Student Assessment Pack BSBTWK502 - Manage team effectiveness First Published in 2021 This Assessment Pack is copyright to Apeiro Institute....

Bounce Fitness

Bounce Fitness is a premier fitness centre in four cities – Cairns, Brisbane, Sydney, and Melbourne.

Access the link below to learn more about Bounce Fitness:

Bounce Fitness

https://bouncefitness.precisiongroup.com.au/

Bounce Fitness is planning to implement their project on enhancing the services for the Bounce Fitness Café. Access and review the cafés marketing plan. Then, answer the questions that follow.

Bounce Fitness Internet Coffee Shop Marketing Plan

https://bouncefitness.precisiongroup.com.au/infrastructure/current-projects/

This project will require you to manage team effectiveness.

The project is divided into four parts:

1.



Project Assessment Part 1 Establish Team Performance Plan

2.



Project Assessment Part 2 Develop and Facilitate Team Cohesion

3.



Project Assessment Part 3 Facilitate Teamwork

4.



Project Assessment Part 4 Liaise with Stakeholders

Tasks and activities in this project assessment require you to have access to a workplace or a similar environment.

Read the instructions in this project carefully before proceeding.

Resources Required for Assessment

Resources you need to access to complete this assessment are outlined in the



Resources Required for Assessment



section of this workbook and in the task overview of each part of the assessment.

Forms and Templates

Assessment forms and templates are provided in each task in this Project Assessment, unless otherwise specified.

If you are currently in workplace, you may use similar forms and templates used by your organisation to complete the assessment. However, all requirements specified in the task must be included in your submissions.

1.

Review the instructions here and the skills outlined in the
Observation Form.
Arrange a time with your assessor to observe you in conducting the team meeting. Discuss all requirements of the task with your assessor and prepare these before the team meeting.

Your assessor will complete the
Observation Form.

If direct observation is not possible, record the meeting in a video. Ensure to obtain permissions first from persons involved before doing so.

2.

Conduct the team meeting. You must:

a.
Discuss the following that you have identified:

§

At least one team task

§

At least two task objectives

§

At least two organisational objectives relevant to the task

b.
Identify the team’s purpose for conducting the task

Purpose refers to why the team must conduct the task identified. Purpose identified must correspond with the task’s objectives.

c.
Identify at least one SMART team goal.

Goal refers to a general objective that the team aims to achieve by the end of the task (e.g., increase company profits).

SMART is the criteria that ensures that goals are Specific, Measurable, Attainable, Relevant, and Time-bound.

d.

Identify at least one expected outcome related to the task for the whole team.

Expected outcomes are the specific, quantifiable outcomes that the team hopes to achieve by the end of the task (e.g., ‘increase company profit by 50% by the last quarter’)

e.
Discuss the following requirements for each team member, including yourself:

§

Individual roles within the organisation

Identify at least one role of each team member.

Role refers to the short description of what each team member does within the organisation (e.g., fitness trainer)

§

At least one responsibility for each team member

Responsibility refers to the individual tasks assigned to each member related to the team’s task.

§

At least one SMART goal

§

At least one expected outcome

f.
Encourage your team to understand everyone’s part

g.
Foster your team’s understanding of everyone’s part

h.
Demonstrate effective communication skills

Record the results of your discussion in the
Team Performance Plan
template.

Do not write anything on the
Key Performance Indicators (KPIs)

section. This will be completed in the following task.

3.

Submit the following to your assessor:

§

Partially completed
Team Performance Plan

§

Video recording (ONLY if assessor is not available for direct observation)

ASSESSMENT INSTRUCTIONS

ASSESSMENT INSTRUCTIONS

1.

Review the partially completed
Team Performance Plan
from Task 1.1.

2.

Develop Key Performance Indicators (KPIs) for the following. Ensure that your KPIs are based on the completed sections of the
Team Performance Plan
from Task 1.1.

