Leading People through Periods of Unplanned Demand in East Asian Universities

This collection of articles and resources focuses on leadership and management topics related to leading people. It covers various aspects such as managing change, cultural intelligence, recruitment and selection, positive leadership, team effectiveness, and more. The sources include academic journals, books, and online resources from reputable institutions and authors. Overall, the content provides a comprehensive overview of best practices and research-based insights for effective leadership and management.

Working With
and Leading People

INTRODUCTION
TASK 1............................................................................................................................................3
1.1...........................................................................................................................................3
1.2...........................................................................................................................................5
1.3...........................................................................................................................................6
1.4...........................................................................................................................................6
TASK 2 ...........................................................................................................................................7
2.1...........................................................................................................................................7
2.2...........................................................................................................................................8
2.3...........................................................................................................................................9
2.4.........................................................................................................................................10
TASK 3..........................................................................................................................................10
3.1.........................................................................................................................................10
3.2.........................................................................................................................................11
3.3.........................................................................................................................................12
TASK 4..........................................................................................................................................12
4.1.........................................................................................................................................12

4.2.........................................................................................................................................13
4.3.........................................................................................................................................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15
INTRODUCTION
Every organisation requires best people for the specific job so that they effectively
implement their policies and strategies in the best effective manner to achieve the desired goals.
In the present global market where world is advancing very quickly every organisation requires
the effective employees to achieve desire goals and thus effective recruitment and selection
process is required. The organisation also requires effective leadership for the same. Delta Plc
Bank is the well-known financial organisation whose main objective is to give best financial
services to its customers which government organisations, departments ,interrelated bank
transactions international organisations although their remains a small amount of private and
commercial business(Mendenhall, 2012).
This also includes operations related to financial and foreign exchange markets and also indulges
in implementing various government monetary policies and also plays advisory role in financial
and other matters. Thus, this is the duty of human resource manager to select best person for the
organisation to meet its goals and objectives. HR manager selects the employees for the
organisation. The leaders of the management are specialised and experienced in this field to
assist their employees to work effectively. In this report, Delta Plc Bank is recruiting the best
Customer Service Advisor to achieve results from his functions. In this report recruitment and
selection process is clearly defined and it also includes the importance of various leadership
skills, attributes and styles which could lead to enhance the efficiency of the bank (Bush and
Middlewood, 2013.).

TASK 1
AC 1.1 Job description and Person specification for Customer Service Advisor at Delta Plc
Jane as HR of the Delta Plc Bank is responsible for proper mechanism of workforce in the bank.
He is liable to develop and implement plan to hire suitable candidates for vacancy in the
enterprise. Here, he is responsible to select Costumer Service Advisor who can easily perform its
functions of advising and providing information regarding financial products and services of the
bank to its customers. Recruitment process begins with advertising the requirement of specific
person through electronic media, printing media or digital media. The advertising format of the
job is as follows:
Job Description
Job Title: Customer Service Advisor
Salary Band: 20000 pounds per year
Hours: 9am to 6pm
Accountable To: Team Leader, Customer Service Centre
Location: Delta Plc Bank, 100 Sydney St, Chelsea, London SW3 6NJ.
Job Summary
Customer Service Advisor is responsible for providing information regarding financial
products and services of the bank to its customers and handling any inquiries and resolving
customer complaints (Lev, 2013). So they are expected to understand guidelines and policies of
the bank and need to have in depth knowledge of the products and services to be delivered by the
bank to its clients and should be capable of resolve customer's problems effectively.
Main Duties and Responsibilities
 Providing effective customer services to new and existing customers effectively without
any doubts in their minds.
 Ensure that, the entire bank’s policies, procedures, and regulatory guidelines are strictly
followed during discharging of duties.
 Protecting and enhancing the bank's social goodwill and contributing in achievement of
bank’s overall goals and objectives.
 Informing and explaining the new bank products and services to the clients.

