Developing a Performance Plan for Work Team

This assessment task requires you to develop a performance plan for a work team based on a simulated business scenario. You will establish the team purpose, roles, responsibilities, and accountabilities, and develop expected outcomes, key performance indicators, and goals for the team.

BSBWOR502
Ensure Team Effectiveness
Assessment 2 Practical Project
RTO:
LET Training and
Consultation Services Pty
Ltd
Document: BSBWOR502 Assessment 2

Learner Instructions
To demonstrate competency for this Unit of Competency, you are required to complete and submit the
Learner Workbook.
This workbook contains one (1) Practical Project, ALL of which must be answered in full (i.e. all
component parts of EACH question must be answered).
You MUST:
 Answer all parts of tasks in the spaces provided, unless otherwise directed by or negotiated
directly with your assessor;
 Clearly identify which part of the question your response relates to (where applicable).
 Attach required documents at the end of this workbook as specified in the tasks.
You will be assessed on its effectiveness and accuracy in:
 Demonstrating the knowledge and understanding required by the question;
 Communicating ideas and information using relevant workplace examples and industry
terminology;
 Presenting a logical, cohesive, correct and complete response
 Answers to all questions and their component parts (i.e. 100% of all questions) must meet the
stated assessment criteria to be deemed to have satisfactorily completed this assessment
task.
Need assistance?
Please contact your trainer for learning and assessment support.

Learner Details
Assessment – BSBWOR502 Lead and manage team effectiveness
Please complete the following activities and submit this workbook via your online learning account
under the unit of BSBWOR502 Lead and manage team effectiveness.
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.
Important notes:
1. You must make declaration from above to ensure that the completed assessment is your own work.
2. Assessment submitted without declaration will not forward to the assessor for marking.

Project Task 1: Development a performance plan for the work team
Performance objective
In this assessment task, you will demonstrate the skills and knowledge needed to develop a
performance plan for the work team.
Assessment description
For this assessment task, you are required use provided simulated business scenario to establish the
team purpose, roles, responsibilities and accountabilities in accordance with organisational goals,
plans and objectives. You will then need to develop a performance plan to establish expected
outcomes, outputs, key performance indicators and goals for the work team.
How to complete this task
1. Read the learning module section 1 and the simulated business scenario – Appendix 1, aim for
team effectiveness improvement. Ensure you have good understanding of the learning material
and the scenario, including the business objectives, strategies and current operational plan.
2. Prepare a briefing document to establish the team purpose, roles, responsibilities and
accountabilities in accordance with organizational goals, plans and objectives. This document
should be appropriate to distribute to team members as a consultation process to establish a
common understanding. Use the answer sheet provided - Appendix 2.
3. Develop a performance plan to establish the expected outcomes, outputs, key performance
indicators (KPIs) and goals for the work team. Use the template provided – Appendix 3.
4. As the team manager, you need to consult with your team members, when developing
performance plans, for the team that (provided in the scenario) you manage, identify the
methods you will use to consult with the team in developing team performance plan. Use
provided template - Appendix 4 to develop a team consultation plan, include:
a. Team members: identify each team member by their job title;
b. Consultation methods: select appropriate consultation methods according to OZ-plus’s
policy.
c. Outline the list of what to be consult with: for example, clarifying organizational and team
goals, clarifying individual responsibilities and accountabilities ;
d. Outline the timelines: the timelines must in accordance to OZ-plus Operational Plan.
5. Outline what strategies you will use to support team members in meeting expected
performance outcomes. These strategies should address any formal and informal learning
opportunities. Use the answer sheet provided – Appendix 5.
6. Submit your written reflection and supporting documentation in accordance with specifications
above.
Submission Checklist and Specifications
You must submit a completed:
1. □ Briefing document of team purpose, roles, responsibilities and accountabilities.

2. □ Team performance plan
3. □ Team consultation plan
4. □ Strategies to support team to meet expected performance outcomes.
Your assessor will be looking for evidence of:
Consult team members to establish a common understanding of team purpose,
roles, responsibilities and accountabilities in accordance with organisational goals,
plans and objectives
Develop performance plans to establish expected outcomes, outputs, key
performance indicators (KPIs) and goals for work team, include:
Support team members in meeting expected performance outcomes

