Report on Working With and Leading People - Unit 14, BTEC HND

This report examines the critical aspects of working with and leading people, focusing on recruitment, leadership, and team dynamics within an organizational context, using United Parcel Service (UPS) as a case study. The report begins by outlining the necessary documentation for recruitment and selection, including job descriptions, person specifications, and the importance of legal, regulatory, and ethical considerations. It then delves into the skills and attributes of effective leadership, differentiating between leadership and management styles and exploring motivational strategies. The report further investigates the benefits of team working, the practical application of leadership within a team, and the process of assessing individual development needs. The author, in the role of an HR manager, details their involvement in the recruitment process, evaluating their contributions to streamline selection and improve employee quality. The conclusion summarizes the key findings and emphasizes the significance of these elements in addressing organizational challenges and enhancing operational efficiency.

Working With and Leading People
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Assignment title Working With and Leading People
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Unit 14. Working With and Leading People
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support my work then credit has been acknowledged. I have identified and acknowledged all sources used in
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Working With and Leading People
TABLE OF CONTENTS
INTRODUCTION......................................................................................................................1
TASK 1.......................................................................................................................................1
1.1. Prepare documentation to select and recruit a new member of staff..................................1
1.2 Assess the impact of legal, regulatory and ethical considerations to the recruitment and
selection process 2
1.3 Take part in the selection process 3
1.4 Evaluate own contribution to the selection process 3
TASK 2.......................................................................................................................................4
2.1 Explain the skills and attributes needed for leadership 4
2.2 Explain the difference between leadership and management 5
2.3 Compare leadership styles for different situations 5
2.4 Explain ways to motivate staff to achieve objectives 6
TASK 3.......................................................................................................................................7
3.1 Assess the benefits of team working for an organisation 7
3.2 Demonstrate working in a team as a leader and member towards specific goals, dealing with
any conflict or difficult situations 7
3.3 Review the effectiveness of the team in achieving the goals 7
TASK 4.......................................................................................................................................8
4.1 Explain the factors involved in planning the monitoring and assessment of work performance
8
4.2 Plan and deliver the assessment of the development needs of individuals 8
4.3 Evaluate the success of the assessment process 9

CONCLUSION..........................................................................................................................9
REFERENCES.........................................................................................................................10

INTRODUCTION
Company must ensure that it has right bunch of employees who are competent enough to
manage daily operations. Also, they must be innovating and competent in order to get rid of
managerial issue of company. Beside this, proper team working and coordination must be there
among employees (Rothwell, 2010). In this respect, present report is prepared that highlight the
relevance of skills and knowledge within operations. Also, it focuses on importance of working
with and leading people to manage operational issue. For this, case study of United Parcel
Service (UPS) has been highlighted which is a parcel service company that facing issue due to
incompetent employees. This report has highlighted the significance of recruitment and
selection, leadership style, working in team and assessing developing need of individuals at UPS.
TASK 1
1.1 Documents Required for Recruitment and Selection
For the purpose of recruiting and selecting, it is essential to develop varied set of
documents such as person specification (PS), job description (JD) and interview checklist.
Through this, appropriate candidates can be selected in company like UPS. Job description can
refer to a document that includes information related to roles and responsibilities which
candidates need to fulfill for particular position (Tschannen-Moran, 2014). Further, it possesses
information related to salary, allowances along with skill that need to accomplish the work. On
the other hand, person specification includes information related to minimum set of skills,
qualification, knowledge and required experience for applying at particular position. Interview
checklist is a list of formalities which a candidate need to go through while applying for job.
UPS need to develop these documents so that appropriate candidates can be selected (Fairhurst
and Connaughton, 2014). In this respect, following is the job responsibility and person
specification for operation manager at UPS.
JOB DESCRIPTION
POSITION Operation Manager at UPS
SUMMARY Operation manager is responsible for managing daily operations,
ensuring proper flow of work, addressing customer queries, assessing
employee needs and take corrective action.
DUTIES AND
RESPONSIBILITIE
Enhancing operational system within organisation.

