Leading Effective Workplace Relationships: Performance Analysis Report

This report analyzes the case of Bounce Fitness, focusing on leading effective workplace relationships to improve team performance. It begins by assessing current team performance, identifying weaknesses like lack of teamwork and communication issues. The report proposes strategies to enhance communication, including formal and informal meetings, emphasizing important messages, and active listening. It addresses cultural diversity within the team and suggests methods for the manager to be accessible to employees. The report then examines employee feedback, highlighting issues such as unequal workload distribution and lack of cooperation, proposing solutions such as team meetings, internal and external consultations, and documented agreements with monitoring and evaluation. The report further explores the social, ethical, and business standards of Bounce Fitness, emphasizing the importance of stakeholder confidence, and adjusting personal behavior to fit organizational norms. It then delves into developing trust and confidence as a leader, emphasizing empathy and the development of new social, ethical, and business standards. Finally, the report discusses the importance of building strong networks for the company's success, including a communication plan, and how networks have been used to build relationships and benefit projects, concluding with a role-play analysis of performance appraisals and how to manage difficulties into positive outcomes.

Running head: LEADING EFFECTIVE WORKPLACE RELATIONSHIPS 1
Leading Effective Workplace Relationships
Name:
Institution:
Affiliation:

LEADING EFFECTIVE WORKPLACE RELATIONSHIPS 2
Managing Effective Relationships – Bounce Fitness Simulation
1.0 Task 1: Workplace Relationships and Team Performance
Cairns centre currently has seven employees. The current average performance of the team is
currently at ‘meet requirements’, which is, a rating of 3.This is demonstrated in the table below:
Name of
Staff
Role Average
Perfomance
Rating
Strengths Weaknesses
Lachlan
Miller
Fitness Instructor 2 Customer Service Lack of Team
work
Time Keeping
Ashley
Jackson
Fitness Instructor 3 Client Support
Team Work
Public Relations
Sally Stowe Assistant
Manager/Fitness
Instructor
3 Customer Service
Public Relations
Firmness with
Staff
Giving
constructive
feedback
David
Dawson
Fitness Instructor 3 Team Player
Customer Service
Growing Client
List
Varying fitness
classes
Jim Hunt Fitness Instructor 3 Customer
Development
Customer Loyalty
Team Work
Organization
Naomi
Hamilton
Fitness Instructor 3 Team Work Problem Solving
Paul Thomas Cairns Center
Manager
2 Staff Appraisal Communication
Skills
Leadership
Collaboration
Risk
Management
Problem Solving
An analysis of the performance appraisals shows that there needs to be more teamwork.
Teamwork is not effective in the Cairns centre and this has greatly affected workplace
relationships. To enhance communication and teamwork in the Cairns team, the following
guidelines will be put in place:

LEADING EFFECTIVE WORKPLACE RELATIONSHIPS 3
Building a communication culture – A communication culture will be created where the team
will have both formal and informal meetings. This will assist all the employees to be comfortable
with one another. Employee communication will be encouraged by making sure the meetings
that are held are interactive.
Emphasizing on important messages – There will be emphasis on important messages by
keeping them short and precise. Good work will be recognized in front of the team and follow up
done on any issues that are raised by the staff.
Listening to employees – Mechanisms will be put in place to ensure that employees are listened
to. Formal feedback methods will be put in place and input will be taken seriously. This will
ensure that employees freely communicate to leaders and to one another.
The cairns team is a culturally diverse one. To make sure communication is effective across all
the cultures, the team will try to understand the cultural differences in the Cairns team. The
differences will be respected and communication will be done in such a way that all the team
members understand.
There will be active listening so that everyone takes in what another is saying and that the team
understands one another. This will enable everyone feel like part of the team as their concerns or
suggestions will be listened to.
To ensure that the center manager is always available for the team members, the following steps
will be taken:
 Time will be set aside every day to speak to each of the employees and ask them how the
job is and any challenges they may be facing.

LEADING EFFECTIVE WORKPLACE RELATIONSHIPS 4
 The manager will ask employees open-ended questions and this will enable a good
working relationship, as it will create openness.
 The manager will take interest in the personal and professional success of the employees.
Employees will be encouraged to develop both their personal and professional lives.
When developing and refining new ideas, advice will also be sought from the general manager.
The general manager is the overall head hence receiving her input will be great for the Cairns
team.
2.0 Task 2: Communicate Information and Ideas
Employee feedback was sought and it is evident that work is not being shared equally in the
team. Some of the fitness instructors feel that they are doing more work that their colleagues.
They feel that they are overworked yet some of the employees do not seem to have enough
clients. Another issue that has been brought up is that some of the employees are unwilling to
assist whenever others are overwhelmed. Some employees are not also active in looking for
clients and do not seem to be willing to take on new clients hence making others over worked.
In solving these issues, a team meeting will be held and the issues affecting the team identified.
The manager will communicate the concerns that have been noticed about the Cairns team and
employees given a chance to speak about the same.
Internal and external consultations will be done on how this issue will be solved. The procedure
for engaging external consultants at bounce fitness will be followed before any consultant is
engaged. Internal consultation will also be carried out as per the internal communication strategy
of bounce fitness.