Appendix 1: Simulated Business Scenario
Overview
Executive Summary
OZ-plus has 150 retail, online and phone sale outlets that sell a range of exclusive products
across Australia that are branded as OZ-plus.
The business provides its customers with high quality and innovative products and services.
Wherever possible we provide our customers with a ‘green’ solution and service. We employ
sustainable business practices.
OZ-plus Mission
OZ-plus is committed to:
providing high quality and innovative products and services to customers
meeting the changing needs of customers
offering innovative product solutions
delivering speedy and personalised service
employing professional and enthusiastic staff
providing clean and ‘green’ products and services
adopting sustainable work practices
undertaking continuous improvement processes.
OZ-plus is known for its enthusiastic and inclusive culture. OZ-plus seeks to maintain
professional and well-supported staff.
Business plan objectives
In 2015–2020 OZ-plus will consolidate its position in the market as a lead retailer for ‘green’ and
sustainable solutions for high quality exclusive products.
To do this, OZ-plus will focus on the following business goals:
Financial stability:
1. Increase revenue by 15% (compared to the previous 12 months) by the end of the
financial year
2. Maintain annual profit levels of 15% of revenue for all products and services, calculated at
the end of each financial year
3. Reinvest 75% of profit back into the business at the end of each financial year
Market position:
4. Maintain the number one rating in the annual national industry customer service awards
5. Launch new high quality exclusive consumer products to meet customer demand, ahead
of competitors, within budget and by the agreed deadlines
Right people:
6. Provide induction training at the commencement of employment to train new employees
to be knowledgeable, helpful and enthusiastic
7. Provide the physical, human and time resources to support an annual professional
development program for all OZ-plus employees
Keys to success
Success will be dependent upon:
 Exceptional product and service quality
Each store will maintain its establishment base of full-time equivalent employees. All of
these staff will have formal retail qualifications and be provided with internal product and
service knowledge training

Each store will be fitted out to display the full range of the exclusive products from the
current OZ-plus range to provide the opportunity for sales staff to learn and fully
demonstrate their features.
The product delivery service provided is recognised as part of the OZ-plus brand.
Time-efficient and cost-effective development processes
Communication systems are in use to reduce travel and time commitments of outlet
managers.
Expert and knowledgeable staff
OZ-plus employs multi-skilled retail sales staff capable of providing after sales product
support to customers.
Consultation Strategy
Stakeholder Role in the problem Objective Consultation method
Senior
management
team
Made the decision to
increase sales by 15%
annually
Keep
informed
Feedback session
Email communications
Newsletters
Videoconferencing
Outlet manager
Develop an operational
plan and implement the
plan to increase sales
in their outlet
Implement
plan;
Consult
Staff meetings Outlet
manager meetings via
videoconferencing Interviews
Sales staff
Implementers of the
plan to achieve the
intended results
Consult;
Keep
motivated
and engaged
Meetings
Feedback sessions
Online and phone
outlets
Provide sales not
supported through
retail outlets
Consult
frequently Videoconferencing
Major customers
People who make
major purchases of
OZ-plus products
Consult
Phone calls
Personal visits
Email communication
Newsletters
customers
People who make
small purchases of OZ-
plus products
Obtain
feedback
Email communication
NewslettersTo provide a
delivery service and
provide brand recognition
Recruitment
agency
Involved in recruiting
staff Consult Meetings

Operational Action Plan (July–September)
Operational
Action Plan:
July–September
Activity
(What is to be done?) Objective
(Why will we do it?)
Resources
(Where will it be
done?)
Procedures
(How will it be done?)
Responsible
person
(Who will do it?)
When? Budget KPI
Revisit sales budgets
and develop outlet-by-
outlet sales strategies
that add onto the
national sales strategy
To increase the sales of the
services component of the
business by 15%
by 30 June
It will be done
across the 150
outlets
Update each outlet’s sales
budgets to reflect the increased
targets.
Each outlet is to develop a sales
strategy to support the new
targets.
Outlet managers 30 June
$3,000,000 total
and needs to be
supported by a
business case from
each store
The retail sales of the
business increased by
15% by the end of the
financial year
Acquire additional
resources – video-
conferencing
equipment.
To facilitate communication
between all retail, online and
phone outlets and reduce
travel time and costs.
Install a multi-
channel dedicated
video- conferencing
facility at each
outlet.
Contact OZ-plus IT service and
support to arrange for supply and
installation.
Allocate costs back to each outlet.
Outlet managers 31 August $5,000 per outlet
All video- conferencing
equipment installed by 31
August
Acquire additional
resources – delivery
van.
To provide a delivery service
and provide brand
recognition
Purchase a new van
for each outlet and
detail it with the
marketing logo
Contact suppliers, obtain quotes
and purchase the required delivery
van.
Contact sign-writers to have
marketing decals attached to the
vans.
Head office
marketing manager 31 July $50,000 per outlet
Delivery van purchased
and decals attached by 31
July
Reorganise fixtures
and fittings – retail
outlet.
To create additional space
for installation of
demonstration products
It will be done
across the 150 retail
outlets.
Have plans drawn up for each
retail outlet.
Hire local shop fitters and
installers for each sales region.
Head office sales
manager
Retail outlet
managers
30
September $10,000 per store
All stores to be fitted and
operational with current
OZ-plus range of product
by 30 September
Train sales staff to
provide after sales
product support
To multi-skill retail product
staff and to improve the level
of after sales product
support
It will be done
across all the 150
retail outlets.
Deliver training programs Retail outlet
managers 31 August
In house. Additional
resources available
but a business case
is required.
All existing retail product
staff training in multi-
skilling completed by 31
August
Maintain full staffing
capacity through rapid
recruitment to fill
vacancies.
To maintain and increase
sales capacity by recruiting
new staff as soon as existing
positions are vacated
Thirteen new full-
time sales staff will
replace staff
vacancies in
Sydney, Melbourne
and Adelaide CBD
stores.
OZ-plus recruitment procedures
Outlet managers
Recruitment agency
31 August
$2,000
recruitment costs
per vacant position
13 new sales staff
employed, inducted and
trained by 31 August

