Developing Individuals and Teams in Organizations - HR Professionals and their Skills

This document provides insights into developing individuals and teams in organizations, focusing on the role of HR professionals. It discusses the knowledge, skills, and behavior required by HR professionals and explores concepts such as skills audit, personal SWOT analysis, CPD, and personal developmental plan. Additionally, it emphasizes the importance of continuous learning and professional development in driving sustainable business performance.

PROJECT SUBMISSION FORM
This sheet must be submitted with your project. Failure to complete, sign and submit this
form will result in a mark of ‘0’ for the project.
Unit Number & Unit
Title
Unit 35 Developing Individuals and Teams in organisations
Signature: ……………… ……………………… Date: ___________________

Introduction
Developing individuals teams and organizations can be understood as one of the most important
aspect where HR professionals along with top management has to focus on working on main
functional paradigms for building strong management teams. The report will explain professional
knowledge, skills and behaviour which are required by HR professionals and PDP to demonstrate
personal reflection which enhances working behaviour along with skills. Vergin Media is one of
the biggest telecommunication company having wide range of services within telecommunication
and internet globally which has been also been serving consumers with its effective standards and
best acclaimed working parameters. Report explains HPW for contributing to employee
engagement and its benefits and justification using approaches to analyse performance culture and
commitment among various parameters. There is analysis developed on how HPW mechanisms is
used to support innovation within management for gaining stable working efficiency.
Who are HR Professionals? What knowledge, skills and behaviour are required of them?
HR professionals?
Human resources professionals are responsible for recruiting, interviewing and handling payroll
issues, employee benefits and functional administration which further build higher employee
strength. HR professionals must have organization and management skills, ethics of governance and
problem solving expertise where leadership plays an important role to form effective paradigms
where working aspects are functionally strong (Al-Khaled and Fenn, 2020).
What do you understand by a Skills Audit? What role does it play in the personal and
professional development of an employee?
Skill audit plays one of the most essential role in measuring and recording skills of individuals and
groups where main purpose is to identify which skill company management requires within future
and how employees are working towards their responsibilities analysed. Skill audit plays an
effective role in personal and professional development of employees as there is enhancement of
their skills and knowledge which plays a major role in developing functional working standards,
evolving with demand of competencies within industry.
What is a Personal SWOT Analysis?

Personal swot analysis can be understood as framework enables to analyse strengths and
weaknesses, which minimizes risks and develops various possible advantages within future goals
and to analyse various pathways where working advancement is required.
What do you understand by CPD?
CPD can be understood as holistic commitment within professionals working in management
towards enhancing personal skills, proficiency which describes learning activities and enables
learning to become consciously growing proactive experience. The CPW is highly important
working parameter which HR needs to adopt for practical qualifications up gradation within
working scenarios and also develop future patterns for gaining stronger levels of efficiency.
What is a Personal Developmental Plan?
Personal development plan can be understood as process of creating an action plan based on varied
working aspects such as awareness, values by reflecting on personal growth and goal setting,
planning and personal development parameters within personal academic and professional success.
Why is it important to evaluate and reflect on a PDP?
It is important to evaluate and reflect on PDP where it enables personal growth scenarios to
be actively working as one of the major paradigm for developing analysis towards strengths and
weaknesses which develop reflection, to work on future performance levels with high synergy
(Della Torre, 2019).
Good knowledge and understanding of skills within knowledge of skills that enhances new goals for
generating larger quest horizons to keeping up new leveraging scenarios, which will keep
evaluation active on new goals parameters. Practical life of company Vergin media can be analysed
as widely enhanced on various domains within critical scenarios for keeping up practical developed
growth efficacy which also enhances employees motivations
Activity 1a
1) Determine appropriate and professional knowledge, skills and behaviors that are
required by a HR Professional for the job role of __________HR manager_____________ in
Virgin Media.

