Demonstrate your skills in providing feedback on performance to encourage, value and reward individual and team efforts and to support the team to meet expected performance outcomes.

Student Assessment Guide

 

BSBWOR502

Lead and Manage Team Effectiveness

 

Version 1.0

November 2016

Address: Level 2, 16 – 18 Wentworth Street Parramatta NSW 2150

Phone : 02 96870620 Email : admissions@avlc.edu.au  Web: www.avlc.edu.au]

 

 

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Table of Contents

Assessment Information              1

Assessment Event 1 – Knowledge Questions      3

Question 1          3

Question 2          3

Question 3          3

Question 4          3

Assessment Event 2: Perfect Coffee Bar Simulation         4

Task 1: Establish team performance plan               4

1.1 Develop performance plan   4

1.2 Develop policy and procedures for taking responsibility of own work               4

1.3 Develop communications strategies for operations   4

1.4 Develop processes to ensure that issues are resolved             5

Task 2: Facilitate team cohesion                6

2.1 Review initiatives      6

2.2 Consult with team to establish team purpose, roles and responsibilities          6

Task 3: Facilitate teamwork         7

3.1 Review data on performance              7

3.2 Provide feedback to team on current performance  7

Task 4: liaise with stakeholders  8

4.1 Establish and maintain open communication processes           8

4.2 Communicate information from Management to Team          8

4.3 Communicate unresolved issues with management 8

4.4 Take necessary corrective action       9

Appendix A: Perfect Coffee Bar Simulation          10

Perfect Coffee Bar Simulation Background           10

Simulation Phases           10

Your Role in the Simulation          11

Phase 1:               11

Phase 2:               11

Phase 3:               11

Assessment Conditions for the Observations      12

Appendix B: Observation Check Sheets 13

Observation Check Sheet 1: Running a session on the team consultation initiatives           13

Observation Check Sheet 2: deliver a performance management session              16

 

 

 

Assessment Information

Welcome to your Student Assessment Guide for BSBWOR502 Lead and Manage Team Effectiveness. This Guide provides you with information on the assessment particularly what you have to do and to what level of performance.

This assessment has the following two events:

Assessment Event 1 – Knowledge Questions

There are four questions that will provide us with evidence of your general knowledge of techniques to enhance team work.

This assessment is completed in your own time and by a submission date provided by your Assessor. You may use support material in the development of your responses, but you must indicate the source. In addition, you must not ‘cut and paste’ content from your source, rather, use your words, unless it is a direct quote.

 

Assessment Event 2 – Simulation: Perfect Coffee Bar

You will complete a number of tasks that will provide us with evidence of your skills with establishing and implementing initiatives for team work with Devonshire Coffee Bar. These tasks will be based on your role of Team Leader in a simulation with an organisation that retails hot coffee through its mobile booth.

To complete the Simulation, you will need to refer to the following resources:

Policies and Procedures folder   This folder contains five policies and procedures for Perfect Coffee Bar. You will use this as a guide in Task 1.2 where you will develop a set of policies and procedures for accountability.

 

Team Communication Plan Template      This template is populated in Task 1.3 for identifying stakeholders and their communication needs.

 

Perfect Coffee Bar Performance Data    This data outlines the performance of the Perfect Coffee Booths and is used in Task 3.1 to identify and prepare for the performance management session.

 

Team Session Feedback Form    This feedback form is used in Task 3.2 where you will seek input on your ability to be a role model within the company.

Remember, you do not type your responses in this Student Assessment Guide, but use the Student Assessment Workbook, which is a separate document. This document is simply a guide to explain what you are required to do, and by doing so, this will assist you to perform at your best.

Please note that your responses for both assessment events can (where appropriate) use dot point format. See below for an example of a dot point response and a full sentence response.

Dot point format              Presentation Plan includes the following:

•             outcomes

•             needs of the audience

•             context.

 

Full sentence format      When you are preparing for a Presentation, there are several tasks that must be carried out. These are; listing the outcomes that you want to achieve, followed by the identification of the needs of your audience. When you have completed these two tasks, you then check on the room you will be conducting the simulation in etc.

Performance required

•             complete all the questions and tasks listed in the Student Assessment Workbook

•             meet all the requirements listed in this Student Assessment Guide

•             your responses to the questions and tasks must be relevant, accurate and specific

•             submit your completed Student Assessment Workbook to your Assessor within the set timeframes

•             your work must be in your own words

•             where you use an external source of information, you must provide citation.

Please be aware that your Assessor is here to provide you with the necessary support throughout the assessment process. If you have questions, then contact them for guidance.

