Leadership and Management Styles

This assignment delves into the realm of leadership and management, examining different styles and their influence on organizational success. A particular emphasis is placed on the role of positive emotions in effective leadership, drawing upon relevant literature and theories. Students are tasked with analyzing various sources, including books, journals, and online publications, to understand the complexities of leading with positivity.

WORKING WITH AND
LEADING PEOPLE

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
AC 1.1 Two documentations which assisted in recruitment and selection of Customer Service
Advisor for Delta Plc ..................................................................................................................3
AC 1.2 Assessment of impact of legal, regulatory and ethical considerations in recruitment
and selection................................................................................................................................7
AC 1.3 Reflective account ..........................................................................................................8
TASK 2 ...........................................................................................................................................9
AC 2.1 The Skills and Attributes Required for Leadership ........................................................9
AC 2.2 Differences between Leadership and Management .....................................................11
AC 3.1 The Assessment of the Benefits of Team Work for Delta Plc .....................................11
AC 3.3 Review of the effectiveness of the Recruitment and Selection team in achieving the
goals of the Recruitment and Selection project for Delta Plc ...................................................13
AC 2.4 Ways to motivate staff...................................................................................................15
TASK 3 .........................................................................................................................................17
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 .......................................................................................17
AC 4.1 Explain the factors which should be considered when planning the monitoring and
assessment of performance........................................................................................................22
AC 4.3 Evaluate the success of the assessment process ...........................................................22
CONCLUSION .............................................................................................................................24
References .....................................................................................................................................25

INTRODUCTION
In the current context, human resource management is one of the vital components for
business organisations. The human resource department supports in recruitment, selection and
training and development of new as well as existing employees. It lays down the processes and
practices taken in use for choosing several employees in an enterprise. It also creates awareness
regarding legal issues related with recruitment and selection. Management varies from leadership
which will be described in the present study (Hodges, 2016). The report will make an
understanding as to how to lead in an effective manner. For this purpose, Delta PLC has been
considered. It is high street bank and the report is going to highlight two significant
documentations which will assist in recruitment and selection of a new member of staff. With
this in section one it, it going to cover the influence of legal, regulatory and ethical
considerations in recruitment and selection procedure in the bank. Along with these, own
contribution to the selection process is evaluated.. Further, the report is going to discuss the
advantages of team work in the cited bank. In addition to this in section two cover the skills and
attributes which are needed for leadership are going to be described. Then the difference between
leadership and management is explained. Apart from this in section three, covers the benefits of
team working for an organization is assessed. Moreover, the effectiveness of team in achieving
the goals is reviewed. In section four the success of the assessment process is evaluated. Along
with this, the factors involved in planning the monitoring and assessment of work performance is
explained.
TASK 1
AC 1.1 Two documentations which assisted in recruitment and selection of Customer Service
Advisor for Delta Plc
Currently working as a HR manager of Delta PLC bank there are two documents prepared which
is assisted in recruitment and selection that is job description ad person specification. Job
description is the general job related information which consists of job title, job location,
responsibilities and duties, tasks and activities to be performed, working conditions, machines
and tools to be used by the employee, nature and purpose of job etc. in this context job
description in being described for the vacant post of Customer service consultant (Fredrickson,

2016). Person specification is detailed description of skills, qualifications, experience, and other
characteristics that a candidate must do his job duties.
JOB SPECIFICATION:
 Job requirements: To serve the customers, handle cash and computation skills. With
this, good English, maths and ICT is needed. A selection test is also to be passed. With
this, qualification and 2 years’ experience in customer services will be considered.
 Required skills: Outstanding communication skills and interactive skills with people.
Superior skills in maths and reasoning power. Accuracy and focused for details. Enough
confidence to sell financial commodities to the customers.
 Duties to be performed: To process payments and withdrawals, set up and manage
accounts of customers, deal their queries and problems, promotion and selling the
financial commodities to the customers, usual administrative activities.
PERSON SPECIFICATION:
Communication skills: To interact directly with the customers who face any problem one have
any enquiry.
Basic computer knowledge: To deal with the billing and is can be done with computer only,
therefore general knowledge in computer is essential.
Job Description
Job Title: Customer service advisor
Salary Band: as per industry standards
Hours: 9: 30 AM to 5: 00 PM
Accountable to: Bank Manager
Location: London
Job Summary
The advisor will be responsible for carrying out activities such as processing of payments
and withdrawals. The person will also play very important role in making use of Delta Plc Bank
to update the account details of customers.
Main Duties/Responsibilities
 The customer service advisor will be responsible for dealing with mortgage and loan
applications