Activity 1a
1) Determine appropriate and professional knowledge, skills and behaviors that are required
by a HR Professional for the job role of _______________________ in Virgin Media.
JOB ROLE NO 1
Organisation Virgin Media
Employee Name John David
Department: HR department
Position/Job Role: HR manager
Knowledge Skills Behaviour
1
Organization and
planning
HR manger need to have
organizing and planning
skills where it highly
important for developing all
employees planned working
structure.
Professional acumen
2
Technology and industry
awareness
HR manager needs to have
technology and industry
awareness for planning out
training and development
activities with proper
planned structure for
gaining professional
competitive growth.
Dynamic working
behaviour
3 Collaboration and
communication.
HR manager must have
collaboration and
communication skills to
Strong communication
skills

take effective decisions.
4
Data skills and numeracy
HR management must have
data skills and numeracy for
obtaining accuracy within
performance measures
while analysing employees
skills and operational duties
.
Higher academic
knowledge and professional
acumen.
5
Commercial and
professional acumen
HR professionals must have
this skill to work for
company goals formulation,
empower varied ideas and
business evolving demands
in industry.
This will be worked on as
behaviour where there shall
be professional experience
and working innovation.

JOB ROLE NO. 2
Determine appropriate and professional knowledge, skills and behaviors that are required by a
HR Professional for the job role of _______________________ in Virgin Media.
Organisation Virgin Media
Employee Name Samuel Orwell
Department: Marketing
Position/Job Role: Sales marketer
Knowledge Skills Behaviour
1
About recent trends and
taste and preferences of
people.
Time management Positive attitude
2
IT knowledge
Influencing and
relationships building skills
Motivating Behaviour
3
The way people need to be
influenced to do particular
task.
Effective communication
skills
Control over emotions
4
Need to have knowledge
related to the way
relationships need to be
maintained with people.
Listening skills Never prejudge.
5
Situational and conception
knowledge in order to
understand market situation
and take correct decision.
Leadership skills Passive and dedicated
towards particular goals

Activity 1a)
MY PERSONAL DEVELOPMENTAL PORTFOLIO
MY JOB ROLE IS______________ HR manager ____________________
PERSONAL AND PROFESSIONAL SKILLS AUDIT
Knowledge and skills which I consider to be
important for my current job role
My ability rating (1-5)
1 I need to have knowledge related to
information technologies.
2 Knowledge about external changes in
environment such as economic condition and
taste, preferences of individuals .individuals.
3 Communication skills
4 Management skills
5 Interpersonal skills
5
3
4
4
3
Knowledge and skills which I consider to be
important for my future career
My ability rating (1-5)

development/job role
1 Information management
2 Digital skills
3 Knowledge about the way innovative
techniques can be used to manage people.
4 Emotional intelligence
5 Strategic work planning
3
4
2
3
1
Rating:
1 = No current knowledge or skill
2 = Some awareness, but not sufficiently competent to use it
3 = Familiar with and able to use the knowledge or skill
4 = Proficient in the knowledge or skill and able to show others how to use it
5 = Expert, with a high degree of skill and/or comprehensive knowledge
EVALUATION OF MY SKILLS AUDIT(M1)
Knowled
ge, skills
and
behaviou
r
identified
above.
Evaluation of my
Knowledge, skills and
behaviour
1 2 3 4 5
1 From the above it can be
evaluated that I have
knowledge about the way
information or innovative
technologies can be used to
manage people.
✔
2 I am familiar with the
emotional intelligence skills
at the same time ability to
make use of skills to
accomplished particular task
(Doyle and Johnson, 2019).
✔
3 I have learnt from above
analysis that I have to work
towards strategic workforce
planning in order to get
✔

reputable job as HR
manager in specific
organisation.
4 I am unable to control my
emotion that can be act as a
barrier or challenges as post
of HR manager.
✔
5 I have good communication
and management skills that
help me to complete my task
in best possible manner as
HR manager.
✔
SWOT ANALYSIS
STRENGTHS
1 Communication skills
2 Command on digital technologies (Widmann,
Mulder and König, 2019).
3 Ability to influence others
4 Determined and dedicated towards my work.
5 Discipline, trustworthy and creative.
THREATS
1 Professional failure.
2 There may be a person that have more knowledge
than me so it can be threat to my job.
3 Resisting to changes can be threat in my personal
development (Wesselink, 2019).
WEAKNESSES
1 Lack of knowledge
2 Unable to maintained control over emotions.
3 Listening skills
OPPORTUNITIES
1 Get promoted as Human resources manager in
reputable company.
Professional excellence
3 HR manager is needed in all organisation so I have
wide opportunities.
4 Career development
5 Enhancement of skills and knowledge that can be
used to manage people or perform different task.

