BSBWOR502 Learner Workbook - Lead and manage team effectiveness

This learner workbook is for BSBWOR502: Lead and manage team effectiveness. It includes activities and assessments to establish team performance plan, develop and facilitate team cohesion, facilitate teamwork, and liaise with stakeholders. The workbook covers topics such as team purpose, roles, responsibilities, and accountabilities, performance plans, coaching, mentoring, training and development opportunities, and more. The workbook is suitable for learners who want to enhance their skills in leading and managing teams effectively.

BSBWOR502
Lead and manage team
effectiveness
Learner Workbook

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Table of Contents
Table of Contents.............................................................................................................................2
Candidate Details.............................................................................................................................3
Assessment – BSBWOR502: Lead and manage team effectiveness...............................................3
Competency Record to be completed by Assessor........................................................................4
Observation/Demonstration............................................................................................................5
Activities...........................................................................................................................................6
Activity 1a......................................................................................................................................6
Activity 1a continued.....................................................................................................................7
Activity 1b......................................................................................................................................8
Activity 1c....................................................................................................................................10
Activity 2a....................................................................................................................................12
Activity 2b....................................................................................................................................14
Activity 2c....................................................................................................................................16
Activity 3a....................................................................................................................................17
Activity 3b....................................................................................................................................19
Activity 4a....................................................................................................................................24
Activity 4b....................................................................................................................................26
Activity 4b continued...................................................................................................................27
Activity 4c....................................................................................................................................28
Skills and Knowledge Activity.......................................................................................................30
Major Activity..............................................................................................................................31

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Candidate Details
Assessment – BSBWOR502: Lead and manage team effectiveness
Please complete the following activities and hand in to your trainer for marking. This forms part of
your assessment for BSBWOR502: Lead and manage team effectiveness.
Name: ____ ___________________________________________
Address: _____________________________
Email: ____ _____________________________________
Employer: _____________________________________________________________
Declaration
I declare that no part of this assessment has been copied from another person’s work with the
exception of where I have listed or referenced documents or work and that no part of this
assessment has been written for me by another person.
Signed: ________________________________2163_______________________
Date: __________________________________________________
If activities have been completed as part of a small group or in pairs, details of the learners
involved should be provided below;
This activity workbook has been completed by the following persons and we acknowledge that it
was a fair team effort where everyone contributed equally to the work completed. We declare that
no part of this assessment has been copied from another person’s work with the exception of where
we have listed or referenced documents or work and that no part of this assessment has been
written for us by another person.
Learner 1: ____________________________________________________________
Signed: ____________________________________________________________
Learner 2: ____________________________________________________________
Signed: ____________________________________________________________
Learner 3: ____________________________________________________________
Signed: ____________________________________________________________

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Competency Record to be completed by Assessor
Learner Name: _______________________________________________________
Date of Assessment: _______________________________________________________
The learner has been assessed as competent in the elements and performance criteria and the
evidence has been presented as;
Assessor Initials
Authentic
Valid
Reliable
Current
Sufficient
Learner is deemed: COMPETENT NOT YET COMPETENT (Please circle)
If not yet competent, date for re-assessment: ____________________________________
Comments from Trainer / Assessor:
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
Assessor Signature: ________________________________________________________

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Observation/Demonstration
Throughout this unit, the learner will be expected to show their competency of the elements
through observations or demonstrations. The observations and demonstrations will be completed as
well as the formative and summative assessments found in the Learner Workbook. An explanation of
demonstrations and observations:
Demonstration is off-the-job
A demonstration will require:
 Performing a skill or task that is asked of you
 Undertaking a simulation exercise
Observation is on-the-job
The observation will usually require:
 Performing a work based skill or task
 Interaction with colleagues and/or customers
The observation/demonstration will take place either in the workplace or the training environment,
depending on the task to be undertaken and whether it is an observation or demonstration. Each
task must be observed. You will need to ensure you provide the learner with the correct equipment
and/or materials to complete the task. You will also need to inform the learner of the time they have
to complete the task; this will once again vary, depending on the task.
You will need to demonstrate you can:
1. Establish team performance plan
2. Develop and facilitate team cohesion
3. Facilitate teamwork
4. Liaise with stakeholders
You should also demonstrate the following skills:
 Reading
 Writing
 Oral communication
 Navigate the world of work
 Interact with others