§

At least two team KPIs based on the
Team Requirements
section

§

At least two individuals KPIs based on the
Individual Requirements
section

For both Team and Individual KPIs, you must do the following:

a.
Identify at least two areas of performance for each KPI

Areas of performance refer to the specific aspects of the team or individual task that each team member must perform that will be measured by each KPI.

b.
For each area of performance, briefly describe the range of performance that might be observed for each performance level below:

Range of performance refers to the kinds of performance you would classify under each performance level.

§

Low Performance

Performance that would fall under this category are those that show unsatisfactory performance and will need to be improved (e.g., client feedback score of < 2="" for="" each="" batch="" of="" fitness="">

§

Ideal Performance

Ideal performance represents the level of performance that must be demonstrated by all team members during the completion of the team or individual task (e.g., client feedback score of 3 for each batch of fitness classes)

§

High Performance

Performance categorised here are those that exceed expectations and baselines set by Ideal Performance (e.g., client feedback score of > 4 for each batch of fitness classes).

Each performance description must be SMART (Specific, Measurable, Attainable, Relevant and Time-bound)

Record the developed KPIs in the
Key Performance Indicators (KPIs)
section of the
Team Performance Plan.

3.

Communicate the completed
Team Performance Plan
to your supervisor.

During your communication with your supervisor, you must:

§

Discuss areas that may require amendment in the plan.

§

Apply any amendments your supervisor noted

§

Resubmit the
Team Performance Plan
for your supervisor’s approval

Methods of communication can vary and can include, but are not limited to the following:

§



Conducting a meeting

§



Sending an email

You will need to submit evidence of having communicated the plan to your supervisor at the end of this task. Evidence submitted must show proof of supervisor’s review and approval of the
Team Performance Plan.

This will include, but is not limited to:

§



Meeting Minutes with handwritten signature of attending supervisor

§



Email correspondence with responses and written approval from supervisor

4.

Communicate the approved
Team Performance Plan
to your team members via email. You must inform each team member that:

a.
They must review the requirements in the plan you have sent them

b.
You will be discussing the plan with each of them individually on a later date

You will be conducting individual consultations with each of your team members in Task 1.3 to discuss the plan.

c.
Each team member must reply to acknowledge that they have read and understood the email received

You will need to submit evidence of having communicated the
Team Performance Plan
to your team members at the end of this task. Evidence must include each team member’s acknowledgement of your email.

This can include, but is not limited to:

§



PDF copy of each email correspondence

§



Printed copy of each email correspondence

5.

Submit the following documents to your assessor:

a.
Completed
Team Performance Plan

b.
At least one evidence of communicating the plan to your supervisor

This will include, but is not limited to:

o



Meeting Minutes with handwritten signature of attending supervisor

o



Email correspondence with responses and written approval from supervisor

c.
At least two evidence of emailing the
Team Performance Plan
to each team member.

This can include, but is not limited to:

o



PDF copy of each email correspondence

o



Printed copy of each email correspondence

ASSESSMENT INSTRUCTIONS

1.

To complete this task, you must hold one informal consultation with each of your team members.

2.

Access the following documents:

§


Communication Requirements: Consultations
template provided within this workbook.

§

Workplace documents that contain organisational protocols to be followed during consultations

This can include, but are not limited to, the following:

o



Policies and procedures

o



Staff handbook

3.

Complete the
Communication Requirements: Consultations
template by identifying at least two organisation protocols that you must follow during each consultation.

Protocols refer to the official rules that must be strictly observed during the facilitation of each corresponding activity. Protocols identified must be implemented during all the consultations you will conduct.

4.

Have your supervisor sign the
Supervisor Declaration Form
at the end of the completed
Communication Requirements: Consultations.
This is to ensure that the protocols you identified are in line with the organisation’s requirements.

5.

Locate the
Observation Form
provided within this workbook. The
Observation Form
outlines all the skills you need to demonstrate in this task. Provide your assessor with one copy of the
Observation Form.

6.

Review the instructions here and the skills outlined in the
Observation Form.
Arrange a time with your assessor to observe you during the meeting. Provide your assessor with a copy of the completed
Communication Requirements: Consultations
before conducting the task

Your assessor must complete one
Observation Form
for each consultation observed

If direct observation is not possible, record each consultation in a video. Ensure to obtain permissions first from persons involved before doing so

7.

