Employability Skills Report: Improving Performance at National Trust

This report provides a detailed analysis of employability skills, focusing on the role of a Visitor Welcome Manager at the National Trust. It outlines the individual's roles, responsibilities, and performance objectives, including coordinating groups, educating visitors, and managing tours. The report evaluates the effectiveness of defined objectives, highlighting strengths such as communication and creativity, and weaknesses like problem-solving and leadership. Recommendations for improvement include training programs, team meetings, and technical skill development. The report also explores motivational techniques based on Maslow's and Herzberg's theories to enhance employee performance. Furthermore, it addresses work-based problems, communication styles, time management strategies, team dynamics, and problem-solving methods. The report concludes with a discussion on strategies to solve workplace issues, including bullying and conflicts, and their potential impact on the business.

EMPLOYABILITY SKILLS
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TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Set of own responsibilities and performance objectives........................................................3
1.2 Evaluation of effectiveness for defined objectives................................................................3
1.3 Recommendation for the improvement.................................................................................3
1.4 Motivational techniques used to improve the quality of performance..................................3
TASK 2............................................................................................................................................3
2.1 Solutions for work- based problems......................................................................................3
2.2 Communication styles in appropriate manner at different level in organisation...................4
2.3 Time-management strategies.................................................................................................5
TASK 3............................................................................................................................................6
3.1 Roles play in a team by the individuals.................................................................................6
3.2 Team dynamics and improvement in its effectiveness..........................................................7
3.3 Self-managed approach for groups to improve motivation and performance.......................7
TASK 4............................................................................................................................................8
4.1 Tools and methods for solving different problems................................................................8
4.2 Appropriate strategy for solving the particular issue.............................................................9
4.3 Potential impact of implementation of strategy on business...............................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12
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INTRODUCTION
Employability skills denote to the behaviours and skill’s set possesses by the individual in
order to perform every job. It is also called as foundational skills, soft skills, job- readiness or
work- readiness skills. This helps the person in communicating with its sub ordinates at job
place. National trust works for the preservation of the cultural heritage in a particular region,
founded in 1895 in England, UK. It is a charitable organisation working for the saving the
natural beauty and heritage place. This report discusses about the employability skills in terms to
achieve the common objective for the organisation.
It has reflection on the first section of the report which describes the roles and
responsibilities with the objective for developing effectiveness in working of individual. Also, it
shares the views about the effective team building and time management strategies which
improves the team’s working efficiency along with the management report which consists of
different solutions for solving the issues aired at workplace. Further, report contains explanation
about the individual role play in the teams and approaches for self management in order to
improve the motivation towards work. It helps in improving the performance and efficiency of
the employees. At last, it has some strategies for solving the bullying problems and conflicts at
workplace. Also, discusses the appropriate strategy for the company and its potential impact on
it, in terms of financial and non- financial impacts.
MAIN BODY
TASK 1
1.1 Set of own responsibilities and performance objectives.
My roles, responsibilities, skills and performance objectives as a visitor welcome manager
at National trust are as follows-
Roles
Coordinate groups- I have to coordinate the groups who came to visit heritage and natural sites.
Educating visitors- I will play a role of educator for the visitors, I have provide right information
related to the site and solve their queries.
Managing tours- I need to look out overall arrangements for the tour on these sites. Manage
resources and required things for the groups who came to visit.
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Welcome Guests- I have to attend the guests and give a warm welcome which impacts positively
their hearts and mind.
Responsibilities
Operations- I need to take care f the operation related to the management . Budget and managing
staff. So no conflicts would be raised at workplace.
Presentations- I have to prepare power point presentations for the upper level authorities and for
clients to make them understand about our projects and work.
Managing information- I have to pay responsibility on the f\low of information at the workplace,
so that no misunderstanding would be exist.
Making customer service strategy- I have to make such strategies leads to customers satisfaction.
Skills
Communication: I can interact with other and convey the message. It gives the right information
to others and it help to precede the task in right manner.
Team Work: Team work is more appropriate in order to perform any task. So, I believe that
working in a team is better than working as individual.