 

 

Assessment Event 1 – Knowledge Questions

The information contained in this assessment event lists the questions that you will need to develop a written response. These questions are theoretical and provide evidence of your understanding of the processes that impact on team effectiveness. Each question includes the requirements which indicate what you should do and the depth of your response to achieve a satisfactory result.

Question 1

Describe in the table below, how group dynamics can support and hinder team performance.

Performance requirements (PR): to achieve a satisfactory response for this question you must:

R 1.         describe two examples

R 2.         word count is approximately 30 words per example.

Examples where it supports performance            Examples where it hinders performance

 

 

 

Question 2

In the table below, explain strategies that can support team cohesion, participation and performance

Performance requirements (PR): to achieve a satisfactory response for this question you must:

R 1.         explain a strategy for each of the following:

•             cohesion

•             participation

•             performance

R 2.         word count is approximately 30 words per strategy.

Strategies            Grouping             Explanation

Cohesion

Participation

Performance

Question 3

Describe strategies for gaining consensus.

Performance requirements (PR): to achieve a satisfactory response for this question you must:

R 1.         describe two strategies

R 2.         word count is approximately 50 words per strategy.

Question 4

Describe strategies to resolve workplace issues.

Performance requirements (PR): to achieve a satisfactory response for this question you must:

R 1.         identify two workplace issues

R 2.         provide a method for resolution for each issue

R 3.         word count is approximately 60 words for each issue.

 

Assessment Event 2: Perfect Coffee Bar Simulation

In this assessment, you will undertake a number of tasks associated with ensuring team work through the running of team meetings, initially to develop and facilitate team cohesion and then a second meeting to identify and resolve work performance for the Devonshire Perfect Coffee Bar.

In this simulation, you will perform the following actions:

•             Develop and establish initiatives for effective consultation

•             Facilitate teamwork through performance improvement

•             Liaise with stakeholders.

Please ensure that you familiarise yourself with this set of requirements that underpin this simulation. This includes understanding the background of the simulation and the criteria you will be assessed on. These are located in the Appendix of this document.

Task 1: Establish team performance plan

In this task, you will demonstrate your skills in developing a performance plan and putting in place policies, procedures and processes to support the achievement of the plan.

1.1          Develop performance plan

Performance requirements (PR): to achieve a satisfactory response for this subtask you must:

R 1. develop a team performance plan that includes:

•             goal

•             purpose

•             outcomes

•             outputs

•             a minimum of three key performance indicators

R 2. word count is not critical.

1.2          Develop policy and procedures for taking responsibility of own work

Performance requirements (PR): to achieve a satisfactory response for this subtask you must:

R 1. develop a policy for team members taking responsibility for their own work:

R 2. develop a policy for team members to assist others to undertake required roles and responsibilities

R 3. develop a minimum of four procedures for taking responsibility for their own work

R 4.  word count is approximately 250 words in total.

1.3          Develop communications strategies for operations

Performance requirements (PR): to achieve a satisfactory response for this subtask you must:

R 1. complete the Team Communications Plan template:

•             this plan must contain a minimum of two team members

•             the purpose column must cover a short statement of the purpose

•             the duration covers length of meeting

•             includes other stakeholders such as Management

R 2. word count is not critical.

 

1.4          Develop processes to ensure that issues are resolved

Performance requirements (PR): to achieve a satisfactory response for this subtask you must:

R 1. develop an Issues Register that ensures:

•             tracking

•             sufficient detail to provide understanding with issues

R 2. develop a draft Team Charter that contains:

•             a minimum of seven procedures

•             each procedure is aligned to consultation within the team

R 3. word count is approximately 150 words for the completed Charter.

 

Task 2: Facilitate team cohesion

In this task, you will demonstrate your skills in ensuring team cohesion through the running of a weekly team meeting to develop processes for ensuring team collaboration.

2.1 Review initiatives

Performance requirements (PR): to achieve a satisfactory response for this subtask you must:

R 1.         prepare for the consultation with the team by developing supporting aids for:

•             draft Team Performance Plan

•             Team Communication Plan

•             Policies and Procedures on accountability

•             Issues Register

•             Team Charter

R 2.         word count is not critical.

2.2 Consult with team to establish team purpose, roles and responsibilities

Performance requirements (PR): to achieve a satisfactory response for this subtask you must:

R 1.         run a consultative session that reviews:

•             Team Performance Plan

•             Team Communication Plan

•             Policies and Procedures on accountability

•             Issues Register

•             Team Charter

R 2.         encourage team members to participate and take responsibility with these initiatives

R 3.         ensure contributions in the session served as a role model

R 4.         feedback must meet all requirements in the Check Sheet number 1

R 5.         meet the time duration of 45 minutes.

