Lead and Manage Team Effectiveness: BSBWOR502 Assessment

This assessment evaluates the student's understanding of team leadership and effectiveness, addressing key concepts from the BSBWOR502 unit. The assignment comprises fifteen written questions and tasks, requiring detailed responses and examples. Topics covered include the differences between groups and teams, the importance of effective communication for leaders, team dynamics, the role of leaders in organizational culture, benefits of goal setting, strategies for building a committed team, causes of conflict, and methods for resolving issues. The student demonstrates knowledge of leadership techniques, team cohesion, and problem-solving within a workplace context. The assessment also requires the student to provide examples and practical applications of the concepts discussed, demonstrating a comprehensive grasp of team management principles.

ASSESSMENT 1: WRITTEN QUESTIONS
This assessment consists of 15 written questions and tasks. You must complete them all.
Carefully read and answer the following questions by writing a response for each question, or
completing the tasks. Most are short answer questions though some require a more detailed
response. You may use dot points where appropriate. You may use reference material to assist
you such as your workbook and the internet but you must correctly cite your sources.
Questions
8370 total
Question1
(a) What is the difference between a group and a team? Explain the terms and give an example
of each.
A group is a collection of individuals or members working together in order to complete
a given task. A group will have only one leaders
Example –A charity group working for feeding the homeless people
On the other hand a team is one that has members with identical traits and
understanding. They join hands together and give joint efforts in order to make sure that
they are giving sufficient efforts to overcome their goals. There can be more than one
leader for teams.
Example- Five different teams working in TCS appointed for different projects.
(b) List five (5) activities which encourage a work group to become an effective team and meet
their goals.

 A horizontal communication approach must be carried on so that they are able to
keep an ongoing communication system without facing any issues.
 Tam building activities must be developed and the employees are to be
encouraged to take part in the same, so that there is a kind of team bonding that
develops.
 A flexible shift must be provide so that they are able to make sure that the group
members are able to talk and interact with one another during their free time
 Financial rewards and other encouragements must be given so that the group
members are able to task with one another and feel that they are a part of the
organization
 Cross cultural management must be developed so that employees are able to
overcome their differences
Question 2
(a) Why is effective communication important for leaders?
Effective communication is essential so that the leaders are able to interact with all their
employees and be able to solve their queries without loss of any time. Leaders must be
proficient in effective communication skills so that they are able to take the opinion of all
their followers and incorporate them in the business decisions making process.
(b) What communication skills are important for leaders? (List at least three (3).
 An effective listening skill is needed so that the leaders are able to hear whatever
their employees or followers have to say
 writing skills is also needed for the leaders because they will have to write many
minutes of meeting and also work for many projects and others
 Speaking skills is also of utmost importance because they will have to address
their employees and make sure that they are forwarding all the concerns of their
employees to the senior managers and others

Question 3
(a) How important is it for team leaders to understand team dynamics? Support your answer
with workplace examples.
It is essential for the leaders to learn about the team dynamics. This is mainly because
of the fact that team dynamics will be helping the team members to understand each
other and work together in a proper way, his will be useful as the overall output of the
team will be improved.
This will be helping in checking the blocking behaviours of the employees. For an
example there can be both positive and negative employees in the workplace The
negative employees will always try to influence others in a negative way. Employee who
is suffering from lack of motivation will naturally try to block of flow of timely information
and there will be lack of clarity. This will lead to increased rates of absenteeism.
(b) Explain what the following terms mean in relation to groups and how they function. Give
examples of each.
Terms Explanation and examples.
Roles
This is the responsibility that is entitled to the members. For example

Terms Explanation and examples.
team lead has the role of improving the skills of employees
Norms
This refers to the rules and the decorum that must be followed by all
the members
For example the norms of the team is to make sure that all must be on
time and punctual
Values
Values are the common ideals and the objectives that are instilled by
the leader within the followers
Example- The values that must be instilled among team members are
accountability, honesty, punctuality so that the team is able to function
properly.
Cohesion It is the action that is undertaken to maintain a kind of uniformity and
to form a single collaborated unit
For example-Regular feedback is taken from the team by the team
leader in order to formulate further goal that will form a cohesion in the
team
Question 4
(a) What roles do good team leaders have in developing organisational culture and values?List
at least five (5) ways in which they do this.

 An idea leader must have good domain knowledge so that he is able to support
the followers whenever they are in need
 They must have a good communication skills so that they are able to
communicate all the important tea decisions among their employees and re able
to make sure that none of the details are being overlooked
 They have to arrange for the cross cultural training so that all the employees are
able to understand and embrace the cultural differences
 Recognition and awards must be given so that they can encourage the
employees and also appreciate their efforts
(b) Describe the areas in which you can serve as a positive role model in your workplace.
I will be able to act as an empathetic leader and make sure that I am giving the moral
support to all the employees. I feel that I will be able to work as a positive role model in
the in the employee counselling domain. Often the employees are unable to bear the
work load. I will be able to support them, understand their issues and also guide the in
the right path so that they are able to help themselves and also get a self confidence of
their own.
Question 5
Describe at least four (4) benefits of goal setting for teams.
Team members will be able to stay focussed and be able to concentrate over all the
tasks that are coming in their way
This will be helping to develop the self confidence among employees. Employees will be
able to make sure that they are confident enough in taking up the different challenges
and not fear them
Accountability among the employees will increase as they will stay within work flow and
will be able to help each other
Team spirit will be enhanced as the employees will be able to understand their own
roles and responsibilities and will also support each other.

