Working with and Leading People: Delta Plc Report, HR Module

This report provides a comprehensive analysis of Delta Plc's human resource management, leadership styles, and organizational practices. It begins by outlining the recruitment and selection process for a Customer Service Advisor role, including job descriptions, person specifications, and the impact of legal, regulatory, and ethical considerations. The report delves into leadership skills, differentiating between leadership and management, and exploring various leadership styles. It examines motivational theories, such as Maslow's hierarchy and Herzberg's theory, to understand employee motivation within Delta Plc. Furthermore, the report assesses the benefits of team working, the effectiveness of teamwork, and factors influencing work performance, including SWOT analysis and performance evaluation methods. The report concludes by evaluating the entire assessment process and provides a detailed overview of the HR and management strategies employed by Delta Plc to ensure employee satisfaction and organizational success.

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Executive summary
In this entire report, the HR manager Jane has been further informed with the mentioned the
detail about the leadership style as well about the management skill of Delta Plc. The process
of recruitment and the selection process have detail elaborated in this report. All the
legislations about the recruitment process and the ethical considerations have been stated in
the report. The job descriptions and the person's specifications have been stated. The various
role and different between the management of the organisation and the leadership have been
given in the report. The researcher has shed light on the two motivational theories are such as
Maslow’s hierarchy and Herzberg's theory to motivate the employees of Delta Plc. SWOT
analysis, SMART and PDF template have been mentioned to identify the various factor of the
employees as well as the to measure the performance of the employees. The evaluation
process to measuring the performance of the employees of Delta Plc have also stated in this
report.

Table of contents
Introduction......................................................................................................................................4
TASK 1............................................................................................................................................4
LO 1.................................................................................................................................................4
1.1 Preparing documentation in order to select and recruit the new member of staff.....................4
1.2 Describing the impact of legal, regulatory and ethical considerations on the recruitment
and selection system........................................................................................................................6
1.3 Engaging in the process of selection.........................................................................................7
1.4 Assessing my contribution in the selection process..................................................................8
TASK 2............................................................................................................................................9
LO 2.................................................................................................................................................9
2.1 Explaining the skills and the attributes for leadership...............................................................9
2.2 Differences between leadership and management...................................................................10
2.3 Comparing leadership styles for different situations...............................................................10
2.4 Explaining the two ways to motivate the staff of Delta Plc....................................................11
LO 3...............................................................................................................................................12
3.1 Assessing various the benefits of team working for Delta Plc...............................................12
3.2 Demonstration of working in a team as a leader and member...............................................12
3.3 Reviewing the effectiveness of team within Delta Plc............................................................13
TASK 3..........................................................................................................................................14
LO 4...............................................................................................................................................14
4.1 Factors for planning the monitoring and work performance...................................................14
4.2 Plan and deliver the assessment needs of individuals 350......................................................14
4.3 Evaluating the entire assessment process................................................................................16
Conclusion.....................................................................................................................................17
Reference list.................................................................................................................................18

Introduction
The report mainly focuses on the recruitment and selection process of an organisation. The
process of employees’ retention has also been mentioned in this report. To make the report
more authentic the researcher has taken Delta Plc that is one of the larger and leading
commercial bank in UK. The researcher has shed light on the leadership styles and the
importance of the management of an organisation. The result of effective teamwork has been
given in the report. Employees’ motivations factors are presented in the report. The process
of assessing the teamwork has been elaborated in this report. SWOT analysis has been
included in the report.
Section 1
AC 1.1 Preparing documentation in order to select and recruit the new
member of staff
Job Description:
In this role of the job, the staffs need to receive calls from the customers of the organisation
and need to provide the appropriate answers to the inquiries of the customers. The customers
of Delta Plc Bank can make their calls from the any corner of the world. Providing the right
information about the services and products of the organisations the Customer Service
Advisors need to satisfy them. The main responsibility of the Customer Service Advisors is
to build the proper solutions of the problems of the customers are fulfil the requirements of
the customers properly.
Person Specification:
Managing the customer’s queries is the main responsibility of customer service advisor. They
need to interact in a professional way, satisfying and answering the client. The qualities that
are most important in this field are ability to communicate, basic knowledge in computer,
pleasing personality, ability to communicate in different language and understanding and
patience.
The purpose of the job is to answer and provide help clients in all possible way and satisfy
their needs.
Job Role: Customer Service Advisor

Salary band: £ 18000-20000
Hours: 40 hours (Monday to Friday)
Accountable to: Customer service manager
Location: Holborn, London
Company name: Delta Plc Bank
Responsibilities: The role and responsibility is to meet the needs and requirements of
stakeholders and meeting customers and opening accounts along with waiting deal query.
Qualification:
Person specification
Requirements Essential criteria Desirable criteria Assessment methods
Education/
Qualification
The candidates who
want to apply for the
post of Customer
Service Advisor of
Delta Plc Bank need a
graduate with good
communication skills..
It is important to have
proper knowledge
about computer
process. The
candidates who have
knowledge in more
than two languages are
preferable for this post.
56 CSEs including
maths and English
E Certificates
D
Experience Interview
Skills, knowledge and
Abilities
Good computer skill
Customer service skills
Self Confidents
Motivation
Willingness to take on
new challenges
A willingness to work
flexibility

Qualification:
With the proper educational knowledge, the candidates need to have proper knowledge in
many languages.
Certificate about the computer knowledge
Certificate of the experience
Personal qualities:
As the duty of the Customer Service Advisors is to deal with the customers around the world,
so the communication skill of the staff needs to be high in quality.
For the proper dealing process with the customers, the CSA staffs need to have in pleasant
manner with both the customers and colleagues.
The candidates that interest and possess the above stated criteria are ask to contact or send
their CV to the following email: [e-mail]
AC 1.2 Describing the impact of legal, regulatory and ethical
considerations on the recruitment and selection system
In the case of every business, organisations there are the impact of the legal, regulatory and
ethical consideration. In the every part of the business of the companies, there are the
influences of these considerations. From the time of the innovation of organisations until to
the growth of the business process, in the business organisations there are the impact of the
legal, regulatory and ethical consideration. In the case of the Delta Plc Bank, there is also the
impact of those considerations on the selecting and recruiting process of the organisation. The
impact of those considerations is following:
Improve the recruitment
The legal, regulatory and ethical considerations influence the recruitment process of Delta Plc
Bank. By following the proper laws and rules of the government the organisation, build the
proper process to recruit the staffs in their organisation. As per the law of the government,
Delta Plc Bank provides the equal opportunities to the every candidate who applies for the
post. The company should follow Equality Law 2010 in the process of recruitment. In the
time of the recruitment process candidates of various religious including Christian, Muslim
and so on attended the interview process. To all the religious same opportunities provided by
the organisation.

The compliance improves the environment of the workplace. By maintain the rules the work
progress can be done legally. Non-compliance reduces the quality of service and decrease the
popularity of the organisation.
Post the vacancy
Following the proper system need to be followed by the organisation in order to post the
vacancy for the candidates. As the requirements of the organisations, the candidates can
apply for the post.
Interview process
Maintaining proper rules and regulations Delta Plc Bank conduct interview process is
important. By completing all the formalities t6hgie organisations taken the interview of the
candidates and without any kinds of discrimination the HR manager of the Bank, recruit the
staffs for the particular post.
Equality act 2010
In the time of recruitment the organisation should maintain the equality act 2010. Based on
the methods of the act no discrimination allowed during the recruitment process. By fooling
the act the organisation can ensure the job security of the employees. With the process f job
security the employees also can provide the attention on their performance.
The organisation should provide the equal opportunities to all the candidates who applied for
the post of customer service advisor. Any kind of discrimination wil happens during the
recruitment process. All religious can get the same opportunities, no diversities are
applicable.
Ad promoting provides equal opportunities and diversity in the pool of candidate. This is
because an advertisement is noticed by a population belonging from different background.
The candidate suitable for the post sends their resume. The management or HR management
of the organisation select the candidate based on the criteria given in the ad without biasness.
The final recruitment process is also done in similar manner so that a diverse pool of
employees is working in the organisation.
AC 1.3 Engaging in the process of selection
Before the starting of the interview process of Delta Plc Bank, the organisations post the
advertisement of the vacancy in various newspaper and online field to inform the candidates
about the recruitment post. As a Human Resource manager of the bank, I inform both the
internal and external employees. In the case of the internal, employees, they get the chance of

promotion. On the other hand, the internal employees of the organisation can suggest some
candidates who are interested to take part of the interview process of the organisation.
In order to conduct the recruitment and selection process of the organisations it is important
to select a responsible person to complete the recruitment process of the organisations. The
Human Resource managers of the organisations conduct the selection process of the
companies. As a Human Resource manager of Delta Plc Bank, it is my duty to conduct the
proper selection and recruitment process and find out the correct employees for Delta Plc
Bank. As HR director Jane gave me the responsibility to recruit the staff for the organisation,
so it is my duty to follow all the appropriate rules and regulations to conduct the recruitment
process successfully. Maintaining all the legal, ethical and regulatory consideration, I can
complete the process of selection and recruitment the Customer Service Advisor for Delta Plc
Bank. Building proper interviewing process, interview questions and searching the proper
qualities in the candidates, I can conduct the interview process of the organisation
successfully.
AC 1.4 Assessing my contribution in the selection process
As a Human Resource Manager of Delta Plc Bank, it is my responsibility to find out the
correct path of the recruitment and selection process for the various post of the organisation.
In the case of the recruitment of Customer Service Advisor, HR direct Jane gave me the duty
to select the correct employee for the post. In order to recruit the Customer service Advisor of
the organisation I provide my best effort in the recruitment process,. By taking part in the
recruitment process of the organisation Firstly, I ensure the proper planning to recruit the
staff for the position.
Secondly, I created the appropriate time schedule to complete the recruitment and selection
process.
Thirdly, based upon the CV that is sent by the external and internal employees of the
organisation I shortlisted them.
Fourthly, as per the list of the candidates I called them to face the interview process of ten
organisation.
Fifthly, during the time of interview process by spending maximum time with the candidates
I try to find out the proper knowledge and skill of the candidates.
By provide my best effort and knowledge I find out the proper candidates who have the right
skill to play the proper role of the Customer Advisor. By recruiting the properly skilled and
experienced employees for the organisation, the performance level of Delta Plc Bank can be

improved. With the best effort of the entire employees, Delta Plc bank can achieve their goals
easily and reach to the highest peak of success.
The lack o proper resources and proper financial support of the organisation limited my work.
As a Human resource manager, I completed my duty. The lack of sufficient time interrupted
then recruitment and selection process.

TASK 2
LO2
AC 2.1 Explanation of the skills and the attributes for leadership
According to Clarke (2013, p.22), leadership is one of the most crucial factors in a business
organisation. It is different from the other factors that are required to run the business
successfully. Leadership skills include social skills and emotional intelligence. In the case of
improved social skills for the leaders, it can help to make the organisation more effective and
productive. Social skills help to make communication with all the people effective and
communication is always the crucial factor to run the business properly. Developed social
skills can help to motivate the employee with Delta Plc.
It can also help to manage all the employees within the organisation properly. Apart from
this, emotional intelligence could play a vital role for the leadership. It helps to control the
emotions of the other people of the organisation and it helps to make aware about the work
capacity of the employees in the organisation. Apart from this, emotional intelligence can
help to handle the interpersonal relationship within the organisation. To make the entire work
process of Delta Plc effective, emotional intelligence can be an essential skill for the leaders.
On the other hand, two most effective traits are such as openness to experience and honesty-
humility. To make the leadership more effective in Delta Plc, openness to experience is a
vital trait for the leaders, which can help to the organisation to solve any such issues, and it
can help to build a strong relationship among the employees in the organisation. This is the
primary trait of cognitive. Apart from this honesty-humility can make the organisation more
successful and it can make the work environment more effective to meet the objective of
Delta Plc.

AC 2.2 Differences between leadership and management
The leadership and the management are different. Management of an organisation is all about
coordination and organise the entire task (Chege et al. 2015, p.593). On the other hand, the
main role of leadership is to motivate the employees and to inspire them. However, both the
management and the leadership go hand in hand in Delta Plc. There are many links between
them but still has many differences.
The main function of the management of Delta Plc is to assign the task to all the employees
and to maintain all the other work within the organisation. Apart from this organising
seminars and meeting to make the organisation more effective and efficient is another crucial
role of the management. Above all to recruit, to retain the employees for Delta Plc can be one
of the most important tasks for the management of the organisation. There are factors to
differentiation, that further shed lights on the managers being imitates and the leader to be the
originators. The managers accept the quo status but the leaders directly challenge the quo.
However, the managers makes things right, whereas, the leaders performs only right things.
On the other hand, the main aim of the leadership of Delta Plc is to inspire the employees. To
make employees more effective in the workplace that has direct impact on the organisation.
To motivate the employees of the organisation involve enhancing the productivity of
employees and it also help to achieve the goal and the objectives of Delta Plc.
There are many differences between the management and the leadership and they are such as
the leaders are always original but the manager of the organisation is just the copy. The
managers of the organisation maintain the entire organisation but the leaders mainly develop
the organisation (Alexander, 2013, p.541). The focus of the leaders of Delta Plc is on the
employees but the focus of the managers is on the structure and the system of the
organisation.

AC. 3.1 Assessment of various benefits of team working in Delta Plc
The benefits of teamwork are it helps to improve the creativity of the organisation in a more
effective way (Sugden and Punch, 2014, p.441). Creativity can be high when all the team
members are working together in an organisation. The solution of any such issues can be
easily resolved during the teamwork. It helps to enhance the personal skill and knowledge
and it can be extremely helpful for both the organisation as well as for the staff. It also makes
the career growth of the staff more effective. To work with entire team, it can provide
enthusiasm for the work and it is crucial to get success in the business organisations.
Working together can help to make the talent of the employees more effective that can be
crucial for the organisation. It helps to bring out the creative thinking power of the
employees. To rely on the other team members that can make the bondage of the employees
within the organisation. All the members are different so it can help to use different methods
of the different team members for the work in Delta Plc. To build the trust among the
employee's teamwork has no substitution (Brigham and Ehrhardt, 2013, p.58). All the
members of the team would love to work together and to share their different views. Trusting
the other teammates can make the work more effective for Delta Plc. to solve any issues of
difficult work, trust on the team members is crucial.
Teamwork can help to solve the various conflicts of the staffs of the organisation. All the
members are from different background so conflict can occur easily. However, the entire
team would try to solve the problem immediately to complete the project of the organisation.
All these above factors can help to make the work of Delta Plc more efficient and it helps to
achieve the target of the organisation. The teamwork has a different benefits catered in the
Delta Plc Bank. The concerned organization helps to deal with the projects of multi aspects
that further enhance the brainstorming with the human resources being manifested for the
upcoming projects. The introduction of new technology is mostly common in the banking
sectors. Therefore, the teamwork catered within the organization further helps the overall
sector to gain velocity in the competitive market.