 Suggest effective ways to promote financial products and services of bank to increase
customer satisfaction and realisation.
Person Specification
Requirement Essential
Criteria
Desirable Criteria Assessment Method
Education/Qualification
Higher education and equivalent
GCSE Level cleared
Yes
No
No
Yes
Form of application/ face to face
interaction
Form of application/ face to face
interaction
Experience
Experience of dealing with
customers by telephone, fax, email
and internet
Experience of Data inputting (high
levels of speed and accuracy)
Yes
Yes
NO
No
Application form/Interview
Application form/Interview
Skills, Knowledge and Abilities
 Excellent Communication
Skills
 Well Known with MS
Office
 Effective conversation
skills on fax, telephone and
e-mails
Yes
Yes
Yes
Yes
Yes
No
Form of application/ face to face
interaction
Form of application/ face to face
interaction
Form of application/ face to face
interaction

E-mail Address: [e-mail]
Postal Address: Delta Plc Bank, 100 Sydney St, Chelsea, London SW3 6NJ.
For further enquiry please call: 941318997
AC 1.2 The assessment of the impact of legal, regulatory and ethical considerations on the
R&S process
Recruitment process is very lengthy and essential which starts from advertising of
requirement of personnel and receiving application for the post. After receiving applications,
the role of HR manager is to start selection process by keeping in mind the legal, regulatory
and ethical consideration to continue the process by following all the legal obligations. The
HR manager needs to keep in mind the Equality Act 2010, which safeguards the employees
from the discrimination and harassment due to their race, sex and disability. Thus,
company HR need to take effective step to avoid legal violations and discrimination on the
basis of the religion, age, gender and disabilities (Peterson, 2011). Thus, the selection
process should not contain any question regarding social and financial background of the
applicant.
Any kind of unfair practices directly affects the morale of workers and thus reduces the
efficiency and productivity and further it destructs the social image of the organisation.
Thus, HR manager should make sure that selection and recruitment should not be biased in
any form at any level. Bank's regulatory body must review all the functions carrying on in
the bank and ensures that no unlawful act is going on and if it is happening develop effective
policy to remove that. The organisation need to face various legal obligations if its policies
do not follows Equality Act 2010 such as inquiries, investigations and unlawful act notices.
Act 2010 is not followed by the organisation which would directly affect the goodwill of the
organisation and lose faith in the eyes of customers (Goetsch and Davis, 2014).
AC 1.3 Reflective accounts on the contributions made as the HR manager
Jane, HR manager has the responsibility to create necessary job profile which would increase
efficiency and productivity within the organisation. The recruitment process includes following
four steps to select the best person for the specific job as discussed below:

The first phase includes the group interview of all the applicants by Jane to pick individuals who
can be further interviewed individually.
After the initial phase has been completed, the HR should allow its responsible and
experienced authorities to take the interviews of each and every individual in the light of skills,
abilities and working capabilities.
The applicants who are shortlisted in the above phase as per their skills and abilities are
now interviewed by the HR itself to select them according to organisational desires and goals
and job specifications required (Day, 2014).
Finally, the HR makes arrangements so that the panel of senior heads and managers
interview the short listed candidate and have face to face questionnaire with him.
Thus, as HR manager Jane will review communication skills, positive attitude towards
the job and manager has the responsibility to take effective a timely decisions regarding the role,
salary, incentive and working timing before providing the job letter to the selected person for the
job.
AC 1.4 Evaluation of the contributions made in the selection process as the HR manager
The recruitment manager plays a vital role in organizing the interview and other components
required in selection process. Being the recruitment manager Jane performed the following
operations which have directly benefited to the organisation:
 Jane took all essential steps to summarize and frame all the essential interview questions
which helped him to analyse all the applicants in the light of skills, abilities, and job
specifications which could easily accomplish the desire objectives of the organisation to
recruit the new employee in it.
 Jane took all essential steps regarding advertisement of the employee required for the
Customer Service Advisor post and same was posted through different mediums. Today
there are different modes of advertisement and the most popular mode now days is social
media which allows the person to express its requirements and views in large area Thus
HR has number of options to choose best employee for the organisation which could
enhance the organisation's productivity and efficiency (Savikko and et.al., 2010).
Internet provides various jobs search facilities where the companies could easily upload