LEADING EFFECTIVE WORKPLACE RELATIONSHIPS 5
Once consultations have been done, the teams will then brainstorm and list possible solutions to
the current problem facing the team. The manager will ask each team member to suggest ways in
which teamwork can be enhanced in the Cairns team. The team will then evaluate the options
that have been given together. During this, the team will decide which solutions they think will
be most effective to solve the current situation. The best solution will be selected and the team
asked if they are all comfortable with whatever has been selected. While at this, the manager will
express the fact that teamwork is key and all members should have equal roles hence no one
should feel overworked. The problematic employees should be spoken to one on one so that they
are given verbal warnings against their behavior. The agreements made will be documented nd
monitoring and evaluation put in place to ensure that all the fitness instructors pull their weight.
Any employee who breaches this will face disciplinary consequences.
3.0 Task 3: Theory-Research
3.1 Social, Ethical and Business Standards of Bounce Fitness
The complaints policy ensures that there is consistent, fair and confidential handling of complaints for
both customers and staff. The company aims to resolve complaints at the first point of contact. All
complaints are recorded and monitored until resolution.
The customer service policy of bounce fitness states that all employees must deal with customers
irrespective of their status in the company. Staff must be courteous and friendly at all times to customers.
The administrative policy states that emails must be used in a responsible manner. There will be limited
personal use of email to ensure professional and efficient delivery of services.
The employee code of conduct sets out rules that guide employees to behave ethically and responsibly
within the work place.

LEADING EFFECTIVE WORKPLACE RELATIONSHIPS 6
3.2 Gaining and Maintaining Stakeholder Confidence
To maintain the confidence of customers and staff trust must be built. This will happen when there is
constant fair treatment and important decisions are made with the contributions of everyone. Another
important factor will be to pay attention and respond to what the stakeholders say and do. Stakeholder
opinions must be responded to so that they feel part of the company. There must be commitment to
stakeholders. The manager must show stakeholders that he wants to build a long-term relationship with
them. Stakeholders must also be engaged so that loyalty can be built.
3.3 Adjusting Personal Behavior to fit into Social and Cultural Norms of Bounce Fitness
 The manager will ensure that they are open-minded so that they fit within the culture of
the organization. The views of other people will be respected.
 The manager will carry out observation before reacting or making any comment. This
will assist in being sensitive to other cultures or norms
 Questions will be asked before any decision is made so that no one deems anything as
offensive. Clarification will be sought where needed
4.0 Task 4: Develop Trust and Confidence as a Leader
4.1 Treating Internal and External Contacts with Empathy
It is important for a leader to put themselves in one’s shoes. Displaying empathy will be done by:
 Active listening when interacting with internal and external contacts
 Giving and receiving feedback
 Coming up with solutions
 Encouraging participation and accepting new ideas

LEADING EFFECTIVE WORKPLACE RELATIONSHIPS 7
4.2 Develop New Social, Ethical and Business Standards
The new social, ethical and business standards will be developed to cover the new project and
the areas that will be covered are:
 Risk and Compliance Standards
 Customer Relationship Management
 Supplier Standards
 Stakeholder Standards
 Sustainability and Environmental Management
 Community Responsibility
4.3 Maintaining Trust and confidence of Shareholders and Project Team
Trust and confidence of the shareholder and project teams will be built through:
 Sharing all project details including project proposals and project schedule
 Listening to team and shareholder feedback
 Involving team and shareholders in project formulation and implementation
 Giving a report on the financials through financial reports
 Holding meetings on project progress
 Communicating value propositions
4.4 Adjusting Interpersonal Styles to New Environment and Leading team
To enable adjustment to the new environment the manager will:
 Communicate the change process to all employees
 Involve employees in the change process
 Nominate change champions to assist in change process
 Involve employees in decision making

LEADING EFFECTIVE WORKPLACE RELATIONSHIPS 8
5.0 Task 5: Analysis
5.1 Importance of Developing Strong Networks by Bounce Fitness
 The company will establish strong business relationships
 The company will be able to maintain its position in the fitness industry
 The company will be successful in strategy as it will have established the necessary
platforms for success
5.2 Benefits of Building Strong Networks
 Bounce fitness will benefit from immense opportunities and this will enable the business
to grow
 The company will be able to get referrals and this will lead to increasing customer base
 The company will benefit from free advice from its connections
 The company will have increased confidence when doing business
6.0 Task 6: Develop Trust and Confidence as a Leader
6.1 Communications Plan
Bounce Fitness
Stakeholder
Type of
communication
Means of
communication
Stake in project
Project Manager Telephone and One on
One Meetings
Electronic and
Memo
High-Ensures all
deliverables are on
course
Project IT Engineer Telephone and One on
One Meetings
Electronic and
Memo
High-Designs
Automated Mail
Delivery System
Marketing and Sales Telephone and One on
One Meetings
Electronic and
Memo
Medium – Marketing