Question 6
How can a manager turn the employees who report to him into a committed, cooperative team?
List at least six (6) ways.
 Take the opinion of employees at every point of time
 Allow some free time so that employees can interact with one another
 Flexible shift must be allowed so that employees are able to strike a proper
balance between their personal and also their professional work
 Reward the employees in order to recognize their efforts and their hard work
 Arrange for the cross cultural training sessions so that the employees are able to
understand each other and also their individual differences
 Allow the team members to take part in many team building acivities
Question 7
What can work issues, concerns and problems eg related to WHS, environmental, product
failure, accidents, inform you about an organisation? Why is it important to recognise and
address them immediately?
This information will be providing me the information regarding the employee
satisfaction level and also the efficiency level of the mangers. For example if the office
environment is not employee friendly then employees might make mistakes in the
manufacturing and there can be product failures
It is essential to solve these immediately so that the employee attrition rate can be
checked and the company can work properly
Question 8
What are possible causes of group conflict? List at least six (6) causes.

 Cross cultural reasons can often act as a major cause behind employee conflict.
This is because the employees will be having differences in their thought process
and understanding
 Lack of training and development systems that might hamper the skill
development of employees
 Self c entered employees will also not be able to help others and there will be
negativities
 Lack of team responsibility: self-centered attitude, not feeling a part of team
success and failures
 Poor planning in terms of job responsibility will also cause several issues
 Lack of team responsibility will also make some employees suffer from monotony
and they will be skipping their work
Question 9
List some ways by which a group can resolve issues or problems in a project or work area that
arise. List at least four (4) ways.
 A sound communication is needed so that employees are able to communicate
without any kinds of hesitations
 Staying aware of the conflicts before their occurrence
 Hire the externals to solve the conflicts so that they are able to asses and solve
the conflict from totally non judgement al and unbiased point of view
 Discussing both sides of a perspective is needed so that the employees are able
to get a justified and satisfied resolution.
Question 10
Why might people resist change? Provide ten (10) reasons.

1. Job insecurity is one of the major issues as the employees feel that they will be
losing their job
2. Differing agendas or differences in the goals often make the employees suffer
from the lack of clarity
3. Insensitivity on part of the managers to make the employees properly aware
about the need for the change can be one of the major reason
4. Lack of commitment towards the company is also one of the major reason
5. Lack of sound leadership system is one of the major aspect
6. Increasing the control of the employees.
7. Ego or clash of interests among the already existing employees will also act as
obstructions in the path of change
8. Economic factors like fall in the salary is one of the major reason that creates a
fear among the employees
9. Fear of the unknown often stops the organizational change because this will
make the employees face totally new and unknown set of challenges
10. Lack of trust is one of the major obstacle in the path of a sound change strategy
Question 11
What are four (4) main ways in which a team can make a decision?
 Effective communication that will enable all the stakeholders to effectively talk
with one another
 Gain a good knowledge about the task at hand and the possible outcomes that
can occur due to their decisions
 Arrange for meetings both the group discussions and the personal interviews
with all the concerned stakeholders so that the decision can be taken in a proper
way
 Maintain a proper feedback and regulation systems so that they are able to take
feedbacks from all the employees
Question 12
(a) What is consensus?

Consensus is a kind of general agreement or acceptance of all the works taking place
or the decisions that are actually taking place in the organization.
(b) What is involved in gaining consensus? Describe the key steps.
A mutual understanding and proper cooperation is needed in gaining a proper
consensus. Apart from this there must be an interest among all the employees to
understand each other and also help them with the proper resources and also the
proper support that is actually needed.
Egalitarianism is to be followed so that there is equal representation given to all the
employees irrespective of their backgrounds. This will enable them to get the right
information from the employees at the right time and be able to get the consensus at the
right point of time
(c) What are the advantages of gaining consensus? Give four (4).
The group agrees to work accordingly to the consensus
There is a peaceful flow of the work
There is a chance of less conflicts among the employees
Employee motivation takes place and all the employees are able to work properly
(d) What are the disadvantages of the consensus process? Give four (4).

 There can be loss of valuable time
 There is the chance of too much chaos as employees will be involved in many
different kinds of work activities will be taking place at the same time
 There can be huge expenses on the part of the company if they have not worked
upon their budget or resource allocation
 Employees often feel that there are chances of biasness and they are unhappy
Question 13
(a) What is ‘groupthink’?
This is the method of taking some poor and immature organizational decisions. This
might result in the formation of some wrong or less productive solutions.
(b) When does it occur?