their job requirements and job searchers can easily contact the related authority and vice
versa. This saves selection cost as well as management time.
 The other step is to short list the effective applicant's CV from the thousands applications
received by the HR. He examines CV in the light of necessary qualifications, experience,
current job details, present designation, CTC as per the requirement of the organisation.
This is the most essential phase in the process of selection which requires effective
decision making skills and since Jane has long experience in this field thus he effectively
short listed the CV's of efficient applicants (Kuroda, Yuki, and Kang, 2010).
 As an HR manager Jane took effective steps to frame interview questionnaire and make
necessary arrangements of the final interview to be taken by senior panel of the
organisation.
Limitations of the Contributions made by the Jane as HR
But as the HR manager Jane gave less preference to internal recruitment which could also
help the organisation to achieve effective employee within the organisation which would require
less training arrangements as he would be well known of the culture and working policies of the
Delta Plc Bank. The new employee will require training to understand the working of the bank
which is time consuming activity.
TASK 2
AC 2.1 The skills and attributes required for leadership
Working as a leader and a member, Delta Plc Bank offers great level of opportunity and
experience. Leadership skills are an essential component which leads to effective and
thoughtful decisions about the organisation's goals and objectives.
Some of the leadership skills of the leaders of the Delta Plc Bank are as follows:
Positive Attitude: This is the most important attribute of leaders of the Delta Plc Bank that they
are very supportive, positive and friendly to its employees. It is well known that productivity
and efficiency of an organisation largely depends on the working environment in the
organisation thus leaders of the bank has the specific skill to motivate the working environment

through various means like time to time appraisal, monitory and non-monitory incentives,
surprise refreshments, bonus on achieving timely targets etc.
Display High Integrity and Honesty: Leaders of Delta Plc Bank are honest and transparent and
have clear vision of the uncertainties and admit the same. He never try to escape from his
responsibilities and are ready to face and overcome with the problems and resolve them
effectively rather than making complaints or excuses.
Some of the leadership traits that enhance the efficiency of the Bank are as follows:
Awareness: Leaders of Delta Plc Bank understand the nature of difference prevailing in the
organisation and accept it and act accordingly. This builds their image, their actions, and their
communication skill and attribute. Specifically in conflicting situations in the organisation,
leader should maintain a proper system of reporting of the problems faced by the members
regarding functions and other conflicts they face in dealing with the customers and then it is the
duty of the leader to identify the root cause of the problem and consult it with senior members
about the same.
Emotional Intelligence: Leaders of Delta Plc Bank has the special attribute to understand the
customers preferences and readily makes the changes as per the requirement. These leaders too
have the capability to evaluate the weaknesses and strengths of all the employees and delegate
the task too each employee according to their strengths and motivate them emotionally to
contribute in the organisations up-bringing. They never demoralise any of the employee by
giving them task which is beyond their capacity. They trained them emotionally and technically
first to work efficiently.
AC 2.2 The differences between leadership and management
Management: The management is responsible for the framing of the policies relating to
finance, equipment’s and techniques to attain the goals. The objective of the management is
to ensure the smooth working in the organisation.
Leadership: This is a type of art which can enhance the efficiency of the organisation to attain
the goals, framed and developed by the management. The success of the company is based on the
leadership. A leader of the organisation boosts the work flow and ensures the time management
within the organisation(Gwyer, 2010).