S Ensuring sound support service through continuous improvement
Long term planning
Regular meeting with team and departmental head to take corrective
action whenever required
Supervision of subordinates
Ensuring consulting service to employees and customers
Maintain work flow
PERSON SPECIFICATION
Position Operation Manager, UPS
Minimum
Qualification
Generic/Credit Level in English or equivalent
Management Qualification
Experience Sound leadership, proper staff management
Management and delivering of contracted services
Monitoring and controlling of operational system
Performance management
Skills and
Knowledge
High skills in written and oral communication
Sound planning skills
Tech savvy with enough knowledge of different utility software
Ability to represent the organisation
Leading and contributing within team
Sound time management
In addition to it, company also need to focus on advertisement in order to attract more of
candidates. Further, interview and selection is another set of process that need to be considered to
choose the skilled candidates. Apart from it, reference check, employment contract are other
related documents that need to be developed in order to conduct recruitment and selection.
Hence, above stated person specification and job description will help the UPS in recruiting
appropriate that aids in getting rid of present issue of lack of management.
1.2 Legal, Regulatory and Ethical Consideration
UPS need to ensure that it adhere with legal and regulatory requirement while recruiting

and selecting applicants. In this respect, following act and norms need to be considered by the
company:
Legal Consideration
 Disability Discrimination Act 1995: UPS must focus on this act and hence should
not do discrimination among applicants on the basis of disability. Doing the same
will be entitled to penalty and compensation to candidates. Also, proper
information must be shared by UPS to applicants (Ciulla, 2014).
 Equal Pay Act 1970: UPS must focus on this act in order to avoid instances of
discrimination at the time of recruitment and selection. The company must not
give less salary to female candidates as compared to male candidates.
Regulatory Consideration
 Equality Act 2010: Equality at selection stage must be ensured by UPS as it can
affect the image of the company. Candidates must be evaluated on the basis of
skills and competencies and not only on references. With this appropriate
candidate can be selected (Franke and Felfe, 2011).
 Health and Safety Act: Further, HR manager need to focus on health and safety
of the candidates.
Ethical Consideration
 Transparency: It is an ethical obligation for UPS to ensure transparency with
respect to recruitment and selection. Also, required information must be shared
among applicants by the management in order to avoid the contradictory situation.
With this, employer image increased and hence aids in attracting competent
applicants (Dumdum, Lowe and Avolio, 2013).
 Culture: Further, proper culture should be developed in order to accommodate the
candidates.
1.3 Taking Part in Selection Process
Being an HR manager in UPS, I am handling overall recruitment and selection process.
First of all, I have developed a job specification and person specification in order to attract the
relevant candidates by assessing every aspect of the job. After this, one of my executive assisted
me in calling competent applicants for the job. Also, I have helped in framing the advertisement.
Among those applicants, filter is applied and unwanted CV were rejected. Then, remaining

applicants were undergone from HR level interview round in order to judge their mental state
and also to assess their qualification. After this, aptitude test is conducted by me for available
candidates and score from this test aids in filtering the candidates further. Afterwards, technical
round was conducted by concerned authority and selected candidates from this were then shifted
to final round where I have selected the applicants on the basis of their skills, experiences and
knowledge. Negotiation were then done by me and finalize set of applicants were selected and
same was offered with job letter. Hence, I was attached to recruitment and selection process right
from beginning to end. This helps in selecting skilled applicants at the vacant position at UPS.
As an HR manager, I have developed a criterion for recruiting process and selected interviewers
who were properly trained for conducting interview, reviewing resumes and further more.
Developed the criteria for interview as it is the first aspect of selection. Properly managing the
place of interview, where it will be conducted, other requirements at the time of interview that
include selection of interviewer, providing assistance to the applicants, advertisement, etc. Took
care of advertisement and the job specification for clearly mentioning the post in the
advertisement. Also, I have reviewed the application and resumes received by prospective
applicants for selecting the best applicants for another round of interview. I have also contributed
in the plan for conducting 2-3 rounds of interview with management and ensured the selection of
suitable candidates for the vacant position. Lastly, I have prepared the offer letters and mailed the
same to the selected candidates who succeeded in all rounds of interview.
1.4 Evaluating Own Contribution
Since, UPS is undergoing harsh phases of mismanagement and high attrition rate, I have
played a significant role in streamline the selection process. I have developed proper JD and PS
for different set of position so that applicant can be selected accordingly. This step assisted me in
removing unwanted candidates from the initial step through which considerable amount of time
and effort of UPS is saved. Further, rating of applicants become easy that helped in identifying
most skilled person. Based on it, decision for selecting candidate becomes easy and also
quantifiable that will aid in getting rid of mismanagement issue at cited organisation. Moreover, I
have done sound negotiation with applicants that assisted me in saving crucial resources of the
company. Further, I have given different set of situation and simulation to candidate which help
me in judging their mind set. From this, most innovating and skilled applicants is identified
which will certainly help the company in overcoming it operational issues. Hence, I have played