Groupthink usually occurs when there is a particular group of employees that think alike.
They are usually ruled over by the autocratic or charismatic leader. They put the group
under a huge pressure and the employees feel suffocated. In such cases they might
keep on thinking themselves and lose their valuable time.
Question 14
What are the benefits of establishing and maintaining open communication processes with all
stakeholders including those outside the team?
Open or horizontal communication is always useful as it will enable to instil a feeling of
belongingness among the employees. Employees will feel that they are acting as a part
of the organization and that they are very much valued within the organization.
This will make sure that the employees are being a part of the business decision
making process and they will have no complaints regarding their involvement
Question 15
What is meant by ‘workplace culture’?
Workplace culture is the kind of environment that is present in the organization. This
refers to the kinds of rules and regulations that are being followed in the organization
and the prevalent norms that are present in the organization

ASSESSMENT 2: PROJECT
Overview
For this assessment you are required tofacilitate all aspects of teamwork within the organisation.
It involves taking a leadership role in the development of team plans, leading and facilitating
teamwork and actively engaging with the management of the organisation.You must
demonstrate your ability to:
 Establish team performance plan
 Develop and facilitate team cohesion
 Facilitate teamwork
 Liaise with stakeholders
In order to complete this project, you need to undertake and complete a number of practical
tasks over a period of time. There are four parts. You must complete them all.
Scenario
You manage a real estate agency. There are 8 other employees working in the office,
including sales agents, property managers, receptionist and support staff.
Real estate is very much a people-focussed career. Buying, selling and managing real
estate can be stressful and emotional; good professionals can make all the difference to
smooth and problem-free real estate transactions.Whilst the employees generally are
working well independently, you recognise that it is important that they work as a team.
This will ensure that people are happy and able to achieve the best outcomes, both for
the business, the customers and themselves.
You decide that you need to establish the common goals and objectives of the team, as
a group. You decide that you need a project in which each person should be
responsible for a particular area of development, and lead a team working towards
achieving the particular goals for that area. You have been concerned for some time
about one area that you think needs improvement. Many of the agents and staff are
from other suburbs and even interstate. Whilst you generally try and employ people
from the local area, it is not always possible as it is difficult to get employees with the
right skills and experience. This means that they don’t all have very good local
knowledge in the area they are working. It is a particular problem with new staff.
The areas for team development you have selected are:
1. Identifying methods for improving local knowledge
2. Identifying opportunities for learning new skills for the team members
3. Identifying ways to learn about the social and cultural mix of residents in the area
4. Identifying ways for encouraging and rewarding team members for high level

performance
5. Developing strategies for sharing information between the team members to help
improve the business operations.
You are to work on a project to improve skills and knowledge within the business. Each
participant is to select one of the areas for improvement provided. He or she will then be
responsible for leading the team to carry out the associated tasks.
Project Goals:
The overall goals of the project are for each member of the team to improve in the areas
above and to establish development strategies for future employees.
For this you are to form teams of other students who will be the real estate employees.
The group will hold meetings to discuss the project with their team. Each member of the
group will play the role of team leader for his or her own area, directing others to
undertake tasks and leading discussions. The team is to plan the project including work
plans for the team, and each member is to develop strategies, policies and procedures
to facilitate teamwork and cohesiveness of the group and monitor and evaluate the
progress of the team building. They must provide evidence in the form of reports, and
documents such as plans, minutes and emails and evaluate the project team building at
the end.
Instructions
 In order to do this, you will need to form a team of 4 - 5 of your classmates to form your
work group or team.
 The team members will act as the employees. You will need to hold a series of meetings
to establish the goals of the project and to allocate an area for work to each team
member.
 Each person in the group will be the team leader for his or her area of responsibility, and
will be responsible to planning and achieving the goals and leading the rest of the group
(of 4 – 5 employees) to achieve them.
 Decisions will be made as a group – or team – but you must write up your own reports
and required documents yourself, for the purpose of assessment.
 As part of this project, you will need to develop organisation policies and procedures.
Use the ‘Coffeeville’ - Policies and Procedures which your trainer will supply, as a
template.
Tasks
Part A: Establishing the team performance plan
In this part you are to get together with the group to plan the project.
1. Hold a meeting with your team members to establish a common understanding of:

 the team purposein accordance with business goals, plans and objectives
 the area for development that each team member will be responsible for*
 the tasks required
 roles and responsibilities for the project
* Each person is to select an area of responsibility and will lead the others in the group towards
developing and implementing improvements in that area.
Lead discussion in the meeting. Your assessor will observe you and will asses you on your
team leadership and communication skills.
The meeting should take approximately one hour.
2. As a group, develop a team performance plan to establish the expected outcomes, outputs
and goals for the work team. You can use or modify the sample plan attached.
Department
Task Description
Approved by:
Date:
Team
Performance
Goals
Team Performance
Areas
Individual goals
and actions
Priority
Rating
Due
Provide fast and
effective on-site
Customer Service for
repairs and quotations
on new work
All call-outs to service
customer equipment at
their premises carried out
on time and date agreed
to with customer
Field Service
Technicians to phone
next customer 1 hour
before ETA and confirm
arrival time for on-site
service or quote
1 End of
March
Learning local
culture
To be able to train
people on local
culture
There must be
proper cross cultural
sessions so that the
staffs are able to get
a clear idea about
the local culture and
the local business
etiquettes.
The staffs being
recruited from the
interstate or the
suburbs must be
encouraged to take
part in the
workshops and then
be able to interact
with the local
2 End of
April