Leadership: I have better leadership skills like I can motivate others to do the work in effective
ways. I try to understand the feelings of others. Also, I need to develop my leadership skills to
perform better in future and build the employees trust on me.
Creativity: creative mindset is important to perform the task innovatively. It tells about your
efficiency, eligibility and knowledge. This helps in giving new ideas for doing the tasks in new
ways.
Awareness about the market and other skills: team leader should have the knowledge of the
outside world. So manage the marketing, commercial awareness is very necessary. Also, other
skills like technical skills, presentation skills are needed to perform the task.
1.2 Evaluation of effectiveness for defined objectives.
As I have appointed as the Visitor Welcome Manager in National trust, I shared my
responsibilities and performance objectives. It effectiveness are as follows
Strengths
Communication: My role as a Visitor Welcome manager is to convey any message in the
internal or external environment of the organisation.
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Creativity: I have Creative mindset which is important to perform the task innovatively.
Weaknesses
Problem Solving: My responsibility is to solve the issues and problems raised during the visit of
visitors. Also, I have to resolve the issues between the subordinates, if anything goes wrong
among them. I need this approach in terms to solve any issue and keeping peaceful environment
for the visitors. This reduces the risk of the failure and enhances the working ability.
Leadership: I need to develop my leadership skills to perform better in future and build the
employees trust on me. Different operations performed during the visit of guest, so I have
instruct and guide the employees effectively. It requires good leadership skills.
Opportunity
Increase the knowledge: I have noticed that the employees have deep knowledge about the
natural places and heritage sites. It helps me to spread awareness among visitors. But according
to my plan I want to organise the development sessions for the employees who help them to gain
more knowledge about the other place’s heritage sites, natural places and many more things.
Increasing responsibility: I need to perform my job with dedication. I have to maintain proper
coordination with the employees. Otherwise, it leads to failure of the target. If I do my work with
more enthusiasm and passionately, then may be I can get a chance to get higher position in
future.
Threat
Low Technical skills- As I need to prepare power point presentation, so I need to be familiar
with Microsoft office. But I don't have much knowledge how to operate it . So, it create barrier
for me.
No budgetary knowledge- As I have no knowledge related to finance and accounts. So, I have
fear of funds management.
Personal Development Plan
Skills Scale from 1 to 10 Measures
Communication skills 8 Need to interact with more
people
Technical skills 4 Need to take coaching or more
interact with computer systems
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to get familiar with Microsoft
office
Leadership skills 6 Need to practice on front of
mirror and instruct people and
also interacting with the
subordinates to make familiar
with me.
Problem Solving Skills 5 Try to find out new ways to
solve the problems.
Taking opinions from others.
Creative and innovative 9 -
1.3 Recommendation for the improvement.
Recommendations
 Organise training and development programs regularly to improve the communication
skills of the employees.
 Arrange meeting of the teams to develop the mutual understanding among them.
 Provide important responsibility like leadership for less time period. It helps them to gain
experience and develop as an effective leader.
 Development of skills will improve the planning processes in teams.
 Arrange technical and core coaching sessions to improving the technical skills of
individual person.
 Properly use of technology at workplace.
 Give knowledge about the working processes of the company can help individual person
to improve their problem solving skills.
 Developing knowledge help to improve the working criteria of the employees and they
work smartly. Also it helps them to accomplish task in time limit with innovative
thinking and creativity in work.
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 Human resources have to emphasise on taking participation in group discussion which
help them form new strategies and finding new approaches for achieving the target.
 Also, the employees should sue the technology at workplace which enhances the capacity
of working. It makes easier to communicate. Technological innovation helps to track the
performance of the staff.
1.4 Motivational techniques used to improve the quality of performance.
I think Natural trust is trying to motivate employees timely. But some motivational
techniques help them to improve the performance of their employees. Motivational theories
proposed by Maslow’s, Herzberg, etc.
For better understanding I explain both these techniques
Maslow’s theory of motivation- this theory is proposed by Maslow, it carries some needs
according to the demands of the employees discussed as
Physiological needs- basic needs like water, food, hygiene, cleanliness etc. should be fulfilled at
the workplace. Otherwise employees do not feel good to do job.