Access your organisation’s
Meeting Minutes
template to record consultations with each member.

If your organisation does not have a
Meeting Minutes
template, you can use the template provided within this workbook. Complete one
Meeting Minutes
per informal consultation conducted.

8.

Arrange a time to meet with each of your team members to conduct the informal consultations.

9.

Conduct the informal consultations. During each consultation, you must do the following:

§

Discuss the following sections of the
Team Performance Plan:

o


Individual Requirements

o


Individual KPIs

o


Team’s KPIs

§

Each team member must Identify at least one expected difficulty with any of the sections discussed based on the approved
Team Performance Plan

Discussion points can include, but are not limited to the following:

o



Aspects of their task they are not sure of

o



Skills they feel they need to improve on to meet expected outcomes and goals

§

Provide


the team member with at least one advice on how they can address the expected difficulties

Advice provided can include, but are not limited to the following:

o



Practices the team member can adopt when they perform their task

o



Resources the team member can access to gather more information

§


Demonstrate effective communication skills

Record the responses in the
Meeting Minutes
template. Have each team member sign beside their name after the meeting. All signatures must be handwritten.

10.

Submit the following to your assessor:

§

Completed
Communication Requirements: Consultations

§

At least two completed
Meeting Minutes

§

Video Recording (ONLY if direct observation is not possible)

ASSESSMENT INSTRUCTIONS

1.

Review each completed
Meeting Minutes
from Task 1.3. Identify the areas each member is expecting to have difficulties with.

Area of difficulty refers to areas or aspects of each team member’s task that each team member is having difficulty performing.

2.

Access the
Learning Plan
template provided within this workbook. To complete the
Learning Plan, you must:

a.
Record at least one expected area of difficulty for each team member based on their responses in Task 1.3.

b.
Identify at least one formal learning opportunity you will facilitate to address each area of difficulty.

Formal learning opportunities occur in structured and organised environments, such as classrooms. The learning content is also already pre-determined.

Formal learning opportunities include, but are not limited to, the following:

§



Workshops

§



Training sessions

§



Classroom discussions

c.
For each formal learning opportunity, identify the following:

§

Planned Implementation Date

§

Your expected outcomes for the participants of the formal learning opportunity

Do not write anything in the following sections. These will be completed in the following task:

§


Actual Date Implemented

§


Actual Outcome

§


Assessor’s Signature

3.

Submit your partially completed
Learning Plan
to your assessor.

You will need your own copy of the


Learning Plan


to complete Task 1.5.

ASSESSMENT INSTRUCTIONS

1.

Review the partially completed
Learning Plan
from Task 1.4.

2.

Locate the
Session Plan
template provided within this workbook. Complete one
Session Plan
for each formal learning opportunity you will facilitate. Each
Session Plan
must include the following:

a.
Date

Identify when you completed the


Session Plan.

b.
Session title

Identify the title of your session. Session Title must correspond to what you intend to address in each session.

c.
Session Length

Identify how long you intend for the whole formal learning session to be.

d.
Participants

Identify the participants of each formal learning opportunity you will facilitate.

e.
Area of Difficulty

Identify at least one area of difficulty you intend to facilitate for each formal learning opportunity based on your responses in the


Learning Plan


in Task 1.4.

f.
Learning Objective

Identify at least one learning objective for each formal learning opportunity. Learning Objectives are your purpose for facilitating the formal learning session.

g.
Complete the following sections by doing the following for each section:

§

Grab Attention

Identify at least one activity you intended to conduct to begin the session. These can be activities that allow all participants to get to know each other as well as yourself

§

Learning Outcome

Identify at least one task or activity that the participants should be able to do at the end of each formal learning opportunity. Learning outcome should be based on the identified Learning Objective.

§

Check Prior Knowledge

Identify at least one activity to determine how much the participants already know about the topic of the session

h.

Body

§

Explain

Outline the planned content for the session. This should include all the topics you intend to discuss during the session.