 The customer service advisor will be responsible to deal with the issues, concern and
enquiries of customers
 Maintaining long term and healthy relation with customers of Delta bank will be the duty
of customer service advisor
 Customer service advisor will be responsible for carrying out general administration task
in the bank
 Promotion and marketing of the financial products/service of Delta bank will be also the
duty of customer service advisor
Person specification
Requirements Essential
Criteria
Desirable
Criteria
Assessment Method
. Minimum 3
GCSE
More than 4
GCSE
Certificates and documents
will be checked
A graduate with
good working
experience
Post graduate Degree and mark sheet
evaluation
Experience 1 years Candidate with
3 year of work
experience
Experience candidate will be
given more preference and
better pay for measuring it I
will see the mark sheet of
candidates
Skills, Knowledge &
Abilities (Must provide
at least 5)
Communication Candidate
needs to have
strong
Interview will be taken of all
candidates

command and
fluency over
English
Maths skills Strong
numeracy and
math skills are
required
A written test will be taken
Attention to
every detail
Candidate with
good IQ level
Exam will be carried out
Marketing skills Candidate
should be
capable to
market and sell
financial
products
Overall performance in three
months of probation will be
analysed
Customer service Candidate
needs to be
capable enough
to understand
the need
demand and
issues of
customer
Soft skills and relationship
building power will be
analysed
Motivation Candidate should
be motivated
Self-motivation
along with the
capability to
motivate other
bank
employees
Performance in three months
will be assessed by
monitoring the performance
and checking the quality of
work.

In case of any issues and concern related to the post, candidates can directly call or email on the
official mail id of delta bank
Email Address: Delta Bank @ Yahoo mail.com
Postal Address:
For further enquires please call: 98754586950
Application deadline: 31 march 2017
last date for accepting the application is 31 march 2017 after this no application will be accepted
AC 1.2 Assessment of impact of legal, regulatory and ethical considerations in recruitment and
selection
 Legal and regulatory considerations: Delta PLC bank must follow some rules and
regulations which are laid by government for recruitment and selection procedure. When
the HR manager of the bank begins with the recruitment process, he must consider some
rule and regulations (Marino and et. al., 2016). For example, at the time of selection
process HR manager should not make any type of discrimination on the basis of age ,
race, religious. These rules and regulations can be the Equality Act 2010 which states
that the bank should not discriminate any prospective employee based on age, race,
gender, disability, religion or belief, marital status, pregnancy etc. Along with these the
Data Protection Act 1998, Asylum and Immigration Act 1996 etc. also impact the
recruitment and selection process. The Equality Act 2010 can be defined as the legal act
which was developed with an objective to eliminate all forms of discrimination from
workplace. Furthermore, this formulation of this act has replaced several anti-
discrimination acts which were applicable within workplace.
 Positive and negative impact of compliance and non compliance.
If company follow all the laws and legislation then it can easily hire skilled and experience
candidates which support organization in achieving aims and objectives. It also helps in retaining
employee for longer period and increase firm productivity. Apart from this, if it fails to follow
the laws in practices then it may suffer because it not hires candidates on basis of skill but on the
basis of their culture, gender. For example, in organization if employee not get equal pay then
they get demotivate or may switch to other company.