culture.
communication
classes
New staffs must
be sent to the
communication
classes.
This will be a new
skill development
area for the
employees
This will help the
organization in
dealing with the
clients and also in
understanding the
queries being raised
by them
Individual staffs
must be allowed to
talk with each other
and be able to work
over their
communication skill.
Horizontal
communication
must be developed
so that the
employees are able
to get rid of their
individual
differences
3 End of
May
Enriching
knowledge and
developing new
innovative
business idea
Flexible shifts
must be given to
employees so that
they can mingle
with one another
and there is
proper inter
cultural exchange
of ideas
ways to learn about
the social and
cultural mix of
residents in the
area
Employees must be
allowed to make
sure that there is a
free time in between
their shifts and also
they are being given
the work from home
shifts. This is useful
because the
employees will be
able to interact with
one another and
maintain a balance
between their work
and also their family
responsibilities as
well.
4 End of
June
Developing a
proper effective
communication
sharing information
between the team
members to help
improve the
business operations.
Employees must be
asked to take part in
the team meetings
and also share the
feedbacks with their
supervisors so that
the managers and
the supervisors are
5 End of july

able to take a
proper feedback
from their
employees.
Decision making
power
This is one of the
essential skills that
must be instilled
among all the
employees
All the employees
will be assigned the
respective team
work so that they
are able to take the
timely decisions and
be able to take the
timely decision at
the right point of
time
6 End of
August
Notes:
Operator: Signature:
Supervisor: Signature:
Date:
The purpose of the Performance Plan for (insert name of team) is to establish target goals as
set out below. The accomplishments will be measured in two (2) ways:
 On a team basis, i.e. what does the team have to do to achieve the set target goals
The team has to make sure that each of them are getting a turn to explain their points and
also take part in the different decisions being taken. The supervisors or the team leaders
will have to ensure that they are listening to all the doubts and the queries of their team
mates and then be able to make sure that none of the employees are feeling abandoned
or lost

 On an individual basis, i.e. what performance standard has been set to adequately
reflect an individual team member’s required performance level so that they contribute to
the required level to ensure that the team as a whole achieves its “purpose”.
Each person should write up the plan following the meeting, then distribute the plan and obtain
agreement, before submitting it.
3. Ask members what support they require in order to meet the expected performance
outcomes. Write up your response including strategies to provide any coaching and mentoring
required.
4. Document the planning process e.g. meeting minutes, plans, emails. You will need to submit
these to your assessor.
To: The Staffs
Subject: Planning process
Message:
Hello
This is to inform you all that as notified earlier there have been the meeting
regarding the ongoing issues in the organization and also the different ways that
will be used in order to solve the same. It must be made sure that all the
employees are able to understand about the different issues and also formulate
their own strategies of overcoming the same.
In other words it must be ensured that that the employees are working in a very
efficient manner and are also being able to interact with the local people. This is
mainly because of the fact that initially it has been seen that the employees who
are being recruited are not having the right kind of skill and the right knowledge. It
is because of this reason that the employees who are from the suburbs or the
interstate locations to undergo some specific cross cultural training and
development sessions. It is being expected that this will be developing the
communication between the newly recruited employees and also the ones who are
not having much well developed skill and understanding in the terms of the local
culture and the etiquette of the local people.
This will be ensuring that the ongoing issues are being easily identified and also
solved in a proper way. This is mainly because of the issues that there are some
or the other impacts being created over the whole business operations as the
employees are suffering from the lack of knowledge also they do not know the
different ways in which t hey will be able to overcome the same.

The plan that has been formulated by the board is that there will be many cross
cultural training and development sessions anal the employees are being
encouraged to take part in the same. This will be helping the existing employees to
understand the importance of the cross cultural training session and also they will
be able to utilize the ideas and the innovations that they will be getting from the
local people. All the team leaders must make it a point to take the daily feedbacks
and sessions from all their team members so that they are able to create proper
strategies and also be able to implement them properly. The daily feedback
sessions will be very helpful in order to ensure that the employees are actually
being benefitted or not.
I am requesting all the team leaders to ensure that they are making their team
mates to take part in the different cross cultural training sessions that will be
conducted. We will again conduct the meeting after about a month in order to
know the improvements that have taken place. Hence we want all of you to keep
regular follow up.
Therefore it is being requested that all the employees are able to interact with one
another and be able to work properly.
Thanking you
Real Estate Manager
Part B: Developing and facilitating team cohesion
You are now to develop strategies to facilitate team work and team cohesion (for the overall
company and your area of responsibility).
1. Develop a set of policies and procedures including strategies to facilitate teamwork that:
 ensure that team members have input into planning, decision making and operational
aspects of the work team
There must be proper policies so that the overall working of the business is taking place in a
sound manner and also they are able to ensure that the employees are working
properly.
 ensure team members take responsibility for own work

 assist others to undertake required roles and responsibilities
 ensure that issues, concerns and problems identified by team members are recognized
and addressed
2. Write and submit the policies and procedures ensuring sufficient detail of strategies to
achieve desired outcomes. Use the workplace policies and procedures for Coffeeville as a
template. (Refer to the Appendix)
Policies and Procedures
Management/Employee Relations
Policy:
All of us here try to assure you that you can enjoy a very peaceful and friendly atmosphere.
It is because of this reason that we do not see you all as our employees but we see you all
as our family and you all are the most valuable parts that make or success. We are trying
every now and then to make sure that you get flexible shift and are able to enjoy the work
that you are doing.
We do realize that there can be several issues in the cycle of working. There are different
departments who will be more than happy to help you all. Please be informed that we will
never be offended to hear you or to solve the issues that you are facing. We do not promote
any biasness or unhealthy work culture. We want all of you to help us and cooperate with us
to initiate a very healthy working culture in the organization. Please feel free to each out to
use whenever necessary.
 All the managers must try their level best to make sure that they are creating a very
employee friendly environment
 Manager must never be too busy to hear the employees
 Employees can avail the service of anti employee bullying cell at any point of time
 Employees must always be asked to come on time and be able to help out each
other without posing any kinds of derogatory comments towards one another
 All the employees coming from any socio economic backgrounds must be given the
timely support and help without any kinds of biasness