a crucial role in attracting and selecting most skilled and competent employees for UPS. Through
my involvement, needs of candidates towards job is assessed and I have even determined the
capability of each candidates. If I have not participated then skilled and competencies of
candidates would not be assessed in appropriate manner. The capabilities of the candidates were
evaluated and the need of the job for the position was also evaluated by me. I demonstrated the
role of the person in the job so that the most suitable candidate is selected. Complete process of
the procedure was planned and demonstrated with the appropriate team and selecting the best
team to complete the selection process. Assessed the skills and competencies of candidates in an
appropriate manner. Executed and developed the selection process and planned the whole
procedure and made it clear to attract the best applicant for the job. As an HR manager,
advertisement for specific job position, scrutinizing resumes of the applicants, shortlisting
candidates for interview. After shortlisting the candidates call them for interview, scheduling the
interview, fixing pay packages for the selected candidates. Conducting induction program for
them so to make them comfortable with the organizations environment. It is evaluated that in
recruitment and selection process I need to focus on more selection round so that interview
process can be accomplished successfully. Further I identified that written test should be taken so
that skills of candidates can be assessed.
TASK 2
2.1 Skills and attributes needed for leadership in UPS
UPS is considered as one of the biggest parcel services in UK but due to poor leadership
and management they are suffering from losses for failure to deliver in time. In this reference, it
is essential to commit with some best leadership skills such as:
Decision making capability: One of the most common skill required by leader at UPS is to take
sound and effective decision. It is highly required to have critical thinking skill in order to
manage people. By taking proper decisions UPS can analyze internal issues and resolve
problems for failure to deliver in time (Tourish, 2014).
Personal Attribute: A successful leader must have the best positive attitude towards all other
management people. With carrying this attitude, leader of UPS Company can easily boost the
confidence level among other people and motivate them to work hard. Keeping positive attitude
and values considered as one of the most effective recipes for leadership (McDermott, Kidney

and Flood, 2011). It is the best way to maintain healthy relations with workers and motivate them
to deliver timely services to customers. Leaders at UPS can apply participative leadership in
order to get high amount of input from them.
Communicate powerfully: For becoming a great leader it is required to communicate in variety of
different ways. It requires appropriate one on one conversation with several team meetings. Here,
all effective decisions can be made by UPS Company to overcome with all past failures.
Conceptual skills: UPS is one of the largest parcel service of UK and for building their trust on
customers it is highly essential for them to provide quality services of them (Harrison, Benjamin
and Curran, 2007). For this, a leader within particular firm must have conceptual skills and
knowledge so that they can work accordingly. With the help of this, he can provide appropriate
training to all his workers. It helps in maintaining proper working criteria and improves overall
productivity of UPS Company.
2.2 Difference between leadership and management
In order to overcome with loses faced by UPS Company they need to acquire appropriate
leadership styles for different situations. Following are the differentiation between leadership &
management with reference to UPS Company:
Management Leadership
Management can be defined as a system to
coordinate various things in an effective
manner. For this, varied range of strategies
can be formed just to attain proper objectives.
Leading by the examples of others always
makes a successful leader. By properly
influencing others for work and achieving
their goals can be defined as a perfect
leadership (Guay, 2013).
Manager of UPS company is responsible for
overcoming with all loses through proper
supervision and close monitoring of each
employee performance.
Leading people with positive attitude raise
their confidence level to work hard. Within
this same process, leadership approach of UPS
company should be proactive. Some senior
managers of UPS company have also left the
company together with 50 staff. Keeping trust
over people &directing them to work together

