SWOT Analysis and Leadership Development in Delta Plc

The assignment content provides an Employee Job-Role Profile for a Team Leader at Delta Plc, which includes strengths such as proper background, analytical skill, and observing skill. However, the team leader needs to improve on communication skills, issue solving, and creativity. A SWOT analysis highlights the organization's opportunities, threats, strengths, and weaknesses. The report also discusses the importance of leadership styles, motivational theories (Maslow's hierarchy and Herzberg's theory), and 360-degree evaluation in improving employee performance and organizational efficiency. The conclusion emphasizes the significance of effective team leadership, PDP planning, SWOT analysis, and 360-degree evaluation in achieving organizational goals.

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Executive summary
In this entire report, the HR manager Jane has been further informed with the mentioned the
detail about the leadership style as well about the management skill of Delta Plc. The process
of recruitment and the selection process have detail elaborated in this report. All the
legislations about the recruitment process and the ethical considerations have been stated in
the report. The job descriptions and the person's specifications have been stated. The various
role and different between the management of the organisation and the leadership have been
given in the report. The researcher has shed light on the two motivational theories are such as
Maslow’s hierarchy and Herzberg's theory to motivate the employees of Delta Plc. SWOT
analysis, SMART and PDF template have been mentioned to identify the various factor of the
employees as well as the to measure the performance of the employees. The evaluation
process to measuring the performance of the employees of Delta Plc have also stated in this
report.

Table of contents
Introduction......................................................................................................................................4
TASK 1............................................................................................................................................4
LO 1.................................................................................................................................................4
1.1 Preparing documentation in order to select and recruit the new member of staff.....................4
1.2 Describing the impact of legal, regulatory and ethical considerations on the recruitment
and selection system........................................................................................................................6
1.3 Engaging in the process of selection.........................................................................................7
1.4 Assessing my contribution in the selection process..................................................................8
TASK 2............................................................................................................................................9
LO 2.................................................................................................................................................9
2.1 Explaining the skills and the attributes for leadership...............................................................9
2.2 Differences between leadership and management...................................................................10
2.3 Comparing leadership styles for different situations...............................................................10
2.4 Explaining the two ways to motivate the staff of Delta Plc....................................................11
LO 3...............................................................................................................................................12
3.1 Assessing various the benefits of team working for Delta Plc...............................................12
3.2 Demonstration of working in a team as a leader and member...............................................12
3.3 Reviewing the effectiveness of team within Delta Plc............................................................13
TASK 3..........................................................................................................................................14
LO 4...............................................................................................................................................14
4.1 Factors for planning the monitoring and work performance...................................................14
4.2 Plan and deliver the assessment needs of individuals 350......................................................14
4.3 Evaluating the entire assessment process................................................................................16
Conclusion.....................................................................................................................................17
Reference list.................................................................................................................................18

Introduction
The report mainly focuses on the recruitment and selection process of an organisation. The
process of employees’ retention has also been mentioned in this report. To make the report
more authentic the researcher has taken Delta Plc that is one of the larger and leading
commercial bank in UK. The researcher has shed light on the leadership styles and the
importance of the management of an organisation. The result of effective teamwork has been
given in the report. Employees’ motivations factors are presented in the report. The process
of assessing the teamwork has been elaborated in this report. SWOT analysis has been
included in the report.
Section 1
AC 1.1 Preparing documentation in order to select and recruit the new
member of staff
Job Description:
In this role of the job, the staffs need to receive calls from the customers of the organisation
and need to provide the appropriate answers to the inquiries of the customers. The customers
of Delta Plc Bank can make their calls from the any corner of the world. Providing the right
information about the services and products of the organisations the Customer Service
Advisors need to satisfy them. The main responsibility of the Customer Service Advisors is
to build the proper solutions of the problems of the customers are fulfil the requirements of
the customers properly.
Person Specification:
Managing the customer’s queries is the main responsibility of customer service advisor. They
need to interact in a professional way, satisfying and answering the client. The qualities that
are most important in this field are ability to communicate, basic knowledge in computer,
pleasing personality, ability to communicate in different language and understanding and
patience.
The purpose of the job is to answer and provide help clients in all possible way and satisfy
their needs.
Job Role: Customer Service Advisor