Leader and manager has same objective to attain the final goal of the organisation but
management focus on the employees, work flow, machines, expenses and several relative things
that covers whole organisation but the leadership is mainly focus on the employees(Chen and
et.al., 2014). The leadership leads the employees and if they are not working effectively it is the
duty of the leaders to resolve the issue of the employees and lead them to work effectively to
achieve the desire goals of an organisation.
Managers mainly focusses on the current job to be done efficiently whereas leaders
focusses on the future and take the decisions accordingly thus, they help the employees to
achieve their future career goals.
Managers supervise the group of people or task as per the responsibilities and guidance
and direction they received from the top level management, Whereas leaders have the capability
to take up the responsibility of the task all alone and can individually work on it.
Managers always work according to the directions and policies the top level management
set for the organisation thus do not focusses on the outcome of the work whereas leaders like to
go beyond the control and achieve the ultimate goal which he set for himself.
Difference between the leaders and mangers of the Delta Plc Bank are as follows:
In Delta Plc Bank, managers are responsible to seek that all the bank policies are
effectively carrying on by the leaders and employees. He is also responsible for timely
achievement of organisational goals developed by the board. Leaders of the bank are responsible
for the effective working of the employees and ensure the positive and motivating environment
in the organisation. He also ensures the resolving of the conflicts between the employees and
communicates same to the managers to consult with them about it.
2.3 Compare leadership styles for different situations
Jane as HR also follows the leadership skills to effectively complete the Recruitment and
selection process on time such that the Bank's objectives could easily be fulfil to receive the
efficient Customer Service Advisor. But during the implementation of the process the leader
need to face various difficult situations and overcome with it effectively, some of the situations
are as follows:
Conflict Of Interest: Conflict of interest is the situation where candidate has some or the
other personal or professional interests in the cited company . It could be any person who has

direct or indirect relation with the board or the selection committee of the organisation. This is
the most difficult situation for the leader, Jane who has the responsibility to choose the best
candidate for the organisation without annoying any member of the selection committee and the
Board members. The leader, Jane used his Transformational Styles to overcome this situation.
Jane quickly diagnose the interest of the committee and board to choose the particular candidate
as the Customer Service Advisor . He quickly diagnoses the strengths and weaknesses of the
particular candidate and examine him under the light of the necessary qualities to achieve the
basic objectives of the organisation. If the candidate has the close relationship with the
committee member or the Board member the leader try to explain the person that the candidate
will not perceive for long in the organisation as he is not capable to handle such difficult task and
resolve the disagreements and motivate them to take effective steps to enhance the efficiency and
productivity of the organisation by keeping their personal interest away.
Conflict Between Two Committee Members: This is the other difficult situation which
as the leader, Jane faced during the recruitment and selection process. Every human on the earth
has his own views and ideas towards the specific situation. Recruitment and selection process is
one of the lengthy and complex process to choose the best candidate for the organisation among
the numerous candidates appeared for the interview and every selection committee member has
their own views regarding choosing the best candidate thus, as a leader Jane use Participative
leadership style to overcome with this situation and involves all the members in the decision
making process and listen their respective views carefully and keep the final decision power with
him.
AC 2.4 Two ways to motivate staff at Delta Plc to achieve objectives
The management and leaders have to motivate their staff timely in their respective departments
to ensure best outcome from their work. So they have to use the Maslow’s hierarchy of needs
theory to motivate the employees by knowing their requirements. Management is well known
that every person has some priorities and needs in their life and these wishes and priorities
motivate them to strive in the life (Goleman, 2010). Management is very keen about the salary
expectation of all the employees as per their posts which not only satisfy their basic needs but
also motivate them for self-esteem and self-respect. Management also provides financial security

to the employees by providing various financial incentives like insurance policies, provident
finds, after retirement pension scheme etc. Thus, this theory leads to employee motivation and
development. The management needs to analyse the needs of the employees and find out the
solutions for their needs and resolve the disharmony arising in the minds of the employees. This
could be done by two effective ways which are as follows:
 Communicate effective: There should be effective conversation between the employees
and managers to know about their needs and they have to make proper solutions related
to the work. The management and leaders of the Delta Plc Bank use the Maslow's
Hierarchy Theory to motivate the employees of the organisation by taking regular
feedback of their work and evaluate their work in the light of requirement of training and
development so that they do not get demoralise when they are compared with the same
job worker in other organisation in the society. They also communicate effectively to
resolve their complaints and grievances as quickly as possible so that they feel safe and
secure working in the organisation(Kuroda, Yuki and Kang, 2010.).
 Incentives: Incentives should be given to the employees for their extra work because
money motivation is very effective on employees . Here the management again use the
Maslow's Hierarchy Theory to motivate the employees through timely recognition and
promotion in the organisation as the appraisal . The leader of the organisation know that
the every human being on earth is aggressive towards its basic and esteem needs and thus
he could easily motivate the employees by timely enhancing the esteem needs of the
employees as per the quality of their work through growth, promotion and advancement.
(Kilpatrick, 2013).
TASK 3
AC 3.1 Assessment of the benefits of teamwork for Delta Plc