§

Assessment

Identify at least one activity you intend to conduct during the session to check on the participant’s learning.

This can include:

§



A short paper and pencil test

§



An identification game

i.

Conclusion

§

Summarise

Outline three to five key points you included in your discussion during the Content Outline section.

Identify the timeframes you intend to allocate for each section.

The total time for all the time frames for each section must be the same as the amount of time you identified for the Session Length.

2.

Locate the
Observation Form
provided within this workbook. The
Observation Form
outlines all the skills you need to demonstrate in this task. Provide your assessor with a copy of the
Observation Form.

3.

Review the instructions here and the skills outlined in the
Observation
Form. Arrange a time for your assessor to observe you in conducting each formal learning opportunity. Discuss all requirements of the task with your assessor and prepare these before each formal learning opportunity.

Your assessor must complete one
Observation Form
for each formal learning opportunity you facilitate.

If direct observation is not possible, record each formal learning opportunity in a video. Ensure to obtain permission first from persons involved before doing so.

4.

Prepare for each formal learning opportunity you intend to conduct. This includes acquiring any additional material you intend to use (e.g. charts or diagrams) or creating resources (e.g., PowerPoint presentation) that will be used during each formal learning opportunity to be conducted

5.

Facilitate the formal learning opportunities. During each formal learning opportunity, you must:

a.
Locate the
Attendance Sheet
provided within this workbook. You must have one copy for each formal learning session.

Have your attendees complete the
Attendance Sheet
to confirm their attendance. They must include their handwritten signatures.

b.
Review the
Session Plan
you completed for each formal learning opportunity. Facilitate each formal learning opportunity following the
Session Plan
you prepared.

c.
Ensure to encourage team members participating in each formal learning opportunity

d.
Use language appropriate to your audience

6.

After conducting each formal learning opportunity, complete the following sections for the area of difficulty addressed in the
Learning Plan:

a.


Actual Date Implemented

b.


Actual Outcome

Have your assessor sign the
Signature
column in the
Learning Plan
for each formal learning opportunity conducted. This is to confirm that you conducted each formal learning opportunity based on your responses in the
Learning Plan. All signatures must be handwritten.

7.

Submit the following to your assessor:

§

At least two completed
Session Plan

§

At least two completed
Attendance Sheets

§

One completed
Learning Plan

§

Video recording of each formal learning opportunity (ONLY if assessor is not available for direct observation)

ASSESSMENT INSTRUCTIONS

1.

Access the
Strategy Plans
template provided within this workbook.

2.

Develop at least two strategies that will encourage team members to provide their input for each situation listed below:

a.
Planning team tasks

Planning team tasks refers to dividing a team’s project or task into multiple tasks for each team member to handle (e.g., plotting out monthly projection of tasks per team member)

b.
Making team decisions

Strategies for team decisions must focus on ways for the team to arrive at an agreement when making decisions affecting the entire team.

c.
Establishing the operational aspects of the team’s task

Operational aspects refer to establishing the details of each task, such as who will be assigned to each task, deadlines for each task, etc.

§

At least one strategy that can be used to determine who in the team will address an urgent concern

§

At least one strategy that can be used to reallocate tasks if a team member cannot complete their assigned task due to unexpected situations

Strategies developed must be general strategies and applicable to any task the team may be accomplishing.

Record the strategies developed in the
Strategy Plans
template.

3.

Submit the completed
Strategy Plans
template to your assessor.

ASSESSMENT INSTRUCTIONS

1.

Access your organisation’s existing policy and procedures for employee accountability. Review the procedures listed in the document to identify how employees are made accountable for their action at work.

2.

Access your organisation’s template for developing policies and procedures.

If your organisation does not have such template, you can use the
Policy and Procedures
template provided within this workbook.

3.