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 Get the work done
Activities
Activity 1a
Estimated Time 30 Minutes
Objective To provide you with an opportunity to consult team members regarding team
purpose and develop a shared understanding.
Case Study Time to REFLECT!
In groups of three (3) or as directed by the instructor, reflect on a common
understanding of team purpose from what has been discussed so far.
Is it clear?
Do you have practical examples to share?
Make notes and be prepared to then discuss with the class.
Notes:
The team purpose in nutshell is the achievement of the common objectives for
the organization. Team purpose ensures that the work is completed on time
with enhanced productivity of all the team members. Team leader is an
important element in Team purpose; he is the person responsible to make the
team work through the achievement of the objectives. Team purpose provides
the reasoning that the efforts of people working together are bigger than the
individual efforts.
The underlying understanding of team purpose is the accomplishment of the
team and organizational objectives within the time frame with increased
efficiency and productivity.
While working on the group assignment, we all divided the task according to the
relevant skill sets and the proficiency of the team members to complete the
task. The task was further broken down into milestones and a deadline was
attached for the completion of each task. This helped us in completing the task
before time and we also had time in hand to discuss the task with each other.
Thus, it can be seen that team purpose is not only to ensure that the work is
completed on time, but it also increases the efficiency and productivity of the
team members.

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Activity 1a continued
Estimated Time 30 Minutes
Objective To provide you with an opportunity to detail your views on roles,
responsibilities and accountabilities.
Case Study From your experience and that of your WORKPLACE, detail your views on roles,
responsibilities and accountabilities.
Roles Responsibilities Accountabilities
Marketing Manager
Finance Manager
The responsibility of the
marketing manager is to
ensure that he takes care
of the marketing,
promotion and
advertising of the
company’s product. He
has to ensure that the
product has a good
visibility in the market
through the usage of
various traditional and
contemporary tools of
marketing
The responsibility of the
finance manager is to
ensure that the company
has a good cash flow and
liquidity and remains
solvent in the longer run.
He is also accountable for
managing the various
cost heads and
overheads and allocation
of budgets to different
departments of the
company. He is also
responsible for raising
sufficient funds for the
growth and sustainability
of the company and to
look for avenues of
investment opportunity.
Accountabilities is
towards the brand
awarenss, brand visibility,
brand recall, marketing
and promotions.
The accountability lies
towards the P&L of the
company, managing and
circulating the financial
statement to the
shareholders and the
stakeholders. He is also
accountable to ensure
the Return on Investment
and other financial
metrics.

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Activity 1b
Estimated Time 30 Minutes
Objective To provide you with an opportunity to detail your findings on performance
plans to establish expected outcomes, outputs, key performance indicators and
goals for work team.
Case Study Develop performance plans to establish expected outcomes, outputs, key
performance indicators and goals for work team
Using your workplace as an example, detail your findings/views on the
following areas discussed in the above element, as it relates to teams.
Area Your workplace Your views
Develop performance
plans I work at Amazon in the
capacity of the digital
marketing manager. The
team of digital
marketing at Amazon
Australia consists of ten
members. The goal of
the team is to increase
the visibility of the
website, remarketing
and marketing of the
product and to ensure
that the traffic on the
website increases by a
factor of 2X in the
quarter. The team is also
responsible for
monitoring the activities
on the social media
In my views the
performance plan has to
be objective oriented
with clear cut deadline,
responsibilities and roles
of an individual. The
performances plan will
serve as a yardstick to
measure the success of
any business employee.

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Improved individual and
team, performance and
participation
In order to improve the
team performance, it is
required to lay emphasis
on team work and
conduct team building
activities to ensure the
participation of
individual’s .Setting up
of performance plan in
tandem with the line
manager and HR
manager will ensure the
employees are aware of
their goals and the
deadlines associated
with them.
My views on improving
the team performance
are by ensuring a higher
team participation in the
team work and team
building activities. Team
work is the foundation of
success of any team with
enhanced productivity
and efficiency.
Measures for monitoring and evaluating
Area Your workplace Your views
Expected outcomes The expected outcome for
monitoring and evaluating the
performance plan are:
 Setting up of SMART
goals
 Review of the goals
My views on the
monitoring and
evaluating the
performance of
employees are based
on the
implementation of 360

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every month.
 Assessment of the
performance by HR
 Daily working report
 Monthly working
report.
 % of target achieved
degree balanced
feedback process. The
performance
management plan will
ensure that the
performance of the
employees is
monitored round the
year and constructive
feedback is given to
him periodically.
Outputs The output of the above plan
will be:
 Higher motivation of
employees.
 Low employee
turnover.
 Better employee
engagement.
 Enhanced team
productivity.
 An environment of
learning and growth.
 Accomplishment of
the goals and
objectives on time.
 Job satisfaction
In my opinion the
output of the
performance plan is
directed towards
employee motivation,
engagement,
retention which will
ultimately contribute
to higher job
satisfaction.