Definition of Team work:
Team work means to work collectively in the group to achieve the common organisational goal
efficiently and effectively. Delta Plc Bank is the financial organisation that needs to work
collectively to satisfy the desires of the large number of consumers(Kilpatrick, 2013).
Benefits of working in a team:
In respect of Delta Plc Bank which deals with the delivery of financial services to the costumers
related to the accounts opening, financial transactions in the accounts opened, foreign exchange
transactions and other interrelated transactions among the other banks. Thus, this organisation
needs to facilitate the large number of clients of every status, class and financial background so
need to work in team to work effectively. Some benefits of working in a team are as follows:
 Every person expertise is effectively utilize in the team and helps to achieve targets in a
planned and effective manner. Delta Plc Bank is the financial organisation so it requires
to work collectively to satisfy the customers demands and working in the team enhance
the efficiency of every member in the team as every member has one or the other
specialise skills and working in team works as the exchange beneficial strategy for every
member.
 Various innovative ideas could easily be shared among the team and thus it results to best
possible outcome of the specific job (Kuroda, Yuki, and Kang, 2010). The team members
can easily come out of the solutions of every problem which organisation faces in day to
day operations as every member of team has its own thinking capability and experience
in the one or the other areas which can be easily converted into the effective solution.
 It enhances the overall communication skills of all the members of the team help the
employees to share their innovative ideas clearly to other group members. Delta Plc Bank
requires the effective communication system as without communication the financial
organisation can't operate and work efficiently.
 It develops the feeling of trust and harmony among the team members as the team
members works with the co-operation.
 When the goals are achieved on time, the team members are encouraged to work more
and utilize their best of their capacity for the assigned team tasks (Lev, 2013.).
The above benefits of working in the team in Delta Plc Bank have enhance the efficiency and
productivity of the organisation which in turn have increases the customer loyalty towards the

bank . Customers are satisfied with the quick response regarding their queries about the financial
services. They need not to wait for the right and effective direction by the right person thus,
working in the team have turned the Bank into well organised financial organisation without any
chaos and disturbance. The organisation now have effective system to quickly resolve any
complaints and grievances of the customers and the employees within the bank because team
collectively takes responsibility of any problem in the Bank and solve it.
AC 3.2 Demonstrate working in a team as a leader and member towards specific goals,
dealing with any conflicts or difficult situations
A team leader of Delta Plc Bank is the one who has the power to instruct, guide and direct its
members and employees to meet the planned aims and objectives of the organisation effectively
keeping in mind the time management. The Delta Plc Bank leaders follows the Belbin Team
Role Theory to make effective solutions of the conflicts arose at the time of recruitment and
selection of Customer Service Advisor for the bank. He performs following two roles to
overcome the challenges of conflicts within the organisation:
Conflict of Interest: A team leader as the Monitor Evaluator is well known about weaknesses
and strength of every team member working under him and thus has the capability to inspire
them to work impartially, keeping away the self interest because self interest adversely affects
the ultimate goals of the organisation. The preferred candidate need not be deserving for the post
because the deserving and eligible person do not require any references. The leader has the
courage to explain its selection committee and even its Board members, the consequences of the
appointment of the non- deserving person and the wastage of funds on recruitment as he could
evaluate that the preferred person will not perceive for long in the organisation . He could also
explain that the partial recruitment could also affect the social goodwill of the organisation in the
market and can loose the deserving candidates which could take the Delta Plc Bank to high.
(Mendenhall, 2012).
Conflict Between two members in the Selection Committee: Recruitment and selection
process is the collective process to be accomplished by HR, supervisors and senior management
thus team leader need to efficient co-ordinator. As the co- ordinator the leader has the capability
to involve every member in the decision making of recruiting and selection process and share the