 Ethical considerations: With the legal and regulatory considerations, ethical terms are
also to be considered which are age i.e. the candidate should be major not minor. Also, it
is important to verify the information and details which are provided by the candidates to
make sure that they are authentic and correct. Physical fitness is also essential so that it is
known that the candidate is medically fit and fine to be hired in the bank. (Wheeler,
2004). Also, the employers of the bank should not give any signal of discrimination in the
whole process. Any irrelevant questions should not be asked to the candidates. If the bank
conduct the entire process in an unethical manner then it may create several problems
such as inability to perform in a team because of inadequate respect and trust in the team
(Armstrong, 2016). In simpler terms, equal opportunity can be termed as the situation in
which the all the people working in an organization are provided with equal opportunities
related to growth and development. On the other hand, diversity can be defined as the
situations in which people from different background, culture and values work together.
If the provided act violated in the practices of Bank then action can be taken against the
organization. Further, wages need to paid as according to the their work.
AC 1.3 Reflective account
Role played in selection process: For taking active participation in the selection process, first I
prepared document which are important for selection procedure. I also tried to create a diverse
workforce in the bank. I played an important role in making the gender composition to be
balanced in the organisation. This in turn helped me in making my customer comfortable and
open to share their views and opinions. With this I assured that any type of discrimination does
not take place in the entire procedure and even after the process in completed. I made sure that
the candidates are selected on the grounds of merit only and not on basis of their caste, race,
gender or religion. With this, I ensure that any type of favouritism do not exist in the selection
process.
Own contributions of HR manager in selection process: Being a HR manager I played a vital
role in the entire procedure of selecting the most suitable candidate. I took active part in
conducting and arranging the interviews. I helped in designing the purpose of recruiting and
selecting. I made an analysis and conclusion for the requirement of the job and delivered it to my
higher officials which helped me in preparing questions for the interview. I took important steps
to place an advertisement for recruiting which was to be done by taking use of various

advertisement mediums. The next step was to screen the resumes which have been received and
then I framed the questionnaire for interviews. Then I did the initial supervision of candidates
and short listed the most appropriate ones.
At the time of CV screening stage I made sure that CV have right length ad it is free of
any spelling and grammar errors. Further I also make sure that in CV candidate include relevant
skill and experiences
AC 1.4
Benefits of my contributions to the selection process for Delta Plc
In terms of benefits, it can be stated that my own contribution has resulted in providing
wide range of benefits to the selection process of Delta Plc. One of the main and most important
benefits is that it has helped the brand in selecting the best and most potential candidate for the
vacant position. Along with this, my contribution has also resulted in creating a sense of
satisfaction among other candidates as I have ensured that no form of discrimination is carried
out among candidates in the process of selection. This will help in developing a strong and
positive image of Delta Plc bank.
Limitations of my contributions to the selection process
The key limitation of my own contributions to selection process includes lack of
knowledge and expertise about the vacant post. This has created several kinds of obstacles for
me in terms of dealing with candidates at the time of personal interview as I am not having
practical knowledge about the vacant position in the bank. Specific amount of time can be also
termed as major limitation for me in terms of selection process.
Due to limitation of time and requirement is high I wan unable to give my best effort to the
organization. Further requirement is high and time is less so I was unable to judge the skill of
candidate. Along with this lack of enough resources is was unable to follow proper interview
procedures. This was the limitation of my contribution to the selection process.
TASK 2
AC 2.1 The Skills and Attributes Required for Leadership
Human resource of an entity plays a significant role in the firm as they held responsible
for managing people in the same workplace (Duffield and Graham, 2015). The skills and

capabilities are important thing which enhances the overall productivity of the business
enterprise in relation to the external market changes takes places in an entity. The followers will
get inspires by their leaders who provide right direction to all the employees working in the firm
for the betterment of the enterprise. Leadership is that quality of HR manager which helps in
interacting a manager with lots of personnel working I the same entity in boosting existing
business conditions of the business concern. Direction provided by a leader help all their
teammates and the followers who will get inspires by their leaders in order to accomplish their
tasks and duties in less period.
Communication-It can be termed as one of the most important skill which a leader working in
Delta Plc would be required to possess. Strong communication skills will assist in
accomplishment of the bank’s objectives because the leader will be able to inform all staff
members about objectives and goals of Delta Plc in more effective manner. Furthermore,
communication skill in leader will also assists in resolving the issues faced by workers at the
time of achieving objectives of delta Plc.
Motivation- Another skill which a leader working in Delta bank requires is of motivation. To achieve the
objectives of higher sales and growth, the leader is required to be self-motivated so that he/she can handle
the pressure and motivate other team members also.
Providing comfortable environment- The main motive of a leader in the business is to satisfy
the needs the higher expectations of all the employees working in an enterprise in improving the
existing conditions of the firm (Chen and Liu, 2014). The overall working environment will be
comfortable for an employee to work with its higher expectations. The framing of rules and the
regulation will further determine the development of positive or negative environment at the
workplace of Delta Plc. HR practices are framed to retain wide number of employees for long
term in the business enterprise.
Guiding- Guidance is regarded as another important tool which helps a leader to provide
direction to its employees. The staff member working in the business entity will be provided with
e-mail to communicate any important announcements. Instruction manual will be provided to all

