Employability Skills for CRM at Travelodge: Analysis & Improvement
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This report assesses the employability skills required for a Customer Relationship Manager (CRM) at Travelodge, a leading UK budget hotel chain. It identifies key responsibilities and performance objectives, evaluates personal effectiveness, and provides recommendations for improvement, including enhancing communication, knowledge gathering, and multitasking skills. The report also explores motivational techniques, such as Maslow's Hierarchy of Needs, to improve performance quality. Furthermore, it addresses work-based problems like ineffective team working and improper appraisal systems, proposing solutions and communication strategies to senior management and staff. Effective time-management strategies, including task prioritization, goal setting, and rational deadline setting, are identified to improve productivity. This analysis aims to enhance customer service and organizational effectiveness within Travelodge by focusing on the professional development of its CRM personnel.
Employability Skills
1
1
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Table of Contents
Introduction......................................................................................................................................3
Task 1 (LO1, AC1.1, 1.2, 1.3, 1.4, M1, M2, M3, D1, D2, D3).......................................................4
Task 2 (LO2, AC2.1, 2.2, 2.3, M1, M2, M3, D1, D2, D3) (700)....................................................7
TASK 3 (LO3, AC3.1, 3.2, 3.3, M1, M2, M3, D1, D2, D3).........................................................10
TASK 4 (LO4, AC4.1, 4.2, 4.3, M1, M2, M3, D1, D2, D3).........................................................13
Conclusion..................................................................................................................................... 16
Reference List................................................................................................................................ 17
2
Introduction......................................................................................................................................3
Task 1 (LO1, AC1.1, 1.2, 1.3, 1.4, M1, M2, M3, D1, D2, D3).......................................................4
Task 2 (LO2, AC2.1, 2.2, 2.3, M1, M2, M3, D1, D2, D3) (700)....................................................7
TASK 3 (LO3, AC3.1, 3.2, 3.3, M1, M2, M3, D1, D2, D3).........................................................10
TASK 4 (LO4, AC4.1, 4.2, 4.3, M1, M2, M3, D1, D2, D3).........................................................13
Conclusion..................................................................................................................................... 16
Reference List................................................................................................................................ 17
2
Introduction
Travel and tourism is a service-oriented sector that requires the personnel to directly deal with
the customers. The matter of maintaining demeanour and hospitality is consequential in this
sector. Therefore, the personnel deployed in the travel and tourism industry needs to be
extremely conscious about improving their employability skills so that they can keep the existing
customers satisfied. In this way, the companies’ can augment their sales and profit and ensure
sustainable performance in the stiff market competition. In this context, the report sheds light on
the importance of employability skills with reference to the case study of Travelodge.
Travelodge Hotels Limited is a UK based travel and tourism company and it is reported to hold
the second rank in the budget hotel industry (Travelodge, 2018). The hotel is focusing on
improving its customer service therefore, the personnel across all hierarchy needs to improve
their skills set attaining the company’s objective.
3
Travel and tourism is a service-oriented sector that requires the personnel to directly deal with
the customers. The matter of maintaining demeanour and hospitality is consequential in this
sector. Therefore, the personnel deployed in the travel and tourism industry needs to be
extremely conscious about improving their employability skills so that they can keep the existing
customers satisfied. In this way, the companies’ can augment their sales and profit and ensure
sustainable performance in the stiff market competition. In this context, the report sheds light on
the importance of employability skills with reference to the case study of Travelodge.
Travelodge Hotels Limited is a UK based travel and tourism company and it is reported to hold
the second rank in the budget hotel industry (Travelodge, 2018). The hotel is focusing on
improving its customer service therefore, the personnel across all hierarchy needs to improve
their skills set attaining the company’s objective.
3
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Task 1 (LO1, AC1.1, 1.2, 1.3, 1.4, M1, M2, M3, D1, D2, D3)
As a Customer Relationship Manager, I have a set of key responsibility areas (KRAs) that are
discussed below:
1.1Develop a set of own responsibilities and performance objectives
Responsibilities:
As a Customer Relationship Manager I am responsible to look after every need of the clients
and ensure they are completely satisfied with the service being provided to them . Therefore, it is
my prime duty to comprehend the needs, taste and preference of the customers and develop
plans and strategies for addressing them. Identifying key personnel in client enterprises is also
my responsible so that profitable corporate relationship can be established. In addition, it is my
responsibility to keep a close watch over every activity of my subordinates to ensure that zero
error is present in the delivered service. Nevertheless, in case of any pitfalls present, I am
responsible to eradicate it so that customer’s grievances are addressed at the earliest.
