BSBWOR501

Assessment Task 1

1.1.

1.2. 44
In order to ensure that your work goals are adequate; compare them to your organisation’s
plans your personal plans for the future and all the responsibilities and accountabilities that
you face. Even though you have a set of goals in mind, it is often useful to stretch yourself –
looking into the future for ways of improving your work.Be sure that you continually
measure your personal performance. This is the most effective way of ensuring that you are
addressing your goals and will achieve your lifetime goals.

1.3.

Question 1:

Question 2:
According to Barney and Griffin, organizational goals serve four basic functions; they
provide guidance and direction, facilitate planning, motivate and inspire employees, and
help organizations evaluate and control performance.

Read more: http://www.referenceforbusiness.com/management/Ex-Gov/Goals-and-Goal-

Setting.html#ixzz5CQbFwc00

Question 3:

Question 4:
 Communication Skills
For a frontline manager, communication skills are really important. You need to be able to
communicate well with your manager, but also with your team and with customers. That
might involve giving bad news, enforcing rules you didn’t make and saying no to requests -
and doing so in a friendly, approachable yet authoritative way.
 Customer Service
Becoming a supervisor or team leader doesn’t mean you no longer deal with customers; in
fact as a frontline manager this can often mean that you become the person customers are
referred to with a complaint or problem. In that case, your customer service skills need to
be even stronger!
 Problem Solving
As a frontline manager, you will need outstanding problem solving skills. Whenever a

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member of staff has a problem, their frontline manager is their first port of call; and it’s your
job to resolve the problem rather than having to refer it further up the chain of command.
As well as this, there will also be problems coming down from management regarding your
team, which you will need to resolve.

https://www.opencolleges.edu.au/careers/blog/5-essential-skills-frontline-manager

Question 5:
A. Maintain good relationships with customers.
B.Good Company Representation
C. Reduction in number of complaints from customers who were not satisfied about how
they were treated

Question 6:

7.1

7.2.
Use technology efficiently and effectively to
0manage work priorities and commitments. Technology includes any tool you can use to
improve your performance to meet your organisational objectives. To obtain the most
efficiency in your work, make sure you use the appropriate technology to manage your tasks
and meet your commitments.

Database - a database is the way in which information can be organised so the amount of
information generated is minimised.Relational databases are very popular within
organisations. Data is represented in a mathematical way through tables with columns and
rows. Each table should describe an entity for example, an asset or customer.
Databases have many uses and applications, here is a very small sample of the possible
applications they can be used for:

· Maintain customer records in terms of contact details, orders and payments

Research data and establish a library catalogue

·Identify the relationships between training and meeting organisational objectives and goals

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A database can be designed as a way in which to increase the security of your data. This
allows you to obtain information that can answer questions.

Databases can be designed to:

·Create forms
Design tables

Produce report

Word processing - Word processors are an excellent way in which to communicate

information and maintain an ongoing copy of events that occur within the organisation. As a
manager, you will come to rely on information in documents to provide you with historical
information that can communicate what you have done and why you have done it, identify
errors or ways in which to improve.These documents are produced quickly and have
improved the efficiency and effectiveness of your work environment.
Online services - As workplaces become more dynamic and the demands on time increase,
more and more businesses are relying on technology to process information. To save time,
less business personnel are travelling. Instead they attend meetings from their office. For
example – video conference or audio conferencing. These meetings save not only time and
money, but also increase the efficiency and effectiveness of an organisation’s operations.
Project management - To manage your personal work priorities and professional
development you may consider using project management tools which are an excellent way
assist you in meeting your goals and objectives. Programs such as Microsoft Project and
Visio can assist you in developing the tools for project management.
Visual diagrams are more appropriate for the decision making process. Visio produces
concept maps, diagrams, flow charts and mind maps. Using visual information provides you
with an opportunity to use both sides of the brain. The left and right sides of your brain
processes information in different ways.

The left side of the brain is used for managing, thinking in a logical manner, using rationality
and is skilled at sequencing ideas, whereas, the right side of the brain uses visuals to form
answers, is the dreamer, solves problems intuitively and is skilled at showing relationships
between ideas. A visual aid will allow you to see ideas and form relationships that may
otherwise not have been formed to improve productivity and improve your skills and
knowledge so that you reach your organisational goals and objectives.

Electronic diaries and mobile technology - are used more and more to assist in the effective
and efficient running of business or individual roles within organisations. Records such as
appointments, emails, phone calls, meetings and contacts can be found at your fingertips.

