Developing People and High Performance Organisations

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Developing People and High Performance Organisations
Video Transcript

1
Hello. Learning and developing is a key part in the success of an organisation since it
enables the employees to improve their knowledge and skills which assist them in doing
their job more effectively. As the HRD professional of Red Telecom, I understand the
importance of successful diversity management at the workplace since it fosters strong
relationships and innovation at the workplace (Vaccaro, Jansen, Van Den Bosch & Volberda,
2012). I will summarise the key features of the Workplace Learning and Development
Proposal which was submitted by me in which I proposed to create an action plan of
learning and development of the team leaders of customer resolution department in the
organisation. The key ‘gap’ or challenge which this proposal will address is effective
management of diverse team members who are frustrated and stressed due to lack of
guidance and assistance from the team leaders. As senior management team, you
understand that this issue is the key reason for the low performance of the employees at
the workplace which is adversely affecting the relationship of the company with its
customers. The target group for this proposal is the team leaders of customer resolution
department who are unable to provide appropriate assistance and guidance to employees
that are adversely affecting their performance in the company.
There are various key points which are necessary to be evaluated before
implementing this plan. Firstly, it is important to provide the description and analysis of
needed knowledge, skills, and competencies in team leaders. In many occasions, the team
leaders and employees have raised complaints that they did not know what to do when
clients abuse them. Moreover, increasing electronic surveillance has also contributed to
adversely affecting the performance of team leaders. There is imbalance between male and
female team leaders, and many of them suffer stress due to unhealthy workstations. The
team leaders are also not competent to deal with people who have disabilities. Due to the
fear of discrimination, many of them did not disclose these issues. The proposal also argues
for evaluating the appropriateness of current leadership and development policy in the
company which is not suitable to enhance the performance of team leaders to achieve a
level of satisfaction (Wong & Laschinger, 2013). Lastly, the key point is overview of the
proposed learning and development strategy from the senior management team since it will
build confidence and assist in improving the implementation of the learning and
development program of team leaders in customer resolution department.