LEADING EFFECTIVE WORKPLACE RELATIONSHIPS 9
Team automated mail
delivery system
Finance Team Telephone and One on
One Meetings
Electronic and
Memo
High-Make sure that
the project utilizes
funds appropriately
Customers Adverts and Email E-mail /Direct Mail Low- They will only
adopt service if
automated system is
efficient and effective
Employees Telephone and One on
One Meetings
Electronic and
Memo
High-Ensure project is
successfully
implemented
6.2 How Networks have been used to build relationships
Expansion- By building relationships with government, it becomes easier for the company to
expand into other Australian towns
Customer Increase-The networks that have been built have led to word of mouth marketing which has led
to an increase in the number of customers. This has led to organizational growth.
Strong Brand – Bounce Fitness has strengthened its brand image due to its networks. This has helped the
company to maintain customer loyalty as the networks have marketed them in a positive light
Industry Trends – Through establishment of networks, the company has been able to follow industry
trends as they get to know early which trends are popular with customers. This has helped in the tailoring
of services.

LEADING EFFECTIVE WORKPLACE RELATIONSHIPS 10
6.3 Networks and Project Benefits
The networks that have been built by the company will lead to success of the new project. This is
because the company already has a strong brand image. The networks will give reviews about
the project and assist the company in knowing if they are on the right path.
7.0 Task 7: Manage Difficulties into Positive Outcomes
In the role-play, the performance assessment for Lachlan Miller has been used and the relevant
outcomes are indicated under each row.
Performance Appraisal for Lachlan Miller
7.1 Collection of relevant information Relevant information was collected by interviewing
the employee so as to know why they were not
performing on the job and the challenges that he
may be facing
7.2 Communication of ideas The communication was done face to face and in a
friendly manner so that the employee would not
feel uncomfortable
7.3 Issue resolution Employee was asked his views on how issues
would be resolved, ideas were suggested to him
and the same compared
7.4 Treatment of internal and external contacts The internal and external contacts were treated with
respect and empathy
7.5 Use of standards The set policies and procedures were used in
guiding the performance appraisal of the employee
7.6 Trust and Confidence Confidentiality was maintained as per the policy
7.8 Identify and analyse difficulties Identification of obstacles to employee

LEADING EFFECTIVE WORKPLACE RELATIONSHIPS 11
performance was done and difficulties faced by the
employee analysed
7.9 Guide and Support A monitoring and evaluation plan put in place for
the employee to guide perfomance
7.10 Improving Outcomes Methods of improving performance were put in
place and this was tracked
7.11 Adjust Interpersonal Styles The manager adjusted the interpersonal style so as
to interact with the employee on a personal level
and drive performance
7.12 Encouraging Team Members Team members were encouraged to communicate
freely and to give feedback
7.13 Conflict Management Conflict management was done impartially without
taking sides
8.0 Short Answer Questions
8.1 How Work relationships and the social and cultural environment can support or hinder
achieving planned outcomes
Team Work – Work relationships and the organization’s social and cultural environment can
enhance teamwork. Good relationships lead to employees working as a team and this creates a
positive environment of high performance.
Open Communication – Good work relationship lead to open communication in the organization. Open
communication is important as it enables honest feedback and leads to better work management.
8.2 Six Techniques for Developing Positive Work Relationships
 Accepting and Celebrating Differences – Celebrating all cultural differences and finding
a way to work with everyone leads to positive work relationships

LEADING EFFECTIVE WORKPLACE RELATIONSHIPS 12
 Listening Effectively –Listening to employees whenever they have an idea or a complaint
gives them confidence hence enhancing work relationships
 Open Door Policy – Having an open door policy in the company where employees are
not restricted on how they interact with management will create a positive work
environment
 Open Communication –Open communication leads to ideas being exchanges constantly
and builds a team spirit hence leading to good working relations within the organization
 Giving and Taking Feedback – Giving employees honest and unbiased feedback and
accepting feedback from them is a way to create a positive work environment.
 Mentoring – Mentoring employees from the moment they start working for the company
makes them feel welcome and this creates positivity in the office
8.3 Four Methods and Techniques for Communicating to Stakeholders
 Project Reports – Reports should be produced at each stage of the project and shared with
stakeholders. This way, they will know how the project is progressing and raise any
issues of concern as the project progresses
 Gantt Charts – Gantt charts are a good way of communicating to the stakeholders, as it
will show project timelines as regards the project. Stakeholders will therefore be able to
keep up with project progress and raise any arising issues
 Meetings – Frequent meetings can be done to update stakeholders. The meetings should
be interactive and stakeholders allowed giving their feedback or ideas.
 Video Conferences –Video conferencing is a good way of meeting with stakeholders.
This can be done frequently and it will allow for stakeholders who may be far away to
participate.