Salary band: £ 18000-20000
Hours: 40 hours (Monday to Friday)
Accountable to: Customer service manager
Location: Holborn, London
Company name: Delta Plc Bank
Responsibilities: The role and responsibility is to meet the needs and requirements of
stakeholders and meeting customers and opening accounts along with waiting deal query.
Qualification:
Person specification
Requirements Essential criteria Desirable criteria Assessment methods
Education/
Qualification
The candidates who
want to apply for the
post of Customer
Service Advisor of
Delta Plc Bank need a
graduate with good
communication skills..
It is important to have
proper knowledge
about computer
process. The
candidates who have
knowledge in more
than two languages are
preferable for this post.
56 CSEs including
maths and English
E Certificates
D
Experience Interview
Skills, knowledge and
Abilities
Good computer skill
Customer service skills
Self Confidents
Motivation
Willingness to take on
new challenges
A willingness to work
flexibility

Qualification:
With the proper educational knowledge, the candidates need to have proper knowledge in
many languages.
Certificate about the computer knowledge
Certificate of the experience
Personal qualities:
As the duty of the Customer Service Advisors is to deal with the customers around the world,
so the communication skill of the staff needs to be high in quality.
For the proper dealing process with the customers, the CSA staffs need to have in pleasant
manner with both the customers and colleagues.
The candidates that interest and possess the above stated criteria are ask to contact or send
their CV to the following email: [e-mail]
AC 1.2 Describing the impact of legal, regulatory and ethical
considerations on the recruitment and selection system
In the case of every business, organisations there are the impact of the legal, regulatory and
ethical consideration. In the every part of the business of the companies, there are the
influences of these considerations. From the time of the innovation of organisations until to
the growth of the business process, in the business organisations there are the impact of the
legal, regulatory and ethical consideration. In the case of the Delta Plc Bank, there is also the
impact of those considerations on the selecting and recruiting process of the organisation. The
impact of those considerations is following:
Improve the recruitment
The legal, regulatory and ethical considerations influence the recruitment process of Delta Plc
Bank. By following the proper laws and rules of the government the organisation, build the
proper process to recruit the staffs in their organisation. As per the law of the government,
Delta Plc Bank provides the equal opportunities to the every candidate who applies for the
post. The company should follow Equality Law 2010 in the process of recruitment. In the
time of the recruitment process candidates of various religious including Christian, Muslim
and so on attended the interview process. To all the religious same opportunities provided by
the organisation.

The compliance improves the environment of the workplace. By maintain the rules the work
progress can be done legally. Non-compliance reduces the quality of service and decrease the
popularity of the organisation.
Post the vacancy
Following the proper system need to be followed by the organisation in order to post the
vacancy for the candidates. As the requirements of the organisations, the candidates can
apply for the post.
Interview process
Maintaining proper rules and regulations Delta Plc Bank conduct interview process is
important. By completing all the formalities t6hgie organisations taken the interview of the
candidates and without any kinds of discrimination the HR manager of the Bank, recruit the
staffs for the particular post.
Equality act 2010
In the time of recruitment the organisation should maintain the equality act 2010. Based on
the methods of the act no discrimination allowed during the recruitment process. By fooling
the act the organisation can ensure the job security of the employees. With the process f job
security the employees also can provide the attention on their performance.
The organisation should provide the equal opportunities to all the candidates who applied for
the post of customer service advisor. Any kind of discrimination wil happens during the
recruitment process. All religious can get the same opportunities, no diversities are
applicable.
Ad promoting provides equal opportunities and diversity in the pool of candidate. This is
because an advertisement is noticed by a population belonging from different background.
The candidate suitable for the post sends their resume. The management or HR management
of the organisation select the candidate based on the criteria given in the ad without biasness.
The final recruitment process is also done in similar manner so that a diverse pool of
employees is working in the organisation.
AC 1.3 Engaging in the process of selection
Before the starting of the interview process of Delta Plc Bank, the organisations post the
advertisement of the vacancy in various newspaper and online field to inform the candidates
about the recruitment post. As a Human Resource manager of the bank, I inform both the
internal and external employees. In the case of the internal, employees, they get the chance of