4 Changes in employment laws and preferences of
people can act as absolute of knowledge thus act as
act on my job.
Personal Development Plan (PDP)
What are my objectives?
(short & long term)
Success criteria What activities/actions
do I need to undertake to
achieve my objectives?
Implementation –how
activities will be applied to
achieve objectives
To improve my existing
skills and knowledge
Success of goals
can be measured
by analysing
overall
improvement in
skills.
I order to improve my
knowledge I should make
use of digital media and
social sites.
By use of social media
To Enhances listening skills
When I am able
to understand
feeling, views,
points of other
individual.
To learn from superior the
way they have good
listening and
understanding skills which
helps them in effective
management. (Goller, and
Paloniemi, 2017).
By working towards enhancing
listening skills.
To have control over my
emotions.
Control my
anger, feeling of
anxiety or have
clam attitude in
adverse situation.
I need to do meditation
and yoga to have control
over my emotions.
By devoting more time and
efforts in doing yoga and
exercise.

Reflective statement
Make a reflective statement whether you need to reset or change your initial objectives of your personal
development plan after critical reflection of your learning experience
No, I does not want to reset or make changes in initial objectives even after preparation of personal development
plan as I will sincerely devote time, efforts and energy to attained my objective.
Activity 1b
REPORT
To: HR Manager
From: Your name (HR Trainee)
Date:
Subject: Inclusive learning and development within Virgin Media for driving sustainable business
performance
1) Analyse the differences between organizational and individual learning, training and development.
What is learning?
Learning is process of acquiring new understandings, varied functional knowledge, skills and values which further
enhances working capabilities in individuals.
What is organizational learning?
Organizational learning can be understood as one of the most creative process of creating, retaining and
developing knowledge and talent within company workforce which further generates working innovation among
company business framework. It improves overtimes and develops knowledge for generating stronger retaining
synergy.
What is Individual Learning?
Individual learning can be understood as process of involving changes in knowledge and behaviour aspects where
there is self growthself-growth analysis worked on for developing future strategies, representation of various keen
scenarios which builds effective structural professional and academic successful growth (Aydo?an and Arslan,
2020.).
11

What is Training and Development?
Training and development at Virgin Media will enable to bring enhanced working aspects among
employees where dynamic skills are trained, development is analysed by leaders at regular intervals which
develops effective working standards.
Differences between the above three.
ORGANISATIONAL LEARNING INDIVIDUAL LEARNING TRAINING & DEVELOPMENT
It is focused on solving company
problems within management, by
reassessing all scenarios where
efficiency at present is lacking.
It is focused on increasing
knowledge and skills to do better
jobs and analysing various
parameters of future growth
opportunities.
Training and development refers to
educational and practical activities
for developing skills in employees
for dynamic planned growth
scenarios.
Have to conduct on regular periods
for being competitively effectively
growing within business industry
Whereas individual learning is an
ongoing process where individual
employees' growth can be
analysed by him or her for
developing fast effective
prominence growth.
Have to be planned in collaboration
with HR and leaders among
management for training employees
to emerge with best working skills,
potentialities.
VerginVirgin Media by organization
learning will be able to work with
fast working innovation and change
with rapid innovation.
Employees growth is the main
outcome in this
Through training and development
employees are able to exercise
growth and productivity which will
benefit employees as well as Virgin
Media.
4) Analyse the need for continuous learning and professional development to drive sustainable business
12

performance
The need for continuous learning and professional development can be understood as one of the major drive for
sustainable business performance metrics as it enables to pool on various working effectiveness among
employees, which motivates their inner goals and also develops company growth. There is formation of vision
and evolving new competitive growth aspects for generating wisdom and new technical innovation within all
paradigms to bring on more profits within Vergin Media as all employees are working with professional working
goals.
1) Apply learning cycle theories (Kolb’s Learning Cycle and Kurt Lewin’s Change model) to analyse
the importance of implementing continuous professional development. (M2)
Kolb’s Learning Cycle
The Kolbe learning cycle is one of the most advanced innovative model which analyses working aspects of
reflective analysis where it is divided in 4 stages namely, concrete, learning , reflective observation and abstract
conceptualization along with active experimentation which enables to pool on varied innovation, higher creativity
and functional growth productively.
Explain
There is varied growth analysed by using Kolb learning cycle where model enables functional exploration of
various new scenarios and exercises growth in academic and professional aspects which enables to gain new goals
formulations in individuals. The Kolb model explains 4 steps in detail where there are various scenarios analysed
within functional scope parameters, where there is concrete experience, reflective observation, abstract
conceptualization and active experimentation involved which enables to form evocative space onto various
measures.
Diagram:
Apply:
13

