BSBWOR502 Assignment 4

Assignment 4

BSBWOR502

Lead and manage team effectiveness

Student Name:

Date:

Declaration

I acknowledge the assessment process has been explained and agree to undertake assessment. I am aware of Careers Australia’s appeals process, should the need arise. I also understand that I must be assessed as ‘satisfactory’ in all parts of the assessment to gain a competent result for this unit of competency. I declare that the work contained in this assessment is my own, except where acknowledgement of sources is made. I understand that a person found responsible for academic misconduct will be subject to disciplinary action (refer to student handbook).
Student Signature:­Date:

Assignment 4

As the sales manager you need to liaise with internal and external stakeholders. You must have adequate communication strategies in place to provide reporting, operational information and team performance. It is important to share your teams’ successes with the organisation.

Your stakeholders include, your team, managers you report to, staff of the various departments. There could be a need to communicate with customers and suppliers of product for your team. Staff members from other departments may also be impacted by actions of the team.

In the past, criticism has been levelled at the sales department (your new department) that communication was poor, staff didn’t know what was happening and management stumbled over results and issues too late to be able to offer any support. You are keen to address these issues and make sure lines of communication are open.

Question 1

HintRead the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question. 4.1 Establish and maintain open communication processes with all stakeholders.

You have held a meeting with your stakeholders within the organisation and need to communicate the results of the meeting to them and those who were unable to attend, (i.e. suppliers and some customers). Send an email to all your stakeholders, providing information on the communication processes you expect.

Specifically you want to establish open lines of communication, and maintain them, making sure these lines remain open with your stakeholders.

Sending emails – A sample has been provided here for your direction. The email will be ‘sent’ when you submit this assignment.

Send ToStakeholders
SubjectCommunication

Dear all We have recently held a very successful meeting, discussing communication in our team and with the outside world, our stakeholders.
Thanks for your input, please don’t hesitate to talk to me immediately if you have anything further. Joan

Question 2

HintRead the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question. 4.2 Communicate information from line manager/management to the team.

You have received this email from Hanz Konig – Head of operations for the Department Store.

Send ToManagers
SubjectGeneral and information required
New range proposals.
DateTuesday XX/XX
Dear all We have been working on a series of initiatives, regarding proposals put forward, to provide additional income and sales for the Department store. The negotiations with suppliers offshore and locally have provided us with some viable options for alternative ranges. This will mean a restructure of floor space and a change in several areas, especially in some areas of staffing. Specifics are not yet known, please don’t speculate, as soon as I can advise more particulars, I will. The details of these negotiations are still private but I attach a précis of the discussions so far for your information. By Friday, close of business, for each of your areas, I need your highest selling ranges and stock levels for those and for the lowest selling ranges, we will obviously need to rid ourselves of over stock in these poor performing areas. Can you please ask your department managers to provide these figures as soon as possible to assist with further planning? I also would welcome suggestions from you and your teams, for reducing the stock levels in identified low selling ranges. Thanks for your input, please don’t hesitate to talk to me immediately if you have anything further. Hanz Konig

When you are given information from a senior manager like this, with high level content, it often contains information not every member of the team needs to know in its entirety. It may be of a sensitive nature or need to be moderated in its delivery to maximise the effect of the message. What information would you pass onto your team members? Write an email providing them with instructions based on the email from Hanz.

Sending emails – A sample has been provided here for your direction. The email will be ‘sent’ when you submit this assignment.

Send ToTeam
SubjectInformation please

DateWednesday XX/XX
Dear All


Joan

Question 3

Oral communication

Now you need to communicate using verbal skills. Roleplay a conversation with your team where you re-confirm the content of the email you wrote in Question 2. Your trainer will be expecting the following information from you to assess your competence in the specific area. Establish and maintain open communication processes with all stakeholders specifically:

  • Communicate information from management to your team as per the scenario
  • Communicate unresolved issues, concerns and problems raised by team members

For students completing this roleplay with their trainer, please record the date, time and name of the trainer who supervised your role play in the space below.

Students recording this roleplay are to submit the recording with their assignment.


Question 4

HintRead the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question. 4.3 Communicate unresolved issues, concerns and problems raised by team members and follow up with line manager/management and other relevant stakeholders.

You have provided excellent support and training to your department managers on the performance review process.

Last quarter an issue was identified with Mandy Panitz and her team’s review process. You worked with her and thought you had resolved the issue. Unfortunately, not, despite following the process you and your team established and agreed on. The result is:

  • Mandy still has outstanding staff performance reviews which are three months late
  • We are heading into the next quarterly review phase.
  • Several of Mandy’s team have come to you to complain. They are glad to receive regular performance reviews it helps them with their areas of responsibility and development.

Question4, Part A

You need to communicate this issue with Hanz Konig (your manager) by email. He needs to know and you may need his support.

Hint: consider the process for unresolved issues which is in your eBook.

Sending emails – A sample has been provided here for your direction. The email will be ‘sent’ when you submit this assignment.

Send ToHanz Konig
SubjectUnresolved issues

DateWednesday XX/XX
Dear Hanz,


Joan

Question 4, Part B

Follow up is critical, this is an opportunity for you to demonstrate the expected role model behaviour for a manager in this position.

Oral communication

Now you need to communicate using verbal skills/. The most appropriate way to do this is with your trainer, either in class or via an online workshop. Alternatively, you may conduct a short roleplay with a friend, family member or colleague of 5 to 10 minutes in duration and record it.

Your trainer will be expecting the following information from you to assess your competence in the specific area:

Did you show evidence of the following?
Communicate unresolved issues
Communicate concerns around the scenario issues
Communicate problems raised by staff or team members
How will you follow up with your team and manager?

For students completing this roleplay with their trainer, please record the date, time and name of the trainer who supervised your role play in the space below.

Students recording this roleplay are to submit the recording with their assignment.


Question 5

HintRead the content in the following sections of the eBook BSBWOR502 Lead and manage team effectiveness to help you with this question. 4.4 Evaluate and take necessary corrective action regarding unresolved issues, concerns and problems raised by internal or external stakeholders.

This issue with Mandy is a critical non-performance issue. Evaluate the issue and take action to address and correct the issue. How will you address this lack of performance? Include details of who you would consult with and what policies and procedures will govern your actions.


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