promotion. On the other hand, the internal employees of the organisation can suggest some
candidates who are interested to take part of the interview process of the organisation.
In order to conduct the recruitment and selection process of the organisations it is important
to select a responsible person to complete the recruitment process of the organisations. The
Human Resource managers of the organisations conduct the selection process of the
companies. As a Human Resource manager of Delta Plc Bank, it is my duty to conduct the
proper selection and recruitment process and find out the correct employees for Delta Plc
Bank. As HR director Jane gave me the responsibility to recruit the staff for the organisation,
so it is my duty to follow all the appropriate rules and regulations to conduct the recruitment
process successfully. Maintaining all the legal, ethical and regulatory consideration, I can
complete the process of selection and recruitment the Customer Service Advisor for Delta Plc
Bank. Building proper interviewing process, interview questions and searching the proper
qualities in the candidates, I can conduct the interview process of the organisation
successfully.
AC 1.4 Assessing my contribution in the selection process
As a Human Resource Manager of Delta Plc Bank, it is my responsibility to find out the
correct path of the recruitment and selection process for the various post of the organisation.
In the case of the recruitment of Customer Service Advisor, HR direct Jane gave me the duty
to select the correct employee for the post. In order to recruit the Customer service Advisor of
the organisation I provide my best effort in the recruitment process,. By taking part in the
recruitment process of the organisation Firstly, I ensure the proper planning to recruit the
staff for the position.
Secondly, I created the appropriate time schedule to complete the recruitment and selection
process.
Thirdly, based upon the CV that is sent by the external and internal employees of the
organisation I shortlisted them.
Fourthly, as per the list of the candidates I called them to face the interview process of ten
organisation.
Fifthly, during the time of interview process by spending maximum time with the candidates
I try to find out the proper knowledge and skill of the candidates.
By provide my best effort and knowledge I find out the proper candidates who have the right
skill to play the proper role of the Customer Advisor. By recruiting the properly skilled and
experienced employees for the organisation, the performance level of Delta Plc Bank can be

improved. With the best effort of the entire employees, Delta Plc bank can achieve their goals
easily and reach to the highest peak of success.
The lack o proper resources and proper financial support of the organisation limited my work.
As a Human resource manager, I completed my duty. The lack of sufficient time interrupted
then recruitment and selection process.

TASK 2
LO2
AC 2.1 Explanation of the skills and the attributes for leadership
According to Clarke (2013, p.22), leadership is one of the most crucial factors in a business
organisation. It is different from the other factors that are required to run the business
successfully. Leadership skills include social skills and emotional intelligence. In the case of
improved social skills for the leaders, it can help to make the organisation more effective and
productive. Social skills help to make communication with all the people effective and
communication is always the crucial factor to run the business properly. Developed social
skills can help to motivate the employee with Delta Plc.
It can also help to manage all the employees within the organisation properly. Apart from
this, emotional intelligence could play a vital role for the leadership. It helps to control the
emotions of the other people of the organisation and it helps to make aware about the work
capacity of the employees in the organisation. Apart from this, emotional intelligence can
help to handle the interpersonal relationship within the organisation. To make the entire work
process of Delta Plc effective, emotional intelligence can be an essential skill for the leaders.
On the other hand, two most effective traits are such as openness to experience and honesty-
humility. To make the leadership more effective in Delta Plc, openness to experience is a
vital trait for the leaders, which can help to the organisation to solve any such issues, and it
can help to build a strong relationship among the employees in the organisation. This is the
primary trait of cognitive. Apart from this honesty-humility can make the organisation more
successful and it can make the work environment more effective to meet the objective of
Delta Plc.

