management sales by 15% session, meeting, web-
team annually conferences,
Newsletters
Outlet Develop and General Staff meetings, Weekly
manager implement web-conferencing,
operational plans to interviews, emails,
increase sales for an blogs
organization

Sales staff Implement the plans Meetings, feedback Everyday

developed by sessions, email.
managers to achieve
the target set
customers New products, Emails, advertisement, Everyday
policy, procedures, newsletters, personal
services visits, surveys.
Market Consultants who Meetings, email Monthly
analysis provide market
insights about
business

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

Recruitment Number of Meetings, E-mails. When required

agencies involvement of staff
and recruiting staff

11. Outline how you will facilitate a two-way flow of information on team performance
issues between your team and senior management.

Team leaders have a tough job when it comes to communication. You have to adapt
your communication style to get the most from team members and do it again when
you're communicating with upper management. To establish a regular
communication channel with management and two-way flow of information on team
performance are as follows:
 Communicate regular status reports.
 Invite a management team member to one of your team meetings.
 Present ideas for regular communication “up the line.”
 Telephone

12. One of your team members is concerned that they will not be able to achieve the
KPIs you have set and that they will probably get sacked. Explain what you will do
to address and resolve their concerns, including referring to and following up with
senior management and other relevant stakeholders.

If any of our team member is unable to achieve the KPI’s I will use the following
points to understand him/her and talk to senior management and relevant
stakeholders.

 Explore the issue and talk about elective arrangements

 Clarify and correct the picked propositions
 Look for creating thoughts and normal agreements
 Clarify the issue

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

 Implement
 Check for and achieve concession to the result

ASSESSMENT TASK 2

ROLEPLAY
Good afternoon team members, thank you all for attending the meeting today. received mail
from Mary Johns regarding improving the team effectiveness, today we are going to discuss
we will discuss about the team purpose, roles, responsibilities and accountabilities according
to our organisation. Heading to the new financial year, we have many challenges that we
need to work on to meet the business goal of 15% growth.

XYZ company’s team purpose are as follows:

Financial stability:

 Increase revenue by 15% by the end of the financial year,

 Maintain the 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 ratings in the annual national industry customer service awards,

 Launch new high-quality consumer services to meet customer demand within the
budget and agreed deadlines.

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

Right people:

 Provide induction training to the new employees so that they are knowledgeable
about the products and services,

 Provide the financial, physical, human and time resources to support the annual
professional development program of XYZ employees.

Roles and responsibilities:

Employee responsibilities:

 Meeting the performance expectations of the company.

 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.

 Document the 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.

Here are some effective ways to improve team efficiency and productivity.

1. Authorise responsibility.
2. Communicate effectively.
2. Know their strengths and weaknesses.
3. Give them incentives and rewards.
4. Eliminate excess.

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

5. Be a good example.
6. Hold stand-up meetings.
7. Let employees work from home

Future

 XYZ is committed to:

 providing high quality and innovative products and services to customers
 meeting the changing needs of customers
 offering innovative product solutions including database creation and capture
services
 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.

ASSESSMENT TASK 3

1. It is important to consult team members when establishing the team’s performance

plan that will contribute to organisational goals, plans and objectives. When consulting
with the team, why is it important for them to have a common understanding of:

 Team purpose
 Roles
 Responsibilities
 Accountabilities

Team purpose: The main purpose of XYZ company is to provide good quality, high-end,
innovative and exclusive inbound, outbound, bilingual and virtual call centre services.
We provide a quality service to our customers, focusing on ‘green’ solutions. We believe
in extensive networking to ensure we have the latest high-end consumer services
available for our customers.

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

Team role: Team role in the XYZ company is to:

 providing high quality and innovative products and services to customers

 meeting the changing needs of customers

 offering innovative product solutions including database creation and capture services

 delivering speedy and personalised service

 employing professional and enthusiastic staff

 providing clean and ‘green’ products and service

 adopting sustainable work practices

 undertaking continuous improvement processes.