7.3.

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Balancing the demands of a busy lifestyle is not an easy thing to do, but is best managed by
regularly reviewing and assessing your priorities. It is important to have a balance between
your job and the other areas of your life so you can be productive, healthy and happy both
at work and outside of it. To achieve this balance, plan your day around the most important
projects, take regular breaks and make use of your annual work leave to successfully strike a
balance between your job and the other areas of your life.

Prioritise your work tasks. It is important to determine the most urgent tasks for the day and
allocate sufficient time to complete them. If you are unsure about what requires your direct
attention, ask your manager for some advice and assistance. Other responsibilities that are
not a high priority can be scheduled for a later date or delegated to another colleague. This
will help keep you on top of your workload and limit the amount of hours that you spend at
work.

Structure time at work. Once you have defined your priorities, structure your day around
them. By grouping similar tasks together you can be more efficient in completing all your
daily jobs. You will then be able to complete high priority tasks first, medium priority tasks
next and so on. This will give you the freedom to allocate breaks during the day, once a
segment of work is complete, as well as ensure you can comfortably meet deadlines for
various activities.

Take breaks. You should take some personal time during the day for activities that are not
related to your job. By taking your lunch break, you can go for a run or engage with
colleagues on a social level. Also consider taking shorter breaks throughout the day to run
personal errands if you don't have the time to do them before or after work. This will allow
you to achieve goals outside of your career, as well as daily jobs during the work day.

Look after your health. Your health should always be your number one priority. If you’re not
in top shape both mentally and physically, it will affect all areas of your life. Stress is one of
the biggest causes of poor health. To combat this, look after yourself by sleeping well, eating
well and exercising at least three times a week

Question 6:
The entrepreneurial force behind the company is co-founder and CEO Elon Musk who
believes innovation—such as the creation of new products, services or processes—is
essential for companies that want to profitable and recognized as trailblazers in their
industry. Successful innovators like Musk approach innovation as an essential part of their
business. And not just for company leaders. Ideas for innovation can come from anyone in
an organization. In fact, it’s often employees working on the front lines who come up with
the most innovative ideas—often based on their own life experiences and customer

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feedback.
The key is to create a company culture and workspace that inspires creativity, productivity
and collaboration.
Jobs and tasks that are challenging and interesting. Employees are often more creative
when doing work that is strategic or problem-solving in nature. The freedom and autonomy
to decide how to solve problems and create opportunities for new products and services.
Employees need to have the opportunity to take risks, such as experimenting with new ways
of doing things, without worrying about job security or fear of failure.
Trust and openness to express dissenting ideas, which can be a starting point for
collaboration and innovation. Unstructured time to develop ideas that solve problems or
create new products or services. This is hard for many companies because not all innovation
will be profitable, and it may be seen as the time that could be spent doing something more
tangible.
Opportunities for collaboration between people with different expertise and perspectives.
When you get people to openly discuss their ideas and work together, creativity happens.
Having supportive leadership. Creativity can be stifled when supervisors are opposed to
change and view it as a threat to their authority. Supportive management will when an idea
has merit and when to move forward or pull the plug.
Configuring an innovative workplace. Creating a work environment that supports outside-
the-box thinking and inspires creativity can maximize your potential for innovation. Here are
some suggestions from innovative companies that are designed to improve productivity,
collaboration and growth.
Samsung recognizes that creativity does not come sitting in front of computer monitors. So
the company built large outdoor areas between floors and encouraged people to hang out
in the shared spaces. The model allows employees from different areas of the company—
like engineers and salespeople—to “bump into” each other and spurs unexpected creativity
and collaboration.
Companies need to see innovation as an integral part of their corporate culture and
recognize their employees who make contributions to efforts that will increase company
profitability and chances for success. While there may be barriers to innovation along the
way, working past these and knowing that not all ideas will come to fruition will allow you to
be a more open and creative organization in long run.

Question 7:

Question 8:

Question 9:

Question 10:
Creating a competency framework is an effective method to assess, maintain, and monitor the
knowledge, skills, and attributes of people in your organization. The framework allows you to
measure current competency levels to make sure your staff members have the expertise
needed to add value to the business. It also helps managers make informed decisions about

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talent recruitment, retention, and succession strategies. And, by identifying the specific
behaviors and skills needed for each role, it enables you to budget and plan for the training and
development your company really needs.The process of creating a competency framework is
long and complex. To ensure a successful outcome, involve people actually doing carrying out
the roles to evaluate real jobs, and describe real behaviors. The increased level of
understanding and linkage between individual roles and organizational performance makes the
effort well worth it.