the employees working at various job designations will be provided with training to improve
their overall working conditions and their existing skills and the capability
Attribute required for leadership is vision, courage and strategic planning. The great
leader must have clear vision so that it can easily encourage its team member to complete the
work on time. It make planning for completing the objective on time. Further it must have ability
to solve team member problem without making any discrimination
There are various attributes and traits required by an effective leader in an organisation like Delta
plc in improving their current condition in order to upgrade their overall performance re given as
below:
Emotional stability- Good leader will not take stress and doesn't show their aggression or
frustration towards the work in front of their teammates.
Dominance- A leader should apply positive dominance in which business actions will be take by
a leader in order to ensure higher productivity of all individuals working in an entity in a same
team.
AC 2.2 Differences between Leadership and Management
Definition of Leadership
Leadership can be defined as act of leading people and directing their efforts towards
accomplishment of common goals and objectives.
Definition of Management
Management can be termed as the activity or task of getting the things done by other in
correct manner (Antony, 2015).
The management represents the criteria set by the owner which help in boosting the existing
working situations of its business enterprise. The goals and various frameworks framed by the
owner are in accordance with its leaders and all other managers working under the management.
Scope It is narrow scope as they enjoyed right to guide and lead their followers who are the team
members working under the team leaders in the business entity.
Leader have enough knowledge to manage all the work in organization and it can use its power
in effective manner. The leaders are ordered to work on the criteria set by the management to
achieve the deadlines in each time span. Function the major objectives of a leader will include
motivating and encouraging its followers working in the business enterprise to produce good and

positive output. The role of management includes the traditional and the principles of the
management such as planning, organizing, staffing, directing and controlling. The primary aim
of the firm and the owner is to improve the overall performance of the business entity. Leader
role is to make sure that its team member work effectively and give full efforts in completing the
task. On the other hand management make sure that employee in organization not face any
difficulty. It makes policy for the welfare of candidates.
The leaders allocate work to all their followers in a systematic order in order to meet the
working criteria set by the management to achieve the deadlines in each time span.
Function the major objectives of a leader will include motivating and encouraging its followers
working in the business enterprise to produce good and positive output.
The role of management includes the traditional and the principles of the management such as
planning, organizing, staffing, directing and controlling.
The primary aim of the firm and the owner is to improve the overall performance of the business
entity.
AC 3.1 The Assessment of the Benefits of Team Work for Delta Plc
In simper terms team work, can be termed as the combined efforts of people which has been
carried out with a purpose to achieve some common goals and objectives (Davis, 2016.).
Assessment of Benefits of Teamwork for Delta Plc
In the current business world, the importance of a team is increasing as the increasing
complexities can only be handled with the help of framing a good team (Antony, 2015). The
difficulties in the business will be faced by group of individuals as they ensure each other’s
performance in the tough business times. The team work is one of the important aspects of an
entity in which leaders of the firm will inspire their followers to be in a team to achieve higher
and tough targets in a lesser time with higher amount of efficiency.