To provide a delivery service and provide brand recognition
Risk
The strategic objective can be attained by acquisition of effectual workforce along with this, it is
important to train them by which they can render their services as per goals and objectives of
business. For this, it is mandatory to acquire a new staff and enhance their skills as per the needs
in after sales products that are supported by 31st August. If in any case there is lack of budget then
5% additional amount is being kept which can be used like training cost.
It is responsibility of outlet manager to monitor progress with respect to KPIs which are being
formulated and review the plan on continuous manner.
Approvals
Name Position Signature
Rose Smith Chief executive officer
Tracey Marshall Managing director: Retail
operations

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Appendix 2: Team Briefing Document
OZ-plus Team Briefing
Team purpose:
The purpose of the team of OZ plus is to provide innovative and sustainable
products and deliverable to the customers in accordance to the demands of the
product in the market. The team comprises of retail outlet manager, head office
market manager and sales manager that are with specific roles and responsibilities
towards the objective of the organization.
Roles:
Role of retail outlet manager The role of the retail outlet manager is to increase the services and sales of
the organization by a percent of fifteen percent. This is the duty of the
manager to recruit the multitalented product employees to enhance the
standard of after sales of the product and provide support. It is the duty of the manager to maintain and enhance the capacity of sales
by hiring new employees as soon as the existing positions become vacant.
In addition to this outlet manager is also liable for development of
operational plan through whose assistance employees can carry out their
operations. In addition to this, they need to oversee execution of plan by monitoring the
activities which are being carried out through which overall sales can be
enhanced by 15% within a year. To facilitate communication between all retail, online and phone outlets and
reduce travel time and costs.
Role of head office market manager It is the role of the head office market manager to provide delivery service of
products to the customers and ensuring brand recognition. It is the duty of
the manager to create additional space for the demonstration and the
installation of the products. That is, the company should launch innovative product in the market but
that must not create any environmental hazard. The population should get

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the advanced products not only in the present but also in the future.
Role of head office sales manager
The role of the head office sales manager is to create additional space for
installation of demonstration products.
Responsibilities:
Responsibility of retail outlet manager
 The responsibility of the retail outlet manager is to follow the procedures in such a
way that it could meet the motto of the organization.
 The sales of the products should be done by the manager by engaging the
employees to accomplish the task. The workforce should also mention to the
manager of the firm in case it encounters any problem which restricts him to meet
with the success of the organization.
 Outlet manager needs to develop as well as interact organizational plan which
must comprise KPIs (Key Performance Indicator) of outlets and monitor
performance of outlet in context of KPI that have been agreed on.
 In addition to this, they also need to maintain an enhanced base of employees who
possess qualifications with respect to retail as well as training is being provided to
them on the basis of internal services and products they have to furnish.
Responsibility of head office market manager
 It is the responsibility of the head office market manager to assure that the
procedures undertaken by the firm should be abides by the rules and regulations of
the government.
 It is responsibility of head office market manager to evaluate the strengths and
weakness of the employees and promote and rectify, simultaneously.
 Head office market manager is liable for ensuring that content which is being used
and media utilized for marketing of services is apt as well as it as per certain
policies & procedures through which someone might not get impacted.
Responsibility of head office sales manager
 It is the responsibility of the head office sales manager of the company to ensure
meetings whenever necessary to resolve issues and conduct strategies. The
manager should organize training programs such that the employees can
understand the objective of the organization and do the steps accordingly.
 Sales manager is liable for setting up target and formulates the plans which will
enable them to render appropriate guidelines through which employees can carry
out their operations.

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 Furthermore, sales manager are also liable to monitor the performance and have a
view of how each employee of sales department is carrying out their work. This
enables them to attain their sales target.
Accountabilities:
Accountability of retail outlet manager The accountability of retail outlet manager is to provide the recruitment of
the employees, providing training to the workers, supervising and providing
appraisals to the staffs of OZ plus. Retail outlet manager need to make sure that operational plan has been
interacted to all outlet staff and it is being permitted by senior or head office.
Along with this, OZ-plus recruiting process must be utilised by them for
recruitment of new workforce.
Accountability of head office market manager The head office market manager is liable for handling different works within
the firm as per organisational culture to ensure that services are being
delivered as per required standards. They are accountable for identification of needs of market and ensure that
they accomplish those.
Accountability of head office sales manager This the person who is having the responsibility for guiding and leading a
team of sales person in the organization. Sales manager are liable for makings sure that each employee follow the
policies as well as procedures which are being formulated so that
operational plan can be followed according to the requirements.