* Concrete experience: At this level at first there I analysed my present skills within the experience which
broadened my working functional exploration
* Reflective observation: I reflected on the fact that observation made under concrete experience developed
my working horizons, to yield focus onto broaden areas.
* Abstract conceptualization: At this phase all observations made were analysed in abstract where there was
functional analysis developed onto varied scope and segments which enhance new arenas of academic
professional knowledge.
* Active experimentation: At this step actively I experimented my new knowledge learnt and developed my
working future skills.
Business performance horizons can be evaluated widely by developing new informative goal innovation smartly
and also linking company future goals impact fully, for keeping up new growth targets which also raises goodwill
on wider domains strategically.
HPW and its contribution to competitive edge has fairly enhanced new work goals targets informatively on
raising edge o company goodwill scenarios within larger domains, where keen diverse rate of larger scale
functional horizons bring on keen developed efficacy productively.
*
Kurt Lewin’s Change model
This is one of the most effective change model which has been used as one of the most effective model for
bringing on new effective changes within company structure and to develop progressed changes which will
pertain focus onto varied new segments, for implementing effectively.
* Unfreeze: At this step various working aspects which needs to be changed are identified for gaining new
changes within company standards, by bringing on various changes where there is efficiency lacking at
present and needs to be changed (Heilmann, Forsten-Astikainen and Kultalahti, 2020).
* Change: At this step new training given to employees for bringing on successful changes will be
implemented by working on varied infrastructure, paradigms and new scope parameters which will
develop new synergy among management.
* Refreeze: At this step working avenues which have been developed newly are monitored for long term, to
build on effective business framework and technically bring on analysis that Virgin media is able to work
on latest scenarios.
Diagram
14

DISTINCTION(D1)
2) Produce a detailed and coherent professional development plan that appropriately sets out learning goals and
training in relation to the learning cycle to achieve sustainable business performance objectives.
GOAL 1: Where do you want to be professionally? In how many years?
OBJECTIVES: What actions/steps will help you to
achieve the goal 1?
15

1 I will be focusing towards enhancing my practical
knowledge and working parameters where new effective
learning scenarios will be worked on where I aim to
explore various practical learning’s and functionally
gain new working goals.
GOAL 2: Where do you want to be professionally? In how many years?
OBJECTIVES: What actions/steps will help you to achieve the goal 1?
1 I within future for becoming head in marketing
department will be learning new marketing concepts and
also focus onto working theories practically, where
varied new working aspects are analysed to develop my
learnings forward.
Activity 2
Apply knowledge and understanding to the ways in which high-performance working contributes to
employee engagement and competitive advantage.
16

REPORT
To: Director of HR
From: Your name (Learning and Development Consultant))
Date:
Subject: HPW and its contribution to Employee Engagement and Evaluation for different
Approaches to Performance Management.
* Explain what is HPW?
High performance working can be understood as one of the most effective approach within company that aims for
generating stimulating functional scenarios where new commitment to achieve higher levels of performance is
analysed. Goal achievement, people professional progression and leadership goals are the most significant aspects
which enables to build new goals, scope among company paradigms which will develop new yearning focus for
Virgin Media to reach.
* How does HPW contribute to Employee Engagement
High performance working enables to contribute employees engagement as one of the most important working
scenario for gaining new functional goals where brainstorming sessions, seminars and various innovative
solutions also play an important role to deliver growth productivity.
* What are the benefits of HPW? In Virgin Media, does it improve employee competitive advantage?
HPW has benefits of employee engaging scenarios, where they enable to keep stable turnover rate where all
employees feel motivated and work with vision integrated working behaviours, which enable to pool in
innovation along with creativity, wider dynamic keen scenarios. Virgin media will be able to develop competitive
advantage among employees where new ideas and synergies of new functional demands enable to develop long-
lasting industry goodwill.
EXAMPLE OF A SITUATION
If Virgin Media is bringing on new services for consumers, training and development parameters shall be
actively explored by company for bringing on varied services among consumers and to yield focus within new
scenarios where various new functional scope shall be analysed.
17