 

Task 3: Facilitate teamwork

In this task, you will demonstrate your skills in providing feedback on performance to encourage, value and reward individual and team efforts and to support the team to meet expected performance outcomes.

3.1 Review data on performance

Performance requirements (PR): to achieve a satisfactory response for this subtask you must:

R 1.         prepare for the session on performance with the team by developing supporting aids for:

•             Team Performance Plan

•             Perfect Coffee Bar Performance Data

R 2.         word count is not critical.

3.2 Provide feedback to team on current performance

Performance requirements (PR): to achieve a satisfactory response for this subtask you must:

R 1.         deliver a performance management session

R 2.         propose in the session, a minimum of two KPI’s for team members:

•             For the week starting July 20 there will be no customer complaints

•             For the week starting July 20 there will be no out of stock entries

•             For the week starting July 20 there will be a 5% increase on sales for the past week

R 3.         meet all requirements in the Check Sheet number 2

R 4.         review the feedback from the distributed “Team Session Feedback Form”:

•             note a minimum of two findings

•             develop a minimum of one action to ensure the continued to be a role model

R 5.         meet the time duration of 45 minutes.

 

Task 4: liaise with stakeholders

In this task, you will demonstrate your skills in liaising with stakeholders to keep them informed of the implementation of initiatives and results achieved and any follow up actions required.

4.1 Establish and maintain open communication processes

Performance requirements (PR): to achieve a satisfactory response for this subtask you must:

R 1.         send an email to the Manager of Operations on meetings held with staff:

•             include background to meetings held with the team

•             explain issues

•             list outcomes

•             include outstanding issues remaining

R 2.         attach email to your Student Assessment Workbook

R 3.         word count is approximately 150 words.

4.2 Communicate information from Management to Team

Performance requirements (PR): to achieve a satisfactory response for this subtask you must:

R 1.         send email to team members informing them of Management’s response, contents included:

•             that management believes that they are a good employer

•             that their wages are above the award rate

•             profits are not substantial enough to warrant pay rises

•             that in times of economic uncertainty management are unable to offer any additional benefits other than the many they believe the job provides

•             long term they may be able to review the incentive and remuneration scheme

•             email content created a positive tone

R 2.         attached email to your Student Assessment Workbook

R 3.         word count is approximately 100 words.

4.3 Communicate unresolved issues with management

Performance requirements (PR): to achieve a satisfactory response for this subtask you must:

R 1.         send email to management which:

•             overview content of last correspondence

•             explain improved performance over past three months by Devonshire as follows:

­              sales for July were up 2%, August 3%, September 5%

­              no reports of out of stock items for the quarter

­              1 customer complaint for the quarter

•             suggest that there may be an opportunity to reward the recent efforts

•             outline what these reward options could be

•             explain that the provision of these rewards would further contribute to increased performance

•             summarise that the return on investment would be favorable

R 2.         attach email to your Student Assessment Workbook

R 3.         word count is approximately 100 words.

 

4.4 Take necessary corrective action

Performance requirements (PR): to achieve a satisfactory response for this subtask you must:

R 1.         send additional email to Management to follow up previous email, which includes:

•             opening with concerns on the no response to previous email

•             stresses urgency of situation in maintaining morale of team

•             put forwards options for addressing these issues

R 2.         content is positive, clear, specific and persuasive

R 3.         attach email to your Student Assessment Workbook

R 4.         word count is approximately 100 words.

 

Appendix A: Perfect Coffee Bar Simulation

Perfect Coffee Bar Simulation Background

Perfect Coffee Bar is a division of Perfect Coffee, a successful retailer of coffee products. Perfect Coffee Bar is a set of booths that operate across Sydney delivering freshly made coffee and a small selection of cakes. There are seven outlets and sales over the past six months are as follows:

 

As Team Leader, you can see from the table, the sales for Devonshire are low in comparison with the other booths. In this simulation, your task as Team Leader is to improve the performance of this booth. The two employees in this booth are Bilal and Jai. Bilal has been with the company about a year and Jai has been with the company for two years. They are relatively experienced but don’t take well to directions from the company. In particular they like to run their booth as their own business. They set their own targets and don’t place much importance on the company key performance indicators. They have been observed discussing social matters while customers wait. For data on customer satisfaction, individual KPI’s and comparison of sales with other booths please refer to the separate document titled Perfect Coffee Performance Data.