Safety needs- As the employees feel safety in job and other security like health security, morality
and resources security. This helps them to work stress free at workplace.
Love or belongings- Staff members become good friends and possess familiar relationships. It
helps in achieving the target easily because they have good communication and mutual
understanding. So, company needs to consider that employees should get friendly environment at
workplace.
Esteem needs- Company have to understand the esteem needs of the employees. These are
confidences, respect, behaviour, achievement. This helps to improve the culture of the
organisation.
Self-actualisation needs- Employees should have realisation about its skills, knowledge,
efficiency, creativity, and accepting the facts.
As the discussed technique of motivation helps to motivate the employees in the National
Trust to perform better. As the better employee relations at workplace, which encourage them to
help each others. So, it directly impacts in increment the productivity of the company. Esteem
needs and self actualisation needs of the employees are filled, then it makes them more energise
towards their work.
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Herzberg theory of motivation- this theory gives two factors which make thee employees to
work. These are motivators (recognition, responsibility, achievement, growth) and hygiene
(salary, working conditions, security, and relationship) factors.
So in my point of view employees at workplace need motivation to do the work with more
enthusiasm and dedication. Natural trust has to apply this Herzberg's motivation techniques to
improve in the quality of the performance of the employees. As they can appreciate the
employees for doing good voluntary and manage the visitors and solving their queries. Also, give
the incentives to the employees which performs well. By monitoring their performance, company
need to provide them extra benefits. So, this develops their motivation to do the work with more
dedication.
TASK 2
2.1 Solutions for work- based problems.
As the National trust allows 20 million visitors per year to visit the heritage sites and
natural sites. Some employees in the National trust are not working properly and this enhance
sthe workload on others. Due to this reason there in unfriendly environment is created and some
employees are about to leave their jobs. (Suleman, 2016). National trust should focus on
implementing solutions for mitigating this problem.
Strict Actions against people who spreads negativity. So, that would create fear in the
staff and nobody will support such activities in the premises.
On the other hand, leaders have to emphasise on building better relationships among the
employees. So it will create positive atmosphere in the National trust. They have to enjoy with
each other in there free time. Motivate employees to support each other.
Also, employees who are not serious towards their work and do not accomplish task
which increases the workload on others. Company need to remove these employees, so it helps
to maintain positive environment.
2.2 Communication styles in appropriate manner at different level in organisation.
In Teams at workplace, they possess different styles of communicating with other staff
members and higher authorities. Communication styles like telephonic skills, body language,
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listening, spoken communication, main conversations, motivating, collecting information,
presentation, supporting, accepting and giving criticism, and negotiation. National trust has to
consider these communicating styles for spreading the awareness and achieving their goal. They
mainly believe that natural beauty and cultural heritage should not be harmed, so the employees
work to preserve them (Asfaw and Gebreslassie, 2016). It needs proper communication, so they
to consider about different communicating styles at workplace.
 Telephonic communication helps to improve the skills of thinking of understanding what
the employee or client want to say.
 To convey message or some important thing to the employees or management,
presentation skills is proved very help as it contains the audio or visual things. This also
helps the employees to make report according to the demands of the customers (Azmi
and et.al., 2018). This develops the asking ability in the staff, any query or issue they can
directly ask to team leader related to the presented thing.
 Team leader can praise the employees for their efforts, this encourage the team’s
motivation. They also provide reward system for their employees which build their inner
strength towards working.
 Collecting information about the staff members helps the manager or team leader to
understand their opinions, feeling and demands.
 Body language helps to sense the feelings of the other employee during the
communication (Freund, Clark and Gidusko, 2019).
 Mails help to connect the upper level authority and get informed about the issues or the
efforts directly by the employees at middle and lower level in the company.
2.3 Time-management strategies.
Time management strategies help the individuals or teams to accomplish the tasks on
time. There are some approaches or managing time like priorities, to-do list, delicate, time
management, achievements, rest, project and technology.