Develop two sets of policies and procedures, one for each of the following situations:

§

To promote each member’s accountability for their own work

Procedures for own work accountability should include activities or tasks wherein members can demonstrate their responsibility for their own work (e.g., setting daily reports of their progress)

§

To promote each member’s accountability for the team’s tasks

Procedures for promoting team task accountability should include activities or tasks wherein team members can report to the team their progress for their share of the team task (e.g., shared calendar of tasks and expected deadlines)

Complete two
Policy and Procedures
templates. You can either modify an existing organisational policy and procedure or develop new policies and procedures:

a.
If you modify an existing policy and procedure:

§

Identify and access an existing policy and procedure in your organisation that lists the requirements for employee accountability

§

Analyse how the procedures in the document allow the employee to practice accountability

§

Based on the existing policy and procedures, modify this to suit the situations listed above

b.
If you develop new policies and procedures:

§

Develop one set of policies and procedures for each situation listed above.

§

Identify at least two procedures for each situation. Each set must guide how team members can demonstrate accountability for each situation listed.

Complete one
Policy and Procedure
template, one for each situation listed above. When completing the template, ensure to identify the following for each situation:

a.

Policy name

Policy name should be able to describe what the document is about succinctly.

b.

Policy statement

Briefly explain the following:

§



What each policy and procedure document aims to address

§



Which situation is being addressed by each policy and procedure document

c.

Procedures

Identify at least two procedures to be followed for each situation. Procedures must clearly identify what an employee must do to demonstrate accountability for each of the situations listed above.

4.

Have your supervisor sign the
Supervisor/Assessor Declaration
at the end of each
Policy and Procedures
template. This is to ensure that your policies and procedures are in line with the organisation’s requirements. Supervisor’s signature must be handwritten.

5.

Submit two completed
Policy and Procedures
template to your assessor:

§

One
Policy and Procedures
template for promoting each member’s accountability for their own work

§

One
Policy and Procedures
template for promoting each member’s accountability for the team’s tasks

ASSESSMENT INSTRUCTIONS

1.

Access the
Processes Document
provided within this workbook.

2.

Develop the following processes listed for each matter:

Processes for identifying the individual matters below should focus on how an employee or their supervisor can be made aware of each matter listed below.

Processes for addressing should indicate the preparations that the concerned employee participates in to identify the proper solution.

a.
Performance Issues

Performance issues are behaviours or habits a person performs that are contrary to the basic requirements of a job (e.g., excessive tardiness or absences when a job requires punctuality).

§

At least one process for identifying performance issues

§

At least one process for addressing performance issues

b.
Concerns

Concerns are personal, minor inconveniences that affect an individual’s performance (e.g., unintelligible feedback received from supervisor).

§

At least one process for identifying concerns

§

At least one process for addressing concerns

c.
Performance Problems

Performance problems are discrepancies that are detected between an employee’s expected performance or outcome and their actual performance or outcome after the employee performs a task or activity.

§

At least one process for identifying problems

§

At least one process for addressing problems

Processes developed here will be implemented in later tasks.

3.

Submit the completed
Processes Document
to your assessor

ASSESSMENT INSTRUCTIONS

1.

To complete this task, you must meet with your teammates to plan for the team activities your team will undergo.

2.

Identify at least two activities that your team can do that is related to your team’s task. Each activity chosen must allow your team members to take on their individual roles and responsibilities based on the
Team Performance Plan
in Task 1.2.

Activities chosen can include, but are not limited to the following:

§



Training Session for additional skills needed to complete the task

§



Brainstorming session to gather possible solutions

3.

Review the following completed documents:

a.
Completed
Policies and Procedures
documents from Task 2.2

b.

Processes Document
from Task 2.3

4.

Locate the following templates provided within this workbook:

a.

Action Plan
template to record your discussion during the meeting.

b.

Observation Form
outlines all the skills you need to demonstrate in this task. Provide your assessor with a copy of the
Observation Form.

5.

Review the instructions here and the skills outlined in the
Observation Form.
Arrange a time with your assessor to observe you in conducting the team meeting. Discuss all requirements of the task with your assessor and prepare these before each team activity.

Your assessor will complete the
Observation Form.

If direct observation is not possible, record the meeting in a video. Ensure to obtain permissions first from persons involved before doing so.

6.