For example in cited organization if employee work in a team then it make easy to
complete the complex task on time. Further at the time of working in a team employees support
each other in accomplishing the task. New ideas are given by team member which help in
completing the task in effective manner.
Benefits of team working
It creates synergy in the team to collect all employees in a team to achieve the common objective
of an entity.
Focus of an entity shifted from personal to the common interest of an entity.
Reflective account on the role played as a Team Leader to deal with difficult situations using
Different Leadership Styles while working on the Recruitment & Selection Project
Traditional principle of the management is to perform staffing functions in the business entity in
order recruit and select talented personnel to work for the business (Bolos and Anderson, 2014).
The personnel will be selected to achieve desired goals and the objectives in each time frame.
These activities are performed by the human resource manager of the firm which is coordinated
by executives who is appointed to lessen the workload of a HR manager in the business
enterprise. The roles played by a leader and a member are different in various situations takes
places in the business. There are various situations took places in the business of Delta plc is
given as below which reflects the role played by both leader and a member working under the
guidance of a leader.
Democratic -This is regarded as first and the foremost training to be conducted in the firm to
aware the newly recruited employee about the organizational culture, work, job responsibilities
and duties performed by them (Chen and Liu, 2014). Democratic style will be adopted by leaders
in which decisions will be made by a leader in respect to their followers who is a team member
by taking their consent on specific matters in the business enterprise. The team leader will inspire
their followers to follow their leader in specific situations takes places in the business entity.
Autocratic – It is another style of leadership which can be used by me at the time of carrying out
my practises as a team leader. The main and most important characteristic of this style is that
here the leader does not consider the view and opinions of all its workers. Thus, I can make use
of autocratic style of leadership in situations where fast decision making is required.

Reflective Account on the Role I Played as a Team Worker to deal with difficult situations while
working on the Recruitment & Selection Project .Time keeping.Autocratic.Since you have been
coming late .we will mentor you for 7 days.Altitude .dutocratic We will work closer as team ,and
what actions can we put forward like gave you package ,training. Or talk to you face to
face.solution could be flexible hrs ,how do you feel about that.
Various business activities has been conducted by the management and their leader to perform
several tasks and duties to take consent of all the members. The action taken by leaders was
before the opinions of all the members working in the business enterprise for the benefits of the
business entity. Team leaders and members are regarded as important element in the business
where various tasks are allocated by a leader to their subordinates in accomplishing the tasks in
the designed time frame to boost the image of the whole team at the workplace.
Reflective
Various business activities was conducted by the management end their leader to perform several
tasks and duties to take consent of all the members. The action was taken by leaders was
preceded by the opinions of all the members working in the business enterprise for the benefits
of the business entity. Team leaders and members was regarded as important element in the
business where various tasks are allocated by a leader to their subordinates in accomplishing the
tasks in the designed time frame to boost the image of the whole team at the workplace.
I adopted demodectic leadership style because I want that employee should be involve in the
decision making process and compare to other leadership style this style is very effective in
encouraging employee to work hard for the organizations. Democratic leadership style leader
encourage team member to participate in decision making process
As a member, I have ensured that all the candidates become aware of the culture and work
environment of the company. Along with this, as a member I have also ensured that the issues
and doubts of all candidates are addressed in the best possible manner. This has resulted in
creating sense of satisfaction among workers. Apart from this, I have also played important role
in eliminating all form of discrimination within workplace.
Belbin team roles
Per the theory developed by Belbin, different people working in team have different roles
which need to be accomplished in the best possible manner. For example, some team members

perform the role of resource investigator and their role is to bring new ideas and innovations
within the team. On the other side of this, some team member’s plays the role of team worker
and their task is to gel up with team and carry out effective practices. Some people plays the role
of sharper, implementer and complete finisher.
Leader will conduct various activities in which inner feelings of all members will come out
which help an entity in achieving all the tasks and duties within a given time frame.
AC 3.3 Review of the effectiveness of the Recruitment and Selection team in achieving the goals
of the Recruitment and Selection project for Delta Plc
Team plays a significant role at the workplace as it defines the overall nature of the
business as without a team an organization will not achieve desired aims and targets of the
business in each time frame (Davis, 2016). The efficiency of an entity will be improved by
working upon the existing weaknesses of the business in relation to the external changes takes
places in the business concern. There is uttermost importance of a whole team in an entity as kit
uplifts the existing conditions of the current working conditions which get suppressed with the
reduction in number of employees working for the firm. The replacement of employees with the
machines is not good step as the machines can be obsolete but employees can’t be obsolete as
their skills can be improved to facilitate employees in achieving their aims and targets. There are
various aspects involved in the business which helps in boosting the current market performance
of the firm which is given as below:
Company can take review regarding the recruitment and selection process so that it can be
identified all those negative points of recruitment and selection process.
Advanced skill to communicate: communication help in making strong relation and here if team
leader effectively communicate with its team member then it can easily identified the
effectiveness of teams
Monetary factors
Efficiency of employees- The employees are the true representors of the business as they depict
good performance by applying their efforts to achieve the desired goals and the objectives to
achieve specific targets. Preparing team, the performance of new employees and the current
employees are compared with each other to decide which employees to be keep in the firm and
whom to demote in the firm.