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Appendix 3: Performance Plan Template
Performance improvement and development plan
Performance relates to an employee’s ability to undertake and satisfactorily complete the duties of
their position description and their compliance with the OZ-plus code of conduct.
Participants
Employee name Henry Wilson Position Sales staff
Manager/Supervisor name Ana Joseph Position Outlet manager
Senior manager name Andrew Position Senior Manager
Work area Operations
Review period
Performance improvement period: From _30_/_06_/_2019_ to _31_/_09_/_2019_
Performance will be reviewed: [fortnightly/weekly] commencing _10th July_/_12th
August_/_10th September_
Review will be documented in a performance
improvement review report completed by the
supervisor/manager
Final review will be conducted on: _23_/_09_/_2019_
Note: The employee must note that, where performance expectations are not being met without
satisfactory reason, OZ-plus may commence disciplinary processes, which may include termination.
Responsibilities
Employee responsibilities:
Meet the performance expectations outlined in this document.
Report immediately to the manager/supervisor any circumstances that may impact the employee’s
ability to meet the expectations.
Manager/supervisor responsibilities:
Conduct [fortnightly/ weekly] review meetings for duration of the plan.
Document progress in a performance review report.
Provide honest, constructive, timely feedback and reasonable support on an ongoing basis.
Identify and provide any additional and reasonable resources, training and assistance the employee
requires to achieve a satisfactory performance.
Senior manager responsibilities
Ensure the process identified in this document is adhered to in accordance with the principles of
natural justice, namely:
the decision maker is free from bias, objective and has no personal interest in the matter being decided
the employee is advised of the allegations and has the opportunity to present their case before a decision is
made.
Address any issues that arise from this process.
Performance issue/s being addressed

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This section should note the current performance issues that are to be addressed within the
performance improvement plan.
Emotions of team members create negative impact on overall performance of a team or
organisation on the whole.
Inappropriate information related with market will disrupt the products which are being
furnished by organisation.
Sales margin will be declined as needs and expectations of probable customers are not
acknowledged.
Queries raised by customers needs to be addressed in an affirmative manner as it will lead
to deficiency in performance.
Performance expectations and assessment
This section should clearly outline the performance expectations that need to be achieved (the
position description and OZ-plus code of conduct should be used as a minimum performance
standard). The strategies, actions or tasks to achieve the performance expectations should be
realistic, clear and measurable. The agreed performance indicators, outcomes and/or time frames
should be achievable and monitored during each review meeting.
Performance
expectations
(What needs to be
achieved)
Agreed performance
indicators/Required outcomes/Time
frames
(How are the required outcomes going to
be measured)
Strategies/Actions/Tasks
(How is this outcome going to be
achieved, including training,
coaching to be provided)
This aids operation
manager within
development of
operational plan which
comprises of KPIs
through proactive
input.
Illustrate demonstration of
understanding of operational outlet
plan.
Carry out meetings to ensure that
plan is being carried out by
analysing the performance each
week. This has to be done up to
31st August.
Attendance sheet must be
signed by each member of
the team this also includes
meetings with respect to
project. Furthermore,
performance of the outlets
operational plan must also be
discussed.
Signatures:
Employee Senior Management Team
Signature Date _30_/_09_/_2019_
Manager/Supervisor Outlet Manager
Signature Date _30_/_09_/_2019_

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Performance improvement review report
Review
The performance improvement plan commenced on: _30_/_06_/_2019_
The final review was conducted: _30_/_09_/_2019_
Review outcome
Note: Include whether the performance expectations were met or were below the required
expectation. If the performance expectations were below the requirement, then an explanation should
be included in the review comments.
Performance expectations
(What needs to be achieved)
Agreed performance
indicators/Required outcomes/Time
frames
(How are the outcomes measured)
Review comments
(Meets expectations/Below
expectations)
It is needed by the retail
outlet manager to
rearrange the fixtures
and fittings along with
the outlet of the retail.
This is the responsibility of the
outlet manager to arrange all the
existing retail product employee
training in multi-skilling that
needs to be completed by
31August.
It is expected from the
manager to train the multi-
skill retail product employee
and to advance the standard
of after sales product help
Employee comments
 Review met expectations Meets expectations – Include in the employee’s
performance appraisal and development plan the agreed
actions in the instance that there is a reoccurrence of
performance that is below expectation.
 Review did not meet expectations Below expectations – Disciplinary action may be
necessary. Consult HR.
Signatures
Employee Sales Staff
Signature Date _30_/_09_/_2019_
Manager/Supervisor Outlet Manager
Signature Date _30_/_09_/
_2019_
Senior manager Senior Management team
Signature Date _30_/_06_/_2019_

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Appendix 4: Team Consultation Plan Template
Team
Consultation
Plan
Team member
(individually or
team base)
Consultation activity Consultation strategy When?
Method to provide
feedback on
consultation
Head office
market
manager
Meeting
To contact
with the
suppliers,
obtain the
quotes
and buy the
needed
delivery van.
Ensure
contact with
the sign-
writers to
ensure the
marketing
details that are
attached to
the
vans.
31st July,
2019. Email
Retail Outlet
manager
Staff
meeting/Worksh
op
Develop an
operational plan
and implement the
plan to increase
sales in their outlet
by 15% on last
year’s sales
performance.
30th
November,
2019
Email,
telephone, face
to face, meeting
Head office
sales
manager
Workshop To establish
additional space
for the
establishment of
30th
September
, 2019
Meeting and
telephone

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demonstration of
the products.