in achieving their goals motivates them to
serve within firm for a long-time period.
Management is a basic quality of ruling which
helps to maintain stability in UPS company
(West, 2012).
Proper principles and guidelines must have
established under the leadership of UPS.
Through this, appropriate change can be
brought and overall improvement can be done.
2.3 Comparison of different leadership styles
Leadership can be defined as a skill to influence others and it is required that leaders in UPS
company must adopt style as per the situation so that appropriate results can be attained. Autocratic leadership style: In order to improve the overall management a leader must
have strict control over all his workers (Schein, 2010). However, it requires trust of
followers on their leaders. Timely parcel delivery is one of the major responsibility of
UPS team members. They need to take care of all their customers in one particular time
and for the same, quick decision can be taken. For all delivery boys, autocratic leadership
style can be used just to keep proper control over them. For example: To increase the
customer satisfaction the company has applied some strict actions and sacked the CEO.
UPS is taking these steps to control their image and retain their customers. They are
applying this leadership style so that they are able to compete in the market and satisfy
their customers. Participative leadership style: To boost the confidence level of staff, leader invites ideas
and suggestions from subordinates. At the time of decision making, leader involves all of
them to provide their inputs (Mumby, 2012). Through this, company is able to provide
best services to customers who relied on UPS’s promises. For all middle level of workers,
it is the best way to raise their confidence level and provide them proper work
environment. As the new HR manager of the company allowing all the members of the
company to put up new ideas to retain companies position in the market. It also helps in

developing policies so that the employees are able to make identity in the organisation.
 Laissez Faire leadership: Here, giving full control to employees is not suitable with the
working practices of UPS. In order to improve the overall management and
administration services leaders need to take effective decisions with proper involvement
of management team. If the power to make the decision is given in the hands of
employees they may misuse it and give harmful decisions for UPS as it is still trying to
compete in the market and suffering from loss.
2.4 Ways to motivate staff to achieve objectives in UPS
Motivation is considered as a most important element to work hard and attain several
objectives. By referring the case of UPS parcel services, regaining customer trust by providing
them timely and quality services is one of the biggest concern (West, 2012). For this,
management team of company need to take several decisions where they can boost the
confidence level of their workers and motivate them to work hard. The company had been
making losses from past some years as staff are owed salary. It is the biggest factor which
demoralize their values and do not motivate them to work.
In order to overcome with this situation, UPS company may follow Herzberg two factor
theory i.e. hygiene and motivator factor. By implementing this, management team follows
appropriate policies and also maintain good interpersonal relations. It is the best motivator factor
which develops healthy relations among employees. If they work hard and perform the best then
company is not liable for staff owed salary (Jones, 2006). Within the hygiene factor, management
team of UPS Company may offer sound salary packages with appropriate bonus to all its
delivery boys. Moreover, some non-monetary rewards can also be introduced to motivate the
workers such as promotion, recognition, growth opportunities etc. These are some common ways
which enhances their satisfactory level and helps them in delivery timely services to their
customers and make their promise worthier.
The company may also implement Maslow Need Hierarchy theory where the employee’s
needs must be full filled so to motivate them and reach the company's goal. It includes three
stages:
First is basic needs which include, physiological needs such as food, shelter and clothing

and safety needs, such as job security and safety. Here, the daily need of the employee is taken
into consideration. Employee feels motivated if all these needs of him are achieved or increase in
the basic requirement.
Second stage, Psychological needs includes self-belonging and esteem needs where he can
achieve something. The employee is motivated if he is made to feel a part of the organisation and
involve in the decision-making process. These steps motivate him and a feeling of self-belonging
is developed and the employee is motivated with these little doings.
Third stage, includes self-fulfillment needs where he can achieve his potential at his best. If
these needs of the employee are fulfilled he will feel motivated and give good results. This stage
is achieved when all the other stages are mastered by an individual. It is a position where one
reaches the stage of self actualisation.
TASK 3
3.1 Benefits of team-working for UPS Company
In order to attain objectives, it is important to work as a team. A proper coordination at UPS
helps in achieving best results and providing quality and on time services to customers. An
appropriate innovation and better proactive approach is result for team discussions and team
work at the mentioned organization. The overall competency of all staff members can be
increased with the best leadership and management style. Under this, they require boosting team
work and develop healthy relations among all staff members (West, 2012). All workers from
different field can gather information in one pace and provide the best quality service to their
customers. This helps in leading with new idea generation and providing fast couriers services
in a more advanced way. Management team of UPS Company can effectively distribute work
among all its workers and attain their objectives on desired deadlines.
Further, it can be determined that team work is more effective in proper utilization of all
resources. With the help of this, UPS Company can overcome with its current issues and deliver
on time delivery to its customers. Moreover, it also helps in boosting morale of staff members
and provide them right direction of working with the help and guidance of each other.