Scope:
These policies will be same for all he employees who are working in this real
estate organization irrespective of their experience and also irrespective of
their positions.
Procedures:
The real estate company is dedicated at providing the best services to their
employees. They try to maintain an employee centric and also customer centric
approach. In order to assure that all the employees are able to work at peace
and also be able to enjoy a very friendly culture. The managers must ensure
that they are not taking any problem lightly and are helping each and every one
of them in a very serious manner.
Employees are the important asset of the organization and they are to be
valued. Managers of the company will ensure that they are helping the
employees to understand their work responsibilities and also giving them all
possible support to carry on with the work at the same time.
It must be noticed that at the time of conflict resolution the involved parties
must maintain a very organized and also peaceful attitude. This will enable the
managers to ensure that they are undertaking the issues an solving them
without any loss of their valuable time.
HR recruiters must be taking regular sessions and also induction sessions so
that they are able to help the employees get a clear idea about the company
rules and the regulations.
Employees must be made acquainted with the disciplinary policies so that know
how to reach out to the respective departments whenever they are facing any
issues in the organizations
Meetings
The meetings must be carried on a regular basis so that the employees are able
to communicate with their leaders without any hesitation. This will ensure that
there is a proper horizontal compunction taking place and all the issues are
being solved properly.
Punctuality is one of the major aspects of the teal estate company. It is because

of this reason that all the employees are encouraged to take part in the
meetings when they are being conducted. A hundred percent attendance is
needed so that all the employees are getting to know about all the essential
decisions and none of them are missing it.
In order to encourage all the employee to take part in the meetings some
monetary rewards are given to them. This is because employees will be able to
attend the meetings and also carry on working at the same time without losing
any time.
As many of the stakeholders in the real estate business work differently and
also in an independent manner, there is a chance that there might be a huge
lack of communication. In order to solve the communication gap, there have to
be regular meetings so that the employees are able to share all their issues to
the employers and the employees are able to solve the same.
Teamwork
This is one of the most essential aspects of our organization. In order to make
sure that we are being able to achieve all the co any goals and objectives, the
employees have to give joint collaborative effort. Without working together as a
team it will not be possible for the organization to attain all their company goals
and objectives.
Many team building activities will be conducted so that all the employees are
able to interact with one another and also get used to the local culture of that
place. Team working activities with the local people will be very helpful as this
will be teaching them how to talk with the local people and also use their ideas
and innovations in developing the overall services of the organizations.
Team working activities will be helping the organization to make sure that there
is a proper healthy working culture in the organization.
Communication
Horizontal communication must be followed at all levels of the organization so
that there is no such hindrance in the inter departmental communication
system. There must be timely feedback carried on so that the employees are
able to reach out to their managers at the right point of time and also be able
to get the timely solution.
Part C: Facilitating teamwork
Over the progress of the project implement the strategies and policies and procedures you have
developed. Meet together with your team on at least two occasions to discuss progress.

1. Carry out the tasks of your project e.g. finding out and documenting strategies and plans for
your area of responsibility.
2. Make sure that you:
 Provide feedback to team members to encourage, value and reward individual and team
efforts and contributions
 Encourage team members and individuals to participate in and to take responsibility for
team activities, including communication processes
 Support the team in identifying and resolving work performance problems
 Ensure that your own contribution to the work team serves as a role model for others
and enhances the organisation's image for all stakeholders
 Use interpersonal skills to gain trust and confidence of team and provides feedback to
others in forms that they can understand and use
 Adapt personal communication style to build positive working relationships and to show
respect for the opinions, values and particular needs of others
 Play a lead role in situations requiring effective collaboration, demonstrating high level
conflict resolution skills and ability to engage and motivate others
3. Seek feedback from your team on their perspectives on how the team is progressing with the
project.
To: Team
Subject: Updating on the progress of the policy implementations
Message:

This is to inform you all that we all formulated different policies during the last
meeting in order to make sure that that the project implementation is taking place
in a proper manner. I would like to inform you all that the management is happy
with the kind of progress that has been seen.
In the fast quarter there were several issues taking place in the organization and
the overall production was also not taking place properly. This is because of the
fact that there were inter cultural issues and people were not being able to talk with
one another in a very friendly way. However after the implementation of the
different cross cultural training sessions and the cross cultural management
system it was seen that the employees are being able to mingle with one another
and also there is a free flowing of the different ideas and the innovations. These
innovations were being used for the development of the services being rendered
by the organization.
As this is a real estate business, there are many independent workers. Therefore
there is an utmost need for the proper understanding and cooperation among one
another.
I met with the project leaders twice in order to take the progress updates. The first
one was when the we had to deliver a project to the International clients of
Singapore who wanted to see something unique and cultural in the products that
are being delivered. I saw that all the newly recruited employees have been able to
form a good understanding with the local people and also the employees coming
from suburbs. This helped in bringing or adding a touch of local culture in the
estates ad this was really liked by our clients. This shows that there have been
significant improvements in the relationship building and cross cultural
understanding.
The other occasion was suing the cross cultural campaigns in our organization. I
could see that the attendance and the participation rate were huge. This shows
that all the employees have been much interested in these meetings.
I would like to congratulate all of you and also encourage all the team leaders for
such wonderful performances. I always use the assertive communication style in
order to express my views and also make sure that they are not hurting the
feelings of others. At the same time, I make sure that others are also being able to
give in their onions at the right point of time.
I am really very happy to see that all the employees are giving joint collaborative
efforts and progressing towards achieving the overall goals and objectives. I would
suggest you all to reach to your respective supervisors and also to the
management through the right channels for any kinds of issues. We are always
happy to help you.
Thanks
Manager

The Real Estate
Your assessor will observe you in one of the meetings and will assess your team leading and
interpersonal skills. You will have approximately one hour for each meeting.
1. Write up a report in which you comment on your team leading and the progress of
the group in working as a cohesive team. (approx.two pages). Include comments
on the areas above (task 2).
I am really very happy to see the kind of progress that has been made by the team. Earlier there
were several issues being faced by the employees due to the lack of awareness about local
culture. However after the proper implementation of the strategies I have seen that there is
some very significant improvement. This is because of the fact that the employees have been
encouraged to take part in many of the cross cultural activities. These activities have made
them work together as a team and also they have now been able to overcome all their
differences.
I have always been using the assertive communication style. This has really been very
beneficial. This is because I have been able to solve the existing issues and at the same time, I
have also been able to learn many new and interesting things from the employees as well.
Therefore I feel that all must be using this communication style as this will be helping them to
easily express their own views and then be able to narrate their own views and understanding
as well. I have always been very empathetic to all my employees and made sure that I am being
able to understand their need and also render the moral support to them all.

Leadership qualities Ye
s
No Comment
1 empathy  I have been
able to
understand the
needs and
demands of all
the employees
and give them
the timely
support.
2 communication  I have always
maintained
horizontal
communicatio
n system so
that all the
employees are
able to give
their opinion
and be a part
of the business
decision
making
process
3 listening  I will have to
work more this
skill. Under
pressure I
often become
restless and
might miss
some useful

information
4 decision making power  I have been
able to
develop a good
decision
making power
that will be
helping me to
take the right
action without
losing any
valuable time
Part D: Liaising with stakeholders
1. Write a list of stakeholders who have had input into the project or who need to be
informed of the project progress and outputs.
2. Throughout the project, establish and maintain open communication processes with
all stakeholders including:
 communicating information with the team
 communicatingany unresolved issues, concerns and problems raised by team
members and following them up with the rest of the team and other relevant
stakeholders
 responding politely and professionally to anyone outside the business that you
communicated with in regards to the project.
Who is involved in the project, what is your message?
The team members and the team leaders are involved in this project. My message
to them is that they are now doing a good job by marinating their interaction with
the local people. They must continue this open and horizontal communication
system at all points of times
Which area of the business are you working on?

I am working in the cross cultural communication and employee development
section. This is an essential section because unless the employees are being trained
properly they will never be able to gain a good knowledge about the local people
and their culture
What research have you conducted?
I have taken interviews from the employees and also from the customers. This
helped me a lot to know about the issues and also in finding out the solutions that
must be ensured in order to solve the issues.
What strategies have you built?
 I have developed cross cultural training sessions and campaigns
 I have also made it a point so that there are regular feedback sessions in
order to know about the actual issues being faced by the employees

How have you researched you area?
I have taken feedbacks from the employees through the circulation of the survey
forms and the questions.
2. Evaluate and take necessary corrective actions regarding unresolved issues,
concerns and problems raised by internal or external stakeholders.
 Meetings will be conducted in order to take the regular feedbacks to know about the
issues that have-not been resolved yet
 This will enable me to know the further strategies that have to be taken in order to solve
the unresolved issues
Write a brief report on your communication with the stakeholders and how you dealt with
any issues. (one page) Attach evidence of communications with the stakeholders and the
team.