To provide a delivery service and provide brand recognition
Appendix 5: Task 1.5 Answer Sheet – Strategies to support team
Strategies to support team meet
expected performance outcome
Strategies:
 Team leader is liable to keep purpose, goals
objectives always fresh in mind like boost up
revenue by 15% this will lead to employees to
have new ideas through which goals can be
accomplished.
 Manager needs to render continuous, significant
and meaningful feedback to team members
through which enhanced performance can be
derived through which brand recognition can be
attained.
Formal learning
opportunities/requirements
:
 The regular meetings has to be carried out which
will enable each member to share their
viewpoints and learn from others in terms of if
things are carried out in this manner then it may
lead to better results.
 This will assist them to learn from past mistakes
which are being discussed and improvisations
can be implemented with respect to future
learning. In addition to this formal training can be
rendered through which objectives of OZ plan
can be attained.
Informal learning
opportunities/requirements
:
Sales manager of OZ Plus can carry out sales program
for rendering in-house training to enhance their skills as
well as learn about new products which are being
produced by organisation.

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Project Task 2: Develop and Facilitate and Team Cohesion
Performance objective
In this task you will demonstrate the skills and knowledge needed to develop and facilitate and team
cohesion.
Assessment description
For this assessment task, you will need to outline the strategies use to encourage team members to
participate in and to take responsibility for team activities; and develop policies and procedures of how
the organisation supports or implements processes to develop and facilitate team cohesion, or to
allow team members to take responsibilities for their own work.
You also need to outline your leadership techniques and strategies you would use to provide
feedback and encourage, value and reward members; process to ensure issues, concerns and
problems recognised and addressed.
How to complete this task
1. Read learning module section 2 and the simulated business scenario – Appendix 1.
2. Outline the strategies you will use to encourage team members to participate and take
responsibility for team activities, including communication processes. Use the answer sheet
provided – Appendix 6.
3. OZ-plus has no policies and procedures that outline how the organisation supports or
implements processes to develop and facilitate team cohesion, or to allow team members to
take responsibility for their own work or assist others to perform required roles and
responsibilities.
You are required to draft a policy and a set of procedures that would achieve this. It may be
relevant to utilise information that has already been documented in completing Task 1 and
above. Use the answer sheet provided – Appendix 7.
4. There is a formal feedback process that is documented in the performance improvement plan
template (Appendix 2). Senior managers feel this form is not appropriate as a mechanism to
provide feedback to team members that encourages, values and rewards individual and team
efforts and contributions.
You are required to outline what leadership techniques and strategies you would use to provide
feedback and encourage, value and reward members of your team. Use the answer sheet
provided – Appendix 8.
5. Identify and outline the process that you would use to ensure that issues, concerns and
problems identified by team members are recognised and addressed. Use the answer sheet
provided – Appendix 9.
6. Submit your writing reflection in accordance with the specifications above.

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Submission checklist and Specifications
You must complete and submit:
1. □ Strategies to encourage team members to participate team activities and take
responsibilities
2. □ Policy and procedures to develop and facilitate team cohesion
3. □ Leadership techniques and strategies use to provide feedback
4. □ Process use to ensure that issues, concerns and problems are recognised and
addressed
Your assessor will be looking for evidence of:
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
Provide feedback to team members to encourage, value and reward individual and team
efforts and contributions
Develop processes to ensure that issues, concerns and problems identified by team
members are recognised and addressed

To provide a delivery service and provide brand recognition
Appendix 6: Task 2.2 Answer Sheet – Strategies to Encourage Team Participation
Strategies to Encourage Team Participation
Outline the strategies you will use to encourage team members to participate and take responsibility
for team activities, including communication processes.
Strategies to encourage team participation
It is crucial that each individual must be provided with opportunities through which they can
contribute within planning, decision making as well as other operational aspects. This will
enable them (team members) to contribute within operations of the OZ plus. Team leaders
as well as managers are liable for rendering team members to contribute within effectual
operations of OZ plus. In this context, strategies have been illustrated below:
 Consensus: This takes place when team decisions are being agreed upon by
employees. It results when team expresses their problems as well as compromises
are made. The benefit rendered by this are that each individual is being involved
within this. As each one will be involved and innovative results will be yielded as
decision will be received through mutual understanding. For this, it is crucial to
clarify issues, explore them, develop an agreement and ensure that outcome from
concurrent is being attained.
 Voting: The classic majority approach is being utilized where majority will rule
and decisions will be formulated. The major benefit that is rendered through this
is that it will lead to decisive as well as quick response. Majority has to be
decided with respect to votes through which each individual will be provided with an
option where they can share their viewpoints.
 Formulate clear goals: The goals must be formulated by keeping in mind the
objectives which have to be attained. In this case, it is enhancement of sales by
around 15% for expansion of their business as well as be the market leader. This
will enable team members to acknowledge their roles and responsibilities as well
as understand what they have to do.
Strategies to make the team members take the responsibility of the team activities
A team is one which participated together to attain a common goal. The level of
commitment of individual acts as key determinant that is liable for ensuring that team is
able to attain their goals. Team leader is liable for furnishing regular opportunities for team
members with respect to contributions made by them for attainment of goals. The
strategies or principles related with this are specified below:
 Focus: Teams must share a clear goal which is liable to directly link towards
organisation goals. In the team, each individual have to be transparent with respect
to roles as well as responsibilities they have to carry out and have appropriate
agreement of standards along with expectations.
 Influence: Team must be able to create an impact as well as control the entire
system of activities and how their goals can be attained. Along with this, team
members also create an impact on those with whom they are working. Holding
teams together will yield for accumulated outcome.
 Consequences: If team is responsible for each other then they are also liable for
taking responsibilities of consequences which are being caused by their actions.
This implies that entire team is accountable for performance and ensuring that they
attain their goals in timely as well as accurate manner. Within the team-based firm,
correcting as well as coaching of individual is crucial with respect to performance
issues like team responsibility must be considered as liability of manager. Along
with this appropriate, regular and direct feedback must be guven to each individual
who is involved within carrying out project.