Furthermore, as a manager it is my duty to ensure full productivity of all the personnel so that
existing customers can be retained and prospective customers can be attracted. Congregating
relevant information from the market and devising new strategies to keep pace with it is a
major KRA of mine (Anantatmula, 2010).
Performance Objectives:
In order to execute afore mentioned responsibilities, I have developed the following performance
objectives:
To focus on building team working and egalitarian working culture so that all employees
feel comfortable working and provide excellent service to the customers
To improve decision making skills so that assimilated market information can be utilised
in an effective manner and best strategies can be devised and implemented.
To improve multitasking skills so that all the works is accomplished on time (Ferreira and
Otley, 2009).
1.2 Evaluate own effectiveness against defined objectives
4
As a Customer Relationship Manager, I have a set of key responsibility areas (KRAs) that are
discussed below:
1.1Develop a set of own responsibilities and performance objectives
Responsibilities:
As a Customer Relationship Manager I am responsible to look after every need of the clients
and ensure they are completely satisfied with the service being provided to them . Therefore, it is
my prime duty to comprehend the needs, taste and preference of the customers and develop
plans and strategies for addressing them. Identifying key personnel in client enterprises is also
my responsible so that profitable corporate relationship can be established. In addition, it is my
responsibility to keep a close watch over every activity of my subordinates to ensure that zero
error is present in the delivered service. Nevertheless, in case of any pitfalls present, I am
responsible to eradicate it so that customer’s grievances are addressed at the earliest.
Furthermore, as a manager it is my duty to ensure full productivity of all the personnel so that
existing customers can be retained and prospective customers can be attracted. Congregating
relevant information from the market and devising new strategies to keep pace with it is a
major KRA of mine (Anantatmula, 2010).
Performance Objectives:
In order to execute afore mentioned responsibilities, I have developed the following performance
objectives:
To focus on building team working and egalitarian working culture so that all employees
feel comfortable working and provide excellent service to the customers
To improve decision making skills so that assimilated market information can be utilised
in an effective manner and best strategies can be devised and implemented.
To improve multitasking skills so that all the works is accomplished on time (Ferreira and
Otley, 2009).
1.2 Evaluate own effectiveness against defined objectives
4
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As per my understanding of my managerial skills I am competent; however I have scope of
improvement. As stated above, I am objected to inculcate team working and egalitarian culture
among my subordinates. I have been able to meet this objective with my interpersonal skills.
Nevertheless, I can still improve my communication skills to be able to convey my instructions
more clearly to my team leaders so that the entire workforce work together to achieve the goal.
In addition, I have been able to suggest certain effective strategies pertinent to customer service
that have helped the company to improve it service. However, I believe I need to keep a close
watch on approaches used by the market rival so that I can develop strategies better than them
and help the company in gaining a competitive advantage. As a manager I need to multitask
however I fail to do it sometimes that hampers a lot of work at times.
1.3 Make recommendations for improvement
In order to improve my employability skills as a Customer Relationship Manager, I need to
following recommendations:
Improve my communication skills
I have to focus on improving my communication skills so that my overall interpersonal skills get
better. In this manner I will be able to convey my instructions and idea better with the
subordinates and promote and practice team working culture. This will helps the employees to
perform better and overall organisational effectiveness will improve (Cheruvelil, et al., 2014).
Enhance my knowledge gathering skills
As a manger I need to play an informational role thus I need to improve my skills of gathering
different kinds of market information. This is important so that I remain informed about the latest
trends and devise customer service strategies accordingly (Ho, et al.,, 2010).
Improve my multitasking skills
Multitasking is an important aspect of my job role therefore I need to focus on improving my
task and time management skills so that I can multi task properly. In this manner I will be ensure
a proper and coherent work flow (Ho, et al.,, 2010).
1.4 Review how motivational techniques can be used to improve quality of performance
5
improvement. As stated above, I am objected to inculcate team working and egalitarian culture
among my subordinates. I have been able to meet this objective with my interpersonal skills.
Nevertheless, I can still improve my communication skills to be able to convey my instructions
more clearly to my team leaders so that the entire workforce work together to achieve the goal.