views among each other as every member has their own decision criteria and leader coordinate
every views and choose the right one. He as the leader has the capability to resolve the conflict
between the two members by giving appropriate reason to take the specific decision.
AC 3.3 Review of the effectiveness of teams within Delta Plc in achieving goals
The working of the team can easily be reviewed by two ways:
As per the GRPI Model of Team Effectiveness we can easily review the effectiveness of
the recruitment and selection team which could be explained as follows:
Source:(GRPI Model Of Team Effectiveness, 2017)
The recruitment and selection team effectiveness can be reviewed on the basis of
following factors:
Goals: Goals means that the organisation should have well defined objectives to be taken
into priority to achieve the desire results in the organisation. Recruitment and selection process
has the specific goal to select the best candidate for the organisation. The recruitment and
selection team need to select the deserving candidate for the post of Customer Service Advisor.
Illustration 1: GRPI Model Of Team Effectiveness, 2017

So, they need to be very specific about the job profile and the role of the customer advisor in the
organisation so that effective interview process could be held and all the essential questions
should be included in the questionnaire. Delta Plc Bank has efficient HR manager to take all the
necessary decisions regarding the process and thus effectively succeed in this review process.
Roles: Roles defines the responsibility of every member involved in the task.
Recruitment and selection committee has efficient leader who has the capability to delegate the
responsibility to each and every member as per its efficiency and skills. Every member of the
committee is well aware of their task in the selection process and works accordingly within time
because they know this process is very lengthy and time consuming too. Thus the recruitment
and selection process also succeeded in this review process also( Lev, 2013).
Processes: Processes deals with clear decision making processes. As it is essential for
the Bank to hire effective employees for the organisation which could effectively fulfil the
desires and objectives of the organisation. It requires in depth research regarding the attributes
and skills who can fulfil the desires and objectives of the organisation . Thus, Delta Plc Bank are
very conscious and diligent to search for the effective source of advertising for the recruitment of
the candidates and frames effective selection process to choose the best employee for the
organisation.
Inter- personal relationships: Inter personal relationship in the organisation intensifies the
good communication system within the organisation which is very essential in Delta Plc Bank ,
the financial organisation collectively work to satisfy the clients queries and demands regarding
the various financial services. Since, the leader of the bank is the efficient coordinator, the whole
team have effective communication among them.
Thus as per GRPI Model, the recruitment and selection team is very effective. This
effectiveness can be further reviewed through regular feedback where the leader and the
management of the Delta Plc Bank regularly take feedback of the work done to quickly analyse
the changes require and respond speedily on the to maintain the effectiveness of the team to work
efficiently on every task allotted to them(Mayfield, 2014).
TASK 4
AC 4.1 Discuss the factors which should be considered when planning the monitoring and
assessment of performance

As a human Resource manager Jane will consider the following points to plan and monitor the
performance of the members:
 Efficiency: Outcome of any organisation depends upon the efficiency of its employees.
The HR manager Jane has the responsibility to select the efficient and deserving
candidate for the Delta Plc Bank to enhance customer loyalty towards the bank and
develops the well managed organisation. Thus its team members need to be very cautious
about the selection process such that they could complete their work within time and
utilize the available resources efficiently. Thus every stage of the recruitment and
selection process need to be so efficient that the best employee can be selected and the
best results helps to monitor the performance of the members.
 Performance Goals should be clearly communicated: The organisation need to have
the efficient communication system which could clearly explain the organisational goals
to be achieved. There should be no hidden meaning that could create the misconception
and mismanagement within the organisation which later results to chaos and
disharmony. Thus every thing should be clearly defined and explain. So this is also the
best way to assess the performance of the members in the organisation that they have
clear communication and interaction between each other or not(Mendenhall, 2012).
4.2 Plan and deliver the assessment of the development needs of individuals
Candidate Name: John Michael
Employee Job Profile: Customer Service Advisor
Data: 18/03/2017
Employee Job-Role Profile:
Strengths Weaknesses
What is the candidate good at? What skills does the candidate need to improve
on?