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Strategies to include communication processes
The OZ plus firm must take appropriate measures through which they can ensure that
appropriate actions are being taken up by which team participation can be improvised. As
this will lead them to have discussion with respect to different aspects which might prove
best for the firm. The strategies with respect to communication process are being
illustrated below:
 Key results areas (KRAs): It is crucial for every team member to make sure taht
what they have to do each day in terms of responsibilities. Job descriptions
provides an effectual means and for this OZ plus makes use of KRAs to illustrate
each individual of team what they have to do in detail in context of how winning
looks like for each position.
 Meetings: They are the best ways for interacting with team. For this, it is important
that appropriate time is framed for them. Agenda must be formulated as well as it
must be ensured that while communicating focus is made on the same. Along with
this, meetings have to be static. If appropriate time is not set every week, the crisis of
the day will move it around and keep you from communicating.
 Storytelling: The response which is attained for stories is well but for this it is
crucial to be a great storyteller with respect to victories that have been attained by
firm in long run of time. This will lead to inspire team through which there will be
hopes while fighting for attaining desired outcomes.
 Weekly reports: Every team member needs to formulate weekly reports with
respect to what is being accomplished in context of KRA. It is done for both reader
and writer which assist them what is being done by team members for wining in the
position.

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Appendix 7: Task 2.3 Answer Sheet – Team Development Policy & Procedures
Develop and Facilitate Team Cohesion Policy & Procedures
OZ-plus has no policies and procedures that outline how the organisation supports or implements
processes to develop and facilitate team cohesion, or to allow team members to take responsibility
for their own work or assist others to perform required roles and responsibilities.
You are required to draft a policy and a set of procedures that would achieve this. It may be relevant
to utilise information that has already been documented in completing Task 1 and above.
Policy for enhancing team cohesion
The supportive team culture cannot be created easily, in case if previous relationship do
not exist then it becomes difficult that cohesion may occur. For this it is important to
formulate team ground rules or policies through which it may become easy for employees
or team members to deliver their responsibilities as per required standards. They are liable
for reflecting what is being important to team members with respect to how effectively they
work in alignment. The emphasis is laid on three aspects, they are mentioned beneath:
 Tasks: This implies what are the anticipated activities along with important
deliverables associated with team.
 Process: OZ plus needs to ensure that the activities which they are supposed to
carry out must be done as per required standards. This involves how the activities
are being conducted.
 Norms: This involves the ways in which individuals or team members will
communicate with one other and ensure that improvised outcomes can be
attained.
Steps within formulation of ground rules.
 Here, time will be set at a team meeting along with this team members must have a
chance for rendering input. In this case, team members must be asked to have a
prior group discussion in context of what is working well and what leads to creation
of problems.
 The strategies must be discussed with respect to what will take place when team
works in collaboration with each other. Ground rules must be noted down on which
each team member has agreed upon and it has to be copied by all.
 In addition to all this, ground rules have to be reviewed on continuous basis and
appropriate changes must be made.
Policies and Procedures
 All employers as well as employees are anticipated to follow up the policies &
procedures which are being formulated. Policies are developed for creation of
anticipations for actions that are carried out by employee. Furthermore, procedures
are responsible for furnishing means through which actions can be conducted.
When roles and responsibilities are carried out then each employee must comply
with those while rendering their tasks.
 The policy of building the team is also needed to develop that will encourage the
team building activities and provides opportunities to the team members for their
development. This can be done by distributing the agendas of the meeting before
the meetings to all the team members and also there will be a note taker in each
meting who will take all notes of the suggestions given by the team members in
order to work efficiently and reach the company objectives.
They involves:
 Constraints: Each task has some constraints which are liable for assisting team
members to carry out their operations in an effectual manner. This enables them to
ensure that goals can be attained on time.