Conduct the meeting with your team members.

a.
Discuss at least two team activities you have identified for the team to do.

b.
For each team activity, complete the
Action Plan
by discussing the following with your team members:

§

At least one action item for each team member to do during each team activity.

You must include an action item for yourself as well.

§

Indicate the team member that is assigned to each action item.

§

Planned implementation date for each action item

§

Anticipated result for each action item

You must complete one
Action Plan
for each activity.

Do not write anything on the following columns. These will be completed in the next task.

§


Actual Date Facilitated

§


Actual Result

§


Assessor Declaration

c.
Discuss the following:

§

Processes developed for identifying performance issues, concerns and performance problem team members may identify in Task 2.3.

This refers to the processes developed in the


Processes


Document from Task 2.3. Processes will be implemented in the next task
.

§

Policies and procedures developed for team member accountability in Task 2.2. Your team members must implement these in the next task.

You must submit evidence in the next task that your team members implemented the procedures. Type of evidence to be submitted will depend on your procedures (e.g., copy of member’s progress report)

7.

Submit the following to your assessor:

§

At least two partially completed
Action Plans

§

Video recording of meeting (ONLY if assessor is not available for direct observation)

ASSESSMENT INSTRUCTIONS

1.

To complete this task, you must facilitate the two team activities identified in Task 3.1.

2.

Review the partially completed
Action Plans
from Task 3.1 to identify the team activities you must conduct.

3.

Locate the
Observation Form
provided within this workbook. The
Observation Form
outlines all the skills you need to demonstrate in this task. Review the document to ensure the demonstration of the skills specified during each activity.

4.

Arrange a time with your assessor to observe you in conducting the team activities. Provide your assessor with two copies of the
Observation Form. Discuss all requirements of the task with your assessor and prepare these before each team activity.

Your assessor will complete the
Observation Form.

If direct observation is not possible, record each team activity in a video. Ensure to obtain permissions first from persons involved before doing so.

5.

Conduct the identified activities. During each activity, you must:

a.
Inform your team members to follow the processes developed for identifying issues, concerns and problems they may identify during each activity.

Identified issues, concerns and problems will be collected and discussed in the next task.

b.
Actively participate in each activity to serve as a role model for team members.

c.
Encourage team members to participate in each activity

Methods to encourage team members may differ, depending on the activity being done. Methods can include, but are not limited to, the following:

o



Conducting ‘Round Robin’ styled discussions to ensure everyone is able to participate

o



Sending calendar invites to remind team members of the activity and their tasks

d.
Identify work performance problems as they appear. Inform the team member of the performance problem they are exhibiting.

Work performance problems refer to discrepancies that might occur between expected results and the actual results.

e.
Provide feedback to team members during each activity.

6.

Complete the following sections in the partially completed
Action Plan
after conducting each activity:

§


Actual Date Implemented

Record the actual date each action item was conducted

§


Actual Result

Describe if each anticipated result for each action item facilitated was achieved.

7.

Have your assessor sign the
Signature
column and the
Assessor’s Declaration Form
found at the end of each
Action Plan. This is to ensure that each action item was conducted following the responses in the
Action Plan. Assessor’s signature must be handwritten.

8.

Access the
Feedback Form
provided within this workbook. You must have one copy for each team member. Complete one form per member for each activity conducted.

To complete the
Feedback Form, identify the following:

a.
At least one example of what each team member did well

b.
At least one example of what each team member did not do well

c.
At least one suggestion for how each team member can improve their performance

Responses here will be used to complete Task 3.3.

9.

Submit the following to your assessor:

§

At least two
Feedback Forms
from Activity 1

§

At least two
Feedback Forms
from Activity 2

§

At least two completed
Action Plans

ASSESSMENT INSTRUCTIONS

1.

Arrange a team meeting with your team members to discuss the team’s performance in Task 3.2.

2.

Locate the
Observation Form
provided within this workbook. The
Observation Form
outlines all the skills you need to demonstrate in this task. Provide your assessor with a copy of the
Observation Form
provided within this workbook.

3.