In addition, I have been able to suggest certain effective strategies pertinent to customer service
that have helped the company to improve it service. However, I believe I need to keep a close
watch on approaches used by the market rival so that I can develop strategies better than them
and help the company in gaining a competitive advantage. As a manager I need to multitask
however I fail to do it sometimes that hampers a lot of work at times.
1.3 Make recommendations for improvement
In order to improve my employability skills as a Customer Relationship Manager, I need to
following recommendations:
Improve my communication skills
I have to focus on improving my communication skills so that my overall interpersonal skills get
better. In this manner I will be able to convey my instructions and idea better with the
subordinates and promote and practice team working culture. This will helps the employees to
perform better and overall organisational effectiveness will improve (Cheruvelil, et al., 2014).
Enhance my knowledge gathering skills
As a manger I need to play an informational role thus I need to improve my skills of gathering
different kinds of market information. This is important so that I remain informed about the latest
trends and devise customer service strategies accordingly (Ho, et al.,, 2010).
Improve my multitasking skills
Multitasking is an important aspect of my job role therefore I need to focus on improving my
task and time management skills so that I can multi task properly. In this manner I will be ensure
a proper and coherent work flow (Ho, et al.,, 2010).
1.4 Review how motivational techniques can be used to improve quality of performance
5
In order to enhance my motivation along with all other employees, the framework of Maslow’s
Hierarchy of Needs theory can be considered. The theory explains that motivation can be
gained by addressing five different needs.
Figure 1: Maslow’s Hierarchy of Need
(Source: Robertson, 2016)
As a manager I should focus on addressing the basic needs of the employees and mine as well. I
need to make sure a proper work stations are provided so that everybody feels comfortable
working. In addition, I need to make sure that all the employees can work safely without hassle
so that they can produce quality service without any worries. Thereafter, in order to ensure that
the employees are delivering their best performance, their psychological needs have to be served.
For this, I need to build a good rapport with everyone so that the propensity of misunderstanding
and grievance is less. Moreover, I will have to safeguard the self esteem of the employees buy
recognising their contributing with the help of proper awards and rewards programs.
6
Hierarchy of Needs theory can be considered. The theory explains that motivation can be
gained by addressing five different needs.
Figure 1: Maslow’s Hierarchy of Need
(Source: Robertson, 2016)
As a manager I should focus on addressing the basic needs of the employees and mine as well. I
need to make sure a proper work stations are provided so that everybody feels comfortable
working. In addition, I need to make sure that all the employees can work safely without hassle
so that they can produce quality service without any worries. Thereafter, in order to ensure that
the employees are delivering their best performance, their psychological needs have to be served.
For this, I need to build a good rapport with everyone so that the propensity of misunderstanding
and grievance is less. Moreover, I will have to safeguard the self esteem of the employees buy
recognising their contributing with the help of proper awards and rewards programs.
6
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Task 2 (LO2, AC2.1, 2.2, 2.3, M1, M2, M3, D1, D2, D3) (700)
2.1 Develop solutions to work-based problems.
Deployed as a customer relationship manager in Travelodge, I have encountered certain work-
based problems, which are analysed below along with solutions:
Ineffective team working:
As per my observation, the teams in the company lack unity which paves the way for
uncoordinated working practices. The main reason for such kind of working practice is
communication gap among the teams. Since the company operates a large scale business it
functions on several departments. However, all the departments need to coordinated manner so
that better service can be provided to the customers. Therefore, in order eradicate this work
based problem; the solution is to improve the communication system through group activities
conferences and meetings. In this way, different teams will have an idea about the roles
responsibilities of other teams and acknowledge them (Chen and Lin, 2013).
Improper appraisal systems:
Employee dissatisfaction is a major reason for deteriorated performance and it is a grave issue in
Travelodge. The main reason for this dissatisfaction is the absence of a proper appraisal system.
Therefore, in order to keep the employees satisfied and convince them to deliver their best
performance, the company need to develop and implement proper award and rewards system.
The employees should be both felicitated with awards and appraised with incentives (Warokka,
et al., 2012).
2.2 Communicate in a variety of styles and appropriate manner at various levels.
Communicating identified work based issues to the senior management is highly consequential
as necessary actions can be taken to mitigate the issue from the grass root level. One of the
effective ways of communicating the issues to the management is written communication.