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 Responsibilities: This factor enables managers to clearly understand what they
have to do as well as make others work for ensuring that goals of OZ plus can be
attained on time.
 Baseline: This acts as a thin line or the base from where activities are being
initialised which enables to make subsequent alterations as well as evaluate
accordingly their performance.

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Appendix 8: Task 2.4 Answer Sheet – Feedback process
Feedback Process
There is a formal feedback process that is documented in the performance improvement plan
template (Appendix 2). Senior managers feel this form is not appropriate as a mechanism to
provide feedback to team members that encourages, values and rewards individual and team
efforts and contributions.
You are required to outline what leadership techniques and strategies you would use to provide
feedback and encourage, value and reward members of your team.
Leadership techniques required to provide feedback, encourage value and reward
team members
The investments that are made within people by making appreciating as well as
recognising performance of employees will always pay back. OZ plus needs to identify the
efforts which are made by their workforce as this will lead to higher satisfaction levels of
employees, bring in innovation along with this employee turnover rate will also be declined.
Feedback is kind of interaction in which information is being provided to individuals with
respect to their actions, behaviours or performance within work. The aim behind this is to
praise as well as recognise quality of work which is being done by team members for
altering their behaviour or actions through which improvement can be brought in. Each
individual have ego and while making people work it is important to keep it aside as well as
make them feel valuable which will enable them to render their services as per required
standards and attain organisational goals in an impelling manner.
Giving & receiving feedback acts as a crucial asset for maintenance of effectual team
working relationships. Along with this, it provides personal as well as professional
development. Feedback is mandatory aspect as this leads within functioning of team as
well as make them aware about how they are working. Furthermore, it also assist
employees of OZ plus to ensure that what changes must be implemented through which
there performance can be enhanced. It provides a method for direct interaction which in
turn amplifies the working relationship. There are different types of feedback which have
been mentioned beneath:
 Positive feedback: This comprises of identification as well as praising factors like
behaviour, performance or work tasks which team member must carry out in
context of future.
 Constructive feedback: It comprises of furnishing team members with those who
are not working as per relevant standards through which improvements can be
made. While furnishing constructive feedback, it is crucial for being respectful to
person to whom it is being given. Along with this, the feedback has to be direct,
clear and render appropriate information associated with behaviour which needs
enhancement. Basically, it being formulated to decline unwanted behaviour as well
as amplify desired behaviour.
 Negative feedback: This involves pointing out the undesired behaviour without
giving any clarification or explaining why it is being done. Here, things are not being
clarified in context of what individual has to do through there weak points or
behaviour can be improvised with respect to their roles and responsibilities within
organisation like OZ plus.
With reference to OZ plus, they tends to give formal performance reviews in which
each team member is not a part of good communication within working premises.
Team members who render their roles and responsibilities above desired

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standards in terms of performance must not wait for months for having feedback or
being appreciated by their seniors. Here, team leaders and manager should not
assume that it is their liability and they are just team members, instead they have
to be consistent with respect to feedback as this will lead to motivate employees
and perform better as well as excel within the projects they are carrying out. This
will enable OZ plus to have their objectives like enhance their sales or revenue by
15%.

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Appendix 9: Task 2.5 Answer Sheet – Problem Resolution Process
Issues, Concerns and Problem Resolution Process
Identify and outline the process that you would use to ensure that issues, concerns and problems
identified by team members are recognised and addressed.
Effectual team leader mist be able to deal with concerns or problems in an efficacious
manner before they turns into a serious problem which may lead to create an impact on
performance of entire team. Techniques that are being utilised for identification as well as
addressing of problems involves brainstorming within the team, discussion among each
other along with distribution of ideas for comments as well as furnishing training for their
development through which negotiation skills can be developed. Leaders can support
their team in identifying and resolving performance-impeding problems by:
 Empowering members to make their own decisions through activities such as
brainstorming allowing team members to become fully involved in the issue
resolution and problem solving process.
 Facilitating open communication between team members and all levels of the
organisation to assist with resolving the problem: creating a situation where
team members are able to voice issues.
 Ensuring all team members conduct themselves appropriately when dealing
with problems and problematic situations.
The process that is being utilized for resolving issues or conflicts has been presented
below:
 Gathering information: your goal is to get to underlying interests, needs, and
concerns. Ask for the other person’s viewpoint and confirm that you respect
their opinion and need their cooperation to solve the problem. Recognize that
every conflict is a story waiting to be told. Try to understand motivations and
goals, and see how your actions may be affecting these.
 Agreeing on the problem: underlying needs, interests and goals can cause
people to perceive problems very differently. You will need to agree on the
problems that you are trying to solve before you can find a mutually acceptable
solution.
 Brainstorming possible solutions: If the end goal is for everyone to feel
satisfied with the resolution, it will help OZ plus if everyone has had fair input in
generating solutions. Brainstorm possible solutions and be open to all ideas,
including ones never considered before.
 Negotiating a solution: by this stage, the conflict may be resolved. Both
sides may better understand the position of the other, and a mutually
satisfactory solution may be clear to all. However you may also have uncovered
real differences between your positions.