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Key performance
indicators
The Key performance
indicators will be:
 % of target
completion
 Attendance
 Deadline missed
 New customer
acquisitions.
 Number of clients
retained
 Increase in the traffic
on the website.
 Sentimental analysis
on Social media
 Remarketing
conversion.
 % of conversion from
the ad displayed on
social media and
other affiliates.
The underlying idea of
setting up the key
performances
indicator is to make
the employee know
his clear goals. One
has to know the
parameters on which
is performance will be
evaluated and
appraised.

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Activity 1c
Estimated Time 30 Minutes
Objective To provide you with an opportunity to discuss how your organization has
addressed supporting team members in meeting expected performance
outcomes.
Case Study In groups of three (3) or as directed by the instructor, and using your workplace
as an example, discuss how your organisation has addressed supporting team
members in meeting expected performance outcomes.
Use the examples from the element discussed with the instructor or add your
own additional comments.
Area Workplace Views Your Views
Coaching
Coaching in the
organization has been
given special emphasis.
The working
environment at Amazon
is employee focussed
and coaching is given on
the new and innovative
areas of development.
Coaching helps in
building a strong
environment of learning
and development which
can be further used to
boast the effectiveness
of the organization.
Every new person is
assigned to a buddy who
makes him go through
his department in detail
and coaches him on how
to move forward with
the assigned
responsibilities at work
Coaching helps in easy
understanding of the
concepts in the business
environment and also
helps in building
relationship with the
senior members of the
organization.

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Mentoring Mentoring at Amazon is
an extension of the
coaching and the
training Program. Senior
members from every
department are assigned
as the mentor and given
the onus of mentoring
team members and
make them equipped to
the industry. Mentoring
helps in building strong
trust with the managers
which helps in great
team work
I think that mentoring is
essential in every
organization as it builds
a strong culture of
rapports, trust and
relationship in the
entire organization.
Training and
development
opportunities Amazon does training
need analysis for every
employee based on their
skill assessment. The
training and
development
opportunities are
identified and assessed
and the employees are
put in the training
programme. Some of
the training programs
are:
In my view, not only
training is essential for
the personal and
professional
development of the
employee which leads
to enhanced
productivity in the
organization. At the
very same time, it is a
great strategy for
employee retention as
well.

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Leadership and
development
Customer Success
Training
Communication skill
training
Business process
training.
Innovation training
Sales training
Clarification of roles
and expectations
HR manager along with
the line manager gives
the clarity on the roles
and expectation from
the employees.
Helps in aligning
personal and
professional goals.
Long term or short
term plans Short terms plans are of
3 month duration and
are entire focussed on
the target and KPI set
for the employees.
Long term plans are
towards the professional
development of the
employee and targeted
towards leadership
development plan,
Short term plan helps
on focussing on the
short term goals of the
employees, on the
other hand long term
plan focus on the
sustainability of the
employee in the
organization.

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Meetings
Weekly meeting with
the line manager
evaluating the
performance of
employee and giving
him feedback.
Meeting with the HR
manager at the start of
every month for
grievances and
communicating any
issues within the team
or with managers.
Meetings are a way of
assessing, evaluating
and monitoring the
performance of
employee and set him
in the right direction.
OTHER

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Activity 2a
Estimated Time 30 Minutes
Objective To provide you with an opportunity develop strategies to ensure team members
have input into planning, decision making and operational aspects of work team
and develop policies and procedures to ensure team members take
responsibility for own work and assist others to undertake required roles and
responsibilities.
Case Study Detail your understanding of workplace strategies, organisational requirements,
expectations, policies and procedures
Develop strategies to ensure team members have input into planning, decision
making and operational aspects of work team.
Develop policies and procedures to ensure team members take responsibility
for own work and assist others to undertake required roles and responsibilities.
Workplace directions Your understanding
Policies and procedures
Policies and procedures are set into place to
bring standardization in the organization.
Policies and procedures helps in following and
adhering to a Service level agreement the
organization has with its clients. It is a system
which gives a clear direction for employees to
follow and is done implemented throughout
the organization. The policy to keep the
attendance at least 90% throughout the
month, sending daily mails marking manager
in CC, responding to the customers query with
an SLA of 24 hours are examples of the some
of the organizational policies and procedures.
Organisational guidelines
Organizational guidelines can be understood
as the preamble of any organization. It is how
an employee is expected to behave in the
organization. Some of the examples include:
Adhering to the breaks.