Arrange a time with your assessor to observe you in conducting the team meeting. Discuss all requirements of the task with your assessor and prepare these before each team activity.

Your assessor will complete the
Observation Form.

If direct observation is not possible, record the team meeting in a video. Ensure to obtain permissions first from persons involved before doing so.

4.

Review the completed
Feedback Forms
from Task 3.2. Review the feedback you provided for each team member.

6.

Access your organisation’s
Meeting Minutes
template to record the team meeting.

If your organisation does not have a
Meeting Minutes
template, you can use the template provided within this workbook.

5.

Conduct the team meeting. During the meeting, you must:

a.
Provide feedback on the team’s performance during Task 3.2

§

Overall feedback for the whole team

Discussion points can include, but is not limited to, the following:

§



Areas where the team performed well

§



Areas where the team needs to improve on

§

Feedback for each team member based on the
Feedback Forms
completed for each activity in Task 3.2.

Discussion points can include, but is not limited to the following:

§



Areas where the team member performed well

§



Areas that the team member needs to improve on

§



Advise each member on how they can improve their performance

b.
Encourage each team member to share at least one of the following that they identified during the team activities in Task 3.2:

§

Performance issues

§

Concerns

§

Performance Problems

c.
Implement the process developed in Task 2.3 to address the problems identified

d.
Demonstrate effective communication skills

Record the result of your discussion in the
Meeting Minutes
template.

Responses here will be used in Task 4.1.

6.

Submit the following documents to your assessor:

a.
Completed
Meeting Minutes

b.
Video recording (ONLY if assessor is not available for direct observation)

ASSESSMENT INSTRUCTIONS

1.

To complete this task, you must discuss your team’s performance with at least two different stakeholders.

2.

Access the following documents:

§


Communication Requirements: Meetings
template provided within this workbook.

§

Workplace documents that contain organisational protocols to be followed during meetings

These can include, but are not limited to, the following:

o



Policies and procedures

o



Staff handbook

3.

Complete the
Communication Requirements: Meetings
template by identifying at least two organisational protocols that you should follow during a meeting.

4.

Have your supervisor sign the
Supervisor Declaration Form
at the end of the completed
Communication Requirements: Meetings. This is to ensure that the protocols you identified are in line with the organisation’s requirements.

5.

Review the feedback provided to the whole team from the completed
Meeting Minutes
from Task 3.3.

6.

Locate the
Observation Form
provided within this workbook. The
Observation Form
outlines all the skills you need to demonstrate in this task. Provide your assessor with a copy of the
Observation Form.

7.

Review the instructions here and the skills outlined in the
Observation Form.
Arrange a time with your assessor to observe you during the meeting. Provide your assessor with a copy of the
Communication Requirements: Meetings
before conducting the task.

Your assessor will complete one
Observation Form.

If direct observation is not possible, record the meeting in a video. Ensure to obtain permissions first from persons involved before doing so.

8.

Arrange a meeting with at least two internal stakeholders relevant to your team’s task. The two internal stakeholders must include your supervisor and one other relevant internal stakeholder.

Other relevant internal stakeholders may include, but are not limited to, the following:

§



Assistant Managers

§



Senior Management

9.

Access your organisations
Meeting Minutes
template to record your meeting with at least two relevant internal stakeholders.

If your organisation does not have a
Meeting Minutes
template, you can use the template provided within this workbook.

10.

Conduct the meeting with the relevant internal stakeholders. During the meeting, you must:

a.
Discuss the following:

§

Team’s actual results for the following requirements compared to the expected outcomes identified in the same sections in the
Team Performance Plan
from Task 1.2:

o

Task Objectives

o

Expected Outcomes

o

Key Performance Indicators (KPIs)

Discussion points may include, but are not limited to, the following:

o



How well is the team performing compared to the responses first identified in the Team Performance Plan?

o



If the team was not able to do well, in what areas is the team having difficulties?

§

Overall team performance based on the feedback provided to the team in Task 3.3.

