Deriving Training for Employees to Enhance Customer Service Delivery
Added on 2019-12-03
15 Pages4909 Words200 Views
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WORKINGWITHANDLEADINGPEOPLE
TABLE OF CONTENTSNo table of figures entries found..........................................................................................................3Introduction (M3).................................................................................................................................4LO 1 Be able to use recruitment, selection and retention procedures..................................................41.1 Select and recruit a new member of staff...................................................................................41.2 Impact of legal, regulatory and ethical considerations to the recruitment and selection process..........................................................................................................................................................51.3 Take part in selection process.....................................................................................................61.4 Own contribution to the selection process.................................................................................6LO 2 Understand the styles and impact of leadership..........................................................................72.1 Skills and attributes needed for leadership.................................................................................72.2 Difference between leadership and management.......................................................................82.3 Compare leadership styles for different situations.....................................................................82.4 Ways to motivate staff to achieve objectives (M1)....................................................................9LO 3 Be able to work effectively in a team........................................................................................103.1 Benefits of team working for Tesco.........................................................................................103.2 Demonstrate working in a team as a leader and member towards specific goals, dealing with any conflict or difficult situations...................................................................................................113.3 Effectiveness of the team in achieving the goals......................................................................11LO 4 Be able to assess the work and development needs of individuals...........................................124.1 Factors involved in planning the monitoring and assessment of work performance...............124.2 Plan and deliver assessment of the development needs of individual (D3).............................124.3 Evaluate success of the assessment process (D3)....................................................................13Conclusion (M3).................................................................................................................................13References (D2)..................................................................................................................................14
TABLE OF FIGURESFigure 1: Recruitment and selection process of Tesco8Figure 2: Maslow's theory of motivation111
INTRODUCTION (M3)Leadership is the art through which a leader generates number of followers in theorganization by convincing them to consider the strategic directions. The present study has beenmade on Tesco which is a customer- oriented business and which aims to offer products that providevalue to money for its customers. The business keeps high standards so that quality services can bedelivered; thus building customer loyalty is a cost effective strategy for the business to grow incompetitive retail market place (Taber and Mayfield, 2010). Thus, as per such context, the presentstudy has been discussing the impact of legal and ethical aspects on selection and recruitmentprocesses. Leadership and the concept of management both have a number of differences which isbeing discussed in the subsequent study.LO 1 BEABLETOUSERECRUITMENT, SELECTIONANDRETENTIONPROCEDURES1.1 Select and recruit a new member of staffFor the purpose of managing new store of Tesco, it is required for the managers to recruitand select potential talent who have the ability to deal with organizational aspects. Thus, for thesame purpose, person specification, job description and duties are stated as under.Person specificationRequirement Essentials Desirable Education, training andqualificationMust have the ability to manageall organization processes. The manager should have toaccess different sources forimparting training to theemployees.Skills and Knowledge Management skills are required Knowledge of personnelmanagement and all activities isrequired.ExperienceNoneAt least 2 years of experiencesis required in retail industryPersonal attributesSmart and well presented teammemberMust have the ability to manageall business aspects. Skills and abilities The manager should haveappropriate communicationskills so that employees andcustomers both can be managed2
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