TIME-MANAGEMENT STRATEGIES
To Do list
To manage the time properly
Time-Management
Next this helps in assigning time
Rest
Also, leader must force
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to achieve the goal on time,
team leaders have to
emphasise on the to-do list
because it helps them to know
which tasks are needed to be
performed.
Set Priorities
By preparing to do list, it helps
them to set the priorities of the
task.
Delicate
This strategy helps to identify
the delicacy of the work that
how much it is important to
complete.
for the task that which process
would need how much time, so
time management would be easier.
Achievement
As keeping the track of the time to
complete the task, team leader
should appreciate the employees
for their achievement, it builds
their moral towards working.
them to take rest to feel
fresh.
Information technology
It helps the team leader to
track the performance of
the staff members, so that
it builds better
understanding between the
team leader and employees
and they can assigned new
task according to their
efficiency.
As National trust working for the preserving the heritage and natural beauty they need to set
the time limit for them. It enhances their efficiency of managing sites. It helps them to spread
more awareness among people.
TASK 3
3.1 Roles play in a team by the individuals.
Natural trust organisation is working for the welfare of the natural locations and heritage
sites. They want to preserve them and future generation can view such things. But there may be
role conflicts arise at workplace, so they have to assign the roles and responsibilities to the
employees according to their eligibility and capacity. So roles are discussed below using
Belbin’s theory.
Belbin’s team roles
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Shaper: it is first stage in which the task is analysed and propose the format to start the same.
This role is very challenging and dynamic because it needs high level critical analytical skills in
the person to identify the key points of the task and the issues which may rose during the
execution (Roach and West, 2017). Also it can be dominated for other employees.
Implementer: Employee who performs this role is considered as the most efficient and
disciplined person because it needs high skills to convert the theoretical approach into practical
action.
Completer Finisher: The person who plays this role should have tolerance and patience along
with him to accomplish the task. This role is assigned to the responsible employee who has to
submit the task before he deadline given to him.
Coordinator: Employee, who is assigned the role of coordinator, should need to maintain the
proper communication between the employees and manager in terms of task accomplishment.
Team worker: Name defines the meaning itself, because this role is assigned to that employee
who can manage the team effectively (Wood, William and Copeland, 2019). Also, it should be
diplomatic and good listener. It should help the others to motivate them towards their work and
enhance efficiency of the work.
Resource Investigator: Person who has assigned this roles in the company should be
communicative, extrovert and enthusiastic. He should be able to explore the opportunities
available all around. It helps them to allocate resources properly in effective manner to reach the
certain goal.
Plant: this job is assigned to the person who has creative mindset and innovative skills to solve
any issue during the work. But mostly they possess less communication skills.
Monitor Evaluator: the person required to perform this job should be able to track the record of
the process and evaluate the performance of the employees (Fiore and Georganta, 2017).
Specialist: They are the single minded employees at workplace who are dedicated and focused
towards their work which utilise their experience and knowledge to complete the task.
3.2 Team dynamics and improvement in its effectiveness.
Natural trust works in teams to achieve their target easily. They develop effective teams for
performing the tasks. So Tuckman’s team building theory is proposed for the team dynamics at
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workplace. Tuckman’s model for developing strong and effective team has five stages, discussed
as follows
Forming: It is the primary stage for developing the team in which the group members are
gathered only. Employees are not aware with each other and they don’t recognise their roles and
responsibilities at first. So they have to be polite and stay calm for the executing the work.
Storming: in second stage each and every member of the team will try to dominate other
members. Also, they challenge their team leader in order to prove themselves right. Such issues
raised in this stage (Moser, 2018). But it develops the knowledge about the capability of the
group members so that they are assigned the task according to their eligibility.
Norming: in this stage people try to understand the issues and try to come together as a team.
They also try tor resolve the issue related to the task. Team members develop their mutual
understanding and cooperation, start supporting each other. Also they appreciate each other’s
qualities and give respect to the authority which is their leader.
Performing: in this stage they perform their roles and duties which are assigned to them with
mutual understanding (McLean and Kim, 2017). It helps them to reach the ultimate goal.