Team responsibility: To understand how a group operates it is necessary not only to

look that the role of the group leader but also at the roles of the individual members of
the group. Some of the responsibilities are:

 identifying issues,
 control risks,
 work as a group Meeting the targets set,
 ensuring safe workplace,
 reporting progress to the upper level,
 Delivering the expectations,
 reviewing task,

Accountabilities: Accountability starts by acknowledging reality. Businesspeople at this

level recognize the magnitude of the workload and the specific tasks required for
success. Smart entrepreneurs know they must deliver a quality product, develop a
winning business model, and attract real customers. All that’s left is to commit and
deliver.

2. Explain what a Performance Plan, is used for,

 what it should contain,

 what it should align with and
 the types of goals it might include

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

Development of a performance plan happens at the beginning of the performance cycle

or on commencement in a new role. It’s an opportunity to set the scene and plan by
discussing and agreeing:
• outputs, projects and deliverables – what you are going to do
• conduct and behaviour – how you are going to do it
• knowledge and skills – that you need to do on the job.

A Team Performance Plan is a detailed plan used to:

 Identify the desired performance levels of the team
 Identify how these performance levels will be achieved
 Provide guidance and direction to the team
 Measure progress towards the desired performance levels
Although there are no strict rules as to the format of a Team Performance Plan, they
normally contain the following information:
 Specific goals for team development
 Performance measures
 Actions required to achieve goals
 An indication of how long goals will take to achieve
The Team Performance Plan should align with the organisation's overall objectives.
This can be achieved by:
1. Aligning the Team Performance Plan with the Team Purpose
2. Aligning the Team Purpose with the organisation's objectives
Team Performance Plans might include the following types of goals:
 Key Performance Indicators (KPIs)
 Goals to improve team competency
 Team building goals

3. Provide an outline of what you, as team leader, can do to support team members in
meeting expected performance outcomes?

A team is an important, dynamic unit working together to achieve success in accomplishing

a goal. To support team members in meeting for expected performance outcomes are as
follows:

Expect and encourage teamwork. It is difficult to expect people to come together as

effective teams if there isn’t a clear and definitive expectation of the importance of that. It
may seem obvious to you, but you probably know what assuming can do, if you want great
teams, start by making your expectations clear.

Be committed to team success and help grow the commitment of others. The best teams
are committed to their success and to each other. Are you committed to both of those
things? As the leader of a team you are also part of the team, too.
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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

Create a team vision and help people personalize it. A team can be committed and “get
along” and do great work, but if they aren’t moving in a direction that is the desired
direction for overall organizational success, they are less effective than they could be.

Be available to help and let your team grow independent of you. Your team will need you;
you are committed and are excited and believe in the goals of the team. You must have time
and invest time in your team.

Be supportive and encourage team members to support each other. Be supportive both of
the team as a whole, which we have already talked about in several ways, but also of the
individuals on the team. Remember that a team is made up of individuals, and when you
support them you are building their confidence and creating positive attitudes.

4. Discuss the benefits of involving team members in planning and decision making.

Team decision-making is a core factor in the professional services industry. But it’s also a
complex, challenging activity. Do it right, and you will deliver smart solutions for your clients
and make your company look good. here are many benefits of involving employees in the
decision making of your company or department. Based on data analysis from employee
satisfaction surveys, the following are six of the most important benefits:

a) The associates feel they are a valued part of the team. When associates are involved in
the decision making, they feel that people in ownership and management positions
value them as a significant contributor to the team’s success.
b) The associates are able to make better day-to-day decisions because they have accurate
information regarding the direction of the company or department. Managers and
supervisors who do not share information or involve associates in the decision making
are usually the same people who complain that associates are unable to make good
decisions.
c) The associates feel a stronger bond of responsibility for making the decision. When
you are responsible for making a decision, and the decision turns out to be a bad one,
you do whatever you can to correct the decision and make things right. The same is true
for everyone. When associates are involved in making the decision, the chances of the
decision being a success increase since all members of the team are committed to
correcting the parts of the decision that are not in alignment with the department’s or
company’s vision and values.
d) The associates will focus more of their energy on future-oriented problem solving
rather than blaming their current problems on management. Associates who have not
been involved in making the decision have co-authored some great comments such as,
“It wasn’t my decision,” “Whose brilliant idea was this?” or “This will never work in a
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hundred years.” All of these comments demonstrate two things: First, the employee is
not in agreement with the decision and second, when the decision goes wrong, and it
will because the associate is not committed to the decision’s success, the employee has
someone to blame.
e) Morale and motivation are higher in organizations where associates are involved in the
department/company’s decision making. When people are involved in the decision
making, they know they make a difference to the department’s or company’s success.
When people know they make a difference, they find it easier to be motivated and
satisfied with their job.

5. Provide reasons why policies and procedures ensure team members take responsibility
for their own work and to assist others.

Policies and procedures provide the backbone for your organisation functions; with our
them work and employees would not be governed, and practices would prove
inconsistent. Make sure that policies and procedures in your department are effective
and support your team at work.

Policies and procedures cover work requirement such as:

 Code of conduct
 Legal requirements and ethical standards
 Health and safety
 Confidentiality
 Access and equality
 Training and workplace instruction.
Roles and responsibilities
Employees must identify, understand and live up to their responsibilities and duties
in order for a workplace to function effectively.

Roles and responsibilities may include:

 Interacting with colleagues and external concepts
 Jobs description and employment arrangements
 Organisation’s policy relevant to work role.

6. Explain the role of feedback in encouraging, valuing and rewarding individual and team
efforts. Provide some examples of how you can do this.

Ways of consulting with others and getting feedback in the workplace to encourage,
value and rewarding individual team are as follows:

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

o Meetings: Formal, scheduled meetings and informal, ad hoc gatherings

between team members contribute to a better understanding of tasks,
responsibilities and roles
o Interviews: Creating a list of questions to establish knowledge, skills and
understanding of the task can help you identify individual needs and
attributes
o Brainstorming: sessions the group as a whole considers a number of possible
perspectives. Successful brainstorming requires commitment, contribution
and cooperation by all team members
o Email/intranet communication: If a team is geographically dispersed, a system
of electronic communication can aid understanding and contribution by all
team members

Feedback can likewise be exceptionally motivating and empowering. It has solid

connects to employee’s satisfaction and productivity. Individuals like to feel included
to their Organisation. Good leaders have great tuning in and enthusiastic mindfulness
they comprehend the effect that their conduct has on others.

7. Outline the strategies that promote team cohesion, participation and performance.
Team working is vital in small businesses, which have to achieve challenging targets
with limited resources. Before a team can perform effectively, team members have to
learn to trust one another and find ways to work cooperatively to achieve their
common goals.

Recruit with Care

Team members may be drawn from an existing pool of employees or recruited from
outside the company. When appointing people to work in the team, you should
consider how well they will work with other team members.
Agree on Goals and Targets
Team members should all be working toward the same goals and targets. If they do
not have a shared vision, conflict and competition are likely to develop. Ideally, team
members should be involved in the process of formulating the team's goals and
targets

Value Everyone's Contribution

One of the best ways to improve team cohesion is by valuing and encouraging
contributions.

8. Explain consensus decision making and provide two strategies for gaining consensus for
an idea or action within a team.

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

Consensus decision making is the idea that each person will support the
implementation of the decision, regardless of whether or not he/she agrees with the
decision – is a collaborative approach that overcomes many of these challenges. In
this post, I will outline the steps and skills required for consensus decision-making in
project teams.

