Value and reward individual and team efforts

Assessment Tasks

For this unit you are required to complete the following assessments:
Assessment Task 1 – Establish Team Performance Plan
Assessment Task 2 – Develop Team Cohesion and Facilitate Teamwork
Assessment Task 3 – Liaise with Stakeholders
At the end of this Learner Assessment Pack (once you have completed the above Assessment Tasks) you will be required to submit your work online where you will agree to the required student declarations.

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This task requires the learner to build a work team, help assign responsibilities for a team project, develop a performance plan, and support team members to carry out assigned responsibilities. To complete this comprehensive assessment, the learner must complete 3 assessment tasks. For a task to be considered satisfactory, all elements of it must be complete. On completion of the 3 tasks, the learner will demonstrate that they can:

• Establish Team Performance Plan

Before you commence this Learner Assessment Pack, you must ensure that you have a good understanding of this subject by completing all of the learning materials, learning activities and quiz included in this unit. You must also make sure that you understand the assessment requirements – by reading this document carefully.

All students who have nominated a third party for their course must provide a completed third-party evidence collection form for this unit. You can nominate a third party

• include a bibliography and in text citations using the Author Date method for more information click

We recommend that yomit all assessment documents in a zipped folder and all learning journal activity documents in a separate zipped folder. Click on the Assessments tab within the unit and use the Assessment Submission field to attach your two zipped folders.

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NOTE: The work completed for this assessment task provides the basis for completing Assessment Tasks 2 and 3.Ensure you keep a copy of this completed assessment for future use.

This task is to be completed in your own time and once you have completed the program of learning for this unit. The answers and all relevant documents must all be submitted for assessment.

Task 1 Specifications

IN YOUR WORKPLACE

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o Other planning documents (for example the mission, vision and

company/strategic plan),

recent operational plan.

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1. For this task, create a Word document titled: Work team breakdown. This is a business report for management that describes your team (i.e. skills and abilities) and outlines the team objectives. For tips on writing a business report click The report will need to be in business format (with a table of contents etc.) and as the following headings:

e. Define the team’s goals for the next 12 months (ensure that they are SMARTA goals).

2. As the team leader/manager, you need to develop the objectives and KPIs for each team goal and put them into a plan for the year ahead. You can do this by using the template found or use your own formatting (or that provided by your workplace for team perfore plans).

a. The methods/processes that you will use,

b. The contributions and expectations from each team member,

5. Conduct a skills audit for all team members and include it in your plan and identify any training and development requirements needed for team members to be able to complete their own work plan and contribute fully to the team plan. To conduct the skills audit you can use the template found design your own or use a template provided by your workplace for skills audits.

6. Develop an individual performance/action plan for each of the 5 team members and clearly documents how each team member will achieve the goals in the team plan. To do this you will need to consider the skills audit you did and then:
a. List all your team members; here you need to identify each team member by name and job title. Provide a short description of their role within the team and explain how they contribute to the team goals/objectives (where available you could include employee profiles here and/or attach PD’s),
b. List the contributions and expectations from each team member (i.e. what their role will be),
c. Compile a list of strengths and weaknesses for each team member,
d. Develop a draft performance/action plan (using the template for each team member (i.e. 5 draft plans) that shows the high-level acs for the next 12 months and highlights any risks or constraints,
e. Identify both formal and informal training and/or other development each team member requires.

Then you will need to introduce the purpose and structure of the individual performance plans and how they link to the team plan.

To prepare for the role play you will need to ensure that you have:

Keep a copy of the email sent and file it with your documents for later submission to your assessor. Your assessor will need to see evidence that you have notified your team (via email) of the team meeting and sent them the agenda. You will also need to provide the minutes of the meeting.

NOTE: You will need to video your meeting and submit the video (in MP4.video format) along with the rest of your assessment submission – at the completion of this assessment. Your video must comply with the requirements outlined

you should plan for between 2-5 attendees. You will need to develop draft plans for all 5 team members.

Then, when you have completed all the activities listed above and are ready to conduct the team meeting to discuss the team and individual plans, you will need to make a booking with your assessor.

Ensure that you address all criteria listed below and that your responses are clear, detailed and reflect the appropriate tone and vocabulary for the context.

The simulation with your Assessor or video must be 30 minutes in duration.

d. Demonstrate effective communication skills to encourage their participation

e. Confirm their individual responsibilities as part of the team to achieve the desired outcomes

8. After the meeting you will need to incorporate the feedback/suggestions etc. from the attendees into the team and individual plans.

9. To assist your team members to understand team performance you have decided to create a short PowerPoint presentation and briefing notes to present at the next team meeting. Your presentation and participant briefing notes must be 5 – 7 slides and include information on:
a. Explain how group dynamics can support or hinder team performance

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Appendix 1: Customer Service Team: Introduction
John Readings Pty Ltd ONLINE CUSTOMER SERVICE TEAM

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Assessment Task 2 – Develop Team Cohesion and Facilitate Teamwork

This task is to be completed in your own time and once you have completed the program of learning for this unit. The answers and all relevant documents must all be submitted for assessment.

It is recommended that you create an assessment folder for all of the documents required for this assessment. When saving files be sure to clearly identify the related task for example:

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●Managing team performance report

●Managing poor performance document

b. Explain what each method entails and why you would use it

c. Make a list of the policies and procedures in the organisation that relate to team members taking responsibility for their own work and undertake their roles and responsibilities,

f. Consider possible processes you could use for the identification and resolution of team issues. In your role as the team leader, outline three processes you can use and explain why and/or when you would use them

g. Explain the importance of timely feedback on performance and outline how you will provide this

b. Flowchart the process you would follow, and

c. Explain the counselling process, what it entails and when you think it is appropriate

c. What strategies could you put in place to address the potential you’ve discovered for poor and/or unsatisfactory performance and why?

NOTE: Ensure you keep a copy of this completed assessment for future use.

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Task 3 Specifications

a. Develop a meeting agenda. The agenda should include the performance issues as well as a discussion of a process (or processes) you could utilise for the resolution of team issues, a template is provided

b. Prepare to take notes on issues and solutions an unresolved issues and submit as evidence.

Your assessor will take on the role of the Operations and Customer Service Manager. You will need to lead the meeting.

To prepare for the role play:

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c. What procedures would you use to investigate and identify the problem/s and find solutions to them?

d. Explain in detail how the following issues could be affecting productivity: i. Delegation and work allocation,
ii. Group dynamics,
iii. Leadership styles,
iv.
Motivation, v. A long-term disagreement between two members of the team e. What recommendations would you make to management to improve productivity levels?

j. What follow up action will you take?

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To prepare for the role play:

Review the Assessor Observation Report to ensure that you understand and address all of the criteria listed. During the role play the Assessor will complete the Observation Report to confirm the skills and knowledge being demonstrated.

b. Encourage team members and individuals to participate in and to take responsibility for providing feedback on the issues raised

c. Support the team in identifying and resolving work performance problems

a. Motivation
b. Problem solving and creative/lateral thinking
c. Innovation.

9. Draft an email to your manager describing the corrective action you would take to resolve the performance issues. Provide an action plan, a template is provided