Lead and Manage Effective Workplace Relationships

Lead and Manage Effective Workplace Relationships
Assignment on Lead and Manage Effective Workplace
Relationships
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Lead and Manage Effective Workplace Relationships
Scenario 1: AllGo Simulated Workplace
Copy of email sent to team members
September 15, 2019
Marketing Call center, Team BPO-IT
Unit II, AllGo Marketing,
13 Edmondstone Road, Brisbane, Queensland,
Australia 4006
Subject: Discussion on Scheduling Team meetings fortnightly to address key issues
Dear Team,
Hope you all are doing great!
This email is with reference to the meeting that was held between me and John (my manager)
yesterday. I wish to keep you all informed on the aspects that were discussed during the meeting.
While we were reviewing some KPIs related to call center performance, we observed that the
call waiting time for the clients has increased by a considerable 12% over past 6 months. This
issue has been raised by clients as well as call center operators. We have a job on our hands; to
reduce the call waiting time and improve the KPIs.
Having said that, I would like to have suggestions from all of you; whether fortnightly meeting
is an effective method of communicating between all of us or you feel there should be other
robust mechanisms to discuss about the team’s performance. I would request you all to give
your opinion around the same. I feel a robust communication channel would help us address
operational issues more efficiently.
You may send unicasted mails to me with your suggestions for improving the communication
process. Thanks in advance!
Sincerely,
Steve Watson
Team Leader, AllGo Marketing Call Centre

Lead and Manage Effective Workplace RelationshipsDeveloping Strategies
It is very important that the team which is on ground (handling call center operations),
participates in risk and challenge mitigation processes. On these lines, I feel there can be 2 robust
strategies to involve team members in problem mitigation process:
1. We should have a systematic email mechanism of ‘Raising red flags’ in cases of any
issues detected. The team members can raise red flag as soon as they find any work
related issue, at any point of time. The team lead will respond immediately, involve the
same team member to mitigate the issue effectively. Once the issue is solved, the red flag
can be converted into green flag in the system.
2. Another strategy could be to have weekly PMS (Problem mitigation strategy) calls.
Team members can bring their issues on the weekly call and the team lead along with
other team members can brainstorm on those issues and give suggestions. This way the
team would learn on the possibility of occurrence of issues & also ways to mitigate them.
Approach Note
September 15, 2019
The Management
AllGo Marketing, Call Center Division
Looking into the dashboard for KPIs for the last couple of months and holding discussions with
my team members recently, I would strongly recommend to have a robust two way
communication process in place for AllGo. It would be advantageous to involve the employees
in issue solving process as they would have a better understanding about the problem. Also, I
would recommend the management to provide feedback to the employees on the positive or
negative outcomes that we may see by consulting them and seeking their ideas to solve a specific
problem. A 360 degree feedback would be very beneficial for the company and would boost the
morale of the employees. Employee-Management relation would be very transparent and healthy
in this case; which would create exponential value for us and our customers.
Sincerely,
Steve Watson
Team Leader, AllGo Marketing Call Centre

Lead and Manage Effective Workplace Relationships
Scenario 2: Role Play Simulated Workplace
This simulated workplace role play will have following characters:
 Team Leader (myself): Steve Watson
 AllGo HR Team members - fellow class members: Peter, Shane, and Amelia
<The team assembles for a discussion in a room>
Me (Steve): Hello All. How are you guys?
AllGo HR Team member 1: Hi Steve, I am good. Thank You. Pleasure meeting you after quite
some time!!
AllGo HR Team member 2: Hi Steve, I am good as well.
AllGo HR Team member 3: Hey Steve, I am doing well. What about you?
Me (Steve): Great going guys. I am also doing well. I was excited to meet you guys today.
AllGo HR Team member 2: We too, Steve 
Me (Steve): Awesome!! Today, we have all gathered here to discuss on something very unique.
Can anybody guess please?
AllGo HR Team member 3: Is it related to Recruitment and Staff Selection Policy upgrades for
upcoming employees?
Me (Steve): Ohh!! You were so close. Yes indeed. It is related to Recruitment and Staff
Selection Policy upgrades but with a difference this time. It is about understanding the
appropriate recruitment practices for the employees with disability.
Me (Steve): Let me put it in a different way, a bit simpler way. Our company AllGo has decided
to participate in a scheme to hire more and more people with disabilities and has defined a quota
of around 10% new hires to be people who are identified as having a disability. The disability
could be of any type.