Part E: Finalising the project
1. Meet together with your team to do an evaluation of the overall team building project.
2. Write up the outcomes of the work you did for your own area of responsibility in the
form of meeting minutes.
 My area of responsibility was to develop inters cultural or cross cultural communication
and interaction with the local people. I feel that that I have been able to develop some
very good and also positive aspects within the team.
 The strategy of conducting inters-cultural campaigns and sessions has been very
successful. This is because of the fact that the employees were able to understand
about the importance of embracing the inter cultural differences.
 Employees have become much more cooperative towards each others
 There have been formation of many new teams and the team shuffling has also been
useful as the experienced employees were placed with the new ones so that there can
be a proper exchange of the cross cultural ideas
 Employees are seen gaining new ideas and information from the local people
 Employees are able to implement the same in their work and this is being well accepted
by the customers
3. Write a report in which you comment the success of the project, any issues you
encountered and how you resolved them, and how successful were your team building
activities. (one to two pages)
I feel that this project has really been a great success. This is because I have been able to
make sure that local culture is being brought into the working culture. This is mainly because
there was a lack of proper communication among the newly recruited people as they knew
nothing about the local culture. It is because of this reason that there were several differences
developing among the employees. I made sure that all the employees are interacting and talking
with one another
I made sure that there are many cross cultural sessions and campaigns being conducted so that
the employees are able to take part in the same. This has actually helped them a lot in order to
get rid of their differences and be able to understand each other. This has been possible after
the employees have been able to respect the local culture and values. I made all the employees
get involved in many of the team building activities. This was one of the major successes as
open conversation has really been a great success. I realized that unless there is a free flowing
communication taking place in any organization employees will not be able to know each other
and there will always be some or the other issues. I was successful in developing the cross
cultural communication and interaction. Apart from this., I faced some issues while there was a

huge pressure of work. I lost my patience at some point of time and was losing some essential
details. I have decided that in future whenever I face these issues I will be taking small breaks in
between so that I can actually refresh my mind and be able to start my work in a refreshed way.
The cross cultural training session has really been very useful. The memory wall team activity
has been very helpful as all the employees could have their stories without any fear and
hesitation. This has really helped all the employees to come forward and talk about their own
experiences.
Assessment Criteria
Your assessor will be assessing you against the criteria in the attached Marking Guide.
Submission Requirements
You will need to submit the following for this assessment:
 team performance plan
 evidence of planning e.g. meeting minutes, emails, work plans
 feedback from the team e.g. emails, questionnaires etc.
 set of policies and procedures for teamwork
 report with comments on progress of team building
 report on communication with stakeholders and team, and samples of communications
 outcomes of work on individual area of responsibility (meeting minutes)
 evaluation of the project and any issues encountered and how they were dealt with

ASSESSMENT 3: CASE STUDIES
For this assessment you are required tofacilitate all aspects of teamwork within the organisation.
It involves taking a leadership role in the development of team plans, leading and facilitating
teamwork and actively engaging with the management of the organisation.You must
demonstrate your ability to:
 Establish team performance plan
 Develop and facilitate team cohesion
 Facilitate teamwork
 Liaise with stakeholders
Read the following case studies and answer the questions that follow.There are five scenarios.
You must complete them all.
You should write about a third to half a page. You can write in point form.
Scenario 1:
Because of downsizing and layoffs at her regional office, Samanthawas given a new
department to manage. Previously she had managed the Marketing Department but
now she has been assigned to manage the Customer Service Department as well.
Both departments were hit by the recent layoffs and are still reeling from those
changes. Now she has to merge both departments into one unit. This will require
some restructuring. She also has a lot to learn because it has been many years since
she worked in marketing. What is more, she does not know the sales team or the
capabilities of each team member.
Questions:
1. What should Samantha do first to get the new department functioning? List the steps.
 Samantha at first has to study through the files of each employees of the new team that
is of the Customer Service Department
 This will help her to know about the backgrounds of the different employees of this new
new team so that she is able to assign the work accordingly
 She must take a proper meeting with the two teams, the one for which she worked
earlier and also the new team
 She has to maintain a horizontal communication throughout the meeting so that she is
able to express her opinion and also get he views and the opinions of others
2. What can Samantha could do to help forge a strong and unified team in the company
in the days and weeks to come?

 Samantha will have to use the assertive communication style so that she is able to
communicate all the company objectives and also her new strategies
 There must be several meetings both personal and group discussions so that all the
employees are able to give their opinion and understanding
 She must take a proper training from the supervisors and also be able to understand
the new set if roles and responsibilities that she will have to carry on in order to work
as part of the new team
 She must make it a point to take the regular feedbacks from her newly formed team
s that she is able to understand the issues that are being faced by the employees
and also be able to solve them
Scenario 2:
Rajiv isconsiderably younger than most of the people he supervises. He has an
undergraduate degree, and has recently completed another post-graduate
qualification. Right out of university he went to work for the company and was soon
promoted to Team Manager. Steve learned well and was promoted to Area Manager
in just under a year. He is not only younger than anyone he supervises; he has more
formal qualifications.
Questions:
1. How can Rajiv turn this situation into an advantage for the company and himself?
 He can motivate all the other younger employees to never give up their confidence
 He must use his knowledge to make sure that all the employees are getting the timely
support at all points of time
 He must have the courage to make others know that age does not always matter and
that younger employees can also supervise the elder ones and be able to get very good
promotions
2. How can he become a good supervisor of his older and more experienced workers
and ensure that he does not alienate his team members?
 He must remain humble and make sure that he is respecting everyone around him
 He will have to make it a point that he is taking the regular feedbacks and he must also
be able to analyse them in order to see f the employees are facing ay issues and the
ways in which they can be solved
Scenario 3:
Tina was worried as she had just attended a management meeting. She was in
charge of a team of staff and volunteers and was told that the new management
wanted to change the operating hours to ensure that evening venues will be open
seven days a week from early morning to 11.00pm and to ensure that formal
counselling services were available. This would mean that she would need to
reorganise the shifts of the current staff and volunteers, most of whom had been