As Team Leader you will have noted from the findings from completed surveys from customers (online) that at times they argue when customers complain about the quality of the coffee and the length of time it takes to be brewed. Much of this information comes from the anonymous feedback surveys housed on the website, though you have recently taken visits to the booth and had this feedback confirmed.

Simulation Phases

This simulation is divided into the following phases:

Phase 1:               Develop and establish initiatives for effective consultation

 

Phase 2:               Facilitate teamwork through performance improvement

 

Phase 3:               Liaise with stakeholders.

 

 

Your Role in the Simulation

You will be the Team Leader of Perfect Coffee Bar in the simulation. Your roles and responsibilities in the simulation are as follows:

Phase 1:

Phase 1 occurs in Tasks 1.1 to Tasks 2.2.

This simulation will have a duration of 45 minutes where you will plan collaboration initiatives then consult with your team. Note that your Assessor will not play a role in this observation activity as they will be observing your interaction with the stakeholders and documenting evidence in the Observation Check Sheet 1 provided in Appendix B.

In Phase 1 your main duties in the organisation are as follows:

•             Develops Team Charter

•             Develops Communication Plan

•             Develops Issues Register

•             Consults with the Devonshire Team.

Phase 2:

Phase 2 occurs in Tasks 3.1 to Tasks 3.2.

This simulation will have a duration of 45 minutes where you will prepare and deliver a performance session to enhance team work. Note that your Assessor will not play a role in this observation activity as they will be observing your interaction with the stakeholders and documenting evidence in the Observation Check Sheet 2 provided in Appendix B.

In Phase 2 your main duties in the organisation are as follows:

•             research the performance data for the booths

•             plan a session on teamwork

•             deliver a session on teamwork.

Phase 3:

Phase 3 occurs from Tasks 4.1 to Tasks 4.4. In Phase 3 your main duties in the organisation are as follows:

•             interacts with Management

•             keeps team informed of developments

•             follows up on outstanding issues.

 

Assessment Conditions for the Observations

The information in this section outlines the assessment conditions for the Observations which occurs in Phase 1 and 2 and involves your interaction with two stakeholders.

Before the Observations:

•             you must ensure that you have read and understood any documents required to undertake the Observations

•             you must ensure that you have read and understood all performance requirements listed under each task

•             you must ensure that you have read the requirements listed in the Observation Check Sheets as your performance will be judged based on these criteria (see Appendix B)

•             your Assessor will inform you of the date of your Observations.

During the Observations:

•             you will be interacting with the two team members from the Devonshire Team

•             each observation has a total duration of 45 minutes

•             other students will not be observers during the session as this will give them an unfair advantage

•             these stakeholders will be role played by staff from the RTO or other externals

•             your Assessor will brief them on your topic so that they can carry out their actions in an appropriate manner

•             you cannot refer to the Observation Check Sheets while undertaking the Observations

•             your Assessor will:

­              observe you individually based on the criteria in the Observation Check Sheets

­              document their observations in detail on the Observation Check Sheets

­              provide extensive written feedback

­              ensure that the session will be free from distractions

•             you must comply with WHS requirements

•             you must demonstrate all the criteria in the Observation Check Sheets to achieve a satisfactory result for the Observations.

If you are not successful, after the observation, the Assessor will:

•             provide written feedback on the Observation Check Sheets explaining their justification in detail

•             communicate this feedback to you

•             arrange another suitable time to observe your second attempt.

Appendix B: Observation Check Sheets

We have provided the Observation Check Sheets for you to prepare for your assessment with the Assessor. Remember, you will not be able to use this Check Sheets during this session. However, we recommend you use this as a planning tool so that you are fully prepared for the observations.

Note that you must demonstrate all the criteria listed in the following Observation Check Sheets to be deemed satisfactory.

