Management Skills Portfolio - Skills Development and Analysis

This Management Skills Portfolio comprises three tasks demonstrating the student's understanding and application of management principles. Task 1 is a self-reflection on interviewing skills, analyzing the student's performance in a role-play scenario and referencing relevant literature to identify areas for improvement. Task 2 presents a performance review report, outlining issues discussed and actions agreed upon during a role-play, including employee concerns about lunch breaks, music, telephone manners, punctuality, and work ethic, and proposes solutions using SMART objectives. Task 3 involves a negotiation case study analysis, where the student outlines a plan for a meeting with an employee named Frankie, addressing key areas, negotiation tactics, and bargaining power, and discusses the skills needed during the meeting, considering company policies and Frankie's preferences. The portfolio showcases the student's ability to apply management theories to practical scenarios and analyze complex workplace situations.

COMPONENT B: MANAGEMENT SKILLS PORTFOLIO
COMPONENT B: MANAGEMENT SKILLS PORTFOLIO
Student Number
Module Name
Module Number

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COMPONENT B: MANAGEMENT SKILLS PORTFOLIO
TASK 1: Interviewing Skills Reflection:
The interview role play was about the management and the talking of the interview of
applicants for the managerial post and me as senior manager have to interview the interviewees
and assess their quality and then hire them (Magill, et al 2018). The applicant was pretty much
well dressed in business formals and was quite attentive and well-mannered with good
behavioral and communicative skills. He was able to understand the job description and came
prepared for the interview. He also browsed through the company website and learnt about the
company and its backgrounds. He was aware of the company’s objectives and its hiring
requirements that are- managing the marketing budgets, updating the standard and specific client
and consultant presentations with the current data that is available, compiling regular competitor
analysis and also developing the high quality written communication materials like product
specific literature, articles, factsheets and press releases etc. thus analyzing all these factors I
have evaluated the interviewee and also and have assessed his qualities (Lord, 2015).
My experience as a Manager and an interviewer was pretty good. I started the session
with the applicant by greeting him in the room and giving a brief introduction about myself and
my position and then regarding the company. The candidate shared his part of introduction as
well. My priority was to start the interview but before that explaining the whole interview was
my main objective. I sarted the conversation doing a little biut research on the applicant and then
proceeded with the intyerview. The applicant equa;ly participated and hence the communication
was smooth and easy. There was gap of the position and speaking to a new person but I did some
background strudy and therefore it was for me to break the ice and understanding the approach of
the applicant. The student appeared to be attentive and did enough of eye contact which helped

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to communicate and make him understand the modules and criteria of the domain of the position
of the job (Magill, 2018).
I funneled through several topics that was on my agenda to look into and positioned the
topics and asked questions one by one in a manner that will help me analyze his potentials,
maintaining an overall control. Several questioning techniques were taken- firstly introductory
questions were asked, followed by probing, reflective and summarizing questions regarding his
personality and his career. The behavioral questions were asked so that the applicant may be
concerned rewarding the management of his behavior in the work place. Certain situational
questions were asked too to evaluate and analyze his management and leadership skills. I
definitely avoided overtly personal, discriminatory or personal intrusive and discriminatory
questions. The applicant very successfully answered all the questions appropriately, fluently
without any hesitation (Millar, 2017).
I closed the interview process by summarizing his successful participation of the
applicant in the interview process, thanking him for making time out for the interview. I made it
clear that about the following that he has to go through after interview and wished him luck for
future endeavors.

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COMPONENT B: MANAGEMENT SKILLS PORTFOLIO
References:
Iarussi, M.M., Tyler, J.M., Crawford, S.H. and Crawford, C.V., 2019. Outcomes of Incorporating
Motivational Interviewing into Basic Counselor Skills Training. The Journal of Counselor
Preparation and Supervision, 12(1), p.4.
Lord, S.P., Can, D., Yi, M., Marin, R., Dunn, C.W., Imel, Z.E., Georgiou, P., Narayanan, S.,
Steyvers, M. and Atkins, D.C., 2015. Advancing methods for reliably assessing motivational
interviewing fidelity using the motivational interviewing skills code. Journal of substance abuse
treatment, 49, pp.50-57.
Magill, M., Apodaca, T.R., Borsari, B., Gaume, J., Hoadley, A., Gordon, R.E., Tonigan, J.S. and
Moyers, T., 2018. A meta-analysis of motivational interviewing process: Technical, relational,
and conditional process models of change. Journal of consulting and clinical psychology, 86(2),
p.140.
Millar, R., Crute, V. and Hargie, O., 2017. Professional interviewing. Routledge.

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COMPONENT B: MANAGEMENT SKILLS PORTFOLIO
TASK 2: Performance Review Report:
The following performance review that has been carried out has certain special concerns
that needs to be highlighted. Certain issues has been raised that is found to be making the
employee’s experience and have been affecting the work rate and quality of his work as well in
the office premises. This was discussed highlighting the definite areas and also were resolved
and resolutions were taken to be which can be beneficial for the employee and the company as
well (Salehan and Kim, 2016).
Firstly, the issue was regarding the frequent lunch hours that was being taken by the
employee. This brought into light as the team members and the colleagues had been suffering
from certain distraction s which was affecting their work and also their delivering skills. The
employee was of the opinion that it was problematic for him to work at a stretch and only have
food for once. This was considered and suggested to keep the lunch hours steady and have a
professional approach to his work as it was not only affecting his own work but also the work of
others his own colleagues. And taking frequent breaks while working will reduce his
concentration and lead loss of focus for his work as well.
Secondly, the employee was asked for listening to music as his wish which appears to
very much distracting to his colleagues and also it was harming the work environment as it was
generating a sense of causal approach in the office. The employee was of the view that he wanted
to reduce conversation in the work place and that he is not at all have good connections with his
colleagues therefore he listens to music. But he was advised that listening to music in the a work
environment is not at all encouraged and strictly not allowed therefore it will be helpful if he
discontinued his listening to music while working. He was suggested to develop connections

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COMPONENT B: MANAGEMENT SKILLS PORTFOLIO
with his colleagues and if he wants to listen to music while having lunch (McGuinness and Ortiz
2016).
Thirdly, the telephone manners were taken into account, and it was reported that the
employee was accused of having ill manners while dealing with clients, therefore he was advised
to develop his communicative skills and not be rude and sound ignored or careless on the calls as
it harms the company policy, disrupting the company names leading to customer dissatisfaction
and generating several customer complaints.
Fourthly, the issue of being late in the sift timing of the employee was brought into light,
as it was harming the way of work that the company runs. The calls start coming at 9 sharp in the
morning and if the employee is late then he cannot answer to the calls thus affecting the
company and also his job profile. The employee was advised to get up early in the morning and
arrive on time at his work place. He is said to be strictly punctual (Brown 2018).
Fifthly, the employee was reported to be careless in his work, of not completing his work
on time and hence resulting into irresponsibility regarding his job. The employee admitted of
getting bored and lacking concentration in his work. He was advised of being serious and be
more focused to his assigned tasks as the company aims at providing 100% monitored quality
control in their work.
The application of the SMART objectives can be sited that can be very much beneficial
to the employee so that he can understand the company’s needs and keep account of his work
being committed, loyal and giving enough focus on it. The SMART objectives includes being-
‘S’ for being specific to his work, analyzing the work to be simple, be sensible and taking
the status of the work significantly.

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COMPONENT B: MANAGEMENT SKILLS PORTFOLIO
‘M’ for being motivated in the work place and being serious to the job profile and
producing relevant and meaningful work.
‘A’ for being achievable to the tasks assigned to the employee and also staying agreeable
to the terms and conditions of the company (Moore 2017).
‘R’ for producing relevant results and products for the company. The employee have to
be reasonable and realistic in his work view and outcome.
‘T’ will be related to the time constraint that is applicable to the work of the company and
also the punctuality of the employee is important which is kept in track by the company affecting
it.

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COMPONENT B: MANAGEMENT SKILLS PORTFOLIO
References:
Brown, R.C., 2018. Measuring Worker Performance within the Limits of Employment Law in
the Changing Workplace Environment of Industry 4.0. Available at SSRN 3185166.
McGuinness, S. and Ortiz, L., 2016. Skill gaps in the workplace: measurement, determinants and
impacts. Industrial relations journal, 47(3), pp.253-278.
Moore, J., 2017. Setting SMART objectives. Headteacher Update, 2017(6), pp.14-14.
Salehan, M. and Kim, D.J., 2016. Predicting the performance of online consumer reviews: A
sentiment mining approach to big data analytics. Decision Support Systems, 81, pp.30-40.

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COMPONENT B: MANAGEMENT SKILLS PORTFOLIO
TASK 3: Training Plan
The case of The Bristol CC case study says that there are eight current members who are
currently working for the company but the two other members will be joining the company.
Frankie is the name of one of them. He has proposed several things and preferences that he wants
to be discussed with the Manager of the Company in an interview. His preferences are-
significant pay rise, being provided with car/mobile/laptop, additional five days annual leave,
opportunity of foreign travel and having the ability to regularly work from home when suitable
(Sloman 2017).
The proposals that Frankie provided will be considered based on his performance
analysis and also studying his background. There are certain measures that has to be put through
so that the candidate applying for his preferences can be allowed or denied. Several objectives
have to be kept in mind that will filter the mind of his supervisor to arrive at a discussion with
Frankie that will be discussed in the interview with him.
Being Frankie’s manager I would like to frame my questions on the basis of-
 Company’s policies,
 My capabilities, and
 Frankie’s eligibility for his application and availing his opportunities according to his
proposals (Silberman, and Biech, 2015).
Therefore the number of the questions asked will be based on these guidelines and also will
satisfy both the needs of the company and also Frankie’s preferences.

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COMPONENT B: MANAGEMENT SKILLS PORTFOLIO
According to the Company policies the flexibility of the working hours can be negotiated. As
there are different shift timings that the company has; providing flexibility in working hours. But
the phenomenon of work from home can be taken once in a week, and not very frequently as the
company will be providing the same to the other employees as well (Cloutier, Felusiak, Hill and
Pemberton-Jones, 2015).
I can talk to my seniors and consider Frankie’s preference of having the benefit of
negotiating for the payments as there are certain policy of the incentives and also student back up
polices that van be generated and issued for Frankie if he really needs tat. Allowances can also
be considered and looked after. And if he needs extra training for guidance, then it can also
managed for his development in the company. But other preferences cannot be managed which
are not in the company policies or even have in the profile, like travelling abroad. The preference
of shortage or monthly working hours and also the extension of holidays cannot be managed as I
have to strictly abide by the basic rules, guidelines and ideologies of the company (El Talla,
Shobaki, Naser and Amuna 2017).
According to Frankie’s need of consideration and analyzing his background, the granting
of company car/mobile may be provided, if he falls under and fulfils certain criteria. Laptops will
be provided to individuals as they join their teams, so that part of Frankie’s preference can be
met.

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COMPONENT B: MANAGEMENT SKILLS PORTFOLIO
References:
Cloutier, O., Felusiak, L., Hill, C. and Pemberton-Jones, E.J., 2015. The Importance of
Developing Strategies for Employee Retention. Journal of Leadership, Accountability & Ethics,
12(2).
El Talla, S.A., Al Shobaki, M.J., Naser, S.S.A. and Amuna, Y.M.A., 2017. The effectiveness of a
training program in increasing crowd funding awareness.
Silberman, M.L. and Biech, E., 2015. Active training: A handbook of techniques, designs, case
examples and tips. John Wiley & Sons.
Sloman, M., 2017. A handbook for training strategy. Routledge.

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COMPONENT B: MANAGEMENT SKILLS PORTFOLIO
TASK 4:
Training Plan
Training Topic The training for the customer service leader.
Trainer Name
Student number
Date and Time 29.8.19
Training Aim:
The aim is to train the customer service executives and developing proficiency in
communicating and dealing with the customers. The customers come from various backgrounds
and they have varied reasons and problems as well. Therefore the customer service executives
must be ready to deal with the customers properly. Their utmost sincerity is expected, that will
be the main aim to develop the sincere approach and make the executives concern regarding their
handling and managing their job (Evenson, 2017). Their equal participation in managing and
helping the customers with proper and expected solutions will be the most important subject of
the training that will be highlighted in the training process, so that the executives may be always
kind and decent in their approach no matter what the situation may arise. Another important that
will be highlighted and given impotence is that the executives would be made aware of the fact
that, the customer service of a company maintains and holds he working efficiency of the
company, if that fails, then the whole reputation of the company comes to steak (Dhar, 2015).