Therefore, a formal letter is written addressing senior management and a memo addressing to
the staff.
7
2.1 Develop solutions to work-based problems.
Deployed as a customer relationship manager in Travelodge, I have encountered certain work-
based problems, which are analysed below along with solutions:
Ineffective team working:
As per my observation, the teams in the company lack unity which paves the way for
uncoordinated working practices. The main reason for such kind of working practice is
communication gap among the teams. Since the company operates a large scale business it
functions on several departments. However, all the departments need to coordinated manner so
that better service can be provided to the customers. Therefore, in order eradicate this work
based problem; the solution is to improve the communication system through group activities
conferences and meetings. In this way, different teams will have an idea about the roles
responsibilities of other teams and acknowledge them (Chen and Lin, 2013).
Improper appraisal systems:
Employee dissatisfaction is a major reason for deteriorated performance and it is a grave issue in
Travelodge. The main reason for this dissatisfaction is the absence of a proper appraisal system.
Therefore, in order to keep the employees satisfied and convince them to deliver their best
performance, the company need to develop and implement proper award and rewards system.
The employees should be both felicitated with awards and appraised with incentives (Warokka,
et al., 2012).
2.2 Communicate in a variety of styles and appropriate manner at various levels.
Communicating identified work based issues to the senior management is highly consequential
as necessary actions can be taken to mitigate the issue from the grass root level. One of the
effective ways of communicating the issues to the management is written communication.
Therefore, a formal letter is written addressing senior management and a memo addressing to
the staff.
7
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Formal Letter:
8
To,
The Senior Management
Travel lodge
Subject: Work based problems and resolutions
Respected Sir/ Ma’am,
I beg to inform you that it has come to my notice that some our company lacks team spirit. Due to this
uncoordinated working approach of the personnel several works is getting delayed due to lack of
communication. This poor team working has the paved the way for slacking team performance that will
eventually affect the productivity, performance and reputation of the company. As per my observation
of the scenario, I have realised there is huge communication gap among different teams due to which
their work is not synchronised. As known that, the work of one department is dependent on another
department. Therefore in such scenario if all the teams does not share good rapport or communication
the entire workflow will cripple, which will degrade the service quality. The lack of collaboration
among the team is resulting in the emanation of several discrepancies and grievances that is reflected in
the team productivity and performance. Another grave issue that has been observed is that the
employee lack motivation to work. This is another major reason behind the degraded employee
performance. Our company lack proper work recognition schemes due to which the self-esteem needs
of the personnel are not being satisfied.
Nonetheless, I have pondered upon certain mitigation approaches of these issues, which can be
considered by the upper echelon. In order to combat the issue of poor team working the company can
contemplate on organising group discussion or interdepartmental conferences. In order to resolve the
issue of employee dissatisfaction, the company can focus on developing and introducing a proper
performance managements system and recognise the contribution of the employees annually.
Regards,
Customer Relationship Manager
Travel lodge
8
To,
The Senior Management
Travel lodge
Subject: Work based problems and resolutions
Respected Sir/ Ma’am,
I beg to inform you that it has come to my notice that some our company lacks team spirit. Due to this
uncoordinated working approach of the personnel several works is getting delayed due to lack of
communication. This poor team working has the paved the way for slacking team performance that will
eventually affect the productivity, performance and reputation of the company. As per my observation
of the scenario, I have realised there is huge communication gap among different teams due to which
their work is not synchronised. As known that, the work of one department is dependent on another
department. Therefore in such scenario if all the teams does not share good rapport or communication
the entire workflow will cripple, which will degrade the service quality. The lack of collaboration
among the team is resulting in the emanation of several discrepancies and grievances that is reflected in
the team productivity and performance. Another grave issue that has been observed is that the
employee lack motivation to work. This is another major reason behind the degraded employee
performance. Our company lack proper work recognition schemes due to which the self-esteem needs
of the personnel are not being satisfied.
Nonetheless, I have pondered upon certain mitigation approaches of these issues, which can be
considered by the upper echelon. In order to combat the issue of poor team working the company can
contemplate on organising group discussion or interdepartmental conferences. In order to resolve the
issue of employee dissatisfaction, the company can focus on developing and introducing a proper
performance managements system and recognise the contribution of the employees annually.