AC 2.2 Differences between leadership and management
The leadership and the management are different. Management of an organisation is all about
coordination and organise the entire task (Chege et al. 2015, p.593). On the other hand, the
main role of leadership is to motivate the employees and to inspire them. However, both the
management and the leadership go hand in hand in Delta Plc. There are many links between
them but still has many differences.
The main function of the management of Delta Plc is to assign the task to all the employees
and to maintain all the other work within the organisation. Apart from this organising
seminars and meeting to make the organisation more effective and efficient is another crucial
role of the management. Above all to recruit, to retain the employees for Delta Plc can be one
of the most important tasks for the management of the organisation. There are factors to
differentiation, that further shed lights on the managers being imitates and the leader to be the
originators. The managers accept the quo status but the leaders directly challenge the quo.
However, the managers makes things right, whereas, the leaders performs only right things.
On the other hand, the main aim of the leadership of Delta Plc is to inspire the employees. To
make employees more effective in the workplace that has direct impact on the organisation.
To motivate the employees of the organisation involve enhancing the productivity of
employees and it also help to achieve the goal and the objectives of Delta Plc.
There are many differences between the management and the leadership and they are such as
the leaders are always original but the manager of the organisation is just the copy. The
managers of the organisation maintain the entire organisation but the leaders mainly develop
the organisation (Alexander, 2013, p.541). The focus of the leaders of Delta Plc is on the
employees but the focus of the managers is on the structure and the system of the
organisation.

AC. 3.1 Assessment of various benefits of team working in Delta Plc
The benefits of teamwork are it helps to improve the creativity of the organisation in a more
effective way (Sugden and Punch, 2014, p.441). Creativity can be high when all the team
members are working together in an organisation. The solution of any such issues can be
easily resolved during the teamwork. It helps to enhance the personal skill and knowledge
and it can be extremely helpful for both the organisation as well as for the staff. It also makes
the career growth of the staff more effective. To work with entire team, it can provide
enthusiasm for the work and it is crucial to get success in the business organisations.
Working together can help to make the talent of the employees more effective that can be
crucial for the organisation. It helps to bring out the creative thinking power of the
employees. To rely on the other team members that can make the bondage of the employees
within the organisation. All the members are different so it can help to use different methods
of the different team members for the work in Delta Plc. To build the trust among the
employee's teamwork has no substitution (Brigham and Ehrhardt, 2013, p.58). All the
members of the team would love to work together and to share their different views. Trusting
the other teammates can make the work more effective for Delta Plc. to solve any issues of
difficult work, trust on the team members is crucial.
Teamwork can help to solve the various conflicts of the staffs of the organisation. All the
members are from different background so conflict can occur easily. However, the entire
team would try to solve the problem immediately to complete the project of the organisation.
All these above factors can help to make the work of Delta Plc more efficient and it helps to
achieve the target of the organisation. The teamwork has a different benefits catered in the
Delta Plc Bank. The concerned organization helps to deal with the projects of multi aspects
that further enhance the brainstorming with the human resources being manifested for the
upcoming projects. The introduction of new technology is mostly common in the banking
sectors. Therefore, the teamwork catered within the organization further helps the overall
sector to gain velocity in the competitive market.

AC 2.3 Comparing leadership styles for different situations
The leadership styles that I followed in the workforce of Delta Plc solely deals with the
situational leadership style. The organisation of Delta Plc being a banking sector, solely
works on the proper recruitment of the employee. Therefore, I initially planned a proper set
of questionnaires for the interviewees in order to check them minutely. As the process of
recruitment is very important in order to enhance the human resource of an organisation. The
situational leadership style further deals with the leadership qualities that must be performed
at the time of recruitment of a new candidate within the workforce of the concerned
organisation. However, I further understood the procedure of an actual leader and their
leadership process with the application of the situational leadership style in the workforce of
the concerned banking sector. At the initial stage, I too faced issues in terms of facing
different type of people as an interviewee and candidates coming for their placements. Thus,
it was then I realised that I carried a huge burden of different dreams and responsibilities of
the entire workforce that is the concerned bank for its development.
AC 3.2 Demonstration of working in a team as a leader and member
The feeling and experienced that I further gained for both working as a team member and a
leader were indirectly related to each other affecting the organisation a whole. From the
theory of Belbin I got a clear concept for working in a team. In case of working as a team
member, I further maintained my nature of being calm in the pressure hours. Therefore, by
doing the above, I was able to analyse the situation of mishap instead of getting confused. As
a member of a team the main priority is to put my best effort in the workplace of the business
organisation. I would like to make management happy for my work. I would try my best to
achieve the goal and objectives of the organisation. To deal with any such situation I would
like to keep patient to resolve any such difficulties as a team worker. However, on the
contrary, by wearing the shoes of a team leader, I further received the accurate issues and
complications that were generally faced by the teammates. Thus, I was able to analyse both
the side of the organisation.