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Adhering to working hours.
Adhering to dress code policy.
Adhering to respecting the colleagues and
seniors.
Treating women employees with respect and
fairly.
Systems operational
functions System operational functions are the
guidelines related to the system and data
protection. Policies like Data protection act,
BYOD (Bring your own device), not using any
other person’s logging initials on one’s own
system are some of the examples of system
operational functions.
Standard operating
procedures Standard operating procedures or SOP are the
standard practices an employee has to follow
in doing a specific task. For example, there is
an SOP of Customer query form, Client
feedback form, Mail format, Report format
and so on.
SOP is the standardized documents which are
used in the organization to ensure consistency
in business communication and business
procedures.
Describe the workplace strategies to ensure team members have input into

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planning, decision making and operational aspects of work team:
Employee Empowerment- Employee empowerment is ensuring that
employees are given the freedom to convey their thoughts in various decision
making process, operational plan and so on. It also helps the employee to be
associated more closely with the business organization.
Openness in Communication-Openness in communication will make sure that
employees have the right to voice their opinion and the management is open
for any kind of feedback from the employees. Openness in communication has
to be top to bottom approach; only then the employees can contribute in
decision making and other important business functions.
Bottom to Up feedback policy-Organization has to ensure that they take the
feedback of their employees on any organization wide change or important
decision. This is not only beneficial for the employees, but it is an advantage for
the organization as well.
Decentralization-Decentralization is giving the employees the power to make
their own decision, be accountable and responsible for their own action.
Decentralization in the system ensures more involvement of the employee in
the functioning of the organization which can be linked to enhanced
productivity.

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Activity 2b
Estimated Time 30 Minutes
Objective To provide you with an opportunity to provide feedback to team members to
encourage, value and reward individual and team efforts and contributions.
Case Study In groups of three (3) or as directed by the instructor, conduct a feedback
session exploring the suggested areas discussed in this element.
Encourage, value and reward individual and team efforts and contributions.
Your team findings of this activity:
Suggested areas:
 Helping colleagues
 Problem-solving
 Providing encouragement
 Undertaking extra tasks if necessary
 Agree and share tasks
 Plan and schedule
 Establish personal reward
Helping colleagues-It is one of the important and an important component of
the feedback system. It shows the willingness of the employee to help other
employee in his task or responsibility. It also shows the strength and the unity
in the team, thus employee who is seen as helping their colleagues will be
apprised by the management.
Problem Solving- Bill gates in one of his recent interviews said that he always
hires the laziest person in the room, because the laziest person will figure out
the smartest and the shortest way of solving a problem. The same applies
here; people having the knack of solving problem at the earliest will be
rewarded by the management.
Providing encouragement- In an organization where thousands of people are
working in close association with each other, it is very easy for an employee
to is not feel uplifted in his work. As a team member it is the responsibility of
other team mates to ensure that the other member feels good, encouraged
and motivated to excel at his work.

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Undertaking extra tasks- When a team works together, it is the responsibility
of every team member to ensure that he not only does his work, but also
picks up additional tasks to help other members. This feeling then gets
reciprocated by other team members thus building a culture of picking extra
tasks if necessary for accomplishment of the organizational goals at the
earliest.
Establishing Personal Reward-Personal reward will be given to the employees
who score over 75% in their KPI rating. The personal reward will be given for
one’s own exemplary work and helping the team to achieve their goals.