There are many monetary factor such as providing reward on best performance it help in
increasing the sale of organization. Employee work hard in the organization for achieving
success.
To analyse the effectiveness of team, Rubin, Plovnick, and Fry’s GRPI Model of Team
Effectiveness has been taken into consideration. Furthermore, the model comprises of four
different areas which are mentioned below as:
Figure 1Rubin, Lonick, and Fry’s GRPI Model of Team Effectiveness
(Source: 6 different models of team effectiveness, 2016)
Goals- It can be asserted that people working in team are aware of the goals and objectives of
Delta plc.
Roles- The responsibilities and roles of each team member is also very well clear
Process- The process and procedures developed by team for carrying out all task and activities
are also effective.
Interpersonal relationship- Strong bond is there within all team mates and members also respects
the values and culture of each other. The effectiveness model help in identifying the factors that
contribute to the team effectiveness of the recruitment at Delta Plc.
Team plays a significant role at the workplace as it defines the overall nature of the business as
without a team an organization will not achieve desired aims and targets of the business in each
time frame (Davis, 2016). The efficiency of an entity will be improved by working upon the
existing weaknesses of the business in relation to the external changes takes places in the

business concern. There is uttermost importance of a whole team in an entity as kit uplifts the
existing conditions of the current working conditions which get suppressed with the reduction in
number of employees working for the firm. The replacement of employees with the machines is
not good step as the machines can be obsolete but employees can’t be obsolete as their skills can
be improved to facilitate employees in achieving their aims and targets. The key methods which
can be used to review the effectiveness of team are performance appraisal, setting up targets and
taking feedback from colleagues.
AC 2.4 Ways to motivate staff
Motivation is that important element to be used by a leader to satisfy the various demands
of all individuals working in the business for the benefits of the business. In simpler terms, it can
be defined as the process of encouraging others to give their best in accomplishment of
organization aim and objectives.
Reward- The talent of an individual is recognizing by organizing contests in the firm to generate
competitive spirit among employees to enjoy their work. The best performer in the contest will
be rewarded with increment in their salary and this recognition will be provided to an employee
in front of all the employees which helps in improving their performance.
Job security- The social security of the job is that assurance to be given by the employer to
retain its employees for the long time in the case of recession and financial crisis in the business.
Maslow needs hierarchy Theory- Delta Plc can make use Maslow needs hierarchy Theory to
encourage people in organization to give their best. Furthermore, the bank will be required to
make sure that the need and demand of employees working at different level are accomplished in
the best possible manner.
Herzberg two factor theory- As per this theory, Delta Plc can motivate its workers with the
help of focusing upon two major factors which are motivators and hygiene. The brand will be
required to provide safe and hygiene working environment to all its workers. Along with this, it
will also require to lay emphasis on providing different types of reward and recognition to all its
employees.
Factor motivating the employees at work place
Non-monetary factors

Enhanced profitability- The primary motive of the corporation is to achieve higher growth of
the profitability in the business to enhance their existing skills and the capabilities (Duffield and
Graham, 2015). The existing skills of the firm will be achieved by improving the current market
approach to be followed by an entity which helps in producing highly efficient product to its
clients. The delivery of quality oriented services to all the customers will help in generating
higher amount of profit for the existing business. Every business wants to earn profit which turns
into reality when an entity owner will reduce the existing weaknesses of their entity to gain
advantage over their competitors who are suppressing the capabilities of an individual in the
external market.