Regards,
Customer Relationship Manager
Travel lodge
Memo:
9
To,
The Personnel
Travel lodge
Subject: Work based problems and resolutions
- It has been come to the notice of the management that quite a few errors are emanating in the work
procedures in several teams. The teams are not working in a coordinated manner which is resulting
in slacked team performance and the quality of service is getting compromised. Therefore, the
management have contemplated on holding inter department meeting and conferences in every
quarter so that loopholes can be resolved.
- The management further feels that the employees lack motivation which is reflected in their tainted
deliverables. Therefore, the management have designed a well structured and transparent appraisal
system which will acknowledge the contribution of the personnel through appropriate awards and
rewards.
The management is expecting ardent cooperation from all the teams for the successful implementation of
aforementioned ideas.
From,
Customer Relationship Manager
9
To,
The Personnel
Travel lodge
Subject: Work based problems and resolutions
- It has been come to the notice of the management that quite a few errors are emanating in the work
procedures in several teams. The teams are not working in a coordinated manner which is resulting
in slacked team performance and the quality of service is getting compromised. Therefore, the
management have contemplated on holding inter department meeting and conferences in every
quarter so that loopholes can be resolved.
- The management further feels that the employees lack motivation which is reflected in their tainted
deliverables. Therefore, the management have designed a well structured and transparent appraisal
system which will acknowledge the contribution of the personnel through appropriate awards and
rewards.
The management is expecting ardent cooperation from all the teams for the successful implementation of
aforementioned ideas.
From,
Customer Relationship Manager
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2.3 Identify effective time-management strategies in relation to the work-based experience
or in your role as a manager at Travelodge.
As a Customer Relationship Manager I have fathom that time management is imperative in
ensuring improved productivity. Therefore following time management strategies has been
identified pertinent to my work based experience:
Task Prioritizing and Organising
As a customer relationship manager I need to multitask therefore, prioritising every task is very
important so that all the tasks are completed on time. I need to monitor and keep track of a lot of
activities and submit a report to the management. Therefore, I keep a checklist and organise the
work based on their urgency and priority and complete them accordingly (Zampetakis, et al.,
2010).
Goals setting and developing action plan
In order to complete all my assigned tasks on times, I set certain objectives and goals so that I am
inclined to utilise the time in a better way and accomplish all tasks. In addition, I have also
prepared a coherent action plan that helps me to take necessary measures of task completion
accordingly (Zampetakis, et al., 2010).
Setting Rational Deadlines
For utilising time in an efficient manner I set rational deadlines for all my assigned activities.
Setting deadlines have helped me to be in my toes and submit all my works on time accordingly
(Zampetakis, et al., 2010).
TASK 3 (LO3, AC3.1, 3.2, 3.3, M1, M2, M3, D1, D2, D3)
3.1 Explain the roles people play in a team and how they can work together to achieve
shared goals
Team work is pivotal in travel and tourism sector as all the departments are rigidly interrelated.
Therefore without one the other would cripple. Therefore, the roles of people in a team are
defined below with the help of the Belbin’s team roles model:
10
or in your role as a manager at Travelodge.
As a Customer Relationship Manager I have fathom that time management is imperative in
ensuring improved productivity. Therefore following time management strategies has been
identified pertinent to my work based experience:
Task Prioritizing and Organising
As a customer relationship manager I need to multitask therefore, prioritising every task is very
important so that all the tasks are completed on time. I need to monitor and keep track of a lot of
activities and submit a report to the management. Therefore, I keep a checklist and organise the
work based on their urgency and priority and complete them accordingly (Zampetakis, et al.,
2010).
Goals setting and developing action plan
In order to complete all my assigned tasks on times, I set certain objectives and goals so that I am
inclined to utilise the time in a better way and accomplish all tasks. In addition, I have also
prepared a coherent action plan that helps me to take necessary measures of task completion
accordingly (Zampetakis, et al., 2010).
Setting Rational Deadlines
For utilising time in an efficient manner I set rational deadlines for all my assigned activities.
Setting deadlines have helped me to be in my toes and submit all my works on time accordingly
(Zampetakis, et al., 2010).
TASK 3 (LO3, AC3.1, 3.2, 3.3, M1, M2, M3, D1, D2, D3)
3.1 Explain the roles people play in a team and how they can work together to achieve
shared goals
Team work is pivotal in travel and tourism sector as all the departments are rigidly interrelated.