Link to business objectives – Make connections between individual competencies and

organizational goals and values as much as possible.Reward the competencies – Check that
your policies and practices support and reward the competencies identified.Provide coaching
0and training – Make sure there's adequate coaching and training available. People need to
know that their efforts will be supported.Keep it simple – Make the framework as simple as
possible. You want the document to be used, not filed away and forgotten.Communicate –
Most importantly, treat the implementation as you would any other change initiative. The
more open and honest you are throughout the process, the better the end result – and the
better the chances of the project achieving your objectives.

Question 11:
Effective feedback, both positive and negative, is very helpful. Feedback is valuable information
that will be used to make important decisions. Top performing companies are top performing
companies because they consistently search for ways to make their best even better. For top
performing companies ‘continuous improvement’ is not just a showy catchphrase. It’s a true
focus based on feedback from across the entire organization – customers, clients, employees,
suppliers, vendors, and stakeholders. Top performing companies are not only good at
accepting feedback, they deliberately ask for feedback. And they know that feedback is helpful
only when it highlights weaknesses as well as strengths.

Feedback is a tool for continued learning. Continued feedback is important across the entire
organization in order to remain aligned to goals, create strategies, develop products and
services improvements, improve relationships, and much more. Continued learning is the key
to improving. Feedback can improve performance. Feedback is often mistaken for criticism. In
fact, what is viewed as negative criticism is actually constructive criticism and is the best find of
feedback that can help to formulate better decisions to improve and increase
performance.(https://www.snapsurveys.com/blog/5-reasons-feedback-important/)

Question 12:
PDP supports the idea that learning is a lifelong and life-wide activity. The process of PDP can
strengthen the capacity of learners to reflect upon their own learning and achievement and to
plan for their own personal, educational and career development. This is a core learning
process, required throughout the education system and in many employment and continuing
professional development contexts. It is a structured framework you can use to become aware
of skills you have, identify and develop skills you need, work out what you want to achieve and
how to achieve it, focus on potential study, career and personal development options and
goals, develop a source of information, for CVs, job applications and interviews, to support
appraisals at work, to demonstrate your readiness for promotion or for development

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opportunities

Question 13:
Active networking is vital to career growth. Often confused with selling, networking is actually
about building long-term relationships and a good reputation over time. It involves meeting
and getting to know people who you can assist, and who can potentially help you in
return.Regularly networking within your industry and discipline can set you up well to progress
in your career. Nurturing relationships with your contacts is mutually beneficial. It is a great
opportunity to exchange best practice knowledge, learn about the business techniques of your
peers and stay abreast of the latest industry developments. You can raise your professional
profile and broaden your access to opportunities, plus work through industry challenges and
gain satisfaction from assisting and connecting others in your network.

Undertake participation in networks to enhance personal knowledge, skills and work

relationships. Networks are made up of groups who exchange information and ideas based on
common interests. Networks will help you build contacts while developing your interpersonal
skills. (https://www.michaelpage.com.au/advice/career-advice/career-progression/benefits-
networking)

Question 14:

Question 15:
This is easier said than done. In fact, getting honest, helpful feedback from people with whom
you have personal relationships can be extremely difficult. This is because individuals who like us
want to be supportive and are also afraid of hurting our feelings. Everyone – even the most
accomplished leaders – has strengths and areas for improvement. The only way you will get
feedback you can use is to be very strategic in asking the right questions in the right forums, and
to develop a reputation as someone who takes constructive criticism well.

Asking Superiors - The annual or bi-annual performance review is a great place to begin. Soliciting
concrete feedback on the progress, and while they’re occurring, maintain a good balance
between listening to what superior has to say and playing an active role in the conversation.
Asking Your Subordinates - 360 degree reviews that solicit feedback from subordinates are a
terrific way to get a clearer picture of your leadership strengths and areas for improvement and
ensure that your effectiveness increases over time. Asking Clients and Mentors - It’s also a good
idea to periodically collect feedback from trusted individuals who work with you as clients or
mentors. (https://www.quickbase.com/blog/collect-feedback-on-your-performance)

Question 16:
Overall, data and information resulting from behavioral assessments may have numerous
advantages over data and information derived by traditional assessments or other methods of
assessments. Data derived from behavioral assessments can be used:

 to present behavioral baseline data with which other behavioral data.

 to make available a record of the subject’s behavioral strengths and weaknesses across a

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 assortment of situations, circumstances, and settings that the subject can be exposed to
 to identify and pin down environmental circumstances that act to trigger, maintain, or
extinguish certain behaviours in the subject
 to identify and target precise behavioral patterns in a subject for modification through
clinical or psychological interventions (http://www.talkativeman.com/purpose-of-
conducting-behavioral-assessments)

Question 17:

Question 18:
As simply having an experienced colleague we can go to with our ideas or questions, and who is
willing to give us honest feedback, can be hugely beneficial to career development.