Common Goal
Everyone present at the meeting needs to share a common goal and be willing to
work together towards it. This could be the desire to take action at a specific event,
or a shared vision of a better world. Don't just assume everyone is pulling in the
same direction – spend time together defining your aims and how you expect to
achieve them.

Commitment to reaching consensus

Consensus can require a lot of commitment and patience to make it work. Everyone
must be willing to really give it a go. This means being deeply honest with yourself
(and the rest of the group) about what you really need to happen, and what is just a
preference. Consensus requires flexibility and being open to alternative solutions.

Trust and openness

Consensus relies on everyone giving honest information about what they want and
need - and being clear about the distinction between the two! This is hard if we don't
trust everyone's good intentions. When we think that other people are manipulating
the process or exaggerating what they need in order to get their own way, we are
much more likely to do the same. Another common behaviour when we don't trust
people is to close down and not express our own needs and views at all. Either way,
the group does not end up with the accurate understanding of everyone's needs that
enables us to look for win-win solutions. Trust can also break down if decisions are
made and not implemented -

Sufficient time
for making decisions and for learning to work by consensus. Taking time to make a
good decision now can save wasting time revisiting a bad one later.

Clear process
It's essential for everyone to have a shared understanding of the process that the
meeting is using. There are lots of variations of the consensus process, so even if
people are experienced in using consensus, they may use it differently to you.

9. Explain Tuckman’s theory of team development in your own words.

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BSBWOR502 Lead and Manage Team Effectiveness Jagadish Aryal (TS334)

Tcukmans group interaction and development theory remains to be one of the most
accepted group theories. Tuckman’s theory is accredited for its ability to explain group
development and interaction in the simplest manner possible. Tcukmans group theory
contains four major stages namely:
 Forming
 Storming
 Norming
 Performing

Forming: Forming and developing effective relationships, learning to work together and
identifying shared goals is paramount at this stage. Group facilitators or leaders play a
more dominate role in this stage, helping the group function, identify appropriate
behaviours, shared goals, getting to know each other and in identifying their roles,
responsibilities, tasks, standards and processes.

Storming: During this stage, group members typically have emotionally responses to the
task demands they start to recognise. They may become hostile or overzealous, as a way
to express individuality and resist processes or the structure around group formation.

Norming: Group members accept the group and accept the idiosyncrasies of fellow
members. The group becomes an entity by virtue of its acceptance by the members, their
desire to maintain and perpetuate it and the establishment of new group-generated
norms to insure the group’s existence.

Performing: Now that the team has established its interpersonal norms, it becomes an
entity capable of diagnosing and solving problems and making decisions. This stage is not
always reached by groups.

10. Explain how group dynamics can support or hinder team performance.

A team can be defined as two or more people working together to interdependently to

meet a specific goal or purpose. Outside of this, a team can be for the long term or come
together for a few hours. A team with positive group dynamics tend to have team
members who trust each other. They can work towards collective decisions and they are
held accountable for outcomes.

A negative team dynamic can cause people to be unhappy, leading to a high staff
turnover rate whilst a great dynamic can boost performance, resulting in great
performance and improved profitability. Either of these can then impact on your
company's reputation and culture. Imagine that within a team of six people you have two

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individuals with a particularly strong friendship. This is a dynamic and it could have either
a positive or a negative effect on the team.

It could be that these two individuals communicate a lot, naturally drawing other people
into the conversations. This can create a social atmosphere, building a bond between the
whole team and meaning each member feels included and enjoys working together. This
then invokes commitment and motivation, leading to better performance and a better
result.

11. List two common positive and two common negative behaviours of a team leader that
can affect group dynamics.

 Positive behaviours: Group dynamics can allow a group to be far more productive
than any one individual. This happens when a group explores the strengths and
weaknesses of its members and allows people to capitalize on their strengths. For
example, if a group is expected to write a report, someone might be quite good at
statistics and focus on that piece of the report. Someone else might be quite good at
the mechanics of writing and be responsible for writing and proofreading the
finished project.
 negative behaviours: Negative dynamics create dysfunctional groups that have a
difficult time accomplishing anything. In some instances, more than one person
wants to be "in charge," which does not work out very well for anyone because a
group should be focused on its goals, not on a power struggle. In instances in which
someone is appointed as the group leader, that person's leadership style may or may
not be compatible with the group's makeup or mission. A group in which the
members cannot reach any consensus is not a good group.