Therefore without one the other would cripple. Therefore, the roles of people in a team are
defined below with the help of the Belbin’s team roles model:
10
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Figure 1: Belbin’s Team Roles
(Source: Batenburg, et al., 2013)
Resource Investigator
This people play the role of identifying resources present in the company and then finding
opportunities to utilise those resources in addressing the shared goal (Batenburg, et al., 2013).
Coordinator
Coordinators refer to those people who have the duty of ordering and synchronising all the team
activities and ensuing error free deliverables (Batenburg, et al., 2013).
Specialist
This people are responsible to guide and advice the subordinates to complete the gaols in an
efficient manner so that quality output can be provided (Batenburg, et al., 2013).
Team Worker
These personnel lay the foundation of all the teams and encourage team working so that the
entire workforce works together in accomplishing the shared goals (Batenburg, et al., 2013).
Plant
11
(Source: Batenburg, et al., 2013)
Resource Investigator
This people play the role of identifying resources present in the company and then finding
opportunities to utilise those resources in addressing the shared goal (Batenburg, et al., 2013).
Coordinator
Coordinators refer to those people who have the duty of ordering and synchronising all the team
activities and ensuing error free deliverables (Batenburg, et al., 2013).
Specialist
This people are responsible to guide and advice the subordinates to complete the gaols in an
efficient manner so that quality output can be provided (Batenburg, et al., 2013).
Team Worker
These personnel lay the foundation of all the teams and encourage team working so that the
entire workforce works together in accomplishing the shared goals (Batenburg, et al., 2013).
Plant
11
These are the members who manifest their creative capabilities for proposing innovative
strategies to the company so that the organisation reaches a niche in the industry (Batenburg, et
al., 2013).
Shaper
These people have the duty of reviewing the performance and shape and align all the tasks with
the shared goals and corporate objectives (Batenburg, et al., 2013).
Monitor Evaluator
These are the people who supervise and analyses the performance of all the personnel and then
appraises them based on their contribution (Batenburg, et al., 2013).
Implementer
Implementers are those who incorporate the developed approaches and ensure that it is facilitated
properly (Batenburg, et al., 2013).
If the people in the company work as one team then everyone can achieve the shared goal. All
the team members need to execute individual task and cooperate with other in completing their
task. In this manner the company can achieve the unanimous goal.
3.2 Analyse team dynamics
Organisational culture and working environment lays the foundation of the team dynamics of an
organisation. Therefore, keeping this in view, Travelodge is contemplates on inculcating the
notion of team dynamic by encouraging egalitarian work culture. This implies to the fact that the
team leaders and managers focuses on promoting a healthy work culture through equal
delegation and pay. Moreover, the team leaders play a pivotal part of role model for the
subordinates and encourage them to remain loyal to the company and deliver excellent
performance (Georgiadis, 2014).
Furthermore, the team leaders analyses the potential and pitfalls of the employees so that task are
allocated accordingly. In this way, the team leaders ensure that maximum output is generated
from all the employees. In addition, the team leaders also focus in making the communication
12
strategies to the company so that the organisation reaches a niche in the industry (Batenburg, et
al., 2013).
Shaper
These people have the duty of reviewing the performance and shape and align all the tasks with
the shared goals and corporate objectives (Batenburg, et al., 2013).
Monitor Evaluator
These are the people who supervise and analyses the performance of all the personnel and then
appraises them based on their contribution (Batenburg, et al., 2013).
Implementer
Implementers are those who incorporate the developed approaches and ensure that it is facilitated
properly (Batenburg, et al., 2013).
If the people in the company work as one team then everyone can achieve the shared goal. All
the team members need to execute individual task and cooperate with other in completing their
task. In this manner the company can achieve the unanimous goal.
3.2 Analyse team dynamics
Organisational culture and working environment lays the foundation of the team dynamics of an
organisation. Therefore, keeping this in view, Travelodge is contemplates on inculcating the
notion of team dynamic by encouraging egalitarian work culture. This implies to the fact that the
team leaders and managers focuses on promoting a healthy work culture through equal
delegation and pay. Moreover, the team leaders play a pivotal part of role model for the
subordinates and encourage them to remain loyal to the company and deliver excellent
performance (Georgiadis, 2014).
Furthermore, the team leaders analyses the potential and pitfalls of the employees so that task are
allocated accordingly. In this way, the team leaders ensure that maximum output is generated
from all the employees. In addition, the team leaders also focus in making the communication
12
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