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Activity 2c
Estimated Time 30 Minutes
Objective To provide you with an opportunity to develop processes to ensure that issues,
concerns and problems identified by team members are recognised and
addressed.
Case Study In groups of three (3) select a situation that would apply to a workplace team
problem.
 Each group member writes down a suggestion for a team problem
 The group should then discuss each option and select one only
 Identify the current situation
 Address the process of analysis
 Report your group findings
The instructor can determine the team problem if that option is desired.
Select the team problem Cultural diversity in the team is the biggest
problem faced by the team.
Identify the current situation Due to high workforce diversity in the
organization, the same is extended in our
team. Due to workforce diversity cultural
differences have risen, which have caused
low productivity of the employees.
Address the process of analysis The problem was evident when the teams
were divided into four groups, along
belonging to different culture, and a high
resistance was seen amongst them to work
with each other. In depth when the
problem was identified, it was a
misunderstanding in understanding the
culture of other team member which led to
cold environment.

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Report on the group
recommendation
It is recommended to conduct Team
building activities to reduce the friction and
a team of HR specialist to address the
cultural clash with the team and logically
sort out the indifferences in the team
members.

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Activity 3a
Estimated Time 30 Minutes
Objective To provide you with an opportunity to identify team strengths, weaknesses, and
areas for improvement.
Case Study In groups of three (3) or as directed by the instructor, conduct this activity
reflecting on your workplace and when you were part of a team.
Consult with the instructor if you wish to conduct this activity using a
hypothetical example of a team.
In your team, what do you do really well:
 To encourage team members and individuals to participate in and to
take responsibility for team activities
 I exceled at communication with my team members, I was able to build
confidence in them to achieve their business goals and objectives.
 I was good at motivating the team members, I ensured that none of my
team members were having a dull moment at office, and the spirit of
joy and fun at work was always pervasive.
 I ensured that as a team we all indulged in plethora of team activities
to build the team strength and also to ensure that a strong bond and
relationship is imbibed in the team.
In your team, what do you do really well:
 To demonstrate areas that affected the overall team results and
achievements?
 Overcoming the cultural differences by openness in communication
within the team.

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 Delivering quality training to train my team members in the new tools
of digital marketing used at Amazon.
 Empowering my team members to make them feel important in the
organization.
 Providing constructive feedback to my team members to help them in
working on their personal development plan.
As a team
 What area/s did you personally identify that directly impacted on
team work performance problems?
Cultural Indifferences- I identified that my team had a lot of conflict and
issues due to differences in culture within the team. I sat down with the HR
manager and created strategy to reduce the conflict due to cultural diversity.
Low motivation- During the initial days, I figured that the employees in the
organization were less motivated due to no clarity of the direction. I gave
them clarity of direction by setting their KPI with the HR manager and gave
them a direction to proceed further in their role in the company.
Conflict- Few of the team members were senior in my team and others had
just joined. All of them were given the same job responsibilities which
created conflict between the senior and the junior members. I reasoned out
the rationale about their job responsibilities and made sure that positive
synergies prevail in the organization.

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As a team:
 What did you personally identify that needs improving so that you
can realise your potential as a team member and maximise your
performance?
I personally realized that I need to work on my communication skills. I had good
product knowledge and even was confident; however I had the stage fear in
dealing with the clients, this was hampering my promotion in the company. I
was unable to speak in front of the management and the clients, which
reduced my KPI rating and I was unable to bring business for the company.
In order to work on my shortcoming, I spoke to my manager and he created an
improvement plan for me. I was enrolled into training on communication and
soft skills. This would help me in overcoming my shortcomings and maximize
my productivity towards the organization.

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Activity 3b
Estimated Time 40 Minutes
Objective To provide you with an opportunity to self-evaluate your performance in a
team, as well as the overall functioning of the team.
Case Study Ask yourself the following...
Question Yes No Comments
Are you individually and jointly
accountable for the team’s purpose,
goals, approach and work products?
Yes
Every member is
responsible to
achieve the goals of
the organization.
Can you and do you measure progress
against specific goals?
Yes This helps me in
evaluating my
performances
against the set
goals, also pushes
me to set new
milestones.
Do all members feel responsible for
all measures?
Yes I guess, every team
members feel that
it is the joint
responsibility of
every member to
achieve
organizational
goals.
Are the members clear on what they
are individually responsible for and
Yes The Individual goals
are set by the line

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what they are jointly responsible for? managers and so
are the
organizational
goals. The
individual goals are
communicated one
to one and the
team goals in team
meetings.
Are you a reliable team member who
gets work done and does a fair share
of the work to meet commitments?
Yes I always ensure that
I complete my work
on time, and I am
available to do
extra tasks to help
the team in
achieving the goals.
Is there a sense that “only the team
can fail”?
Yes The true meaning
of team is that
they fail and
succeed together,
and yes, the sense
is quite evident.
Do you consider these examples to be qualities to serve as a role model for
others?
Explain: Yes, in my opinion all these qualities are highly essential in becoming
the role model. Taking responsibility and accountability not only for one’s
own goal, but also towards the team goal is the quality of a good leader and a
role model.