12. Outline two strategies for improving group dynamics.

Team dynamics are critical for organisational success. Without positive team
dynamics, your business can’t fully leverage the potential of your employees and tap
into their skills and experience. The two strategies for improving group dynamics are
as follows:

1. Conduct a diagnosis and get to know your team

Conduct a diagnosis of what is going wrong in your team by doing a team health
check. Observe your team at work and conduct individual interviews in a private, safe
and confidential space. Conduct a diagnosis of what is going wrong in your team by
doing a team health check.
2. Address problems quickly: If you see a team member engaging in unhelpful
behaviour, work to address it quickly. Speak to the team member directly and invite

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him or her to reflect on the behaviour and how it can be changed to support the
team’s goals

13. Explain how a team leader can assist in preventing issues from arising within their
team.
It’s no secret that conflict is a part of life and definitely a part of day-to-day business.
When we spend so much time with the same people every day, conflict is inevitable.
But, as a leader, you probably dedicate more of your time on issues like productivity
and meeting deadlines than on conflict resolution.

1. Stop Conflict When It Happens

2. Get the Whole Story

3. Meet for Resolutions

4. Be Aware That Conflict Occurs

5. Set the Ground Rules

6. Learn About Destructive Conflicts

Strife ought to be tended to precede it can develop. On the off chance that a dialog becomes
warmed during a gathering, don't hold up until the following gathering to address the issue.
we have to be certain when we comprehend the viewpoints of each individual included.
Clashes emerge when there are contrasts of conclusion, yet in addition because of
miscommunication or misconception. In the event that the contention can't be settled
during the underlying gathering, set up a different gathering with those that are having
clashes, so a goal can be come to without getting the other colleagues included and picking
sides.

14. Explain how each of the following options can be used as issue resolution strategies.

a. Discussion: Often, conflict arises simply due to a lack of communication. If you feel that
your employees are having conflict because they are not talking with each other, Encourage
the employees to talk through the problem, particularly if you suspect that it simply stems
from the fact that they have failed to communicate effectively up to this point.

b. Written Communication: If an issue has escalated or one of the employees has a hot
temper, written communication may be a more effective way of breaking down the wall and
resolving conflict. Ask each employee to write a letter to the other, outlining the problem.

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c. Mediation: Sometimes, two individuals in a conflict simply can’t work it out together
without the aid of third party. If your workers’ conflict has escalated to the point where
outside intervention is necessary, set up a mediation session. Train a staff member in the art
of mediation.

d. Compromise: Ask each person to give a little and take a little by arranging a
compromise between the two. Ask both of the members to come to your offer and talk the
problem through with them, presenting potential compromises and allowing them to mull
these options over

e. Voting: If you simply must put a conflict to bed, voting can be an effective method. If, for
example, two employees are arguing over a potential advertising campaign or other
business Endeavor, set up a vote and allow other employees to weigh in.

Reference:

Ravi,Aug 6, 2017, Conflict Management Techniques In the Workplace,

https://www.scholar99.com/explain-5-conflict-management-techniques-workplace/

Rishab Bafna, Sep 24, 201, Ways to implement your great business idea,
https://www.entrepreneur.com/article/250984

Alesksey Savkin, (n.d), How to define a KPI, https://bscdesigner.com/kpi-system.htm

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DeakinCo. Dec 2017, 6 Strategies for managing and improving team dynamics,
https://www.deakinco.com/media-centre/article/6-strategies-for-managing-and-improving-
team-dynamics

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