AC 2.4 Explanation of the two ways to motivate the staff of Delta Plc

Motivation can play vital role in the business organisation. The two different ways to
motivate at Delta Plc as-
Herzberg's two-factor theory- In this theory of motivation the staff of the organization can be
motivated and satisfied as well (Lester, 2013, p.15). The two factors are motivator and
hygiene factor. In the case of motivator factor, it helps to make the staff of the organisation
happy during the work and it can make the staff satisfied. It helps to motivate the staff of
Delta Plc to work harder to achieve the goal and the objectives of the organisation. On the
other hand, the hygiene factor can be helpful in case of absence of motivation and satisfaction
of the staff of the organisation. These factors include insufficient salaries, bonus, and lack of
proper implementation of the staff. Both the factors are essential to motivate the staff of
Delta Plc Bank. From the above discussion, it can be further identifies that the two ways of
motivation gained from thus theory comprised of the following:
Maintaining hygiene within the work force: This factor allows getting a healthier work
environment to the employees and the employers.
Keep Motivating the employees: The proper supply of satisfactory salary to the employees’
further enhanced the quality of production and services by the overall organisation.
Maslow’s hierarchy of needs- The five needs are such as psychological, safety, belonging,
esteem and self-actualisation (Park and Ryoo, 2013, p.160). All these needs are the most
essential for the employees to get motivated. Psychological factor can help to motivate the
staff by providing the basic needs of the staff such as water, food, air and so on. Safety needs
can help to motivate the staff by providing them the security and health safety within the
organisation. It helps to motivate the staff of Delta Plc to work more effectively. On the other
hand, the needs of belonging of the staff can make them happy and it can lead them to put the
best work in the organisation. Esteem can make the staff more respected in the organisation
that can lead to improve their productivity. Finally, the self-actualisation can help to make the
staff achieve whatever they desire. All these factors can help to make the staff motivated.
From the above discussion, it can be further identifies that the two ways of motivation gained
from thus theory comprised of the following:
Provision of safe and secure work environment: The employee along with other related
working staffs of the concerned banking sector must be assured with their safety and security
conditions in order to make them more comfortable at their work place.

Employee appreciation: The employees must be appreciated in terms of rewarding them for
the better performance that affects the overall industry.
AC 3.3 Reviewing the effectiveness of team within Delta Plc
Team effective model of Rubin, Plovnick, and Fry’s GRPI of team effectiveness can be
included. This theory can include the roles, goals, procedures and the interpersonal
relationships as well. To make the team more effective need all the four factors. Goals are the
most important objectives of Delta Plc, having proper goal can help to the team members to
achieve the goal of the organisation.
Apart from these roles is another crucial factor to make an effective team. Proper
responsibilities can help to make the leader more efficient for the organisation. Processes can
help to execute the task of the team members of the organisation. Right, decision making
process can make the team more effective. Finally, the effective communication skills are
always the most crucial factor in the business organisation. Effective communication skill
and trust can help to make the team more effective.
The leadership style of the team of Delta Plc is effective enough to reach the goal of the
organisation. The productivity of the team is good enough. The size of the team is good
enough to work together and there are no issues of handling the entire team. The R&S team is
making well feedback, the work of the team is efficient, and the customers are satisfied by the
assistance of the team members. The work is assigned to the team is making well execution.
Above all the entire team is making positive approach towards the role and the work of Delta
Plc.