Adjourning: this stage also called as deforming, as the team members are not supporting in the
team they would be replaced. In case of several failures, new team is developed.
3.3 Self-managed approach for groups to improve motivation and performance.
To achieve the team’s objective, each and every employee should possess self managed
approach which develops their skills. Natural trust is a charitable organisation so it may be
possible that the salaries of the employees may not received on time, so sometime they have to
do the job in free as a charity. So they need to have self managed approach to do the job in
organisation and do not feel less motivated (Muñoz-Mata and Pech, 2019). To accomplish the
task, some steps followed by the employees like
Framing: Members of the group should identify the ideas to solve the problem. This is the initial
stage in which problem is framed by the workers.
Siding: it is the fabrication of the idea proposed to the problem.
Painting: in this step, employees start giving shape and make it in presentable form to
understand others in the team.
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Inspection: All the things should be inspected by the employees after getting the details about
the task. So that the final product will not left behind any mistake or contains fault.
Shipping: At last the project is developed, this is provided to the customer for the final view.
Do’s
 Update all the team members, telling about the significance for the steps taken to
accomplish the task (Omar and et.al., 2016).
 Clarify the time limit and efforts needed to process the task.
 Have patience during the execution of the task.
 Inform the authority on time.
 Support other group members.
Don’ts
 As the team leader, it must not dominate the other employees.
 Never bargain in total time which needed for processing the task.
 Never judge the capabilities of the group members.
TASK 4
4.1 Tools and methods for solving different problems.
To solve any issue which has risen at the workplace like bullying or conflicts among the
employees, it needed proper identification of the problem. First of all the problem is evaluated
then it should be documented for better understanding. Next the points mentioned in the project
are needed to be read and understand, and then it should be submitted to the middle level
authority like team leader or manager for further completion. It would be circulated among the
employees (Lynch, Lynch and Clemens, 2018). As the group gets the report, they need to
understand the purpose for the preparation of the project and what things are missing at the
workplace which is required to be fulfilled. Also the team members should collect the
information about the issue and reach to the root of it. Then the data is collected, reason are
evaluated behind the problem, it is important for them to propose the solution for the same. Next
they have to get through the appropriate solution which helps them to achieve the target. To
reach up to desire goal, tasks are divided and assigned to individual to play their roles and
responsibility which lead them to success and recover from the problem (FarajAllah and et.al.,
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2018). Also, they have to try the alternative for solving the particular problem and then decide
which is better to implement. It is evaluated through thee reviews and testing of the proposed
solution.
National trust can use this methodology to stop the bullying and conflicts at the workplace
and increases the mutual understanding between the employees. As this is the charitable
organisation they have work with cooperation and they have to ignore the minor mistakes done
by the sub ordinates. This enhances their working capacity.
ROSA Strategy
This tool can be used for problem solving with in an organization. There are different
steps are included in this strategy to solve any problem with in a project. These steps are-
Orientation, Strategy, Action, Evaluation and Refection. By following this five steps any
problem related to the business project can be solve. This process starts with prepare for
problem, make effective strategy to solve problem. Implementation of strategy and post
implement evaluation need to be made to ensure the solution of problem.
PRIDE model of problem
Pride problem solving is one of the simplest method that can used to solve technical
design problems. This is an acronym of problem, research, ideas, doing and evaluation. These
are five actions that are need to be performed in order to solve any problem regarding business.
Problem- Define and analyse problem currently faced by organization.
Research- Conduct vast level research in order to collect effective data related to the problem
that company is facing.
Ideas- Development and short listing of various ideas that can help the individual person to solve
particular problem. These ideas can be developed with brain storming, thumbnail sketches and
refined skeches.
Doing- Implement shortlisted data in order to solve the problem.
Evaluation- After the implementation of particular data it is important to evaluate the condition
to ensure effectiveness of the implemented strategy or idea.
This is how by using this strategy different normal and technical problems can be solved.
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4.2 Appropriate strategy for solving the particular issue.