Observation Check Sheet 1: Running a session on the team consultation initiatives

Performance requirements:

1.            Introduction

•             welcome participants:

­              be friendly

­              introduce each other

­              be positive

•             state objectives of the session which included the review of the following drafts plans, registers and charters:

­              draft Team Performance Plan

­              Team Communication Plan

­              Issues Register

­              Team Charter

•             explain format of session concisely and in a clear fashion

•             seek feedback on objectives and format:

­              note input

­              where appropriate incorporate into session body

2.            Body

•             present the draft team performance plan for feedback:

­              overview the plan

­              explain its purpose

­              explain why it is necessary

­              presentation must be clear

­              presentation must aid understanding

•             introduce the two consultation processes:

­              communication plan and team charter

­              why they are developed

•             present the draft communication plan and the team charter:

­              presentation must be clear

­              support by either handout or PowerPoints

­              presentation must aid understanding

•             seek input on their views with the team plan and the two processes:

­              listen

­              take notes

­              clarify this feedback to confirm understanding

­              where appropriate agree to follow up any issues raised

•             overviews the draft policy and procedures for taking responsibility and supporting others:

­              presentation must be clear

­              support by either handout or PowerPoints

­              presentation must aid understanding

3.            Conclusion

•             the conclusion:

­              summarise session in terms of whether objectives were achieved

­              seek input to confirm level of commitment with proposed initiatives

•             overview next steps:

­              explain the next meeting on performance management

­              explain why this is important

­              this explanation must be clear

­              this explanation must gain commitment

•             complete the session in 45 minutes

Appropriate Communication Skills

•             body language skills:

­              maintain eye contact

­              show appropriate facial expressions

­              posture must be appropriate

­              gestures must fit message

•             verbal skills:

­              vocal pitch must be appropriate

­              tone must be pleasant

­              pace must be at the right speed to achieve clarity

­              volume must be appropriate for participants

•             sensitive to the cultural diversity of the participants:

­              language avoids jargon

­              language chosen must be easy to understand

­              level of formality shows respect to both parties

­              content must be non-sensitive

­              watch for non-verbal signs of both parties

­              seek input if team members are withdrawn through direct open questioning

•             emotions:

­              process emotions of self and participants and stays calm

­              feed back to the group, emerging issues

­              these interpretations must be accurate and appropriate

Consultation skills:

•             uses effective consultation:

­              request views and opinions of participants

­              listen

­              do not interrupt

­              encourage participants to give input

­              validate this input

­              use open questions to explore issues

­              where appropriate, incorporate into draft initiatives

Trust

•             session is presented in an interesting way:

­              generates enthusiasm

­              material is comprehensive

•             you are credible:

­              knowledgeable

­              honest

­              sincere

­              motivating

­              confident

•             you are professional:

­              concise

­              organised

­              uses resources where appropriate

­              does not read from notes

­              does not lose focus

 

 

 

 

 

 

 

Observation Check Sheet 2: deliver a performance management session

Performance requirements:

1.            Introduction

•             welcome participants:

­              be friendly

­              introduce each other

­              be positive

•             state objective:

­              specific

­              relevant to situation

­              achievable

­              time framed

•             explain format of session concisely and in a clear fashion

2.            Body

•             table performance of the two team members:

­              state facts on the situation

­              this statement must be accurate

­              asks for their interpretation of performance

­              listen to their view

•             remain objective:

­              do not verbalise judgements based on ad hoc feedback

­              attempt to get all the facts by taking notes

•             collaborate on strategies for addressing performance:

­              communicate the need to work together to address the performance issues

­              ask for their thoughts on how to address performance

­              reach agreement on strategies

•             confirm KPI’s for performance:

­              these targets must be realistic

­              these targets must be measureable

­              these targets must be specific

­              these targets must be time framed

•             develop options to cover both formal and informal PD to achieve targets:

­              options must be appropriate

­              options contain specifics

­              options contain outcomes required

•             conclusion is appropriate:

­              summarise agreements reached

­              check to see if any issues still remain

­              detail the next step in the management of performance

­              check in on state of feelings

•             manage the performance session within 45 minutes

Communication Skills

•             body language skills:

­              maintain eye contact

­              show appropriate facial expressions

­              posture must be appropriate

­              gestures must fit message

•             verbal skills:

­              vocal pitch must be appropriate

­              tone must be pleasant

­              pace must be at the right speed to achieve clarity

­              volume must be appropriate for participants

•             sensitive to the cultural diversity of the participant:

­              language avoids jargon

­              language chosen is easy to understand

­              level of formality that shows respect to team

­              content must be non-sensitive

­              watch for non-verbal signs

­              seek input if withdrawn through direct open questioning

•             is assertive:

­              intervene if individual uses aggressive behaviour such as name calling etc.,

­              intervene if individual loses focus

­              intervene if individual attempts to dominate air time

•             emotions:

­              process emotions of self by staying calm

­              feed back to the team their behaviour if relevant

­              these interpretations must be accurate and appropriate

•             use appropriate consultation skills:

­              request views and opinions by listening and questioning

­              encourage input and responds adequately

­              validate input and where appropriate incorporates into draft strategies

 

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