Its benefits with justifications to a specific organizational situation within Virgin Media to improve
employee competitive advantage. (M3)
HPW will enable Virgin Media to improve employee competitive advantage where it will enable to keep all
employees highly trained and focused for generating wider synergy by analysing varied segments where new
goals' efficacy is high. HPW keeps employees vision and motivation at pace with company goals for gaining new
working demands at time and also to generate new working paradigms, which promote goodwill and revenue
standards (Rao-Nicholson, Khan and Tarba, 2020).
Evaluate ways in which performance management, collaborative working and effective communication can
support high-performance culture and commitment
It can be critically analysed that performance management, collaborative working and effective communication
have contribute in high-performance culture and commitment. As employees are satisfied and happy when they
are provided working environment where they can freely and openly communiacte with each other on various
aspects (Diamantidis and Chatzoglou, 2019). Virgin Media, HR manager ensure that employees work in team and
continuously share their idea and views to each other as it helps in brining innovation, high-performance of
employees and increase in their commitment level.
Identify the different approaches to Performance Management?
Performance management is an ongoing process in which manager continuously plans, control and
monitor performance of each employee so that corrective action can be taken. There are different approaches for
performance management that are used by Hr manager of Virgin Media in order to developed work culture that
have highly committed employees.
Collaborative working: It is one of the performance management approaches that is used by Virgin Media HR
manager in order to improve performance of employees and achieve goals of firm. HR manager by ensuring
collaborative working practices is able to motivate individuals to work as a team rather than single for
achievements of common goals (Riemer, Schellhammer and Meinert, 2019). Manager continuously ensure that
employees are working coordinately rather than fighting with each other on several topics.
360 DEGREE FEEDBACK: It is best approaches for performance management as feedback from all sources are
taken in order to find actual performance and standard so that corrective action can be taken for benefit of firm.
HR manager of Virgin Media takes feedback from leaders or superior, employees that are working at different
level to find accurate information about performance of employees and their existing problem. Thus, manager on
18

the basis of feedback make changes in its strategies and find the best possible action that can be used to improve
performance of employees.
CONTINUOUS IMPROVEMENT: HR management of Virgin Media also emphasis on continuous
improvement in technologies, motivational techniques and organizational culture so that changing needs of
employees can be meet and company can get competitive advantages (Performance Management: Concepts &
Definitions, 2020sa). It continuously find new and innovative method to improve performance of employees so
that task can be performed in better manner and goals of firm can be achieved. Thus it have contributed in high
performance and employees engagement.
COMMUNICATION AND CLARITY: Communication helps in effective exchange of information from one
person to another thus help in enhancing existing learning skills of individuals. Manager by effectively
communicating and clarifying employees about the task and responsibilities or roles that they need to perform in
the organization can contribute in better achievements of company goals.
TRAINING AND SKILLS DEVELOPMENT: There are various training and development programs organized
by company to enhance existing skills and capabilities of individual so that they can performed task in best
possible manner (Rusu, Avasilcăi and Huţu, 2016). Training and development of skills helps person to easily and
quickly complete its task within minimum number of errors and mistakes thus helps in delivering best services to
customers. Thus helped in enhancing their performance level and creating high culture performance organization
environment.
Evaluate the effectiveness of the approaches mentioned.
From the above analysis and discussion, it can be stated that training and skills development is best
approach that can help in effective management of performance and achievements of goals. Employees by
learning the way particular task need to perform get motivate to put their best efforts so that company can gained
competitive advantages in external environment.
How do these approaches support High performance Culture at Virgin Media?
These approaches support high performance culture at Virgin media by developing new functional
standards of efficacy and new competencies which will enable higher growth within revenues scope to reach
wider profits to be reached on.
EXAMPLE1
19