Discussion points may include, but are not limited to, the following:

o



Discuss if the team is doing well with the task

o



Discuss if the team is not doing very well with the task

§

Your team members’ unresolved matters as identified from Task 3.3.

o

At least two issues

o

At least two concerns

o

At least two problems

§

Identify an appropriate date for you to follow-up with your supervisor on the status of the identified unresolved matters.

b.
Demonstrate effective communication skills

11.

Have all attendees sign beside their name in the
Meeting Minutes
after the meeting. All signatures must be handwritten.

12.

Submit the following to your assessor:

§

Completed
Communication Requirements: Meetings

§

Completed
Meeting Minutes

§

Video recording (ONLY if assessor is not available for direct observation)

ASSESSMENT INSTRUCTIONS

1.

Review the issues, concerns, and problems identified by your team that you communicated to the internal stakeholders in Task 4.1.

2.

Follow-up on the status of the unresolved matters you identified.

a.
Write a follow-up email to your supervisor. Your email must contain the following information:

§

A request for a follow-up on the status of the unresolved issues, concerns and problems you had discussed in Task 4.1.

§

A list of the unresolved issues, concerns and problems

b.
Send your follow-up email on the identified date for follow-ups which was discussed during the meeting in Task 4.1.

c.
Wait for your supervisor’s reply on the status of the matters you raised.

d.
Identify the issues, concerns and problems that are still currently unresolved based on your supervisor’s reply. You must identify:

§

At least one issue

§

At least one concern

§

At least one problem

You will address the identified issues, concerns and problems in the following task.

You must submit evidence of your email correspondence with your supervisor.

Your email correspondence must include:

§



A timestamp for when you sent the email.

§



Your supervisor’s reply on the unresolved issues, concerns, and problems you’ve identified in your email.

Evidence of email correspondence can include, but are not limited to, the following:

§



PDF copy of the email correspondence

§



Screenshots of each email

3.

Submit the copy of your email correspondence with your supervisor to your assessor.

Evidence of email correspondence can include, but are not limited to, the following:

§



PDF copy of the email correspondence

§



Screenshots of each email

ASSESSMENT INSTRUCTIONS

1.

Review your email correspondence with supervisor from Task 4.2. Review the still unresolved issues, concerns and problems that were identified by your team members.

2.

Locate the
Action Plan
provided within this workbook. Complete the following sections of the
Action Plan:

Part I

a.
Identify at least six feedback from
either
internal stakeholders or external stakeholders.

§

Feedback identified must include:

o

At least two issues

o

At least two concerns

o

At least two problems

§

If you identify feedback from internal stakeholders:

o

Review your supervisor’s reply to your follow-up email in Task 4.2.

o

Identify the unresolved feedback from your supervisor’s response

Internal stakeholders may include, but are not limited to, the following:

o



Assistant Managers

o



Senior Management

§

If you identify feedback from external stakeholders:

o

Access workplace documents that contain feedback submitted by external stakeholders.

o

Identify at least six of the feedback listed below based on the workplace documents accessed

Workplace documents can include, but are not limited to, the following:

o



Feedback forms

o



Emails received from external stakeholders

External stakeholders may include, but are not limited to, the following:

o



Clients

o



Suppliers

b.
Access at least one of your organisation’s policy and procedures that is relevant to each of the unresolved feedback you have identified.

Identify each policy and procedure.

Policy and procedures document must be relevant to each feedback identified. Documents become relevant if it contains a requirement that will guide you on how to address each feedback identified.

c.
Briefly explain how each identified policy and procedure document is relevant to each unresolved feedback

Part II

a.
Identify at least one action item to address each feedback.

Each action item must aim to address each feedback based on the identified requirement that makes the policies and procedures documents relevant to each feedback.

b.
Record the action items you identified for each feedback from Part I

c.
Date when each action item will be implemented

d.
Expected outcome when each action item has been implemented

Do not write anything on the following sections of the
Action Plan. These will be completed in the next task.

a.

Date Implemented

b.

Actual Result

c.

Signature

d.

Assessor Declaration

3.

Submit the partially completed
Action Plan
to your assessor.

You will need a copy of your partially completed


Action Plan


to complete Task 4.4.