working with the organisation for a long time. It would mean most would now need to
work in the evenings and weekends.
She was concerned because she had good teams. She knew she would need to
employ some new staff members and that some of the existing team would also need
to upskill as she was sure that none would be able to conduct formal counselling. She
knew how difficult it was to find good volunteers. She also felt an obligation to her
long-serving employees to accommodate them, especially those with families. She
told two of her supervisors and it was as he thought: they were very upset by the
changes.
Questions:
1. How can Tina tell the rest of the staff about the new organisation direction?
She will have to hire some good change management experts who will be able to help her out
during this situation. This will be helping her to make sure that the existing employees are being
able to understand the need for the change and the ways in which they will be able to accept
the need and also be able to cooperate in the process
2. How can she implement the changes and yet keep the loyalty and cohesiveness of
the staff?
 She will have to arrange for some new employment vacancies for the employees who
have been serving her for a long time
 She must take the regular feedbacks from all her employee so that she is able to
understand if they are facing any issues and als helping in finding out the solution at the
right point of time
3. What activities can she implement to introduce new staff members and bring them
into the existing teams?
 Team building activities can be conducted where all the employees talk with one another
and able to understand each other and embrace the cultural differences as well.
 There must be arrangements for the flexible shifts so that the employees are able to
adjust with the new job roles and responsibilities
 Employee training activities must be developed so that the employees are able to get a
proper training and carry on with their new job responsibilities
4. What support should she ask for from higher level management to support the
teams?

The support must to arrange for the sufficient amount of resources and funds so that the
employee skill development programs can be conducted.
5. What options are there for staff to gain the skills they need to conduct formal
counselling?
The staffs must be given the on job training facility so that they are able to work and also learn
the new skills at the same time. This will help them as they will be able to strike a proper
balance between their studies and their work. They can be taken to a current formal counselling
practitioner so that they are able to get the tips on how to develop this new skill.
Scenario 4:
Pedro is a team leader for a large department store in an outer suburb. In recent times
the team has felt the pressure of increased work demands. Pedro has met with his
manager several times to request two new team members but so far, his requests have
not been met. The last time Pedro was in the staff cafeteria he was sitting next to a
senior manager in charge of staff procurement. It was not long before Pedro realised
that his requests for additional staff had not reached senior management. They had no
idea that additional staff were needed to reach their organisation goals.
Questions
1. What actions would you consider and take if you were Pedro?
Pedro must be able to make sure that he is escalating this issue to his senior staff procurement
manager that he has talked about the issues earlier and still no action has been taken. This is a
serious show of irresponsibility on the part of the managers who have never been paying any
attentions to the demands being made by Pedro.
2. What are the possible repercussions of this case?
The senior management of the company must take serious steps against this and make sure
that the managers are being punished. They must penalize the managers to show such
irresponsibility and at the same time they must provide some new staffs so that Pedro is able to
share his burden of work and be able to work at peace.
3. What recommendations would you make to ensure that requests of this type made
it through the management channels?
 The communication system must be well developed
 Horizontal communication must be carried on so that the managers are able to take the
opinions of their employees and also solve them without any kinds of delays
 Feedbacks must be taken regularly so that the managers are able to know about the
issues that are actually being faced by the employees

4. What mechanisms exist at your workplace (or college) for team members to
communicate issues or concerns to team leaders or management?
 There are proper managers and departmental heads appointed for each and every class
or team. They make it a point that all the employees are reaching out to them and
narrating all the issues without any hesitation.
 Top down approach is highly discouraged and horizontal communication is followed
 The final decisions are always take after proper consultation with all the concerned
members who are involved
 Feedbacks are always taken so that the leaders are sure about the implementation of
the policies and the actual benefit that is being generated by them
5. Audit the mechanisms you detailed above. Are they effective? If so, why; if not,
why not? Make a list of what you would change.
They are quite effective because none of the employees or stakeholders is left out in this
system. This is because they help the organization to function as a united group where all the
employees have equal say and are able to get the right kind of solution at the right point of time
Scenario 5:
You have just been to a conference and attended a session about coaching and
mentoring by managers. You have now been asked to report back to the rest of the
team about what you learned and how it might apply to staff at your work. You also are
wondering how you might benefit yourself from what you learned.
Questions
1. How do you think coaching and mentoring might support team members at work?
The coaching and mentoring system will be helping the employees to enrich their domain skill.
They will be getting the right support at the right time that will be helping them for all their future
endeavours. This will be helping the employees to become much more self dependent and they
will be gaining a proper self confidence
2. Reflect on your capacity to mentor and coach your work team. Identify and list
the skills that you have in order to carry this out.
 I am empathetic so I will always be able to understand the actual needs and demands of
the employees

 I have a good listening skill. This will be helping me to listen and understand all the
queries of the employ in a very attentive manner without losing any details
 I am good and research and analysis so I will always be able to get the best learning
resources so that I can give the same to the ones that are learning under my supervision
3. What action could you take to improve your mentoring and coaching skills?
 I will be taking part in all the communication classes. His will enable b to become more
attentive listeners
 Apart from this I will enroll myself to the meditation classes. This will help me to work
over my level of patience
 I will maintain a step by step process so that I get time to prepare myself and then be
able to carry on with the task of teaching or coaching others
 Taking regular feedbacks is lso essential so that no details is getting missed out