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If yes or no....What do you consider the advantages or disadvantages of these
examples to be in achieving qualities to serve as a role model for others?
Discuss or complete the following according to the instructor
Quality/aspect Advantages Disadvantages
Can the team count on
you to deliver good
performance all the
time or just some of
the time?
Yes, the team can. The
advantages are :
 Building high trust
among the team
member and with
the managers.
 Be reliable
member of the
team.
Do you speak up and
express your thoughts
and ideas clearly,
directly, honestly, and
Yes, I believe in openness
in communication as it
helps to bring out
transparency in the

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with respect for others
and for the work of the
team?
system and also to point
out the lacunae or gaps In
the system.
Are you a good
listener?
Are good listeners
essential for teams to
function effectively?
Yes
Good listeners are better
able to comprehend and
understand the
instruction being passed
on to them. Also good
listening helps in paying
attention to details which
can be further leveraged
in the work.
Do you participate and
fully engage in the
work of the team
rather than sit
passively on the
sidelines?
Yes, I do sit and
participate in any of the
team activity or engage
with them. I believe that it
is very important for all
the group members to
engage in the team
activity to build positive
synergies and achieve the
goals.
Is your approach a
“can-do” attitude?
Do you demonstrate
that you can help the
team achieve success?
My approach is more of a
can –do attitude, and
towards Sure-Will do
attitude. I have
demonstrated in many a
times to solve complex
issues by learning about
the problem through

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Google and solve it to
help my team.
Do you share
information,
knowledge, and
experience and take
the initiative to keep
other team members
informed?
Yes.
I believe that sharing
wisdom and knowledge
with the team members
build the culture of
learning and
development. It also
motivates and influences
non sharing team
members to come in front
and share their
knowledge for the overall
development of the team.
Do you share open
communication with
the team not just at
formal meetings?
Yes.
I try to create a family at
my work environment and
my team members as my
family. We meet outside
the office and talk freely,

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this helps in building trust
and sheds out any
inhibition between the
team members.
Are you flexible in your
approach and thinking
as teams often deal
with changing
conditions?
Yes.
The prime facia of a good
role model and a leader is
to be flexible and dynamic
and adapt himself to the
changing circumstances. It
helps in better assessing
the situation and coming
up with the idea to
resolve the problem at
hand.
What other areas do you consider important to serve as a role model for others
and enhance the organisation's image for all stakeholders?
Discuss or detail below – according to the instructor
Example Why
Integrity It ensures that the employees has
high integrity towards his job
responsibility and also shows his

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loyalty towards the team and the
organization.
Ethics Ethics are must and should in an
employee; it helps him to become
not only a better individual but also
helps the company in being ethical.
Feedback I believe that feedback is must and
should for development of the team
and the organization.

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Activity 4a
Estimated Time 30 Minutes
Objective To provide you with an opportunity to give example on how to establish and
maintain open communication processes with all stakeholders.
Case Study Suggest your views and detail examples on the following process examples for
effective communication with stakeholders.
Add your own suggestions as well.
Process Your views and examples
Set your vision, objectives,
communication need Setting up of vision, objectives helps
the organization in moving in a
direction as conveyed by the
management. It helps in setting the
tone of the organization.
Determine your communication
strategy as each approach and
circumstance will be different
Openness and transparency in
communication will help the
organization to experience less
resistance to change from the
employees.
Plan for any organisational changes
that may occur when
communicating with stakeholders
Planning for change is important to
reduce the resistance in the
organization. The plan should be to
involve employees in the change
management process and appoint a
change agent to carry out the process.