1) Good communication skill regarding
telephonic, faxes and e-mails
conversation.
2) Well educated MBA student in finance
with good marks.
3) Gained diploma in the computers thus
good presentation capability in front of
customers.
Candidate is from the other country so not
good in the English language thus require
training in this concern.
Fresher, do not have any practical experience.
Opportunities Threats
Candidate is merit holder in the MBA finance
thus Bank can use his professional skills in
increasing the Bank's productivity.
Candidate does not have any time
management.
Smart Goals Base on the SWOT
Keeping in mind the strengths, weaknesses, opportunities and threats, the HR need to be specific
regarding the attainment of the organisational goals and should delegate the task as per this
analysis. The managers need to measure the strength of the candidate that he is the merit holder
in MBA thus his professional skills can be efficiently used to increase the productivity of the
Delta Plc Bank and this could enhance the Bank's market share rapidly because the candidate too
has the best presentation skill which could attract the large number of customers toward the
bank. After measuring the strength and weaknesses of the candidate the necessary training and
development programme should be developed to achieve the measures calculated. Such
development programmes should be reliable enough to polish his strengths and the opportunities
can easily be achieved and eliminates the weaknesses and threats of the candidate. This whole
process should be done within specific time bound.
A plan for the development needs for the Customer Service Advisor in the Delta Plc
Bank

OBJECTIVES
What does the
employee need to be
able to do differently
(improve skill/
knowledge/ change
behaviour)?
ACTIVITIES/AC
TIONS
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
When does the
employee need to do
it by?
1) The Customer
Service Advisor need
to have efficient
communication skill to
explain all the
financial services to its
potential clients.
It requires the formal
training from the
experts and seniors
who have already been
in the organisation for
long and have gained
experience in the
same.
The clients satisfaction
and the demand to deal
with the same person
is the best criteria to
determine that the
objective have
received.
One month is enough
for such formal
training.
2) CSA need to be
well known about the
policies and legal
legislatures so that he
could work ethically
for the bank.
It requires the reading
and coaching sessions
to make the person
aware of the Banks
policies and guidelines
and even government
regulations regarding
the banks as a whole.
No complaints
regarding the violation
of any rules and
regulations by any
client or the various
government authorities
examining the
unethical practices of
the employees in all
the financial
organisations.
10 to 15 days

AC 4.3 Evaluate the extent to which your assessment process has been successful
Working of the Delta Plc Bank is largely based on the collective efficiency of all the
employees in the Bank. It is the financial organisation which has the basic objective to satisfy the
clients queries and demands regarding various financial services and banks policies and
guidelines. As the HR manager, Jane has been successful in assessing the right person for the
post and developed the efficient personal development programme and now the person is
efficiently working in the Bank from last one year and promoted once by the appraisal and
customers are also satisfied with his efficient work and thus increased the clients have rapidly
increased in last one year. The bank has not faced any legal obligations regarding any unethical
practices and Bank have enhance the customer's loyalty towards the bank (Miller, and Rollnick,
2012).
CONCLUSION
The above given report regarding Delta Plc Bank, the financial organisation rendering
financial products and services to the large number of clients. The company is having a particular
process of the recruitment by the HR mangers that are playing a great role in the recruitments of
best and effective employees for the organisation. The report explains that democratic leadership
styles are more beneficial for the organisation than autocratic leadership because democratic
leadership allows its employees to share their views and opinions with their seniors and
managers which help them to increase efficiency of the organisation. It also includes the
leadership traits that differentiate the leaders from the other employees and managers of the
organisation such as monitor evaluator and coordinator. The Bank is using democratic style to
allow the employees to participate in the decisions and share their views with their seniors. This
report also specifies the roles of managers and leaders in the bank and benefits of working as a
team in the bank which increases its efficiency.

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