TASK 3
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
Identifying the T&D needs-
The training and development needs of people are mentioned below as:
 To improve overall communications skills
 To understand and learn new techniques of customer relationship management
 To develop Interpersonal relationship between all workers
 Develop SMART goals based on the SWOT-
 To enhance communications skills of all staff members within next 31 march 2017
 To learn 5 new techniques which are enclosed in SMART goals of customer relationship
management 31 June 2017
 To increase my technological skill till 31 july 2017
Creating the PDP and explanation of the actions in terms of training and development and the
success criteria-
Tasks and activities of the plan Details of the tasks and activities
Assessment of needs Here the HR manager will determine the
factors which promote the needs of
development for the employee. By taking help
of this, it will become simple to identify the
areas where the employee needs to improve.
The HR manager must include only relevant
needs in the plan
Selecting learning styles and process At this stage, several styles for learning will be
chosen and the process for delivering
knowledge. The selection is done on the
grounds of identified needs for the procedures
of development.
Preparing and implementing learning plan Here the plan will be executed and it will

enable the employee to develop his skills in
which he lacks. The execution must be done as
per the planning.
Promoting individual lifelong learning At this stage, several ways and strategies are
chosen for encouraging the employee to gain
lifelong learning. It will provide him such
lessons and learning which will be fruitful for
his entire professional life.
Recording, supervising and examining When the plan is executed, process of
evaluating and revising the plan starts. The
knowledge and skill level of the staff member
is being assessed. This will allow to check the
effectiveness of the plan which is being made
and implemented.
It can be stated that the use of techniques such as 360-degree feedback system will support in
identification of the performance of workers. Here, the information and data about employee
performance will be taken from co-workers and colleagues.
SWOT ANALYSIS
(Candidate Name) John Dickson
Date completed: 23/02/2017
Employee Job-Role Profile: Customer service advisor
Is dealing with a range of customers daily and handling anything from general enquiries to
complaints, your role can be done over the phone, face to face or even online.
Strengths Weaknesses
What is the candidate good at?
Good communication
What skills does the candidate need to
improve on?
Time management skills

Problem solving Long term planning
Multitasking
IT skills
Leadership skills
Opportunit
ies
Threats
What resources, advantages do the
candidate has?
What constraints, disadvantages does
the candidate has?

Training sessions.
Developments.
Assess to training.
Changing in the labour market.
Changes in technology.
Job loss due to economy.
Personal Development Plan
OBJECTI
VES
What does the
employee need
to be able to do
differently
(improve skill/
ACTIVITIES/ACTIONS
How could this be done
(reading, coaching, formal
training, other)?
Training and development
course
SUCCESS
CRITERIA
The criteria which
would determine that
the objectives set have
been met
TIM
E
FACTO
R
When
does, the
employee

knowledge/
change
behaviour)?
Microsoft package program need to
do it by?
To improve
Time
management
skills
Long term
planning
Multitasking
IT skills
Here, formal coaching will be
used
Knowing how to use
Microsoft
30th of
June
2017
Long Term
Objectives
(provide at least
one objective)
To improve
decision making.
To improve
leadership
Reading, coaching and self-
managed learning
Making your own decision, on
your own making.
Day to day interaction with
colleagues.
Performance and
accomplishment of
assigned targets
To give public speech
without filling
nervous, and running
over the allocated
time
29th April
2018
AC 4.1 Explain the factors which should be considered when planning the monitoring and
assessment of performance
There are several factors which influence while making plans and their supervision in
relation to the planning the monitoring and assessment of work performance. These factors have
been explained below:

Customer services: The states organisation must make sure that their staffs handle the problems
and issues of its customers effectively and patiently. They should build good relationships with
the customers so that the reputation and image of the bank improves. This is because the
goodwill of bank is determined by the feedback and reviews of the customers only (Cook, 2016).
Services to the customers are very crucial factor in the banking sector. Relationship between
customer and employees of the bank creates foundation for the growth and progress of the cited
bank.
Presence of employees: Appearance of staff at the mentioned bank is also one of the essential
factor that must be considered when the performance is evaluated. The purpose of considering
this factor is that the employees who have good attendance, there are more possibilities that they
receive handsome number of perquisites and appraisals. The employees who take more leaves
and are not punctual with their timings do not get adequate perks and this affects their
performance (Green and et. al., 2016). The performance goals should be integrated with the
goals of organisation and they should be clearly communicated in the organisation. The
employees should not get any surprising information which may hinder their work.
AC 4.3 Evaluate the success of the assessment process
To evaluate the above-mentioned development plan for staff member of Delta PLC bank,
it has been analysed that the plan is supportive to the requirements and to develop them. The
development plan has made several improvements in the current skills and potential of a
selected employee named John Dickson. It has proved beneficial for the cited bank as it makes
the whole procedure in the bank organised and systematic. It not only makes betterment in the
capabilities and knowledge of the chosen employee who is a customer service advisor but it also
improves the overall performance of the bank. It is known that when goals of staff are aligned
with organisational objectives and goals, it shows that John has improved his skills and along
with it the bank is also progressing towards its short term as well as long term goals (Hodges,
2016).
The plan has brought many changes in behaviour and attitude of John. This in turn has
developed and improved the customer relationships of the bank. Also, the plan had enhanced the

lifelong learning in John in an effective manner. With this the problem of low presence rates
has also been resolved with the implementation of the development plan. Absenteeism has been
a key obstacle in the achievement of organisational goals and objectives. Along with these, the
cited bank has become capable enough to provide better customer services which are adding it
into its image and reputation. So, the brand image of the bank has enhanced in the banking
sector. Therefore, it can be evaluated that the plan has proved to be advantageous for the
organisation as well as for John Dickson.

CONCLUSION
From the present study, it has been ascertained that to work with people and to lead them
are different tasks altogether. The report discusses about the necessary documents which are
required for the HR manager to produce during recruitment and selection procedures in context
of Delta Plc bank. It has been evaluated from the report that legal factors such as Equality Act
2010 and Data Protection Act 1998 along with ethical factors such as medical tests, documents
verification makes significant impact on the recruitment and selection procedure in the cited
bank. With this a reflective statement of the HR manger has been assessed which highlights his
own contributions in the entire process. Furthermore, the skills and features which are needed for
leadership are being examined. Moreover, it has been concluded that the continuous professional
development plan has proved effective and beneficiary for the staff as well as the mentioned
bank.

References
Books and Journals

REFERENCES
Books and journals
Armstrong, M., 2016. Armstrong's Handbook of Management and Leadership for HR:
Developing Effective People Skills for Better Leadership and Management. Kogan Page
Publishers.
Fredrickson, B.L., 2016. Leading with positive emotions.
Hodges, J., 2016. Managing and Leading People Through Organizational Change: The theory
and practice of sustaining change through people. Kogan Page Publishers.
Marino, S.C., McLeod, C., Tamburic, L., Quirke, W., Koehoorn, M. and Amick, B., 2016. O09-
2 Leading indicators: applying the institute of work and health (IWH) organisational
performance metric (OPM) to british columbia (BC), canada. Occupational and
Environmental Medicine. 73(Suppl 1). pp.A17-A18.
Antony, J., 2015. Challenges in the deployment of LSS in the higher education sector:
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Chen, L. K., Liu, 2014. Sarcopenia in Asia: consensus report of the Asian Working Group for
Sarcopenia. Journal of the American Medical Directors Association. 15(2). pp.95-101.
Davis, C. S., 2016. Conversations about qualitative communication research: Behind the scenes
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Duffield, C., Graham, 2015. Why older nurses leave the workforce and the implications of them
staying. Journal of clinical nursing. 24(5-6). pp.824-831.
Lund, A.K. and Lund, A.K., 2016. Leader legitimacy–a matter of education? Leading Highly
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Cook, P. J., 2016. Leading innovation, creativity and enterprise. Industrial and Commercial
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Green, B., and et.al., 2016. Leading article: how can I optimise my role as a leader within the
surgical team? British Journal of Oral and Maxillofacial Surgery. 54(8). pp.847-850.
Hodges, J., 2016. Managing and Leading People Through Organizational Change: The theory
and practice of sustaining change through people. Kegan Page Publishers.