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Create your communication
implementation plan
A communication implementation plan
can be created by taking feedback form
the employees in an open forum and
work towards the plan of
implementation.
Implement/initiate your process In order to implement and initiate the
process the following steps are
necessary:
 Communicate the plan via
email and in open forum.
 Take feedback from the
employees on the progress and
the plan.
 Evaluate the plan by
monitoring the change.
 Establish the change
management process with least
resistance.
Measure your success
 As required by the
organisation
 In a format that complies
with the legal requirements
for your organisation
 Where appropriate
statements may also be
recorded from stakeholders
 The effectiveness of the change
management and productivity
of the organization
 Compliances are essential to
follow in order to not get into
trouble by the regulatory
bodies.
 This is important as recorded

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as part of open
communication.
 Such as audiotape or
audiovisual (video) devices
feedback helps to follow up on
the points given by the
employees and use them to
track the progress of the
company
Other Other such measures which will help in
establish a communication plan for the
employees and the stakeholders to
communicate change management in
the system.

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Activity 4b
Estimated Time 30 Minutes
Objective To provide you with an opportunity to discuss your workplace communication
procedures.
Case Study In groups of three (3) or as directed by the instructor, discuss your workplace
communication procedures.
Suggested area Your comments and suggestions
Is there a culture of open
communication from
appropriate workplace
senior management to
teams
Yes, a policy of open communication is
established in the workplace with communication
flowing both from bottom to top and vice versa.
What are the existing lines
of communication with
line managers The lines of communication with the managers
are through:
 Mail
 Community group on social media.
 Facebook for Business.
 Phone calls.
 Official watsapp group
Are there an open lines of
communication with your

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work colleagues Yes, the open lines of communication exist also
between the colleagues.
Are all forms of
communications
answered or followed
promptly and
appropriately
Yes, a team of communication specialist ensures
that the proper channels of communication are
used while communicating with the senior
members or the managers.
Activity 4b continued
Estimated Time 30 Minutes
Objective To provide you with an opportunity to discuss your team communication plan.
Case Study Does your workplace have in place a similar team communication plan to that
above, or do you have another format that you can share with the class?
Details Your comments
 The communication plan at my
workplace is more of formal
communication plan with less
usage of social media to
communicate.
 To communicate with the
management, it is always
advised to keep the managers
in loop and not to break the
hierarchy.
I believe that social media can also be
used to communicate by forming
team groups and communities.
In my opinion it is perfectly fine as
the senior management is always
thinking on the strategic moves to
ensure sustainability for the
company.

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 The communication between
the team members is highly
informal and is through the
use of social media and
watsapp group
I would like to bring some formal
attitude in the communication
approach, as there are certain
matters which require formal means
of communication. For example
notifying the team member on some
gap in his work and many more.
Depending on the criticality of the
issues communication channels have
to be used.
Activity 4c
Estima
ted
Time
30 Minutes
Objecti
ve
To provide you with an opportunity to complete a communication checklist.
Case
Study Using an example from your workplace, complete this suggested communication check
list and discuss its findings.
Discuss with the instructor if this activity is to be based on a hypothetical situation.

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Nature of the unresolved issues, concerns and problems raised by team members
The unresolved issue in this case is:
 Some of the team members not communicating the % of task completion and
do not use proper documentation to convey the progress on the task.
 This is brining concern to the team as the task is getting mismanaged due to lack
of documentation and improper use of communication channel.
Discovery
Details of issue Type Raised
by
Date
Raised
Backgroun
d
Priority
(High/Medium
/Low)
Miscommunication/
Improper
communication
Communic
ation
John
Gill
(Team
memb
er)
11/04/2
018
A deadline
of the
project
was missed
due to
improper
communic
ation
High
Action
Communicatio Description Target Status/ Action Final Solution Othe

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n
Assigned to
Resolution
Date
Taken r
The
responsibility
was assigned
to the team
leader
Team leader
was asked to
ensure that a
proper
channel of
communicatio
n is followed
between the
team
members
14/04/201
8
Action was
taken against
the employee
because of
whom the
group
suffered. He
was issues a
warning letter
by the HR and
put in a
communicatio
n training
program
Make the
presentation
and a detailed
training on the
importance of
communicatio
n between the
team
members on
the matters of
strategic
importance,
also to lay
down the
importance
and value of
formal
channels of
communicatio
n.
Describe the follow-up action/s undertaken with line manager/management and
other relevant stakeholders
 The line manager was informed on the missed deadline of the project due to
communication challenges.
 Line manager was requested to hold a one to one meeting with the concerned
person.
 A Google document sheet was created to upload on the Daily work done,
percentage of task completion and comments for the team members.
 Creating a training plan to implement the formal channels of communication in
the organization.

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