Appropriate strategy included these steps according to the processes that are specified in
above can be used to solve various issues that are faced with in a situation. For effective problem
solving PRIDE model of Problem solving can be implemented.
Finding the Problem: it is the initial stage of the project. Receiving the report on the particular
problem, it is necessary to identify the key points about the issue. So it will create and develop
proper understanding in the mind of the employees. Like which problem they have to solve,
purpose behind the project, so that they will try to reach next step of this.
Finding facts related to it: as they identified the problems, worker will get to research about it.
They try to find the reason due to which the issue has been raised workplace. Suppose, an
employee bully the other co worker due to its diverse properties like language issue, colour or
anything else (Mann and Harter, 2016). This bullying affect the mentality of that person and it
will disturb him. So it lowers the working efficiency of that person who faced such criticism.
That’s why is necessary to evaluate the reason of the lower efficiency of the employee at
workplace.
Definition of Problem: Problems are discussed and identified at the first stage and then it
possesses definition for itself. Problem definition set clear image about the issue and less
explanation is needed to make others to understand it.
Finding Solution: As the problem is discussed, at workplace all the employees should
participate in sharing their views about the issue. They propose various ideas for solving it.
Selecting suitable solution: the suitable solution is chosen for the solving the issue. Flexibility
and reliability are firstly considered to attempt the proposed solution (Yu and et.al., 2019). As
the various ideas are there, for choosing any one solution all the pros and cons are needed to be
considered.
Planning: as the solution is chose then it needs proper planning for practice it in regular
activities.
Model: preparing the model of the solution, how it should be implemented in the workplace
gives the right direction for keep making it in practice.
Action: lastly the actions required to take, for resolving the problem. Appropriate actions are
taken at right time and situation. So it will benefit to the business.
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Above strategy is suggested to the National trust for implementing in the organisation.
This will help them to solve the issue step by step and reach to desired goal.
4.3 Potential impact of implementation of strategy on business.
Appropriate strategy is taken in consideration and applied at workplace; its effectiveness
should be evaluated at first. Also the system should identify about the strategies which are
considered for the involvement at workplace should follow the legality and procedure. For
improving continuously in business these strategies would be regular in practice. All the
employees should follow them (Mone and London, 2018). Approaches that are used by the
company to sole the issue or conflicts at the workplace is necessary to design on the behalf of its
feasibility and next it has concerned about the financial and non- financial impacts of it on the
business.
Financial Impacts, Strategies taken in consideration impacts the budget of the company. to keep
in practice it needs some resources for keeping an eye on the employees that they are following
them or not (Raum, 2018). These resources would be costly like the CCTV surveillance, tracking
the internet usage at workplace of the employees, conducting meeting with lower level of
workers to ask about their opinions, etc. All these things need the investment.
Non Financial Impacts, strategies used to resolve the issues for the sake of the business. It helps
them to achieve good reputation in market. Also, it builds strong relationship among the
employees, so they work with mutual cooperation and coordination. It develops critical thinking
in the individual to solve the issues at initial stage (MacLeod, 2018). This enhances the
efficiency of the employees which lead to increment in productivity.
According to the discussed impacts National trust has to evaluate its current financial and
non- financial condition. Also the HR department and the management of the organisation
should emphasise on the possible impacts for adopting the proposed approach.
CONCLUSION
According to the report on the employability skills, it helps to gain the knowledge about the
skills which are needed to achieve the common objective for the organisation. National Trust is
working to save the natural beauty and heritage place, so it needs very high efficiency possessed
by the employees which can help to meet their goal. This report explained needs of the effective
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team building, and how it improves the quality in working of the individual which again
integrate with the other members of the groups. This makes easier to achieve the target of
organisation. Also, the reflection about the roles and responsibilities defined in the report, to
enhance the skills for employees for executing the task given to them. As the team building
theory proposed by the Tuckman is used to identify how the groups can be made strong enough
and possess the higher capability to accomplish the task. Problems like bullying and conflicts at
workplace among the team members in the organisation, also described the strategies which
should be adopted by the company to solve such issues.
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