Virgin media by working on high performance culture will be able to gain new working operation efficiency
where operations are more programmed to be competitively developed within wider keen goals and to leverage
parameters of wider demands.
Critically evaluate the different approaches to performance management and make judgments on how
effective they can be to support high performance culture and commitment. (M4)
Key performance indicators (KPIs) and metrics are the most innovative approaches for performance management
Paradigms which develop employee performance growth and also generate new working demands for larger
working scenarios, within innovation culture and commercial commitment to explore rapidly. Performance
appraisals are also an important approach of management which enables to form motivation within their
working parameters and to yield long term turnover with high potentialities.
DISTINCTION(D2)
1. Provide valid synthesis of knowledge and information resulting in appropriate judgment on how
HPW and mechanisms used to support HPW lead to improved employee engagement, commitment and
competitive advantage.
The knowledge and information gained from new HPW mechanisms enable to improve employee
engagement, commitment and competitive advantage as all employees within Virgin media will be able to gain
new working innovation. Explore varied new working aspects of new functional scenarios where brainstorming
sessions enable to generate wider dynamic operational strengths and to yield focus within wider demands of
industry which will also enable ton gain goodwill and profits. There has been identified scope enhancement
among varied new keen paradigms to learn wider gaining goodwill demands and to exercise new working
parameters where varied new segments must be exercised (Suksod and Cruthaka, 2020).
CONCLUSION
It can be concluded from above report that learning is important process that helps in enhancing skills and
knowledge of individual so that it can perform task in effective manner. The report has contributed in
understanding knowledge skills and behaviours that need to be present in individual to complete its task. Different
approaches of HPW contributed in engagement of employees so that company can gained competitive advantages.
At last, it can be stated that organization culture helps in motivating employees to enhance their overall
performance and productivity for growth and success of firm.
20

REFERENCES
Books and journals
Al-Khaled, A.A.S. and Fenn, C.J., 2020 THE IMPACT OF STRATEGIC HUMAN RESOURCE
MANAGEMENT PRACTICES ON ORGANIZATIONAL PERFORMANCE.
Aydo?an, E. and Arslan, Ö., 2020. HRM practices and organizational commitment link: maritime
scope. International Journal of Organizational Analysis.
Della Torre, E., 2019. Collective voice mechanisms, HRM practices and organizational performance in Italian
manufacturing firms. European Management Journal, 37(3), pp.398-410.
Diamantidis, A. D. and Chatzoglou, P., 2019. Factors affecting employee performance: an empirical
approach. International Journal of Productivity and Performance Management.
Doyle, A. M. and Johnson, K. R., 2019. A Revisit of the Learning Organisation: Is It Time?. Journal of
Information & Knowledge Management, 18(03). p.1950030.
Garg, N., 2019. High performance work practices and organizational performance-mediation analysis of
explanatory theories. International Journal of Productivity and Performance Management.
Goller, M. and Paloniemi, S., 2017. Agency at work, learning and professional development: An introduction.
In Agency at Work (pp. 1-14). Springer, Cham.
Heilmann, P., Forsten-Astikainen, R. and Kultalahti, S., 2020. Agile HRM practices of SMEs. Journal of Small
Business Management, pp.1-16.
Rao-Nicholson, R., Khan, Z., and Tarba, S.Y., 2020. The contingent role of distributed leadership in the
relationship between HR practices and organizational ambidexterity in the cross-border M&As of
emerging market multinationals. The International Journal of Human Resource Management, 31(2),
pp.232-253.
Riemer, K., Schellhammer, S. and Meinert, M., 2019. Collaboration in the Digital Age. How Technology Enables
Individuals, Teams and Businesses. Cham: Springer International Publishing (Progress in IS). Online
verfügbar unter http://dx. doi. Org/10.1007/978-3-319-94487-6.
Rusu, G., Avasilcăi, S. and Huţu, C. A., 2016. Organizational context factors influencing employee performance
appraisal: A research framework. Procedia-Social and Behavioral Sciences, 221. pp.57-65.
Suksod, P. and Cruthaka, C., 2020. The Relationship between Human Resources Practices and Organizational
Performance in Pharmaceutical Industry of Thailand. Systematic Reviews in Pharmacy, 11(3), pp.67-
76.
Wesselink, R., 2019. Facilitating Team Learning in Organisations. In Handbook of Vocational Education and
Training: Developments in the Changing World of Work. Springer.
Widmann, A., Mulder, R. H. and König, C., 2019. Team learning behaviours as predictors of innovative work
behaviour–a longitudinal study. Innovation, 21(2). pp.298-316.
Online
Performance Management: Concepts & Definitions, 2020, [Online]. Available Through:
<https://hr.berkeley.edu/hr-network/central-guide-managing-hr/managing-hr/managing-successfully/
performance-management/concepts>.
21