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Project Task 3: Facilitate Team Work and Liaise with Stakeholders
Performance objective
In this task you will demonstrate the skills and knowledge needed to facilitate team work align with
stakeholders.
Assessment description
For this assessment task, you will need to outline how you will ensure your own (as outlet manager)
contributions to the work team serves as a role model for others, how will you facilitate
communication processes with each of stakeholder groups, and how you will facilitate two-way flow of
information on team performance issues between your team and senior management.
How to complete this task
1. Read the learning module section 3 and section 4, and the simulated business scenario –
Appendix 1. In this task, use the answer sheet provided (Appendix 10) answer each question
listed below:
a. The organisation expects its outlet managers to lead by example. Explain how will you
ensure your own contribution to the work team serves as role model for others and
enhance organisation’s image for all stakeholders.
b. Explain how you will facilitate communication process with each of stakeholder groups
outlined in OZ-plus current operational plan.
c. Explain how you will facilitate two-way flow of information on team performance issues
between your team and senior management.
2. Submit a print or electronic version of your document containing answers to the questions in
accordance with the specifications set out below.
Submission checklist and Specifications
You must complete and submit:
1. □ Explanation of how to lead as a role model
2. □ Explanation of facilitate communication process with stakeholders
3. □ Explanation of facilitate two-way flow of information on team performance issues

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Your assessor will be looking for evidence of:
Encourage team members and individuals to participate in and to take responsibility for
team activities, including communication processes
Support the team in identifying and resolving work performance problems
Ensure own contribution to work team serves as a role model for others and enhances the
organisation’s image for all stakeholders
Establish and maintain open communication processes with all stakeholders
Communicate information from line manager/management to the team
Communicate unresolved issues, concerns and problems raised by team members and
follow-up with line manager/management and other relevant stakeholders
Evaluate and take necessary corrective action regarding unresolved issues, concerns and
problems raised by internal or external stakeholders

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Appendix 10: Task 3 Answer Sheet
Task 3 Answer Sheet
The organisation expects its outlet managers to lead by example. Explain how will you ensure your
own contribution to the work team serves as role model for others and enhance organisation’s
image for all stakeholders.
A role model is someone who serves as an example, whose behavior is emulated
by other people and consistently leads by example. Many of us have leadership
roles, even though we see ourselves as specialists or professionals, yet we have
probably never received guidance on how to set the example for others to follow.
Role modeling is a useful means to provide continuity and maintain high standards
to be passed on to others.
 Explicit role modeling can be thought-provoking for the role model, too- it
can help develop a guide to one's own behavior. Role modeling consists of
much more than other people observing and copying the role model. A role
model should not require someone to mirror every aspect of them, there is
scope for individuality.
 It is the responsibility of managers of OZ-Plus company to create proper
arrangement of meeting in the company, as this will help in managing and
inspiring the employees. Every manager in the organization OZ-plus needs
to observe the performance of employees and make proper feedback of
that. It will also help in controlling the quality of work as well.
Explain how you will facilitate communication process with each of stakeholder groups outlined in
OZ-plus current operational plan.
The leader within OZ plus ensure that effectual interaction occurs among them and
their stakeholders through which needs of each can be accomplished as per desire
standards and on time. For this both formal and informal communication is very
necessary.
 The main purposes of the formal communication include reporting among
the stakeholders. It includes the process of demonstrating a project that is
currently running. It can be said that, managers of project are expected to
create report and also create schedules like issuing the report.
 Report mainly shows that managers are mainly conforming to have
expectations. Second purpose of reporting is copying a specific report when
an important communication needs to happen between the stakeholders
and the managers. Company like OZ-plus can use this kind of reporting
method to communicate with stakeholders.
Explain how you will facilitate two-way flow of information on team performance issues between
your team and senior management.

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Information has two way flow includes several factors that can be used in order to
increase the performance of team members and senior managers as well.
Understand the issues which are leading to problems due to lack of interaction
within OZ plus. It is crucial to acknowledge who are the audience.
 It is the duty of the senior management department of any organization to
understand the audience of the organization as well. In the case of OZ-plus
company, it is very important to understand the team members by the senior
department of management properly.
 Open door policies are being utilised by OZ plus to create proper open door
policy through which they can promote their communication process. In the
case of OZ-plus, seniors need to create the environment of the workplace
and then create open door policy for increasing the performance o the
employees as well Apart from this, upward communication is very important
as employee working in a workplace need to get proper feedback so that,
they can get the chance to make their performance better. OZ-plus
company will be able to get better productivity for this type of
communication.

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Practical Project Assessment Summary
Task Assessment Outcome Assessor Comments
Task 1 口 Satisfactory
口 Not Yet Satisfactory
Task 2 口 Satisfactory
口 Not Yet Satisfactory
Task 3 口 Satisfactory
口 Not Yet Satisfactory
Assessor Name:
Assessor Signature: Date: