Management Project: Leadership, Training, and Performance Analysis

This project encompasses a comprehensive analysis of various management aspects. It begins with role-playing scenarios that simulate real-world interactions between managers and employees, exploring communication, feedback, and performance evaluation. The project then delves into training sessions, examining revised policies and their impact on employee development and motivation. A crucial element is the risk management plan, which identifies potential risks within the operations and proposes mitigation strategies. Furthermore, the project includes an employee work plan outlining key responsibilities, goals, and performance indicators. The project also presents a coaching plan designed to improve employee performance, along with a performance development plan that sets goals, tracks progress, and provides feedback. Finally, the project addresses learner instructions and questions, providing a holistic view of management principles and practices.

Running head: MANAGEMENT
Management
Name of the Student:
Name of the University:
Author’s Note

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Table of Contents
Learner Instruction 1......................................................................................................2
Role Play 1.................................................................................................................2
Role play 2.................................................................................................................3
Risk Management Plan..............................................................................................5
Employee Work Plan.................................................................................................6
Learner Instructions 2....................................................................................................6
Training Sessions Role Play.......................................................................................6
Revised Policies.........................................................................................................7
Learner Instructions 3....................................................................................................8
Coaching Plan............................................................................................................8
Role play....................................................................................................................9
Performance Development Plan...............................................................................10
Learner Instructions 4..................................................................................................12
Question 1................................................................................................................12
Question 2................................................................................................................12
Question 3................................................................................................................13
Question 4................................................................................................................13
Question 5................................................................................................................14

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Learner Instruction 1
Role Play 1
Myself: Hello. Please have a seat
Garden products manager: Hello. So tell me what you wanted to discuss about?
Myself: Yes, I wanted to discuss about Kim Smith, Will she be suitable for the new designation as
our operations is entirely different from what is she is used to do. In addition to this, I would like
your insights on the matter whether she can contribute effectively to our working.
Garden products manager: I agree with you that your operations is a bit different from ours
and it is more into homewares-specific product. However, Kim is a very good learners and
she definitely has efficiency and commitment to conduct a operations of a business in an
effective manner. I believe she would be perfect with a bit of training from your end.
Myself: What kind of work did Kim do in your operations?
Garden products manager: she basically provided customer service which was practiced and
learned in the garden centre and helped in managing the clients effectively. You also have to
relay to the customers regarding the products and with a bit of learning I belive Kim would
be the appropriate choice.
Myself: Of course, we would be providing basic training but tell me something is her
communication skills good? If it is, then I think she would do good considering whatr you
have told me so far.
Garden products manager: Yes she has a good communication skills and is good with
customers while meeting their needs and handling them. I my opinion you should not
consider just take her in

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Myself: Yes thank you I would be doing so. I really appreciate that you could come down for
this meeting.
Garden products manager: Its ok and it’s a pleasure to be of assistance. Have a good day.
Role play 2
Myself: Hello Kim, Please have a seat and be comfortable.
Kim: Good morning sir, thank you
Myself: Good Morning. Let’s get down to business. Tell me something you know about the
job profile and what is your responsibilities right? How do you think would you handle the
change as your previous work was quite different?
Kim: Yes I am aware of the Job specifications but I think I can cope up with the new post. I
am aware that different set of skills and knowledge is required for the post and competency
does matters. I assure you sir that I am a quick learner and I can learn things and also perfect
them. I can influence customers and direct them to purchase their products.
Myself: That’s good. I hear that you are dedicated and driven which is the fact I like in my
employees. You need to be present for four shifts and I hope your job responsibilities are
properly laid out. Is everything clear in that regard? Further the employee code of conduct is
important for you and therefore the same needs to be followd.
Kim: Yes I have gone through the job requirements and I think everything is in order. I have
further query in that regard for you..
Myself: Ok then, I think you will do good. You can start off with us by next week. Do you
have any more questions for me?
Kim: No sir, but in case something comes up I will call you.

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Myself: Yes please surely do. See you next week Kim, all the best.
Kim: Thank you sir and good day to you.
Risk Management Plan
Risk
Ris
k
likel
iho
od
Risk
impact Controls
Monitorin
g
Timel
ines
Respon
sible Risk
Inability to
cope up
with the
Operations
High Efficiency in
the
operational
process
might get
affected
Proper training
and
professional
development
programs
Reevaluation
of the
learning
process
1 week Human
resource
manager
High
Lack of
knowledge
Medi
um
In such a
case, the
employee
would not be
able to
convince the
customers
and this
would
impact the
sales of
business
Proper product
knowledge and
training
program for
handling the
products
Weekly
progress
report system
2
weeks
Trainer Medium
Provisions
for
Mistakes
High As there is a
lack of
knowledge in
the new
work,
mistakes are
bound to
happen
which can be
costly for the
company
Review of
work by
supervisor and
process control
tests
Reevaluation
by the
manager
3
weeks
Manager High

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Employee Work Plan
KRA
Activities/
goals
Measurement/
KPIs
Accountability/
dependencies
Financial The sales which
are achieved by
the employee and
overall
contribution made
to the revenue of
the business.
% of Sales achieved by
the employee
Senior Manager and Team leader
Internal
process
Employee needs to
demonstrate a
proper conduct
towards code of
conduct of the
business and
policies laid out
Number of mistakes
committed
Supervisors
Customer
focus
The employee
needs to show that
the customers are
the focus and
polite tone should
be used so that
customers can be
pleased
Customer feedbacks
and overall satisfaction
level of the customers.
Supervisor and Manager
Developmen
t
The employee
needs to
demonstrate a
quick learning
ability and will for
making further
improvements
Improvement in
efficiency and quality
of services
Supervisor and Trainer.
Learner Instructions 2
Training Sessions Role Play
Myself: I would like to welcome all the employees who are present here for this session. This
session is being conducted so that some constructive measures can be identified and proper
training program can be initiated so that better performance can be expected from next
period. So can we expect some improvements?

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Employees: Yes sir, definitely.
Myself: Now I would like to propose the following changes which is mainly related to
training plans and some policies changes as well. I would like to make changes to the training
program and better resources would be available to you all. I would be increasing the training
session so that effective training can be provided to the employees. Furthermore, I would also
be changing the policy of fixed revenue and bring in incentive plan so that employees can be
motivated further for effective performance of their work. I would also be making changes to
communication procedures so that the same can be made more transparent. I hope you all
agree with the plans and therefore better quality of services can be expected from future.
Revised Policies
The management of the entity would be making changes to the training program and
would also ensure that better resources are available to all the employees. The training
sessions which are provided to the employees would be further improved and a more
modernized approach would be adopted. Furthermore, the business would also be changing
the policy of fixed revenue and bring in incentive plan so that employees can be motivated
further for effective performance of their work. The communication process between the
management and the employees would also be altered and it would be ensured that proper
feedback is received from all the employees of the business so that further improvements can
be made.
Learner Instructions 3
Coaching Plan
Coaching phase Notes/questions/planning
Goal and performance
expectations
The employee needs to enhance the sales of the business and it is
anticipated that the employee would be generated $10,000 sales

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revenue per month. In addition to this, a feedback score from the
customers of 8/10 needs to achieved so that customer satisfaction
level can be maintained. The processing time which is taken for
meeting the requests of the customers’ needs to be reduced so that
proper efficiency is maintained in the operational process of the
business. The goals are set on the basis performance trend and
scope of development
Reality of actual
performance
As per the data available, there are numerous performance gaps which
can be identified from the data sheet. The sales target which was
previously set has not been achieved by Kim and therefore there is a
scope of improvement in this area. In addition to this, Kim has scored a
5 out of 1o in customer satisfaction index which can be improved. This
would enhance the performance standard of the business once
improvements are made to the same. In addition to this, the processing
time which is taken for meeting the requests of the customers’
needs to be reduced? In an overall analysis, there are important
performance gaps which can be improved.
Opportunities to
develop
The opportunities which are available to the management of the
company for development is immense and for the employee as well
there is opportunity as a more improved training program is being
initiated. This would enhance the skills of the employees and thereby
improve the overall productivity of the business.
Willingness to develop
and commitment
The employee also needs to show a willing ness to develop and make
improvements in the professional process of the business. The overall
willingness and commitment is a must without which further
development is very difficult. The employee needs to develop a quick
learning skill.
Role play
Myself (Home ware & Hardware Manager): Hello Kim, I have call you for an appraisal of
your performance. First tell me how is work going, have they given you your new targets?
Kim: Hello sir, yes my supervisors have given me the new targets but I am more anxious
about previous period results.

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Myself (Home ware & Hardware Manager): II would say that it’s a new work and you are
still learning so the performance was average. The sales target was set for $ 8,000 but you
were able to achieve a figure of $ 5,000. Furthermore, the customer index which represents
quality was set at 8/10 but you were able to achieve an estimate of 5/10. These needs
improvements as we[prefer to provide quality services to the clients.
Kim: Yes sir, I know I need to work on those aspects for which I am taking steps. Actually I
was facing slight difficulty in initial stages which I was able to overcome.
Myself (Home ware & Hardware Manager): That good to hear. I am happy that you have a
learning attitude and I commend you on this. Further focusing on data set, the processing
time taken is too long which can be improved..
Kim: Yes Sir I agree that processing time is killing me but I am trying to improve the same
and hopefully that will not happen again.
Myself (Home ware & Hardware Manager): Ok now, I would suggest that you enroll for the
new training program and please note that new stuffs would also be taught there. I think this
will enhance your skills tremendously
Kim: Yes I am planning to join the training course so that more efficiency can be generated
and I can learn more.
Myself (Home ware & Hardware Manager): However, please note that you need to manage
both work and training to maintain your targets. I think you can manage considering your
craze for more knowledge and quick learning ability.
Kim: Ye sir I would be able to manage that.
Myself (Home ware & Hardware Manager): Okay then, I am sending you name to the
training program and all the best for the coming period. Keep up your hard work.

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Kim: Thank you sir.
Performance Development Plan
Name and position: Kim SMITH, Hardware and Home wares customer service and
sales representatives
Manager: You Review period:
Reference from
operational plan
Key result
area
Indicator of success/
performance
Status report/results
Revenue and market
share
Sales and
profits
generated by
the business
The success of the
plan would be noted
when the sales of the
business increases
and more profits are
generated.
Work in Progress
Product and service
quality standards
Improvement
in quality of
service or
product
Better quality of
products would
attract more
customers and
enhance the sales of
the business and also
impact market
reputation
Not yet achieved.

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Reference from
operational plan
Key result
area
Indicator of success/
performance
Status report/results
Control of direct and
indirect operational
costs
Reduction in
the operational
costs and
reduction in
variable
expenses
Increase in the profits
as charge against
profits has reduced.
This would enhance
the savings of the
business
Work in Progess
Sustainability
Implementatio
n of
sustainability
practices in the
business
Better availability of
resources and less
wastage and also
adherence to CSR
responsibilities of the
business.
Not yet Achieved.
Learner Instructions 4
Question 1
Part a
Recognition and Continuous Feedback is a means which is used by the management
of the company to ensure that the employees are motivated. It is also the source through
which the business gains information regarding the employees which can be negative and

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positive. On the basis of such information, proper decision can be taken in the operations
process of the business. The examples of two variables which can be provided in this respect
are hike in salary and promotion of employee.
Part b
In order to apply the procedures to monitor and coach individuals, first the
management needs to see what the area are where improvement is required to be made. Then
the procedures can be applied in order to assist them in improving their performance, through
providing them with support and ongoing feedback for their performance. On the basis of the
identified issues counter steps needs to be taken.
Question 2
Part a
In Australian hardware there are properly legislation are follows:
 Equal employment opportunity is given to the every candidate no one is discriminated
 Health and safety is also priority for us because healthy employees do work in full
efforts and full efficiency.
 Environmental Laws are also applicable on the business.
Part b
 The business is making changes to the operational policies and the same is applicable
to all and therefore concept of equality is closely followed.
 The business follows sustainability practices which covers both environmental and
health and safety requirements of the business.

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Question 3
Part a
An internal advisor for the situation of Kim can be the supervisor who is handling the
operations of Kim and most appropriate advice would be available from them,
Part b
An expert or a mentor or a training agency can be referred for advice regarding the
underperformance of Kim.
Question 4
Part a
Employees who are not able to achieve their targets needs to be counselled so that possible
causes for underperformance can be identified.. Firstly the senior officials have to talk with
the poor performer individually and identify the causes. Secondly, steps needs to be taken for
improving the situation.
Part b
The relevant legislation is only giving the training to the poor performer because the
business can’t terminate them before a proper chance.
Part c
The employees of the business should be awarded regularly according to their
performance on regular basis so that motivation level can be maintained.
Part d
The support services which can be offered to the employees are proper training
programs for skill developments.

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Question 5
Part a
Firstly the management needs to give a notice to the employee of 10 days if she start
performing good then decision can be taken likewise and the termination would be cancelled.
Therefore, it can be said that a suitable notice would suffice.
Part b
The unlawful rules of dismissal is the when the organization terminates the any
employee with giving a notice to them or sudden termination of the employee