Attending conferences or hands-on workshops will give a chance to learn about the latest
developments in your field and keep your skills and knowledge up to date.

Volunteering can also be an excellent way to master skills that haven’t been able to practice in our
current line of work. This can be especially beneficial if we are thinking of making a career change
and want to gain some practical experience in a new area.

Taking an online course. While it can be difficult to find the time to follow a formal learning
program when you’re already working fulltime, online courses tend to be a lot more flexible,
which makes them a convenient option for working professionals. Look for courses that are
relevant to your job and will help you build on your existing skills or perform your job more
effectively.

Join an online community. For instance, joining a specific group on LinkedIn or signing up for
online forums and discussion boards will allow me to exchange ideas with likeminded individuals
and participate in relevant discussions. (https://www.opencolleges.edu.au/careers/professional-
development)

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 Assessment Task 2
Work Plan

Activity (Daily Description Goal/s KPIs Timeframe Person

Duties) responsible
Territory Manager As the Territory Create a new Get the Ongoing Report to the
– Manager the innovative number of (manage Field Sales
main focus is to service in leads coming over the Manager (12
Achievement of all service all response to into next 12 months period)
territory sales existing account customer department/ months)
budget , within a defined feedback by the Get very
developing the metropolitan end of quarter 2 specific and
account’s sales area, driving track both the
potential by sales, total number
targeting areas of profitability, of leads and
service that will be market share, also where
provided by SUEZ customer each one
satisfaction and came from.
value.

Personal Work
Goal 1: Delegate
work and tasks
more effectively
to free up an
hour or two to
work on my self
development
within two
months
Personal Work
Goal 2: Find a
mentor that will
help me develop
my
communication
skills and other
required skills by
the end of the
first quarter
Team/
Organisational
Goal 1: Achieve a
business
excellence score
of 3 by the end of
the year, through

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implementing
the business
excellence
system and
rolling out a
training program
for my team.
Team/
Organisational
Goal 2: Manage
the department
budget to stay
within
appropriation
and accomplish
90% of service
result by the end
of the year

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Assessment Task 4
Part 1 – Personal Analysis
Strengths Areas for further development

 I can easily establish rapport to  Limited knowledge in English

 Ability to work under pressure and  Leadership
meet deadlines  Often stress out when I have to
 Time management and ability to juggle multiple work and
prioritize responsibility
 I’m well committed to the success of  Presenting to a room full of
company people

Opportunity THREATS

 Lot of chances to communicate  Growing competition

with native speakers  Being a good team leader
 Attending conference to expand  The weigh of responsibility as a
my network leader

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Part 2 – Setting Goals
What do I want What do I have to What support How will I Target date for
to learn? do? and resources measure review?
will I need? success?
Communicate Practice Attending Compiling and Quarterly
Effectively communicating English clubs/ analyzing
with team seminars. statistics
regularly. Reading and
Improve my learning
knowledge and through books.
communication
skills in English.

Keeping the Communicating Quarterly

communication with staff with
open with the a high level of
team. transparency
Wide Acquire more Leader Feedback from Post 14 Nov
knowledge in knowledge in Management the team and Report
leading the develop my Training. Senior the project
team and the leadership skills. Managers sponsors
business
Improve myself Identify the Self Analysis Self Analysis Quarterly
areas in which I
am weak and
make a way to
improve them
Improve a Get a personal Get an expert Reporting
better over-all opinion and learn help with the
planning and from them question,
decision making research the
influencers in
the area I need
help with
Talking in front Start by practicing
of many people

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Part 3 – Personal Objectives
Short Term Goals (next 12 months)
Expand our products into the new commercial market by the end of the year

Medium Term Goals (next 2 – 3 years)

Continue work to strengthen service delivery. I look forward to growing with the company
and making a large contribution to the organization.

Longer Term Goals (beyond 3 years)

Improving our company brand and visibility in the industry. I hope to become a senior
leader that involved in many decision making and developing strategies for the company.

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