TASK 3
AC 4.1 Factors for planning the monitoring and work performance
To monitor the entire work of the individual, can help to bring out the weakness and the
strength of the organisation (Tedeschi, 2013, p.574). To monitor the work of the organisation
first need to measure the performance of the individual that can make a direct impact on
Delta Plc. It is an important factor for the employees in an organisation how they are reacting
at the time of critical moments and the management can provide the employees critical
situation to know how they deal. To measure the individual performance the management can
daily review of the task so that the performance can be measured. In addition to the above
discussion, the factors that are further involved for the monitoring and planning of the work
performance comprised of focused performance goals as per the set goals of the organisation.
Moreover, proper communication should flow within the organisation and its employees.
Another factor is effective assessment apparatus, documenting individual performances,
focusing more on the staffs and their skills. Moreover, the creation of legal purpose in
order to support the catered human resources also focused by the planning and monitoring
procedure of the workplace.
AC 4.2 Plan for assessing the development needs of a member of staff at
Delta Plc and carry out a sample assessment for this staff
1) Identifying the T&D needs-For this particular assignment the training and
development needs for the individual is to improve his communication skill.
2) Develop SMART goals based on the SWOT-
SMART Objectives-
Specific The communication of the candidates must be improved and this is a specific
goal for the organisation.
Measurable The goal of the organization must be measurable.
Achievable The organisation must make the target achievable so that it can make positive
impact on the employees.
Relevant The plan must be relevant. The organisation must have the resources to fulfil
the criteria.

Time-bound The target must have tie bound so that it can be achievable with proper time.

3) Creating the PDP and explanation of the actions in terms of training and development and
the success criteria
Personal Development Plan

OBJECTIVES
What does the
employee need to be
able to do differently
(improve skill/
knowledge/ change
behaviour)?
ACTIONS
How could this be
done (reading,
coaching, formal
training, other)?
SUCCESS
CRITERIA
The criteria which
would determine
that the objectives
set have been met
TIME FACTOR
Employee need to
do it by?
Short Term
Objectives
 The employees
want to make
their issues
solving skill
more effective.
 The employees
want to make
their
performance
efficient.
 Formal
training can be
applicable to
make the issue
solving skill
more effective
 To make the
performance
more effective
need formal
training.
 It is easily
achievable.
 It is little
hard to
achieve.
 1st June 2017
 1str July
2017

Long Term
Objectives
 The
employees
want to
improve the
communicatio
n skill
effective.
 Need formal
training and
need the
coaching as
well to make
the
communicatio
n effective.
 It is difficult
but
achievable.
 1st
September
2017
Table 1: Personal Development Plan
(Source: As per the case study)
4) Discussing the progress of employee’s performance
The long-term goal like the communication skill improvement of Delta Plc would be difficult
but achievable. Apart from this, the short-term goal like poor performance and issue solving
would take less time by providing formal training. Evaluation technique of the performance:
Is communication skill improved? Yes
Is issue solving skill improved? Yes
Is performance improved? Yes
SWOT ANALYSIS
(Underline the Employee’s Strengths, Weaknesses, Opportunities and Threats in
relation to his or her current job-role related skills)
(Candidate Name)……………………............... Date: 20/03/2017
Completed ………………………………………..
Employee Job-Role Profile: Team Leader

Strengths Weaknesses
What is the candidate good at?
 Proper background
 Analytical skill
 Observing skill
What skills does the candidate need to
improve on?
 Communication Skill
 Issue solving
Opportunities Threats
What resources, advantages does the
candidate has?
 Candidates can make their
performance better.
 Candidates can make the organisation
efficient
 Candidates can learn from the seniors
What constraints, disadvantages does the
candidate has?
 Candidates are less creative
 Candidates need motivation
 Candidates are unable to meet the
goal properly
Table 2: SWOT Analysis
(Source: Learner)
The long-term goal like the communication skill improvement of Delta Plc would be difficult
but achievable. Apart from this, the short-term goal like poor performance and issue solving
would take less time by providing formal training.
AC 4.3 Evaluate the success of the assessment process
In addition to above, the assessment process held in the above information further helped the
assessor that is the Delta Plc to analyse the efforts made for the success of the held
assessments. Moreover, the above discussion identified the developed skills of the
employees that are further observed in the quality of work services that is being delevred to